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:10/31/2022
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 father is 93 he got sick and ended up to come stay with me a few months. He has received all statements at my home since being there he didn't receive his October 2022, I called M&T and explained this to them that hes been getting them , she in return tells me that they never send any banking information to a forwarded address so i asked if they have online banking she said yes when i went to enroll it wouldn't let me i called customer service first thing the lady was super rude. She told me my parents created a account in 2008 when i tried to explain to her my parents don't use a computer , they don't even know how to use a cellphone, and even if they did create a account that was 14 years ago how would he remember username, and password. She said put him on the phone i will do it with him i said he is 93. before i could say anything else she hung up on me THE CUSTOMER, And my parents have banked with then over 40 years, I called back the second person told me she couldn't connect me to a supervisor. If my dad hadn't banked with them all of the years i would close the whole account out, never had such horrible customer service and someone so rude , one good thing out of all this i do have her name and id #,
Business Response
Date: 11/03/2022
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:10/28/2022
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.
Requested bank statements on closed account with People's Bank on 9/19/22 by fax to ******* **** at People's United Bank, Barre, VT (fax ###-###-#### as provided when calling the branch). Visited bank in Barre, VT on 9/21/22, called and left message on 10/6/22, called M&T Bank (new bank that bought People's) customer support line (###-###-####) this morning 10/28 10:25 am and spoke to Shaki and requested a place to fax my request with guardianship paperwork as the account was my brother's that I am guardian for. Then, when she wouldn't give me a contact, I asked for Vermont regional manager from the corporate team. I then let her know I was tired of the refusals for assistance and would be filing a complaint against the corporate bank. They seem to be disrupting customers everywhere as I hear from so many how horribly this purchase has gone. Please help me get to someone who can get prior years closed acccount statements before they are deleted from People's records.Business 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.Customer Answer
Date: 12/02/2022
Good afternoon, M& T bank had offered the bank statements I requested within 2 weeks when they wrote on 11/9 and they have not been received as of 11/30/22. Please re-open complaint as it doesn't make sense to close complaint when they wrote they would send but have not yet. Please don't close until I've received the items requested or I can file another complaint if you prefer. This keeps happening that BBB is so anxious to close complaints that they aren't really resolved. Losing faith in BBB as you don't see anything through anymore. ******Customer Answer
Date: 12/09/2022
Consumer emailed BBB outside of complaint: M & T Bank has called and wants my address which is on the complaint, I've spoken to them back when this complaint was first filed, they have all of the info, and I can't call them due to my schedule. They are stalling. They have everything in the complaint and the request and the initial call to get these delivered and they are purposely not doing it so this times out again. Please ask them to get them sent asap overnight now. ******Customer Answer
Date: 12/12/2022
Consumer emailed us again outside the complaint system: Thank you. I called, reluctantly, the M & T Bank on Thursday, 12/8, and let them know how upset I was that they still have not delivered the statements they said they would in early November. I asked the woman to stop calling for silly reasons since my address is on the original request in the complaint and the BBB information, so they are stalling. Please note that she did not indicate when I would receive the statements. ******Customer Answer
Date: 12/13/2022
Consumer emailed the BBB outside the ODR in response to my request to clarify the address: Good morning, **** - I listed the address to send them to on my original request, on my complaint to you, and that is still the address. There is no need for anyone to try to find an address or to verify an address. After I told the person that called from M&T Bank how upset I was, they sent the statements and they were received yesterday. I appreciate their efforts and yours to help. I haven't had a chance to review them to see if they are all there or if all of the cancelled checks are there but I will look soon and let you know a final status. Thanks, ******Business Response
Date: 12/19/2022
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: 12/19/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this only partially resolves my complaint. It is unlikely that it is truthful what was written by M& T Bank based on recent experience with them. My address on record since my September request, and on their 11/9/22 letter is correct, and yet I did not receive the statements in November as they indicated. They now have said they were lost. Who got them? Why would they be delivered somewhere else? Who has our personal banking information? What are they doing to ensure our privacy is not violated if they sent it to someone else? There have been zero issues with receiving mail from anyone and the copies sent in December arrived with no issue, as does all of my other mail, so the M&T Bank excuses seem outrageous. They did send the statements when I filed a follow up complaint with BBB, and they sent them as I requested overnight and I received them finally, 3 months after requested at my same address. I appreciate that effort to fix their lack of response every previous time since the original Sept request. This is an awful bank for service, and people are moving accounts out of their bank like crazy, so they will get what they deserve. For now, I caution anyone working with them to keep everything in writing, because they like to call, act like they are going to help, and then not. If it were not for BBB, it is guaranteed that they never would have sent the statements. I appreciate BBB's continued work for consumers so much and hope M&T Bank learns to be truthful, cooperative and more customer focused. Regards, ****** *******
