M&T Bank

Dear Beth,
Your recent correspondence regarding Mr. [redacted] was brought to my attention for review. In 2003 , Mr. [redacted] became an M&T Bank ("M&T") customer as a result of the [redacted] to M&T acquisition. At the time of acquisition, Mr. [redacted] held a Relationship Checking account with Allfirst. The requirements for this account to avoid a $10 monthly service charge were: maintain an average daily balance of$1,000; maintain an average daily balance of $2,500 in combined checking, savings or money market accounts; or $7,500 in a consumer deposit account, installment loan or home equity account. Mr. [redacted] maintained an average daily balance of $1,000 in his Relationship Checking account, therefore avoiding the monthly service charge. In 2004, 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 be transitioned to an M&T Select account effective January 17, 2013. The M&T Select account requirements were different than the Relationship Checking account requirements. The differences included a $14 monthly service charge, instead of $10. The requirements to avoid the monthly service charge were an average daily balance of $5,000; $10,000 in combined balances or an M&T mortgage with an original amount of at least $100,000.  When the account changed to an M&T Select account, the balance was $4,822.63, less than the required $5,000 and Mr. [redacted] did not have other accounts with M&T to help avoid the monthly service charge.  Included within Mr. [redacted]'s November 2013 monthly statement was the enclosed disclosure titled Important Information Regarding Changes to Consumer Deposit Accounts. This disclosure informed customers who held M&T Select accounts that the monthly service charge was increasing from $14 to $14.95 beginning January 14,2014. On September 29, 2014, Mr. [redacted] contacted the M&T Telephone Banking Center to discuss his account. During his conversation with the M&T Telephone Banking Representative, he requested a refund all monthly services charged to him since February 2013 . As a courtesy, the Telephone Banking Representative refunded three (3) of the monthly service charges (a total of $44.85) immediately, but was unable to refund anything additional. Also, the M&T Telephone Representative was able to change Mr. [redacted]'s account type to a MyChoice account, which has an average daily balance requirement of $500 to avoid a monthly service charge. Mr. [redacted] then contacted the M&T Hopkins Square branch located in Baltimore, Maryland. He spoke with the Branch Manager, [redacted], regarding the remaining monthly service charges. After reviewing Mr. [redacted]'s account, Mr. [redacted], as a further courtesy, elected to waive seven (7) additional charges, totaling a refund of $149.50. Even if you do not regularly use your account, you are encouraged to review your account statements on a regular basis. As a total of $194.35 has already been refunded to you, I am unable to provide any additional refunds  Sincerely, [redacted]  Customer Care Specialist
Office of the Customer Advocate
Enclosures

October 16, 20 14
Revdex.com
Attn: [redacted] Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # [redacted]
Dear [redacted],
Your recent correspondence regarding Ms. [redacted] was brought to my attention for review. On June 9, 2011, Ms. [redacted] opened a...

checking account with M&T Bank ("M&T") via www.mtb.com. At the time of account opening, she was required to provide M&T with an election of"yes" or "no" regarding authorizing M&T to pay overdrafts for everyday debit card and A TM transactions when a customer does not have sufficient available funds in his or her account. Our records indicate an election of "yes" at that time. This information was included in the disclosures at the time of account opening (enclosed). On November 7, 2012, she changed her election from "yes" to "no," preventing M&T from paying the aforementioned items. By selecting "no," M&T will not authorize A TM and everyday debit card transactions when funds are not available in the account and, therefore, Ms. [redacted] will not be charged overdraft fees on these items. Please know, however, this does not impact other types of transactions such as checks, reoccurring payments, and other transactions using a customer's checking account. Please refer to the enclosed What You Need to Know About Overdrafts and Overdraft Fees disclosure for more information. Additionally, M&T will not charge a fee if the amount of the item is less than $5 .00. In this case, specifically referenced in Ms. [redacted]'s letter, is a preauthorized $6.00 reoccurring transaction. The item was paid on September 29, 2014, and, subsequently, an Overdraft Fee, in the amount of $3 8.50, was assessed on September 30, 2014. As a goodwill gesture, one (I) NSF Fee, of the same amount, was credited back to Ms. [redacted]'s account on October 16, 2014. I hope this information has been helpful. 
[redacted]
Customer Care Specialist
Office of the Customer Advocate
Enclosure

