Consumer complaint received 2026-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: M&T BANK CORPORATION
State: PA

Complaint narrative:
I am submitting this complaint against M & T Bank for failure to properly investigate unauthorized electronic fund transfer disputes, failure to provide required dispute documentation, failure to maintain accurate consumer address records, and failure to comply with obligations under the Electronic Fund Transfer Act ( EFTA ) and Regulation E. I disputed multiple unauthorized transactions associated with XXXX XXXX as well as disputed charges involving XXXX XXXX. During the dispute process, M & T Bank representatives conducted the claims entirely over the telephone by reading dispute questions aloud and obtaining my responses verbally. Because the disputes were already completed verbally, M & T Bank had the ability to immediately provide any required affidavits, forms, or confirmations electronically via email or secure message. They failed to do so. Instead, M & T Bank relied on mailing correspondence to XXXX XXXX XXXX XXXX, an address where I have not resided since XX/XX/year>. As a result, I never received the alleged notices, requests for information, or dispute correspondence. Despite this, M & T Bank is attempting to use the lack of response to improperly deny, delay, or limit my disputes. A financial institution can not reasonably claim consumer noncooperation while simultaneously sending critical dispute notices to an outdated address. I specifically instructed M & T Bank to dispute EVERY extraction, debit, withdrawal, transfer, and transaction associated with XXXX XXXX in its entirety. My dispute was not limited to isolated charges. I clearly communicated that the entire pattern of transactions connected to this merchant was unauthorized and required investigation under Regulation E. Additionally, charges involving XXXX XXXX had previously been disputed in XXXX for the same issues. The existence of prior disputes involving the same merchant and same circumstances should have triggered heightened review, fraud monitoring, and a more thorough investigation. Instead, M & T Bank failed to properly address the repeated dispute activity and failed to exercise reasonable care in handling my account. M & T Banks conduct raises serious concerns regarding : - Failure to conduct a reasonable investigation of disputed electronic fund transfers, - Failure to provide consumers meaningful access to dispute documentation, - Failure to maintain and utilize accurate consumer address information, - Improper denial or obstruction of Regulation E claims, - Failure to properly document verbal disputes, - Failure to protect consumers from recurring unauthorized transaction activity. I am requesting immediate corrective action, including : - A complete reinvestigation of all disputed XXXX XXXX XXXX XXXX XXXX transactions, - Reversal and reimbursement of all unauthorized or improperly denied transactions, - Copies of all correspondence, investigative notes, recordings, affidavits, and internal documentation related to my disputes, - Confirmation of every address used for correspondence related to these claims, - Written explanation of why electronic delivery of dispute documentation was not offered after the disputes were completed verbally by phone, - Confirmation that M & T Bank is fully complying with Regulation E investigative and notice requirements. M & T Banks handling of this matter demonstrates negligence, inadequate dispute procedures, and failure to comply with federal consumer protection obligations.

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