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
- 732 total complaints in the last 3 years.
- 257 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:12/05/2024
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 name is ******* ******** I have a issueI need help getting my debit card unblocked and checking account and saving account unblocked and online banking account access unblocked username is ************ and I need help getting a update on my ***** enrollment ticket support issues so if their a update on it yet or not because I have to use my sister email and phone number to use ***** to enroll until they fix my phone number and email so I can use mines email and phone number to enroll and I need yall to get ***** blocked resolved so I can send payments again to receivers when I have called fraudulent department they say I will have to go to a branch with. Picture id to verify myself and y'all they will called them to verify me and to fix my issue and when I did that last week at my local bank branch I have verify all the questions and give them all the documents they need to send to the fraud department by email every time I call my local bank for updates they don’t have a update for me or they didn’t provide them with a new update yet and when they email them for a update they don’t respond to their question and I need to withdraw money but I can’t I need this issue to be resolved as soon possible I need all my issues to be fixed and resolved and fully restored and fully unblocked and fully unrestricted and fully restored access to every thing again etc it been like more then 1 day without a update or restore or fixed issues etc I need the checking and saving account to be fixed and restore etc.
Business Response
Date: 12/11/2024
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: 12/11/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards, when will the pending review be completed?
******* ********Initial Complaint
Date:12/04/2024
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 am not liable for this debt with m&t bank I do not have a contract with m&t bank they did not provide me with the original contract as i requestedBusiness Response
Date: 12/11/2024
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:12/04/2024
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.
****** charged me $16.19 and it was posted to my M&T checking account on November 17th. I contacted ****** because I never signed up for Prime. They returned the money on November 18th then proceeded to take the same $16.19 again right after it was returned. I contacted M&T and they could see the issue in my account and we opened a dispute for that transaction and they gave me a credit for $16.19. Today I received a letter by mail claiming they investigated and ****** says they already returned my money so they were taking back the credit of $16.19. Upon looking at my account the charge from November 17th has been wiped from my account and all that can be seen are the return then the transaction where they took it again making it appear as though the first transaction never happened and it was only the 2 transactions of return then payment ..where did the original transaction go because when we opened the dispute everyone was on the same page and could see where ****** had taken it returned it then took it again. Now it seems they are protecting a multi million dollar company and telling me my $16.19 doesn't seem to matter and ****** is able to just steal from me and M&T will back them on their obvious mistake. I want my $16.19 and I want to know why a bank like M&T is altering the statements from my checking account. I find this unacceptable behavior from any bank.Business Response
Date: 12/13/2024
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: 12/13/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The original $16.19 charge from ****** was posted on November 17th which is now missing from my bank statement for some odd reason because it is why I contacted ****** for the refund of 16.19 that shows up on my statement on November 18th then you can clearly see that ****** returned the 16.19 then proceeded to take that same 16.19 from me again after it was returned. Its right in the statement supplied by M&T and it's in my screenshot as well. What would I have received a refund for if I hadn't already been charged the 16.19 ..I didn't receive a refund first ..the statement from M&T is missing the original charge that i got the refund for in the first place and it just shows the refund first then ****** taking the payment after ...but there used to be 3 transactions one posted for 16.19 that I contacted ****** and got the refund for then the refund then the charge for 16.19 again..this was very clear when i spoke to 2 different representatives at M&T the day i filed a dispute with them. 2 different employees seen the 3 transactions and were very aware of why we were proceeding with a dispute for the 3rd transaction when ****** took the same 16 19 again after taking it once then returning it. M&T is making it look like I received a refund for no reason then they took it again ...where's the original charge that happened before the 18th of November because the refund didn't just show up on the 18th for no reason.
