M&T Bank

The business has responded to the complaint however has requested that their response not bepublished

Dear Mr. [redacted],  Your recent correspondence to the Consumer Financial Protection Bureau ("CFPB") and the Revdex.com ("Revdex.com") was brought to my attention for review.On July 29, 2014, you visited the Spring Garden M&T Bank ("M&T") location in Carlisle, Pennsylvania,with a...

request to open a new checking account. You provided a copy of an offer showing a $150 promotional cash bonus if a direct deposit over $100 is made within 90 days of account opening. The checking account was opened the same day and you received a direct deposit on August 21, 2014. The account has remained inactive since this direct deposit. As noted in your correspondence, on December 9, 2014, you spoke with [redacted], Relationship  Banker I at the Spring Garden M&T location, regarding the bonus. At that time she advised she escalated  your concerns to her Manager, [redacted].  Ms. [redacted] contacted you on December I 0, 2014, to advise the promotional cash bonus offer was only available via a direct mailer. Ms. [redacted] stated your name and address was not on this direct mailer list.  As such, she asked you to provide a copy of the mailer showing your name and address. You advised you  did not have this mailer available. Upon further review, as a courtesy, I have credited your account $150 on December 18, 2014.  Sincerely,  [redacted]Customer Care Specialist  Office of the Customer Advocatecc: CFPB

Dear [redacted],
Your recent correspondence regarding Ms. [redacted] was brought to my attention for review and reply.  Per Ms. [redacted]'s correspondence to your agency she states she has been attempting to close her M&T Bank ("M&T") checking account and is having difficulties. Please...

know M&T records indicate Ms. [redacted]'s checking account was closed on August 29, 2014. This closure was done via telephone request with our Telephone Banking Center. Ms. [redacted] also indicates within her correspondence she was assessed four (4) overdraft fees. Ms. [redacted] maintained an M&T Visa Credit Card which was linked to her checking account for overdraft protection, therefore no overdraft fees would be assessed to her checking account, however, Overdraft Transfer fees would apply. As seen on the enclosed statement, Ms. [redacted]'s beginning balance as of August 14, 2014, was zero. From August 15 through August 22, several debits were presented for payment from Ms. [redacted]'s checking account. Funds were automatically transferred from her M&T Visa Credit Card to her checking account to cover these items. Per the Overdraft Protection Agreement associated with her M&T Visa Credit Card, a $12.50 charge was assessed each day there was a transfer made from her credit card to her checking account to protect against overdrafts. Ms. [redacted] also inquired about an additional charge on her M&T Visa Credit Card. As indicated on the enclosed statement for that account. Ms. [redacted] incurred $3.08 in interest
charges during the month of October, based on the account balance over the course of that month. On September 16, 2014, Ms. [redacted] emailed the M&T Customer Service Department asking for clarification on the fees assessed to her checking account. M&T's response indicated the charges were not assessed to her checking account and explained what is referenced above regarding her overdraft protection. Within her email, Ms. [redacted] states the overdrafts that occurred in her checking account were a mistake and requested a refund of the charges assessed to her Visa Credit Card. M&T responded to her email the same day advising that because the charges were not made as a result of a bank error, or as a result of an unauthorized debit, no refunds were warranted. In response, Ms. [redacted] asked what is required to close her Visa Credit Card and her M&T savings account. M&T replied advising that an email request to close her Visa Credit Card would be sufficient. M&T also advised that in order to close the savings account, a notarized letter would be required. On September 29, 2014, Ms. [redacted] submitted an email to the M&T Customer Service Department requesting her Visa Credit Card be closed. Per her request, the Visa Credit Card was
closed the same day. On October 30, 2014, the St. Johns Lane M&T Branch located on Baltimore National Pike received a letter from Ms. [redacted] with a request to close her savings account. As requested, her savings account was closed and an official check in the amount of $49.44 was mailed to Ms. [redacted] on October 30, 2014. I hope this information has been helpful. Sincerely, [redacted] Customer Care Specialist Office of the Customer Advocate

Consumer contacted Revdex.com to state the complaint has been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  We finally received...

our escrow check, in full, and are happy with the resolution.
Thank you for your help,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.  I feel like the company's response was standard. Not once, did they apologize for the inconvenience that a number of there employees has caused. If the case was that the bank decided to conduct business with me from the beginning , that should have been addressed up front. This was a process drawn out over a year's time span.  A clear indication that not one person at M and T bank has an understanding of what is really going on. Nor, has a solution to fix it. I am totally OK with not being able to do business with this company. With all of the confusion  going on currently with the company , I Would have probably ended contacting you about missing money down the line. Regards,[redacted]

M&T Bank has responded to the complaint. However, it has requested that the  Revdex.com not publish the response due to privacy concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is...

