Date Received: 2023-09-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23 I entered M & T banks XXXX XXXX location. I asked to speak with the branch manager about depositing a check that came for my clients. At the time I had a POA for the wife XXXX because she was my main point of contact throughout this claim. XXXX XXXX the branch manager sat with me in the lobby and looked over my documents, the POA for XXXX and an indemnification agreement drawn from M & T bank for a colleague of mine who runs the same business. He told me that he never saw the indemnification agreement before and that since the check had both XXXX AND her husbands name on it I would need a POA for XXXX as well. He said if the check said OR you would be good to go but since it says AND youll need that POA. I said ok hes a busy man but Ill have XXXX let him know this needs to be done. At that time XXXX stands up and says once you get that POA you should be good to go, let me make copies of all your documents and XXXX leave them with Ahmand ( manager in training ) because I will be away next week. On XXXX I got the POA with XXXX notarized. The same day I take all documents to the XXXX XXXX location and present it to them. I was helped my I recall the assistant branch manager. She tried her best to help and when I told her that XXXX said he put all the copies of my documents on XXXX desk he had no clue of what I was talking about and couldnt find the documents. After being in the bank for over an hour I was told that they submitted everything to risk management and I would have to wait most likely XXXX business days. As I called to check the status periodically there was no movement and they havent heard anything back from risk management so they say. At this point I had questions about the process that no one seemed to have answers for. When XXXX returned from vacation he gave me a call and told me that my documents were still under review and was very negative about what he thought would be the outcome saying things like Ive never seen an indemnification agreement like this our system and neither have XXXX XXXX in risk management. In my 25 years of banking Ive never seen this. I dont think the bank would agree to this but I could be wrong. He proceeded to tell me that he hopes XXXX didnt make this up using the XXXX Trying to discredit XXXX 40 years of banking. The vibe he was giving off didnt seem right to me but I still followed his lead and continued to wait. XX/XX/23 I spoke to XXXX again. This time he was still slightly negative about my approval from risk management still talking about the indemnification agreement. Downplaying the properly drafted and notarized POA I have for my clients saying the POA just means they were there and signed it. That a notary doesnt make a form legally binding He also informed me that since risk management had never seen this indemnification agreement before they sent it to the legal department. I said to him ok but doesnt a bank have to acknowledge and accept a legally drafted and notarized POA? XXXX then says not if the bank thinks the check should be in the hands of the payee. At this point I realize that he was never here to help me because he thinks that I shouldnt have this check for my clients. All my documentation is correct and the business of Surplus funds recovery is legit. The only other reason he could think this is because Im a XXXX man with XXXX and XXXX because all my documents are done correctly by the state of NJ laws. That same day XX/XX/23 I filed a complaint with M & T for XXXX discrimination against XXXX XXXX. Even then I still waited like he said for XXXX more weeks. XX/XX/23 I called the XXXX XXXX branch and spoke to XXXX again. This time he tells me that its still with legal and he spoke to risk management on XX/XX/23 and the status was still the same. He was Still negative about my approval. Saying he guess is that the bank wont be comfortable with this transaction. He could be wrong and that he was divorced before so hes been wrong before XX/XX/23 I decided to take my documents to the XXXX XXXX bank because this is where my colleague got his approval and they were familiar with this business model. I went there to with my documents initially to see what the process was and if I had all the proper documentation needed to make a deposit. XXXX the branch manager immediately said oh this is the same type of business XXXX XXXX my colleague ) runs. All his documentation has to go through XXXX XXXX I then gave my POAs to the teller XXXX along with my ID and the check. XXXX was on the the computer emailing or messaging XXXX XXXX from risk management. XXXX asked if I had anything to do in the area because she had to wait until XXXX emailed or messaged her back. I told her I have time and can wait. XXXX then said let me try to get her in the phone and she did. I was told by XXXX and the XXXX XXXX branch that risk management could only be contacted by email or a ticket system. That was a lie as XXXX got on the phone with risk management almost right away. She made copies of all documents made sure I submitted all the proper documents to have an open business account as well. XXXX put notations on my account from XXXX XXXX that its safe to deposit the check while the indemnification was being drafted. She said I would have to come back to the branch once the indemnification agreement was ready for me to sign. They then deposited the check which made it clear to me that XXXX XXXX was never trying to help me because he had me waiting for a month for what the XXXX XXXX bank did in XXXX. XX/XX/23 I get several calls back to back from a Connecticut number I didnt recognize XXXX. I answered the last call it was the Fraud Department. I guy named XXXX XXXX. They froze my account and XXXX XXXX had a lot of questions on how I operate my business. He asked if I was working with XXXX XXXX and said yes but Ive since filed a XXXX discrimination complaint against him. XXXX XXXX asked If I had a contract or something signed with my clients and I said yes. He provided me his email and I emailed those documents over to him right away. These are signed and notarized agreements that outline every aspect of my services along with my fee and the total pay out to the client. XXXX XXXX told me he had to reach out to XXXX XXXX to make sure the check was legit and the process would take XXXX hrs to be all cleared up. It was now clear to me that XXXX never sent my documents to risk manage instead was in contact with the fraud department. They went as far as freezing my colleagues account as well. XX/XX/23 I called to check the status of this investigation and was told that I need to close my account because the business exceeds the risk appetite of the bank. I asked what was the reason and the rep said thats all they have in the notation from XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08054