Regards,
******* *****Initial Complaint
Date:12/04/2024
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 have been attempting to get my money out of my IRA sent to me for 11 months. I have spent about 50 hours attempting to do so. I can't get clear instructions on how to do so, because the customer service is not allowed to transfer me to the ira servicing department. Bank continually gives me conflicting instructions and neglects to send me the correct forms and denies my forms without a solution.Business Response
Date: 12/12/2024
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:12/03/2024
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 am writing this in the hopes that someone with even a grain of moral standing will read this and hope better for M&T Bank. I do not say this lightly when I say my banking experience (roughly 3 weeks long) with M&T Bank has been my worst customer service experience, let alone specifically banking experience.
What started off as a routine account opening and direct deposit turned into a circus of different people on the phone and in a branch telling me different things and essentially either lying or being completely misinformed.
I opened the account sometime in mid-early November. Setup my direct deposit with my employer, and waited for my scheduled pay date of 11/30. On the day of I check the bank, no money, but I have a pay stub from my employer with M&T acct number and routing number. I call customer service, I am told that the photo of my ID that I submitted weeks ago was "blurry" and I needed to verify identity in a branch. This was on a Saturday at 10am, the only branch open closed at 12pm. I asked if I could come in Monday morning.
(12/2) Monday morning, 9AM at open, I come in with my ID, show it to banker. They say it's been verified. No funds still. I call to ask about funds, I'm assured the next day they will be available.
(12/30) Tuesday morning, 9AM, no funds available. Go to branch, banker tells me my check was actually returned the day before and the returned check can take 1-3 business days.
I will now be at least an entire week without the paycheck that I myself worked hard to earn. M&T Bank in every turn, has acted without their customers best interest, and more so without even a consideration about peoples money and responsibility. From a bank, that is shocking. The least you can do is hold peoples money, it's the only reason you exist as an entity. Abysmal customer service. Poor communication.Business Response
Date: 12/17/2024
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:12/03/2024
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 obviously hacked on October 23, 2024. I had received 3 or 4 ****-initiated emails (on the same day) that my account was being accessed from other remote locations. And, the company wanted to know if the activity was mine. Within minutes, I received an additional e-mail notification that I had placed an order for an item that I had never authorized. And, since my **** account was synced with my ****** account, and my ****** account synced with my M&T debit bank card, the hackers were able to place the order. But, here lies the issue. My checking account did NOT have the available funds to cover this fraudulent purchase. In fact, the amount authorized ($104.25) caused a negative (checking account) balance of nearly $30.00, after it posted.
I have applied once for overdraft protection from M&T Bank, and my application was promptly denied. Therefore, my debit card is declined when there are insufficient funds to cover my full purchase - as it should. But, how did this purchase clear my bank account? My debit card has been declined (in past times) when $2 or $3 was not available, so, how did this (fraudulent) purchase clear my account, when over $30 was insufficient?
This activity by M&T Bank breathes and exhales fraud. This purchase had NOT been pre-authorized, it was NOT a pay-in-4 arrangement. No. This was a NEW purchase, so all reasonings for allowing this fraudulent activity are absolutely unvalidated. Now, M&T has determined that this “transaction was processed correctly and no error has occurred.”, and has “denied the claim”. They have reversed the provisional credit of $104.25 as of 12/2/24, despite me calling to reiterate this apparent fraud (on 11/29/24) and having the dispute reopened. And, the reversal of the provisional credit (12/2) caused an over $80 (negative) balance. AND, I am on a fixed income.
