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
- 731 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:09/16/2024
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.
Several weeks ago, I bought from **** coffee merchant for 3 identical orders. I got the packages. I was returning one package by one package back to merchant. The M&T debit card was used to buy so my refunds would come back online to my checking account with M&T. When I got my first refund set for $38.50 and $15, the refund was pending that night, but they both disappeared the next day, so I called the bank to ask what happened. My complaint has to do with the fact that the bank LIED TO ME ABOUT THE MERCHANT TAKING BACK THE REFUND. I WENT BACK TO THE MERCHANT AND WAS TOLD, THEY WOULD NEVER CANCEL ANYONE'S REFUND FOR ANY REASON, THAT ONCE IT'S REFUNDED, IT'S MINE, AND THE MERCHANT NEVER CANCELS THE CUSTOMER REFUNDS LIKE THAT. THE BANK LIED TO ME SEVERAL TIMES ON THE PHONE ABOUT THE MERCHANT PUTTING ME ON FRAUD REVIEW AND CANCELLING MY REFUNDS. I EVENTUALLY GOT ALL MY 3 REFUND SETS FROM THE MERCHANT TODAY. IT WAS THE BANK THAT WAS HOLDING BACK MY REFUNDS FOR DAYS ON END. I AM COMPLAINING ABOUT THE BANK DOING THIS ON PURPOSE TO HARASS ME AS THEIR LOYAL CUSTOMER. I EVEN SPOKE TO THE PHONE SUPERVISOR ABOUT THE MERCHANT CANCELLING MY REFUNDS, AND THE BANK SUPERVISOR TOLD ME IT'S THE MERCHANT DOING THAT, THAT I'D HAVE TO DEAL WITH THE MERCHANT, NOT THE BANK. IT TOOK ME A WHOLE WEEK TO GET MY MONEY BACK, AND AS I FOUND OUT GRADUALLY FROM THE MERCHANT, IT WAS INDEED THE BANK WHO LIED AND WITHHELD MY REFUNDS FOR SEVERAL DAYS ON END AND FINALLY RELEASED IT TO MY ACCOUNT. THE MERCHANT NEVER LIED TO ME. THE BANK LIED TO ME. I DO NOT APPRECIATE WHAT THE BANK DID TO MY REFUNDS. YOUR BANK SHOULD BE REPRIMANDED FOR THIS. THERE WAS NO REASON TO PUT MY ACCOUNT ON FRAUD REVIEW LIKE THIS AND LIE TO ME ON PURPOSE SAYING IT WAS THE MERCHANT, WHEN IT WAS THE BANK DOING IT. IF YOUR BANK DOESN'T TRUST ME, THEN I SHOULDN'T BE DOING ANY BUSINESS WITH YOUR BANK. LET ME KNOW. BECAUSE IF THIS HAPPENS AGAIN, I WILL NEVER DO BUSINESS WITH YOU AGAIN. YOU OWE ME AN APOLOGY FOR DOING WHAT YOU DID.
Business Response
Date: 09/27/2024
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: 10/01/2024
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 didn't get any calls from them on any day. Anyway, the merchant explicitly told me they processed the refunds on specific days, and the bank should have shown them as posted within 2 days as they always have in the past, but in this case, they withheld the funds for several more days until they couldn't handle the truth anymore so they let it out. There was no misunderstanding. The bank did this on purpose to discriminate. I don't appreciate it.
