Consumer complaint received 2025-08-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: M&T BANK CORPORATION
State: MD

Complaint narrative:
XXXX Around XXXX went to use my bank card having available funds totaling {$5500.00} card did not work tried using card twice no success. 
XX/XX/XXXX XXXX Called customer service spoke to agent who informed me that my account was being closed, No explanation to why. Requested to speak with a supervisor who may be able to give me more information. Was connected to XXXX who I spoke to got duration of XXXX named XXXX who informed me that he could not provide any additional information that I should go into branch in the morning. Was requesting information as to why my account was closed, why I was not notified as I am enrolled in electronic delivery and mail delivery and the last thing I got was a bank statement and nothing more. Requesting also when my funds would be returned and how it would be returned. No information given. 
XX/XX/XXXX XXXX went into branch located at XXXX XXXX XXXX XXXX XXXX XXXXXXXX spoke with Relationship banker XXXX XXXX was also informed that my account was closed as of yesterday but also could not give me any information to why, ask to have available funds transferred to other account she said because it was closed she was unable to do that and that since the account is closed I should receive notification today by mail XX/XX/XXXX and should receive my funds in a form of a check in XXXX business days. She informed me my other account was not being closed just this specific account due to me receiving direct deposit I wanted to ensure my other account was not being closed was informed my other account was not being closed and neither was my uncles account which I am joint owner to. No other information provided. Was told if I did not receive notification I should reach back out to customer service XXXX. 
XX/XX/XXXX XXXX mail came no notification, XXXX online banking information for account not available no longer have access to statements or access to account XXXX back on phone with customer service explained what was going on repeatly asked as if I was lying did I not receive notification to verify identity repeatly responded with only notification I received by mail was a bank statement from XX/XX/XXXX. After about XXXX min redirected once again to XXXX and informed him I did go into branch and they were also unable to give me any information that I now can not see account or funds available, inquired when and how I would receive my funds was it coming through usps or would it be certified mail again told no information could be provided was told he did file my complaint yesterday and said he would connect me to a senior supervisor who could give me more information after waiting for a few minutes they hung up on me. Now XXXX filing a complaint due to not being notified of account closure, bank also did an unauthorized check with XXXX  company which I discovered yesterday when trying to figure out why my account was being closed, Bank will not provide me with information to when and how my funds will be delivered or how I can retrieve my funds, will not provide me with statements although I did download last night and have requested a paper copy, also as to why the account was closed in the first place and why I was never notified that the account was being closed or if I needed to come in to verify identity, also even in person in branch unable to withdraw funds or deposit into other active account with mtb or receive a check in person. At this point I believe my funds are being held without reason.

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 non-monetary relief