Complaints

This profile includes complaints for M&T Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  M&T Bank

  One M & T Plaza Buffalo, NY 14203-2301

  
• 

  M&T Bank

  409 E 25th St Altoona, PA 16601

• 

  M&T Bank

  811 17th St Altoona, PA 16602-2359

• 

  M&T Bank

  6375 Mill St. Rhinebeck, NY 12572

• 

  M&T Bank

  1200 Westlake Ave N Ste 508 Seattle, WA 98109-3528

The 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:07/21/2023

  Type:Service or Repair Issues
  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.

  This issue involves the set up of the Bank to Bank Transfer option advertised on the M&T Bank website.
  
  In the course of trying to set up another bank via my M&T Online banking, I have spoken to multiple M&T Bank employees via phone and in the branch, i've been hung up on multiple times, transferred to supervisor or other reps cold and not a warm transfer, i've been passed between customer service and the branch, the branch and customer service and bounced all around. The last person the supervisor Ceclia I spoke with (whom I was transferred to cold) was unwilling to do research as to past issues. The branch rep stated to me 'our website is glitchy' sometimes 'i don't know what to tell you'. These are just a snapshot of the issues related to service I've had with M&T and i've yet to find one person who is willing or able to take ownership of my issue, assure me they will see it through and help resolve it. I will be glad to take my money elsewhere if this is the level of service M&T offers when I have an issue.
  
  I have been trying for 6 weeks to set up an external account for bank to bank transfers (again as advertised). It is getting hung up somewhere and won't send me confirmation codes. The other bank, who kindly spent 3 hours on the phone with me with their IT rep helped me to the extent they could and finally said, this is an M&T Issue as it's their website, we can't help you any more.
  So back to M&T to try and fix the problem.
  
  Either, figure out what is wrong with your website as the rep stated 'it's glitchy' and has been for some time per her. Or find a solution or work around to meet the needs of one of your customers and set up this external bank to bank transfer manually. It can be done, that is if someone is willing to take ownership of a problem for one of M&T's customers.

  

  Business Response

  Date: 08/03/2023

  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: 08/09/2023

  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: 08/18/2023

  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: 08/18/2023

  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 appreciate the letter and response. I also appreciate the few associates whom I've spoken with, in many cases more than one time a day for the past few weeks. They seem to also express the same frustration that I have experienced.  At last update/conversation with an M&T rep, on 8/17/2023 my conversation with another representative, she had me attempt to test the same thing to which I have tested countless times over the past appx. three months. That test also did not work. I expressed to her to provide a message/update to Cindy or Melanie, two reps who advised they would handle my case due to the many issues and misunderstanding others have had in reading the case notes. I asked to advise that each day, sometimes two times a day I'm contacted to test something with regards to the B2B function. Each time the test is the same steps, and does not work. I've asked what has changed or what has the vendor done new that would lead us to believe this would work and was not provided an answer. Yesterday, I asked to have a joint call with the vendor and an M&T rep to try and resolve this as no other attempt has worked previously. It's my understanding, the M&T online banking team is getting their directives to test from the vendor **, which is causing unnecessary duplication in efforts in testing and no clear direction on what has been changed. I was advised that an internal only team handles that, however given the time and countless hours spent on this, it seems logical that would be a next best step.  For some context and contrast, I use another financial institution, other than M&T and the one we're trying to get added for B2B transfers. I contacted this other institution on 8/15 and asked if something like this is an option. In less than 3 hours, I was able to log in, complete a form, provide proof of who I am and they had set up the external account to transfer to and from. M&T is a much larger institution, with countless more resources, systems, features, products, employees etc. so I find it quite shocking that an institution much, much smaller than M&T could get this done in under 3 hours. This does not build more faith in M&T, with whom I've considered a great bank and have built a solid relationship with.  Again, the issue is not yet resolved. I would think  to consider a complaint such as this closed, you would need to have some type of quantifiable and documented resolution. As of this date 8/18, there has been no resolution.  Lastly, I again suggest a joint call with the person or persons with the vendor or the internal team responsible for this product which M&T advertises, to help resolve this issue. Until the issue is resolved and the function advertised by M&T is enabled and working successfully on my account, I kindly ask to keep this complaint open, as this is the only driver keeping any forward motion to resolve this issue.    
  Regards,
  
  Virginia Sheflin

  

  Business Response

  Date: 08/30/2023

  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: 09/11/2023

  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 our joint call on 8/30/2023 with the vendor, M&T and myself, I anticipated hearing some type of update with regards to the next step in this process. I was out of town over Labor Day, however have returned and would like to understand what the next step in this process is.  Thank you.  

