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
- 730 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:05/22/2025
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.
March 21,25,31. Father in law pronounced dead 12:05, at 12:06 ATM card used to withdraw money and 2 more transactions. Going from over $2700 to near $25. We were not allowed to close account after his passing so that checks could be cleared instead someone used an ATM to drain it. 2 months later we can’t even get the $25 dollars but you allowed $2700 to be taken with no problem. My wife was to be POD not the ATM card. We were in town for short time to bury him and were told by police we were going to most likely file with 3 different agencies since we live 1600 miles away we needed to get back home
Business Response
Date: 05/30/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:05/21/2025
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.
One star is too high of a rating. We purchased an rv at a big name dealer and they begged us to finance. So we did. When we went to pay it off they gave us a payoff amount and we sent the money. After a week - the funds never left our bank so I called to see why and was told they were returned NSF. Absolutely not the truth. The account had over $10k more than the payoff amount in the account. Complete lie. The online account was closed so I had to get it reopened - 3 phone conversations later the payoff amount was higher - of course - but it was sent again. I requested an email with confirmation of receipt and was told they don’t email. I spoke to a supervisor who said she would email me. It’s been 2 days and the funds still have not been taken from our account. The online account is once again closed and here we go again. These are predatory and deliberate tactics to bleed more interest out of us. I will be reporting this to the FTC and the attorney general for an injunction against this bank. UNDER NO CIRCUMSTANCES SHOULD ANYONE DO BUSINESS WITH THESE CROOKS.Business Response
Date: 06/04/2025
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: 06/04/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
After many attempts to get this resolved we were left with more lies and misinformation. The young man we spoke to most recently even lied and said he faxed us the payoff letter which is absolutely false. We haven’t had a fax machine in 25 years. When I asked what number he sent it to he gave me a ************** which is a Spam alert number according to public data. If our personal information was sent to a third party that’s also breach of contract. we provided screen shots of our bank balance every day for the week the payment was supposedly presented to the bank. No indication of the transactions ever happened. They lied to squeeze more interest out of us disgraceful.
Regards,
****** ******Initial Complaint
Date:05/21/2025
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.
My mortgage was transferred from ******** **** to M&T. I have made an insurance claim and was issued a check that must be endorsed by mortgage lender and myself. I've attempted to contact this lender without result. There is no phone number that brings me to a live person. All options chosen do not address my issue. There are no local branches. The only address is a p.o. box. This check requires a delivered signature that cannot be given at a p.o. box. A welcome email was sent with no account number or code. When I try to register with portal it does not recognize my SSN. The reviews on this bank are horrible. Are they legitimateBusiness Response
Date: 06/03/2025
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: 06/03/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have been in contact with this company since I filed the complaint. It was accomplished with the aid of my contractor. I appreciate your help with this matter.
Regards,
******* *******Initial Complaint
Date:05/15/2025
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.
I closed my business account because of unnecessary and unreasonable fees. The bank wrote me checks made out to the business and then refused to cash the checks because they said business checks cannot be cashed. I want them to allow me to cash the checks on behalf of my business.Business Response
Date: 05/27/2025
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:05/14/2025
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.
We have made multiple attempts to rectify a billing issue with this institution, and they have not assisted. This issue recently surfaced in December 2023 where they were claiming that they had not received payment. We have had an account with them since July 2021 and have been making payments directly from our banking institution without any issues until December 2023. We've spoken to 10 different employees from M&T without any resolution. Furthermore, when we request to speak to a supervisor they are unable to assist either. I cannot get hold of anyone from corporate to fix this issue and my husband is a 100% total disabled vet who was diagnosed with cancer and this undue stress is the last thing we need. The funds are pulled from our account and sent directly from our bank to the address that M&T provided us. I need assistance as they have ruined my husband's credit and they are threatening repossession of the asset that we've been paying towards for 4 years.Business Response
Date: 05/29/2025
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: 06/04/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
The correspondence from M&T is missing the details of the chain of events leading to their mailing of the account summary. Please request all notes and recordings from our interactions, as they opening admitted "ON RECORD" that their systems do not communicate and there were major faults in their customer service procedures. Their lack of response and investigation led to their negative credit reporting, thus this does not align with the Fair Credit Reporting Act. I would prefer to speak to a BBB representative to further discuss options. What I am attempting to resolve here is M&T's assistance in rectifying the misrepresentation on my husband's credit report given their multiple delays in investigating the reason the payments were not being applied to our account. I provided them proof that payment was sent from our bank (**** ******* ****** *****) that proved we were sending payment as we have been since the loan's inception. I appreciate your assistance as M&T is by far the worst financial institution that we've done business with in over 30 years of banking.
