BBB Accredited Business since

M&T Bank

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Phone: (800) 724-2440 Fax: (716) 635-4019 View Additional Phone Numbers One M & T Plaza, Buffalo, NY 14203 http://mtb.com/


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that M&T Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for M&T Bank include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 533 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

533 complaints closed with BBB in last 3 years | 167 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 29
Billing/Collection Issues 218
Delivery Issues 9
Guarantee/Warranty Issues 1
Problems with Product/Service 276
Total Closed Complaints 533

Customer Reviews Summary Read customer reviews

9 Customer Reviews on M&T Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 9

Additional Information

BBB file opened: July 01, 1923 Business started: 01/01/1856 Business started locally: 01/01/1856
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

NYS Department of Financial Services

http://www.dfs.ny.gov
Phone Number: (212) 709-3500

Federal Deposit Insurance Corporation
550 17th Street, NW, Washington DC 20429-9990
http://www.fdic.gov

Business Management
Mr. James Beardi, Local Manager Chester Bridger , VP-Corporate Communications Ms. Nancy Brock, Corporate Communications Ms. Martine Brown, Northeast Marketing Director Mr. Daniel Burns, Rochester Div. President Ms. Ann Caruana, Crowley Webb Ms. Cindy Dertinger, Administration Mr. Geoffrey Fenn, VP Mr. Richard Gold, Webmaster Ms. Carol Grosso, Property Management Mr. James Horbowicz, Airport Plaza Manager Ms. Susan Hugill, Credit Card Processing Mr. Jay Johnson, Customer Service Ms. Lynn Kane, Retail Marketing Ms. Elaine Lesperance, Webmaster Mr. Ray Logan, SVP, Human Resources Mr. Chris Marra, Retail Marketing Mr. Stephen J. Meyer, Vice President Mr. Robert Moody, VP Retail Marketing Mr. Rob Northway, Retail Advertising Mr. Ken Paulin, Purchasing Manager Ms. Debbie Pringle, Banking Officer Ms. Carrie Steck, Assistant Manager Ms. Mary C. Szabat, Sales Rep. Ms. Lynn Waclaweck, Marketing Mr. Robert Wilmers, Chairman, CEO Ms. Karen Woodman, Electronic Advertising Mr. Robert D. Young, Sales training Man.
Contact Information
Principal: Ms. Claudia Heath, Customer Ser. Mortgage Corp.
Business Category

BANKS CREDIT CARDS & PLANS LOANS AUTO RENTING & LEASING MORTGAGE LENDER

Alternate Business Names
First Empire State Corporation Highland Lease Corporation M&T Credit Corporation M&T Mortgage Corp. M&T Securities Manufacturers & Traders Trust Company OnBank.com
Industry Tips
Credit Card - Your Liability Credit Card Offers Home Mortgage Predatory Practices

Additional Locations

  • 10 Slade Avenue

    West Seneca, NY 14224

  • 1001 East Ridge Rd.

    Rochester, NY 14621

  • 10614 Main Street

    Clarence, NY 14031

  • 1100 Wehrle Dr  PO Box 767

    Buffalo, NY 14221

  • 1110 Union Road

    West Seneca, NY 14224

  • 1282 Long Pond Road

    Rochester, NY 14626

  • 130 Grant

    Buffalo, NY 14213

  • 1308 Niagara Falls Blvd

    Tonawanda, NY 14150

  • 135 Hamburg

    East Aurora, NY 14052

  • 1385 Lyell Avenue

    Rochester, NY 14606

  • 1400 Miracle Mile Drive

    Rochester, NY 14623

  • 1490 Jefferson Avenue

    Buffalo, NY 14208

  • 1580 Hertel Avenue

    Buffalo, NY 14216

  • 16 West Main St.

    Rochester, NY 14614

  • 1627 Monroe Avenue

    Rochester, NY 14618

  • 17 North Main Street

    Silver Springs, NY 14550

  • 1820 East Ave

    Rochester, NY 14610

  • 1848 Clinton Avenue S.

    Rochester, NY 14618

  • 1854 Empire Blvd.

    Webster, NY 14580

  • 1877 Main Street

    Buffalo, NY 14208

  • 1975 Buffalo Road

    Rochester, NY 14624

  • 2 Courtney Drive

    Fairport, NY 14450

  • 2 East Avenue

    Hilton, NY 14468

  • 2050 Kensington Avenue

    Amherst, NY 14226

  • 2133 Hudson Avenue

    Rochester, NY 14617

  • 2180 Union Road

    Buffalo, NY 14224

  • 2199 Seneca Street

    Buffalo, NY 14210

  • 22 Mechanic

    Springville, NY 14141

  • 2201 Penfield Road

    Penfield, NY 14526

  • 23 Lake Avenue

    Blasdell, NY 14219

  • 2303 Delaware Avenue

    Buffalo, NY 14216

  • 2330 Maple Road

    Buffalo, NY 14225

  • 2381 Grand Island Blvd

    grand island, NY 14150

  • 255 East Ave., 2nd Floor

    Rochester, NY 14604

  • 2700 North Forest Road

    Getzville, NY 14068

  • 2731 South Park Avenue

    Buffalo, NY 14218

  • 28 North Main Street

    Honeoye Falls, NY 14472

  • 280 Midtown Plaza,  2nd Floor

    Rochester, NY 14604

  • 2875 Union Road, Suite 30-33

    Cheektowaga, NY 14227

  • 2882 Delaware Avenue

    Kenmore, NY 14217

  • 289 Upper Falls Blvd.

