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:09/19/2022
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.
M&T Bank sent us new debit cards as PeoplesUnited customers converting. We don't live near a branch, so we use the debit cards for groceries, pharmacy, and get our cash back that way for daily expenses.
The debit cards have not worked ever. It's two weeks tomorrow we've been unable to get cash back.
Today the person we spoke to told us they sent us the wrong cards. M&T sent us ATM cards only usable at a bank branch! We need cards that work as cash back. They told us we have to come into the bank and sign paperwork. No way.
We want new debit cards mailed to us ASAP.
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 received a new debit card. M&T was extremely nice and pleasant to deal with on the phone. While I feel converted customers should have been provided with cards with the same capabilities as those issued by Peoples United, I now have a good, working debit card from which I can make cashback purchases at local businesses. Yes, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you, BBB! Regards, **** *********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 have been promised an ATM or Debit card for over two weeks and was also told my prior People's card would still be active until 9/20/22. I have yet to receive an ATM or Debit card and my card was inactive as of 9/4/2022. Bottom line, I cannot access any of my personal account funds, which total close to $20,000. The lines at all the branches are hours long and I do not have time to stand in line as I work for a living. There does not appear to be any way to handle these issues other than calling their customer service, which I have spent hours on hold for. And each time they make a promise, if does not happen. I have supposedly had two cards 'expedited', but to no avail. Now they promise I will receive a card on Wednesday, but I am not holding my breath. Additionally, my paycheck, which is direct deposited to my account every other Friday, was showing as 'pending' all day, which implies I do not have access to my own pay! This bank has failed miserably in its merger with People's and should be held accountable.Business Response
Date: 10/03/2022
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: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.
My promotional bonus for opening my account and meeting the terms was due 9/5/22. On 5/31/22 my employer made a direct deposit of $1,000. It is now past due. All attempts to contact customer service and messages left have not been returned.Business Response
Date: 09/26/2022
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:09/18/2022
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 bank bought out my bank against my will, They are disabling my old debit card, but wont let me change the pin on my new debit card. They claim that they sent me a replacement pin, but they didn't even send my card to the correct location first, but assure me they sent me my pin and refuse to give me access to my money.Business Response
Date: 10/03/2022
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:09/17/2022
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 and Peoples merger 9/2. I had not received a new Debit card by the time of the merger. I would call customer service and the wait was so long that the automated system would hang up the phone and say try again later. When the line didn’t hang up wait times exceeded an hour. Come 9/6 I should of had access to my bank account. I had all the correct information but still wasn’t able to log In to the MT account, so had no access to view my funds. I had gone to the bank to attempt to get a new card. Lines were long and everyone was frustrated. They couldn’t help me with account access and told me to call customer service. They issued me a new card but after 10 days I still had not received the new card. In the mean time I was told I would be able to use my Peoples debit card until 9/20. I have not been able to use my peoples card, have no access to my debit funds. ATM says I have a zero dollar balance when I know I have funds. I spent many days and hours calling MT and was finally was able to talk to someone. They said they would overnighted me a THIRD debit card at no charge on 9/15; today is 9/17 and I still have not receive the card. I was told I need my debit card number to access my online account information. I was able to call the customer service line and get a temporary password to see my account. As of today 9/17 I have no debit card, but can finally see my funds, with no access to them for bill payments.Business Response
Date: 10/03/2022
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:09/16/2022
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 been a People's United Bank customer for over 50 years. I have both business and personal accounts. The conversion to M&T has caused me to spend untold hours and is still causing problems for my business. I have had trouble accessing my accounts (now resolved). I have had trouble with bill paying causing me to be late on some payments that may ultimately affect my credit rating. I am unable to see images of checks or deposits - this feature was specifically promised by MT before the take over. The wait time on the phone is over two hours and I've been disconnected many times.Business Response
Date: 10/03/2022
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:09/15/2022
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.
