Date Received: 2016-07-07
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX 2016, I informed M & T Banking that there were several fraud charges on my account from an XXXX customer. These transactions were noted by me on XXXX/XXXX/16 and was reported on XXXX/XXXX/16. However, M & T Bank stated they would investigate the matter and informed me that they would give my money back in a few days. Five days later, on XXXX/XXXX/16, M & T Bank deposited the stolen money back into my account with the exception of XXXX transaction. I was informed they could not stop the other transactions from going through therefore they credited my account. When they credited my account I assumed it was the money that was illegally taken from my account on XXXX/XXXX/16 and thought nothing of it. On XXXX XXXX, I received a letter stating that M & T was going to reverse the credit and pull all funds from my account on XXXX/XXXX/16. I asked M & T Bank " Why was this draft or reverse credit taking place? '' They informed me that they never paid the illegal transactions that took place on XXXX/XXXX/16 because they did not receive the required paperwork from the third party. I then asked " If they never paid then why did they credit my account XXXX/XXXX/16? When I viewed my account on the XXXX, it clearly showed the transactions taking place ... this is the VERY reason I called them in the first place. However, when I viewed the account documents, the account showed no evidence of any illegal charges taken place on the XXXX. As a matter of fact the only transactions relevant to this issue noted was the credit on XXXX/XXXX/16 M & T had placed in my account. The problem with this is, if you see the credit on the account, XXXX would most likely ask why is there a credit? M & T could not tell me exactly why the charges fell off the monthly statements which would have have shown why the credit was on XXXX/XXXX/16. I then proceeded to ask why did you credit my account on the XXXX of XXXX for activity that did n't take place on the XXXX/XXXX/16? I told the bank " if you did not pay the charges on the XXXX/XXXX/16, then why the heck did you give me a credit making me think you were simply reimbursing me like you said you would on XXXX/XXXX/16? Now you want to reverse the credit back to M & T on XX/XX/XXXX/2016.This has caused total confusion and obviously documents have been changed or loss to benefit M & T XXXX I do n't understand why it would take 5 days to determine if you are going to pay a transaction or not. Yet on the 5th day and 5 days later you give me the same dollar amount which was originally illegally taken on XXXX XXXX! ( see amount below ) : For the record I called M & T on XXXX & XXXX XXXX and XXXX XXXX and tried to solve the problem. The M & T letter I received was dated XXXX XXXX, 2016. The # is XXXX. Each time I called and spoke to several employees the response was unacceptable. The last person I spoke with was XXXX who identified himself as 'XXXX the Manager '. Because of these transactions being reversed, this has caused undue stress on my entire family and home expenses. Transactions : All illegally withdrawn on XXXX/XXXX/2016 : {$510.00}, {$510.00}, {$510.00}, {$70.00}. The total amount M & T will reverse are the same numbers and amounts above. XXXX : Why did M & T credit my account on XXXX XXXX, 2016, when they did not pay the transactions on XXXX XXXX, XXXX? The bank could have just not did anything because I would of not have lost any money, that is, if they did not pull it from my account-right? It looks to me like I am being forced to pay for the illegally transactions, not caused by me, out of my pocket by allowing M & T to revere the credit. Also M & T could not and would not show that the illegal transactions on XXXX/XXXX/16 were not paid which is suspicious banking activity to me. All documents should available for view. I do n't see how the purchase of overseas plane tickets could be reversed! M & T could not show the illegal transactions on my account that happened on XXXX, but was glad to show the credits on XXXX/XXXX/16.
