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:01/24/2025
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.
Was sent a promotional letter to open a new account. I went online and opened it and provided my personal info including SS number. Was approved and account was opened. Went to deposit first funds and everything was fine. So I changed all of my info to M& T bank including payroll as well as all payment accounts. A day after doing all of this I noticed I couldn’t access my funds, so I drove to branch and was told that account was closed to to my credit score or something. I was NEVER contacted or told that this was happening so I closed my *** * account. This has been a logistical nightmare due to this and it’s costing me money due to having to cancel dividend deposit that was set to go into this new account. I had to cancel that trade sale and now the stock as dropped so I will lose money on this now. I am very upset at the lack of communication and concerned about my personal financial info in the hands of this bank.
Business Response
Date: 02/06/2025
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:01/23/2025
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 purse was stolen on December 19th & charges were made. I called M&T immediately upon discovering my purse had been stolen. I called on December 19th about an hour after the fraudulent charge was made. I’m still waiting on the charge to be reversed & finance charges against the fraudulent charge to be reversed. I have visited the local branch twice & have called customer service three times. Each time they tell me the same thing, that the case will be escalated. It’s all lies. Now it is 5 weeks after the theft & M& T has done nothing & I just get the run around when I contact them. I want the charge, late fees, & interest charges reversed. This is inexcusable by the bank.the figure below includes late fees plus interest along with the original chargeBusiness Response
Date: 02/05/2025
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:01/20/2025
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.
The mortgage company is hiding funds from my insurance to repair my house after a claim was filed October 24 2024 due to fire. The have been telling me since January 14 2025 that funds will be sent out via *** ** overnight within the next 24 hours. Portal says no funds have been sent out. My livestock in my property have been killed by a predatory animal because the house is vacant. We have no electricity to run WiFi for our cameras. I have tried contacting corporate to no avail & Everytime I call M&T claims department I can’t get any answers other then “check will be sent out within 24 hours” the stress of this has affected my health & I can no longer work full time. My contractors call daily wanting to know where the money is.Business Response
Date: 02/04/2025
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: 02/05/2025
Nobody is taking responsibility for the damage caused by these actions. I spoke with multiple representatives between January 14th & January 25. I was told multiple times that the check would be sent out within the next 24 hours. Everytime I called I got a different representative. It’s been 3 months since the fire & we still do not have a date at which we will be back in our home. Everything has been delayed due to funds being held. My chickens on my property have all been killed by a nocturnal predator due to us not being able to be on site at night. Theses companies may feel that they are handling things appropriately but they are not. The delay in funds has caused financial hardship. It has put my job at risk. It has put my health & safety at risk. It has caused trauma to my animals. & it’s not right. & I do not feel that their policy is in the best interest of my family. Only releasing small amount of the funds is only going to prolong getting my family back in the home. & due to the financial hardship I can’t pay all my bills at the house that needs restored & pay for daily expenses of living somewhere else.Initial Complaint
Date:01/17/2025
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.
Was attempting to print our Mortgage Statement and had printer issues. Moved to a different computer in the house to print it, and when I logged in with the correct password it still locked me out, did not offer me a code or any other option. When I called the number on the error the security department told me I have to go to the branch. The nearest branch is nearly 7 hours away. So she told me to call a branch and they can help me. The branch told me I have to come in, or log in and do a forgot password. I tried forgot password and just as I thought, I was still locked out. Called customer service and asked for a supervisor. She told me were probably going to have to go to a branch despite how far away it is, to get our account unlocked. 7 hour drive to unlock an online account?? This is just for us to log in to make mortgage payments as they are only our mortgage holder. There is no money that can be retrieved out of these accounts. So I called back to the security department and asked for a supervisor. This company is completely unwilling to help. So now, I can't pay my mortgage payment or print my 1099. Very sad company, very poorly run. People won't take the time to offer solutions. This is over a 2 hour period and 5 phone calls.Business Response
Date: 01/29/2025
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: 02/03/2025
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:01/16/2025
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 account was blocked when I deposited money and now it’s been 2 weeks and they still have yet resolved the issue. I can’t access my own money.Business Response
Date: 01/29/2025
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:01/15/2025