Regards,
*** ***Initial Complaint
Date:09/13/2024
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 sold an RV that has a loan with M&T Bank. Buyer wired 20k directly to M&T to pay off the loan on 8/21/2024. On 8/23/24 I called M&T Bank to confirm payment cleared since I was no longer able to see loan online. Customer service rep confirmed loan was paid off and that account was closed. I asked if it was safe to give the RV to buyer now and she said yes and that lien release will be mailed within 10 days. I gave the RV to buyer on 8/24/24. On 8/30/24 I got a letter from M&T bank stating that they were unable to apply the $20k payment to loan account. The $20k payment went back to the buyers bank. The buyer was unaware of this but thankfully was honest to send the 20K to my personal bank. On 8/30/24 M&T supervisor said that it will take 3 days for loan to reopen. Called M&T on 9/4/24 to ask about loan reopenning and was told account was still closed and a request was placed to reopen by 9/6/2024. On 9/9/2024 called M&T again and was told by customer service lady that no request was placed to open account. I was transferred from supervisor to supervisor and they were able to see the request from 9/4/2024 and was told another request was placed 9/9/2024 and supervisor Todd was going to contact me either Tuesday or Wednesday with an update. That didn't happen. I called again today 9/13/2024 and was told once more that the account is still closed and that another request was placed for it to be reopened by the loans department and that I will get a phone call on next business day (I doubt it will happen). I have never experienced such lack of customer service and issue resolution from any other lending institution. This issue is causing me so much mental and physical stress. I just want the RV loan reopened so I can pay it off.Business Response
Date: 10/03/2024
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:09/10/2024
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 deposited $20,000 in ******** **** account at *** ***** ******* *********** ** in 2002 for 20 years in a CD account.I have yet to get my money after I requested it in 2014. Instead, I have another banker telling me to leave the account in Bridgeport and move closer to the bank.I need to speak to a manager about why my money was not transferred to my checking account on file and why they closed the checking account and refused to give me a bank card or open up a regular savings account for me to use with a debit card.I would like to bank manager to contact me via email *************************) to discuss this further.Business Response
Date: 09/17/2024
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:09/06/2024
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.
Hi there,
I opened a checking in Owego, NY on 8/30/24 with a deposited check for $9300. Today's date is 9/6/24, and there's no earthly reason for my funds not to be available by now.
All I want is for my initial check to be made available to me in a timeline like every other bank that I've ever dealt with. This has been the most bizarre and frustrating banking interaction of my adult life.
I've contacted M &T by different methods and to date they have been unresponsive. This is without a doubt the very worst banking customer service that I've ever experienced. It's mind blowing that a bank with over $200 in total assets could be so poorly run and have such truly awful customer service. Please resolve this issue as soon as possible, and no I don't want to talk on the phone about. I just want to be able to access my funds today.
Thank you.
Regards, ****Business Response
Date: 09/18/2024
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: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I still plan closing out this account in the future and moving my business to another bank. The customer service problems with M&T bank run deep.
Regards,
***** ******
Initial Complaint
Date:09/05/2024
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.
I filed a fraud claim with M&T Bank regarding a charge of $1,742.77 on my M&T **** card (REF: CLAIM NUMBER ********, CARD NUMBER ENDING IN: ****) from the merchant **** ************** ******* ** *** *** dated 11/17/2023, immediately after returning from Cancun, Mexico. Despite multiple attempts to resolve this matter through the standard dispute resolution process, including working directly with branch manager Taiwan L** ********, my claim has not been satisfactorily addressed. I never used or attempted to use my M&T card during my vacation in Cancun, Mexico, where this charge allegedly originated. The only location where we paid for hotel charges was at ***** ****** ******, and the hotel used a formal Credit Card Authorization form to document our card information for a refund of a previous deposit. The booking deposit was paid with our ***** **** card, and the refund was correctly processed and posted to the ***** card. However, the M&T **** card, which was only used for the authorization of a $756.02 refund, never had that refund processed. The fraudulent charge in question was made in Mexico City, a location we never visited, and it is impossible for the card to have been present there, 7 hours away from Cancun. M&T Bank continues to insist that the card was used, which is false. I have formally requested a re-investigation and refund but have been met with unsatisfactory responses. Additionally, M&T Bank has refused to provide the name and address of a registered legal agent in Maryland for serving small claims court documents, forcing me to consider legal action. All I am requesting is a refund of the fraudulent charge, and if legal action is necessary, M&T Bank will be responsible for any legal fees incurred. Please review the attached document (Please review attached 2-Abraham Amir-visa-claim ********.pdf) for further details.Business Response
Date: 09/13/2024
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: 09/19/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Subject: Request for Clarification on Credit Card Closure Dear M&T Bank Customer Service, I am writing to express my concern regarding the closure of my credit card account. As of December 2023, my **** account was in good standing and previously I accumulated over 140,000 points. I have never requested the closure of my account, especially while there was an active dispute in progress. I contacted the M&T Bank, and they informed me that the card was closed. I never ever told the bank to close the cad, why anyone wants to close the account when there was a dispute on it? I appreciate M&T's prompt action that refunded the fraudulent charge to my **** card, and I am grateful for the support I have received. However, I kindly request clarification on why my credit card was closed without my instruction. This is a very predatory and retaliatory action against my valid charge dispute. This card should have never been closed. I still see the card in my online banking. If possible, I would appreciate it if you could restore my credit card to its previous status, along with the credit level I worked so hard to achieve. Thank you for your attention to this matter. I look forward to your prompt response.