Company Response:
State: VA
Zip: 22405
Submitted Via: Web
Date Sent: 2016-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-29
Issue: Settlement process and costs
Subissue:
Consumer Complaint: My complaint is mainly against M & T Bank 's Loan Officer XXXX XXXX and the team he utilized to work on my home mortgage loan. In Exhibit A, the bulk of my complaint/concerns are outlined in chronological order. To date ( XX/XX/XXXX ), I have not received an apology nor an explanation or answers as to why everything fell apart at the end and why the cost of their neglect fell on me. M & T violated the three-day closing rule : if the final CD is changed then closing has to be pushed back three days. M & T issued a final CD on XXXX/XXXX/XXXX with closing of {$1300.00} for settlement date of XXXX/XXXX/XXXX, then changed the dollar amount the morning of XX/XX/XXXX when they noticed that they missed the processing fee ( initially {$700.00} then revise the morning of closing to {$310.00} ) for XXXX and added it ( which meant settlement [ per regulation ] should have been rescheduled for XX/XX/XXXX to give the three day change ). The contract extension ended on XXXX/XXXX/XXXX and a new extension had not been sign ( nor was possible to get signed and on the books to push closing back again ; the home was still at risk for foreclosure and an extension would have meant starting the entire process all over again with the short sale approval from the seller 's bank ). It 's inexcusable and neglectful that the M & T loan officers/underwriters were not paying attention and doing their jobs which led to missing the processing fee and then trying to tack it on at the last minute. M & T needs to assume responsibility of the XXXX processing fee and reimburse the full amount that they neglected to add when it was first noted on the XXXX/XXXX/XXXX CD from XXXX. ( The full complaint will be attached in a PDF. )
Company Response:
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2016-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-28
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was issued XXXX refund checks from when I sold my house and overpaid M & T Bank. I forgot about the checks and when I found them a little over a year later, I went to cash them with my bank who told me that they were too old and that I needed to contact the company to be reissued the checks. I have made several attempts to contact M & T Bank and every time I speak with them, they tell me an excuse as to why I have n't received the checks. They keep telling me that they mailed them and that I should receive them any day and they never show up. I call them several days later and they tell me the exact same thing. It has been over a month of calling them and I still have no checks. They keep telling me that it is my money and that I do get it, but I 'm still receiving no checks. I receive all other mail and have n't had a problem and it 's strange that they keep telling me the same thing over and over and never have a reason as to why they have n't been received.I have verified the mailing address with them several times and they have it correct.
Company Response:
State: MI
Zip: 49546
Submitted Via: Web
Date Sent: 2016-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-25
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: M & T Bank has repeatedly refused to modernize their online banking security. This leaves their consumer vulnerable to breaches that could occur even if the customer themselves is very careful with their security. In particular their site violates the latest FFIEC Guidance on cybersecurity found here : XXXX.pdf In particular, as laid out in the Information Security Booklet the FFIEC provides XXXX They are in violation of procedure # XXXX on page XXXX : Confidentiality of passwords and shared secrets ( whether only known to the employee/customer ). The shared secrets they use are commonly found on social media sites, these questions ( mother 's maiden name, city of birth, school mascot etc, ) are widely known. M & T Bank also violates procedure # XXXX Determine whether all authenticators ( e.g., passwords, shared secrets ) are protected while in storage and during transmission to prevent disclosure. M & T Bank allows internet browsers to store password and user information, and does not have password entry on a separate page. They do not offer XXXX factor authentication, nor do they have image verification.
Company Response:
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2016-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I made a deposit of {$10000.00} on XXXX/XXXX/2016. The deposit was supposed to be for {$9500.00} but i accidentally added {$500.00}. The teller counted the cash while i watched. She came up with {$10000.00}. She counted the money again with the counting machine and came up with the exact same amount {$10000.00}. I knew I had added {$500.00} by mistake and went through with the deposit. No problem. I got my statement for XXXX and noticed a " correction to deposit '' for - {$520.00}. I contacted the bank manager. She talked to the teller and her excuse was that she remembered that she did n't count it properly while i was there but apparantly she came up with a different figure after hours. Called M & T corporate and was told they could n't do anything about it. I still have not got my money back. The teller thought she saw an opportunity to enrich herself at my expense. She is a THIEF and should be prosecuted! I have a bank deposit slip that was forged and signed by someone at the bank. I did not sign it! The bank is at XXXX XXXX XXXX. XXXX, Md. XXXX. Phone # XXXX. The managers name is XXXX?. The tellers name is XXXX XXXX.
