M&T Bank review: Lack of customer service

It was getting near to my mother's 104th birthday. I was her financial power of attorney, trustee of her trust, and the executor of her estate. I noticed that she did not have her accounts at M&T Bank in the name of her trust. In addition, she had run out of checks from the switch from People's Bank. On 9/20/2023, I went to the branch in South Burlington, VT to order checks, move money from her savings to checking to cover expenses, and to have my name put on the bank accounts. The teller said we could keep the same accounts if my name was added as opposed to changing the accounts to the trust name. He spoke with my mother on the telephone to get permission to move funds between the accounts and to order checks. I spoke to the branch manager about adding my name to the accounts. I gave him a copy of the power of attorney. I was very specific and told him I did not want to have to go to probate for a bank account. Therefore, I needed my name on the account. I did not want to be listed as power of attorney as this would void at death. I needed to be on as joint owner. He said he would contact me if there were any problems. I never heard from him. My mother did not receive her new checks, so my sister brought her to the branch, in person, to order more checks. At that time, the branch manager recognized the name and spoke to her about adding my name to account. My sister told me that everything was all set. The bank manager told her everything was all set. She passed away at the end of January, 2024. I went to the branch to move the money from the savings to the checking in order to cover funeral expenses, etc. I was informed by the teller that my name had not been added to account. When the branch manager returned from lunch, he confirmed my name had not been added. Even after speaking to my mother directly, he did not add my name. He had my contact information and never contacted me regarding any issues. He knew the reason the name needed to be added, not to incur probate costs. He also knew time was of the essence due to the age of my mother. In the meantime, the bank froze the accounts and bounced back checks relating to the funeral and cleaning out the apartment.