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: This is the third time someone is opening a debit card account without my consent or knowledge. The first time was XXXX XXXX Second was XXXX Third was M & T bank I had to call everyone as soon as I got my debit cards in mail to cancel my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Getting a credit card
Subissue: Problem getting a working replacement card
Consumer Complaint: My credit card was due to expire in XX/XX/XXXX. I received a letter at some point notifying me of this, and that a new card would arrive in time before expiration. I waited through XXXX and part of XXXX and it never came so I called and discovered it had been sent to an old address of mine, 5 hours away in a different state, where I have not lived for at least 3 years. I had opened the credit card account when I lived at that address, but I have since updated my address online, in person at the bank, and over the phone many many times. The rep I spoke with apologized for the mistake, supposedly got my address updated, and said they'd cancel that card and issue a new one to the correct address. I Some time went by and the card never arrived, so I called again. They had sent the card to my old address again. Same thing, they apologized, ask me for the correct address, and say they'll send it out. This happened maybe 2 more times exactly the same way. After that it was nearly XXXX and my card was expired. I waited the 7 - 10 business days as instructed and called yet again. Every single time they sent it to my old address. One rep told me that sometimes the address gets updated in only one part of your account, but not another. I do not understand why updating your address at all, would not update your address across the board. This is definitely a security issue. I waited again and did not receive the card. I called again on a sunday just to check up on the status, and AGAIN the rep tells me it was sent to the wrong address! She apologizes, says she'll expedite it, it never comes. I called last Wednesday about this, they sent it to the wrong address again. Now THIS rep says she'll expedite it, I can expect it in 1-3 business days. I waited, but called each day to ask them to confirm that it was being sent to my address. Each time I received confirmation that it was indeed sent to my correct address. By yesterday XX/XX/XXXX, i had surpassed the 1-3 business days and called again. I was told that yes, it was sent to my correct address, and they would have a supervisor contact me with tracking information. I never received a call. I called this morning XX/XX/XXXX at XXXX to inquire about this. The rep this time provided me with the tracking number and said it showed as delivered. I entered the tracking number online and see that it was indeed delivered, once again to the WRONG ADDRESS. She put me on hold a while, came back and apologized, said the address was DEFINITELY updated everywhere this time and that they would expedite the card to me again. I do not know yet if this one will actually be coming to me but after 4, 5, 6 times of having to get it reissued, I have about zero faith that the issue has really been resolved. How can a BANK have such a difficult time ensuring that a customer 's credit card information is not being freely mailed to a stranger, 6 times??? Unfortunately I do not have specific dates for these calls as my phone record only shows me back to the beginning of XXXX and i was not expecting this to go on for so long so I have not been recording names and details. However they should have everything in their notes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 074XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My first unpleasant encounter with M & T Bank was on XX/XX/2023. I went into the XXXX XXXX, NJ branch to deposit a check into my business account. This is something periodically done whenever I receive a check for one of my clients. Upon entering the bank, I greeted a XXXX customer representative and asked him if I could speak with the branch manager. The reason that I asked to speak to the branch manager is because this is not the branch, I usually visit to make deposits, in addition to the check being a large amount, so I assumed there was a possibility that there would be some resistance. The XXXX customer representative identified himself and a manager in training and he said that he would be able to assist me. I explained to him that this is a check for one of my clients and that I always submit a signed and notarized power of attorney along with the check that authorized me to endorse the check and attorney in fact and make the deposit. He seemed confused about what I was doing, but he accepted my documents and said he would figure out what needs to be done. Shortly after that, he came back to me and explained that I would have to wait 10 days to make a deposit because this would need to be reviewed by upper management. I then explained to him that the authorization he is referring to is something that I had already completed in my home branch to be able to make deposits, which I now do on a regular basis. To deposit third party checks with M & T Bank, there needs to be