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:05/06/2025
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 opened an M&T checking account online on 4/19.
After receiving my checks and debit card in the mail (literally last week), M&T closed my account for no reason, and with no explanation nor notification. Customer service—both on the phone and at my regional branch—told me there was nothing they could do, despite they fact that I'm waiting on a check to be deposited by my employer.
Insane.
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:05/05/2025
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 paid through my bank and **** *** a total of 2350 to a private person for a camper and never received the camper or my money back. I contacted M&T on April 21st and provisional credit was deposited to my account by M&T bank. Claim number ********. Then the claim was denied and the money was reversed from my account on 5/1/2025. This reversed charge put my account negative by $900. Causing my rent check and car payment to bounce and making my situation worse than it was before they decided to help. Everyone I spoke to at the bank states there is nothing hey can do to help. I’m still out 2350 and have a negative bank bank balance due to no fault of mine and I’m told there is nothing they can do to help.Business Response
Date: 05/08/2025
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: 05/08/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Reject their response because, as a result of their actions to reverse the provisional credit at the time they did. My bills were not honored. My car payment bounced and my account is negative and I will have to pay several fees to correct that. Their letter to me notifying me of the denial was inadequate. I specifically told the customer service agent that I was located in Maine on an assignment and was not at home to receive any mail but I will go and check my mail when I can. No email or phone call to notify me of their decision and I received the notice the night before they massacred my account. So the issue is not that they denied the claim and took their money back. It was the way it was done and I feel victimize a second time. I refuse to pay and fees as a result of their carelessness.
Regards,
***** *****Initial Complaint
Date:05/04/2025
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 opened an online checking account with M&T Bank on March 24, 2025, under a promotion offering a $500 bonus for setting up direct deposit. I received a debit card, checkbook, and two welcome emails from M&T—none of which mentioned a need to visit a branch. I changed my Social Security deposit to the new account. Later, I was told the account was never opened and had been closed on March 28.
M&T claims I failed to respond to an email requesting in-person identity verification. I never received any such email. I checked my inbox and spam folders—only two emails were received on March 24: a standard welcome and online banking setup. No other email was ever received.
Even more troubling, I received a welcome letter dated April 19, saying M&T hoped I was "enjoying" my account—three weeks after they had already closed it. On April 25, I received a statement confirming the account was opened March 24 and closed March 28.
I was never notified the account was closed. This forced me to visit the SSA office in Utica in person to undo my deposit. When I went to the M&T branch to resolve it, I was insultingly offered $100 instead of the $500 promotion. This feels like bait-and-switch behavior.
Resolution Requested: Acknowledgement of the bait and switch and proof of email they claim was sent that told me I needed to go to a branch in person.Business Response
Date: 05/16/2025
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:05/02/2025
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 have a mortgage that got sold to M&T bank. I am selling the home and the buyer is assuming my home mortgage interest rate. Our mortgage assumption has been 90 days now and the mortgage company won’t return our calls from myself, my realtor, and the buyers. We don’t have any updates and are supposed to close next week which we will have to push back yet again. We need to put something on contract or need a ballpark when this can be done. No one at m&t bank will answer our questions and our loan officer won’t return our calls or answer. I asked to speak to a manager through a general line and they were supposed to call me within 48 hours. That’s been 2 weeks ago. All of us have no idea what is going on or what to do. I have been paying on the mortgage for 3 months now even though house is empty and ready to move in. This is causing financial strain and just want to know when the loan will be done so we can plan. The buyers have no idea when to move into house or to get ready or anything.Business Response
Date: 05/07/2025
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:04/28/2025
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 paid off our camper on April 7th
We were told we would receive the title by the 23rd. I called on the 28th and they said it was delayed due to an system error. But no one could tell me the error or when I would get my title.
