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:10/19/2022
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.
I am extremely dissatisfied with the customer service I received from Pete L**, Kathryn D*** (Mortgage loan specialist), and Dalice ** ********* (appraiser). Before I paid the fees, including the appraisal fee, Pete told me that if my loan was denied, I would get my appraisal fee back. he did not tell me If it was completed, I would not get a refund. Throughout the process, I received emails from various people, but almost none from Pete. The loan officer knew my debt-to-income ratio was too high to get approved, but he still insisted on getting my appraisal, which made no sense. That was a total waste of money I didn't have. Following the completion of the appraisal, I received a call from Kathryn D*** informing me that there was a discrepancy with my living conditions. The appraiser stated that "the home does not look lived in- because I had boxes in my basement and my dining room was not decorated as she thought it should be," which was false. Those remarks were unprofessional and insulting to me. I've lived in my house since 2016, and I've never moved or left it vacant. I was also informed that some minor repairs and improvements needed to be completed 7 days before closing. Those repairs were finished and delivered to Kathryn. Instead of a response or feedback, I received an email from Penny Lyman informing me that she was working on closing the loan. I received no response from either mortgage loan specialist. I emailed a few times and did not receive a response; instead, I received an email denial. I emailed again to clarify why it was denied and why I had to pay for an appraiser when they were aware my debt-to-income ratio was too high from the beginning. I emailed for information to file a complaint but received no response. I eventually found the MT bank complaint website and filed a complaint there. After all of my back and forth trying to obtain information to file a complaint, Pete finally emailed me back and said, “im sure my manager who is reviewing
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.Initial Complaint
Date:10/17/2022
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.
Today October 17 I tried to use the zelle on my MT mobile app.
I followed all the prompts correctly.
I hit submit.
I received a text.. this may be fraud or locked in error. Ok
I have tried 4 times to resolve given the number to call by M and T.
Each time I waited like a fool for 1.5 hours.
I need help and can't seem to get any. Went to bank and they had no answers and no manager for me to talk to.
Hope you can help this extremely frustrated customer.
My number is 203 209 8274.Business Response
Date: 10/20/2022
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:10/17/2022
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.
Between September 19-21 2022 my new debit card issued by m and t who acquired my bank was somehow compromised and used for large purchases in the Brooklyn New York area. I had noticed these transactions have transpired on Monday sept 19th at approximately 9-10 am. Around that time I had called m and t to file a Freud complaint and I was issued a new debit card and my money was returned after those purchases have been posted. Fast forward to Oct 13 they with drew that money from the Freud claim and I was never notified as to why they took that money that I never used in Brooklyn when I clearly live in milford and I have a target less then 5 miles from my residence.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:10/15/2022
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.
This keeps happening I get double charged. The app doesn't work. And then when I call and complain I'm told the merchant hasn't taken the money and they change the dates in app. It's getting ridiculous peoples bank always took the money out of my account rite away. I feel like this bank had been robbing me since there takeover.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:10/13/2022
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 called and emailed the M&T Bank escrow specifically informing them to not send out payment disbursements for my property tax and insurance bills. I paid for both bills out of pocket in September 2022, but the bank still sent out disbursements to the ******** County Tax Commissioner's office and to ********, my homeowner's insurance company.
I am requesting to have the $3,136.82 in property tax and the $877.00 recovered and sent to me as a reimbursement. Another option I will accept is if the bank applies the funds as a principal-only payment on the mortgage.Business Response
Date: 10/26/2022
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: 10/27/2022
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:10/11/2022
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 Sunday 10/09/2022 I contacted M&T bank formerly Peoples' United Bank since they did not move any bank statements from People's United to their computer system and only have 60 days worth of transactions online to view. I asked for at least the last years worth of statements. I received a message that the statements were ready but that was only for the month of October. So now I have Sept and Oct of 2022. So I called and spoke to a pleasant customer service rep who said she could not do a full year but could transfer me to a specialist who could probably help. So after all the waiting I speak with the specialist and told her the situation and explained I need this info ASAP. She tells me it's in process since I made the request 2 days ago so I only have 8 more days to wait since it's 10 days for this request. I explained that is not going to work as this is my bank info and I needed it in the next day or so. She explains that it is my fault that M&T sent a message to the future customers that it was their responsibility to grab their statements from Peoples United and she could not help me. I explained that this was not reasonable and that just because - And as I was trying to explain this she hangs up. And it was a definite hang up. I will be closing my account with M&T but I need my statements that should have come over from my previous bank and sooner than 10 days. This should have already been done when switching over the systems as was done when People's United took over United bank a few years ago when we had to go through this process then.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.Initial Complaint
Date:10/10/2022
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.
