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:09/12/2022
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.
Peoples Bank did their merger to M&T bank over Labor Day weekend. I went to the bank several times with questions on how it would work and how my automatic payments would work. Told no problem. Instead my payment for the loan to them did not go through. My insurance payment did not go through. Went and told working on it and just a push of button to get done. Still not done by end of week even though the manager kept promising it would be done each day. And I don’t have my direct deposit for my paycheck yet from last Friday.
I received a cancellation letter for my car insurance with an extra $35.00 fee for insufficient funds(not true money in there but you just didn’t process). And now I will have to pay up the balance of my ins next month instead of 3 payments. I have gone in and processed my payments on my own to try to stop any further dings on my credit score, which I have worked very hard to maintain.
I want a letter of apology and for you to admit your fault to all of my automatic payments and the credit bureaus. I want my $35.00 charge refunded to my account for your mixup and I need you to correct whatever you have done with the direct deposit of my check and get it into my account immediately as it is needed for bills, gas and food.
Please send me a copy of your apology letter you send to everyone admitting that change over caused problems due to your inability to process everything as promised.
When your change over causes all these problems and stress it is unacceptable for you not to take responsibility and make the person whole. I work hard for my money and have worked hard to pay my bills on time and to raise my credit score and to have this change over effect all of that is totally unacceptable and unfair.
I dealt with Manager and people in the branch closer to my work. I realize that these are the frontline people who are taking the brunt for the mess they had no control over. The mess belongs at the feet of the systems dept.
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:09/12/2022
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 went through a merger with my bank and has not granted me access to the business account for over 10 days. I need to pay bills, payroll, etc and am in a significant bind. I contacted M&T through their requested online messaging a week ago with no response and was on hold for 45 minutes today with no one picking up the phone. Ridiculous. I can't get a response and pay the company bills.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:09/11/2022
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 9/1/22 using on line banking I transferred $2500 from my peoples/M&T account to my accounts at ******* Savings Bank ($2000) and my account at ***** ***** ($500). The money was withdrawn from my checking account but never deposited into my accounts at the respective banks. I have made numerous attempts to have this corrected sending notes through the m&t portal, visiting my local m&t branch and writing two letters to the m&t president. I have spoken with a v.p.of m&t and a customer care rep. To date, nothing has been done .. it’s even 11 days.Business Response
Date: 09/22/2022
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:09/10/2022
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 is in the process of "transitioning" Peoples Bank customers to its bank. I am one of its victims. We were assured the transition would be seamless. It has been a nightmare. The customer service number is so clogged that even a 2.5 hour wait yields no representative to answer your question. My mortgage check was deducted on Sept. 2 as it is every month. But today is Sept 11 and no one knows where it is. And M&T's online office is closed on Sunday so I have to wait for Monday morning at 8 am to begin calling for another 2-3 hours to try to get someone to stop payment and overnight another check before I get a late payment on my mortgage. This same thing happened last month, even though I supposedly have automatic online checking. I had to pay over $200 in fees. I am a retired teacher living alone. I cannot afford these mistakes and the stress of spending over 2 hours in the bank with lines of other frustrated customers and a total now of over 4 hours on the phone, only to be told that I now have to wait for 8 am on Monday to try again by phone has really affected my health. This company obviously had no idea how to transition effectively and demonstrated complete disregard for its new customers, who are being left stranded at the first of the month when all of our bills are due. I want them to be financially responsible for all the late charges we receive this month, until we all have time to switch to a bank that really cares about its customers.Business Response
Date: 09/23/2022
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:09/10/2022
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.
I called m and t customer service because we noticed several overdraft fees and my account was negative. So I spoke to a representative that was telling me a nike online purchase was made on August 31 and came out on the 1st. I was telling her no that is not true we purchased them on the 25th. she was getting irritated so I asked to speak with a supervisor so I waited. The supervisor then tells me the purchase was made on the 25th(so why did the representative say different?) No answer to that( of course) she told several transactions made with my debit card the bank allowed to go through even though my account was negative. I explained to her no that can't be true because that Thursday we used our card at khols and the total was $65 and got declined for the whole amount it only went through for $35 so we looked at out online banking and there was $5 left in the account . I told the "supervisor " all of this and she had nothing to say. I asked if their anyone else to look into what happened. She said no she is highest up I'm able to speak with. So basically they take your money and
Give you overdraft fees with no help no answers. This bank is the worst yet I will stick with bank of america and capital one unless they have a better answer to what happened to my money.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.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:09/10/2022
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.
