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:09/08/2022
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 went to an M & T Branch to open an account and was told that I couldn't because someone used my social and someone else's personal information to open an account when i was under 18. I went into the branch, and they tried to override it but no resolve
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:09/08/2022
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.
Have not had access to website waited over three hours and not received customer service answering phone. Woke up today to -205 in bank account with fees for bill payments that once came out of peoples bank. Branch told me a letter was mailed explaining this never got any correspondence saying this closed account want fees remedy.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:09/08/2022
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 me a promotional mailer to open a checking account and receive a $250 bonus for opening by May 27th, enrolling in online banking, and keeping a $500 balance for the months of June and July. I did all of those things. On 8/31/22 M&T Bank did not deposit the bonus in my account as they stated they would. On September 6th I tried calling the customer service number all day long, but the number said "we're experiencing a high volume of calls" and hangs up. Then the on September 7th I called and the wait time was over 2 hours. Then on September 8th the wait time was still over 2 hours but I was finally got a representative who told me she would not credit my account because I did not agree to the terms for "Money Smarts". I don't know what "Money Smarts" is, and neither did she. I asked her specifically "What is Money Smarts?" She said "I work in customer service I don't know what that is, I can transfer you to Online Banking and they can tell you." This is a scam and a fraud. This is a way to trick people into signing up for a checking account they never sought out, with the promise of a bonus that they will never get. She told me she would "file a complaint on my behalf" When I asked to provide proof to me that she'd filed a complaint she said she couldn't do that. I don't believe she filed any complaint. I believe she's instructed to tell people they didn't qualify for the bonus because of something in her pre-written script that she can't even tell you what it is or what it means. I believe M&T Bank is a bad faith actor.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. Thank you for honoring the agreement, I appreciate that this was handled in a timely manner .Regards, ***** ********Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My bank merged with M&T bank at the end of last week and something was messed up with my account in the process. I have been put on hold for 3-4 hours a day working to get an answer and access to my account. I was able to get through one time and that call was cutoff suddenly without resolution although the person was working to help me. I cannot pay my bills and do not know how much money I have as the automated system does not recognize my old information.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: 12/01/2022
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.
I was part of a takeover from peoples to M&T and the process has been horrible. I went in to a branch on Town street Norwich ct for an hour and a half to change my business address. The person was somewhat rude and by the end said my address was changed. I went to use my card and the company rejected my payment stating the addresses did not match as my old address is still on the account for my checking account and debit card. I called for help and they said it was not documented that I went to the branch and to call the branch and tell them it was only changed on the profile and they told me yo come in again. When I asked for a supervisor I was told they were busy. This has been a repetitive problem with this bank since the turnover. Fix the address everywhere in the system as previously asked and note that it was done.
Regards,
***** *****
Business Response
Date: 12/08/2022
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: 12/16/2022
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.
I have called the person twice as of this morning without response so nothing has been resolved as of right now. The address has not been updated to all aspects of the account and the spelling of the road and town have not been corrected. Regards, ***** *****
Business Response
Date: 12/21/2022
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:09/06/2022
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.
They allowed a person to take 3000 out of my savings account- didn’t raise NO RED FLAGS , now I want my money the was illegally takin from my saving and there taking there sweet ass time , but when you see what I sent you ( proof ) I’m sure that person got my funds right away . I WANT MY MONEY AND APOLOGY FOR NOT CONTACTING ME ON THIS MATTER .Business Response
Date: 09/15/2022
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:09/01/2022
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.
On 8/24/22, I visited the M&T Bank on 8640 Guilford Rd Ste B-90, in Columbia Maryland. The teller requested I verbally confirm my social security number to which I responded I was not comfortable doing in a public lobby and then instead I asked for a piece of paper to write it on.
After my transactions were completed, the teller proceeded to place the piece of paper with my personal information that included my name, address, account, and social security number on a pile on his desk. I immediately identified that to be a security concern and asked for it to be shredded. He said he was unable to do so. I asked if he could at the very least cross out my social security number so that it is not just sitting on a desk where anyone could easily access it. He informed me that the documents will be shredded after 90days of sitting on his desk.
As I proceeded to inform him about my concerns and as he continued to justify his actions, the branch manager immediately and rudely interrupts our conversation to inform me that and I quote “the bottom line is, this is the bank’s policy, you can take it or leave it” and then proceed to ask me “to leave now”
The very next day on 08/25/22, I closed out all my accounts at M&T Bank as I will not do business with any company or organization or business that does not value me and my business or appreciate my concerns. Additionally, it is very irresponsible and careless for any business to expose a customer's personal information in this manner leaving them vulnerable to data fraud and identity theft that could cause severe damages to me.