a power of attorney signed and notarized by the payee and the bank will make copies and keep them on file for each deposit. Before making my first deposit, I had to wait at least 3 weeks to get the okay from risk management and then I had to sign an indemnification form for M & T Bank. The indemnification will ensure that if any fraudulent activity takes place on my account, then the bank will not be held liable or financially responsible. The manager in training asked me to give him a second so he could investigate my account and see if he could locate some documentation on my account. He then told me that my power of attorney was not on file and that I would have to wait 10 days. I explained to him that with each deposit I make I provide a power of attorney for that specific client which then the bank teller will make a copy and put it in their file with that deposit. He was still confused about the process, but he told me to give him a second while he investigated it. He asked the teller at the desk to open my account and she replied to him that she only saw a power of attorney for the first check I ever deposited. I then explained to her that that deposit has nothing to do with the deposit I am trying to make right now. She already was giving me an attitude from the minute that I walked in the bank and did not want to greet me at all. She then started saying that my power of attorney was missing the back page, insinuating that the document was not valid. I then explained to her that a power of attorney does not have to have 2 or more pages, it just needs to be signed and notarized. Her and I went back and forth a couple of times about that, so at this point I was being told again by the manager in training that I needed to wait 10 days to get a response from the department that handles these matters on whether I can deposit the check. After receiving much resistance and scrutiny on the validity of my documents, I then asked the manager in training to call the branch manager where I usually make deposits to confirm that this is something I regularly do. After asking him twice previously, he agreed to make a call to my home branch. He went into his office and was on the phone for about 5-10 minutes and then he came back to me and let me know that I was able to deposit the check. He then told the bank clerk to deposit the check. The expression on her face was the look of someone who was disappointed that I was allowed to deposit the check. I then asked her to print a cashier 's check in the name of my client so that they could be compensated. From that point on, her responses were very short and passive aggressive. Not once did I get out of character, but I knew there was a 50 % chance that I would go through what I went through, and not only because of the amount of the check, but the amount of the check that was in possession of a XXXX XXXX. I was professionally dressed, and I still received the resistance that most other XXXX customers of the bank receive all over the country. On XX/XX/2023 I went to order a ride from the XXXX application and noticed that my business debit card would not be accepted as a payment. I tried to book the ride several times with my business debit card, but the request would not go through. Roughly about an hour later I attempted to use my debit card from my personal account at the ATM machine and there was an error message that kept saying my pin number was incorrect. My pin number is a number associated with my children 's birthdate, so I knew that I was using the correct pin. After trying to enter my pin number several times and receiving an error message each time, I decided to contact the bank. When I tried to reach out to the bank my calls would not go through at all. Every time I called the automated system would play the usual greeting and then the call would go blank without allowing me to choose any options. I called at least 4 different numbers listed for M & T Bank to try to get through. I tried to call the bank back about 40 minutes later and at that time I got through to a customer service representative. I asked the representative what was going on with my account and he notified me that there was a block placed on my account by the fraud department. I asked him what the reason was, and he explained to me that he could not see any details, so I asked to be transferred to the fraud department. Once I was transferred to the fraud department, I spoke to a representative who could not explain to me why the fraud department placed a block on my account. The representative said that he would make a request that the fraud department reach out to me. At XXXX on XX/XX/2023 I received a call from an individual who identified himself as XXXX XXXX . He said that he worked in the financial crimes department and that he was calling me to discuss my account. Before he spoke, I expressed my frustrations with my account being blocked and investigated without any valid reason. XXXX XXXX immediately began to scrutinize and critique my business model saying that my business was not " framed '' correctly. He immediately tried to discredit my business and eluded that I am operating in an unethical manner. He said that the service I am providing to customers is something they could do on their own for free. He said that I am " targeting '' my customers and if I have a profile for the customers that I am contacting and that I am being deceptive in nature. XXXX XXXX then began to try to discredit my business by insinuating that my contract for fee agreements and the power of attorney documents were not drafted correctly. I explained to him that I am acting as a third-party locator, which is completely legal in the state of New Jersey . The contracts for my fee agreements must disclose what the property type is, the value of the property, and where the funds or property are being held. The documents must also be acknowledged by a public notary. I then explained to him that my power of attorney meets the requirements of New Jersey because I had an attorney