Dear [redacted] and [redacted],I am writing in response to your letter of complaint filed with the Revdex.com regardingthe above referenced mortgage.Upon review of your account, I have confirmed that we received your original inquiry on October 23,2014 via a telephone conversation...

with our Customer Service Department regarding a payment of$1,208.19 which was drafted from your bank account on August 4, 2014. At the time of yourinquiry, you provided the Customer Service representative with the transaction 10 for the withdrawalfrom your bank to conduct the research; however, you were advised via a letter from M&T Bank,dated October 29, 2014, that the research could not be conducted without the proof of paymentdocumentation. We received the proof of payment documentation via fax on October 29, 2014. OnNovember 3, 2014 the documentation was reviewed, and you were advised that as the payment inquestion of $ 1,208.19 was not reflected in the documentation provided you would need to resubmitthe proof of payment documentation. However, upon further review of the documentation, I haveconfirmed that the referenced payment was included. We apologize for the inconveniences youexperienced in attempting to have the payment of $ 1,208.19 researched. The above matters havebeen forwarded to management to be addressed with the associates involved for further training.I have confirmed that the proof of payment documentation was resubmitted and received onNovember 4, 2014 referencing the payment of $1,208.19 debited from your bank account on August4, 2014. A letter was mailed to you November 10, 2014 providing confirmation that the paymenthad been received and applied to your mortgage account on July 31,2014. In your complaint, youreference two payments in the amount of $1,208.19 each that were debited from your bank accounton August 4, 2014 and that you did not receive credit back for one of the two payments. Uponreview of the documentation you have provided and the mortgage account payment history, I haveconfirmed that your bank account was only debited once for that amount on August 4, 2014 and thatonly one payment of $1,208.19 was applied to your mortgage account. If you have proof of paymentreflecting otherwise, please submit the documentation to M&T Bank, P.O. Box 1288, Buffalo, NY14240 or via fax ###-###-#### and we will be happy to research this matter further.Additional documentation was received on November 17, 2014 referencing the same payment of$1,208.19 along with a payment of $2,313.72 debited from your bank account on October 2, 2014.You were contacted by an M&T Bank representative who provided the same confirmation for thepayment of $1,208.19 and also advised that the payment of $2,313.72 was received and applied toyour mortgage account on September 30, 2014.I also reviewed the payment history for your mortgage account and confirmed that the paymentsreceived were initiated using the M&T Bank "My Mortgage Info" website or payment by phone withone of our representatives. The payments made via the M&T Bank "My Mortgage Info" websiteinitiated after May 2014 were all returned as a result of an "invalid account number." Upon reviewof the payments submitted via our website, you entered a bank account number ending in 1113;however, I have confirmed that this was not the same number as the payments made by phone, whichwere all successful. The bank account number for which the pay by phone payments were madeends in 0395. Please ensure that when you are submitting future payments via the "My MortgageInfo" website that you update your bank account information to reflect the correct drafting accountinformation. When you choose the "Make Your Payment" option on the website, a "Change BankInformation" button will appear on the bottom of the Confirmation page.Upon review of the payment history, it has been determined that no payment was received in April2014. This along with the returned "My Mortgage Info" website payments have contributed to thedelinquency of the account. Please refer to the enclosed spreadsheet which also provides details ofall payments received and returned since the acquisition of your account on August 2, 2013. Theaccount is due for the October 1, 2014 payment in the amount of $1,156.86. However, whileresearching your account, we discovered that a late fee in the amount of $37.33 was assessed to youraccount on September 16, 2013. This fee was assessed in error as M&T Bank does not assess latefees to the mortgage account for the first 60 days from the date of acquisition. As such, I haveremoved the late fee of $37.33 on December 10, 2014. I have confirmed that all other late fees thathave been assessed and the credit reporting are valid and accurate.I hope I was able to fully address your concerns. We sincerely value your relationship with M&TBank and are committed to providing you with the highest level of service. If you have additionalquestions, please do not hesitate to contact me at ###-###-####, ext. 7646, with any concerns youmay have.Sincerely,[redacted]Mortgage Customer SupportRetail Loan ServicingEnclosureCC: 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.   My issue with the following response is that my refund request explicated requested for the refund to be returned to me. In the fax request I provided my contact information in case there were any questions/concerns. If the bank was not going to honor my refund request, then I would expect that the next action would be not to refund me.  Instead, the bank refunded the person who paid last (my ex-husband). When I spoke with the representatives waiting to get my refund returned everyone assured me that I would be the one getting the refund back.  However, that was not the case the the refund was returned to my ex-husband.   Once it was realized that the refund was returned to my ex-husband I was even told that the monies would be returned to me. This did not happen either. To make this correct I am still requesting my refund sent back to me from the bank since it was given to the incorrect person (my ex-husband).  Regards,  [redacted]

