Consumer complaint received 2023-09-27
Company: M&T BANK CORPORATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/23 I entered M & T banks XXXX XXXX location. I asked to speak with the branch manager about depositing a check that came for my clients. At the time I had a POA for the wife XXXX because she was my main point of contact throughout this claim. XXXX XXXX the branch manager sat with me in the lobby and looked over my documents, the POA for XXXX and an indemnification agreement drawn from M & T bank for a colleague of mine who runs the same business. He told me that he never saw the indemnification agreement before and that since the check had both XXXX AND her husbands name on it I would need a POA for XXXX as well. He said if the check said OR you would be good to go but since it says AND youll need that POA. I said ok hes a busy man but Ill have XXXX let him know this needs to be done. At that time XXXX stands up and says once you get that POA you should be good to go, let me make copies of all your documents and XXXX leave them with Ahmand ( manager in training ) because I will be away next week. On XXXX I got the POA with XXXX notarized. The same day I take all documents to the XXXX XXXX location and present it to them. I was helped my I recall the assistant branch manager. She tried her best to help and when I told her that XXXX said he put all the copies of my documents on XXXX desk he had no clue of what I was talking about and couldnt find the documents. After being in the bank for over an hour I was told that they submitted everything to risk management and I would have to wait most likely XXXX business days. As I called to check the status periodically there was no movement and they havent heard anything back from risk management so they say. At this point I had questions about the process that no one seemed to have answers for. When XXXX returned from vacation he gave me a call and told me that my documents were still under review and was very negative about what he thought would be the outcome saying things like Ive never seen an indemnification agreement like this our system and neither have XXXX XXXX in risk management. In my 25 years of banking Ive never seen this. I dont think the bank would agree to this but I could be wrong. He proceeded to tell me that he hopes XXXX didnt make this up using the XXXX Trying to discredit XXXX 40 years of banking. The vibe he was giving off didnt seem right to me but I still followed his lead and continued to wait. XX/XX/23 I spoke to XXXX again. This time he was still slightly negative about my approval from risk management still talking about the indemnification agreement. Downplaying the properly drafted and notarized POA I have for my clients saying the POA just means they were there and signed it. That a notary doesnt make a form legally binding He also informed me that since risk management had never seen this indemnification agreement before they sent it to the legal department. I said to him ok but doesnt a bank have to acknowledge and accept a legally drafted and notarized POA? XXXX then says not if the bank thinks the check should be in the hands of the payee. At this point I realize that he was never here to help me because he thinks that I shouldnt have this check for my clients. All my documentation is correct and the business of Surplus funds recovery is legit. The only other reason he could think this is because Im a XXXX man with XXXX and XXXX because all my documents are done correctly by the state of NJ laws. That same day XX/XX/23 I filed a complaint with M & T for XXXX discrimination against XXXX XXXX. Even then I still waited like he said for XXXX more weeks. XX/XX/23 I called the XXXX XXXX branch and spoke to XXXX again. This time he tells me that its still with legal and he spoke to risk management on XX/XX/23 and the status was still the same. He was Still negative about my approval. Saying he guess is that the bank wont be comfortable with this transaction. He could be wrong and that he was divorced before so hes been wrong before XX/XX/23 I decided to take my documents to the XXXX XXXX bank because this is where my colleague got his approval and they were familiar with this business model. I went there to with my documents initially to see what the process was and if I had all the proper documentation needed to make a deposit. XXXX the branch manager immediately said oh this is the same type of business XXXX XXXX my colleague ) runs. All his documentation has to go through XXXX XXXX I then gave my POAs to the teller XXXX along with my ID and the check. XXXX was on the the computer emailing or messaging XXXX XXXX from risk management. XXXX asked if I had anything to do in the area because she had to wait until XXXX emailed or messaged her back. I told her I have time and can wait. XXXX then said let me try to get her in the phone and she did. I was told by XXXX and the XXXX XXXX branch that risk management could only be contacted by email or a ticket system. That was a lie as XXXX got on the phone with risk management almost right away. She made copies of all documents made sure I submitted all the proper documents to have an open business account as well. XXXX put notations on my account from XXXX XXXX that its safe to deposit the check while the indemnification was being drafted. She said I would have to come back to the branch once the indemnification agreement was ready for me to sign. They then deposited the check which made it clear to me that XXXX XXXX was never trying to help me because he had me waiting for a month for what the XXXX XXXX bank did in XXXX. XX/XX/23 I get several calls back to back from a Connecticut number I didnt recognize XXXX. I answered the last call it was the Fraud Department. I guy named XXXX XXXX. They froze my account and XXXX XXXX had a lot of questions on how I operate my business. He asked if I was working with XXXX XXXX and said yes but Ive since filed a XXXX discrimination complaint against him. XXXX XXXX asked If I had a contract or something signed with my clients and I said yes. He provided me his email and I emailed those documents over to him right away. These are signed and notarized agreements that outline every aspect of my services along with my fee and the total pay out to the client. XXXX XXXX told me he had to reach out to XXXX XXXX to make sure the check was legit and the process would take XXXX hrs to be all cleared up. It was now clear to me that XXXX never sent my documents to risk manage instead was in contact with the fraud department. They went as far as freezing my colleagues account as well. XX/XX/23 I called to check the status of this investigation and was told that I need to close my account because the business exceeds the risk appetite of the bank. I asked what was the reason and the rep said thats all they have in the notation from XXXX XXXX.

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