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:04/04/2025
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.
Today 4/4/2025 I went into M&T Bank to make a withdrawal from my checking account. I requested $400 and received an envelope with the money and left because I was in a hurry to get to my wife. After giving my wife $140 I realized I only had $160 left. Checked my account to confirm the teller heard me correct and realized she put in for $400 withdrawal. Went back to the bank to inform them of the error was told I was given the $400 and that the supervisor confirmed with the teller both verbally and my checking her drawer and that I would just have to lose $100. After basically being called a thief by the supervisor and informed that M&T Bank would do NOTHING to compensate me for my lost the phone rings and the supervisor then informs me that the teller FOUND MY $100 IN HER GARBAGE CAN & apologized for basically calling me a liar and clarifying I have no insurance with my money when it comes to M&T policies for situations like this. Very rude, also I was obviously concerned going forward as to what will happen and whether or not this person will have access to my personal information and was told “she’s not going to lose her job for a mistake” THIS IS MORE THAN A MISTAKE. Also I have the entire ordeal on video. I don’t feel secure and am now concerned about my account, my funds and honestly who has access to my information.
Business Response
Date: 04/16/2025
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:04/04/2025
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.
Mobile deposit made on 3/30 said accepted would be available on 4/1. 4/1 online account blocked. Initially told check was under review and hold expected to be lifted 4/4. 4/4 still unable to access online account, all can be told is that account is still under review, no one can get me in contact with a supervisor and no one can explain why the account and/or check are still under review. Was told that would note escalation in account 4/3, and again today, however have received no follow up.Business Response
Date: 04/11/2025
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:04/03/2025
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 making payments on an RV trailer $28K financed thru M&T Bank since August 2024. I have made additional separate payments aside from regular monthly payments and was told the extra payment would be applied to the principal. However, this appears to not be happening. I have called so many times, speak a new person each time, and they all have said "yes, the extra monthly payment will be applied to the principal." However, this is NOT occurring.
Moreover, I have made my payments on time and unbeknownst to me a late charge shows being applied to my account in Sept and October, based on information I requested and just received in March 2025. I was told my payments are due at the end of each month and I have been told the payments are due at the beginning of each month by the 5th. Which one? IDK. It is my understanding if my payments are post marked by a certain date there is NO late payment. ***I dispute any late payments***
In addition, I will get statements showing a due date with the next payment being months later instead of the very next month due date. For example: My statement for Jan 7 to Feb 6 2025 shows payment is due June 25, 2025!!! What? This is on the January statement. (good grief) So does that mean I don't need to make a payment until June? Which would speak to they are NOT applying my extra payments to the principal.
It is unclear to me what I actually owe,
What is the correct payment due date.
Actual $ amount applied to interest - balance.
Actual $ amount to principal - balance.
It seems any extra payments I've made, all personal checks, are going straight to the interest instead of the principal.
I hate to ask BBB for help, you are the only ones that I know of with the integrity, tenacity and stewardship to really help / look into this.Business Response
Date: 04/17/2025
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:04/02/2025
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 writing to formally lodge a complaint against M&T Mortgage for the inadequate handling of my loss mitigation process during a challenging personal situation. Last spring, while going through a divorce, I requested assistance to push one month's mortgage payment to the end of my loan. After completing an interview, stating my divorce, I was informed that my request was approved. However, when I attempted to pay my mortgage the following month, I learned the request had been rejected due to my husband's lack of signature, even though he signed documents stating he was not part of the loan.
After being told we had to restart the process, M&T sent the wrong documents—seven times—leading to significant delays, and these were sent to the wrong address, requiring M&T to dispatch two different notaries. Feeling overwhelmed, I sold the property to distance myself from M&T.
During the closing process, figuring out the payoff amount was exceedingly difficult. After much effort, I was informed the lien had been cleared, only to discover five months later that I was reported to have five months of late payments due to M&T’s mishandling. Recently, I received an email from HUD indicating there remains an outstanding balance of $8,742.75, contradicting M&T's statements. This unexpected bill is preventing me from purchasing a new home for my four children.
Throughout this ordeal, M&T has shown a lack of accountability, deferring to the fact that I agreed to the process—under the false assumption they would execute it competently. This experience has been a nightmare, and I seek resolution for the distress caused by M&T Mortgage.
Sent from my ******Business Response
Date: 04/16/2025
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:04/01/2025
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.
To Whom It May Concern,
I am writing to file a formal complaint against M&T Bank regarding an issue with accessing proof of a paid loan.
On March 4, 2025, I paid off a loan in full. As I needed proof of this transaction, I logged into my M&T account expecting to download the appropriate documentation. However, the loan had completely disappeared from my online profile, and no evidence of the payoff was available.