  

  Business Response

  Date: 09/25/2023

  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: 09/29/2023

   
  I have reviewed the response made by the business in reference to complaint ID ********, and we are still working on resolving the issue. The issue is ongoing and M&T has been in contact and helping. 
  Regards, 
  
  ******** *******

• Initial Complaint

  Date:07/21/2023

  Type:Customer Service Issues
  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 5-21-2023 I tried doing a $300.00 cash deposit in their ATM in **** ******* **** ****** *** *****. The first attempt the ATM rejected my deposit at 1:40PM, as my cash was not neatly placed. I did a second attempt around the same time 1:40PM, but the ATM shut down taking my ATM card and my $300.00 cash deposit. After 15-20 minutes I went home and called the customer service.
  I asked to please look at the camera footage as they have 2 cameras, one from the ATM and another in top of their building. After close to 2 months, I got a generic letter stating, "Your pin is working".
  They never addressed my missing deposit. I contacted the manager at the ***** location and was told that they have been having software issues, bugs, and problems with other customers deposits not showing. Their branch manager sent me screen shots of the 2 attempts with one having POWERFAILURE but never returned my cash deposit or showed as rejected as the first attempt to deposit my cash.
  They claim to have waisted all resources but never addressed the camera footage. Their branch manager told me to have an Attorney reach out and file a complaint to see camera footage. I wanted an audit of their machine because they are having software bug issues, the one in front of the building and the drive-through machine and problems with customers deposit on both machines and for them to look at the camera footage. I feel helpless and I am now out of $300.00 cash.

  

  Business Response

  Date: 08/02/2023

  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:07/20/2023

  Type:Customer Service Issues
  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 recently switched over to this banking and the last week has been a NIGHTMARE.
  My home insurance hasn’t received escrow payment and are threatening to cancel my policy because of non-payment if it isn’t received in 6 days. This set off a domino effect that has me pulling my hair out.
  I tried to log in to see what was going on and it said my password was incorrect. The only other time I’ve logged in was to create my account a couple of weeks ago, and I used the same password. There’s no way it was wrong.
  I call to figure THAT out and the amount of security information required was excessive to say the least. I don’t know my account number because I can’t log in! I was forwarded through 3 different departments and finally thought I was cleared. I go to log in using the password reset link emailed to me and was told I was locked out because of an incorrect password!!!!!!
  I called AGAIN and was asked AGAIN for 6 different security verifications to prove I was who I said I am, I was told I got my mortgage payment amount incorrect???? And she almost wouldn’t help me! Like you have to be joking! She then informs me I was flagged and locked out because I’m in Texas and they don’t have branches in Texas?? That’s not my problem y’all took my account over????
  I then was transferred to the insurance department to get the non-payment figured out (the original issue) and there is no option to talk to a person. I tried for 15 minutes. This has got to be a joke. I’m infuriated. I have never had this much contact or issue with a lender before. We will not be staying with this bank long if I can do anything about it. Unbelievable.

