Consumer complaint received 2026-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: M&T BANK CORPORATION
State: MA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX Phone : ( XXXX ) XXXX Date : XX/XX/year> Subject : Formal Complaint Regarding Unreasonable Account Restriction, Failure to Provide Information, and Denial of Access to My Funds To Whom It May Concern, I am submitting this formal complaint regarding the handling of my M & T Bank account and the continued restriction that has prevented me from accessing my own funds for nearly three weeks without any meaningful communication or resolution. 

On XX/XX/year>, I was unable to access my online banking account. I immediately contacted M & T Bank customer service and was instructed to visit a local branch to verify my identity. 

On XX/XX/year>, I went to the M & T Bank branch located on XXXX XXXX in XXXX, Massachusetts. While at the branch, I successfully made a deposit of {$270.00}, confirming that my identity had been verified well enough to conduct a transaction. I then met with a bank representative who contacted the individual responsible for placing a legal hold on my account. 

I was informed that my account had been restricted because there had been multiple attempts to compromise my online banking. I answered every question asked regarding my internet usage, mobile phone, and account activity. I explained that I had not provided my banking information to anyone and was unaware of any unauthorized activity. After remaining at the branch for approximately an hour and a half, I was told that an investigation would be conducted and that someone would contact me with an update. 

Since then, I have repeatedly attempted to obtain information regarding my account. I contacted M & T Bank on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Every time I called, I was told that someone would contact me, but no one ever has. 

I also spoke with representatives in the Retail Department, including XXXX and XXXX, who refused to transfer me to the Fraud Department or allow me to speak with anyone capable of providing answers. I was repeatedly told only that my issue had been escalated and that I would receive a callback. Despite these assurances, I have received no communication whatsoever. 

As of today, nearly three weeks have passed. My account remains restricted, I have been unable to access or withdraw my own money, and I have received no explanation regarding the status of the investigation, no estimated timeline for resolution, and no written communication explaining why my funds continue to be withheld. 

This lack of communication and prolonged restriction has caused significant financial hardship and has prevented me from accessing money that belongs to me. 

Consumers have important rights under both federal law and Massachusetts law. Financial institutions are expected to investigate suspected fraud promptly, communicate with their customers in a timely manner, and provide reasonable access to deposit accounts once identity has been verified. Massachusetts law also requires banks to act in good faith in their dealings with customers, and unfair or deceptive acts or practices may violate Massachusetts General Laws Chapter XXXX, the Massachusetts Consumer Protection Act. Additionally, federal consumer protection laws require financial institutions to maintain fair procedures when restricting customer accounts and to investigate potential fraud within a reasonable period. 

At this point, I respectfully demand the following : 1. Immediate written confirmation explaining the legal basis for the restriction on my account.

2. A detailed status update regarding the investigation.

3. A specific timeline for when I will regain access to my funds.

4. Immediate restoration of access to my account if there is no lawful basis for continuing the restriction.

5. A written response addressing why I have repeatedly been denied information despite numerous requests over the past three weeks.

If this matter is not resolved promptly, I will continue pursuing complaints with the Consumer Financial Protection Bureau, the Massachusetts Division of Banks, and any other appropriate regulatory agencies. I also reserve all legal rights available to me under state and federal law. 

I expect a prompt written response and immediate attention to this matter. 

Sincerely, 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