Initial Complaint
Date:10/27/2022
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 contacted my bank about this matter numerous times ******* ******** i been cancelled my insurance after i giled a complaint with yall been harrassing phone calls m&t bank credited me $172.00 yesterday when they still owe me for the other 3 claims . And i cancelled the policy within the 45 days its been where as do a man from the insurance company poped up at my door demanding me to keep there insurance etc. I informed the bank i filed appeal and want my money back from6/8-7/8-8/8 $172 for each month please help me so the bank can refund me my money backBusiness Response
Date: 11/04/2022
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: 11/15/2022
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 reject what m&t is stating i told the representative to cancell this insurance. Regards, ******* *****Customer Answer
Date: 11/16/2022
I told them in the begining of August didnt hive a date and i spoke with the insurance man via phone call and as m&t can see that that the insurance company is playing games if it wasnt a problem i wouldnt be requesting my money back .. amd again they wouldve sent a representative out to my residents to rry to change my miind after i cancelled and contacted bbb.. my phone has been restarted do to it being messd up so i dont have any august phone records in prior and before then to send you this is notfair on my behalf cause this my money that was taken. Consumer sent additional email Wed Nov 16 3:11 pm: And it was still in the 45 day grace period for cancellation of the insuranceBusiness 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:10/26/2022
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 called M and T bank regarding a pending refund from carmax and they told me it would be in my account the next day. I asked a supervisor which I spoken to the same day to see if they can rush the funds in my account they said no it will be in you account after midnight on the 26th. The 26 th is here and the funds are still pending. I called they said oh sorry it will take longer I told them they said it was gonna be today she said I see notes it it’s not and it will be 3-5 days I asked to speak to a mgr alline mb**** told me I need to call carmax and get some type of form. Why should I do that if I was given the wrong information in the first place. All they kept saying was sorry instead of finding a responseBusiness Response
Date: 11/07/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:10/25/2022
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.
This bank changed companies last month ,when I called to reset my online account I was met with condescending rude people.
I spent almost 3 hours on the phone only to get hung upon by a supervisor. then on my second attempt, the "supervisor" tells me "there's a problem with your account." I requested another supervisor. placed on hold, after 40 minuets.
I was tired of holding so I hung up. called back, spoke to the bank supervisor, told her what I experienced, she apologized, took my # said shed look into in it and someone sould get back to me.............................I waitBusiness Response
Date: 11/04/2022
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: 11/07/2022
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:10/24/2022
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.
To whom it may concern,
I am writing to you in regards to my M&Tbank Market Advantage account ending in ******. On 10/11/2022 in my CREDIT column was the amount of $0.01, by the name David K***** acctverify,and on 10/11/2022 was $0.67 by the same name David K***** acctverify.i was informed thats the way they can gain access to your account.
on 10/13/2022 they with drew in the amount of $46,504.55 from my account ending in (6157) by cardmember serv.web pymt.,also on 10/13/2022 they also with drew in the amount of $11,000.00 by unify fcu acctverify.since i was HACKED both savings & checking accounts have been closed out,and new savings and checking re-issued.M&T bank gave me case id dispute # ******** on approx. 10/17/2022 by the name of Jennifer.Thank you,any questions i can be reached at ************,or e-mail at ******************Business Response
Date: 11/02/2022
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: 11/14/2022
To whom it may concern,On 11/7/2022 I received a letter from M&T bank that I was credited the amount of my disputed transaction to my account.PAID IN FULL.Thank you.Initial Complaint
Date:10/22/2022
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 asked for both my checking and savings accounts to be closed almost a year ago. I called a few months ago because I was still getting mail and was told they were closed. I just received mail with a negative balance in the savings and called today. I was told again they were closed. When I stated I had just received mail regarding a negative balance of $22, the representative looked again and then agreed and stated that it was just closed last month and sent to collections. I asked for the call to be escalated and the call somehow cut off. This bank kept my account open after repeatedly asking for it to be closed, charged me fees and then sent me to collections. This is so unethical and such poor treatment of customers.Business Response
Date: 11/07/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:10/22/2022
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.
