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:10/06/2022
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.
Made a loan payment on September 12th from my checking account and $945.00 came out of my account but the payment was not posted to my equity loan. Its been almost a month, spoke to many employees and nobody knows what happened. Then i made another payment in cash at a branch to the sane loan on October 1st. And they reversed the payment and nobody knows where my payment was reversed to! I want my 2 payments credited to my checking acct. how can a bank take payments for a loan and then not credit them? How do you reverse a payment and not put in the customers account??????? Horrible!!!!!
Nobody know what’s going on! I have spend my hours almost every day with customer service employees and I can’t get a answer just that they have put botes on my account for someone to look at! Really??? This is the way to run a bank? I also want all late fees and my credit report fixed because now it shows I am late!
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.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.
As a former People’s Bank business account holder, the transition has been anything but smooth. I have been, and still am, unable to access my account online. I need online banking due to my work hours. Since its occurrence, at the beginning of September, I have made roughly 15 phone calls, in which I waited for call backs, was transferred to multiple people in multiple departments, totaling many many hours of time I do not have to spare. After week three, and every shred of info I shared (and offered to email) to identify myself, apparently the only thing I was lacking my tax ID# (which was established in 1987), and that… could only be retrieved at one of their branches. Now, since I work during their banking hours, I needed to take time off to go there to retrieve said ID#. My trip to the branch was successful and I was then told I could call, yet again, to enroll in online banking. So I did just that and was told I would receive an email to verify my account. After almost a week…no email. I had to call again, and wait for call back again, and wait for them to reach out to a higher up again, only to find out that my type of account doesn’t allow online banking. So…the only way to change my account type so I can bank online, is to visit the branch again. Really? They couldn’t have told me that four weeks ago? Who knows? Maybe one of the hundred people I spoke with might have but nobody seemed to know which way was up. Furthermore, this should have been addressed prior to the merge. I am beyond done with being inconvenienced by this bank.Business Response
Date: 10/21/2022
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:10/05/2022
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 has put a block on my debit card more times then I can count and because of this I have to call in to the fraud department to get the block removed literally everytime I try and use my card! So after being on hold for over 3 hours finally some lady answers and decides that she wants to be an ignorant rude bitch to me and then hang up because I was driving and told her to hold on one moment while I got my account number! THIS IS UNCALLED FOR! I didn’t get the broads name as she didn’t say it when she answered the phone, but someone from corporate better contact me asap about this because something needs to be done!Business Response
Date: 10/21/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 10/31/2022
I have had my bank account for a few years now with m&t and in the last month or more I’ve had nothing but issues. My account was compromised so I contacted customer service but not before I sat on hold for literally 2 1/2 hours! Idiscussed my issue and had asked for a block to be enabled on my online account until everything got sorted out. I’mstill trying to get my account situated but I’m not able to log on or see anything myself, so I went to the branch to gethelp. Long story short the lady couldn’t help me and advised me to contact customer service (the fraud department will attach screenshots of my phone call-all of but two minutes of it was spent being on hold waiting for someone topick up my call. Point of the story is this-I’m still locked out of my account, I still can login to see anything-I’vewasted hours and hours of my time listening to elevator music just to end up being pushed off that nobody everanswers-and at this point I can’t even get someone who gives a crap about their customers to help me! I want to beable to see my account so that I can take all of my money (what’s left of it) and go elsewhere.
Business Response
Date: 01/20/2023
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:10/04/2022
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 business partner ****** ****** and i went into the branch on Tucker Ave in Union to do a small business loan application. We told the person *** exactly what we needed though she tried to sell us other products we were uninterested. The loan that we went into the branch and requested is a no documentation small business loan which is supported mostly but credit and other factors not related to tax documentations and stubs. Said application should have only taken a week in total to be reviewed and process. I know this because my husband just got this loan. The branch rep *** dragged her feet for a week, lied to us, and continuously told us that the application was in the works when it wasn’t. We got called and interrogated MULTIPLE times about the business and what we will be using the funds for. She then had a Lyndsey call us who asked us the same series of questions and requested documentation to support our answers. This loan again is a no documentation loan. I worked in the bank for NINE years and know when I’m being profiled. If we weren’t black this wouldn’t have been an issue. There’s a fine line between due diligence and profiling people and we were extremely discriminated against by those two individuals. Most loan process is rather simple. Either my credit and income can support it or it can. Either i get approved or denied. But in this instance where no additi***l documentation besides the business docs and the loan application is needed which we’ve provided and all that needed to be done is run the credit for an approval and the haven’t done so but continuously request taxes form us and have yet to even submit the application is beyond me. And when i requested via text that she voids my explication so i can take it elsewhere she got rude. I know all too well about the fair lending discrimination compliances and those individuals have displayed that. I will be refinancing my house out of M&T bank. I am disgusted with the way we are being treated.Business Response
Date: 10/13/2022
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:10/02/2022
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 has refused my requests and have not provided me copies of my monthly bank statements and transactions history for my checking account. They have also refused to issue me a debit card for my checking account.Business Response
Date: 10/14/2022
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:10/01/2022
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.