M&T bank allowed the illegal closure of my joint bank Account and I was informed by a telephone representative that they would be unable to make whole the problem by reinstating my account.
This bank account was opened in the State of Pennsylvania. Pennsylvania law is very specific in regards to joint accounts opened by married couples. Those accounts are deemed tenant in the Entirety, and cannot be closed by a single individual but require the consent and signature of both account holders. When we opened the account the representative very clearly told us that this was the policy of M&T Bank and that given our relationship it would require both of us to come in and close the account if it was ever desired to do so.
On Oct. 7, 2022 that account was closed, not only without my permission, but with no notice or consultation. This closure was supposedly initiated by my husband in an online format. This account closure attempt was at the influence of individuals who wish to gain access to our money.
While my husband did indeed request closure. Pennsylvania law and what we were told was the policy of M&T Bank should have after review, refused closure of an account that is deemed tenancy in the entirety property. Not only was the closure not refused, it was actually performed by staff of M&T Bank.
I requested that the account be reopened due to an error on their part, and due to incoming necessary direct deposits of paychecks, and the reliance of that account for bills, and the urgent necessity of access to the direct deposit pay to pay those bills. I was informed that the representative could not do that.
I will be facing imminent termination of my electricity, and irreparable harm from their actions.
I wish them to immediately reinstate my tenant in the entirety account, not simply open a new account which was not even offered, immediately and take steps that such an action cannot occur again.Business Response
Date: 10/17/2022
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:10/09/2022
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 was a happy customer of Peoples United Bank. We mostly dealt with the Plaistow NH office. M&T Bank bought them and it has been a nightmare on my end. It has been a month since the transition and I still don't have my accounts straightened out. I cannot access our business accounts from the phone APP, I cannot connect it to our QuickBooks, and our personal account was hacked (which they did take care of but, blamed us and claimed we used a card we never used... this occurred during the transition when I couldn't access anything!!) When I asked why it happened so I could secure anything I needed to on my end nobody could tell me. My biggest issue is I have spent HOURS and I mean HOURS being on hold with this company over the last 4 weeks. I am constantly being transferred, then put on another hold, transferred over and over again and eventually disconnected and nobody ever calls me back or resolves my issue. This is making it very difficult for me to get my job done and I am extremely distressed. The last person I spoke with this afternoon (on my second call because the first call was disconnected... and again the person who promised to call back if that happened did not!!) was "a specialist" didn't even know the basics of how I have to log in. I told him I was rather concerned that he didn't even know what HIS bank sent me to log in (a transponder device that says M&T bank) and wasn't sure how he was going to help me log in on the QuickBooks site and connect if he wasn't even familiar with he log in process.... He then put me on ANOTHER 45 minute hold and then I was disconnected again. The people at the bank cannot seem to help as they don't seem to have any access to this on line stuff so I am at the mercy of this useless help center. I believe this is highly unethical for a huge bank to be treating a small business owner this way. I need to be able to access our business account on the phone APP and I need to be able to connect this account to QBOBusiness Response
Date: 10/24/2022
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:10/07/2022
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.
In August of 2022 a personal loan was taken out for $17,500 by me. A couple weeks later i realized they reported incorrectly to credit Bureau. When i contacted M&T I was notified that there was a mix-up when the loan was entered in the computer and my loan was mixed up with someone else's. their loan is on my account but my actual loan I can't see. now I'm getting calls from the collection agency, I have contacted M&T several times no one's calling me back about solving the matter as to how the accounts got mixed up to begin with and how to fix the issue in order for me to pay on my correct loan. I have even tried to go into a branch to solve the matter and each time I'm told a supervisor will call me back, which no one does but the collection calls keep coming. I am also getting bills in the mail for late fees on an account that I don't have access toBusiness 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:10/06/2022
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.
I got a NEW credit card and it NEVER works, always declined and I have over $5,000.00 available.
I always have to call the fraud department even knowing I have no fraud.
If you can not get my card to work at all, then close my account.
I am so tried of this bank, poor service and hold times are to long.Business Response
Date: 10/19/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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