Consumer complaint received 2022-10-18
Company: M&T BANK CORPORATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Thursday, XX/XX/2022, I visited M & T Bank located at XXXX XXXX XXXX XXXX in XXXX, PA to access my funds. The bank teller, XXXX XXXX was willing to assist me and requested my I.D., I provided my Virginia State drivers license without any issue. XXXX XXXX asked me to wait a moment to speak with the branch manager. The branch manager, XXXX XXXX informed me that my account had several deposits by XXXX XXXX and that he would need to come into the branch even though he was not listed on my account and should not have to be present for me to access my account. XXXX XXXX and XXXX XXXX informed me to have a seat in the lobby while they sorted out the issue. I felt extremely uncomfortable and was marginalized and denied access to my account as a female XXXX XXXX in my XXXX. I called XXXX XXXX into the branch because of the continued hassle. Upon entering the bank and speaking with me about the issue of retrieving her funds, XXXX XXXX was asked for his I.D . by XXXX XXXX. XXXX XXXX informed XXXX XXXX, he was not listed on her account and found it unreasonable for her to request his I.D . 

After waiting over twenty minutes without any resolution or explanation XXXX XXXX and I departed the bank on their own accord. Just as we departed the bank and headed to our vehicle several armed Police officers confronted XXXX XXXX and I. They wanted a statement. I agreed and explicitly stated without any hesitation what had occurred in the bank. The officer asked for me to wait with another armed Police officer as they wanted to get the bank employees side. Shortly after that another officer came rushing out of the bank with a piece of paper and said they want you trespassed and youre not allowed to return to this branch, do you understand? I in tears as she did nothing wrong and agreed that did not want to EVER return and be discriminated against again. 

On Monday, XX/XX/2022, XXXX XXXX reached out to the branch where I opened the account and spoke with XXXX XXXX, the branch manager. XXXX XXXX informed XXXX XXXX of the unfortunate and discriminatory practices that occurred in XXXX, PA the week before. XXXX XXXX informed XXXX XXXX that in order to close the account I would just need photo I.D . to access my account, he said its that easy. XXXX XXXX informed XXXX XXXX it is not that easy and elaborated on the events that unfolded in XXXX, PA. Not feeling comfortable with his nonchalant response XXXX XXXX XXXX M & T District Manager, XXXX XXXX XXXX XXXX XXXX spoke with XXXX XXXX and explained the events that occurred in XXXX. XXXX XXXX apologized and promised that he would be back in contact with XXXX XXXX on XXXX XXXXXX/XX/XXXX, however, XXXX XXXX did not hear from XXXX XXXX or anyone else with M & T Bank. 

The same day I made contact with XXXX & XXXX fraud department, and spoke with XXXX. XXXX berated me by asking her several questions that included ; where I am employed, who XXXX XXXX is, and asked why I was in Pennsylvania, and, why she visited a branch in XXXX, PA. These calls were recorded, not only are they unconscionable they should not be tolerated. 

On the morning of Wednesday, XX/XX/2022, XXXX XXXX contacted XXXX XXXX as he never heard back as promised the day prior. XXXX XXXX stated the bank in XXXX, PA failed to provide her access due to her being out of state. I was denied access to my funds. XXXX XXXX stated that I am is able to come into the XXXX XXXX, VA branch to conduct business and that my account is fully operational without any holds or restrictions. 

I received a PIN while I was out of town in Pennsylvania that I had requested prior to leaving to set up bill-pay however, that does not work. XXXX XXXX informed XXXX XXXX of this issue and he responded via email on Friday, XX/XX/XXXX, stated the following; XXXX XXXX, Im not aware that PINs can be deactivated. If web enrollment is the goal instead of fixing the PIN, XXXX calling the web banking XXXX number and asking to enroll over the phone is perhaps the best way to achieve that. If she were to e-mail me requesting that we try to do that on her behalf, we could, but the request has to come from her as the only person on the account. Were merging with ( acquiring XXXX Peoples United Bank this weekend, theyre about half our size so making that call before mid-afternoon today or waiting until XXXX  would be best, really today is going to be better than anytime next week, the phone lines are going to be very heavy next week. 


Since this event, I did not felt safe using my card even though I am is the rightful account holder. The events that unfolded on XX/XX/XXXX and the continuation of discrimination are reprehensible and should be condemned. 

On XX/XX/2022, I attempted to use my debit card to complete purchases however, they were denied. 

I did NOT have access to my funds until I physically went to the branch where I opened my account. 

I NEVER should have never experienced this as a rightful account owner at your financial institution or denied access to my funds at M & T Bank. The fact that I was out of state does not rise to the level of calling the police that are armed with guns and having me trespassed. I was cordial throughout the process and even patiently waited inside the branch which is well documented. I did not refuse to leave the branch I left on my own accord. It is beyond unconscionable that this could happen to anyone especially me a XXXX XXXX in her XXXX. 

The public humiliation, stress, mental anguish, physical strain, denial of funds, access to funds, trespassed falsely accused of fraud and being locked out of her account for over three weeks. No one from the bank has even apologized for this error.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation