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
- 730 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:11/10/2022
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 have a mortgage account set up with M&T bank. This company has given us nothing but troubles. We were behind on our mortgage due to COVID, and me being released from my employer during COVID months. We have been trying to catch back up on our payments. I applied for the Texas Homeowners Assistance Office in the state of Texas. I was approved for an amount of $65,000. The check was sent to the mortgage company and they received the full funded amount on October 12, 2022. I have called every week this year and continue to since they got the funds. It has been a month now and they will not credit my mortgage account. I have been in full contact with the case manager for the Texas Homeowners Assistance office and she told me that they should have processed the funds when they received them. Now today, November 10, 2022, I was told by my case manager that this company sent the full amount of funds back to the State of Texas. They will not give me an answer, they threaten me, send someone to my house every week to inspect our home, scare my children weekly, bang on my doors. I've requested that this company stop sending someone to my house weekly and they do not care. Now the funds are back in Texas and my house is in foreclosure, ready to be sold. I've been told that my house is going to have the locks changed, me and my family will be locked out of our home. They threaten me weekly every time I call them.
Business Response
Date: 11/22/2022
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:11/09/2022
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 November 8th2022 I attempted to open a business bank account online but got a message that I need to go to branch and to .are an appointment. I made an appointment for the next day. On November 9th 2022 I go for 1130 appointment I am early but still wait 10 min past till someone( not the person I was schedule to meet) take us to the back. There we are told it can't be done today I would need to leave my documents and come back. Why wasn't this expressed with the list of things to bring?Business Response
Date: 11/21/2022
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:11/09/2022
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'd like to report a mortgage company that my previous company, United Wholesale Mortgage sold our loan to, now it will be with M&T Bank. I was wanting to discuss some issues with M&T bank, including my loan amount CHANGING, without my consent or signing any paperwork stating I was in acceptance of that. Every person I have spoken to (or TRIED to) won't get past ONE question the fact they are INSISTING I identify myself with either the first 5 of my social security number or the last 4 of that number. My issue with that is I have NEVER identified myself by my SSN. No alternative! It is CLEARLY STATED on the back of my S.S. Card, "not to be used for identification pruposes". And I now have M&T Bank telling me (by Multiple people) that is the ONLY way they will assist me with my loan questions. Corporate policy, not mine.They lied to me SEVERAL times throughout my phone conversations with them, including 2 upper level supervisors, and I was told different information by All of them. One insisting that I would not have to enter my SS number at their website portal to establish a pin number in place of the SS number, but when I went to do that, it absolutely ask for my SS number in its entirety. So, again, was misinformed and frauded by a bank I never asked to be associated with, or certainly, have my mortgage loan held by them. I personally would have never chosen a company that is so insistant on enforcing a corporate rule that works for them, it should be a point having resolution with a customer, a different alternative. NOT ONLY ONE WAY of identifying who you are. I am asking for the BBB's assistance as I spent well over an hour on the phone with them, and NEVER was able to get past their ONE security question and I have not had ANY of MY issues or concerns met. I have no way of communicating with the people overseeing my loan.Business Response
Date: 11/15/2022
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: 11/16/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Our entire issue was NOT resolved. Our entire issue was the use of my social security number. You have not provided any alternate or proposed any resolution and therefore are rejected. Because M&T Bank says so isn't a reasonable response. We are forced to be customers due to our loan was sold to M&T Bank. Not our choice and not our decision. We suggest you accommodate our needs. Regards, **** *****Business Response
Date: 11/18/2022
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:11/08/2022
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.
Hello, I had an M&T Bank ATM Card and on two occasions fraudulent ATM withdrawals were initiated from my bank account. This occurred in two financial institutions, one of which was ***** Bank about 1.4 miles away at an ATM, and another at M&T Bank. Both of these were in my city, on one of our most busy streets (Monroe Avenue in Rochester NY. Both transactions were reported within 24 hours and a dispute was opened. The first for $250 in fraudulent withdrawal, at the local *****. The result from M&T Bank was that it was my fault and reversed a temporary credit. I did not at any point give my card or pin to anyone (who does that?) neither was the card out of my possession at any point. In fact, I can't remember when the last time I took a withdrawal at all, we use my husband's ATM card. Next, I closed the card and obtained another ATM card, with a different pin. Just a few weeks later another fraudulent withdrawal of $500 was taken. I went to the branch where this occurred (M&T Bank) and brought a Police report. I asked if they needed anything from me, Picture etc. The bank representative stated it was not part of her job and that security will contact me if needed *(they never did) The results from this round of investigation was the same, the bank cited the fault with me and took the $500 credit out. The M&T Bank representatives often asked me "who I gave my pin to?" Who would do this in the first place, especially after the first fraud issue? I tried to reopen the case with M&T Bank, but the bank is refusing a reinvestigation. I can't understand why the bank doesn't understand what the Police stated, it could be any number of fraudulent methods used for this crime, from skimmers, shammers, bank errors, internal bank, mail fraud, representatives and other sophisticated methods. I believe they are breaking the law, (Regulation E) and now I canceled my Debit card for that account. ******* ******* ************ *** ***** ***** ************ *** ***** ** **** **********Business Response
Date: 11/16/2022
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:11/07/2022
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 paid off a lean on my car and have yet to get any paperwork for it, I have called numerous times and I haven't been getting any help.Business Response
Date: 11/10/2022
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:11/06/2022
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.
