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, Inc.

  5724 Wabash Ave Baltimore, MD 21215

• 

  M & T BANK

  4915 Executive Park Dr Columbia, MD 21045-2155

• 

  M&T Bank

  10100 Baltimore National Pike Ellicott City, MD 21042-3614

• 

  M & T Bank, Inc.

  80 West St Annapolis, MD 21401-2401

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:04/10/2023

  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.

  M&T was a college checking account for me. I hadn’t used this account since graduating college as it was not my first choice for banking. I was assessed a few fees since I last used the account years back and due to those fees my account was closed without any communications from the bank and sent to collections. They applied a fee, that then overdrafted my account and kicked in EVEN MORE fees before closing it without any notification. Advise to stay away from this shady bank that uses these tactics to make money. Additionally, to get through to their collections department you have to be on hold for a few hours, if not a whole day. When you try to understand the fee structure- you are told that your account has been closed and you can’t access it to understand what you are being charged for

  

  Business Response

  Date: 04/14/2023

  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: 04/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The address you sent mail to is an old college address. The fact of the matter is, there was no electronic correspondence because I would not have missed multiple emails. Or even a PHONE CALL! Minimal effort on your part and the fees are predatory if you are not trying to resolve anything with the client. Terrible that an old address- which is not the only one listed under my name would be used.  Regards,  ***** ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/18/2023

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

• Initial Complaint

  Date:04/10/2023

  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 has changed the amortization length of my loan within their system and as such has incorrectly been applying my monthly mortgage payments where less of my money is going to Principal than it should have been. I have a 30yr mortgage established in 2016 and as such my loan should mature in 2046. However, M&T has my loan maturing in 2060!!! I have called to get answers and no one has gotten back to me. Every representative I speak with on the phone says they are unable to tell why this is happening and will have to have their "back office" looking into it. I have yet to hear from anyone or have my money correctly applied to principal.

  

  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:04/02/2023

  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.

  I was a customer of Peoples United Bank for many years (35 maybe) and used their bill pay service for many bills without issue for decades. M&T Bank bought Peoples United Bank. Post buyout I continued to utilize their bill pay function in a similar manner. I recently became aware that my auto loan payments were not going through when I was served with a 30-day delinquent notice by the lien holder. The poor website functionality has led to my credit being adversely effected. Once I was noticed by the auto lien holder, I rectified the emergent situation but, the damage was done and it was reported to the credit bureaus dropping my credit score substantially. I am seeking to dispute this credit reporting that was a result of M&Ts readily apparent technical issues post merger and restitution of my credit.

  

  Business Response

  Date: 04/13/2023

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

  Customer Answer

  Date: 04/16/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Thank you for the attached documentation, however I do not accept the response provided. The facts clearly indicate that I paid on a loan for over four and half years through Peoples United Bank without issue in good standing. M&T bought out Peoples United Bank for which there were many issues involving the merger to include bill pay issues. I can happily attach the numerous complaints, news articles and state inquires into the merger however I am sure you are aware. I am not in a position to dispute the veracity of facts by M&T bank as presented due to the fact that I do not have access to M&Ts computer systems. The facts I have show that about three months prior to the completion of 5 year auto loan I missed my first payment using M&Ts bill pay service. Bank records show funds were available to make all necessary payments.  This is the first missed payment ever in my life. Further the missed payment was reported to the credit bureaus and it has had an adverse impact to my credit worthiness for which was indicated previously, I believe the preponderance of evidence show M&T has culpability due to underlying technical issues with their botched merger with Peoples United Bank.  All I am looking for in resolution is M&T to provide documentation stating that they have experienced issues during the merger of Peoples United Bank to include bill payment issues and it was likely a contributing factor to the missed payment. The documentation will be submitted to the credit bureaus for restitution of my credit. This incident and the ensuing credit implications have been injurious to other financial matters in my life and want to resolve this matter at the lowest level possible. In summation, M&T Banks ongoing merger issues on the technical backend appear to have been the issue. The facts show, I made payments approximately 57 times through the bill pay service. Then suddenly a few months prior to the completion of the auto loan and despite funds being available I failed to make payment even though I submitted the payment as normal as I had done numerous times prior. This failure of payment was noticed to me by the lien holder and then reported to the credit bureaus. Once noticed by the lien holder, I paid the loan in full through the bill pay services, confirming it with the lien holder. The ensuing credit implications for my life have been devastating. The facts indicate the underlying issue is M&T bank merger issues and are the culpable party. They however can resolve the matter easily if they choose to do so. Regards, ******* *****

  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/01/2023

  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 am the power of attorney for my 91 year old father-in-law and have managed his bills since his wife passed away a few years ago.
  
  We are long time People's Bank customers, 30+ years/stockholders. When we moved to Arizona 15 years ago we chose to keep our accounts open even though there were no local branches. We've never encountered a customer service issues. The account was transfered to m&t after their acquisition seamlessly and this is the first issue we've encountered.
  
  A security alert was triggered on my father-in-law's account leaving us unable to access his account online. A few days later he found that his debit cards aren't working either. He has never written a check in his life, and he has no other credit or debit card so this has left him with no access to money.
  