Through lack of communication from my homeowner’s insurance company and no notification from M&T Bank (who I have my mortgage with) who had established themselves as my mortgage carrier with my insurance company in Sept 2021, my insurance lapsed from 9/30/21 until I discovered the lapse on 1/7/22 when I had my insurance reinstated. M&T Bank realized this in May of 2022 and placed forced placed hazard insurance on 7/8/22 on my residence (6 months after my insurance was reinstated) at a cost of over 5 times my amount I payed before and am paying now for homeowner insurance. This forced placed policy only retro covers the time period between 9/30/21 to 1/7/22 but cannot be used because I had told them multiple times I had no damage during the lapse and also the policy states my duties after a loss must give prompt notice. When I as them to define “prompt” customer service stated I must call them immediately. Again, this policy was for any loss occurring 6 to 9 months prior to the forced policy being put in place. Under their Certificate of Agreement for this forced placed policy they further state “We will provide the insurance described in this Certificate in return for the premium and compliance with all applicable provisions of this Certificate and the declarations which is attached. The attached includes under Conditions the prompt notification noted above. So basically I am forced to pay for 3 months last year the excessive amount of $2070.00 for something I can not use according to my telling them I had no damage during this period last year or any damage to date. This obviously has to do only with profits than anything that would protect either myself or M&T Bank against a loss.Business Response
Date: 09/20/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 09/20/2022
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, details of the offer I reviewed appear below. In her response Ms. T******* references the notices I received regarding the opportunity to purchase my own coverage for the lapse period before they purchased the forced placed insure at a ridiculous cost. For her reference I am still working with Progressive who made the admitted error in not placing my homeowners policy on autopay like the other 4 policies I purchased at the same time, then sending my cancellation notices along with all their other solicitations ending up in junk mail. I contacted several insurance companies and talked with my lender and no one could provide insurance on something time period so far removed. I would like to understand from her how I could prove any claim (and again there was none) actually happened during that specific 3 month period with all the months with similar weather that occurred before and after. All the other insurance companies I contacted said they could not do it. So my hands were tied with their vendor, when I contacted M&T Bank to understand a list of other insurance vendors I could talk to for a quote they themselves did not know of any.Ms. T******* also stated that their mortgage clause was not listed to allow the bill to be sent to them for payment. When I contacted M&T Bank in May 2022 a representative told me on a recorded line they established communications and themselves as my mortgage lender with Progressive in August of 2021. When I placed a call to M&T Bank last week again recorded and I have to remind her “discoverable” the representative who directed me to Consumer Address in Baltimore, MD but stated they (M&TBank) sent me a notice mid-September about the pending cancellation. I told that rep I never received anything like that. I would like Ms. T******* to listen to those calls and how her own representatives are contradicting her response.Last, on 7/18/22 again on their recorded line after I saw their letter regarding $2070 forced placed escrow I called and was told (again Ms.T******* needs to research more than just quote policy) actual quote “They paid it and took it right back off”, escrow was not charged. I thought finally someone realized this policy served no purpose and retracted it like I was lead to believe on that call. Imagine my surprise when I received their communication just last week almost a year after the fact they did place the $2070 escrow shortage onto my monthly mortgage payment.So if nothing else I would like them to make good on their verbal communication from that 7/18 call that they in fact did come to their senses and removed the forced placed escrow.Ms. T******* also wrote nothing that addresses the fact stated in the insurance policy regarding how to comply with The Agreement I must give prompt notice to them or their agent. Prompt is not a year in the past, so again I really have no policy (Illegal under Ohio Law).Ms. T******* needs to realize she is in a position to use her expertise and reasoning to realize as everyone else does this retro insurance policy does absolutely nothing to protect her company or me. That is why she is there instead of just some IVRU and use reasoning to protect M&T Bank against a reoccurrence of the $4.7 million settlement regarding forced placed insurance in 1/2019, or 3/19/21 fine they incurred, or the $64 million settlement to resolve alleged false claims. Sincerely, ****** ***** ***, former ******* ******* ******** ** ******** ********, ******** ******* *********, ******* ******** ********** ********Ms. T****Regards, ****** *****Business Response
Date: 09/26/2022
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:09/14/2022
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.
