Complaints
This profile includes complaints for M&T Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 728 total complaints in the last 3 years.
- 253 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/26/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 02/11/25 a check we had sent M&T bank for $40,141.80 was cashed and taken from our ******* ****** ***** bank account. This was to payoff an RV loan we had with M&T bank. Unfortunately I also did an ACH payment not knowing a check had been sent. An ACH payment was taken out on 02/12/25 for the amount of $40,117.30 This ACH payment drained our bank account, leaving a small amount in savings. Loan number ********************.
We called M&T bank several times, talked to supervisors, provided documentation (bank statements) showing the double payment. They acknowledged the double payment and said they would try to expedite the return. They also promised to call us back and provide updates, didn’t happen. It has now been 15 days and we still don’t have the money returned, and zero balance in our checking account. All we want is the ACH refund since the check on 02/11 paid off the RV and closed our account. So far I’m not impressed with M&T bank and their customer service. I need to have the overpayment refunded immediately.
Business Response
Date: 03/10/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 03/10/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ******Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Deposited a check at the Essex, MD branch on 2/10/25. It's now February 26th and I still don't have access to my funds. They're being held for a "fraud investigation". I've visited two different branches to get this resolved, including the original, and still no help. I'm being told I have to wait for them to call be about the investigation. I have received no estimate on when this will be, but that it can take up to 10 days. This is on top of how long they've already been holding my funds. I have bills to pay. I've tried to call the fraud department several times. The first three times I was hung up on after being on hold. The other times I keep being told there's nothing they can do even though THEY ARE the fraud department that is holding up my money. This is my far the worst banking experience I've ever had. In person, online, and over the phone. Will promptly be closing my account after withdrawing my funds. I need someone to contact me to get this resolved.Business Response
Date: 03/06/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently learned that M&T Bank reported my HELOC loan late to the credit bureau. There were two months in October and December of 2023 where payment was late. At that time, I was in the midst of a divorce where my ex was the only one with access to the online account. I was not receiving paper bills for this account. At that time, I relayed to M&T that I was going through a divorce and had a significant and sudden change in income. It appears on my credit report that the payment was 40 days late.
This has caused a denial in my ability to assume my mortgage now that the divorce has been completed in November 2024.
I reached out to M&T bank requesting that they remove this from my credit report considering the unusual circumstances and my history of good payments as well as timely payments since that time. My mortgage company advised that this was the only thing holding me back from being able to assume my property.
I went into the branch on Niagara Falls Blvd. where an M&T employee reached out to corporate to request this. She advised that I should receive a call by the end of the following week. I am alarmed, that as a longtime customer of 25+ years, that M&T did not even reach out to me by phone as I was told. I just received a letter stating that an investigation denied changing this to my credit report.
I believe these 2 late payments should be taken off my credit report as it was an extraordinary circumstance (divorce). I believe this should not impact my ability to continue my current interest rate. That would be detrimental to me and my 2 children.Business Response
Date: 03/11/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 02-22-2025 M&T Bank gave a company MY debit card number to have a fraudulent transaction.
On 02-24-2025 went to local M&T branch office, Manager told me M&T follows **** policy, **** has a merchant list that any one on this list can have access to your bank Information and make a with draw from your account at any time they see fit. On 02-22-2025 100.69 was takin out of my account without my approval or knowledge of this transaction, I was told at the local branch that if I did not want this transaction to have happened, I should have blocked this company from doing this. How can someone block a transaction from happing when you don't know its happing or who on the list of merchants approved by ****. **** and M&T Bank are allowing fraud to be committed. Contacted M&T Bank by phone was told by customer service Rep, they have received Hundreds of complaints about this, so they know it's a problem. So please M&T Bank Denie you did this, because the company has informed me, they have an agreement with the Bank to do this.Business Response
Date: 03/07/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 03/11/2025
My legal counsel has all my documents.Initial Complaint
Date:02/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
my bank account has been placed under investigation due to a high amount of transactions and sending ***** payments. every time i sent a ***** i had to call and have it done while im on the phone. after trying to pay my remaining balance to my landlord for rent, i was told i had to go to the branch to restore my account and verify transactions. upon arrival i verified payments and was told i have to supply a lease or my account will remain restricted. i emailed m&t requesting that im able to send a redated copy to protect my privacy and m&t has yet to contact me back. i deposited close to 2k cash and im being treated like a criminal for using my own money. the tone and questions im being asked at the branch made me very uncomfortable and having to send a lease for doing nothing wrong is an abuse of power. m&t has deliberately withheld me from using my money in times of financial emergency. i need to use my money as we speak and because they can lock my card now i cant use my account because they want a document they dont even need. i volunteered the information about my landlord it shouldnt matter what i spend my money on as long as its lawful. i need help getting access to my account to withdrawl my funds ive deposited. i feel taken advantage of and being pushed to the brink of insanity. someone please help.
thank you -****.Business Response
Date: 03/05/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:02/22/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/13/24 My ***** **** was hit by another car and deemed totaled. The owed Loan Amount was $12,765.56. The payout was $14,323.00.
