Consumer complaint received 2024-08-12 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: CT

Complaint narrative:
CASE # XXXX M & T BANK Financial Institution ( Acct # XXXX ) : XXXX XXXX XXXX, XXXX, CT. 
On XX/XX/XXXX approximately between XXXX pm - XXXX pm I attempted to withdraw {$1000.00} cash from the M & T ATM drive thru lane.This was a pin transaction. Ample money was in the account and when doing so I received an error message " process can not be completed? NO RECEIPT was dispensed. I tried again and the same message was displayed in the window and again, NO RECEIPT was received. I made a U-turn and then drove to the window with a teller and described what happened. I explained to her ( I can identify her, but do not have a name ) what happened and asked her " can you be sure {$1000.00} was not withdrawn from my checking account, no receipt was received and other cars are completing their transactions. She rereviewed my checking account and said " NO ''. I then requested {$1000.00} from the same account, filled in the withdrawal slip and was dispensed my {$1000.00} cash. The next day I reviewed my electronic checking account summary and noted XXXX WITHDRAWLS were made XXXX at the drive thru ATM and a second at the " counter ''. I called the bank and they advised i come in to discuss. I discussed this with XXXX XXXX XXXX and she filed a dispute report and at the same time reinstated {$1000.00} in my checking account until a review was completed. I received a # XXXX response dated XX/XX/XXXX outlining dispute summary, asking me for additional documentation. On XX/XX/XXXX I received the response that " my transaction was processed correctly, my claim was denied and my {$1000.00} provisional credit would be deducted XXXXand to adjust my account accordingly ''. ( summarized ). ALSO stated in the letter it states '' the information & documentation we relied upon in connection with our investigation are available upon request. I have asked for this multiple times and been told that the review has been completed asking me for proof! I called the banking institution again following this letter and asked about an appeals process and I was assured it would be resubmitted. On XX/XX/XXXX I received another letter stating a " thorough investigation was completed and the transaction was processed correctly ''. AGAIN, stating " the information used for this decision is available on request ''. NO INFORMATION to date has been shared with me. On XX/XX/XXXX I called the # XXXX number and spoke with XXXX who passed me to XXXX the supervisor or advised " this was reviewed without any documentation but a verbal review ''! I advised I would be filing a dispute with the state and again I was advised I need to provide documentation. THE ONLY DOCUMENTATION I HAVE IS THE CHECKING ACCOUNT SUMMARY of the day of the event showing I went through an ATM machine AND a counter window. NO RECEIPT PROVIDED x XXXX!!! I would like the following to be part of the : XXXX to review the tape of the transactions, and this be shared with the customer of XXXX  years XXXX Review of ATM transaction tape that the machine records and messages dispensed on screen XXXX. ANY and ALL information used in this determination including the interview of the live drive through teller that processed my request for the {$1000.00} and assured me money was not taken out of my account XXXX. To be informed of who provided the second appeal review? I was told it was another person in the same appeals department???

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