On April 1, 2025, I called M&T Bank’s customer service for assistance. The representative informed me that a payoff letter would be mailed in about a week. I explained that I am in the middle of relocating and a hard copy would not be sufficient—I simply needed digital proof of the loan payoff. Despite my request, I was told there were no other options.
I then requested to speak with a supervisor, and was connected to Supervisor Rob, who was very pleasant and tried to assist. However, as I write this, my call has reached the 40-minute mark and I am still without a resolution.
It is unacceptable that in 2025, customers cannot access vital financial documentation—such as proof of a paid-off loan—through their online account. This experience has been frustrating, time-consuming, and reflects a lack of adequate digital infrastructure on M&T’s part.
I am requesting immediate assistance from M&T Bank in providing official documentation that my loan has been paid off and to improve access for customers seeking similar information in the future.
Thank you for your attention to this matter.
Sincerely,
*****Business Response
Date: 04/16/2025
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:04/01/2025
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 property was affected nay the hurricanes that hit Florida in October of last year. My insurance company paid us $124,000 for repairs, however in the process of endorsing the check, the bank kept the money and is refusing to provide the adequate funds to finish repairing the damages on the property. Now, after speaking to the bank, they plan to send only $6000 of the $124,000 which is not even close to covering any repairs of my home. During these past 6 months, I have been fixing the property with my own funds and even then, the bank is refusing to refund the money spent so far in the repair. This money was rightfully sent to me by my insurance company to fix my property, not for the bank to take.Business Response
Date: 04/15/2025
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: 04/15/2025
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 is providing false information in their response. they mentioned the draw of the account but not the amount of money received in the claim. also they state that a final inspection is schedule for April 24. im property owner and i don't have any information about a final inspection on the 24 of April. the inspection was done on April 9 and show 100 percent completion on my property. if they send what is noted in their respond they will still own $87,338. that still not pay and refuse to make a payment. i have done everything they requested and they still make a false statement to hold the money paid to fix my property. unfortunately i used the funds saving for my son medical college waiting for the bank to send me the money but at this point i feel that i need to get and attorney involved and this will cost me also more money.
Regards,
**** ****Business Response
Date: 04/25/2025
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:03/31/2025
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 unable to access my account to pay the mortgage by the requested time due to company error and have since paid off all charges.Business Response
Date: 04/14/2025
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:03/30/2025
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 locked out of my bank account for no reason other than trying to send money to myself via *****. The bank won't help and fraud protection is rude and won't help either. I need someone from corporate to help me.
My contact is below:
Name: ******** ******* ***** **********Business Response
Date: 04/11/2025
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:03/27/2025
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.
In January of 2025 I applied for a modification with ******** bank. It was approved and all monies owed were paid and tacked on to the end of my mortgage. My monthly payment was $2,555.32. On February 4th, my loan was sold to M&T Bank. I called twice a week, to ensure that the terms and conditions of my modification were upheld by M&T Bank. I tried to get in touch with my single point of contact numerous times to discuss the modification and details (Shaya D. ext. ****). On March 14th I checked my account again and found that they had deducted $6,532 from my principle balance and then changed my monthly payment to $2,990. They claim it was from their escrow analysis, however they are charging me for everything that was paid in the modification and added to the end of my principle balance. They have disregarded every phone call, every piece of proof that I have provided and have never returned a single call. I have been pushed from one department to the other, I provided proof that my escrow balance was $0 at the time M&T received my mortgage. I have proven that everything was paid weeks before they even received my file. My escrow analysis done with ******** showed that I would be paying $1055 monthly. I verified my yearly taxes, sent my dec. page to dispute the "forced place" amount they are claiming, and I verified my yearly amount for flood insurance. They are trying to escrow for sewer based on a past due balance that was already paid by the modification. I am now being double hit. I have sent detailed emails with proof and my "ticket" has been closed repeatedly with zero resolution. To be clear, I had a full modification agreement signed sealed and delivered to them and they have decided to completely ignore every bit of proof I have that they are wrong. Additionally, I made my February payment to ******** on January 29th and on Mar. 4th my payment to M&T. They are showing that I made a partial payment in March which will directly hurt my credit.Business Response
Date: 04/10/2025
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:03/26/2025
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 promised a redemption of my savings bonds, both in-person and with customer service over the phone, within 7-10 business days. It is now Business Day 19 and I still don't have my money. The bonds, worth $10448, were mailed from the Cockeysville, MD branch office on March 3. I contacted M & T customer service again, but they're just giving me the runaround and not providing any explanation, apology, or research on the matter. So my money is in limbo and I have no idea what's going on after entrusting M & T with my bonds. I do have copies of the original paper bonds, though.Business Response
Date: 04/07/2025
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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