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:03/25/2025
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 initially attempted to close my account online and over the phone, but despite having a zero balance, I was told this was not possible. Already frustrated by the inconvenience, I then made the effort to visit the branch in person to resolve the matter. Unfortunately, my experience at the branch only made matters worse.
When I met with a universal banker, Tara Ramrup, she informed me that I would be charged a penalty for early closure. Naturally, I asked for the disclosure that states this policy, but instead of assisting me, she outright refused to provide it and dismissively told me: “I don’t want to go back to the system again. You can look up the information online yourself.” Her tone and attitude were rude, unprofessional, and completely unacceptable.
As a customer, I have every right to request documentation regarding fees associated with my own account, especially if I was not made aware of them when I opened it. Instead of providing basic customer service, Ms. ****** engaged in an argument with me, refusing to assist or acknowledge my legitimate request. When I raised my voice in frustration and began recording the interaction on my phone, only then did the branch manager come out to intervene.
The branch manager, Axel ********, to his credit, at least acknowledged my concern and attempted to print the disclosure for me. However, while this was happening, Ms. ****** continued to behave in an unprofessional manner, leisurely humming songs as if completely indifferent to the situation—this was beyond infuriating and only escalated my frustration.
This level of customer service is absolutely unacceptable. Customers should not have to fight to obtain basic banking information, nor should they be treated with such dismissiveness and disrespect by bank employees. If an account closure penalty exists, it should be clearly disclosed without resistance from your staff.
Business Response
Date: 04/08/2025
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: 04/08/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They did not inform me or mentioned what actions they have taken against that particular employee.
Regards,
******* *****Initial Complaint
Date:03/25/2025
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 has continued to bill me on a closed account for years. I have called several times, but because the account is closed none of their service reps are able to help me. They state it is not possible for me to be auto debited to my bank on a closed account and that no such account excited. I have bank statements. They recently sent me a letter saying they will no longer reimburse me my payment and that it will be considered lost. My bank is unable to stop the transactions because they are auto debiting from my routing number. Every time I call, I am left on the phone for hours with no resolution. To top it off, I made a purchase at a dealership who also used the same financing company. So I am paying for a current loan and a loan that was closed years ago. I asked their billing department if they could credit the money I am sending them for the old loan to my new loan and was denied. They said they have no knowledge of my other loan, but if I don’t pay on my current loan-I will be delinquent. This is my last hope. I am hoping someone from their HQ can reach me and resolve this.Business Response
Date: 03/28/2025
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: 04/01/2025
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:03/25/2025
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 wife went into this M&T Bank branch in Lexington, MA today to change $300 in $20 bills, which we had carefully counted beforehand, into $300 in single dollar bills, to prepare for an upcoming trip (tips, etc.). The teller, Mr. Ian P*******, counted her $20 bills out of sight and quickly disappeared into the back room. When he returned, he told her that he had received only $240 from my wife and paid her that amount in singles. My wife loudly protested and spoke with the branch manager Mr. Deniz E******. He claimed that he would 'launch an investigation' into this matter. We both contacted him later in the day, and it became clear that he did not plan to refund my wife's $60.
This kind of short-change trick is not in character with a well-run commercial bank; and we have never encountered this behavior in all our 50 years of banking in the US and in other countries. I request that the BBB notify Mr E****** that this behavior by his tellers is not acceptable, and that we should be refunded our $60 immediately. I am shocked that I even need to file a complaint about something so shameless and outrageous! Thanks for anything you are able to do for us.Business Response
Date: 03/31/2025
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: 04/02/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
On 3/31, M & T Bank (Mr. Bennett H****** of the Customer Advocacy group in Buffalo, NY) wrote that "the individual who visited the branch to exchange the currency [and experienced the unsatisfactory situation] (my spouse, Mrs. **** *******) should return to the branch with valid identification to file a claim." She did do this yesterday, 4/1/25, and again spoke with the branch manager, Mr. Deniz E******. He took her government ID and made a copy of it and told her "an investigation would be conducted." We cannot "accept" your response until we learn the result of this investigation. As we explained in our initial complaint, **** gave the teller, Mr. Ian P*******, $300 cash in $20 bills , which had been carefully counted beforehand. She wished to obtain $300 in single bills for an upcoming trip I had to make, where I needed small change for tips and other small outlays. Mr. P******* counted her $20 bills out of her sight and quickly disappeared into the back room. When he returned, he told her that he had actually received only $240 from my wife and paid her that amount in singles. My wife loudly protested and spoke with the branch manager, Mr. Deniz E******. He claimed he would "launch an investigation" into this matter. When we each spoke with him by telephone later that afternoon, it became very clear that he had no intention to refund our missing $60. I should add that, when my wife confronted Mr. P******* and stated that the surveillance camera in the bank would reveal his short-change trick, he smirked and stated confidently that the bank's camera was not working at that time. In the following interactions with Mr. E******, he backed up Mr. P******* 100% and showed no intention of helping an aggrieved customer. My wife left the bank convinced that the two men were working closely together. If this were a well-run banking operation, they should both be terminated for criminal malfeasance. We are asking only for a refund of our $60. We have never experienced this sort of scam in any banking institution over the past 50 years in the US or abroad!
