Consumer complaint received 2025-12-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: M&T BANK CORPORATION
State: NY

Complaint narrative:
I am filing a complaint against M & T Bank for failure to comply with Regulation E ( 12 CFR 1005 ) in connection with denied fraud claim # XXXX involving unauthorized debit card transactions. 

M & T Bank denied my claim by asserting that the transactions were authorized, despite the following undisputed facts : I retained physical possession of my debit card at all times. 
I did not authorize these transactions, nor did I authorize any individual, device, or digital wallet to use my card or account credentials. 
M & T Bank represented that the transactions involved token usage, yet the transactions occurred at physical brick-and-mortar retail locations, not online. 
The transactions occurred at multiple locations in different regions, which is inconsistent with cardholder presence or authorization. 
I was provided with exact timestamps of the transactions by an M & T representative ( written below in the photo provided ), and I was working during those times. I can provide documentary proof of my work schedule and presence if requested. I did not provision my debit card to any device other than my own, and I did not authorize tokenized or digital wallet use. M & T Bank appears to have relied on system or network authorization ( token validation ) rather than determining whether I, the consumer, authorized the electronic fund transfers, which does not satisfy Regulation XXXX requirements. In addition to the improper substantive determination, M & T Banks handling of this claim involved significant procedural and access barriers : The denial letter is dated XX/XX/year> and was mailed from XXXX, New York, while I reside in XXXX, New York. I did not receive the letter until XX/XX/year>, after business hours. During the period between issuance and receipt of the letter, I attempted to obtain information but was unable to speak with anyone from the investigations department, and customer service representatives stated they could not provide details because it was not their department. 
I was also unable to resolve the issue in a branch or obtain investigation details, and was informed that any supporting information could only be provided by mail. At which point the provisional credit funds would already be revoked, causing me serious financial harm. There is no access to submit formal complaint letters. M & T has no email for customer support nor does it offer secure online messaging on my portal account. Additionally, M & T Bank relied heavily on financial and technical jargon ( including terms such as token usage, authorized, and properly processed ) without providing clear, plain-language explanations of how these terms established consumer authorization. This created a further barrier to my understanding. The use of unexplained technical terminology in place of clear disclosures contributed to confusion and undermined my ability to exercise my rights under Regulation E. I additionally have a recording of my phone call should that be necessary to submit for further review.

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 monetary relief