    Rochester, NY 14605

  • 3035 Niagara Falls Blvd

    east amherst, NY 14228

  • 3037 Bailey Avenue

    Buffalo, NY 14215

  • 314 Waring Road

    Rochester, NY 14609

  • 3175 Chili Avenue

    Rochester, NY 14624

  • 3208 Latta Rd.

    Rochester, NY 14612

  • 3290 Monroe Avenue

    Rochester, NY 14618

  • 3500 Main Street

    Amherst, NY 14226

  • 3507 Mt. Read Blvd.

    Rochester, NY 14616

  • 3637 Delaware Avenue

    Buffalo, NY 14217

  • 3700 Union Road

    Cheektowaga, NY 14225

  • 3824 N. Main Street

    Marion, NY 14505

  • 4084 North Buffalo Road

    orchard park, NY 14217

  • 428 Evans

    Williamsville, NY 14221

  • 43 South Main Street

    Perry, NY 14530

  • 447 William

    Buffalo, NY 14204

  • 4564 Main Street

    Amherst, NY 14226

  • 4747 Transit Road

    Depew, NY 14043

  • 490 Dorrance Avenue

    Buffalo, NY 14218

  • 5400 Broadway

    Buffalo, NY 14221

  • 55 Main St

    Batavia, NY 14020

  • 6 State Street

    Nunda, NY 14517

  • 6000 South Park

    Hamburg, NY 14075

  • 644 Bailey Avenue

    Buffalo, NY 14206

  • 65 Broad Street

    Tonawanda, NY 14150

  • 6560 Fourth Section Road

    Brockport, NY 14420

  • 66 Panorama Plaza

    Rochester, NY 14625

  • 709 Elmwood Avenue

    Buffalo, NY 14222

  • 7300 Transit Road

    Buffalo, NY 14211

  • 740 Maple Road

    Williamsville, NY 14221

  • 750 Main Street

    Buffalo, NY 14202

  • 788 Tonawanda

    Buffalo, NY 14207

  • 849 Fairport Road

    East Rochester, NY 14445

  • 9328 Transit Road

    East Amherst, NY 14051

  • 950 Ridge Road

    Webster, NY 14580

  • 955-969 Payne Avenue

    North Tonawanda, NY 14120

  • 999 Broadway Avenue

    Buffalo, NY 14212

  • Airport Plaza 4168 Union Road

    Buffalo, NY 14225

  • One M & T Plaza

    Buffalo, NY 14203

  • PO Box 3448

    Buffalo, NY 14240

  • Spencerport Village Plaza

    Spencerport, NY 14559

  • Walden & Harlem Road

    Cheektowaga, NY 14225

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Box Ridge DrEmmorton Branch & Drive-in

    Abingdon, MD 21009-1710

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Light St Fl B2Charles & Lombard 17th Floor

    Baltimore, MD 21202-1099

  • THIS LOCATION IS NOT BBB ACCREDITED

    11003 Manklin Creek RdOcean Pines

    Berlin, MD 21811-4010

  • THIS LOCATION IS NOT BBB ACCREDITED

    118 New Market PlWaugh Chapel Branch & Drive-in

    Gambrills, MD 21054-1639

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 Chartley DrReisterstown/chartley Branch &

    Reisterstown, MD 21136-2321

  • THIS LOCATION IS NOT BBB ACCREDITED

    1325D Liberty RdEldersburg Branch & Drive-in

    Sykesville, MD 21784-6412

  • THIS LOCATION IS NOT BBB ACCREDITED

    155 E Carroll StSalisbury

    Salisbury, MD 21801-5421

  • THIS LOCATION IS NOT BBB ACCREDITED

    1966 Greenspring Dr STE 405

    Timonium, MD 21093

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 Phillip Morris DrRoute 50

    Salisbury, MD 21804-1923

  • THIS LOCATION IS NOT BBB ACCREDITED

    23 Brinton Way

    Elkton, MD 21921

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 S Charles St Ste 1900M & T Main Branch

