Consumer complaint received 2024-09-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
On XX/XX/XXXX, I was denied the opportunity to open a business account by XXXX XXXX XXXX, the bank manager at the M & T XXXX XXXX XXXX. XXXX XXXX informed me that I needed to be registered with the state, which I was not, and as a result, he refused to open my account, leading to what I believe was discriminatory treatment. 

Feeling discouraged, I conducted further research and eventually contacted M & T corporate. I was assured that the issue would be resolved and that the appointed manager would be informed of the nature of my organization, ensuring that my account would be opened without further problems. I was then scheduled to meet with XXXX XXXX at the XXXX XXXX branch. 

Upon my arrival, XXXX XXXX mentioned that he had attempted to contact me by phone but was unsuccessful. He spoke to me in front of other bankers in the lobby, forcing me to explain my situation publicly, which I found unprofessional and uncomfortable. He then invited me to his office but left the door open, prompting me to request that it be closed for privacy. 

During our conversation, I informed XXXX XXXX that I had all the required documents to open my account. His response was abrupt, stating that I couldnt tell him what was needed since I wasnt an M & T employee. He then asked me to wait outside while he attended to other clients. During this time, I contacted M & Ts corporate office, and they assured me I would receive a callback within a few days. Afterward, XXXX XXXX called me back into his office, reviewed my paperwork, and acknowledged that my account should have been opened. However, despite this, he refused to proceed with opening my account until he spoke with the person who initially denied me service, XXXX XXXX. 

XXXX XXXX ultimately denied my request that day, citing the reason that my address is in XXXX while the branch is in XXXX. He expressed that he did not want to include notes explaining why my account was being opened at a different branch, even though he confirmed that I had all the necessary documentation. 

Frustrated, I contacted corporate once again and filed a formal complaint. I was told I would receive a callback within a few days, and eventually, I spoke with XXXX XXXX from the customer advocacy division. XXXX XXXX communicated with all the involved parties and confirmed via email that neither XXXX XXXX nor XXXX XXXX had any valid reason to deny my account. XXXX XXXX had reported that my paperwork was in order, while XXXX XXXX inaccurately claimed that he had asked me why I chose M & T Banka conversation that never occurred. 

XXXX XXXX assured me that he would follow up with XXXX XXXX to resolve the matter. In early XXXX, XXXX XXXX informed me that XXXX XXXX would open my account, and I confirmed that I was available to come in on XX/XX/year>. However, I never received a confirmation or follow-up regarding my appointment. 

I firmly believe I was discriminated against based on my appearance, specifically due to my clothing and hair XXXX, and I expect this issue to be addressed and resolved promptly.

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