represent me in a case as an assignment from a client to release surplus funds. I was required to submit those same documents, meaning the fee agreement and power of attorney to my attorney to represent me in that case. It's safe to say that if anything illegal or incorrect was being done, the attorney would not have taken my case. I also explained to him that attorneys seek to locate clients the same way as an asset locator by obtaining a list from the Superior Court of New Jersey. This list is a public record and can be purchased for {$10.00}. He continued to try to discredit my business model and insinuate that I was engaging in something illegal and unethical. He stated that I am not an attorney and I told him that you don't have to be an attorney to be a third-party locator and to check the unclaimed property rule. My business is providing a service and none of my clients are forced to enter into a contract with me at all. At least 50 % of these prospective clients are not aware that they have money to collect. I began getting very frustrated because now I was being insulted and basically being called a criminal. XXXX XXXX could not tell me what crime I committed, what crime I was being charged with, what fraud was committed, and he never explained to me what the reason was that account was blocked. After going back and forth with him I told him I was no longer interested in doing business with this bank and to unblock my account immediately and that I would be filing a lawsuit. He said I was about to tell you that the bank is no longer interested in doing business with you at this point. The reason my account was blocked was because a friend of mine who does the same business as me was being XXXX XXXX and discriminated against by the branch manager of M & T Bank in XXXX XXXX, NJ. He had been trying to deposit a check for over 30 days before he decided to take his check and deposit it at the branch in XXXX XXXX, NJ. Once he took his check to the XXXX XXXX, NJ branch, his check was deposited in 20 minutes without incident. I told him to let the branch manager know that he knew me and to give me a call if she needed me to vouch for him. They had no problem depositing his check because I have been doing business with this bank for a whole year without incident. The branch manager in XXXX XXXX, NJ got wind of the friend depositing his check and the request for his account to be serviced at XXXX XXXX. Obviously, he was upset and flagged his account for some kind of fraud or financial crime, so that same day on XX/XX/2023 he called me and told me that XXXX XXXX called him, and his account was blocked. I am in no way associated or legally tied to my friends business in any way, so based on them investigating his account they took it upon themselves to investigate my account. My account was blocked based on the suspicion of another business who was operating in its legal capacity, a business I am not way legally involved with or tied to. I have had my account at M & T Bank for almost a year without any incidents or complaints whatsoever. This is clearly discrimination because this would have not happened if I was not a XXXX XXXX. I have followed every procedure that the bank requires, and I have never had any fraudulent activity take place on my account. The documents necessary to make deposits are always provided when I make deposits and that is the policy for depositing third party checks with M & T Bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-24
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: I have made several attempts to make a loan payment on my account. I called numerous department phone numbers tried to pay my bill through the automated system and even tried to get into my account online. I wasn't able to retrieve my user ID or my password. Thier hours of operation are Monday through Friday XXXX to XXXX and those are the hours I work. I have no way of making a payment because there are no options to pay my bill outside of normal business hours. They changed their system so I haven't been able to log into my account in a long time. I need a way to pay my bill.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89431
Submitted Via: Web
Date Sent: 2023-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Thursday XX/XX/23 I took a personal check made out in my name by my brother in law in the amount of XXXX XXXX to an M & T bank to deposit it in my checking account. This was after an attempt to wire the money from XXXX XXXX to M & T bank failed. I was told that due to the amount of the check, it needed to be verified and my brother in law + XXXX XXXX would be contacted to confirm the checks validity. I found out XX/XX/23 that the check was not processed and was told to reach out to the other bank to inquire. XXXX XXXX told my brother in law the transaction was good on their end and the issue was in the hands of M & T. Later that day I lost access to my online banking app and was told my account was on hold. My account was running low so I took another check made out by XXXX for my recently totaled vehicle to M & T only to find out that the Fraud department had my account locked and no transactions could be made. What made things worse was today on XX/XX/23 my direct deposit from work was sent to M & T and I had no access to that or any of my other balance. The customer service representatives said there was nothing they could do and the fraud department said nothing can happen until the investigation was completed which could take anywhere from XXXX days. I am not fortunate enough to be okay with thousands of my dollars being held from me without good reason. I have bills to pay, living expenses, child care expenses that are not being met and its infuriating and utterly ridiculous that I can not access my own money in the XXXX century. I understand there was an issue with the check between the banks, but the issue should have been solved between them. Not taken out on an unfortunate consumer who relies on his biweekly paychecks to make ends meet.
