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
- 728 total complaints in the last 3 years.
- 253 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/29/2022
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.
My mortgage has been in forbearance for quite some time. April 2021 I applied for help with the PA homeowners assistance fund. M&T mortgage company encourages their customers to apply for this help. But now almost a year later M&T keeps telling me that they don’t have any indication that I’ve applied for this help and they haven’t been contacted by the organization. When I call PA Homeowners assistance they keep telling me that M&T will not respond to their request for information so they can pay our past due balance. This has become a game. My mortgage will go into foreclosure December 17th and I feel like I have no help. Please help me resolve this. We have already received help to pay other utility bills so there is no reason why this isn’t being taken care of.
Business Response
Date: 12/13/2022
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:11/29/2022
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.
09/22-10/22-11/22. I made a payment towards my mortgage in September and October 2022. My October nor my November statement reflected any payments being made on my account. I spoke with Ciearra,a representative with MT bank, on November 21, 2022 and she told me that my payments did post and it takes time for the payments to post and reflect difference. I told Cierra that were in November and it should've posted by now. I told her I had proof and also requested to speak with a manager and the representative decline to forward the call to a manager or anyone above her and told me that no one is gonna do anything about it.Business Response
Date: 11/30/2022
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:11/28/2022
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.
On 11/25/22 a check was cashed in the amount of $1,000.00 on my minor daughter's checking account which is linked to my account. The account number on the check is different as well as the account holder's name. This appears to be a bank error for an unknown reason. I entered the M&T bank branch on 11/26/22 at approximately 9:15am located at 669 Hebron Ave. Glastonbury CT and explained the error. The first employee who assisted me was snide and appeared to have a poor attitude. The manager eventually assisted and stated I would be called later in the day. I was called later and told the error would be rectified on 11/28/22. The error has not been rectified and my daughter is still short $1,000.00.Business Response
Date: 12/08/2022
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:11/28/2022
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.
I was a People’s United Bank customer for many years but M&T Bank took over People’s and I have been unable to access my money with the ATM card M&T sent me.
Right now I am on hold with the bank’s fraud dept. for the second day in a row and it’s been 1hr.44min. wait so far (at least that yesterday) and still no one answers. Luckily I’m not reporting fraud, I’m just trying to get money out of my account with my new ATM card….but what if I was a fraud victim? This wait time is unacceptable.
But the point is that M&T appears to me to be operating some sort of scam by with holding my cash from me. This has been going on ever since M&T took over. I have to call every time I try and withdraw cash and the answer I get is that my account keeps getting flagged and I am refused at every ATM I try. I do not have any M&T bank branches where I live, but I still should be able to use my ATM card and personal pin to get cash when I need it. When I call I am promised that this issue will be rectified but it is not (and I’m still on hold 1hr. 51min.).
Something is really rotten here and I am extremely concerned that M&T may be in financial trouble. What bank refuses to release your funds, makes you wait on hold with the fraud dept. over and over again even though this is not a question of fraud, then tells you that it’s been straightened out only to have me return to the bank and STILL BE DENIED MY FUNDS?
Very scary and upsetting……and still on hold.Business Response
Date: 12/13/2022
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:11/25/2022
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.
Purchased an online purchase and M&T put a hold on my account. I literally was on hold for 3-4 hrs with no help from the fraud line to get my own damn money back or to go through! I've been a customer since I was 16 and I'm now 39...never once dealing with this issue but here we are today. Severely inconvenient and pissed off customer. ??Business Response
Date: 12/09/2022
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:11/23/2022
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.
When the change over from people's united bank occurred , I was locked out of my online banking. I called customer service who gave me a temp pin number. I'd reset my pin and the next day it would happen again. I repeated this process 3 times in as many days. Now I'm having issues with my debt card which keeps getting flagged for fraud anytime I use is. I've had to leave a cart full of groceries at the register twice now in as many weeks. Now I can't seem to get anyone on the phone. I was left on hold for an hour and 20 minutes just for someone to finally answer my call and then immediately hang up. I am thoroughly frustrated with this bank. Night before Thanksgiving , unable to access any funds and can't seem to get any help with thisBusiness Response
Date: 12/12/2022
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: 12/13/2022
I have reviewed the response made by the business in reference to complaint ID 18458432, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, ******* ******* The issue was not resolved. Ultimately I wound up closing my account and I now do my banking elsewhereInitial Complaint
Date:11/22/2022
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.
I have a concern about some individual by the name of Santora ******* in the mortgage division of M & T bank in jamestown NY who came across as being very arrogant and rude as I tried to refinance two mortgages with M & T bank . He told me point blank over the phone that since I don't own any of those properties I can't refinance them , People refinance their mortages on a daily basis around the country without owning the property outright , therefore I find his comments to be erroneous and strange . I suspect this individual could be engaged in racial profiling and should be placed under close scrutiny .Business Response
Date: 12/05/2022
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: 12/06/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards, ****** **** Please pay close attention to the complaint that was submitted . The complaint wasn't about kevin ******, the complaint was about another loan officer who I believe could be working in the same branch as him and whose name I didn't remember and who was rude over the phone when I inquired about refinancing this is what the complaint was all about . I wanted to bring this to to the attention of M & T . I don't understand why Kevin gentry would suggest that I contact them again should I consider refinancing . His very same co worker made it clear that the program wasn't available . This type of vague answer does create some confusion ..Business Response
Date: 12/13/2022
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: 12/16/2022
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:11/21/2022
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.