Regards,
****** ********Business Response
Date: 04/04/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bank blocked my account 6 hours after i had just had 3500$ loan deposited. I am disabled on hospice care in home . They made up a phony fraud alert and blocked stealing my money. I have no way to purchase food. The loan was to pay for MEDICATION. The fraud department is mean disrespectful and hang up. I will put in a civil suit. Tomorrow i have a **** meeting with the bank. I will demand to close my account and that all my money given to me. If not a lawsuit will follow on the bank and all of the 11 customer reps who harrasseed meBusiness Response
Date: 04/04/2025
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:03/24/2025
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 paying my car payment for over 2 years and haven't had a problem, until December. We started receiving late payment notices however, our payments had cleared on or within the grace period. They were not late. This month it happened again. It cleared on the first but they didn't post it until the 19th. Then they charged me a late fee. I use biweekly mortgage *********** to pay my bills and nothing else has this problem. So i called biweekly mort. And It was brought to my attention that every one of M&T banks customers, over $2 million in payments have all been reported late but the checks cleared by the 1st or within the grace period. They took my credit score down from over 700 to 575 and im not able to get a loan for something i need or get a mortgage to buy a new house bc of this. I want my credit fixed. And i don't want this to happen any more. I have reached out to them but they started putting my payments as principal only and not to my interest and saying I didn't pay. This is not acceptable and if it's happening to every one of their other customers this is fraud and needs to be addressed.Business Response
Date: 03/25/2025
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:03/22/2025
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.
Complaint Details:
I'm filing this complaint regarding M&T Bank's unprofessional handling of my account, false claims about communication attempts, and inconsistent information provided by multiple representatives.
Description of Problem:
On 2/25/25, I deposited three money orders ($499, $495, $490) into my M&T account. On 2/26, received text about "suspicious activity" and account restrictions. Called immediately, verified identity, was promised 4-business-day review with funds released by 3/4.
M&T sent letter (dated 2/27, received 3/5) claiming "information indicates check may not be paid" - false, as ******* ***** confirmed all money orders were cashed on 2/26.
After no updates by 3/3, sent detailed message requesting resolution. Received only "will respond soon" reply on 3/5.
On 3/6, branch visit revealed account under "legal hold" branch staff couldn't remove. Fraud department falsely claimed seeing only one money order despite all three visible in online banking.
On 3/7, Andrea R******* (Fraud Investigator) called, falsely claimed prior contact attempts, used condescending tone questioning my legitimate financial practices, and stated M&T would "not retain my account."
After providing requested documentation, I withdrew funds at a branch but was told only "back office" could close the account.
Same day, received message falsely claiming M&T "attempted to contact you" but I "did not return calls" – sent the very day I spoke with R*******.