  Despite numerous calls to bank associates, and the fraud line, the only solution we've been provided was to physically go into the bank. We offered to have a video chat, or to send any identifying documents to the bank but this was declined.
  
  His daughter who lives in Connecticut and is listed on his account went into the location where the account was opened, and was told that they cannot resolve the issue and that he needs to speak directly with people via the customer service line to get it resolved.
  
  Please keep in mind that we've spoken to 8 plus people and have spent hours trying to get his access restored. At this time we literally have a 91 year old with no access to grocery or gas money. If he didn't have family nearby to provide cash in the interim he would be in serious danger.
  
  Any good feelings that we've had towards this Bank have been destroyed in the last few days. At this point it seems our only recourse is to cancel the account. We are opening this BBB complaint and the hopes that it will put pressure on the bank to address their customer service issues for their other clients.

  

  Business Response

  Date: 04/07/2023

  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:03/30/2023

  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 opened a online business account being a seen a promo for newly opened accounts. Account was granted and I begun to utilize it for my business. I got paid by my employer, but because I couldn't find my checks I called in and asked Anna M******* to place an hold on the account please. I was advised following I will have to go into the branch with photo Identification, to withdrawn and obtain new card. As advised, I went into the branch located on Atlantic ave in Brooklyn NY and serviced by Samantha A****, whom introduced herself as the manager when I asked for one to later find out she isn't. Long story short, Im a business owner and worker and sometimes, i wear my sweats outside to just handle light errands and I believe I was profiled. I had my ID, I was questioned about how I accumulate funds, how long, from who and I answered freely however I sensed she, Samantha was profiling me. nonetheless I was told I need to bring in all my documents again and reopen an account to obtain my funds. What? really? I wasn't able to pay my rent or employees because of this I will DEMAND compensation. I had everything to match the account the login I even had ANNA M******* was the call center call the bank directly to explain she spoke to me previously to allow me access however she wasn't able to over the bank decision. my sister Samantha at the branch gave me the nastiest experience furthermore Lola the real manager did the same thing.i left came back( all of this is documented) with more information still. my funds are being held in this account, I'm hoping we can come to some sort of common grounds or it will have to be escalated. interest is occurring everyday and I just want my funds to pay my bills and employees.

  

  Business Response

  Date: 04/11/2023

  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:03/30/2023

  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 was scammed and the check came back insufficient funds. However, the bank has put a hold on my account because of this and as such my tax refund check that came in went into my account, and they are not allowing me to access it. There was no fraud. There was nothing there is no reason why this bank should keep me locked out of my bank account. I need this money. I am having an emergency. I explained it and nobody is listening to me, I’ve had problems with this bank before however, last time I had an issue they quickly resolved the matter but all I want to do is close my account and take the money out and they are giving me the runaround and being incredibly insensitive and rude

  

  Business Response

  Date: 04/03/2023

  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:03/30/2023

  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.

  My mom (******* ****) passed away in November of 2022. I am helping my 93 year old father (******* ****) who lives in Cabot, Vermont obtain the money that was in my mother's checking account. We went to the M&T bank office in Barre Vermont. We were told what paper work we needed to provide. We went to a lawyer and obtained the required paperwork and dropped it off at the bank. It has now been a month and my father does not have his money. We have been promised phone calls, timely service, and yet nothing happens. The only thing we get is excuses. Additionally I reached out on Facebook to M&T bank (Candi B.) asking for which agency regulates M&T bank in Vermont so that I can file a formal banking complaint and she would not answer me in an attempt to stop me from filing my regulatory complaint which I will still be pursuing. There is absolutely no reason for this extensive delay.

  

  Business Response

  Date: 04/06/2023

  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:03/29/2023

  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.

  The tax form sent to us regarding taxes paid on our house for 2022 only shows 1/2 the amount that was paid out therefore not allowing me to write off the other half. When I called M & T they told me this was due to the Merger that took place last Sept (Peoples Bank was taken over by M & T). I was told this would in effect autocorrect this year, therefore not affecting my tax filing next year. Unfortunately this doesn't help me out for this year. I am leaving tax credits on the table for the 2022 tax filing year (aka I should be getting more money back)
  My mortgage (therefore escrow account as well) was with Peoples. I'm sure other people are having this issue as well.

  

