Consumer complaint received 2016-04-16
Company: M&T BANK CORPORATION
State: DE
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
On XXXX XXXX, I attempted to withdraw money from my M & T checking account using my debit card, and the ATM told me I was n't able to due the balance in my account. I immediately went into the XXXX, XXXX branch to review the transactions, and I identified XXXX fraudulent ATM withdrawals : {$500.00} on XXXX/XXXX/16, {$400.00} on XXXX/XXXX/16, and {$100.00} XXXX/XXXX/16. That same day at the bank, I submitted a card dispute indicating that the card was in my possession at the time of the withdrawals, but the withdrawals were not made by me. 

The day after I submitted the card dispute, I returned to the XXXX, XXXX branch of M & T and provided a time card receipt from my employer showing I was clocked into work in XXXX, XXXX at XXXX XXXX ET on XXXX, which was only XXXX minutes after the fraudulent withdrawal for {$500.00} was made in XXXX, XXXX at XXXX XXXX ET, as shown on my bank statement. It takes over a half hour to get from XXXX to XXXX, so the time clock audit I tried to provide the bank from my workplace, shows that I could n't have made the withdrawal at the XXXX, XXXX location. When I attempted to provide this documentation to the Associate at the XXXX branch, the Associate helping me was not interested in reviewing this documentation, and I do not believe it was submitted as part of my dispute. 

I have returned multiple times since then trying to provide this documentation and understand why my dispute was n't going anywhere, and none of the people I spoke with at the bank assisted me with submitting the documentation for my dispute. Each time I visited, no one seemed to know what was going on. I also had to ask the bank whether they had shut my card off, and the Associate I was dealing with said she did not know. 

While M & T initially gave me credits for the disputed withdrawals, I found out that they ended up reversing the credits, which took my account balance below {$0.00}. When I asked to see documentation, the teller at the bank did not provide documentation, but only said the claim was difficult to investigate because the fraudster got my card PIN right on the first try for each withdrawal attempted. 

I have not received any communications regarding my dispute from M & T. Each time, I 've had to visit the branch to find out what 's going on and why I do n't have my money back from these fraudulent transactions. My mother, who is the secondary holder on the account ( and who lives in XXXX ), informed me that she received a letter in the mail saying my dispute had been denied due to lack of documentation, but I attempted to provide documentation and the bank did n't take it. Furthermore, any communication about this dispute should not have been sent to her, it should have been sent to me, as she is the secondary holder on the account, and not the cardholder for the disputed transactions. 

I went back to the XXXX, XXXX branch 2 weeks ago to re-submit the dispute, but I have yet to hear anything back about the new dispute I opened. Furthermore, due to the credits being reversed from my previous dispute closed by the bank, my account was overdrafted and I have now been charged {$77.00} by the bank in overdraft fees. 

I 'm filing a complaint with the CFPB, because I have visited the M & T branch 2-3 times a week since this started trying to get this issue resolved, and have still not been able to. I feel that the bank has not investigated my claim properly, followed the correct procedures, or been able to provide me with the documentation about my dispute that I requested.

Company response to consumer: Closed with explanation