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:06/06/2023

  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.

  Our mortgage was purchased by M&T Bank from United Wholesale Mortgage in November of 2022.
  
  In the year + that our mortgage was serviced by United, we paid the agreed to principle,interest, and escrow each month with no issues.
  
  Upon M&T taking over servicing of our accout, we recieved a notice on May 10, 2023 informing us that we were $21,000 behind on our escrow balance. We later learned when reviewing the escrow analysis that the bank had mistakenly placed (3) different charges of $6,700 on our account and simply labeled them 'Tax Payments'. These payments far exceed our balance of $16,000 annually owed to our County Tax Recorder.
  
  We have been in touch with representatives at M&T more than (9) times in the past month. In each conversation, we are told that the issue will be rectified 'immediately' or by a given date. Each of these deadlines have been missed. We have followed up via phone contnuously and asked to be forwarded to supervisors. We are repeatedly told that supervisors are not available, that we will receive texts, emails, or follow up phone calls within 24-48 hours. On not a single occasion have we received a single follow up communication from any representative from M&T in the past month.
  
  We have contacted our local Tax Recorders office directly to confirm our tax payment amount and that all payments have been made. They have confirmed we are up to date on all payments.
  
  The bank continues to claim we owe this outstanding balance with no further explanation or communication.

  

  Business Response

  Date: 06/12/2023

  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: 06/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. In the letter dated 6/12/23, Theressa ******* outlines several details related to the complaint that she claims have been addressed. Along with these details, she also claims that a revised escrow analysis has been completed and mailed to our home address along with being viewable in our online account. As of 6/18/23, no updated escrow analysis has been received via mail nor online. As the initial escrow analysis conducted by M&T included such glaring errors that would have cost us tens of thousands of dollars had we note done our own due diligence, we cannot take a representative of the bank at their word that this has been properly addressed until we are able to view some evidence.  A call was placed to Theresa at the phone number offered on the letter on 6/13. She did not pick up the phone call or respond to the detailed voicemail. We placed another call to the bank on 6/15 where we were once again told a representative would be in touch. This has not taken place.  As it stands, nothing has changed since this matter was initially brought to the attention of the BBB save for a letter written on M&T Bank copy to save for their own records in case this matter is to persist.  Regards,  **** *****

  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/29/2023

  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: 07/02/2023

  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:06/06/2023

  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.

  I called in for my sons mortgage account. He talked to man and gave him authorization to speak to me. I was then transferred 2 more times and the 3rd person I spoke with told me they needed my sons authorization bc 1st guy didn’t document account. My son was on his lunch break so needless to say the 3rd girl wouldn’t help me and had somewhat of a attitude when I asked “general question” I was on call for 25 minutes and did not get my answers resolved. So frustrated!

  

  Business Response

  Date: 06/08/2023

  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:06/01/2023

  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.

  I spoke with Ilene 5/31//2023 and i asked her for the principal balance only. She told me the outstanding balance is $39,720.21. I asked her if that included interest and she said yes. I asked Ilene several times for the principal balance only and she gave me the total payoff then she said she can't give me a correct payoff because the state of Georgia asked for other fees t go towards a payoff. She refuse to give me a principal balance only. She said she didn't understand the question. I then asked her why Claudette return my call and she said that she was in a meeting. I also spoke with a representative about my escrow. I was told I need to pay $600 by mid May so my mortgage payment would go from $900 to $862 and that once the escrow payment was made before the cutoff, someone would go into my account and make the necessary adjustment and I will be notified and nothing has been done. I was also told by Brian of the management team that my account doesn't have a billing date and cycle date

  

  Business Response

  Date: 06/13/2023

  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:05/30/2023

  Type:Order 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.

  M&T Bank switched my credit card over from United Bank to M&T, but they reported this to the credit bureau as my account being closed and my credit limit dropping to zero. This has caused severe damage to my FICO score.

  

  Business Response

  Date: 06/12/2023

  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: 06/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. M&T Bank reported my account as being closed as part of their transition from People’s United Bank to M&T Bank. This has the adverse effect of damaging my credit score. While they have offered to look into this, they cannot guarantee anything can be done about the damage to my credit score, which is unacceptable.  Regards,  ******* *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/28/2023

  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.

  I am writing to report a violation of 12 CFR Part 1005 (Regulation E) committed by M&T Bank. On 4/27/2023, I received notification that M&T denied a claim regarding a disputed transaction. Later that day, I called their customer service number and requested documentation upon which the Bank relied to conduct its investigation. As of today, 5/28/2023, I still have not received these documents. I called the customer service number again on 5/4/2023, 5/10/2023, 5/17/2023, and 5/23/2023 regarding this issue and was told the issue would be looked into. On 5/26/2023, having still not received the documents, I spoke with a customer representative named Miguel (assumed spelling). Miguel stated repeatedly, on an allegedly recorded phone call, that M&T Bank will not provide this documentation. This failure to provide such information violates 12 CFR 1005.11(c)(4)(i), which states: “The institution’s report of the results of its investigation shall include a written explanation of the institution’s findings and shall note the consumer’s right to request the documents that the institution relied on in making its determination. Upon request, the institution shall promptly provide copies of the documents.” Although M&T Bank noted my right to request these documents in the letter in which it declined my claim, the Bank violated this right by failing to provide them (and did so intentionally according to the representative named Miguel). Even if M&T Bank had made an effort to provide this information, the Bank failed to uphold its legal obligation to do so “promptly” given that it was initially requested on 4/27/2023 and has not been received at the time of writing, on 5/28/2023. The only explanation given for this delay was provided by Miguel, who insinuated that M&T had no intention of sending these documents. This explanation is not a valid reason given that it directly contradicts 12 CFR 1005.11(c)(4)(i). I am requesting that M&T reimburse the disputed amount, $750.00 USD.

