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: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.
M&T carried the mortgage on house in arkansas. house burned completely on 8/15/2022 ******* ins sent me check for $172,000..balance of mortgage was $58,000 approx. they have removed my acct. no one can tell me when I will get back the overage! I can not move on with my life without the $! The last person I tried to return call to is Katrina ******* ************ come up unavailable! I NEED to have my overage funds! I am living in Florida now as there is no house in arkansas, yet they send mail there! I am 73 and need this to be resolved!
Business Response
Date: 09/27/2022
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:09/23/2022
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.
I opened an account at People’s Bank to manage investment property expenses, and had free access to it. When it transferred over to M&T, it was coded as such that I couldn’t collect information on it, see it online, or access the money. I still cannot access the money.Business 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.Initial Complaint
Date:09/23/2022
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.
Had a 401k deposited into my bank account day of deposit after it being successful my M&T bank account was closed due to not depositing money in 90 days day of my deposit account was canceled day before I log in all day even log in 2 am 9/13/22 had a bank account by 6 am didn’t have an account anymore and my deposit was successfully deposited before it was closed. Called the 1-800 a person let me know I did have a deposit an even told me how much for without me telling the person. Now 10 days later the money have yet to be returned to my 401k guideline account. I would like to know why M&T holding my money or where my money could possibly beBusiness 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.Initial Complaint
Date:09/22/2022
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.
My bank, Farmington Savings, merged with M & T Bank awhile ago. Every customer had to get new debit and charge cards. I have attempted to activate card, my cards are all activated, no problem. When I try to use the card, it never works....I haven't had a debit card since that time, and I
am desperate. It must be a month that I've waited. The history as follows :
1. I got my 1st new card , followed the activation process and it wouldn't work. Tried at least 50 times. Called for
a new card.
2. Got a new card, activated it. Tried to use it, would not work. Called to complain.
3. Got another new card. Tried to use it, didn't work. Complained , they sent me a new card.
4. Physically went into bank. Talked with rep, tried to use card at their ATM, worked. ***** I NEED CARD TO
WORK AT HOME, I BARELY USE IT ANYWHERE ELSE. I went home, tried to purchase my food online, didn't
work. Called bank yet again.
5. Sent new card, worked once online than failed. Repeatedly told it wasn't banks fault in was Door dash. I
had to call DOOR DASH and complain. Troubleshooted with them multiple days, for hours. I asked for
this problem to be escalated....days later they called and told me, yet again, it was BANK'S FAULT, not
DOOR DASH. They did a full investigation. Proved it was the bank.
6. Called bank again, sent out yet another new card. This time card is taking forever to reach me.
I must add, I am a DISABLED WOMAN WHO CAN BARELY WALK, or get out of the house. I rely on my
card to order food and shop with it online. I have never been so poorly treated by a reputable,
professional company in my life. I've been lied to, forced to physically travel to the bank (all the while I am
usually bedridden, and put up with all their bullshit. They have outright lied to me numerous times. They
promised my card would be here today....IT NEVER ARRIVED. Sent yet another card. Was told it would be here YESTERDAY or TODAY.....CARD NEVER CAME. Please help meBusiness 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.Initial Complaint
Date:09/22/2022
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.
M&T bank never successfully issued me a new debit card after the merge. I called on 09/16 as my peoples debit card stopped working. I was told a card was mailed to a previous address and a new card would be overnight shipped to me at M&T’s expense. I was advised not to update my address on file as this would delay my new debit card by an additional 15 days. Today is the 4th business day since the new card was ordered. My peoples United debit card was declined at the gas station. I called M&T to see where my new card was. I was on hold for 28 minutes while the representative waited for a supervisor to answer her call as she was unable to see the tracking of my shipped card. I was informed the 1st mailed card was “returned”, however the bank made no attempt to notify me of this before I lost access to my funds. I was told the supervisor “found” the tracking number of the card ordered on 9/16. (******************) After the call today on 9/22 I searched the tracking number to see the shipping label has been created however no card has been shipped. This bank is restricting my access to my funds and lying about resolving the issue. Additionally I have been asked for my full social security number for verification on each call with M&T bank. It’s concerning a business is requiring my full social security number while also withholding my access to my banking accounts.Business Response
Date: 10/05/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/20/2022
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 closed on my new property in March of 2022 and my primary mortgage was sold onto the 2ndary loan market and then resold again to a second servicer. The second and current servicer is M&T Bank. They are collecting my escrow as agreed to at closing. I purchased a 12 month hazard policy as required by law at closing. M&T bank failed to properly collect information on my hazard policy from the first purchasing servicer, Lakeview Loan Servicing.
M&T send a harassing letter via USPS that stated they would be adding the cost of hazard insurance to my mortgage payment at a rate double the cost of my current policy. When I called and provided my hazard insurance information (after verifying with my hazard policy company) M&T bank hung up on me and did not call me back despite the fact I had provided my contact information.