I made monthly payments on tine and I would appreciate getting my title on time. I will need to hear from someone about this please. This is unacceptable business and needs to be resolvedBusiness Response
Date: 05/05/2025
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:04/25/2025
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 04-10-2023 M & T Bank, my new mortgage administrator collected *(2)* monthly payments. One was collected from my bill pay that was a mistake *(see US Bank pdf check #****) but M & T Bank collected it regardless. I informed them on the 11th and 14th of April of this overpayment and provided proof from my bank of a check they cashed. Further, I have recorded the last 3 phone conversations where the representatives of M & T Bank told me they either were sending the funds or that someone had miscategorised the details and or misinformed me as to how the money would be sent back. So far to date I have contacted them including supervisors 6 times, and was told each time they would refund my money within 7 days thus causing me numerous bank fees from my banks due to the money not being in my bank to pay other bills. This is a case of defrauding me financially and they are not remediating their mistake to date. They owe me many fees in addition to my primary money back they have been holding without intent to refund.Business Response
Date: 05/09/2025
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: 05/09/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Regards,
Rick ******
BBB & M&T Bank, This is a response to the M&T Bank letter. I informed M&T Bank on Apr. 11th of the initial double payment. I was made aware of this through my bank as a $-564.47 balance including a $36 overdraft fee. It additionally charged my other U.S. Bank account $100 to bring down that negative balance causing me other losses. I further sustained other losses from my other bank *** where I pay most of my bills and transfer funds from the U.S. Bank to do so, and due to the $2,280. payment M&T Bank would NOT release in a timely manor, (3 days by their admitted process) and due to their error in selecting the incorrect payment made to them by the 3rd party on the 10th or before, they then added another 7 days to their process, and didn't pay out, and then didn't release a paper check instead of an electronic transfer that in all took more that 21 days, causing me many overdrafts and missed payment schedules with lawyers and creditors. M&T Bank has caused me significant financial distress that could have been remedied in the first 3 days, but chose not to do as per their letter. I have several fees I generated not including bad will with my existing creditors that for me is excessively distressing financially. I feel M&T Bank's fiduciary responsibility is likely an overthought for the small guy that doesn't have millions and more to float and should be censured at the least.Initial Complaint
Date:04/24/2025
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 opened an M&T Bank account on 04/14/2025. It was only a checking at first but i did also open a savings account. Everything went smoothly. I switched over my direct deposit, i mobile deposited two checks; everything seemed okay. On 04/24/2025 I received a phone call from a local M&T Office in Springfield, MA. The worker proceeded to tell me that my account was going to be closed. There were points where she also said my account was being “blocked” I proceeded to ask why. The worker, Giselle did not have an answer for me.. she does not work for that Department in the company. I went to the office (like i was asked) and the workers did not help me. My account was still being closed and I was being inconvenienced my money. When I initially opened the account there was no indication that my account was not going to stay open. I would not have changed my Direct Deposit id my account was going to closed.They would not keep the account open to allow for my direct deposit to hit at least. I have rent and bills to pay.Business Response
Date: 05/09/2025
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: 05/09/2025
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 was told verbally by individuals in the St. James location in Springfield, MA that a check was being mailed to me.. so am i getting a check or not? It has been over two weeks at this point.
Regards,
****** ******Initial Complaint
Date:04/24/2025
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.
M&T Bank incorrectly calculated my escrow from last year and has caused my current mortgage to increase by $800. It has now made my mortgage payment unaffordable. When I brought up to them their mistake and my willingness to put money down into my escrow account they are unwilling to do another escrow analysis so that my payment can be reduced.Business Response
Date: 05/09/2025
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:04/24/2025
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 have been making weekly payments to my installment loan. Instead of applying the additional payment amount to the principle of the loan, M&T keeps moving my payment due date forward. I had a call with M&T before I took this loan and was assured this would not happen. I was assured that ALL additional funds would be applied to principle. They are effectively preventing me from paying down my loan in order to collect as much interest as possible. They will claim that I am pay my loan off earlier because the payment date is continually moved forward, but that is NOT the agreement I was made to believe. I am paying off the loan earlier, but NOT paying less interest. I was 100% lead to believe that all the payments I made I a monthly billing cycle would be applied to THAT MONTH ONLY and ALL ADDITIONAL FUNDS WOULD BE APPLIED TO PRINCIPLE!Business Response
Date: 05/06/2025
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: 05/06/2025
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 date they said the call would have taken place is incorrect. I suspect because they did not record the call in the first place. Regardless, the call happened and the correct resolution is to be that; ALL PAYMENTS MADE IN A MONTHLY BILLING CYCLE ARE TO BE APPLIED TO THAT MONTHS PAYMENT. ALL ADDITIOANL FUNDS IN THAT MONTHLY CYCLE ARE TO BE APPLIED TO THE PRINCIPAL. I do not care how M&T calculates interest. I do not care what they do between payments. That is their crooked business model to rape and pillage every penny from people that are trying to get out from under the weight of their creditors. I would have NEVER done business with M&T Bank had I known they would not stand by their word!
Regards,
*** *******Initial Complaint
Date:04/21/2025
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.
I call m&t bank to increase my limit for the day because I had an engine repair labor cost to pay for. The representative acted as if she would increase my limit and put a lock in my account. She told me I could use my card after I paid for the engine repair. I had to pay cash and card because the transaction would not go through. Instead on increasing my limit she put a hold on my account for no reason. I have several thousand dollar deposited into this account each month. I have also had my limit increased in February when I paid 7500.00 for the engine. I spoke to a manager Que and he advised there was no reason to put a lock in my card . I would like assisted with this issue.Business Response
Date: 05/05/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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