Called bank to withdraw 20,000 and they refused. Told me I wasn’t allowed access to my own money and that I had to wait until Thursday (6 days) to order my money. Woman was very rude. Said she had to put me on hold to take care of people waiting on line even though I was on the phone with her first. Then she told me I HAD to come in to order the money after she had told me I could order over the phone two minutes before. She put me on hold for a few minutes then answered the phone and placed the order. Her name was candyCustomer Answer
Date: 09/12/2022
I have not received my money. I was told that I needed to place an order for anything over $5,000 but I would only be able to take out $3,000 if I needed it that day. The order was placed on Saturday and I was told I would not get the money until Thursday. I want the company to let me know how its acceptable for them to keep my money from me when its MY money. They definitely had more than $3,000 at the bank but they didn't want to help me. Every time I try to take out money from them there is an issue. How does it take almost a full week for me to have access to my own money??? I was especially bothered that this woman (candy) told me I had to wait for her to help the people who were physically waiting at the bank even though I had called before they got there so I shouldve been taken care of first. I also was bothered that she said she could place an order then suddenly said I had to physically come in to place an order (which was a lie) because after we went back and forth she agreed to place the order over the phone. Very poor customer service.Business Response
Date: 09/22/2022
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:09/10/2022
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 Friday 9/9/22, my son and I went to the *********** Shopping Center branch of the M&T bank (**** ***** Ave; 21209) to open up an account for my son. We had a 2:30pm appointment. Around 2:30, we called the branch and informed the teller that we are running late and won't be able to get in until 2:50 and asked if we should come vs reschedule. We were told to come in and being late won't be an issue. We got there at 2:55pm and noticed that there was no one else waiting for the bankers. We were told to have a seat and someone will be with us shortly. At 3:33pm (38 minutes later), I went to Ms. Tavis C**** to find out what's going on. She said that she is on hold with a customer and doesn't know when she can see us. I got upset and told her that we had an appointment and she could have told us at the beginning about this matter as opposed to having us wait for 38 minutes before telling us that. She was not at all apologetic and stated that it was our fault as we came late. Needless to say, this made me even more upset and I asked to see the manager. Subsequently I went to see Ms. Toccara M**** and she said the only thing she can do is to reschedule me. I asked her why can't she take care of us. Her response was that she was on a webx meeting with a customer and didn't have time.
All in all, we felt that Ms. C**** and Ms. M**** had absolutely no regard for our time and had no intentions of helping us. I have banked with M&T bank for over two decades and receiving such poor service was quite shocking.
We walked out of the branch and called the Pikesville branch of M&T and asked if we could come in. We were told that they are not busy and come in. We were greeted by Ms. T***** and she was absolutely wonderful. Not only she was pleasant, she paid attention to the details and took her time to make sure we were happy with the service.Business Response
Date: 09/13/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Business Response
Date: 09/16/2022
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: 09/16/2022
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:09/09/2022
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.
On 9/6/22 I made a deposit of 1,200 at the M & T bank on 150 Whalley Ave, New Haven,CT 06511 on 9 /8/22 I went to deposit 150 I realize the money was not in my account I had to ask them to check the camera because the money went missing they finaly admited their error the employee who took care of me had me wait 2 hrs I repeatedly asked for a Manger and he never came out to assist in the situation after waiting 2hr I asked for an explanation after waiting in line and it was my turn at the window the employee Annahita rudely told me that I had to wait until she order bank cards for other people eventhough I had waited in line. I can not check my balance on their phone number or app and was not properly helped. I don't understand how money goes missing and they treat the customer so badly I was only able to get the proper help when my daugther showed up and demanded that I be helped since I had been there over 2 hours and was distressed to the point my blood pressure was thru the roof and needed medication.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:09/09/2022
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.
Over 20 years customer. On 9/7/22 I deposited my settlement check $14697.81 into my account. Minus $2200 for my rent.
The clerk failed to ask for ID, so he did not get my account number.
I left (I made that mistake). With no account number he doesn’t deposit money into my account. Another manager found the mistake on Thursday at 3:30.
Friday at 4:00 (now over 48 hours later) I am told they found the mistake and completely there fault but the “process” takes time.
They didn’t escalate it to take it more seriously. They lost $12497.81 of my money and I got no sympathy. Just “be patient “.
The entire situation lacked any human compassion, and left me feeling like a number. This is completely unacceptable way to treat an extremely long term customer.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:09/09/2022
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 peoples United bank customer and then M&T and peoples merged. They move my accounts to M&T and then they said I didn’t have to tell my employer or change my direct deposit and then this week my work direct deposit didn’t all make it. The portion in my checking cleared but I received nothing in. My savings. I called and the phone says they are experiencing high call volumes and then it hung up. It didn’t even let me sit on hold. This is unacceptable and I never wanted to be their customer anyways!!!!!!! They also have my employees as being someone I was employed by over 15+ years ago and they won’t let me change it.Business Response
Date: 09/23/2022
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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