I am requesting M&T Bank issue a formal apology for how badly I was treated. Additionally, they should reform their policies, processes, practices and procedures for the safety and security of all customers. M&T Bank is responsible for ensuring this at the very least and owe this obligation to customers.Business Response
Date: 09/15/2022
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:08/29/2022
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 an online payment on 8/28 of $320.00 and due to the website was glitchy it may have taken two payments from my account. When i went to log back in from not my computer the website had locked me out. On Monday 8/29 8:00p to well after 9pm i was on the phone with M&T Bank representative and continued to get the run around from bouncing be me from department to department and each one stating that the department they would transfer me to would be able to check my pending payments but they would need to speak to my husband first since his name was on the account. Once speaking to him No One could help me, that they are not able to see pending payments. IF M&T take out more them the &320.00 from the when i made the payment on the 8/28 it should be paid back to Me the wife since it was taken from my account and due to NO ONE from the company wanted to help me!! This is the worst company ever!!Business Response
Date: 08/31/2022
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:08/29/2022
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&T's mortgage division and asked them to send me a payoff statement. They said they could not email this to me, only mail or fax. I requested the document to be mailed. Two weeks later I had not received it. I called them back and they said it had been faxed to another M&T rep but not mailed to me. The rep this time said they could email the document to me. I asked for the loan interest to end on 8/31 as previously agreed as the cut-off date for the payoff statement and she said they can't end the interest. What a scam way to add addtl interest fees to the customer- say you're going to mail a document but then don't. If I hadn't called to check on this, who knows how much longer it would be added.
Plus, the fact that they always could have emailed it adds to the insult of them choosing the most interest-accumulating way to serve the "customer" by misinforming me originally that it could only be mailed or faxed Who has access to a private fax in this day and age? Boo M&T. Lame as hell.Business Response
Date: 09/06/2022
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: 09/06/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They stated erroneous information in their response. Tim ***** said he could not confirm that the payoff doc he sent me was the actual final amount. He said I needed a new document sent. I have not received the final payoff document. I need them to mail that to me
Regards, ********* *******Business Response
Date: 09/07/2022
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:08/26/2022
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.
8/26/22 @4PM I had a missing a call from 800-414-9435 M&T bank----I called back this number and inquired about The Peoples Bank transition to M&T Bank, I asked about what will happen to all my transactions from People Bank, they answer was that they only will be available until 9/2, that is I need them, I will need to save them. informed that I will need info. for a couple years back, she said sorry but its nothing they can do to help, stated that bank sent some info a month before and that I was support to save info for those years, I info. that one month was going to be enough time, and supervisor answer was that she was sorry, I ask if bank will be able to help, her answer was again that she was sorry but that it was not possible, as of today some of my personal account payment info are no available, and again supervisor just answer me that she was sorry...also another solution was for me to print all the years info that I need, really....so this mean that is I am not able to down load all info I need I will lose money because I will not be able to complete my analysis, because transition to M& T back is a disaster...I am very disappointed of m&t bank, they did not have any solutions to my new problems that have occurred because transition, looking forward to find a bank with better customer services, this bank only answer was sorry.....Business Response
Date: 09/12/2022
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:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am currently in the process of trying to close on my house, of which M&T holds the mortgage. The only thing needed in order to close is a copy of the original lease and shares and the payoff note. As a first time home buyer in NYS, I have a SONYMA loan. I have personally called the bank myself 3 times requesting the above Information. All 3 times, I’ve been given different response to my request. My attorney requested this information back in June, when we originally supposed to close. My attorney has also been going back and forth with the bank attorney, who is absolutely useless. Supposedly we are unable to contact SONYMA directly ourselves and the bank attorney is no help once so ever. It should not take THREE MONTHS to get 3 pieces of paper. My buyer is extremely upset, but no where as upset as I am. I have moved out of state and am at a loss of what else I can possibly my do to get this resolved. My attorney and realtor have reached out to multiple brokers to see if this is something they’ve dealt with before and to see if they have any other contact they can provide to go around the bank attorney and get in touch with SONYMA. I have requested my attorney to file a complaint on my behalf with the department of financial services as well. I am more than sure this situation violating some kind of banking regulation.Business Response
Date: 08/30/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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