Consumer complaint received 2025-10-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: M&T BANK CORPORATION
State: MD

Complaint narrative:
To Whom It May Concern, I am filing a formal complaint against M & T Bank regarding the mishandling of my recently opened business account and the unexplained hold placed on my funds. 

When I deposited a business check into my account, I was informed by the teller that the funds would be available the next business day. I relied on this information to conduct normal business operations. However, the bank later applied a XXXXbusiness-day hold due to new account policies a policy that was never disclosed to me at the time of deposit. 

When I contacted the M & T Contact Center, the customer service representative informed me that an exception could be made on the hold if I requested it at the branch level. This is the only reason I approached the XXXX XXXX XXXX to request the exception. 

The Branch Manager stated that he would contact his XXXX and the back office to confirm. He later informed me that he could, in fact, make the exception, and even showed me the email he sent to the back office requesting the release of the hold. He told me the hold would be lifted by XXXXXXXX XXXX that day and that he would call me to confirm. However, he never called. Instead, he took the next day off and then went on vacation for the following XXXX days. 

When I called the XXXX location for an update, I spoke with XXXX, who informed me that my account would be closed and that I would receive a check in the mail. He provided no further details. When I later visited the branch in person to inquire about the closure, XXXX identified himself as the XXXX XXXX rude and dismissive, stating that he had no additional information. Instead of receiving assistance, my account remained on hold. 

Frustrated, I contacted a different branch to escalate the issue. XXXX at the XXXX XXXX location was extremely professional and helpful. She verified that my account was not closed and that there were no restrictions on the account information, contrary to what multiple customer service representatives had told me. She mentioned that the account was simply under review, which was the first accurate information I received in weeks. 

To date, no one has been able to explain why a hold was placed on my account, nor have I received any formal communication regarding the review. I was told a letter would be mailed explaining the situation and outlining how my funds would be returned, but I have not received any correspondence or confirmation to date. 

As a business owner, I depend on timely access to my funds to operate. I feel I have been treated unfairly and possibly discriminated against. I am also deeply concerned that the XXXX XXXX XXXX may have retaliated against me for filing a previous complaint by flagging my account as suspicious. This behavior is unacceptable and inconsistent with the professionalism and integrity expected from M & T Bank. 

For context, I have a clean background and over XXXX years of executive-level experience in the government contracting industry. I am also married to a retired police officer, and integrity means a great deal to me. I have never experienced such poor treatment or lack of transparency from any financial institution in my professional career. 

I am requesting the following : A clear and documented explanation for why a hold was placed on my account. 

Confirmation of whether the deposited check has cleared. 

Immediate release and full return of any funds associated with the account. 

A formal explanation as to why my account was closed ( or considered for closure ) without notice. 

This situation reflects a serious breakdown in customer service, communication, and accountability at the branch level. I expect a prompt and thorough investigation, along with written clarification resolution, and access to my funds. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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 non-monetary relief