  

  Business Response

  Date: 06/07/2023

  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: 06/08/2023

  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not address the reason for the complaint. M&T Bank’s response does not address the fact that the Bank initially
  refused to provide documentation upon which its investigation was conducted,
  as required by Regulation E. In fact, the response further corroborates the Customer
  Service Representative’s claim that the Bank had no intention of providing the
  required documentation before being contacted by the CFPB and BBB.  The response includes a timeline of actions taken by M&T
  Bank. This timeline does not mention any efforts to provide the required
  documentation before the Bank received my complaint from the CFPB and BBB. I first
  requested the documentation over the phone on April 27th, in an
  allegedly recorded conversation with their Telephone Contact Center. On May 26th,
  another Customer Service Representative repeatedly claimed that M&T Bank
  had no intention of sending these documents in another allegedly recorded phone
  conversation. The requested documentation was only provided in the company’s
  response to this complaint, over a month after the documentation had been requested. The Bank failed to
  comply with the Electronic Fund Transfer Act and its implementing Regulation E
  by requiring me to contact outside agencies to receive the documentation. No
  compensation was offered for the Bank’s mistake. As reported on May 23rd of this year, the CFPB
  has filed an order against Citizens Bank for similar violations of the related
  Regulation Z. These violations included, among other things, “failing to
  provide required documents.” This order, if entered by the court, will require
  Citizens Bank to pay a civil penalty amounting to $9 million dollars. Therefore,
  the reimbursement I seek is far less costly than penalties
  that M&T Bank may face for its analogous violation of Regulation E. Regards,  ******* *******
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/26/2023

  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.

  I received a credit card offer from M&T Bank in the April/May 2023 time frame. The offer cited %0 interest for 12 months and $0 balance transfer fees for for first 60 days from the account opening date. I applied for the card in early May 2023 and was approved. I requested balance transfers at the time of application. When the balance transfers were processed, corresponding balance transfer fees were applied to my account. The M&T representatives I spoke to stated that the credit card department said the offer was only guaranteed through February 1, 2023 and that they would not waive the 4% balance transfer fees. They also said that the credit card department was a "back office" department and would not speak to me directly about this issue. I see this as a classic bait-and-switch move by M&T. If there was a deadline for the offer, it should have been clearly stated on the offer letter (attached). Furthermore, the balance transfers were processed before I received the physical credit card and associated documentation in the mail so I had no opportunity to refuse the offer, which I only accepted because of the zero fees claim.

  

  Business Response

  Date: 06/08/2023

  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:05/26/2023

  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.

  Last year I sold my house and loaned some money to a friend. My friend sent me a check which I deposited via Mobile deposit since I am currently out of NYS. The check was deposited on Tuesday May 5/23/23.
  
  I tried to log into my account later that day and got a pop-up message directing me to call customer service. I called and was transferred to the fraud department and spoke with Ben who was very rude and refused to provide me with any information and kept telling me that he did no have a time frame and I just have to wait until the investigation was complete it. I asked for a supervisor and Ben stated there was none available and that he would send an email to a supervisor and I was going to be contacted by someone within 72 hrs. This was on May 23rd at 12:03pm. No one called.
  
  I called again on the 24th at 7:59pm pacific time and spoke with Tory who was very professional and told me that the fraud department was investigating the check that was issued by Citizens bank and they were waiting to see if Citizens would honored the check. So I asked her to send a message that I am out state and depend on my account to cover my expenses as well as getting my diabetic supplies and need access to my account. She said she did. Still no response from M&T Fraud Department.
  
  I called today again and spoke with Jess who was very rude and told me that the account was overdrafted by $1, 217.89. I asked her why was the account overdrafted when I received a $100. Deposit yesterday. She just kept saying there was no information she could give me and that she has no answers for me. This was today May 26th at 9:53Am Pacific time.
  
  I am very frustrated and inconvenienced since I have bills to pay and meds to get. I am reaching out to you to see if you can please intervene so that I can have access to my account and my paycheck that will be deposited on June 2nd and I need to pay my rent as well.
  
  Thank you for your assistance. ******** ***** *****

  Customer Answer

  Date: 06/06/2023

  Regarding complaint Id: ********. Please close the above complaint. M & T Bank reached out to me and will close my checking account and send me the remaining funds. Thank you for your assistance in this matter Sincerely, ******** *****

• Initial Complaint

  Date:05/24/2023

  Type:Order 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 am filing this complaint about m&t bank in buffalo New York they don’t know how to do their job we applied for an Fha loan through them and they gave us a run around .They said we we’re approved and everything and they come back now with in a few days from closing on a house and tell us they can’t approve us that is bs they are a bank bank

  

  Business Response

  Date: 06/07/2023

  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:05/18/2023

  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.

  M&T Claim #******** acct ****. M&T took funds out of my account by a loan company who fraudulantly took my debit card in effort to place new loan. She then advised me of a loan already paid for and denied me a new loan. Then she debited my account for the loan. I made a complaint to M&T Bank and they credited the $168.48 & $ 311.78. The amounts (sic) were not approved by me at any time. The bank took the money again and again, refused to send me proof.... complaint form cut off. *** AND ****** LOAN ***** $148.48 *** AND ****** LOAN ***** $311.78

  

  Business Response

  Date: 05/24/2023

  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:05/18/2023

  Type:Billing 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.

  Ok so i was paid 1814.00 for storage fee and deposit the check in my account the check bounced i went a day before to close the account the employee said come in the morning and collect the 16.17 cents when originally i had 66$ in my account and because i had to wait for the next day cause the employee said im closing in 1 hour i had got hit with a check return fee and they took 50$ out my account before i can close it i dont think thats fair at all

  

  Business Response

  Date: 05/24/2023

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