Consumer complaint received 2016-04-21
Company: M&T BANK CORPORATION
State: MD
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
A charge of {$170.00} to XXXX XXXX on XXXX XXXX, XXXX appeared on my XXXX XXXX, XXXX thru XXXX XXXX, XXXX statement. I contacted the bank upon receipt XXXX XXXX, XXXX. I spoke to XXXX and she told me she would open a case file ( case # XXXX ) She said she would send me forms to fill out and mail back. In the meantime I contacted XXXX and was told that they could not provide me with any information regarding the account the money was posted to. They did verify that it was not credited to my account. I called the bank again XXXX XXXX, XXXX and was told that paperwork was mailed to me the previous week. I did not receive anything from them until I received a letter on Saturday, XXXX XXXX, XXXX that was dated XXXX XXXX, XXXX. This letter stated that there was nothing in my account to indicate that the transaction was unauthorized and that if I disputed this I should fill out the Written statement of unauthorized debit '' form and mail it back to them. I filled out this form, signed it on XXXX XXXX and mailed it back in the envelope provided. I never received a response from this and upon receiving my next statement I called them on XXXX XXXX to inquire about what happened. The person I spoke to that said she would research it and I could call back later that day to find out what happened. A few days later I received a message on my voicemail from the XXXX M & T bank about something else. At the time I thought she was calling me about my claim. She only wanted to know if I wanted to open other accounts ( the nerve of them after treating me so badly ). When I realized that it was not about my claim I contacted the bank again on XXXX XXXX, XXXX and was told that a letter had been sent to me dated XXXX XXXX. As of XXXX XXXX I had not received that letter. At that time I was told that I needed to write a letter to the dispute department to reopen the investigation. The next day I went to the XXXX XXXX and asked them to pull up my account. They pulled up a letter dated XXXX XXXX that I never received. This letter said that they had done a thorough review of my account and nothing in the record indicated that the transaction was unauthorized or processed improperly. At that time I asked to bank rep. to fax my request to reopen fraud investigation. I don ; : t think that the bank has been honest with me regarding this investigation from day one. Every time I called them they told me that they had sent me something and I never received it. They have my correct address so I don ; : t know why I never got letters they said were sent to me. This is a XXXX account and I never pay my bills from this account. I only use this account to purchase special items for myself and my grand children. I have spoken to friends and family about this situation. They told me that when this happened to them they were told to close out the account. M & T never told me that I should close out the account to avoid additional fraud. {$170.00} may not be a lot of money to some people but when you are retired and on a fixed income it is a lot of money.

Company response to consumer: Closed with monetary relief