  

  Business Response

  Date: 07/26/2023

  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: 07/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was contacted by phone and it seems the issue has been resolved because I was able to post here on this website. I'm hoping I don't have to encounter this again, but for the time being it seems to be resolved. I appreciate your assistance! 
  Regards, 
  ******* ****
   

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  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 sent myself $161.27 & $2338 $2500 & then $162.54 through *****. This ***** payment came from my other bank account ******* **** . After my account was funded everything was fine . I continued to use the account as normal . Everything was fine. Today on july 18th 2023 , I tried to withdraw about $10 at the atm . It got declined due to suspected fraud , the next thing I know my online profile is disabled & i can’t use my card. I was told my account is being closed & a check would be sent out in about 14 days - to a month . Let’s keep in mind I’m actively using my account ,I’m putting in money &’I’m making transactions . I haven’t done anything suspicious or anything to get my account closed suddenly . I have bills due tomorrow on 07/19/2023, so I asked the banker from customer service what can I do to get my money , my balance was about $5004 & some change. She told me to visit the branch as they may let me access some or all of my funds . Fast foward I call the M&T branch located in 2460 grand concourse Bronx NY . I was told that my funds is what triggered the system or the review . I was also told that they are investigating my funds & this can take 1-3 months. I was able to make transactions . I have my consumer rights & im pretty sure banks holding funds after account closure isn’t lawful unless I have some type of judgment against me . This process can take from 1-3 months . I’m not waiting 1-3 months for MY MONEY . Before hanging up the phone she told me there was some additional notes & I should call her by Monday 12 pm EST , to see if I can get quicker access to my funds . M&T has no right to deny me access to my funds after account closure. I have bills to pay & mouths to feed. I don’t even want to wait a week for my money . This is not fair . If it’s such suspicion please send the funds where they came from immediately . All ***** payments are secure so if it was a suspicion with the ***** payments I’m pretty sure they would’ve never went through .

  

  Business Response

  Date: 07/28/2023

  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:07/12/2023

  Type:Sales and Advertising Issues
  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 applied for a credit card in April 2023 with a promo code of 0% APR Balance transfer for 12 months, along with no balance transfer fee. We provided to the bank 3 different accounts to transfer the balance on to the new line of credit. In early June we noticed one of the accounts was not included. We had contacted M & T to inquire about this issue and to our surpirse- they had indicated that the address was incorrect on the third account. The 2 other accounts had no issue. At this time we tried to re-do the bal xfer but they would not waive the fee. This is the 4th time contacting them today in which they have no answer to which the xfer didnt go thru. When asked why we werent notified- they stated a letter should have been sent out- but no letter was receieved, and they even stated no letter was sent out. At this time we have wasted countless hours trying to get this resolved with out resolution. Weve spoken with multiple supervisors- to which we continusouily would get transferred to another supervisor. We are simply asking to include the 3rd account which should have been originally included into the bal xfer without any fee, and at this time to extednt the promotional period from the 12mo due to the severe inconvenience. There are multiple grammatical errors in this, which I know about but am reluctant to waste more time on this issue and fix.
  
  Thank you

  

  Business Response

  Date: 07/24/2023

  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:07/11/2023

  Type:Service or Repair Issues
  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 recently retired from teaching. I received a lump sum for part of my retirement and I deposited the check into my m and t checking account. That was over a week ago. They have frozen my account not allowing me any access and will not respond when I try to get answers. I have been to multiple branches and get no help either. They only tell me it’s with fraud department and will not give me a number or allow me to speak with them. The retirement check was written from the state of Maryland from an m and t account. The check was deposited into an m and t account. It should not take this long. Anyone reaching out needs to be done via email if my phone number is not working. Since I can not pay my bills due to frozen account I am starting to have things shut off. The first being my cell phone!!!!!

  

  Business Response

  Date: 07/19/2023

  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:07/10/2023

  Type:Service or Repair Issues
  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 receiving account verification solicitations from this company. I never requested to become an M&T customer, nor do I want to. After repeated emails and mail solicitations, I called their 800 number, **************, which was listed on the flyer I received stating "if you didn't open an M&T checking account call". I did and they would not discontinue mailings unless I provided my SS number. If I am concerned that this may be a scam, why would I provide my SS number. I am filling this so any others that may be solicited without warrant, can be aware.