Company Response:
State: PA
Zip: 179XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I opened my account with M & T Bank because there is a very convenient ATM that I pass every morning and afternoon going to and coming home from work. That particular ATM has been down for maintenance for several months now and that has caused me to have to use ATM machines where I am being charged {$3.00} from my bank and {$2.00} from the ATM. When I spoke with the bank about this situation they have told me several times that they will try to verify that the ATM is still out of service and go from there but I have had no resolution in the past several months. The only advice they offered was for me to use a different ATM that is 15 minutes down the road from my house. That would mean I have to drive 15 minutes to this ATM and then 15 minutes back to my house before I can proceed with whatever I am doing. I find that highly unreasonable. I would like them to refund all of the fees associated with using any other ATMs but the one in XXXX New York because that is the one that is down. To date, I have over {$400.00} in ATM fees because of their machine being down
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Fees or costs during the application process
Consumer Complaint: Me, my son XXXX and daughter in XXXX XXXX XXXX just purchased a property that was serviced by M & T bank, that had an assumable FHA mortgage attached to it. The loan number is and was XXXX. The facts surrounding this process were unremarkable, up until just before closing. M & T approved our assumption, and XXXX of the lender 's conditions were that the buyer ( XXXX ) were to pay the XXXX payment for a closing date of of XX/XX/2023. It is well settled and understood that mortgage payments are made in arrears, which means that M & T 's requirement that WE pay XXXX 's payment ( which is XXXX 's interest ) is wrong on three fronts : XXXX ) It interfered and changed the contractual agreement between the buyer and seller, which did not provide for the buyer to pay the seller 's interest payment for the month, which in tort is an interference in contractual relations. XXXX ) Violated well established nationwide practice by all closing agents, mortgage companies, and industry professionals, 3 ) Violated FHA rules as it relates to assumptions. According to the XXXX, FHA forbids a mortgage company to charge the buyer on an assumption any more than {$900.00}. M & T 's requirement as a condition of closing that we pay the XXXX XXXX payment violates this rule in addition to the above mentioned transgressions. It is therefore requested that M & T either refund us the XXXX, or apply it as a credit for our XX/XX/2023 mortgage payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98012
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I opened my checking account onXX/XX/XXXX on XXXX XXXX XXXX XXXX branch with the representative XXXX XXXX. On the same day that my account was opened my online banking was locked. I sent several emails to the representative without geting any answer and also called customer service but because I dont have the debit card they cant verify me. Is a loop that doesnt have a solution. I have a VPN on my phone for security company reasons ( from XXXX ) so maybe thats why was locked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My M & T bank account app on my phone has been blocked for a month and Ive been trying to call them and even went in person a couple of times to try to get my account unblocked to see how much money I had on there and someone has been taken money out of my account and it wasnt me. I was too scared to spend any money because I didnt want to go over and I havent been able to get into my accounts but instead of helping me get back into my account and giving me money back they decided to cancel my whole entire bank account. They took my whole paycheck that was {$980.00} and I have rent to pay on the XXXX and I really need that money back.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A