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
- 732 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:01/23/2023
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.
On 1/21/23 I attempted to pay my mortgage at the drive through window and Vicky requested my ss#. She stated she needed it due to me paying cash and the dollar amount. I declined to provide the information since she said it was on her screen additionally, I’ve never been required to do so in the past. Vicky had in her possession, my license, my payment coupon and she had my account pulled up on her screen. I was not wearing a mask so she could clearly match the ID with the person in front of her. After retrieving my cash and documents from Vicky, I then went inside and spoke with Misty M******* who identified herself as the manager. Misty stated due to the fraudulent activity going on my ss# was required. I’ve previously paid my mortgage at this location using cash and had no issues. Misty stated this practice has been in effect for years. I explained the inconsistencies at this branch because No one has ever ask me to provide my ss#. I’ve been coming to this location for several months now. I feel that I was being profiled. I later contacted the 1(800) number for M&T and learned there are NO fraud alerts on my account so there was no need for them to request that extra step from me. I highly doubt anyone would fraudulently pay my mortgage for me!! This was a big inconvenience to me as I went to a different branch OUT OF MY WAY to pay my mortgage. The other branch that took my payment DID NOT request my ss#. However, the extra trip ultimately made me late for work that day. Vicky and Misty need to be trained in treating ALL MEMBERS WITH RESPECT AND PROFESSIONALISM. They weren’t even consistent with lying about their reasoning. The customer service at this location is terrible and needs to be addressed IMMEDIATELY!!!!
Business Response
Date: 02/03/2023
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:01/23/2023
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.
On Sept 2 i closed my account with M&T ( 234 E Main St, Marlborough, MA 01752) who was still Peoples united bank.
It took a long time to close, i had to make sure there were no pending transactions, and there weren't any.
I went in on 9/2, closed the account, and they gave me all my money. The manager told me it was closed.
Days later 3 charges came into the account that was closed. 2 were rejected since it was closed. 1 charge went through. i've been trying to get them to reverse that charge and they will not
now they added fees and sent it to collections.
I have called them over and over. they often tell me someone will call me back and they won't/
The branch manager claims an account can be re-opened after its closed which defeats the purpose of closing an accountBusiness Response
Date: 02/06/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 02/13/2023
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 the business is both incorrect and self-incriminating. It claims on TUESDAY September 6 2022 i withdrew my account to a balance of $0, but a pending transaction prevented the account from closing. That is a lie. I had been working with the bank manager Mt Torre for days. He told me i could not close my account if there were any transactions that day. I kept waiting until there was a day he agreed there were no transactions. Thats when he cashed me out and said my account was closed. If the next transaction was not until FRIDAY Sept 9th, 3 BUSINESS DAYS, after my account was withdrawn and closed, why would they let the transaction through? On the day they let the transaction through, they blocked 2 other transactions because "the account was closed." Multiple people at the customer service number confirmed this. They can't explian why their system blocked 2 transactions for being closed account but let another one through. The week i closed my account, the manager also put a hold/block on all transactions and they continue to let them through. This bank is holding me hostage. they won't let me close my account. Its a simple process, they give me my money, close the account and block any transactions since the account is closed. They keep re-opening the account. The Manager Mr Torre admited this on the phone. I went to another local branch, and the manager working int he industry for 0 years talked to corporate and looked at the history and siad MR Torre didnt do his job correctly and didn't close the account correctly. There is no reason charges should go through 3 days after the account is withdrawn and closed. I was a peoples united bank customer and didn't want to transfer to M&T. i worked with MR torre for days to get my account closed.....i dd nothing wrong, and the fact that they let the transaction through 3 days after i withdrew to 0 to close it is self incriminating that they should have rejected the charges Regards, ***** **********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.Initial Complaint
Date:01/17/2023
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 always willing to pay my mortgage and since holidays as not getting enough pay on check this mortgage company will not let me even pay a thousand dollars. They keep telling me they do not take partial payments, which is NOT OKAY! I am only 52.12 short and they can NOT EXCEPT MY 1000 DOLLARS, WTH IS WRONG WITH THIS COMPANY! THEN I HAVE THIS COMPANY STATING THAT THEY WILL AND ALREADY IS PUTTING LATE CHARGES ON MY ACCOUNT!!!! NEVER HAD PROBLEMS WITH ANY OTHER MORTGAGE COMPANY IN MY LIFE SINCE THEY TOOK OVER WITH MY PAYMENTS. Just want them to except any payment I can give to them as stop being stuck up company. People do not have a lot of money in this world!Business Response
Date: 01/19/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 01/31/2023
I tried to respond, but it wouldn't go through. All I want them to do is to except any payments I am trying to make. Never been to any mortgage company that never allowed that. Sad how they treat people. ********* * ********Initial Complaint
Date:01/17/2023
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.