I would allege that M&T bank did not perform due diligence in purchasing my loan for servicing and that after this failure proceeded to harrass me. I find it hard to believe that they are collecting my escrow but don't have proper records on my hazard insurance when the first servicer and the loan initiator were in possession of them. When I called to confirm, they did not accept my policy number and hung up on me. I furthermore believe this could be a scam to double charge me for insurance and ultimately claim they made an "innocent" error. It does not seem innocent to me. I recommend that the bank be investigated for evidence of similar complaints by other consumers.Customer Answer
Date: 09/20/2022
At this time the issue is unresolved, however I have obtained my full policy from Openly, policy #***********. I will be sending it by USPS to M&T bank, perhaps via certified mail. If they do not fix the issue at that point then I will be convinced that they are making an attempt to defraud me. I am most interested in BBB having the information in case a pattern of behavior develops for the servicer.
Customer Answer
Date: 09/20/2022
Your attention to the matter will help them resolve it appropriately, so yes, I believe it is helpful to forward the complaint to them.Business Response
Date: 10/05/2022
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: 10/06/2022
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:09/20/2022
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 is my mortgage lender. We agreed to modify my mortgage in late 2021, coming to terms on a new agreement. M&T Bank sent me a letter stating the loan modification was approved, and that they would send out documents to finalize the agreement within 30 days. I did not receive these documents for 45-50+ days after the initial letter.
Around this time, there was an unexpected death in the family and I had to leave town for a few weeks. I did not receive the documents in the mail prior to my departure. When I returned to Honolulu, I sent back the documents which had arrived sometime while I was away. These documents stipulated a very short timeline I had to return the documents. They unfairly canceled my loan modification because I returned the documents late, despite the fact that they were also late in sending me those documents according to their own previously stipulated timeline.
At that point, I had to renegotiate a brand new modification, costing me more money over the term of the loan compared to the previous agreement. We came to a new agreement, and at this point I have made two monthly payments according to the new terms.
Today I got a call from M&T bank stating that they had decided to cancel my loan modification because they don’t have a copy of my deed. At this point I am at my whits end. M&T bank is displaying a repeated pattern of behavior of being deceptive and trying to further extort me by canceling already agreed to terms at their whim. It feels like they are grasping at straws looking for reasons and/or technicalities to cancel my loan modification and force me to renegotiate at higher rates.
I would like to file a complaint against M&T Bank for deceptive business practices, extortion, and any other applicable charges. I request the BBBs assistance in resolving this dispute as I feel very bullied and harassed by their conduct.Business Response
Date: 10/18/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 10/26/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Despite multiple conversations with different representatives on the phone, M&T Bank did NOT clearly nor accurately articulate the nature of their request (regarding my deed) at any point in our correspondence. Additionally, they have demonstrated an overall lack of record keeping when it comes to documents they should have in their possession and/or that I have already furnished. Furthermore, I have reasons to believe that M&T Bank does in fact ave a current copy of the deed, but have simply not located it due to poor record keeping on their part. I had a conversation on the phone with a supervisor from M&T Bank, Hannah, on Tuesday, October 25th, 2022. During this conversation, I asked Hannah for some information (from the deed they have on file), specifically the names on the deed and the tax map key numbers. With that information, it now appears that I have been able able to track down the deed(s) to my property on the local department of Conveyance database. Despite previous attempts online, on the phone and visiting in person, I was unable to track down the documents to my property without the specific information that I asked for today. Now having accessed certain documents related to my property, Hammah was unable to answer which of those documents M&T Bank alleges to require for their purposes. At this point, I am awaiting a response from Hammah or a department within M&T (that specializes in these type of matters) to ascertain which of the documents they have in their possession, and what else they think they need. From my standpoint, M&T Bank (and the majority of their representatives that I’ve spoken with) have flagrantly failed to communicate with me in an effective manner. This has been a repeated and habitual pattern of behavior that is clearly negligent, and not operating in good faith on the part of the company. It’s not my fault that a majority of their phone representatives are seemingly only capable of making vague requests/demands, are unable to effectively articulate their position, nor correspond in a manner that leads to solutions/resolutions. To this point, everyone I’ve corresponded with just wants to drag their feet and waste time, or pass the buck off to someone/something else without acknowledging any errors on the part of M&T. I maintain that whatever problems M&T are citing with my deed could have easily been resolved long ago with just a little bit of effective communication and proper record keeping on their part. In no uncertain terms, I demand the specific performance of the agreement we already entered into (referenced in M&T’s response to the BBB) that I have already made two payments towards. M&T has no right to unilaterally terminate an agreement I’ve already paid into, attempting to cite my deed as their reasoning to do so. Given the gross negligence I’ve experienced with in their complete lack of effective communication, their intention to terminate my agreement and force me to renegotiate at higher market rates is very deceptive, and bullying behavior. This is also a repeated and now habitual pattern of behavior from M&T, citing frivolous technicalities as reasoning to force renegotiations that are strictly in their favor economically. Regards, ****** *******Business 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.Initial Complaint
