Consumer complaint received 2017-04-11
Company: M&T BANK CORPORATION
State: NY
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
Good morning. I would like to file a complaint against M and T bank, specifically the dispute department, as I strongly feel that they did not take my dispute against a transaction I made back in XX/XX/XXXX very seriously, or do what they could to protect my funds. The problem first occurred when I purchased XXXX tickets for a XXXX through a company called XXXX. I purchased the tickets through them because of the seating and sections they had available, as we had a large number of children going and we needed to sit together. Once I purchased the tickets I got an email with the tickets sections moved all over the place ( not in the sections I ordered ). The company would n't let me have a refund ( {$850.00} ) for the tickets so I filed a dispute with M and T bank ( my bank ). The tickets were purchased on XX/XX/XXXX and the dispute was filed the same day. XXXX claims that they hold the right to move sections around or upgrade them if needed, which I did find that it does state that about XXXX paragraphs down in the fine print. However, that is no longer what my dispute with them is about. While waiting for the results of the dispute the date of the XXXX show arrived and we were faced with making the choice of not going to the show and risking losing the dispute/money spent on the tickets AND missing the show, or just dealing with the seating arrangements and still going to the show and forgetting the dispute. Not wanting to upset of bunch of little girls, we decided to just go to the show and deal with the seating changes. However, once we got to the show we found out that the tickets we purchased were invalid and we could n't get in with them. I also found out that the seats had been sold to someone else. I have a representative from the venue that can back up my complaint and was willing to verify all of this with the bank to help me win my dispute. So now XXXX is no only getting my money for the tickets, but also someone else 's who was actually able to use the tickets they bought. I do n't understand how M and T can find it fair that XXXX knew they made the tickets invalid, yet never told me that, and knew they were n't going to work once the show arrived, yet still feel that they are entitled to my money. If the tickets were n't going to work during the time of the show then I should have been guaranteed my money back, especially if they got the money from a third party. Also, a friend of mine who was going to go to the show with us filed the SAME dispute on the SAME day for the SAME reason because of the seating changes and her bank got her all her money back. I can provide a letter from her bank verifying this. So my question is why was XXXX willing to give her all of her money back but not me when the case and dispute are exactly the same? I feel that I provided M and T bank with very strong evidence to support my dispute but they did little with it. I provided them with a letter explaining the whole situation, the tickets with the word " invalid '' written on each one followed by the date and initials of the representative at the venue, the business card of the representative so he could be contacted, and I have an email from XXXX stating that they made the tickets invalid prior to the show. The problem with the dispute department at M and T is that they ca n't be contacted for any reason. You can only fax information to them, which made it hard. I am hoping that you can help me get my money back, and soon. I received a letter YESTERDAY that I lost the case and that they will be taking my {$850.00} out of my account TOMORROW. I do n't think this is fair and truly can not afford to spend that kind of money on a XXXX show. I am happy to provide you with any information you need to help win this and keep my money in my account.

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 monetary relief