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
- 733 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:02/17/2023
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'm trying to make a Zelle payment. When I do so I get a message that says This action is unavailable at this time. Please try again later or call M&T Online Customer Service at 1-800-269-8463 (Mon-Fri 8am-9pm, Sat-Sun 9am-5pm ET).
I called the number 5x and have been put on hold each time. Each time the hold ends with the phone ringing and then either there is dead air or I get a message saying that this number is not in service.
I tried calling M&T online customer service and was told the only thing they could do was to transfer me to the above number. When I said I've tried that 5x, the representative said very nonchalantly that he cannot do anything.
I need to be able to make payments using Zelle and M&T is not helping in anyway.
Business Response
Date: 03/03/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 03/03/2023
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:02/16/2023
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.
Branch manager should be removed Jonathan rosario is Very unprofessional and posses very poor management’s skills.This branch failed to follow the simple steps on how to open a business bank account. Causing me to miss out business and personal time/profits due to their incompetence. As if the mistake they made was not enough, the branch manager Jonathan took it on him to Closed my account and claimed charged off erroneous on Feb 3 2023. Failed to provided timely resolution to their mistakes and abusing of his branch managerial powers it is clear why the reviews and rating of this branch. A report to the attorney general, BBB,liT, and NMLS should follow up this complaint.
No consumer should ever feel afraid and the pain of a manager’s poor abilities to take care of their clients personal information and complete a simple banking transaction. It would be great for the community to replace this team member Jonathan Rosario from this branch with more knowledgeable and friendly staff.Business Response
Date: 03/02/2023
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: 03/03/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The information provided by m&t and their representative is not accurate and is false. Their attempts to reach me are not real, and I had provided all docs required and was advice by a m&t rep over the phone that my account wasn’t going to close. I feel I’m being picked on and being treated unfair and would like to receive a credit for all the bank fees I was charged and my time wasted. Regards, **** *******
Business Response
Date: 03/14/2023
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: 03/15/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The company is providing false statements about their resolution process. False information about missing documentation. Everything requested by the Brentwood branch was provided by my company. I was racially profile by the manager Regards, **** *******Initial Complaint
Date:02/16/2023
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.
The first complaint was in 2016 when I opened a home equity line of credit. The branch worker did all the applications for us but also applied for a m&t credit card without my permission. The second complaint is I never received my 1098 for my home equity line of credit loan. Every time I call them I get the same answers saying that’s it’s been mailed out. Trying to get my 1098 has taken me one month and still haven’t received it.Business Response
Date: 03/01/2023
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: 03/03/2023
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:02/13/2023
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.
M&T bank has displayed a complete lack of knowledge to there own policies and procedures when dealing with Mortgage Accounts. I changed to a new insurance and was attempting to inform the bank and get the correct process with reguards to the escrow account. M & T bank transferred myself over 7 times put me on hold numerous times. Once in the mortgage Department i spoke with 3 different mortgage specialists who gave completely opposite information as to the reevaluation process and approximate time periods for a escrow reevaluation. This is yet another example of poor customer service and complete lack of knowledge that shows the managers inability to properly train there employees to ensure the consumer is getting the correct information. To date they have failed me completely and have lost trust in there abilities to give the correct information.Business Response
Date: 02/22/2023
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: 02/24/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However let it be noted that i contacted the mortgage department regarding a question on my escrow account and the employee in the mortgage department had to find another department employee as they did not have any knowledge as to what an escrow account was.
Regards, ***** ******Initial Complaint
Date:02/09/2023
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 accordance with the Fair Credit Reporting Act. The M&T account below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Account name: M&TBANK; Account number: ***************** Congress makes it very clear that M&T has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers’ nonpublic personal information. In the consumer credit transaction mentioned above, without giving me the opportunity to opt out,M&T chose to break the law and furnish my nonpublic personal information to nonaffiliated third parties (i.e. Transunion, Experian, Radius Collection Agency). According to 15 USC 6809(4)(A) The term “nonpublic personal information” means personally identifiable financial information— (i)provided by a consumer to a financial institution; (ii)resulting from any transaction with the consumer or any service performed for the consumer; or (iii)otherwise obtained by the financial institution. According to 15USC 6809(5) The term “nonaffiliated third party” means any entity that is not an affiliate of, or related by common ownership or affiliated by corporate control with, the financial institution, but does not include a joint employee of such institution. M&T admitted to me that they passed my personal non public information to a company named Radius Collection via letters in the mail. M&T also failed to properly respond to my request for validation of this debt according to 12 CFR Part 1006 (RegulationF). They did not remove the unvalidated account from my consumer report while this account was being validated. According to 15 U.S.C 1681 section 602 A., I have the right to privacy. According to 15 U.S.C 1681Section 604 A Section2, a consumer reporting agency cannot furnish an account without my written instructions. I NEVER gave M&T written instruction to furnish anything onto my consumer report. I want them to delete this account from my consumer report. According to 15 U.S.C. 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. M&T is aware that they are violating my rights as a consumer. I have disputed this account. I have sent them a notice of dispute. M&T has willingly broken several laws and violated my privacy. This leads to adverse action against me. I am NOT pleased at all. They seem to have a blatant disregard for the law. Furthermore, theFair Credit Reporting Act 15U.S.C. 1681-2-a-i Exclusions from a consumer credit report clearly states : ( 2 ) EXCLUSIONS - Except as provided in paragraph ( 3 ), the term consumer report does not include- ( a )Subject to section 1681s-3 of this title, any- ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report. A late payment falls under the category of transactions. They should not be on my consumer report. M&T has violated several laws at this point. Not only that, they are even reporting inaccurate information to my consumer report.Business Response
Date: 03/10/2023
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:02/09/2023
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.