Date:09/20/2022
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 bank was taken over by M&T Bank and in the transition process they lost a direct deposited paycheck and now refuse to honor the credit to my account and they only responded once to any inquiries regarding the lost paycheck and told me to contact my employer even though they were aware of the issue and took almost 2 weeks to resolve it on their systems, without honoring the missing paycheck. This has resulted in late fees for my missed mortgage payment and will result in not only overdraft fees with direct debits that were scheduled and conveniently allowed to process but also a financial hardship as no funds are available. I have attached the statement showing a late payment fee and expect to be refunded for not only the fee but the lost time on the mortgage due to the payment being made on 9/20/2022 instead of 9/3/2022 when the funds should have been available. They can contact my mortgage holder for the interest that needs to be refunded. Thank you.Business Response
Date: 10/04/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/19/2022
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 transitioned to M&T from Peoples over the weekend 9/2-9/5/2022. M&T advised us to check our information on the new M&T page for accuracy post transition. I did so on 9/7/2022. All was in order on my page including three credit card payments scheduled for 9/9/2022. I received an acknowledgement of receipt from one of the card banks on 9/12/2022 and heard nothing from the others. On 9/14 I checked the status of the payments to find that only one of the payments was actually made. In checking with the others (Visa and AMEX) the payments had not been made and indeed I had incurred a total of over $250 in late fees and finance charges, and unknown damage to my credit rating. I called M&T immediately and waited for 3 hours. Upon speaking with the M&T representative, she reviewed the situation and advised me that M&T did not see the scheduled transactions "on their side". I acknowledged this made sense, since they had not been paid, but they were certainly present and visible "on my side" on 9/7/2022 when i checked the status of my account on their page. She simply then repeated that they were not visible "on their side" and that it was my responsibility to re-enter any information that did not cross over during the transition. I asked her why I would re-enter information that was already correct and visible to me. Was I supposed to know that M&T would lose the information over the following 48 hours? She repeated what she was saying over and over - it was not visible "on their side". I asked specifically about my losses and she repeated what she told me again. M&T has no intention of reimbursing me, apologizing for their error, or taking action to correct my credit rating. So I ask BBB to intervene on my behalf and suggest to M&T that they do the right thing for their customers.Business Response
Date: 10/04/2022
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: 10/04/2022
I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. M&T Bank offered that I can use their letter responding to this complaint as evidence of the error of the bank versus personal negligence which caused the late payments of my credit cards in question, They indicated that "should I experience any negative impact to my credit" as a result of the issue, I can use the letter. How do I know if and when I will experience that negative impact.? The operations of credit rating agencies are not always visible, or more importantly, understandable to the public. I believe that M&T should be proactive in this matter and contact credit agencies to explain what happened in my case. They know their way around these agencies better than I do. Why is it still MY responsibility to fix the issue that may occur with my credit rating as opposed to their responsibility? While I accept the monetary resolution that they offer, I do not accept this as an viable solution for my personal credit issues. M&T needs to solve it as they are responsible for it. It should not be up to me for solution.. Nor do I accept that they have "added manpower" to assist with call volume as a resolution for my wait time.Regards, **** ******Customer Answer
Date: 10/05/2022
So you are telling me that even though M&T Bank is responsible for creating the possible issues with my credit reporting, they are not responsible for fixing them. It is my responsible to fix a situation that I did not create. It is clear to me that BBB is on the side of M&T. I do not accept the resolution provided. You do not have my permission to close the complaint. it can remain in a "opens / unresolved" status for as long as that can take. I will not let M&T get away with a "closed complaint" when they created a problem for me which is mine now to fix. **** ******
Initial Complaint
Date:09/19/2022
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.
I recently sold my house. I had a VA loan thru M&T bank and did a loan assumption with the new buyers. It took around 60 days before we could close on the house but finally we closed on 18 August. A month later, after closing, the loan is still in my name, the new buyers aren’t able to make payments and I am being told that I am still responsible for making the mortgage payments. I also just received a letter telling me that the bank is going to purchase property insurance for me since I canceled mine after I closed on the house and that I would be responsible to pay them back. I am not sure why the bank gave me a closing date if they didn’t have everything complete. I have spoken with multiple people up through a Vice President of the mortgage department and no one can tell me why I am still on the loan. I feel this is an absolutely horrible way to do business. I also feel this is a violation of the financial code of ethics and that this bank should be investigated.Business Response
Date: 09/30/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 10/03/2022
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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