The bank was paid in full on December 16th 2024. I then rec'd my $1558.00 direct deposited by my insurance.
I was also due to get back part of the extended warranty that I had just gotten and had only used once. ***** ***** contacted the warranty issuer and they sent a check for $2439.94 to ***** ***** in Norwood. ****** rec'd this and on 12/10 mailed it to M&T bank towards my loan not realizing it would be paid off on the 16th.
When calling M&T bank you get a different customer service person each time you call. So each time I call and when they hang up on me, I call back and have to start all over with another C.S person somewhere in the US.
The problem is, M&T bank did receive the check and Claimed they sent me a check on Dec 31, 2024 for the full Amount of $2439.94. January 28th, 2025 Still NO CHECK. So I spoke with Jessica, another C/S person. **************. She gave me a reference# *********. She cancelled payment on the first check and would mail out a new one. I asked, seeing that this is a bank, if they could just direct deposit it to me. I gave them my dd info but on Jan 30th, 2025 they CLAIM they mailed another check.
It is now February 22, 2025. NO CHECK. They claim they mailed it to my address.
I called them again last Monday the 11th. After having to call back 5 times from being hung up on when put on hold, I spent 4 hours trying to resolve this. I finally got a more experienced person on the line that actually asked me for my direct deposit info. I was hopeful, even though the stress and anxiety has been absolutely horrible. I had to fly to CA to care for my dying brother.
I believe M&T bank has been lying to me about mailing a check and I have no idea why they won't direct deposit my money like they did an overpayment of $162 just last week.
Please? Can you help me??
**** ******* ************Business Response
Date: 03/06/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 03/17/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** *******Initial Complaint
Date:02/22/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I took a loan through M&T March 2022 for the amount of $63,058.00 with an interest rate of 6.49%. I have been told that this is a simple interest loan, therefore, I have been paying additional with the understanding that the additional would go to the principal of the loan. I have spoken with M&T representatives who have assured me that this is happening. It is not. M&T has been adjusting my payment, as you can see on my most recent statement. My next payment is not due until 2/2025. I have requested, several times, that the additional go to principal not to advance the payments. My next payment should be 3/2025 for the agreed upon payment amount and my principal should be less than $52,303.73. I'm not a banker nor an accountant, however, I have had several loans which I have paid off early by paying more on the principal. I have spoken, again today, with M&T. They assure me that the additional is going to principal. Why then isn't the principal being reduced accordingly? It seems to me that M&T front loaded the interest. It is not a daily accrual of interest, but a life of loan interest was charged first. I want my payments credited correctly, extra going to principal, loan due the following month. Thanks for helping me on this.Business Response
Date: 03/07/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 03/09/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
I have highlighted your statements that seem unclear to me. In your statement, you say that if I would like additional funds applied to the principal, I need to submit those funds on the date I submit my payment. This I do. The next statement, you seem to contradict yourself. You state that if I pay more than the current due, the excess funds will be applied to the next payment due and will advance the payment due date once a full payment is received. Which is it?
Regards,
****** *****Business Response
Date: 03/18/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 03/19/2025
I have reviewed the response made by the business in reference to complaint ID 22976424.
Regards,
****** *****Initial Complaint
Date:02/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 27, 2024 I purchased several gift cards using my M&T Rewards. It is now February 20, 2025 and I have not received said gift cards. I have called the bank and was told by a customer service rep that there was nothing that could be done. I live in a security controlled condominium building, the mail slots are individual and locked so no one in the complex could have stolen them. I am assuming that the theft occurred at the bank or with the post office. I am disappointed that M&T Bank will not honor this situation and make it right.Business Response
Date: 02/26/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:02/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.Business Response
Date: 02/28/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:02/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Dec. 2, 2024 I went to the Centereach NY branch of M&T bank to have my IRA CD, which had matured, sent to my IRA at ********. The amount was $223,449.97. At that time I was under the impression that the transfer would be sent electronically. After about a week I called ******** and they said they still had not received the funds.I went to the branch of the bank to find out what happened and they would get back to me which they never did. After a few days I went to the branch again and they told me a check was mailed on Dec. 13th. I called ******** and they did a search and they still did not receive the check. The funds finally arrived Dec. 23rd.
My complaint is that the funds were not transferred the way ******** requested. Also that the bank waited 11 day before sending the check on one of the busiest weeks of the year. Then it took another 10 days to get to ********. If I was told at the time I would have taken a withdrawal and and brought it to a ******** branch which was close to my home.
AT the time my IRA account at ******** paid 4.3% on uninvested cash so I lost 21 days interest which amounted to a $552.00 loss. Since the bank did not send the funds electronically and delayed sending a check, the loss should be made up to me by the bank.Business Response
Date: 02/21/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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