M&T banking took over People's bank in the fall and provided a packet of changes. After reading the packet I went to the bank and asked for clarification on changes. On September 3rd, 2022 I was told by M&T bank clerk that MY SPECIFIC ACCOUNT NUMBER AND ROUTING WOULD NOT CHANGE. I was told M&T bought the routing number and therefore did not have to worry of making changes. I also inquired about any changes I need to make to assure I would not be affected by the transfer (specifically overdraft fees and atm fees). I was told everything would remain the same and nothing would change. Therefore, I opened a new account with M&T banking and was given a new account number and routing (different but made aware). I set up my direct deposit with my new employer on 1/25/23 and was rejected 2x costing 60$ for reject I was charged. I went to M&T bank in Watertown and was informed my account information changed and they would reach out and let me know a resolution. No call was ever made back and in addition information on 3 over draft fees I was told I would not have. After calling customer service and speaking to a supervisor I was told there is nothing they can do for me. I am requesting a refund before I switch banks as they are incompetent in training members and information given is incorrect. I am filing a complaint as they need to be investigated for buisness practices.Business Response
Date: 02/22/2023
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:02/09/2023
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.
On January 2, 2023, twelve Zelle payments were made to a party at another bank. These payments were made from my two checking accounts and totaled $2,461.00. I filed a dispute with the bank on the same day, January 2, 2023. I received a letter from the bank on January 17, 2023, dated January 4, 2023, stating that "the transactions in question were processed correctly and no error has occurred". Further, "The information and any documents we relied upon in connection with our investigation are available upon request".
On January 19, 2023 I spoke with bank representative, Ryann, a female, who stated that those investigative results would be mailed to me and I should expect it in 3-5 business days. On January 30th, I called the bank, again because I had not received the information that had been promised. I was told that the bank would have to send me a form to fill out in order to receive the information. Evidently, this was not what I was told by Ryann on January 19th. Today is February 9, 2023 and I have not received the form nor the information regarding the investigation. This information is needed in order to file a complaint with The Consumer Financial Protection Bureau, not only against the Bank but also against Zelle. The claim numbers are:******** and *******.Business Response
Date: 02/23/2023
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: 02/24/2023
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 letter from the bank does not include the details nor the documents they relied upon in their investigation, as promised in the banks letter to me dated: January 4, 2023 (received January 17, 2023). The bank letter clearly states: 'The information and any documents we relied upon in connection with our investigation are available upon request'. I have requested the information and documents and the bank now states in their letter of response dated February 23, 2023, paragraph 3, 'Please know that we're unable to provide any additional documentation or information relative to our investigation into your dispute'. The bank has not provided any documentation! They simply state that 'our review indicates that the Zelle transfers were authorized by you'. Where is the authorization documentation? In addition, the banks response indicates that '....M & T sends a reminder alert to customers prior to completing a Zelle transfer for a new recipient...'. Where is the documentation that alerts were sent to me? In what form of communication were these alerts sent? Where is the documentation I selected "Next" to fully proceed with multiple transfers, for different amounts, in rapid succession and to the same person on the same day? If the bank did not intend to send the information, then the bank should not have stated, in writing, that the information was available 'on request'. As far as I am concerned, the only "miscommunication" was during the two phone calls to the Contact Center. As stated in my original complaint, the first bank representative stated that the information should be received in 5-7 business days. When the information was not received, I placed a second call. This second representative of the bank stated that in order to receive the information, a form needed to be completed and that that form would be mailed to me in several business days. I have requested and, I am again requesting the information and documents used for their investigation. I am only requesting a refund to my accounts if the bank does not send the information and documents, as promised in denying my claim. Regards, ******* *****Business Response
Date: 03/06/2023
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:02/07/2023
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.
Dec 18, 2022 My ******** Payment of $300 was returned
by M&T Bank No Date of Payment was listed. And the $300 disappeared. Their paper trail was impossible for me to follow. It was not returned to my checking account it just vanished. Unfortunately this type of behavior happened several months earlier this time the amount was approximately $600. After much of their Investigation and accusations that the error was on my part they finally realized they completely mishandled my payment and returned the money. I am very alarmed about the many many complaints I've found while looking into this problem. Please help me sort this out. Since the beginning I have told them if indeed it's my fault i will gladly make corrections but as try as they did they could not make that proof.. I want answers! Thank you **** ** ******** ************ This action looks like a repeat of mis-management on a major scale according to all the other complaints.Business Response
Date: 02/21/2023
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:02/06/2023
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.
They blocked my account to access my money, still after I’ve been to the bank 3 times to confirm my identity. And aren’t giving me a reason why. And fraud customer service wasn’t very niceBusiness Response
Date: 02/21/2023
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:02/03/2023
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 paid my car loan on the due date, 1 .28.2023. I paid the loan on time. I got slapped with a late fee because the bank didn't receive it until the 31st. It was paid on time and I can't help when the bank receives payment.
I called the bank and got nowhere.
I want the late fee removed.Customer Answer
Date: 02/13/2023
2.11.2023 RE: Complaint ********The above captioned complaint has been resolved. M&T Bank removed the late charge I disputed.Thank you very much for all of your help. Sincerely, ***** *****
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