Consumer complaint received 2024-12-13 00:00:00
Product: Debt collection — Auto debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
On XX/XX/2024, i went online to M & Ts online banking portal and accessed my auto loan account. I accessed the account after I had gone to M & T bank and made a payment on my auto loan account with cash. When I accessed my online account I went and canceled the payment that was scheduled in their system for XX/XX/2024 in the amount of {$340.00}. However on Monday XX/XX/2024 the payment which I had canceled was processed by M & T and overdrew my XXXX XXXX  account. Upon realizing this I called M & T and asked for the payment to be refunded. The representative which I spoke at the time said that it would take up to XXXX business days for the request to be processed if approved. When looking at my online bank account with XXXX, I saw that the payment was still processing. Knowing that I did not have any additional money and needing the money that was in my account I asked XXXX XXXX  to process a stop payment. XXXX XXXX  went and processed a stop payment, since I could not wait XXXX to XXXX business days for a refund request. XXXX XXXX  also advised they could waive the stop payment fee as long as they received documentation from M & T BANK that there was an error made on their end when they processed the payment, which was actually a canceled payment on their system that they processed anyways. So I called M & T back. On XX/XX/2024 at XXXX XXXX XXXX I spoke to several different representatives. XXXX representative explained to me that my request for the payment to be reversed and refunded back would be denied since the account was passed past due. I explained to them that I had the confirmation screenshot that I had indeed canceled the payment and I explained that they were trying to process an unauthorized payment. I then explained my bank is asking for documentation that they made an error on their end and processed the payment, which shouldve been canceled. Eventually, I was transferred to a manager. This manager explained that they had already accepted the payment however even though my bank had not processed the payment fully yet they have already accepted payment and applied it to my account and now would fight my bank and fight the stop payment request and take an payment. I explained to them that the payment was an unauthorized payment and I have even sent an email to the manager that I was talking to on the phone, which she requested, showing my confirmation of the canceled payment, I also sent another screenshot, which showed my payment activity on the account using the online banking system for M & T. This showed there have been no payment scheduled online processed since XXXX. I explained they processed a payment by error that was canceled. The payment had been canceled. I explained I was also told that my refund would not be approved which I explained I had already made the request with my bank to issue a stop payment. The manager still said that they would fight the stop payment that my bank was issuing on the payment that they processed. To clarify, I asked the manager, you are telling me that you are going to fight my bank for an unauthorized payment on a delinquent account, correct? I asked this question because she was explaining that is exactly what they are going to do. A previous representative, said that even though I explained the payment was unauthorized, they would not refund the payment to me because the account was delinquent and even after I explained countless times I canceled the payment and this was an unauthorized payment, and I was explained by multiple representatives, including the manager, due to the fact the account was delinquent, and they had no proof on their end they made an error, They would still take my unauthorized payment, which I explained was illegal, and that my account was delinquent, and they said they would make no such documentation explaining that they processed my payment by error. Even after sending my emails to the manager, showing my account activity and the canceled payment confirmation, she was adamant on, still trying to fight my bank to take the unauthorized payment on my delinquent account. I explained this was illegal and I ended the phone conversation

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