Consumer complaint received 2025-10-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: M&T BANK CORPORATION
State: NH

Complaint narrative:
I used my M & T Bank debit card to pay for an international internship program in XXXX, XXXX, through XXXX XXXX XXXX. The total cost was {$6400.00}. After arriving in XXXX, I discovered that multiple essential components of the program were not delivered as advertised, and several material misrepresentations prevented me from participating safely or meaningfully in the experience. The program advertised that XXXX proficiency was not required and that daily supervision would be conducted in English. In reality, the internship placement functioned almost entirely in XXXX, including daily work and communication, which made it impossible for me to complete the program as represented. The program materials also promised three meals per day through homestay accommodation, but meals were not consistently provided, leaving me to purchase my own food. Additionally, my assigned housing changed at the last minute, and the explanations provided were contradictory. I was told in writing that the original host family experienced a medical emergency, yet the local coordinator informed me in person that the change occurred because the family mixed up the months. A second host family arrangement also fell through shortly before my arrival, leaving my accommodations unstable and inconsistent with what I paid for. 

My early departure from the program was not voluntary or based on homesickness ; it was the direct result of the programs failure to provide the essential services advertised, coupled with unsafe, uncomfortable, and academically unproductive conditions. I was doing to program to fulfill university requirements, but it was unable to provide the services I had been promised, which was the primary reason for my departure. 

The merchant refused to issue a refund solely on the basis that I left the program early, without acknowledging or addressing the factual circumstances that necessitated my departure. This explanation disregards the programs misrepresentations and undelivered services and improperly shifts responsibility onto me as the consumer. 

I submitted a detailed dispute packet to M & T Bank that included documentation of misrepresentation, nondelivery of services, contradictory statements from the merchant, and evidence that I reported my concerns promptly. Despite this, M & T denied my dispute. 

The denial did not explicitly address my evidence, did not reconcile inconsistencies in the merchants statements, and did not explain how the bank verified the merchants claims. The explanation provided was incomplete and did not reflect a reasonable or thorough investigation under Regulation E. 

When I spoke to members of the XXXX XXXX XXXX XXXX , they informed me that the reason my dispute was denied was due to the fact that I left the program earlier, which, as outlined previously, was not voluntary. I departed the program as it did not provide the advertised products. Then, after speaking with a branch manager, she explained the reason that my dispute was denied was because I purchased my own volition. She was unable to explain the process the bank went through, and was unable to confirm if my evidence was reviewed thoroughly. I was further advised by M & T that the bank can not assist when a dispute involves misrepresented services. This guidance is incorrect and contradicts Regulation E, which explicitly requires a reasonable investigation of errors involving debit card transactions, including situations where the services were not delivered as represented. This misinformation materially affected the handling of my dispute. 

This dispute also involves a foreign merchant, which requires the bank to exercise heightened diligence under Regulation E. Despite this, the bank relied solely on the merchants contradictory statements without adequately verifying the facts or considering the evidence I submitted.

I am requesting the CFPBs assistance because the services I paid for were not delivered as described, the merchant denied a refund using an inadequate justification, and M & T failed to conduct a fair investigation before denying my dispute.

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