    Baltimore, MD 21201-3304

  • THIS LOCATION IS NOT BBB ACCREDITED

    26 N Court St

    Frederick, MD 21701-5414

  • THIS LOCATION IS NOT BBB ACCREDITED

    32 York RdTowson University

    Towson, MD 21204-5204

  • THIS LOCATION IS NOT BBB ACCREDITED

    3763 Old Court RdPikesville Branch & Drive-in

    Pikesville, MD 21208-3902

  • THIS LOCATION IS NOT BBB ACCREDITED

    4126 E Joppa RdFestival at Perry Hall Branch

    Nottingham, MD 21236-2223

  • THIS LOCATION IS NOT BBB ACCREDITED

    495 Old Mill Rd Ste GOlde Mill Branch & Drive-in

    Millersville, MD 21108-1042

  • THIS LOCATION IS NOT BBB ACCREDITED

    5100 Campbell BlvdNottingham Square @ White Marsh

    Nottingham, MD 21236-5030

  • THIS LOCATION IS NOT BBB ACCREDITED

    5236 North Point Blvd

    Sparrows Point, MD 21219

  • THIS LOCATION IS NOT BBB ACCREDITED

    52nd Street Sunoco5201 Coastal Hwy

    Ocean City, MD 21842-3139

  • THIS LOCATION IS NOT BBB ACCREDITED

    5585 Spectrum DrFrancis Scott Key Mall/ Branch &

    Frederick, MD 21703-8350

  • THIS LOCATION IS NOT BBB ACCREDITED

    6093 Spring Ridge Pkwy

    Frederick, MD 21701-5898

  • THIS LOCATION IS NOT BBB ACCREDITED

    6304 1/2 York Rd

    Baltimore, MD 21212-2635

  • THIS LOCATION IS NOT BBB ACCREDITED

    776 E 25th StTwenty-fifth Street Branch

    Baltimore, MD 21218-5436

  • THIS LOCATION IS NOT BBB ACCREDITED

    80 West St

    Annapolis, MD 21401-2401

  • THIS LOCATION IS NOT BBB ACCREDITED

    8493 Fort Smallwood RdRiviera Beach Branch & Drive-in

    Pasadena, MD 21122-2739

  • THIS LOCATION IS NOT BBB ACCREDITED

    943 Pulaski HwyHavre De Grace

    Havre De Grace, MD 21078-2601

  • THIS LOCATION IS NOT BBB ACCREDITED

    Aberdeen Branch & Drive-In207 W Bel Air Ave

    Aberdeen, MD 21001-2420

  • THIS LOCATION IS NOT BBB ACCREDITED

    Airport Square Branch & Drive-In801 Elkridge Landing Rd

    Linthicum Heights, MD 21090-2902

  • THIS LOCATION IS NOT BBB ACCREDITED

    Alex Brown1 South St

    Baltimore, MD 21202-3298

  • THIS LOCATION IS NOT BBB ACCREDITED

    Baltimore Sun Building501 N Calvert St 3rd Fl

    Baltimore, MD 21202-3660

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bay Hills Branch & Drive-In1230 Bay Dale Dr

    Arnold, MD 21012-2325

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Air Branch & Drive-In12 Office St

    Bel Air, MD 21014-3704

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Air Plaza Branch579 Baltimore Pike

    Bel Air, MD 21014-4319

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Garden Bi-Rite5950 Belair Rd

    Baltimore, MD 21206-2615

  • THIS LOCATION IS NOT BBB ACCREDITED

    Belvedere Branch & Drive-In5910 York Rd

    Baltimore, MD 21212-3026

  • THIS LOCATION IS NOT BBB ACCREDITED

    Brooklyn Park Branch & Drive-In5738 Ritchie Hwy

    Brooklyn, MD 21225-3641

  • THIS LOCATION IS NOT BBB ACCREDITED

    Browns Wharf1615 Thames St

    Baltimore, MD 21231-3460

  • THIS LOCATION IS NOT BBB ACCREDITED

    Burke Avenue Branch & Drive-In32 York Rd

    Towson, MD 21204-5204

  • THIS LOCATION IS NOT BBB ACCREDITED

    BWI Commerce Park Branch & Drive-In7500 B Connelley Drive

    Hanover, MD 21076

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cambridge Branch & Drive-In405 Sunburst Hwy

    Cambridge, MD 21613-2511

  • THIS LOCATION IS NOT BBB ACCREDITED

    Camden Branch & Drive-In823 S Salisbury Blvd

    Salisbury, MD 21801-6207

  • THIS LOCATION IS NOT BBB ACCREDITED

    Canton Marine2334 Boston St Ste A

    Baltimore, MD 21224-3666

  • THIS LOCATION IS NOT BBB ACCREDITED

    Carroll Street Branch & Drive-In155 E Carroll St

    Salisbury, MD 21801-5421

  • THIS LOCATION IS NOT BBB ACCREDITED

    Catonsville AmocoFrederick Road. & Bishops Lane.

