Complaints
This profile includes complaints for M&T Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 731 total complaints in the last 3 years.
- 256 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:12/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Tuesday, 12/27 I attempted to deposit $1700 in cash in the ATM. I entered my card, pin and the ATM took the cash and then received a error message, ATM kept the card and said I had to go into the bank. I went into the bank and filed a dispute (direction of the teller) and the retrieved my card for me but did not give me my money or credit my account the money they would I assume need to investigate due to the machine error. It has been 2 days and I still don't have my money. This was not a check. This was cash. There is no phone number for me to contact that investigates this. I spoke with the bank yesterday and was informed I should have been credited the money while they investigate on their end and that she would look into this and get me an update. She called me at 3:30pm yesterday and advised she did escalate to a manager and heard nothing and also reached out to the department who handles this to credit my account and heard nothing back. I called back this morning and they were too busy to discuss, would not provide me with the district manager information. I am two days without my $1700 cash on no error I committed. This is theft.
Business Response
Date: 01/12/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 01/12/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will note however it was never acknowledged that they placed a 4 day hold on my cash deposit when it should have been an immediate provisional credit. I did eventually get my money but should not have had to wait 4 days for it for an error on their end. Regards, ****** *****Initial Complaint
Date:12/28/2022
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 sent me a letter stating that I did not have insurance on my home for my home loan. I do have insurance I tried to contact them but they don’t answer the phone and they have no email address. I was going to provide my proof of insurance now they’re threatening to buy insurance for me at a higher rate I want them to cease us this action and recognize my home insurance with Progressive.Business Response
Date: 01/06/2023
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:12/22/2022
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.
Without notifying me or my wife, M&T Bank sent autopayments, scheduled for 12/23/22, in the total amount of $1,060, a full day early. We never would approve such early payments. We schedule the autopayments for every other Friday to coincide with our pay from employers. The surprise early payments resulted in a negative balance of $-976.31, and M&T will charge overdraft fees based on its unauthorized early payments. We have sent an official complaint form to the NY State Dept. of Financial Services, but that will take a long time for review. Calls to the bank resulted in, "Please call back later so we can determine which payments were electronic and which ones were paper checks."Business Response
Date: 01/05/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 01/13/2023
I read the reply from M&T and find it unacceptable. I called the number on the letter and left a message. The scheduled withdrawals DID NOT fall on a holiday and M&T Bank knew that we had a scheduled deposit the day after M&T took our money early.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.Initial Complaint
Date:12/22/2022
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 made multiple attempts to close an account and transfer funds. I have provided all of my information.
I was asked questions that we could not provide such as the date the account was opened and the amount of the initial deposit.
I was told to order checks and write a check to myself for the withdrawal amount.
When I made a request for check I was again told that I did not have the required information to do so.
I have worked in banking for over 30 years and have never heard of this being a compliance requirement.
Can someone please assist with closing my account and getting my full balance transferred out.
Everyone that I spoke to was not able to assist and unable to provide any options.
Thank youBusiness Response
Date: 01/06/2023
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: 01/09/2023
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.
I did receive a call to help with closing my father's account. I am still awaiting the funds. I also advised M&T that the address they have is not correct for Mr. ***** and if they mail the response letter to that address, it would not be forwarded to Mr. *****. It appears she is mailing it to the address of record anyway. I do not see how Mr. ***** will ever get the response letter if they do not send it to his current address. Final resolution will be when the account is closed, funds have been received and we receive confirmation that this problem is now resolved. Regards, ****** *****Initial Complaint
Date:12/21/2022
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 recently was awarded 100% disability from the Veterans Affairs and am now property tax exempt. I submitted all required paperwork around the end of October of this year. I have a money overage sitting in my escrow account at M&T bank. Its been 2 months and I have yet to be refunded my money, I was originally told 5 business days. Numerous employees that I have spoken with regarding this matter have all said different reasons as to why my money has yet to be refunded. The tax exemption is a huge difference in my mortgage and that has yet to be adjusted. I am now late on a mortgage payment for believing false information that was provided to me by M&T Bank. Please help me.Business Response
Date: 12/28/2022
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:12/21/2022
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 locked my online access to my account, they indicated I have to go to the branch to resolve this issue. However, I have moved and is travelling outside of M&T foot print and could not visit a branch. I have spoke with their Fraud team, customer service, Branch, and Executive Complaint team on numerous occasions and no one is willing to resolve the issue M&T is illegally holding my fund and prohibit me access to my checking account.