On 10/4/2022, My husband and I opened accounts with M&T bank. At the time, I was in the process of starting a new job. So, I made small deposits and switched my direct deposit information to M&T. On 10/20, I received a paper check from my employer, the City of Holyoke. I am an Assistant Principal in the Holyoke District. The check amount was 4,498. After trying to mobile deposit, a customer representative instructed me to deposit the check.
On 10/04/2022, My husband and I opened new accounts with M&T Bank. I made small deposits when we initially opened the accounts. I was in the process of starting a new job as an Assistant Principal in the City of Holyoke. I set up my direct deposit but received a paper check for my first check on 10/20 and after talking to a representative. I deposited my check at the ATM. On Friday, 10/21, at 6:00 a.m., my account was negative 4.498.00. I called and spoke to another representative and was told that although the check had been posted, it hadn't cleared, which was the reason for the negative balance.
By noon access to my account had been blocked, and I was prompted to call the customer service line. When I reached the representative, I was told that a legal block had been placed on my account and that he would transfer me to the Fraud department. He moved me, and I was on hold for 40 minutes before the call was dropped. I called back, explained the situation again, and was on hold for 1:58 minutes. No one ever responded, so I went to the branch. I spoke with the branch manager, who took a copy of my ID and showed her my detached pay stub from the check. While she was charming and friendly, she asked why my check was for so much and that the amount didn't match with two weeks of work. She called the fraud department, and they also put her on hold. I was there for an hour, and nothing was done. I called again on 10/22/2022 and filed a discrimination claim with that customer rep. I still don't have access to my account.Business Response
Date: 10/28/2022
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:10/19/2022
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.
Requesting a refund of $54.00 from M&T Bank, for returned payment fees assested by Southern CT GAS CO. I spoke to a phone representive at M&T Bank to obtain advise on how to make bill payments over the phone to various companies. My main question was "do i need to update the routing number with the companies, she said no. If you made payments with the companies before and using People's United Bank, now M&T you do not have to change the number. When the payment were made in September and Oct 2022, they never showed up as transactions on my online banking log as attempted for payment. or rejected.I spoke to the gas company first and they stated their files, did not reflect any reason for the rejection, yet the payment wer rejected I then called M&T Bank again after 10/9/2022, when I received by 11/5/2022 Gas bill with the fee's listed and called M&T Bank and spoke to a different customer service rep, she told me, I was making the payment wrong, that the correct procedure, when making a payment by phone and the company does not save you banking information, that the new M&T routing number had to be provided. the Gas co. Iam requesting that M&T Bank refund me $54.00 for the fee's, I spoke to a customer service rep today 10/19/2022, and she refused to refund my money. FYI, I have been a People's Bank Custome for over 30 years and I am applauded by the service of M&T. I have been a customer with the Gas Co. for 25years and never had this problem. They hold payroll funds, for about two days, and other problems.Business Response
Date: 10/25/2022
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: 11/01/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ***** ****** Thank you for resolving this issue with M&T Bank.Initial Complaint
Date:10/19/2022
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.
My local bank I've had for decades was recently bought out. M&t bank took over my accounts. When it was Peoples Bank, there was an online option of ,"people to people" transfers. I have been paying my rent through this option. Since M&T has taken over, their only option for person to person transfers is through the software program Zelle. I went through the process to sign up and send money to my landlord. My landlord was automatically put on this" suspicious person" list by Zelle. I was instructed by the bank to call and clarify if their security flag was in error. I am now in my second week of attempting to get through to the customer service number provided in the M&T emails regarding this fraud alert issue. I have clocked almost 4.5 hours of attempting to get through to anyone in Customer Service. The call system does not provide an average wait time nor is there any "call back" to indicate when your up next to speak to a representative. Not only am I late in paying my rent but I still have no resolution in order to effectively utilize my online banking. I am considering switching to a local credit union as it's apparent this corporate bank is too big to provide quality and timely customer service.Business Response
Date: 11/02/2022
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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