Complaints
This profile includes complaints for M&T Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 731 total complaints in the last 3 years.
- 257 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/24/2023
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 March 2023, I received an IRS credit deposited directly into my M&T checking account. In April 2023, the entire amount was "collected" from the same account, listed as a "Reversal." With the "My Way" account, per the bank's guidelines: "If you do not have a sufficient available balance in your MyWay Banking account to cover a transaction, the transaction will be declined and returned unpaid." (See attachment) However, this transaction was allowed and left my account in the red by over $400.
I never received any notification from the IRS that this would be done and learned that it was not in fact an error on their end but on that of the bank.
When I attempted to file a dispute to get answers to my questions of how could this happen with this type of account, why was I not notified if the bank made a mistake and why have I not received anything in writing to speak to this situation, I was instead met with Sally who interrupted me as I spoke and who left me on hold for 20 minutes as I tried to file a dispute. She eventually connected me to a Barbara L******* who told me she could not in fact file a dispute. When I asked why, her answer was simple: "I already know what happened." If in fact there was a mistake on the IRS's end (which I already knew it was not), I simply wanted this in writing. I was denied time after time the opportunity to file a dispute and to be issued a formal write up of an investigation into the issue. To make matters even worse, these staff members never offered as much as an "I apologize." I instead was treated as if I had done something wrong.
Business Response
Date: 04/26/2023
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: 04/26/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. What appears to have happened is, while I was under the impression these monies were due to me by the IRS, the bank mistakenly sent me someone else's funds. While it is understandable that mistakes happen, I should not be treated as the cause of the mistake nor should I have my credit ruined as a result. I will agree to a payment plan where I can make smaller deposits until the account is brought back current and agree to close the account immediately once it is in good standing. I am also requesting a formal letter from the bank documenting that this was their error as well as a written apology for their mistake. Regards, ****** ******
Business Response
Date: 04/28/2023
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:04/24/2023
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.
On March 20th, 2023, I submitted two certified checks equalling $30,000 via certified mail to M&T Bank c/o M&T Bank mortgage payoffs. Box 69129. 1800 Washington Blvd. 8th Floor. Baltimore, Maryland 21230. This is the tracking information: USPS tracking number:
********************
Check 1-***********=$15,000
Check 2-**********=15,000
I have contacted representatives on 4/5,4/10,4/14 and through email inquiring about the status of my loan payoff. No one seems to know what happened with my checks. The tracking number indicates that the checks were delivered to the correct address. I need someone to contact me for a resolution.Business Response
Date: 04/26/2023
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: 04/27/2023
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:04/23/2023
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 in the process of moving accounts elsewhere due to all the headaches created by M&T over the last 9 months since the merger. I called their phone rep to close 2 accounts. She said I needed a zero balance which I took care of online, then I asked if statements will be available for the last couple months so that I can finish my bank accounting for the business tax returns. "Yes." Went online and no statements. Asked why? Online rep said that I have to go to a bank, request, and pay $5/statement. I need 6. Unfair business practice and they are not standing behind what they originally told me. I am just looking for statements for Feb 2023, Mar 2023, and the account closing statement. Seems unfair that I cannot get, and now I delayed the remaining account closure because won't be able to get that account closing statement.Business Response
Date: 05/03/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:04/21/2023
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 was contacted by M&T bank once in January and missed the call, the voicemail left sounded like a sales call and didn't leave any information. Come to April and without any other further attempts to contact, without any warning or any explanation all of my M&T bank accounts were shut down and closed. When I went into my local branch, the manager there offered no help whatsoever nor could explain why my account was closed. She couldn't have cared any less to sympathize either and stated that I will never be able to bank with M&T again because I missed her call in January.Business Response
Date: 04/27/2023
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: 04/27/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Not returning a singular phone call does not warrant my bank accounts being closed, causing a disruption to both me and my business. I understand what happened but it is unacceptable for such a drastic measure to be taken with such little attempt to contact.
Regards, ******* **********Initial Complaint
Date:04/19/2023
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.
Regarding Loan #: **********, I currently owe $25,134.81 on my mortgage. The Georgia Homeowner Assistance Fund approved me for $50,000 of assistance and payment will be remitted in the next 10 days. I am writing to receive a refund of the $26,000.00 payment I made on September 29th, 2022 so the full $50,000 in assistance may be applied to the account.Business Response
Date: 05/02/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 05/03/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. If this is the case, then please refund the all of the payments made 90 days prior to the present. Regards, ****** ***********Business Response
Date: 05/05/2023
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:04/18/2023
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.
For the second time in 12 months a credit from a company has been issued to my checking account. And for the second time in 12 months when the date has been initially listed under Pending and the date of when the funds would be available has been incorrect. For the second time in 12 months, the date was changed for a second time and moved forward to one day later and the funds were still not available.
The first time it was with ********* and the Branch Manager didn't understand why it was happening and told me to call Customer Service and they blamed ********* which was incorrect as they traced the date and time of when the credit was issued. This time it was ******. The funds are in the hands of M and T Bank but they are intentionally withholding the funds for additional days for no reason that I know of but they do.
