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
- 729 total complaints in the last 3 years.
- 254 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:08/14/2024
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 tried opening another bank account for my new business at a separate bank. Upon applying for this bank account, I was informed that **** shows that I owe $603 to M&T bank, whom I have never held an account with. I did however have an account with People's Bank and I closed that account in 2022. When I called M&T on 8/13/24, I was transferred to a number of different people and spent nearly 45 minutes on the phone, only for them to tell me that in order to access the statement of the charges to understand the debt, they needed to put a request in. I was advised to call back on 8/14/24. When I asked if they could call ME when the request is ready, they told me they do not make outbound calls, and I have to call them. I did call on 8/14/24 and was told the statements were still not ready. I am now being impacted because I am not able to conduct business until I can open a bank account, and this "debt" is preventing me from doing so. Now I have to wait 10+ days for the statements to reach me by mail because apparently, they can't share the information in any other form. How is it possible that a bank that had acquired another bank cannot get the records to be able to talk to me over the phone about the debts I apparently owe? And on top of all this, why have I never been contacted about this debt? This account was closed over 2 years ago, this is extremely inconvenient and is causing me to question the validity of the business and the apparent "debt".
Business Response
Date: 08/26/2024
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:08/13/2024
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.
My mortgage transferred to M&T Bank as of July 5, 2023. In October 2023 I could not log into my online account to make my October 2023 mortgage payment so I called customer service and spoke with “Jennifer”. I was on this call over 27 minutes. I was told I was put into their Homeowner Assistance because I was behind in payments. This was a shock to me. Finally, she took my payment over the phone “as a courtesy”. I had to call customer service again in November 2023 as I still could not log in online. They transferred me to Homeowner Assistance and I spoke/argued with “Sal”. He absolutely refused to take my payment over the phone! I told him I would mail a check. M&T MAILED MY CHECK BACK TO ME! After this, they demanded TWO payments at a time by phone! I have the names of everyone I spoke with in Homeowner Assistance, I have all of my proof, I did report this to CFPB, I did ask my Credit Union to give written proof of my payments that I could give to M&T, I did go to my local M&T Bank branch for help. In the 14 months M&T has had my mortgage, I have made 14 full payments but Homeowner Assistance calls me constantly and all of my statements are incorrect. Actually, I get 2 DIFFERENT statements every month! My credit has been destroyed by M&T Bank! I keep disputing with the 3 credit bureaus but they only believe M&T! I think my checking account should be enough for anyone to believe that i pay all of my bills on time every single month. I have been in contact with attorneys. I have no idea why M&T is doing this to me.
The person in charge at Homeowner Assistance is ****** ***** and he must be insane; I spoke with him a few times.
A few months ago they stopped sending an email confirmation of payment and the just give you the option to download a PDF that says a payment was made.Business Response
Date: 08/20/2024
M&T
Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.Business Response
Date: 08/30/2024
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: 09/17/2024
I had my in-person meeting at M&T
Bank in Old Forge, PA on September 10th. Heather J**** got a man on the phone
who has replaced ****** *****. Now, (since every person tells me something
different) it seems that the "missed payment" they are charging me
fees on and reporting to credit bureaus is for AUGUST 2022. This is from the
previous mortgage company, *********. They has a program on their website
called "C********** **********" (see attached). I only had to fill in
a form with my name, ss#, birthdate and email address and I chose to defer this
one payment. I did not get an email so I called and they said I was approved to
defer that ONE month. Then I got their letter dated August 24, 2022 (see
attached).
So, I will now contact HUD regarding this issue since it is
under The CARES Act which is a Federal program with specifics statements on FHA
mortgages detailed in "Intermediation Frictions in Debt Relief: Evidence
from CARES Act Forbearance" a.k.a. The Vickery Paper.
M&T is choosing to violate federal law.Initial Complaint
Date:08/12/2024
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 car was claimed totaled on June 6th 2024. My insurance company Hanover insurance has been trying sense then to pay off the total amount due. M & T bank has been neglecting to send information needed to do the pay off and has claimed that they are at fault on several phone calls between me and them and also with my insurance company on the line a few times. They have told me on multiple occasions that it is marked stat to get it resolved but still nothing. My account has been collecting interest and two late payment fees. M and T bank did wave one of the late payments. My total due was $19,353.92 now it is 19,534.56. This is effecting my credit and my mental status.Business Response
Date: 08/27/2024
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:08/10/2024
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.