We were approved to receive Nebraska state assistance through the Nebraska Homeowners Assistance Program for mortgage payments from up to Dec 2022 payments. M and T Bank refuses to remove late fees that occurred due to the payments being received late from the Nebraska Homeowners Assistance Program. We only qualified for this assistance due to the financial troubles we found ourselves in after my husband Alan was in the hospital and nearly died from Covid. M and T refuses to remove late fees or the negative reporting on our credit bureau despite that the Nebraska Homeowners Association has sent them payments and letters requesting late fees be removed and negative credit reporting to be removed. I also called and asked them to remove them as a courtesy due to the situation and the refused to help us.Business Response
Date: 12/07/2022
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: 12/08/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards, **** ****Customer Answer
Date: 12/10/2022
I just need you to communicate with my mortgage at m and t mortgage. They still are charging me a late fee for a payment you sent late and there's a missing payment somewhere that started with the September payment.
Business Response
Date: 12/22/2022
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:11/21/2022
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 walked In the branch located at 4915 Executive Park Drive, Columbia, MD 21045 and asked for assistance with making a withdrawal and purchasing a cashiers check for my business account. I was greeted by Ms. V*******, after verifying my account details, and presenting my id, and asking a number of probing questions about the type of business I own, Ms V******* said the funds in my account were showing as not available and I could not make a withdrawal.
I let her know I had spoke with a customer service representative on the phone that morning and was informed the funds were available and that the funds were showing available via mobile banking. Ms.V******* then said I needed to wait a few days before withdrawing the funds, even though it was available in the account. After inquiring why I needed to wait to access my funds, she said "I don't feel comfortable allowing you to withdraw funds" I then asked if this was a personal decision or a business decision. She responded and said "Its personal, I don't know you, I didnt set up your account and I have to be careful about fraud" I then asked what is your personal decision based on? This feels like I'm being discriminated against since you haven't provided a banking policy or an issue with my account that leads you to this decision."
Again, she repeated she just didn't feel comfortable and does not know me because she didn't set up my business account. I then asked do you know every customer that comes into this bank? And she replied, "It's my personal decision and I'm not comfortable with it, there is so much fraud happening and I don't know where the money came from"
I believe I was treated in this manner because I am a young African American male.
Being unable to make a withdrawal from my account has negatively affected my business and cost me $1900. They held my funds for 9 days which caused me great financial hardship.Business Response
Date: 12/01/2022
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:11/19/2022
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 Saturday, Nov 19th, I went to ********** & was informed that my card was declined. I logged in to my M&T online banking and saw that my balance was negative $11000, with a $12000 adjustment. (Case# 001-01-2321000398). I immediately called M&T customer service & was transferred to a rep named Tiffany who said that "there is a problem with the routing number on a cashier's check I deposited, and that I need to speak with the issuing bank" of that $12000 cashier's check that I deposited 30 DAYS EARLIER! I asked (1) why did it take 30 days for a suspected issue to evolve? and (2) could it be that the MICR encoding at the bottom was misread? I told Tiffany that I could see a copy of the image on my online banking and that maybe some of the "dots/slashes" were read as a numerical character. Tiffany told me I had to call the issuing bank, and then call back to M&T Bank on Monday to speak with adjustment services. In the meantime, I've been a member at the issuing bank Post Office Credit Union of Maryland for over 45 years and never have I had a problem with their cashiers checks. Also, the fact that the remainder of my balance is now on hold over the weekend before the Holiday is HUGE inconvenience to me. There was no one working at M&T Bank to handle and correct this situation. Now I have to wait until Monday, Nov 21st to speak with someone in that department, and as you can see from my history, my Medicare premium comes out automatically on the 20th of the month. This situation has really disgusted me. Customer service at M&T has declined, and if this was truly a "bad" cashier's check, it should not have taken 30 days for someone to catch it. Right from the beginning, someone should have used their eyes to make any corrections. I need my money released and if I should have any overdraft fees, or return fees from automatic payments, I need everything corrected immediately.Business Response
Date: 12/01/2022
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: 12/02/2022
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 afraid that this will get pushed to the side along with ALL the other overwhelming issues M and T bank has had with their recent merger to People's United Bank. Its all over the news. So its no wonder that this is happening. Another thing that I do not understand: I've issued USPS credit union checks to other people at other banks part of the Federal Reserve System, and never has anyone come back to me to say their bank returned the cashier's check. Just recently, I issued a $5700 to ****** ***** ******* ****. Nothing was returned. So this is an issue with M & T Bank and not my personal account. I need to stress that this issue is closely related to how I survive. All my retirement money is at the USPS credit union, and my primary checking is M and T Bank. Although, the USPS credit union was kind enough to give me $12000 cash to correct this matter, that is NOT the norm. When I withdraw from the USPS credit union, very often Im give a cashier's check for large amounts.. (and I've been working at the USPS for 45 years.) I've gotten numerous cashier's checks over the years, but now all of sudden, the routing number is being rejected. I don't know why Fifth Third Bank and M & T Bank's systems are not communicating with each other, but it needs to be corrected.Also, although one of your reps stated that the routing number was not correct, several of your reps were completely uninformed and could not explain properly what the problem was. Regards, ***** *******Business Response
Date: 12/12/2022
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: 12/13/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. No one has contacted me. In 2022, when everything can be done with a click, how long does ot take to resolve the issue between MandT Bank and Fifth Third Bank??? It blows my mind that it hasn't been corrected. Regards, ***** *******Customer Answer
Date: 01/03/2023
I received a call from Ethan representing M and T Bank in NY and he stated that the issue between M and T Bank, Fifth Third Bank, and Post Office Credit Union Of Maryland has been resolved and that I should not have any issues when Im depositing checks from the Post Office to my primary checking account at M and T. As of now, I have not made any check deposits, but should I have an issue I wll file another complaint over and over again because this could have ruined me. Thank you, ***** *******
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