Do NOT choose this bank for any of your financial needs. Save time and money by going elsewhere.Business Response
Date: 12/12/2024
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Business Response
Date: 12/12/2024
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:11/30/2024
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 her power of attorney, trustee of her trust, and executor of the estate for my mother. I noticed that she did not have her accounts at M&T Bank in the name of her trust. 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 to my mother on the phone to get permission to move funds between the accounts and to order checks. I spoke with 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 go to probate and incur additional costs. 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 did not hear 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 the accounts. My sister told me that the branch manager told her everything was all set. In meantime, I wrote checks for my mother and signed them as if I was on the account. She passed away at the end of January, 2024. I went to the branch to move the money from savings to checking in order to cover funeral expenses, etc. I was informed by the teller that my name was not added to account. When the branch manager returned from lunch, he confirmed my name had not been added to the accounts. Even after speaking to my mother directly, in person, 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. Asking for refund $1,690.85.Business Response
Date: 12/13/2024
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: 12/19/2024
I sent the following to Mr. ***** at M&T Bank: "Dear Mr. *****, Attached is a copy of your response to my BBB complaint. In addition, attached is the documentation you requested to support my claim. You state in your letter that the bank attempted to contact me on October 2nd. This never happened. I had no missed calls and no voice mails from your bank. In any case, my mother was physically in your bank after that date. My sister had taken her in to order more checks as the previous order never came. She spoke directly with the manager. He received the authorization to add me to the account. He told her everything was taken care of. My sister will verify this. He actually approached them in the bank as he recognized the name from my previous visit. When I met with him, I specifically told him the reason for adding my name was that I didn’t want to have to incur probate costs for one bank account. Her other assets were in the name of her trust. He knew time was of the essence as she was 104 years old. Thank you for looking into this." I also attached the documentation they requested. This was done on 12-14-2024. I'm not sure if you want to see the documentation as well. Let me know if you do and I will forward it to you.Business Response
Date: 12/24/2024
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: 12/25/2024
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:11/28/2024
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 have problems with my ATM card not working due to the chip which the 3rd time this year. Then I went to go take cash out and the locked my account for fraud. This bank is incompetent and poses a danger to how they conduct business. Then when you call they have people that don’t know what there doing. I would like to thank M&T for ruining my holiday with their incompetence.Business Response
Date: 12/11/2024
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: 12/13/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
**** *****Initial Complaint
Date:11/27/2024
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 wish to file a complaint against M&T bank for their lack in customer service which caused a hardship for myself. I informed M&T bank that my property taxes were going up and that I noticed that not enough money was going into my escrow. I asked the rep to do another escrow analysis, in which she stated that one was just done and another one could not be done. Now that my escrow analysis has ran again for the new year, I am now in shortage of 10k and my monthly payment has now tripled. I called in and asked if I could request to have my shortage spread out in a longer term to pay in order to lessen the burden of this large amount that could have been avoided if the rep would have done their job. M&T informed me that the request was denied, due to it was not their error.
I feel this is wrong as I tried to prevent this from happening to me by notifying M&T, and nothing was done. When I called in a tax rep told me herself that M&T's customer service has declined tremendously, as requesting a new escrow analysis is done by simply submitting a form. So now I must deal with the repercussions of someone not doing their job. I also feel its unfair to deny me a longer term to pay then 12 months, as I am not denying what I owe, at this point all I am asking is a for M&T to have a little grace and assist me in paying the shortage by extending me a term longer than 12 months to reduce my monthly payment increasing so drastically.Business Response
Date: 12/10/2024
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: 12/12/2024
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 feel that the M&T's poor handling of my request for a new analysis put me in the situation of having a shortage. Of course, the company is not going to take accountability for their lack of customer service which led to no action being taken when I called in specifically to let them know of the new tax amount and the situation. My debate is not with the amounts owed, nor the extra escrow payment made, it is with the fact that my account should have been taken more serious in my request when asked. M&T keeps mentioning homeowners assistance, but upon speaking with them, they state they cannot help me because I have a low rate, and no program would work for me. So overall I feel the bank lacks professionalism and integrity overall.
Regards,
****** *****Initial Complaint
Date:11/27/2024
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.
M&T has reported me incorrectly to the credit bureau for a total of 5 months, thus far.
Ive pulled my mortgage history from my dashboard on their website.. EACH manual payment accounted for in my history on my M&T Bank portal was recorded as paid and received.
I have provided them with my bank statements that show POSTED payment dates, photocopies of the confirmations of payments received by M&T, and have even called my bank on a call with an M&T rep and they still did not fix anything.
Since July, I have sent over 40 emails and called and spoken to countless representatives
My blood pressure and anxiety has skyrocketed since July due to the stress they are putting me through. Do not bank with them. You will regret itBusiness Response
Date: 12/04/2024
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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