Dear [redacted],Your recent correspondence regarding Mr. [redacted] was brought to my attention for review. Mr. [redacted] opened his M&T Bank ("M&T") checking account via www.mtb.com on December I, 2014. During the online account opening process Mr. [redacted] requested a transfer of $25 from an...

account at [redacted] to his new M&T account. On December 5, 2014, M&T was notified by [redacted] that the $25 request would be rejected as there were not sufficient funds available in the [redacted] account. As a result, M&T placed a restraint on Mr. [redacted]'s account to block transactions from being processed until the account could be closed.  On December 11, 2014, Mr. [redacted] visited a local M&T branch and a deposit of $20 was accepted by the teller. As there were now funds in the account, the account could not close. In addition, on December 26, 2014, Mr. [redacted] visited his local M&T branch to make a check deposit in the amount of $159.19, which was again accepted and credited to his account.  When Mr. [redacted] was unable to use his debit card he contacted M&T on December 30, 2014 and spoke with [redacted] in the M&T Telephone Banking Center. Ms. [redacted] advised that as his initial deposit rejected, per M&T policy, he would have to close his account. Mr. [redacted] advised Ms. [redacted] of the funds in his account and Ms. [redacted] removed the restraint to allow Mr. [redacted] access to his funds. The following day Mr. [redacted] visited his local M&T branch and closed the account and received his funds.I hope this clarifies the matter. I apologize for the inconvenience and we are forwarding this information to the appropriate areas to review the processes and procedures. Sincerely,  [redacted]  Customer Care Specialist Office of the Customer Advocate

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've been trying to get my title since February. This is when [redacted] taxes were paid. (Please see the attached document) I have made dozens of calls to get my title since February. M&T still hasn't released my title electronically. I would like my title released.

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.   Regards, [redacted]

I want Mt to allow me an interest of only payment for the March payment and commit to no negative report to any credit bureau since they know that money from the involved insurance companies is forthcoming

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] [redacted]
Dear [redacted], Your recent correspondence regarding Ms. [redacted] was brought to my attention for review and reply. On October 5, 2014. Ms. [redacted]...

contacted M&T Bank ("M&T'') after her debit card was declined at the Point of Sale ("POS"). Upon research, it was determined Ms. [redacted]' card was being used through Visa without the use of a Personal Identification Number ("PIN"); it was declined based on parameters set within the fraud detection systems of M&T. Ms. [redacted] contacted the M&T Telephone Banking Center ("TBC") and the representative was able to provide an exception for Ms. [redacted]' card in order to allow it to bypass the aforementioned parameters for two (2) days. The alternative option provided was to enter her PIN when doing these transactions. Periodically, M&T adjusts the parameters in the fraud detection system to protect against potential threats. M&T takes the privacy and security of our customers very seriously; however, we also want to ensure customers do not experience any inconvenience making transactions. On behalf of M&T, I sincerely apologize for the inconvenience and embarrassment this caused Ms. [redacted]. Per Ms. [redacted] ' desired settlement, she requests that M&T updates the back of our Check Card with a more accessible phone number to our TBC department. M&T takes customer feedback seriously to minimize any negative impact to our customers. Please know that the M&T TBC is open Monday- Friday 6:00AM-9:00PM; Saturday and Sunday 9:00AM - 5:00PM (EST); and the telephone number to call is [redacted]. Sincerely, [redacted] Customer Care Specialist Office of the Customer Advocate

[redacted]
Your recent correspondence regarding Dr. [redacted] was brought to my attention for review and...