Desired Resolution:
I welcome the closure of my M&T account given the poor service I've experienced. My concerns are:
1. Written confirmation that my account has been properly closed.
2. Assurance this incident will not negatively impact my banking history or credit report.
3. Confirmation of providing professional customer relations training for Ms. R******* to address her dismissive attitude toward legitimate banking practices.Business Response
Date: 04/04/2025
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:03/18/2025
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 states they disbursed my property tax payment to the city of Philadelphia on 3/3/2025, I sold my home on 3/7/2025. I had to pay out of pocket for the property taxes for the loan to close, the city of Philadelphia maintains they never received payment from M&T Bank. M&T Bank employees routinely state they will send me a receipt proving disbursement of the funds from the escrow account but have failed to do so. To add to this, M&T bank has recently closed my account which makes communication even tougher since there is no way to communicate with them anymore.Business Response
Date: 03/21/2025
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:03/17/2025
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 in the bank today with my son ******* ******** and we both was trying to open a account up for saving and checking account but I never have a account with yall in the past or before but he did But I was denied a account with y’all for no reason my ssn is *********** and I need y’all to find out why I was denied and unblock the issue or remove the issue and grant me permission or allow me to open the account up in branch or open it up over the phone call with me for checking and saving and give me both accounts numbers for saving and checking and router number for saving and checking and provide me a bonus code to the checking and saving or just checking account for new consumer and my son ssn is *********** do the same for him or allow him to be added under my account because I received his ssi payments and same as me even I wasn’t his payee or is his payee or allow him to open a new account etc please read both attachments below etc or allow him to use his other legal name is ******* ******** and my name is ******** ****** etc.Business Response
Date: 03/24/2025
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: 03/24/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
what should I do if I never have an account open with yall so wrong?
Regards,
******** ******Initial Complaint
Date:03/13/2025
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.
Hi, I want to submit a formal complaint against the unfair way you've treated me as a new client. First of all, I opened the checking account online, I followed all your process and you did a soft check on my credit - I got alerted about that. I then completed the docusign. First time the docusign failed because of the spaces in my last name - that is a common issue for me for having spaces in my last name. This should not be a reason to make me go through so much work - it is still my last name. I submitted it a second time since the docusign was resent to me, this time I used my passport and the system approved that. I call in today, first time I waited on the phone after speaking with a representative and while waiting got a strange long dial tone just the rest of the call. I called a second time, this time I spoke with an agent, same deal they have to put me on hold to talk to back-end team and then after 40 long minutes the call gets hung up by them. I called a third time, I spoke with someone and I explained everything that I just went through and how horrible the process has been and so disrespectful of my time. Didn't seem to care so his default solution is to tell me to step into a branch (which sounds like a way to get rid of me). I asked for a supervisor and explained the whole situation, including the issues with even getting adequate customer service, which leaves a very bad image about M&T as a new customer. He checked with back-end team just to tell me I still need to step into a branch, even after sending my passport.
What else do you need from me? I am pretty certain this is discriminatory in nature due to my last names containing spaces and because it's a complex last name. Different online systems accept spaces and some don't, some cut off my last name, etc. I have provided my state ID and also my US passport. I should be able to open and service my account online just like any other US citizen without issues or delays. This is not okay.Business Response
Date: 03/24/2025
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: 03/24/2025
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:03/11/2025
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.
Every March, M&T Bank charges me for an escrow shortage, despite the fact that I do not carry a shortage, as we have been tax-exempt for years. This marks the fourth consecutive year of the same issue. M&T Bank attributes the problem to the TAR (Tax Authority Reporting) system not being updated. I contacted my city, and the representative was unaware of this system, as their updates are provided by the county. Additionally, the county sends me an annual letter confirming our tax-exempt status. The city, who M&T Bank sends payment to has already sent letters to M&T Bank on July 30, 2024, December 30, 2024, and again on March 6, 2025, stating that we are exempt.
Despite this, I find myself repeatedly addressing this issue with M&T Bank. As a customer, I expect the bank to work on my behalf, not create unnecessary obstacles. This ongoing issue is a recurring problem, and I am often placed in the middle, having to correct an error that shouldn't exist in the first place. It is unreasonable for me to encounter this every March.
M&T Bank should be aware of our tax-exempt status, given the consistency of this issue year after year. The city, county, and I are fulfilling our responsibilities, yet M&T Bank seems to be neglecting theirs. I would expect the bank, if it were in my position, to take proactive steps, such as reaching out to the relevant authorities, to resolve this matter on my behalf. I hope to have a smooth March in 2026.Business Response
Date: 03/20/2025
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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