According to numerous complaints to the BBB that I'm reading, illegally withholding funds for extended periods of time is a common practice of M and T Bank and will be reported to the Consumer Financial Credit Bureau. No where in the their Terms and Conditions does it state that it has the discretion to hold funds longer than initially stated once the credit is applied to a personal checking account.
The changing of the dates will be captured by photographs on my phone next time and forwarded to the proper authorities for a more intensive investigation. I would like to hear the explanation of this protocol.Business Response
Date: 04/25/2023
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:04/17/2023
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 have tried several times, both in written form and in calling, to 'change' my PO Box mailing address to a different box number at the same location, The representative answering my call today asked me several questions to verify who I was and then I asked her verification of who she was. She had asked me the 'first' five numbers of my Social Security number, something never asked before, and after I gave it to her I because suspicious of who she was. I decided 'not' to go further and to report this. I never had such difficulty in getting to speak with a M&T representative concerning a 'loan' I have with them. I wish to change my address and the representative would not make the change after I had given her sufficient information. She asked me to agree to 'voce recognition' by saying 'yes' which I would not do because of not knowing what the 'yes' would do. Please help me to get my current address changed. I will 'never' deal with this company again. All my addresses has PO Box numbers and the hold time when calling customer service as been all too long in the past.Business Response
Date: 04/25/2023
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: 04/26/2023
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:04/14/2023
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.
A extra charge of $3.00 was taken by MT Bank. This nearly broke my bank account!Business Response
Date: 04/19/2023
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:04/13/2023
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 financed a camper through M & T Bank in June of 2022. Auto payments were set up for the 22nd of each month in the amount of $346.10. However, M&T Bank took more than one payment at a time and never applied any payments toward the payoff amount. We have never been late on any payments but M&T Bank charged us a late fee on two occasions. The principle amount of the loan has gone up and up over the past several months. I have screen shots of the account from month to month showing how this Bank is committing fraud against my wife and I. I can prove this. We need assistance to be treated fairly. Our account has never fallen below several thousand dollars. There is no excuse for the current inappropriate action of this fraud against us. The account is automatically paid each month. I have never had so much trouble with a bank and payments in my entire life. I have several other accounts with reputable banks and never has my principle amount gone up instead of down and never has my auto pay failed.
Please assist us and inform us as to what steps we should take. Should we hire an attorney? Should we just let them continue to take money?
Thank you you for your valuable time in this very important matter.
Sincerely,
**** * ****** *******Business Response
Date: 04/27/2023
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: 05/03/2023
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, **** * *******Customer Answer
Date: 05/04/2023
The explanation rendered by M&T Bank is a classic sweep it under the rug statement. The attached photos are current payments, which I paid on 4/17/23 and 4/24/23. They are not crediting both payments towards my account. This has been going on since day one. The loan amount is not being paid down, it continues to go up. I do not accept the explanation of the loan balance. How can the loan balance continue to rise? Please allow me to submit a print out from Wells Fargo Bank showing all payments to M&T Bank. I can show that there has only been one payment reversal for two payments made in March. All other double payments have not been credited back to my account. Respectfully submitted, **** ******** ***
Business Response
Date: 05/18/2023
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: 05/20/2023
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, **** * ******* It is apparent to me M&T Bank refuses to admit that their system is in error.
1) Two payments equaling $692.20 was taken out of my account by auto payment on February 22, 2023. Furthermore, the record of payments clearly shows errors made each month within the M&T system.
2) The most recent payments occurred on April 14, 2023, and April 22, 23 equaling 692.20. However, the principle amount of the loan does not reflect both payments coming off of the principle. Nor has the principle amount reflected any of our payments. In fact, the current amount is now back up to $34,381.26
3) The above depicts an erroneous system or deliberate misappropriation of the funds taken.
It is for this reason I request the Better Business Bureau to assist me with information regarding other complaints of this nature against M&T Bank. We would like to pursue a class action suit against this frivolous institution. Respectfully submitted, **** ** ******** ***
Initial Complaint
Date:04/11/2023
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 made my last car payment to M&T bank on 05/06/22. M&T failed to provide me with a copy of my Lien release until I filed a second complaint in local branch on 4/7/23. Additional, M&T has failed to provide me with information around my GAP insurance. I paid my car off over 2 years early which makes me eligible for refund on my GAP insurance. They consistently ignore my inquiries around this refund.Business Response
Date: 04/12/2023
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: 04/25/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Please find more details below. I did not receive a refund for my GAP insurance. M&T gave me the name and number to contact the provider of the GAP I purchased. I contacted them and this information was provided: “Invoice#: ****** for $293.25 was sent to ****** on 5/12/22. Please contact them for the refund”. I contacted ****** and they referred me back to M&T bank because they handle the funds. I’ve been send a wild goose chase these past few weeks and I am yet to reach a resolution. In order to resolve this issue I would to receive my refund if $293.25. Thank you. Regards,
******* ******
Business Response
Date: 05/01/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 05/02/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a refund for my GAP insurance from DARCARS. Regards, ******* ******
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