reply. Dr. [redacted]'s desired resolution is for M& T Bank ("M& T") to waive the prepayment penalties in the amount of $2,640 given the reasons for his departure as a customer of M& T. Upon receipt of Dr. [redacted]'s complaint, I escalated to the Regional Manager, [redacted], and requested assistance on resolving the matter. Ms. [redacted] advised she had contacted Dr. [redacted] on Friday, October 31, 2014, regarding the customer service concerns and his request for a waiver of the prepayment penalties in the amounts of $2,400 and $241.44. Within the conversation, Ms. [redacted] asked Dr. [redacted] if he was aware of the prepayment penalty fees. He confirmed he was
aware of them but advised as a longtime customer, he was still requesting a waiver of the penalty fees. Ms. [redacted] advised she would work with the Market Manager and would subsequently contact Dr. [redacted]. Ms. [redacted] contacted the Market Manager, Steven [redacted], and they decided that they would not waive the entire amount of fees as Dr. [redacted] was voluntarily choosing to leave M& T and was aware of the fees prior to his decision. However, they agreed to waive 10% or $250 of the total penalties. Ms. [redacted] relayed this information to Dr. [redacted] on Monday, November 10, 2014. Dr. [redacted] declined the offer and requested Mr. [redacted]'s's contact information. On November 12, Mr. [redacted] spoke to Dr. [redacted] and reached an agreement to waive half of the prepayment penalty fees. Mr. [redacted] indicated that Dr. [redacted] was satisfied and appreciated the assistance. I hope this clarifies the matter. Sincerely, [redacted]  Customer Care Specialist
Office of the Customer Advocate

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. 
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. ...

Here are clear details for M&T Bank to investigate further. 08/05 298.62 Payment deducted out of [redacted] Bank Account.  08/06 298.62  Payment deducted out of [redacted] bank account. Your records show that only one of these payments was received.  [redacted] bank account shows that both payments were deducted and nothing credited back.  No actual reversal back into [redacted] bank account occurred.  I have statements and account balances showing the balance was decreased each time by $298.62 from the [redacted] bank account.  A dispute was opened to find out where the payment went.  The dispute was closed with $298.62 returned to [redacted] bank in November 2015.  However, this was not a complete investigation as to where the additional funds(298.62) went.  A payment was simply returned to the [redacted] bank account causing the loan payment to be one month behind.    If both payments made were credited to the loan account, as should be, then the loan would be on time.  The additional $298.62 made in the beginning of August is still missing and according to the tracking # provided by [redacted] bank went to M&T bank.  As for the account showing a reversal, I have a printout of the loan activity statement where each month the account shows a reversal.  No one is sure what the reversal means including representatives from M&T.  They assume that it is reversed back to [redacted] bank for insufficient funds.  My son was told once by M&T Bank that the payment goes through another step where it gets credited to the auto loan and probably that is the term used for the transaction.(Not sure if this is correct, but this is what he was told).  The claim by M&T Bank that the July payment was returned for insufficient funds is incorrect.  At the time the first payment was made in early August,  the account had quite enough funds, so that when the auto deduction occurred again the second time in the beginning of August, it deducted funds again.  Please review all paperwork consisting of statements, account balances, tracking numbers, and letters explaining the issue sent multiple times to Consumer Asset Management.  One of the payments made in August is still missing and is at M&T bank based on the Company ID, but not credited to the auto loan.  I was told by M&T during their investigation that it went into a non-existing loan account.  If your investigation can focus on tracking where that one payment went, recovering it, and crediting it to the auto loan,  this issue will be resolved.  It did not get returned or reversed back to the [redacted] Bank account.  If you are unable to get the records from Consumer Asset Management, I will be happy to send them to whoever is investigating this.  I am looking for a resolution to this and the resolution is not that I am missing a payment, it is where in M&T Bank did my extra payment made in early August went.  Once it is found, it should be credited to the auto loan. 
Regards,
[redacted]

Dear [redacted],Your recent correspondence regarding Ms. [redacted], on behalf of [redacted], wasbrought to my attention for review.On October 8, 2014, Ms. [redacted] notified M&T Bank ("M&T") of several unauthorizedtransactions, on her checking and savings account, totaling $716.02. Three (3)...