On the day of the conversion(09/06) from peoples united to m&t I had several fraudulent charges that i noticed on my account. I immediately contacted m&t. I advised that i had called prior to the conversion to advise that I have yet to receive my debit card(2-3 calls)The reason being was my mailing address wasnt up to date and that on conversion day I would have to request a new card. The crazy part is that the fraud transactions were made by a card that wasnt even active so I have zero clue how that would even be possible. Additionally the withdrawals and transactions were all odd numbers. Well i was credited some of the money and investigated for the remaining. I was told it would take up to 10 days by the representative but according to the date on the response letter(09/08) it only took them 1 day to investigate. They said all the charges were justified and they would be removing the credit and I would be responsible for all charges. Thats 3k!!!! I have since requested they reopen my investigation. Im not sure how they could justify this since I dont have any transactions in the last 3 years where i withdrew that amount of money let alone all at once. I doubt they even look at the consistencies of my typical transactions because that alone would indicate that the chargers were fraudulent. Ive never had to do this and this has easily been the most frustrating thing to have to deal with. Who in the world would just say ok to losing 3k of their own money. Not me! Im aware there is legislation that protects you from this.(fcba and efta)I reported this immediately, the day of! If i dont get any resolution i plan to report this to the ftc, and escalate this any way possible. I have zero liability in this, this is my money and i want it back!Business Response
Date: 09/21/2022
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: 09/22/2022
I have reviewed the response made by the business in reference to complaint ID 18028440, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have determined after consulting with many reps that the fraudulent charges were made on 09/4 at 2:13pm, 09/05 at 6:31am, 09/06 at 6:51 am and 6:52am. As well as the bank(TD BANK, 975 madison avenue, bridgeport,ct). I am contacting the authorities to file a report which I will be faxing to m&t. As I mentioned before I contacted m&t and was told to wait for a new card and n transition day. As a result these charges occurred. M&T also foolishly mailed out debit card pins to customers so please keep that in mind when reviewing my case. If M&T or the Bridgeport Police is able to review camera footage they will see that the criminal withdrawing the money is not me nor will it be anyone i know or have an affiliation with. I am prepared and ready to escalate this as far as i can up to retaining and attorney. Regards, ***** ******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:09/13/2022
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.
On 9/1/2022, I made an on-line external transfer from M&T Bank to my personal account at PNC bank for $1,000.00. The money has gone missing and after 5 unsuccessful attempts to resolve this with M&T, I need your help.
Yesterday alone, I was on the phone with M&T Bank for 3:45 hours. They ere unable to help so they disconnected the call.
PNC bank has verified that both routing numbers and account numbers were accurate. They have tried to help resolve the issue on their end, but are unable to do so, as the money came from M&T bank.
$1,000.00 did indeed leave my M&T account n 9/1/2022 and has not made it to PNC.
I appreciate your help.Business Response
Date: 09/26/2022
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: 09/28/2022
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:09/13/2022
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.
Currently, my mortgage was facing foreclosure due to lengthy unemployment, and we made payment in full to the Trustee (******* County Colorado Trustee, ****** ****, CO) more than 3 weeks ago, on 08/21/2022. While the Trustee has confirmed payment in full repeatedly, M&T Bank is stating payment has not yet been received; After nearly 3 weeks I still cannot make my standard monthly payment. I believe it is an intentional trick intended to create additional fee income for M&T Bank. I believe the activity is criminal. We have made 4 phone calls to M&T, and most recently, the agent told us to make payment for the delinquencies, effectively denying that the remedy had been paid in full to the trustee. This is no small amount of money (approximately $21,000), and I do not trust any information provided by M&T to this point. As of writing this complaint, when I access my account on MTB.com, I am not allowed to make a regular monthly payment for September, 2022, as the site states my mortgage is more than 30+ days past due, and to please call customer service.Business Response
Date: 09/14/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 09/15/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is important to note that M&T Bank did not take proper action to remedy and reinstate the mortgage from foreclosure until AFTER you were notified of my BBB Complaint; our multiple telephone calls and the secure message communication were simply methods for M&T Bank to delay action, and to deny responsibility. As noted in all of the actions and dates listed in your response letter, it is clear that these actions only occurred as a result of the BBB complaint, and not out of concern for customer service or adherence to the terms of the mortgage contract.
Regards,
**** ****
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