Terrible Experience Of Former WT Direct Customer

My account was transferred from Wilmington Trust Direct to M&T, and that was a disaster. The process to get access to my account again took more than an hour on the phone, with very unfriendly CSRs. A few months later my account DISAPPEARED! I could log in online, but the account was nowhere to be found. After I called them, they told me that the account was deemed dormant, with claimed 'years' of not being used, although it was only a few months of non-usage and even fewer months since the account was tranferred. First they told me to visit a branch to resolve it, but searching for the closest branch to Miami, FL turned out nothing, and I could not find branches without entering any zip code (and have no idea which zip code I should search for). The headquarters seem to be in Buffalo, NY, which would mean that I have to travel 1200 miles to redeem $40! :-D During my last call they promised to send me a form to perform that task, so now waiting for that and see how the adventure continues.

I do not understand how a bank, even local one, can stay in business with such archaic procedures in place and such unfriendly and rude personnel. Maybe it is seized account money that people do not bother redeeming which keeps them afloat...