  

  Business Response

  Date: 07/25/2023

  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:07/10/2023

  Type:Product Issues
  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 June 10th 2023 a wire for the amount of $85,230 was sent to M&T Bank pay to off a boat loan in the amount of $69,000 and change depending on what the payoff amount interest a crewed that day was. Upon completion of the wire, I gave the bank a few days to receive the wire with their waiting period. On June 15th the account had been closed via online log in. Upon calling they informed me that only the exact amount was received to pay off the loan for the amount of $69,000 and some odd dollars depending on the interest. I informed them that in fact the wire amount was for $85,230 in which they argued with me as they could not see it in their system. The sender of the wire (buyer of the boat) did not know the payoff amount so there was no way it would have been paid off down to the exact penny. I called back multiple times over the next few days and was able to have a representative call the wire department and she was able to confirm that in fact $85,230 had been received on June 12th. She was able to see it and noted it in their system. She informed me that it takes 10-16 business days to cut the check for the overpayment. The date the check is to be cut would be June 29th or 30th. We are now at July 10th and no overpayment has been received. Upon calling the bank again today they are not able to see if the check has been cut. There systems don't communicate and the bank representative has no one to call. Only an email. Here we are a month after the wire has been sent and the bank is still unable to locate or give me a definite answer about where the money is at. My guess is that it is sitting in an escrow account a crewing interest for the bank and helping them loan out money to the tune of 20x the amount. At this point it is basically theft as they will have been able to loan about almost 6 million dollars off of the $15,000 they are holding that does not belong to them. Every time I speak to a representative they cannot give me an answer and say it will take 3-5 business days for the department "the back office" to be able to email them back with an answer.

  

  Business Response

  Date: 07/14/2023

  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: 07/18/2023

  Can the bank provide the wire transfer receipt? 
  
  
  
  Regards, 
  
  *********** ********

  

  Business Response

  Date: 07/20/2023

  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: 07/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   this matter has now taken a turn. M and T bank has recently initiated a wire transfer back to the sender **** ******* ****** in which they were not legally authorized to do as it was not their money to transfer. The money went back to Australia as that is where the sender is a citizen and in doing so the currency was change from USD to AUD. The sender (**** ******* ******) received the funds on 7/20/23. I am no wire analyst but that means the wire took 36 days to complete. Upon having the sender (**** ******* ******) send the funds to a personal bank account that was not M and T bank, there was another currency exchange that took place at a different rate than when the original transfer took place on 6/10/2023 took place as well as additional wire fees. The original overage amount that was originally sent was $15,555.50. At todays rate the funds are only worth $14,750 after the currency exchange and additional wire fees. A loss of $800.50 on my behalf. Had the Bank adhered to there process, which I was told “any overpayment would be mailed by check no later than 16 days after the wire was received”there would not have been any loss due to currency exchange. Not only did the send money that was not there’s to someone without permission, they held the money for 36 days incurring interest and having the ability to loan out $13,995,000 dollars off of my money per the legal lending USC title 12. I would like to receive compensation for at least the $800.50 loss. See wire transfer receipt attached sent by **** ******* ******.  
  
  Regards, 
  
  *********** ********

  

  Business Response

  Date: 08/04/2023

  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:07/09/2023

  Type:Service or Repair Issues
  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 literally had to drive down to a local M&T Branch in order to obtain my bank statements and copies of checks in order to do our taxes (they won’t provide online or after a phonecall request). These idiots still have not either mailed or sent these to us in weeks, and time is ticking. Truly the worst bank ever.

  

  Business Response

  Date: 07/19/2023

  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: 07/19/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This is an unacceptable response considering that my wife drove down to get our bank statements back in May 2023 so this saga has gone on for months, not days or weeks.
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  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.

  This company holds our mortgage lien. We set up an escrow just like any other mortgage company would and they have failed to pay our county taxes and our homeowners insurance through the escrow. We have had to reach out many times in order to figure out what was going on. When it came to the taxes, they did not file county taxes because they did not know about them or look into it causing us to have to pay a penalty for it being late. Then when they after us contacting them, and letting them know that they did not do that what they were supposed to, they then sent the payment to the wrong place, causing more of a delay and more of a penalty. Now we have received a letter from our homeowners insurance saying that they did not pay the premium out of the escrow and now it is canceled. Unfortunately, this is not something that we can just shop around and find a new mortgage company. They currently hold our lien and we are at the mercy of their incompetence . 

  

  Business Response

  Date: 08/01/2023

  M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.