Consumer complaint received 2025-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
I am writing to urgently appeal the recent denial of my fraud claim regarding a loss of {$2400.00} from my checking account. I was the victim of a sophisticated scam in which individuals impersonated XXXX customer support, and I was misled into authorizing transactions under false pretenses. 

Here is a summary of what happened : I called what I believed was XXXX official customer service number after having an issue with my account. 
The individuals I spoke with posed as XXXX representatives. They seemed legitimate and directed me to a XXXX XXXX video call, where they guided me step-by-step. 
They had me create a XXXX debit card, claiming it was necessary for verification or fraud protection. 
I was told to transfer money to my husband as a dummy transaction for verification, but this was a manipulation tactic. 
The scammers then used that setup to steal {$2400.00} from my checking account taking it twice. 
I did not understand what was happening until the money was gone. I acted immediately and went to the bank in person to freeze my accounts and report the fraud. 
I received provisional credit after completing the dispute form, only to be later denied. 

I never intended to send this money to a criminal, nor did I benefit from these transactions. I acted in good faith under the belief I was protecting my account. 

This scam involved impersonation, deception, and real-time manipulation all textbook examples of social engineering fraud. I urge you to reconsider my case in light of this information. 

I have done everything by the book : I acted immediately and documented everything. 
I was deceived by criminals impersonating a trusted company. 
I received no goods or services, and the money is gone. My checking account reflects this. I never transfer funds in that amount or that large. I was trying to link my checking account to my XXXX account- I was guided by what I thought was XXXX support -I was scammed. They stole {$1200.00} from me in two transactions. I was sent a form to fill out and return to M & T Bank- I filled it out in great detail and the lady I spoke with on the phone said, we dont have this information, and that they have it in the computer that I didnt receive a service or canceled service. That is incorrect. I can explain it in great detail. I have phone numbers, dates, screen shots and more. 

My appeal was denied by M & T Bank. They said they will reverse the provisional credit of {$2400.00} on XX/XX/year>. Please make an exception. I work hard for my money. I am a nurse and that took me a month to make. Please. I had to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) under Regulation XXXX, which protects consumers from unauthorized electronic transfers due to fraud and manipulation. 

Please escalate this urgently and reconsider the denial. 

Thank you. 
Date of transaction XX/XX/year> and XX/XX/year> Claim number XXXX Card ending in XXXX ( at the time ) Last name on my account at the time ( Fava ) ( XXXX name )

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