It was around May or June that I called M&T to try and pay off my car note.
I have excessive late charges that is taking over my full balance . The total amount I owe is 5,400 that’s with the late charges included . But my principal balance is $2,400.
I been trying to get some of the late charges waived but they are not helping me. They asked me to send them a written settlement letter requesting the late charges to be waived and I did. They called me back the first time right away. They told me I need to pay the 2,400 first and then they will think about waiving the late charges .
So I finally got the money to pay off the principal balance , and I resent another late fee waiver request in July because they made me. But this time they keep saying they didn’t receive anything and I faxed it over 5 times . My vehicle will soon be in repo status and I’m sure I’ll have no solutions then . Except maybe having to pay more money. No one is calling me back to help resolve this issue.
Their is only one manager the agents keep telling me I can talk to but that one manager doesn’t want to talk to me I guess
I’m just looking to get SOME late charges removed so I can pay the rest of the balance in full.
I paid off nearly my whole loan . It expired in July 2023 and for some late charges, they are refusing to settle this out making my account severely passed dueBusiness Response
Date: 08/27/2024
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: 08/29/2024
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.
Regards,
******* ******Initial Complaint
Date:08/08/2024
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 feel I was unfairly judged by M&T Bank. I deposited a check I received from a man named ****** ****** and a client of his through an email for an art project they were doing. I genuinely thought the check was real. They even took the time to make sure it was authentic. When I deposited it, the bank examined it and found the check was fraudulent. I was disappointed upon learning of this. It was a mistake on my part for depositing the check in the first place. I’m a new customer to M&T Bank who recently opened an account on July which was last month. Unfortunately, the bank ended up closing that account because of that check they returned to me. This was the first time something like this happened to me and I felt it was a minor issue that didn’t require the closing of my account. If possible, I would want to request the reopening of my bank account and be let off with a warning.Business Response
Date: 08/21/2024
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: 08/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and decided to acknowledge it.
Regards,
***** **************Initial Complaint
Date:08/08/2024
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 ATM located at M&T bank 644 Bailey Ave Buffalo, New York 14206. The ATM number is 1636. The money was deducted from my account but the ATM did not dispurse the money I was attempting to withdraw and the ATM displayed that it was out of service after several minutes. I have had no luck contacting several phone numbers and speaking to several people to have the issue corrected.Business Response
Date: 08/14/2024
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:08/08/2024
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.
On July 29th I wrote that I wanted the mortgage paid off. The bank is holding $202000 from an insurance claim. The mortgage is about $115,000. On Aug 1, 2024, I received an email stating everything was taken care of. I found it a little suspicious that they told me to contact the insurance department. I spoke with someone on Aug 2nd who said yes we're sending you the overage.
The payoff is 115K. They NEVER put in any payoff request. They still have it has not paid off. They addressed the check improperly so they put a stop payment . They tell me it will take another 13 days to receive the money. My builder is ready to quit because I haven't given him any money. They will charge me more when the payoff figure should be as of July 31st. They want to keep on charging interest so they get more money. This bank is the worstBusiness Response
Date: 08/20/2024
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Business Response
Date: 09/03/2024
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 09/04/2024
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,
****** *******Business Response
Date: 09/10/2024
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: 09/16/2024
This screen shot was taken from M&T Bank's Loss Draft website to illustrate how the claim checks are determined. Because I initially received well over 1/3 of the insurance but made out to the incorrect payee shows that M&T was aware before 8/7 as they claim that I was not rebuildingBusiness Response
Date: 10/01/2024
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: 10/03/2024
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:08/07/2024
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.
On 7/8/2024 I went inside to make a counter withdrawal of $280, as the ATM was down that day. I never go inside for withdrawals, but this day I had no choice.
