Consumer complaint received 2020-12-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
-- Original Message -- - Sent : XX/XX/XXXX XXXX XXXX To : M & T Bank Subject : General Account Question Hello. I wanted to know if I have met the conditions for the bank bonus on this account. Thanks for your help. XXXX XXXX -- - Original Message -- - Sent:XX/XX/2020 XXXX XXXX  To : XXXX XXXX Subject : RE : General Account Question Dear XXXX XXXX : Thank you for your cash bonus inquiry. I am showing that the promotional code of XXXX has been added to your MyChoice Plus Checking with Interest account. My review of this promotion shows this was a special promotion and the offer is non-transferrable. Only the person receiving the promotion qualified for the bonus and as a result, we are unable to offer this promotion to you. I apologize for the misunderstanding. If you have a copy of the promotion with your name and address on it, please bring it to your M & T Branch. If you have any additional questions, please email me or contact the M & T Telephone Banking Center at XXXX. Representatives are available Monday through Friday XXXX to XXXX, Saturday and Sunday XXXX to XXXX, ET. Thank you for banking with M & T. - -- - Original Message -- - Sent : XX/XX/XXXX XXXX XXXX  To : M & T Bank Subject : RE : General Account Question Hello and thanks for you prompt response. When I applied for this account there was no targeted language in the application for the bonus. Just an option to open on-line or in a branch. The promotion code 'XXXX ' self-populated on the application after I entered my zip code. The conditions listed were : ( {$250.00} ) Open an M & T MyChoice Plus or Premium checking account and receive a sign up bonus of {$250.00} when you set up a qualifying direct deposit of {$500.00} or more within 90 days of account opening. Promo code : XXXX  or XXXX. Below is a link to the application page I used : https : //checking.mtb.com/ Please double check the information on your end or check with a supervisor. Thanks for you attention to this matter. XXXX XXXX DateXX/XX/2020FromXXXX - M & T Customer ServiceToXXXX XXXX  SubjectRE : RE : General Account QuestionMessageDear XXXX XXXX : Thank you for your reply. The promotional offer of XXXX  is by Direct Mail or Email from M & T Bank and must have your name listed. I do not show your name on a Direct Mailing or Email offered to you from M & T and the offer is non-transferrable. Therefore, we are unable to offer this promotion to you. I apologize for any misunderstanding. If you have any additional questions, please email me or contact the M & T Telephone Banking Center at XXXX. Representatives are available Monday through Friday XXXX to XXXX, Saturday and Sunday XXXX to XXXX, ET. Thank you for banking with M & T. 



Original Message -- - Sent : XX/XX/XXXX XXXX XXXX  To : M & T Bank Subject : General Account Question Please open the link below and read all of the information. This is how I opened my account. https : //checking.mtb.com/ The conditions of the offer make no mention of direct mailing, etc. Please show me where this information is. Am I missing something? The XXXX code attached to the application was automatically added by M & T when I filled out my information. XXXX XXXX Original Message -- - Sent:XX/XX/2020 XXXX XXXX  To : XXXX XXXX Subject : RE : General Account Question Dear XXXX XXXX : Thank you for your follow-up Cash Bonus inquiry. Unfortunately, due to security concerns, we are unable to open or access the link included in your email. I understand the frustration that this has caused. However, it will be necessary for you to visit the local branch for further assistance with your Cash Bonus request. If you have any additional questions, please email me or contact the M & T Telephone Banking Center at XXXX. Representatives are available Monday through Friday XXXX to XXXX, Saturday and Sunday XXXX to XXXX, ET. Thank you for banking with M & T. -- - -- - Original Message -- - Sent : XX/XX/XXXX XXXX XXXX  To : M & T Bank Subject : RE : General Account Question The link is to the M & T website! Honestly? https : //checking.mtb.com/ I will be filing with a complaint with Consumer Financial Protection Bureau . XXXX XXXX. -- - DateXX/XX/2020FromXXXX - M & T Customer ServiceToXXXX XXXX  SubjectRE : RE : General Account QuestionMessageDear XXXX XXXX : Thank you for your follow-up Cash Bonus inquiry. I forwarded your message to the appropriate area for review. You can expect a response to your concerns shortly. Thank you for banking with M & T. 



Correspondence Acknowledgement Email Office of the President<XXXX> XX/XX/XXXX XXXX XXXX  ViaXXXX, XXXX XXXX XXXX Actions Dear Valued Customer : Wed like to confirm that we have received your correspondence on XX/XX/XXXX, and are currently researching your concerns with the appropriate area ( s ) of M & T. 

Please know that we will respond to your concerns in writing, by sending you a secure e-mail to this e-mail address, or by contacting you by phone. Additionally, as part of our research and before we have a resolution, we might need to contact you. Should you have any questions in the meantime, feel free to reply to this e-mail, XXXX call us at XXXX. 

Sincerely, Voice of the Customer DateXX/XX/2020FromXXXX HToWEB ReplySubjectRE : RE : General Account QuestionMessageHello. I has been over a month since your last communication with me regarding this issue. I have not heard of the outcome of review from the appropriate area. Please let me know how you would like to proceed. XXXX XXXX From : XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : Office of the President XXXX Cc : XXXX XXXX Subject : Re : Correspondence Acknowledgement Email External Email : Use caution & trust the source before clicking links or opening attachments. 

Dear Office of the President, M & T Bank. 

It has been almost a month since your last communication and I have not heard anything from you. 

I was hoping this could be resolved without a letter to the Consumer Financial Protection Bureau. 

Please let me know how you would like to proceed. 

Below is a copy of a communication I had with one of your on-line Customer Service Representatives including a link to your website with the original conditions for the checking account bonus : Hello and thanks for you prompt response. 

When I applied for this account there was no targeted language in the application for the bonus. 

Just an option to open on-line or in a branch. 

The promotion code 'XXXX ' self-populated on the application after I entered my zip code. 

The conditions listed were : ( {$250.00} ) Open an M & T MyChoice Plus or Premium checking account and receive a sign up bonus of {$250.00} when you set up a qualifying direct deposit of {$500.00} or more within 90 days of account opening. Promo code : XXXX or XXXX. Below is a link to the application page I used : https : //checking.mtb.com/ Please double check the information on your end or check with a supervisor. 

Thank you XXXX XXXX DateXX/XX/2020FromXXXX - M & T Customer ServiceToXXXX XXXX SubjectRE : RE : RE : General Account QuestionMessage Dear XXXX XXXX : Thank you for your reply regarding your Cash Bonus inquiry. Please be assured that I have I forwarded your reply to the appropriate area for review. Thank you for banking with M & T.

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