Consumer complaint received 2025-03-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: M&T BANK CORPORATION
State: MA

Complaint narrative:
Nature of Complaint I am filing this complaint regarding M & T Bank 's improper handling of my deposit, false claims about communication attempts, misrepresentation of facts, and unprofessional conduct by bank representatives. These actions appear to violate Regulation CC ( Expedited Funds Availability Act ), Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) regulations, and general banking standards. 

Chronological Account of Events XX/XX/2025 : I purchased XXXX money orders in the amounts of {$490.00}, {$490.00}, and {$490.00} using my debit cards to earn rewards points, a common and legitimate financial practice. 
XX/XX/2025 : I deposited these XXXX money orders into my M & T checking account at a local branch. 
XX/XX/2025 : I received a text message from M & T claiming " suspicious activity '' was detected and restrictions were placed on my account. I called customer service immediately as directed. The representative could not provide a specific reason for the hold but stated my " depositing checks '' was flagged as suspicious. I verified my identity and confirmed these were legitimate transactions. I was told a review would be completed in XXXX business days and funds would be released by XX/XX/2025. On this same day, all three money orders were cashed by M & T Bank, as confirmed by XXXX XXXX. 
XX/XX/2025 : M & T generated a letter claiming " We have information that indicates that the check may not be paid '' as justification for the hold. This letter was not received until XX/XX/2025, almost a week later. This reason is demonstrably false as the money orders were already cashed on XX/XX/2025, as verified with XXXX XXXX. 
XX/XX/2025 : After not hearing from M & T by the end of the XXXX period they specified, I sent a detailed message through their secure messaging system requesting immediate access to my funds, a written explanation for the hold, and confirmation this would not affect my account standing. 
XX/XX/2025 : I received a non-substantive reply in the secured message system stating only that they received my email and would respond " as soon as possible. '' I also received the XX/XX/XXXX letter with the false claim about the money orders potentially not being paid. 
XX/XX/2025 : I visited an M & T branch to resolve the issue and close my account. The teller informed me my account was on a " legal hold '' that branch staff could not remove. The teller helped me call the fraud department. The fraud department associate falsely claimed she could only see XXXX money order in the system, despite all three being clearly visible in the online banking system 's electronic records ( I have proof of the images downloaded from the online banking system ). 
XX/XX/2025 ( morning ) : I received a call from XXXX XXXX XXXX, a Fraud Field XXXX. She falsely claimed that customer service had attempted to contact me earlier in the week. I received no such calls from any legitimate M & T phone numbers, and no voicemails were left. I have my phone records to verify this fact. XXXX XXXX questioned why I deposited XXXX money orders of " strange amount '' after not using the account for XXXX months. I explained I purchased these money orders to earn rewards from my debit cards - a common and legitimate practice. She responded that " it doesn't make sense to me '' and used an inappropriate, impolite, and condescending tone, stating " I am really not appreciating the way you are talking to me. '' She requested proof of purchase receipts for the money orders and informed me M & T would " not be retaining my account. '' XX/XX/2025 ( afternoon ) : After providing the requested documentation, I visited a local branch and successfully withdrew my funds. When I attempted to close the account, I was informed branch staff could not do so as only the " back office '' had that authority. 
XX/XX/2025 : I received another message through the online banking system falsely claiming that M & T had " attempted to contact you concerning your account access, however, you did not return the calls. '' This was sent the same day I spoke with XXXX XXXX, demonstrating poor internal communication or deliberate misrepresentation. 
XX/XX/2025 : I sent a final message through the secured messaging system, correcting their false claim about prior contact attempts, confirming my conversation with XXXX XXXX, documenting my fund withdrawal, and requesting formal account closure with confirmation. 

Violations and Concerns XXXX. Regulation CC Violations : M & T improperly held funds from money orders beyond the regulatory timeframes without valid justification. Money orders are prepaid instruments that should be available within XXXX business days. 
XXXX. False Claims and Misrepresentations : o Claiming money orders " may not be paid '' when they were already cashed o Falsely stating they attempted to contact me when my phone records show no such attempts o Falsely claiming only XXXX money order was visible in their system XXXX. Improper " Legal Hold '' Designation : The bank labeled my account with a " legal hold '' without any court order or legal action to justify such a restriction. 
XXXX. Unprofessional XXXX : XXXX XXXX used a condescending tone during our conversation on XX/XX/XXXX. When I explained my legitimate practice of purchasing money orders to earn rewards points from my debit cards, she dismissed this explanation stating " it doesn't make sense to me '' and used the phrase " I am really not appreciating the way you are talking to me '' when I attempted to explain further. Her reasoning is questionable- just because a banking practice is unfamiliar to her doesn't make it suspicious. This suggests either a lack of knowledge about common banking reward systems or a predetermined conclusion about my activities. 
XXXX. Shifting Explanations : The bank provided multiple contradictory explanations for the hold : o '' Suspicious activity '' o '' The check may not be paid '' o Questioning of " strange amounts '' o Account dormancy concerns

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