On 08/02/2024, there was a withdrawal of $320.00. Claiming as a “correction of a bank error”
Trying to get a hold of M&T for answers in itself is a joke.
Originally was told it was an electronic withdrawal from a branch location that I have NEVER been to in the first place.
Couple days later, I called trying to get more information on it.
Turns out it actually happened at the bank I go to regularly for ATM withdrawals(usually).
M&T bank is claiming, that the day I went inside for a counter withdrawal, I was given $600, and not $280.
I think I would know if I was given $600 and not $280. The $280 I took out, was to get my car fixed, so that’s all I needed for a withdrawal. $280 and $600; That is a huge difference. I would have noticed.
So they took out $320 from my bank account, since they claim I was given $600 that day. Which I was not. Mind you, they did this without even notifying me of any type of errors with my account, no mail piece, no calls.
So as I am writing this, I am now dealing with late bills; being charged because bills are late on being paid.
And of course, this also prevented me from going shopping for food.
So no food this week or next week, because I get paid bi-weekly from my school district I work at.
Can’t pay my bills, being charged late fees because I can’t pay my bills, and can’t buy food, risk of getting water shut off, electricity shut off, all because they decided they gave the money to me.
I ask for proof, and they refuse to show me, or tell me.
Just the “well our back office has everything submitted and said it was you”
And this guy Eric, he told me “Well currently it is our word against yours”
So, M&T bank, has stole $320 from my account,
This is completely ridiculous.Business Response
Date: 08/19/2024
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:08/06/2024
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.
We purchased a recreational vehicle that is being financed by M & T Bank out of Baltimore, Maryland. I called today to inquire about the interest charges regarding the loan. When I first called, the first person that answered did her best to explain about the interest charges but she didn't have any idea as to how it was figured out. She then transferred me to her supervisor, Ms. R****l who had no idea how to figure it out manually. She used a calculator then she read off her notes to try to explain how the interest is being calculated. I then asked her what the daily rate was per month and she wasn't able to explain it to me. We spoke at length but in the end she transferred me to her immediate supervisor, Ms. I***, who also was not able to provide me with a simple explanation. In speaking to all these different people, I wasn't able to get someone to look at the account and explain why each month the interest varied so much, if the due date is for example due on the 19th of each month. I am still waiting for a phone call from someone from the bank to further clarify my questions. What I am noticing is that if you are trying to get ahead on a loan payment, it makes no sense for you to pay it early because in the end the bank is charging a daily interest rate amount and if you make your payment early and the next month you don't then you end up paying more interest on the loan and very little is applied to the principal amount. Then why have a due date at all. I did mention this to the bank manager and she stated that it was not the case. We have had several loans with other banks regarding a rv or a boat and had never experienced this before. After having found this out, it seems that this bank is not upfront about their procedures regarding interest calculations and I don't know what other deceptive practices they are doing at the customer's expense.Business Response
Date: 08/23/2024
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: 08/31/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. It is not clear in their response as to what happens when you send additional funds. In one paragraph, it states that to have additional funds applied to the principal that it be submitted when the payment is made. But when you read the second paragraph, it states that if you pay more then those excess funds will be applied to your next payment due and will advance the due date. So which is it? For example, If I give my regular payment next month of 700 dollars and add an additional 200 dollars will those 200 dollars be applied to the principal or it doesn't work like that at all? So which is it? I am attaching a copy of the letter where I read this information.
Regards,
******* *********
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:07/30/2024
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 closed my account with M&T Bank and they were supposed to mail me the final check 0f 8,337.44.
I recieved several letters and the last letter was on July 8, 2024 stating that I did not cash the check (which i never received) and that I needed to call them for them to reissue.
I have called them every time back to get this resolved (usually an hour on the call) and they say they are resending the check.. but they never send. Each time I call them, they say they do not have any notes from my previous request. I have just wrapped up a call with them and they stated that they wont get me to a supervisor to help OR connect me to a supervisor. This is the 5th time I have spoke to them in past 6 months.
This time they are saying that they do not see this account - even though it is right on their letterhead.
While $8,000 may not be a lot of money to most... it is definitely a lot to me.Business Response
Date: 08/15/2024
M&T
Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.