satisfactory to me.  However, I am not pleased that I had to call numerous times to dispute the transaction and follow up as a consumer. It wasn't until I contacted the Revdex.com that my issue was resolved in a respectable time frame and manner. You stated that my claim was denied due to previous account history and other transactions made at that merchant but my account history has been great since I have been a member with M&T and I have never made any false reports about any purchases that I have made. I do not mean to come off as unsatisfied, and I do understand  that M&T has to protect themselves as well but as a customer I feel this process was extremely drawn out and it should of been dealt with in a timely fashion. 
Thanks,  
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.   M & T Bank does not acknowledge that their representative caused us financial strain by providing inaccurate information regarding our mortgage.  She did in fact say on a recorded line that Cenlar had paid us up until our next mortgage payment would would be due on the 28th of July.  PERIOD.  As I mentioned, I did not make this up, I did not intentionally put our family in financial strain.  We were AHEAD on our mortgage payments and had never been late.  No compensation has been made on there part to help with the strain that they have caused.  They have ignored the fact we were given the wrong information about our payments due upon transfer, and have only given us the same information that we already have.  This issue, in case they missed my multiple points is regarding the wrong information about our payments due upon acquiring our loan from another lender - not the bi-weekly draft.  There is no sincerity- just words.  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID 10826706, and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.   First of all, all the stated data is not only incorrect but a downright lie. Misinformation was provided by the bank and what I stated to Cindy R[redacted] and what was agreed to by her was that ALL, not only three NSF fees were to be reversed  This was due to the misinformation provided by thir rep and teller.  Secondly, the fees to date have Been reversed and taken right back by the bank. This NSF situation was caused solely by M&T Bank and instead of taking accountability they are looking to hide their tracks. I am presently filing with the Attorney General's office and consulting an attorney.   [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]0, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.       Clearly, Ms. [redacted] does not have a clue what she is talking about. Maybe M&T should look at the entire case. They assume to know what is going on. The facts speak for themselves. First off, I never contacted the Telephone Banking Center to file my complaint. The complaint was filed in person, at the Belair Road Branch. At that time I did file a complaint for Services paid for and not rendered. The amount of the dispute was $327.11. The telephone rep did not file my request. The Banking  rep did.  Yes I was issued a provisional credit. I received a letter requesting additional information. The only info that M&T mailed to me was a contract. I had never  disputed the fact that I signed a contract..  The reason M&T did not receive my response was that I had eye surgery. I can not see without my glasses.  I did call the Banking Center and asked to speak to Mr. [redacted]. I was told he was unavailable, and leave a message. Which I did. I left the message that I had surgery, and I could not wear my glasses for 7 days. I would respond as soon as I was able to see.  See letter. On Sept. 26. I did fax the entire case to Mr. [redacted]. I called again on Oct 1 to check and see if my fax was received. I was told that it had not. I had confirmation that it had. I faxed the packet again. They received it this time.  Per Ms. McCarty's letter she states that my case was dismissed, because I did not respond when requested. That was not my understanding. When I called the Banking center and spoke to Lisa a supervisor. I was told that form letters  sent out, 10 days to respond is a preliminary request. Lisa told me to go back to the Bank on the next Business day and have the case reopened. When I went to the back, I was refused the opportunity to reopen the case. The Rep called the department responsible. She said that the woman on the phone told her to tell us that the case is closed and would NEVER be reopened.  I left the bank and called the Banking center again. I was able to speak with Lisa. Lisa called someone and she told me that the case was to be reopened because they had received my fax and would look at the new evidence. M&T CLAIMED THERE WERE NO NEW FACTS IN THE CASE SO THE CASE WAS AGAIN DENIED. I truly believe  the case was never looked at. Only after I was convinced that the case had not been looked at, did I write a letter to M&T'S Corporate Offices. I never heard from them. So I then contacted the Revdex.com. I do not appreciate Ms. McCarty's accusations.  Paragraph 5 per her letter. I have the entire time let it be known that I was overcharged as she states. This was NOT A NEW COMPLAINT. See page 9 May 20,2014 emails. I have stated all along that I was quoted one price , yet charged another. This is illegal.  A merchant cannot quote you a agreed upon price and then charge your account something else. I DID NOT AUTHORIZE THE $327.11 CHARGED TO MY ACCOUNT. I WAS QUOTED $239.99. THAT IS THE ONLY CHARGE I HAD AGREED TO. MS. [redacted] IS COMPLETELY OUT OF LINE . SHE SUGGEST THAT I NEVER MENTIONED THE OVERCHARGE. I AM TOTALLY OFFENDED OVER THIS STATEMENT. IF M&T LOOKED AT THE CASE, THEY WOULD SEE THAT I HAD ALWAYS MADE IT A FACT THAT I DID NOT AUTHORIZE THIS CHARGE. I EXPECT AN APOLOGY FOR THIS STATEMENT. IT WAS TOTALLY UNCALLED FOR. I DO NOT WANT ANYTHING FROM ANYONE OTHER THEN WHAT IS MINE. [redacted] did not even activate the switch until 18 days after I paid for the service. The switch should have been done on May 21, 2014. It was not done until May 30, 2014. See page 19. Areas I am following It states Nottingham .Md It was not created by [redacted] until May 30.2014.  I clearly did not receive the service I paid for.  I also was supposed to received the leads on my cell phone I did not ever get leads other then on the site.  I have done everything in my power to try and correct this situation.. I had written many emails, many many calls to [redacted]. No one would return the call.  See pages 14- 19. This is the bottom line . [redacted] charged me for 2 zip code leads. I clearly told Ms. [redacted] that I wanted only 1 ONE ZIP CODE.  I was being charged for 2 two . I was not receiving the leads for 21236. The alerts were to have gone to my cell. They never did. I did not have any advertisement for 21236 on my site unit it was created by [redacted] on May 30, No one from [redacted] would answer any of my calls, or emails.  M&T has not been any help in clearing this matter as well. It is ILLEGAL FOR ANY MERCHANT TO TAKE WHAT THEM WANT OUT OF A CLIENT'S BANKING ACCOUNT. I agreed to one charge and [redacted] decides on their own to just take what them wanted.  I feel that I have met the burden of proof in my case. I further believe I am entitled to the refund of my money. Regards,[redacted]