Regards,
********* *******Initial Complaint
Date:05/12/2025
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 received a letter dated 1/23/2025 from M&T Bank informing me that effective 2/4/25 my mortgage loan would be transferring over from ******** **** to M&T bank. This welcome letter also included a payment coupon for me to use to send my first payment to M&T Bank. I mailed my payment in the amount of 4209.13 using the payment coupon to M&T Bank. A few days after receiving the initial letter from M&T bank, I received a correction letter from ******** that informed me that my loan would be transferring to Mr ****** not M&T bank. The check I mailed to M&T bank had already been cashed and cleared. I reached out to M&T bank and I provided a copy of the welcome letter I received from them and a copy of the check that had been endorsed by M&T bank. It's been over two months and I still have not been reimbursed. I am seeking full reimbursement of my payment from M&T bank.Business Response
Date: 05/19/2025
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:05/12/2025
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 4/11/2025 I sold my home. The mortgage was held by M&T Bank. They received the checks to pay off the mortgage and HELOC on 4/18/2025. They lost the checks for that so the title company sent them a wire transfer to pay off the accounts. They reversed the payment for the HELOC and are now reporting nonpayment to the credit reporting agencies and I am no longer eligible to purchase another home. I am due to move June 3rd and have nowhere to go with my minor child.Business Response
Date: 05/27/2025
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:05/10/2025
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 am writing to file a formal complaint against M&T Bank regarding a frustrating and unprofessional experience I had while attempting to finalize a personal loan at their branch located at **** ********** ***** ********** ** *****.
I was approved for a $50,000 personal loan through M&T Bank. The sales representative who assisted me over the phone, Arlena, informed me that I needed to visit a branch in person to complete the paperwork and close the loan. She also stated that if I upgraded my checking account, I would receive a lower interest rate. Accordingly, I scheduled an appointment at the Annapolis branch for this purpose.
Upon my arrival at the branch, I met with an employee named Alexander **********. I provided my driver’s license and explained I was there to sign the paperwork for my approved personal loan. To my surprise, Mr. ********** stated that he had no knowledge of any personal loan and that the only information he had on file was a note regarding a checking account upgrade. Despite my explanation and confirmation that I had already submitted all required documentation to M&T, Mr. ********** continued to ask irrelevant questions such as whether I was using the loan to pay off another debt, and who the funds would go to. I reiterated that everything had already been submitted
It appeared Mr. ********** was uninterested in assisting me—he was inattentive, seemed sleepy, and showed no willingness to help locate my loan information. Frustrated by the lack of assistance,
I was informed that underwriting does not occur on Saturdays, which means my interest rate could not be adjusted as originally promised. This was yet another miscommunication on the bank’s part, as Arlena should have known and communicated this critical detail.
In summary, this experience has been extremely disappointing and time-consuming. It was marked by poor internal communication, misinformation, and a lack of professionalism on the part of M&T Bank staff.Business Response
Date: 05/22/2025
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: 05/22/2025
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 am writing in response to your recent letter regarding my visit to your Annapolis, Maryland branch. I appreciate your acknowledgment of my initial complaint; however, I must firmly clarify the facts of my visit and express my dissatisfaction with the handling of both my transaction and the customer service I received. I visited the Annapolis branch specifically to settle a new personal loan. At no point during my visit did I request or express interest in upgrading my account. The suggestion in your letter that my visit was for an account upgrade is completely inaccurate and misrepresents the purpose of my interaction with your staff. Moreover, the customer service I encountered was substandard and unprofessional. I was not treated with the respect or courtesy I expect from a financial institution that claims to value its customers. My questions were not answered clearly, and my concerns were dismissed rather than addressed. I am requesting that you accurately update your records to reflect the true purpose of my visit, which was to settle a new personal loan, and I ask for a formal apology for the misinformation and the poor customer service I received. Please also advise on any corrective steps M&T Bank is taking to ensure this kind of situation does not happen again, either to myself or other customers. I appreciate your attention to this matter and expect a prompt and professional response.
Regards,
*** ******Initial Complaint
Date:05/07/2025
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.
In February 2025, my FHA loan was being serviced by a different bank and being transferred to MTB. During this time, I received notice that my mortgage increased by $100. I called the bank and started a loss mitigation process. The information I received showed that the mortgage had a zero balance for March and April with the next payment being 5/1/2025. I have been told that I know when the mortgage is due and that I’m to pay regardless of what it says online. How can I be responsible for late payments and delinquency on my credit report based on information the bank gave me.Business Response
Date: 05/22/2025
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: 05/22/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
There were no notices in the portal nor any notices mailed to me to indicate that payments were due on 3/1 or 4/1. If so, please provide copies of these mailed documents.
Regards,
**** *******Initial Complaint
Date:05/07/2025
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 bank has incorrectly reported late payments to the credit bureaus on my mortgage account. When I called customer service to rectify this, I was advised I have to dispute the inaccurate info with the credit bureaus. Customer service advised they would email me my payment history and never did. The inaccurate reporting is affecting my total well being. I would appreciate if the bank could update my payment history correctly.Business Response
Date: 05/15/2025
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: 05/30/2025
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've reviewed my bank statement and payments made to M&T for entire year of 2024 which is in question. I could not attach because the file is too large but I am able to provide. Best Regards,
******** ****Customer Answer
Date: 06/03/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
find a printout from my bank that shows I've made all of 2024 mortgage payments on time attached with this message. I did not miss a payment, I've always paid in full, and on time every month. Please correct your credit reporting asap.
Regards,
******** ****Business Response
Date: 06/06/2025
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: 06/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. After reviewing the documentation, I realize the delays were due to an oversight on my part during a period when I was juggling mental health issues and missed the payment deadlines unintentionally. I accept full responsibility for the lapse and have since taken steps to ensure all future payments are made on time. As a loyal customer, I would be sincerely grateful if M&T would consider a one-time courtesy goodwill removal of the delinquencies from my credit report. This adjustment would support my efforts to maintain financial stability and continue a positive relationship with M&T Bank. Regards,
******** ****
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