Account ending in **** Purchase was made June 28, 2022 Installment loan for RV Home address is **** **** ** ***** ******* ** *****
When my account was first opened, I created an account and attempted to set up auto pay with the app.
August 24 around 8:20 am central time I called the phone number I was referred to online I spoke with Tyneshia Winder [email protected]. She walked me through the process to get my account set up for auto pay. The process took time that morning. I completed the docusign and provided all documents required to set up the auto pay. She processed 1 payment on that date for the August payment and assured me the auto payment was set up and going forward the payments would auto withdrawal from my account.
I received a call today from Damon J and he informed me that there are NO NOTES on my account and auto pay was never set up. I have not had a late payment on my credit report in more than 10 years. This is very upsetting. I also provide personal information to Tyneshia ****** and none of those documents are in my file. This is something M&T bank needs to investigate. Where are my personal documents, I sent to her and why are there no notes in my account with M&T regarding her transaction with me? Why was auto pay not set up? Tyneshia Winder did not do her job and now I am at risk of having a 30 day late. I was informed I am 35 days past due.This email is 2-fold. Please check recorded records of my conversation with Tyneshia Winder and if she is still employed with M&T ask her where my documents are as they are not in my account. Why were no notes made when these arrangements were made. I have emails from her, and my email address was never uploaded to my account I had to give to someone today to add to my account. Secondly please remove any negative reporting on my account. . EMAILED CREDITBUREARURESEARCH NO RESPONSE AFTER SEVERAL EMAILS AND DAYS. AUTO PAYMENT STILL NOT CONFIRMED SET UP.Business Response
Date: 11/23/2022
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:11/04/2022
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 11/3 I tried to use the m&t mobile app to send money. Upon attempting to send it, i got a message that it was being flagged as suspicious. It was under $500 and I had to log in with my password to send it. I was offered a number to call and spent over 2 hours on hold.
This is in addition to them not sending me a debit card when they took over my old bank, taking over a week to send me one with a broken chip, and then refusing to send me a new one. They said i could just swipe the card. Then they flagged it for fraud for swiping. They finally agreed to send me a new card, cancelling the old one and leaving me with no way to access my money.
In the month ive had an m&t accou t ive been unable to access my money for 2 of the weeks and now i cant send money using their service.Business Response
Date: 11/18/2022
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:11/04/2022
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 loan is with M&T and State Farm is sending me a check for damage and the check includes my name and M&T name. I have been trying to see how to get this check endorsed and not able to contact anyone from the mortgage department. This is very serious and repairs need to be made. Please advise. I live in NC and no M&T banks are located in NC.
Thank youBusiness Response
Date: 11/09/2022
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:11/01/2022
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.
One of the bank Representatives lied to me the bank keep contradicting themselves about my money transaction, to cover up their mistakes I'm asking that the better Business bureau do a thorough investigation all these people and their training they're allowing scammers to take people money through cash app through their banking system straight out of my account I made a payment to try to purchase a website and have someone upload some goods to the website do cash app they didn't follow through, so I called my bank to try to get my money back explain the situation to him he said okay no problem as long as the transactions shows up on his baking screen he'll be able to get my money back with no problem it showed up on his banking screen he gave me my money back no problem at this time he knew that I did it to cash out he said that's okay as long as it shows up on his banking screen today the reverse the process and take the money back out and say it that the revision was overturned not on recorded lines today they tell me they can't get money back to cash at but on the previous quarter line that they put the money back into it the first time he okayed it knew that it was coming through cash app and said it should be okay then ask me for my email verify my address or anything to get me a Fighting Chance to give them information even if they were to overturn so the big problem is if one person telling me that the bank can't get my money back but the first Bank representative clarity states on the recorder line that it's okay as long as they can see on their banking screen to reverse should be okay either the banking take the responsibility for negligence give me my money back or something has to be done with the whole system because it is on the recording line that they breaking their own rules and have nothing to say to me, there's nothing they could do about it if this is a real Bank why don't fraud protection cover negligent employees I want my money back can youBusiness Response
Date: 11/16/2022
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:11/01/2022
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.
In 3 separate transactions, $500, $200 and $250 were stolen from me through Zelle. I was denied reimbursement. Sat on hold for 2 hours and no one answered the line. The same day someone stole $72 from me the same way, through Zelle and I was reimbursed. I would just like my $950 back. I don't think I have ever filed anything like this before and I have only used zelle 1 time in my life, 2 years ago. Banks are supposed to protect our money.Business Response
Date: 11/08/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.