ACCOUNT NUMBER
**********Business Response
Date: 01/05/2023
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:12/19/2022
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.
High level concern:
1. Unable to pay a bill using online bill pay.
2. Unavailable or incapable staff who can handle issue
I attempted 3 times today Dec 19,2022 a bill that I have due soon for a large amount.
Online system gives this error “this action is unavailable at this time. Please try again or call CS M-F 8am to 9pm.”
My first attempt was before 8am so I tried again mid day w the same result. I called CS. I was told my acct had a fraud alert and I’d have to speak to the fraud dept. I was on hold over 40 minutes waiting for this group to pick up. I gave up. I decided to go to the branch and have them resolve it.
At branch only 1 person was helping customers with non-teller activities (in the cubicles). That one person was helping an elderly customer and needed a teller transaction. He got in line behind 10 customers to stand in the teller line. I asked if he really intended to stand in the line. He said yes so I asked if somebody else was available. He said no. I said I see the branch manager in their office. He said that he’d have to ask if they were willing to help me!
The branch manager came out. He attempted to help. Shocked to find out his only recourse is to call the same phone number I did from home and speak to them. After being in hold in his office another 20-30 minutes I said I was done waiting. I left and he continued to hold.
He called me later and said the fraud alert was already removed and I should be able to pay when I get home.
I tried again and got the same error.
1. Your online staff and your branch staff are inadequately staffed.
2. If branch staff have no advanced knowledge, services they can perform, or cannot cut through the red tape you may as well run an online bank only. Phone liaisons are not acceptable.
3. Transparency- the online error is misleading and provides no transparency. I appreciate you are trying to detect fraud but why allow the customer to process, collect internally the high risk items, and then you reach to client to verify.Business Response
Date: 12/29/2022
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:12/14/2022
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 had an RV loan with this bank. Loan # ******************** for a 2023 ******** ***** van. We traded in that RV for a different RV. The dealer for the new RV sent $127,000 to M&T bank for the payoff of the van. The remaining balance on the loan was $125,938.91. The payoff occurred on August 24th, 2022. That leaves a difference of $1,061.09. I have reached out to M&T Bank several times asking when I will get the difference. They deleted the loan from my online account so I can't access any information on this loan. I requested they send me proof of the payoff amount sent by the dealership. A month later I only got previous statements; nothing showing the amount paid for the payoff by the dealership. Almost 4 months later, we still have not received our payment owed to us for the overpayment.Business Response
Date: 12/28/2022
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:12/13/2022
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 had continuous issues regarding my mortgagewith M & T Bank Mortgage.. My payments are never paid on the date submitted. Furthermore, when paid using my banking company, they show proof of payment. Yet, somehow the payment then is reported as insufficient funds by M & T Bank Mortgage.
In addition, my loan is a 30 year fixed loan. However, on my credit report it says I have a 46 year loan. I never signed any documentation for this to be accurate. I have proof of them admitting that I have a 30 year fixed mortgage. They also indicated that they are now a middle man for the company that is my mortgage lender. I've received no documentation from this company. My interest rate has increased as well.Business Response
Date: 12/28/2022
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:12/13/2022
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.
Tried to contact M&T Bank fraud department on 2 occasions. 11/21/22 and 12/13/22. First occasion I was on hold for 1hour and 46 minutes. Second occasion I was on hold for 39 minutes at the time of this writing. Totally unacceptable when it comes to discussing credit card fraud on my M&T Bank Visa card.Business Response
Date: 12/27/2022
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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