Consumer complaint received 2026-06-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
Complaint Regarding Mishandled Account Closure And Failure To Provide Adequate Review To whom it may concern, I am submitting this complaint regarding _Bank and its handling of my account closure and subsequent attempts to seek clarification and resolution. I am professionally disappointed not only by the outcome, but by the systemic failures in how my concerns were processed. XX/XX/year> My account was unexpectedly closed ( or restricted ) without a clear explanation beyond generic language about the banks right to close accounts. XX/XX/year> I visited the branch in person. The branch informed me that they could not assist and explicitly directed me to call the banks support line for further review and resolution. XX/XX/year> I called the support line and followed a detailed script to request an investigation and a manual review of the decision. I clearly asked for escalation and a human review of whatever flags were triggered on my account. XX/XX/year> During this call, even after I followed their instructions and used the specific language they require, my request for a manual review was effectively ignored. The representative repeated the same generic explanation and refused to meaningfully escalate my case. XX/XX/year> When I asked to speak with a supervisor, the supervisor simply restated that the bank has the right to close accounts and instructed me to go back to the branch, despite the fact that the branch had already told me they could not help and that I needed to call the support line. This created an absurd loop where the branch directs me to the call center and the call center directs me back to the branch, with no one taking responsibility for actually reviewing my situation. My key concerns : I followed the script, used precise language, and explicitly requested a manual review of the decision. Instead of reviewing or documenting the specifics of my case, multiple representatives hid behind the banks broad right to close accounts, effectively allowing an automated decision to be final without oversight. My request to escalate to a supervisor did not result in any additional review or explanation. The supervisor repeated the same scripted response and refused to deviate from it, even when I pointed out that I had followed all instructions and was simply asking for a real, documented review. The banks own employees placed me into a circular loop. The branch told me they had no authority and that I must call the support line. The support line, including a supervisor, then told me to go back to the branch. At no point did anyone take ownership of the issue, provide a clear explanation, or offer a path to resolution. This is not merely an individual representatives mistake ; it reflects a systemic design where customers can be endlessly passed around without accountability. Based on the statements I received, it appears that the bank is relying heavily on automated systems to flag and close accounts, then using generic policy language to avoid conducting a human review when a customer challenges the result. This creates a system where there is effectively no due process or meaningful appeal for consumers. I understand that financial institutions may reserve the right to close accounts. My complaint is not simply that my account was closed, but that the bank : Refused to perform a genuine, documented manual review despite my explicit, repeated requests. Failed to provide any clear, specific reason or evidence for the action beyond generic policy language. Structured its support process in a way that left me trapped between the branch and the call center, with each side disclaiming responsibility. I am requesting that the Consumer Financial Protection Bureau : Require the bank to conduct and document a manual review of my case, including the specific reasons and data that led to the closure. Investigate whether the banks practices regarding account closures, automation, and escalation are compliant with consumer protection standards, particularly with respect to transparency, due process, and fair treatment. Encourage or require the bank to fix the circular referral loop between branch and phone support so that consumers have a clear, functional path to get answers and meaningful review. I am attaching/including any relevant documentation I have, including call dates and notes from my interactions. Thank you for your attention to this matter. Sincerely,

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