I executed an ACH transfer of $9,900 from my external savings account to my linked M&T Bank checking account. The $9,900 arrived and was seen as available in my M&T Bank checking account on Sep 1, 2022. I came to the M&T Branch 250 S Clinton Street Syracuse NY 13202 on Sep 1, 2022 to withdraw my money. The M&T Bank first told me that the withdrawal of more than $5,000 requires a notice. I asked the M&T Bank to give me the amount which does not require the notice. Then M&T Bank told me that my transaction is suspicious. The M&T Bank also removed $9,900 from my available balance so I could not transfer it back to my external savings account.
Ashley ******* from M&T Bank called me on Sep 2, 2022 around 3:15 PM and requested a statement from my external savings account to speed up the investigation and make funds available sooner. I asked Ashley ******* when M&T Bank will complete the investigation and she told me that she does not know.
To speed up so called investigation, on Sep 2, 2022 at 3:43 PM, I e-mailed to Ashley ******* the evidence of debit of my external savings account.
M&T Bank hijacked and kept my $9,900 from Sep 1, 2022 to Sep 13, 2022.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.Customer Answer
Date: 10/20/2022
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, M&T Bank did not provide any offer to resolve my complaint.
Also, M&T Bank ignored what I wrote to BBB, they just recycled the previous
correspondence. M&T Bank hijacked $9,900.00 from my checking account and
kept it seized from September 1 to September 13, 2022. They returned my
$9,900.00 only after I complained to Consumer Financial Protection Bureau (CFPB).
Because of my complaint, M&T Bank retaliated and closed my checking account.
M&T Bank deceived both CFPB and BBB that I did not
provide the evidence of transfer $9,900.00 from my external savings account to
M&T Bank checking account. I offered to M&T Bank to look at my external
bank account on September 1 while in the branch. Then on September 2, 2022 at
3:43 PM, I e-mailed to Ashley D****** the evidence of debit of my external
savings account (attached). M&T Bank is saying that I “declined to provide
additional information.” Why is M&T Bank lying? M&T Bank used my $9,900.00 for 13 days and did not pay
me interest causing me to lose $10.23 (2.90% APY). Regards, ****** ************ ***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.Initial Complaint
Date:09/30/2022
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.
Been a long time peoples bank customer, over 35 years. Since the transition to M&T I’m unable to access my account, automated reoccurring payments that I have set up where not processing so therefore receiving late fees which effect my credit score, and lastly when trying to contact customer service I’m on hold anywhere from 45 minutes to 90. I’m currently on the phone once again and have been on hold for 30 minutes, I’m ready to close my account and hope their business don’t last very long in Connecticut.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:09/28/2022
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 made a recurring online payment to my HOA. My account statement shows it was paid. The HOA contacted me that they did not receive the March 2022 payment. I contacted M&T. They told me all they could do is show the HOA my statement.
I have the transaction number. I can't understand why M&T can't give me the check number they issued or confirm it was checkedBusiness Response
Date: 10/12/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/24/2022
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 Sept 8 a checking transaction came in for 42.64 for an automatic withdrawal. m&t bank returned it without giving me the option to view it and reconcile the transaction it was automatically returned even though its a checking withdrawal which normally takes three days to post to my account they did it again on 9/22 for 57.64 again without allowing me to view it. its being done deliberately (I believe they have me flagged) i have 2 checking withdrawals that i made on thursday that hasnt posted as yet (as of 9/24) on both occasions i wasnt given the chance to view it it never showed and i check my account every day and never saw these transactions they were there excuse was they (the company) requested it and they can also see that on both occasions i have an automatic deposit made the next day for more than enough to cover. I think its unfair and dishonest of this bank to continue to do thisBusiness Response
Date: 10/06/2022
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: 10/07/2022
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.
Regards, **** *****Initial Complaint
Date:09/23/2022
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.
Extremely poor customer service at M&T Bank. Over 3 weeks with no access to accounts due to a "legal hold" block and no contacts from the bank. Still waiting to access my funds...
Log of events:
--------------
Received mailing for a $300 offer from M&T Bank to switch to Premium Checking as long as $10,000 deposited and held through September and October.
8/21/2022: Signed up for Checking with mtb.com online on using offer code "UB". Was able to access online account.
Instructed my employer to send direct deposits to my new M&T checking account.
8/25/2022: Received Docusign and submitted.
Received M&T debit card in the mail.
8/26/2022: Direct deposit from employer $3,584.16
8/29/2022: Deposited check #127 for $7000 from my Northwest checking account via ATM on Lewiston Road (Tops Markets).
8/30/2022: ********* checking account ledger showed that the check cleared and was deposited to my M&T checking account
9/5/2022: No longer able to log into online account. Message indicating that the account is blocked and to call customer service. Tried to call but wait times were over 1 hour due to People bank conversion.
9/9/2022: Direct deposit from employer $3,584.15
9/9/2022: Called customer service (1 hour wait queue) who indicated that the account is blocked for legal hold but I would receive a call back within 7 days.
9/14/2022: No calls from M&T Bank still, so called customer service again (1 hour+ wait queue) who just transferred the call to Fraud team (call dropped so had to call back and wait in 1 hour+ wait queue). Fraud team indicated that the legal hold was still there and should just be "a few more days".
9/21/2022: Went to mtb.com to schedule a meeting call with branch. Meeting was confirmed for 9/23/2022 11:00 AM ET with Joseph B.
9/23/2022: Joseph B. from the branch never called. Contacted customer service again (30 minute wait time) and they just transferred to Fraud (call dropped). Called Fraud line back and advised to go to branch,Business Response
Date: 10/07/2022
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: 10/07/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ******* ******
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