My grandmother is in a nursing home and has state insurance MA Health to be exact. They requested a year of statements to maintain her insurance. I went to a local branch with my POA paperwork and was told that they'd have to submit that to the corporate office, although line 3 of the POA clearly stated I was in charge of all banking matters. I was refused the statements. I called the corporate customer service number amd asked what group I had to speak with to make sure the POA got expedited as I needed to statements in a timely manner and not 1 person even knew who or how that process went. I called the branch again today as today is the day the statements are due to prevent my grandmother's insurance from being canceled and I was completely dismissed and just advised if anything came through they'd call me. Talk about no giving 1 ounce of care about your customers and having a broken policy. I have the POA in hand which is a legal document notarized and that just isn't good enough and yet not 1 person can tell you a timeline or how to expedite the process, needless to say after this once my POA is added I will be closing out my grandmother's account here. Not 1 ounce of empathy from the branch, this has been a joke and my grandmother's insurance will now be canceled because you wouldn't provide her power of attorney statements. Think about how ridiculous that soundsBusiness Response
Date: 01/27/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:01/17/2023
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 September, 2022 I made a deposit of several checks totalling $19,000. I usually deposit checks weekly, and I remember that deposit because it took a very long time for the teller to make the deposit. M&T had recently taken over Peoples' and I asked the teller whethr it would always take this long to process the checks, as it hadn't always taken so long. I later discovered that one of the checks hadn't cleared. When I reviewed my account I saw that the entire deposit had not been recorded! The deposit had been made sometime between 9/24/22 and 9/28/22, but I could not recall the exact time and day. However, I definitely deposited the checks. I will have to call all 30 people whose checks made up that deposit to see whether their checks had cleared and have them issue new checks. It is OUTRAGEOUS that a bank can LOSE my money!
I have photocopies of all the checks plus a statemetn from my billing system showing that they had been received ( I enter the checks and then take them to the bank).Business Response
Date: 01/31/2023
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:01/17/2023
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 had a mortgage with a different bank. Somehow M & T bank ended up with my v a home loan mortgage. Got a hail storm. U S A A came out quickly and sent check for repairs. Signed it and gave it to m & t bank. They have held that money hostage for 6 months. Of course they always explain that the docs are illegible or something. I told then the documents were good on my end and offered to email an encrypted email with the documents. But no i have to use their website that continues to mess up the documents. I want my money given to me by my insurance company to repair my house. And i will be filing a complaint with the VA as well. I also have no idea how they have an a rating. Every review is bad. On their facebook page everyone posting posts warnings about using them. Yet somehow they have an a rating. Give me my money for the contractor so we can get the repairs done. Enough stonewalling. Ask them how much money they made in interest the last 6 months holding people’s money hostage.Business Response
Date: 01/30/2023
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:01/16/2023
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.
Due to M&T’s poor customer service and “system sync issues”, my car was reprocessed outside my ability to retrieve.
M&T did not have correct registration information or address information on file.
They have performed multiple instances of improper notification, including providing the tow company with my dead fathers address for post repo notifications. I have never resided at that address, and my father & his address had no association with my finance agreement.
When attempting to remedy the situation I was told I needed to repay $1300 I already paid, plus an additional ~$600.
The tow yard they partner with keeps their phone lines off during business hours, and has limited hours of operations.
On 1/4 M&T mailed me another letter full of inaccuracies, and told me I had to take action by 1/8. Letter was received by me 1/6, after their tow yes closed - due to their hours and appointment policies I received late notification preventing me from retrieving vehicle.
M&T’s customer service (phone) provided incorrect information on 3 instances, worsening the overall situation.
With the way m&t handled this I have been scammed out of my vehicle due to their “system sync issues”.