disputes werefiled, and provisional credit was awarded the same day to her checking and savings account;$516.02 and $200.00, respectively. M&T's Card Services area immediately began to investigatethe transactions and, based on the information provided at that time, the disputes were denied.Ms. [redacted] was advised to send in any additional information she may have that would helpsupport her case of fraud and theft.Upon further review, and with additional information provided, M&T has honored the claims. Asof December 4, 2014, the disputes totaling $716.02 have been credited to the above mentionedchecking and savings account.On behalf of M&T, I apologize for any inconvenience or frustration Ms. [redacted] and Ms. [redacted]may have experienced.Sincerely,[redacted]Customer Care SpecialistOffice of the Customer Advocate

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. 
Regards,
[redacted]
After numerous calls in which first I was told it would go back into my account and then a series of lies saying the check would be mailed to me, the refund was FINALLY deposited back into my account.. I would NEVER recommend this bank to anyone and for sure I will make sure I never deal with them again.  The issue is closed to me now that I have the money back. Thanks Revdex.com for your quick response to me.

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.  Although the money was finally deposited after a very lengthy time this does not help the fact that I missed my summer vacation with my kids and almost had my insurance cancelled. Nor do I understand why if the bank already knee there was an issue with the atm why was it not placed out of order? The only reason I got my card back the same day was because the repair man whom they already called happened to show up while I was there. I know this location was trying to help and supposedly it was the back office holding things up but this whole entire ordeal was one of the most ridiculous things I have ever dealt with and am I in no way shape or form satisfied with the response. You can apologize all you want. I am the one that had to live thru this and just an apology is not going to cut it. 
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 response does not address the issues of my complaint.  At no time were the payments 90 days late or in a forclosure process.  Many of the functions described in the datail were performed after August 3, 2015 when the account was made current.  Also, the claim that they eliminated the 52.95 service charge without authorization on the account is a bold face lie.  They don't allow you to do anything material with the account until they have the documentation.  Furthermore, I have not even received the refund of $52.95 for the late charges.  This company continues to try to justify entering my brother's property without authorization, billing our family for them protecting "their interest" and outright lying about authorization while having absolutely no regard for the family of a lost love one.  You could call this business's behavior sociopathic.  I dealt with the power company, Cell phone company,  insurance companies, water softener rental, and health care companies.  Every one of them were sympathetic and I had no problems with.  M & T Mortgage was playing a game of "seeing how much they could take advantage of our misfortune."  I gave them my cell phone number the first time I called.  They didn't even bother contacting me once about any of these matters.  They even admitted that they remove the late fees on August 3, then they recharged them in closing.  That is pure evidence of scandalous behavior.  What's worse, I haven't even received that payment that they promised.  They have my address in St. Cloud.  It is written on both complaints that I have filed.  I will not let M & T Mortgage get away with cheating my family and my mission is to make sure they don't do this to any one else that has lost a loved one.  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

This is to advise you that Complaint # [redacted] has been resolved. Thanks for your assistance.  [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.  You guys post transactions in the order you want.  You should have cleared my $50.00 deposit on 04/18/2016 as well as the $128.68 [redacted] transaction and not delay the deposit. You are manipulating transactions, I never have this problem with my other bank which post transactions chronologically even if they are showing as pending. In addition, they don't send me text message  accounts update after midnight.  On 04/16/16: I made an online payment of
$100.00 to my [redacted] credit line. M&T  posted that transaction on
04/18/2016.
On 04/17/2016: -     1st
transaction 7:58Am: $50.00 sent for deposit in CHK9171.
-       
2nd transaction 12:07 Pm:  I made a debit
payment of $128.68 at [redacted] store.
On 04/19/2016: at 1:46AM, I received a text Alert
Stating: “M&T Alert: CHK9171 is below
$2.00. Available balance is -$0.71
as of 1:46AM on 04/19/16. May not reflect all transactions.”
As of 04/18/2016 in the late night, [redacted] transaction
and [redacted] transaction are first posted in the night batch but my $50.00
deposit ( which should be posted too on the same date) is still shown as
pending leading the overdraft 04/19/2016. 
I took a screenshot of my account on 04/19/2016 at 7:23 AM, the $50.00 is still shown as pending
but my available balance is $49.29 however my total balance is -$0.71. Why the $50.00 deposit is was not cleared
at the same time as the [redacted] transaction on 04/18/2016 which came second?  [redacted]

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., as long as inquiry is removed as they stated they would within 30 days. Thanks you
Regards,
[redacted]