  Business Response

  Date: 04/06/2023

  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:03/29/2023

  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 DESTROYED MY LIFE. 5 months into loan. What started from a simple late fee, which I paid online on app, with payment, decided to keep trickling down, because of the horrid accounting dept, they didn’t disperse the payment correctly. I pay way over payment, thinking I’m ahead? Nope. paying late fees. But STILL not going towards them( bogus late fees) due to another accounting issue where they put 284 dollars in the late fee box instead of interest. I get a letter I owe 497. . Mistake. NOPE!!! Late fees!! Oh! And not their problem, also blamed me that the 2 payments including late fees wasn’t DISPURSED ACCORDINGLY. Yet there’s ONE BOX online. Specifically states total includes late fee and payment. Couldn’t explain where the other late fees came into play since I had loan for only 5 months. Next day customer service says ignore letter. Mistake. Ha! decide to reverse next payment split it into 3 parts! To pay for late fees!!! Another 2 hour long phone call, again that will be fixed.Well that payment has since been reversed paid split about 7 times over the past year, and every payment since.! At this point late fees are over 500 and I’m making almost 800 payments, about 4 calls a month, 2-3 hours long, crying transferred disconnected, promises to fix, WORSE. moving forward, talks me into deferring 2 payments. Til issue is resolved. 1st deferred payment, report as MISSED ON CREDIT AS WELL AS my coborrower. And those payments got reversed and paid so many times still trying to get that late fee, THEY LOST a payment. ? Disbuted the credit report 5 times. reporting it as accurate. WITH THE DEFERMENT LETTER! Year and a half later, nothing is fixed I paid the 2nd month deferment to save myself any more hell, and they seem to have lost the payment after that. late fees both deferred months. destroyed a life long friendship, she took truck, lost my very successful career, and my life. What now M&T.. please no more favors… got all proof of every cleared payment.

  

  Business Response

  Date: 04/11/2023

  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: 04/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. M&T actually reversed my payments not my bank.  AFTER MY PAYMENTS POSTED I HAVE ALL THE STATEMENTS. To allocate how they wanted to incorrect late fees.  I have the proof here. They were revering my payments 3 months to 4 months after they were cleared. The few times I passed grace period the fee was paid.  Their accounting dept failed to allocate to late fee. Instead kept charging me each month thereafter.  Also, I made 2 payments in April which both cleared, m$t then months later reversed it back and forth to try to get fees not owed after them promising to delete the ridiculous amount. Included are just a few statements of their wonderful accounting! And also proof! I made 2 payments in April in which both cleared.  Look what they did with the payments after for about 4 months. Also. Dec payment was made and look what they did with the interest.. put it in the LATE FEE BOX
  
  But I’m November there were zeroooo late fees owed.  My payment was made on 15th and I paid over my normal payment.  And this is how they defend themselves.  I refused to make anymore payments til this was fixed so they advised ME to defer 2 payments may nd June! They didn’t even send me the extension paperwork until the 26th after I called them to find out where the email was. Deferment was requested at beginning of may.  Rep apologized for them not sending it out and walked me through how to sign it. Said there was nothing else everything was all set!!! Well, I ended up paying June after repeatedly being reassured that wouldn’t happen for June. Because I didn’t want them to make another catastrophic mistake. They insisted that after deferment starting July I would owe original car payment.  And they actually said I overpaid and had a credit with them, which Tina heard the back office tell me.  And all phone calls are recorded and also all this information was verified by two managers of 2 separate bank locations after they called the back office over all these mistakes.  I have their names and locations where me and Tina declin visited IN PERSON where they went through each statement found every mistake. Called it in to back office where back office insisted they would fix mistakes of incorrect late fees, and that deferment was for may and June.  Please call Tina d***** to advise.  Call me at ***** ******** as I can give you dates and times and both bank managers information to confirm all of this.  Here’s proof of their blatant lies.  They finally took the missed payment off after realizing what happened to both April payments. 
  
  Regards, ******** *********  Additional comments from consumer:  M&t continues to put false information out, regarding my auto loan. So here is more proof. They FINALLY posted and paid the April 11th payment. 3 months later. And look at the late fees they waived, on the roster, but somehow I still owed all of those?! And look what they did to both payments. Take a look at march payment they tore apart. For 4 months! Trying to fix their mistakes leading to more and more. And there’s the letter finally stating they made a mistake and was deleting delinquent may payment. And a email may 26 stating docusign was COMPLETED, signed by all parties!!!! With their apology that it took so long to even send to me!!!!! The Damage was done. I lost my truck, my career, and a life long relationship. all over these mistakes. So now that I have proof and m&t continued to make false statements here on bbb website, would love to hear this answer. Please send all documentation to co borrower for her own reference. Unreal. Sad.

  
  

  

  Business Response

  Date: 05/04/2023

  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:03/24/2023

  Type:Delivery 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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against my bank for holding my funds without any reason and giving me excuses on a daily basis. I am a small business owner and this has caused significant financial damages to my business.
  
  I have been a customer of this bank for several months and have always maintained a good standing with them. However, I recently got deposits of my customers to my account and the bank has been holding it for an extended period of time because of the return which they already return and the rest amount is on hold without any reason .
  
  I have reached out to the bank multiple times and have been given different excuses each time. They have told me that there is a hold on my account due to returns and chargebacks, but have not provided any specifics or a timeline for when the funds will be released already 3-4 months has been passed.
  
  As a small business owner, I rely on these funds to pay my bills and employees. The delay in releasing these funds has caused significant financial strain on my business and is threatening my ability to operate.
  
  I am requesting that the bank immediately release my funds and provide me with an explanation for the delay. Additionally, I am requesting compensation for the damages that this delay has caused my business. My M&T Bank account is ********** 
  Thank you for your assistance in this matter.
  
  Sincerely,
  ******* ***** 
  *** **** ******** *** 

  

  Business Response

  Date: 04/03/2023

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