Please see attached response also sent to the consumer[redacted]
[redacted]
[redacted]
[redacted]
[redacted]Dear Ms. [redacted],Your recent correspondence to the Revdex.com ("Revdex.com") was brought to my attention for review and response. Your...

correspondence states you paid off the balance owed in your M& T Bank ("M&T") checking account on May 22, 2015, and requested the account be closed. The balance in the account at the beginning of the day was negative $219.07. A deposit was made for $228.06 on Friday, May 22, 2015 at 4:50PM. This deposit posted to your account on May 26, 2015. Also on May 22, 2015, a debit of $22.23 posted to the account and another recurring debit posted on May 26, 2015, along with a $1.99 debit for M&T Finance Works. Overdraft fees were assessed for the two debits that posted against insufficient funds. Note that the account could not be closed until any pending transactions posted. On May 26, 2015, you spoke with [redacted], Branch Manager of the M&T located in Bellwood,Pennsylvania, regarding the fees and transactions that posted after you believed your account was closed. As a courtesy, Ms. [redacted] reversed one of the overdraft fees, which brought the balance owed to $24.22. On May 29, 2015, another recurring debit for $106.02 was attempted and rejected, causing a non-sufficient funds ("NSF") fee to assess. On behalf of M&T, I apologize for any misinformation or miscommunication that may have occurred when you requested that your account be closed. Please note that all fees have been  reversed and the account was closed on June 5, 2015. I hope this information has been helpful. Sincerely, [redacted]  Customer Care Specialist IIOffice of the Customer Advocate   cc Revdex.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For...

your reference, details of the offer I reviewed appear below. I still view this entire process as extremely high risk for myself as a homeowner as I may potentially have a lien filed against my property if insurance funds are not released in a timely fashion by M&T Bank after completion of work. A contractor has a limited window of time in order to file a lien on a property after completion of work in Oklahoma and not receiving payment in full. I still feel that I, as a homeowner, am at the mercy of M&T Bank scheduling the inspection and releasing the funds in a timely fashion before a lien or court action could potentially be filed by the Contractor against me as I will be the person signing the contract for work with the Contractor. The follow-through with M&T Bank has been non-existent thus far and I have received conflicting and obviously inaccurate information every time I call. I had requested a copy of the denial of my request for exemption from the express monitoring;  I have yet to receive the requested letter. I have been told that M&T Bank would deduct the inspection fee from insurance proceeds several times, but I have also been told that I wouldn't be responsible for paying the inspection fee. A rep also stated they would fax a statement to my wife stating that they would waive the inspection fee. That of course didn't happen. All M&T Bank customer service reps state they are right and the other M&T Bank reps my wife and I talk to are wrong and giving us bad information. Further, I do not agree to the Current Account Statement Terms and Conditions as I view this as an addendum to the original mortgage document and these new terms and conditions offer no further consideration other than access to insurance proceeds to pay the Contractor. Signing this document modifying the original terms of the contract (mortgage) and granting additional rights to the lien holder to tap insurance proceeds for undefined fees and expenses without any consideration as a precondition to releasing insurance proceeds is not in my best interest to sign and acknowledge. Though I am not behind in my mortgage, nor have I been behind in mortgage payments, there is too much open ended language involved: one specific example is "including cost fees or any expenses associated with our account". M&T Bank does not clearly articulate what the cost fees or expenses are. The document also states that remaining funds will be paid to the outstanding principle balance of the mortgage. Then states in the next sentence that once the loan is brought current and all fees and expenses are paid, any remaining proceeds will be returned promptly to the mortgagor(s).  The only way these remaining funds could be paid to the mortgagor is if the mortgage were paid off. The language in the sentence states outstanding principle balance meaning any balance of the mortgage and not the past due or principle payment balance. This is contradictory language unless the mortgage is paid off.  Regards,  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.  The bank clearly shows that I've been enrolled in the biweekly payment plan since 2013 and has failed to apply the payments properly for the entire term they have held my mortgage. This is a huge amount of extra interest that has now been accrued to my account because the bank felt that it was ok to hold my payment until the full amount was paid? What sense does this make? If the bank is unwilling to correct this error after I've contacted them directly and through the Revdex.com, my next step will be to contact the North Carolina Banking Commission. I hope this will be unesscary and that the bank will take the honest steps to correct this mistake. I look forward to hearing back soon. Regards,  [redacted]