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 Tuesday, January 14, 2025 I contacted M&T Bank in reference to a letter they sent to me dated January 3, 2025. The letter indicating I had anunclaimed check and that I should contact them immediately so that my check is not sent to unclaimed funds with the state of Pennsylvania. I contacted M&T at the number that they gaven in the content of the letter spoke to a representative by the name of Kaylyn. Shecame back stating that the funds were already sent to unclaimed payments and that I should go on ****************** I am registering this complaint becausethis letter specifically states that they will re-issue my check and it would not be sent to unclaimed Funds. This letter is completely misleading. I am now having to search for monies owed to me by M & T bank. This situation is unacceptable. This bank needs to do what it stated in the letter and reissue my check.Business Response
Date: 01/21/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:01/14/2025
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 12/27/24 I submitted an online application for a credit card. Once submitted I received a confirmation email and #**************. After 5 business days I called to inquire on the status as I received nothing further. The agent told me I needed to verify my income, which I did (received no email). Called back again on 1/7 (still haven't heard anything) and was told I was approved for 25K on a card plus a balance transfer and that I should be receiving something in the next 5 business days. Of course, 7 days go by and nothing. So today I called on 1/14 and the women said it takes two weeks to get out the information and process a balance transfer. Honestly, I have never seen these types of delays in banking in 2025!Business Response
Date: 01/29/2025
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:01/14/2025
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 Friday I got a direct deposit for 1,597.46! I did do some transaction on that day of 12 , on Sunday I had 832, and deposited more money of 580.,plus’s I had return of 304! On Monday my direct payment was not taken out and the reflecting on the mobile apps as me shopping all on the 13 ! I called on costumer service and was told the problem would be fixed!Business Response
Date: 01/21/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:01/09/2025
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 was sent a promotional add by the bank indicating that if my company deposited 10,000 dollars in a business account and maintained a balance of 100,000 dollars, for a period of time i would get a $500 bonus, in February 2024 I set up the account. At the end of that period which was in July of 2024 I did not get the bonus. After a couple calls and an email I was asked to provide proof
promotional add "Please send to me the brochure for the offer" which i did. Later that day I
was told the offer had been honored. Because i had to chase the money down i decided
to close the account. I sent an email to bank manager asking him to call me the next day.
I called the bank the next day and asked that the account be closed and i cashed a check with
the total amount of the cash in the account with the words "close m&T bank account " in the memo. In December i received a statement from the Bank stating i had a balance of 60.61
credits of 81.33 less service charges of 20.72, which made no sense to me. I called the bank and asked to speak to the manager, I was told he was out but he world call me when he got back.
A few days later i got a collection letter saying i owed 81 dollars and 33 cents. I never got a call back from the bank manager, so i called the bank again. The manager told me to provide him with a copy of the statement and the collection letter and he would look into it. I did and he got back to me saying that the account had not been closed and had been accruing service charges.
I reminded him that i had asked that the account be closed back in July and he said there was nothing he could do. I maintain that i did ask to have the account closed and I sent an email to
to call me the day I cashed the check and put in the memo M@ T bank account closed.
I have emails and other documentation if you need it.Business Response
Date: 01/16/2025
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: 01/16/2025
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:01/03/2025
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.
Insurance Check Claim ***** **** $21,603.85 M&T has continually and purposefully given me incorrect information in efforts to stall RELEASING INSURANCE CLAIM CHECK to me. The roof is 100% complete and inspection report was received by M&T on Dec 19th (they sent an email stating they received the report, their employee was sent out to inspect that the roof was completed) The check was overnighted to M&T and received on Dec 24th 2024. By Dec 27th the check had "been processed" and I was told 2-3 business days to release the check which would be 100% of the funds. I called on Dec 30th to ask for tracking number and she stated the check had been deposited into MY bank account. I asked employee how that is possible when I have never given them my account info and she stated it is because I have a mortgage that I pay through my bank account, so they do have my account info. She stated 100% of the funds have been approved for release due to completed inspection. I called back on Dec 31st to get a tracking number and was told that the funds were deposited as of TODAY Dec 31st and it will take 2-3 business days to cut a check, they will be overnighting the money via *****. I called on Jan 2 2025 to ask for the tracking number and they still have not sent a check. I called again on Jan 3rd to get a tracking number and was told that it will take 5 biz days to cut a check and I will NOT be receiving 100% of the funds, they are sending it out in 2 different payments. There is NO REASON to be withholding MY MONEY to pay for a completed job which contractor needs to be paid M&T is deceitful /stall as long as they can in order to hold onto MY money and gain interest off of it. There should be no reason why any insurance claim check sent to a bank is held onto by the bank for more than 3 business days. This is an electronic process and should have a quick turn around when the job is 100% complete and has been inspected by their employee PRIOR to receiving the insurance check.Business Response
Date: 01/30/2025
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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