Regards,
******* ***********Initial Complaint
Date:09/05/2024
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.
In June I made 2 payments on my RV Loan each for $536.02. After I made the second payment in error, I contacted M&T to reverse the 2nd payment and have it sent back to me. A couple of weeks went by and I never received the check. I called back and was told it was still on its way and to call back the next week. The second week of July I contacted M&T as I still had not received the check. They stated it must be lost and we can send the funds back to my bank via ACH. About a week later I still had not received my funds so they said they would submit the request again. On 7/19 I received a credit of $536.02 into my checking account. Approximately the first week of August i received a call from M&T collections alerting me that my July payment was past due. M&T has an autosweep set up to take the payment out of my checking account which i confirmed that the funds were taken from my checking account and applied to the July payment. They explained that the July payment was reversed. I asked why the July payment was reversed and they said it was was to provide the credit back to me. I said the July payment should have NEVER been reversed as the credit should have been made from the payment dated 6/6. After dozens of phone calls trying to explain my situation to each person that answered the phone, I was able to get the July payment credited as expected. On August 3, I saw that the payment was satisfied and assumed the loan was on track. The first week of September I received a call from M&T collections stating that i was 32 days past due. I went into my online banking and saw that they reversed my July payment AGAIN. I was confused as 2 payments were made in August- one was reversed and the other was made to satisfy my July payment. As this point M&T still owes me one payment of $536.02 and they reversed additional payments that should have never been reversed. At this point M&T still has $536.02 of my funds that should be used for a payment.Business Response
Date: 09/20/2024
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:09/04/2024
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.
My account at M&T Bank was blocked without any reason or explanation.
It was open a month ago.
I was trying to reach customer service, but the only comment I have heard that my acvcount is uder investigation, and the bank representative refused to name any specific reason of what was done wrong.
They also refused to provide any specific terms or deadlines when the "issue" (chihc on my opinion does not exist) to be resolved.
I expected funds transfer from my business partners, however due to the unreliable and the arbitrary behavior of the bank officials, any kind of serious reliance on this bank is impolssible.
The bank official are trying to find exeuses about security issues without providing not only details but any information at all; it does not help to secure anything, but it makes problems worse.Business Response
Date: 09/13/2024
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/04/2024
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 late payments from M&T BANK
on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.Business Response
Date: 09/19/2024
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:09/03/2024
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.
Faxed over Authorization Agreement for ********* ******** ***** to ************ on Aug 13th. Called two weeks after confirmation of fax and was advised that document was not processed yet and to call back the end of the month. Called 9/3 and rep said doc was never received. Fax confirmation does not show error so there is incompetency on the M&T Bank side. Payment is due 9/10 and all the new rep could offer was to submit the paper work again today and it will be in place (allegedly) by the due date of the October payment. Not acceptable. Now that I see the rating, I wish we would have checked it before we signed on the dotted line for financing. Horrible and to be a senior experiencing this. Thank God I have assistance with this.Business Response
Date: 09/17/2024
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:09/03/2024
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 used an M&T ATM inside a Walgreens store, clearly marked M&T and gives you an M&T receipt like every other M&T ATM. I’ve NEVER used any non M&T ATM. So three times I used this ATM and it charged me $3.00 each time. This is FRAUD! M&T can’t advertise an ATM as their own just to make $3.00 per transaction on their customers. Isn’t that false advertising? $9.00 isn’t a lot of money it’s principleBusiness Response
Date: 09/12/2024
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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