Company Response:
State: MD
Zip: 218XX
Submitted Via: Web
Date Sent: 2016-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-21
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX, a representative from XXXX XXXX issued a Scope of Loss that provided itemized details of how the claim funds provided were to be dispersed ( see attached ). On lines # XXXX and # XXXX of the Scope of Loss, XXXX was the named party and were to be paid {$4900.00} and {$7000.00}. On line # XXXX, XXXX XXXX also provided claim funds in the amount of {$100.00} to " stain and finish wood window ''. Per the Scope of Loss, XXXX should have been paid a total amount of {$12000.00}. On XXXX XXXX, XXXX, a representative from M & T Bank sent a letter confirming that the signed contracts they received from XXXX was for the amount of {$11000.00}. ( See paragraph # XXXX ). This letter also provided a breakdown of how they issued the claim funds that were received. According to the breakdown that was provided, M & T Bank issued funds to " XXXX '' on XXXX XXXX, XXXX in the amount of {$5900.00} and XXXX XXXX, XXXX in the amount of {$3500.00}. Between XXXX XXXX, XXXX and XXXX XXXX, XXXX, a total amount of {$9500.00} was issued to XXXX by M & T Bank. When XXXX XXXX sent claim funds to M & T Bank, it was accompanied by the aforementioned Scope of Loss. M & T Bank also received a copy of the signed contract from XXXX. M & T Bank has admitted, in writing, that they have only issued claim funds in the amount of {$9500.00} for XXXX. If M & T Bank received a contract from XXXX for the amount of {$11000.00} and a Scope of Loss from XXXX XXXX indicating that XXXX was to be paid {$12000.00}, then there is no less than {$2400.00} due to XXXX. Unfortunately, M & T Bank has refused to pay this amount. M & T Bank had a fiduciary duty to ensure that the funds provided by XXXX XXXX were issued appropriately. Unfortunately, as of XXXX XXXX, XXXX, M & T Bank has failed to fulfill their obligation to responsibly care for and protect the asset located at XXXX, Illinois XXXX. This misappropriation of funds is illegal and is a felony. I have been getting the runaround about these funds for over a year. This is my final attempt to resolve this issue with M & T Bank before I begin to file complaints with other authorities who take this very seriously.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2016-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To Whom It May Concern, We have a MIP on our mortgage. We are at an estimated 68 % loan to value. I have asked M & T bank several times for it to be removed and it has not been done. I am estimating that we have reached the necessary 78 % 10 months ago. Our mortgage is in excellent standing, never late and additional principle payments. The last time I requested for the MIP to be removed I received a letter stating that it would be removed when my loan has reached an unpaid balance of {$500000.00} my unpaid balance is {$480000.00}. My desired resolution is to remove the MIP and be reimbursed for the months that I should not have been paying. Thank you in advance for your help. XXXX XXXX
Company Response:
State: NY
Zip: 10461
Submitted Via: Web
Date Sent: 2016-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-20
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX/XXXX/16 my bag was stolen containing all of my bank cards as well as my ID. I filed a police report with the XXXX XXXX police Dept. in XXXX. On XXXX/XXXX/16 in filed a claim with M and T bank making them aware of a number of fraudulent charges which had placed my account into a negative balance ( XXXX ). After several days I inquired with M and T Banks Dispute Claims Dept. and they informed me that the claims were denied. I asked the phone representative why they were denying the claim and they said I needed to write, sign and submit a statement saying that I did not make nor was I aware of the charges stated in the complaint. I immediately yet still the claim is being denied. In the interim my direct deposit from my employer went into the account which was immediately consumed by the existing negative balance. M and T did initially issue a credit for XXXX of credit card transactions however the bulk of the charges were ATM cash withdrawals. My PIN was not on the card however all my cards use the same PIN. Any review of the ATM cameras associated with these transactions should easily show that I did not make nor was I aware of these withdrawals. Your help in resolving this matter is greatly appreciated. Case ID XXXX and continuation of the Case ID XXXX
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2016-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-18