I want the $1000 owed to me for the multiple improper notifications, and written confirmation that my liabilities are over.Business Response
Date: 01/23/2023
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: 01/25/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. M&T’s response is full of inaccuracies and deflection.I have date/time stamped call logs, written responses from M&T and audio recorded calls with their customer service departments that prove my case. M&T stated what they did, but left that the t the fact that somewhere their systems were out of sync. My loan is paid with nothing being past due as of the date M&T attempted to notify me about repo - it was paid to current before they even tried mailing a letter to an outdated address. Again, I have confirmed multiple times M&T had my current and correct information on file - they just didn’t use it. NJ state law & statutes are clear about these things and M&T is in violation of my consumer rights to the tune of owing me over $1000 in fines. They ignore the written messages I’ve submitted to their CAMS system, all my proof, and the truth. At the time of repo when all of these errors in M&T’s part were uncovered I informed M&T i would not be making any additional payments, or repaying the $1300 I already paid. I don’t even know what else to do or say except to point out that M&T is relying on false information to exploit me and violate my rights. I am fully prepared to engage legal representation, and have already contacted news media and elected officials. Regards, *** *****Business Response
Date: 01/27/2023
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: 01/30/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I am still waiting for this to be made right. M&T has violated consumer rights laws, and owes me over $1000 in fees/penalties because of it. They continue to provide false info attempting to absolve themselves of blame and responsibility. Regards, *** *****Initial Complaint
Date:01/13/2023
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.
On 1/13/23 I went into M&T Bank in Largo, Maryland. The reason I went into the bank is that I had just gotten Letters of Administration from the Orphan’s Court in Prince Georges County Maryland for my deceased father (****** ******) and I wanted to close his account. I arrived at the bank around 2:30 PM and after approximately 40 minutes with practically no acknowledgment I was eventually asked about the reason for my visit. I explained about wanting to close the account (~$2,500) and provided the Court document and a recent account statement. I was asked how I wanted the funds and the bank representative went to the teller area. He came back and told me I needed an original death certificate. I had a copy but he said that was insufficient. I then complained because I came to the same branch in 6/22 with my mother to close out the account and then we were only told that we needed the Letter of Administration. I felt like they were playing a game of bait and switch & I asked for a copy of their written policy. The employee said he couldn’t find it. I then asked for the names of the personnel that had a part in the decision and that information was not provided. A bank representative, Mr. S****** (sp?) came to assist me. He took my information and the copy of the death certificate then said I would get a call, but they did not close the account or provide me the funds. I asked Mr. Seymour for the written policy regarding closing a deceased person’s account and he said there was no public policy just procedures that use, which means they can change the practice at whim depending on whom they are serving. This is not right. If I had been told in June that I needed to give them an original death certificate I would have come prepared, but obviously that was not the procedures they were using that day. In addition to having very bad customer service, their practices that could easily be discriminatory. I did call and leave a vocal complaint with the M&T main number.Business Response
Date: 01/30/2023
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:01/13/2023
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.
I suffered a loss at my house from Hurricane Ian. I filed a claim with my insurance company and was eventually cut a check to cover some of the damages. This bank requires that the check be endorsed and submitted to them. It now sits in my escrow account because they require 3 times the amount of paperwork to have "my own money" sent to me to cover the damages. This has been 3 months of pure mismanagement and now they are keeping my money hostage. My home has been partially fixed (a new roof) but the company remains unpaid and I paid 3,450 to have the tree removed from my house om 9/30...and that money remains sitting in escrow. I have been harassed for payment, even though Florida was in a State of Emergency. To say my nerves are shot and my patience has run thin...just to put it mildly. I have spent hours on the phone trying to figure out how to navigate this POORLY run process. I am a Special Education Teacher, I do not work in the insurance or banking industry. I have basically been expected to figure this out on my own--and good luck trying to talk to a supervisor.Business Response
Date: 01/31/2023
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:01/13/2023
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.
When my account was opened I was not verbally told about there being a fee of $50 to close my account. Also when calling to close my account I ws not told about a fee to close my account until I called back to close it. I was told because I had a balance of 10.75, I needed to spend it. I spent 10 of it and now there is a balance of .75 cents in my account and I want it closed and am not near a mtb branch. I was told that I'd have to write a letter to close my account. I'm not going out my way to close an account when it wasn't explained but everything else about the account was explained verbally.Business Response
Date: 01/24/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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