Dear [redacted],Your recent correspondence regarding Mr. [redacted]'s additional concerns was brought to my attention for review. As noted in M&T Bank's ("M&T") previous response, Mr. [redacted]'s dispute was denied based on the information M&T received from the merchant, [redacted]. As Mr. [redacted] noted in his follow-up complaint, I did erroneously indicate that his dispute was taken by an M&T Telephone Banking Center Representative. It was taken at an M&T branch. During the course of M&T's investigation of the claim, the merchant provided detailed account information which was previously forwarded to Mr. [redacted]. We recommended Mr. [redacted]  work directly with [redacted] to resolve his concerns.  Sincerely, [redacted] Customer Care Specialist Office of the Customer Advocate

M&T did settle the complaint for the full amount. I in the future to avoid confusion that each page of their contract be signed or initialed. A customer should not have to be fined or charged fees just on a, "We told you", All I asked for was proof, and they could not provide any proof, and then...

M&T bank management, in particular Ms. [redacted] a 22 year veteran lied, and tried to cover it up. People should not have to go through the abuse, and humiliation that I endured.But I prevailed, because I wouldn't give up.Thank you.Hello:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It seems to me that M&T are finding every angle they can use to prove that they are not in error, when in fact they are.  Upon given more information on how I do not have the PIN number, I was still given an excuse that I had.  I no longer bank with M&T as well as my family and friends.  I do not wish to conduct business with an institution that says that I committed fraud upon myself and will not take the time to review the facts clearly or investigate the matter as I have.  Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  For the reasons stated in my initial complaint, I still believe that I should receive a full refund in this matter. M&T changed my account from a type that had no fees to one that had fees, despite the fact that they could have changed it to a different account type (the MyChoice checking account, for example) without fees when they changed the account from a Relationship Checking account to a Select account. 
Ms. [redacted] states:
Mr. [redacted] signed up for an M&T Web Banking account. During his enrollment he elected to receive his statements electronically. Each month, Mr. [redacted] is sent an email advising
his monthly statement is available and instructs him to log into his Web Banking account to view the statement.Included within his November 2012 monthly statement was the enclosed disclosure titled Important Information Regarding Changes to Consumer Deposit Accounts. This disclosure informed customers who had Relationship Checking accounts that these accounts would betransitioned to an M&T Select account effective January 17, 2013."
When I look at my email from M&T from November 2012, I see no mention of any disclosures. The email from them, attached as a screenshot, mentions nothing out of the ordinary.When I go to the website and download the pdf of my Nov 2012 statement (a screenshot with the account number removed is attached), which is still available, there is also no such disclosure. I believe that going to the website and viewing the pdf of the statement should sufficiently cover "reviewing your statements."
It is only if I click to view the statement online that I see one link near the top of the statement with the text "Important Information regarding Changes to Consumer Deposit Accounts", sandwiched inconspicuously between an ad for personalized checks, and the contact link that is always in those statements. Nothing to indicate that it would necessarily affect one of my accounts.The link lead to the following document: https://www.mtb.com/Documents/estatementinserts/2012_1101_Price_Changes_R.pdf. This is a 16 page general document detailing ALL changes to ALL M&T accounts. Under item 6, the changes to my account (and I would have to remember the name of my account type, since it was not even in that online statement) are mentioned, but they hardly seem to have gone out of their way to make this clear. If one wanted to make sure that a customer did not notice a change to their particular account type while still technically notifying them, I can't imaging a better way than this to do so.
 In addition, Ms. [redacted] states in her closing paragraph "As a total of $194.35 has already been refunded to you, I am unable to provide any additional refunds." This number is incorrect--the total amount refunded so far is $149.50. I believe she double-counted the earlier refund of 3 service fees to arrive at the highest number. In conclusion, I believe that the notification of the account change was insufficient, and that M&T should refund all fees related to the change in account type. In addition 
Regards,  [redacted]