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My mom passed away on XXXX XXXX, XXXX. XXXX held a CD and Savings Acct for her heirs in the event of her death. She did this to make it easier for her children ... because that is the kind of mom she was. I am retired and spend most of my time in XXXX. I have a permanent US address in XXXX, but am seldom there. I went to XXXX to help with hospice care in XXXX and returned to XXXX after the funeral. I was devastated by the loss. She was strong and healthy, living on her own and managing her own affairs until the end. XXXX I contacted XXXX to have my inheritance moved from the CD and savings accounts to my XXXX account. They said I needed to close the accounts in person. After a long period of negotiation, they agreed that I could have XXXX withdrawal slips notarized and submit them with picture IDs and they would close the accounts for me. They would not be able to transfer the funds to my US bank but they would give me paper checks to deposit. I am in XXXX. A notarized signature involves making an appointment with the XXXX which takes a few weeks, and paying a {$50.00} US fee for each signature. The notarized forms were eventually obtained and forwarded to my sister, who lives near the bank, to deliver to avoid any additional delays. In the meantime, XXXX merged with M & T Bank. When my sister brought in the forms she was informed that they would not be any good and I would have to come in person to close the accounts and get the checks. My sister finally prevailed and I was allowed to verify all of my information by phone and email. The accounts were closed. I was not able to get the bank to transfer the money or to give the checks to my sister but they did agree to send the funds to me in XXXX. Weeks later I received a check that was drawn on XXXX XXXX, XXXX ... almost four months to the day after my mother 's death. When I opened the envelope I found a cashiers check for a little over {$10000.00}. The amount is significant. The XXXX accounts had been closed and the funds put into XXXX check " for my convenience. '' Receiving a check for over {$10000.00} across international borders requires submitting a form to the US XXXX reporting the transfer. This means that I had to complete the customs declaration for receiving the check ... and in order to deposit the check into my XXXX account by mail, I would have to report that I was sending the check back to the USA. I am sure that there will be many questions from both XXXX and the IRS due to this. I requested that the bank cancel the check aand XXXX check - XXXX for each account - be sent to me so that I could negotiate the funds without more red tape. The branch refused my request. They suggested that I fly back to XXXX or XXXX to deposit the check in a XXXX. I contacted M & T Customer Relations and spoke to someone on the phone who gave me to XXXX, her supervisor. They were both considerate and offered condolences on the death of my mother, but could not offer any help. Apparently, the branch manager has the final say in M & T customer relations. I just returned from the post office in XXXX where I sent two forms to US XXXX reporting receiving the check ... and sending the more than {$10000.00} check to XXXX. The cashier 's check, was sent by regular mail to a XXXX XXXX which is how XXXX does banking by mail in the USA. A XXXX XXXX can not provide signature or tracking. I hope it gets deposited to my XXXX account. I can not believe that in this day and age a bank in the USA is not able to do an EFT to another XXXX bank. I can not believe that any bank has to issue a paper check. I can not believe that any bank so callous to it 's customers can stay in business. M & T shame on you.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My name is XXXX XXXX XXXX. I had a loan no XXXX with M & T Bank ; I requested a payoff by e-mail because is one the option I have to get the pay off. Bank e-mail me back asking me to submit my request in writing. I fax my request in writing. When I received the payoff the fee for the letter was a {$100.00}. I called customer service and request fee to be waived because I was not informed for cost to produce the letter. Under Fair and Responsible Lending and Servicing I was not informed of any fee so I could not make an informed choice. I am a XXXX with thick accent, when I called customer service ; I was treated like a second class citizen for customer service representative making me feel like a second class person. I believe that customers have the right to be informed of any fee that we have to pay before our request is completed. I really believe that M & T bank do n't like to deal with people with accents or other ethnicities.
Company Response:
State: TX
Zip: 78222
Submitted Via: Web
Date Sent: 2016-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No