Consumer complaint received 2025-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
- first contact/ opening for personal account M & T Bank with XXXX XXXX on Date XX/XX/year> at XXXX XXXX XXXX funded by an outside source from a wire not business related - Opened business account with XXXX XXXX on XX/XX/year> at XXXX XXXX NY XXXX XXXX XXXX XXXX sat at XXXX Branch with XXXX XXXX and XXXX XXXX on the phone. Told them the exact volume I would be doing and exactly how my business operates and how I send wires out to my contracted employees and for my leads. Both were impressed by the volume I told them I could do and stated it was not an issue what so ever on date XX/XX/year> - Continued conversation with XXXX XXXX on XX/XX/year>, XX/XX/year> and after discussing volume and annual limits and transaction size limits XXXX told me it was opened and approved on XX/XX/year>. 
- On XX/XX/year> spoke with XXXX XXXX and specifically asked him XXXX, given that a lot of my transactions are on the larger side sometimes the transactions get declined first before approval is there a such thing is a decline ratio for merchant services that I should be aware of? XXXX stated no there is not, dont worry about it keep doing exactly what you are doing I said ok no problem thank you just want to be compliant. 
- XX/XX/year> my personal and business account were frozen and on this date I was asked to speak on a XXXX call with the following people : XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. The first thing said to me on this call was a lot of your approvals get declined first you are over the allowed decline ratio I stated I had just had a conversation with XXXX the day before and he said there was no such thing as a decline ratio. To which he immediately replied thats not true thats a lie we never spoke about that and made me out to be a liar infront of every one on the call. They went on to ask me about how my business flow works and who my partners were and where I get my leads. I gave them all the answers honestly and transparently. To where they then questioned me on why do I pay so much to where I get my leads from and that my leads sound expensive to them. To which I clarified that none of them know, understand or have ever been in my industry and found it very strange for them to question that. They then asked if anyone else sees client information and I stated ; yes of course I have a whole back end team who works with every client and gets all documents needed in house and stays in contact with them throughout the entire process. To which they then questioned that as well and said oh so you are sharing sensitive information with other people? I clarified that my backend team has no access to credit card information. But of course they have access to their names and phone number/ email address and asked them what company in the world does XXXX person who owns the company wear every hat for the entire company and do everything from A to Z that is not practical nor realistic. Which they just brushed off. They then asked for a sample contract and invoices for all clients which I provided. But my business and personal account were frozen on that day. 
- On XX/XX/year> I go into the XXXX branch to see if I can withdraw my funds or expedite the situation. To which both were declined. I asked both XXXX and XXXX my personal and business representatives respectively if they had any information about my situation to which both said they had no information know nothing and have no time frame of how long my funds would be frozen. 
- After constant calls to XXXX, XXXX and XXXX asking them about my situation and in almost XXXX weeks given absolutely XXXX information about anything regarding my accounts just that its above their head. I constantly asked who do I have to speak to give me a contact so I can ask about timelines and try to help expedite this situation which none of them would. 
- After more non-communication and neglect from every single person at M & T I decided to try to take things into my own hands to try to get some sort of response or communication. 
- On XX/XX/year> I sent an email to XXXX XXXX and everyone else on the leadership page for M & T bank to which I got a call from a lady by the name of XXXX XXXX who stated she is from the executive division and felt horrible about my situation and will do everything to get it rectified. She stated it would be sent to the proper person in order to do so. 
- On XX/XX/year> I was contacted by XXXX XXXX and she stated that she would be my point of contact and that she would get it rectified. 
- I spoke to XXXX for about XXXX minutes on the initial phone call to ask her about everything about my case and how I can help expedite it as at this point I havent had access to to a single XXXX to live in almost a month. She ensured me that she would get handled and have answers for me. 
- Spoke to XXXX again on XX/XX/year> which she stated she believes it is leaning towards just closing my account out and I could just pick up a check for both of my accounts. Which sounded great to me. XXXX stated it made no sense to freeze your account if they were doing it for risk of chargebacks when freezing it would cause that to happen because you cant pay your employees to do the work and the whole situation is a catch XXXX. Which I completely agreed and said thats what Ive been saying from the beginning. 
- I tried calling XXXX on XX/XX/year> and XX/XX/year> to which there was no answer. XXXX called me on XX/XX/year> to which she stated she had no new information about the case. She stated that this was a different department and out of her hands. I asked her so then why was this assigned to you and she stated thats a fair question and I have no idea to which I replied so basically I have just been getting the run around this entire time because theres nothing you can do. 
- Since XX/XX/year> I have continuously tried to call XXXX XXXX and XXXX XXXX who both assured me that I could contact them at any time if I ever needed anything and neither of them have answered XXXX single time since them nor have they ever attempted to call me. 
- I have also sent two more follow up emails to M & Ts leadership team and have never received a single response once from anyone.

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