    Catonsville, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    Catonsville Branch705 Frederick Rd

    Catonsville, MD 21228-4502

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cherry ValleyReisterstown & Cherry Valley Rd.

    Reisterstown, MD 21136

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cockeysville Branch & Drive-In10431 York Rd

    Cockeysville, MD 21030-2501

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cross Street Branch19 E Cross St

    Baltimore, MD 21230-4003

  • THIS LOCATION IS NOT BBB ACCREDITED

    Days Inn Inner Harbor100 Hopkins Pl

    Baltimore, MD 21201-2689

  • THIS LOCATION IS NOT BBB ACCREDITED

    Deale Branch & Drive-In632 E Bay Front Rd

    Deale, MD 20751-9748

  • THIS LOCATION IS NOT BBB ACCREDITED

    Denton Branch & Drive-In126 Market St

    Denton, MD 21629-1035

  • THIS LOCATION IS NOT BBB ACCREDITED

    Dobbin Road Branch & Drive-In6395 Dobbin Rd

    Columbia, MD 21045-4790

  • THIS LOCATION IS NOT BBB ACCREDITED

    Dual Highway Branch & Drive-In930 Dual Hwy

    Hagerstown, MD 21740-5913

  • THIS LOCATION IS NOT BBB ACCREDITED

    Eastern Avenue Exxon6408 Eastern Ave

    Baltimore, MD 21224-2916

  • THIS LOCATION IS NOT BBB ACCREDITED

    Edgewater Branch & Drive-In3150 Solomons Island Rd

    Edgewater, MD 21037-1702

  • THIS LOCATION IS NOT BBB ACCREDITED

    Elkton-Acme Branch101 Big Elk Mall

    Elkton, MD 21921-5912

  • THIS LOCATION IS NOT BBB ACCREDITED

    Essex Branch & Drive-In809 Eastern Blvd

    Essex, MD 21221-3500

  • THIS LOCATION IS NOT BBB ACCREDITED

    Festival At Frederick Branch448 Prospect Blvd

    Frederick, MD 21701-6400

  • THIS LOCATION IS NOT BBB ACCREDITED

    First Center110 S Paca St

    Baltimore, MD 21201-1642

  • THIS LOCATION IS NOT BBB ACCREDITED

    Food / Lion Market11800 Old National Pike

    New Market, MD 21774-6118

  • THIS LOCATION IS NOT BBB ACCREDITED

    Fountain Green Branch & Drive-In1201 Agora Dr

    Bel Air, MD 21014-6859

  • THIS LOCATION IS NOT BBB ACCREDITED

    Frederick Towne Mall BranchRoute 40 West

    Frederick, MD 21702

  • THIS LOCATION IS NOT BBB ACCREDITED

    Fresh Fields1340 Smith Ave

    Baltimore, MD 21209-3701

  • THIS LOCATION IS NOT BBB ACCREDITED

    Glebe Road Branch & Drive-In223 Glebe Rd

    Easton, MD 21601-3214

  • THIS LOCATION IS NOT BBB ACCREDITED

    Glen Burnie Branch7560 Ritchie Hwy

    Glen Burnie, MD 21061-3717

  • THIS LOCATION IS NOT BBB ACCREDITED

    Gordy Fuel Co. Salisbury Exxon501 Springhill Rd. & Route 50

    Salisbury, MD 21801

  • THIS LOCATION IS NOT BBB ACCREDITED

    Greene Street Branch100 N Greene St

    Baltimore, MD 21201-1563

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hampton Plaza300 E Joppa Rd

    Towson, MD 21286-3020

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hancock Branch & Drive-In279 N Pennsylvania Ave

    Hancock, MD 21750-1042

  • THIS LOCATION IS NOT BBB ACCREDITED

    Harbor Place Pratt301 E Pratt St 2nd Fl

    Baltimore, MD 21202-3110

  • THIS LOCATION IS NOT BBB ACCREDITED

    Havre De Grace / Weis Market943 Pulaski Hwy

    Havre De Grace, MD 21078-2601

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hereford Branch & Drive-In212 Mount Carmel Rd

    Parkton, MD 21120-9725

  • THIS LOCATION IS NOT BBB ACCREDITED

    Howard Street715 N Howard St

    Baltimore, MD 21201-4608

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hunt Valley Branch & Drive-In120 Shawan Rd

    Hunt Valley, MD 21030-1325

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ingleside Branch & Drive-In5642 Baltimore National Pike

    Catonsville, MD 21228-1401

  • THIS LOCATION IS NOT BBB ACCREDITED

    Inner Harbor Center Branch400 E Pratt St

    Baltimore, MD 21202-3116

  • THIS LOCATION IS NOT BBB ACCREDITED

    Johns Hopkins Branch34th & Charles St. Gilman Hall

    Baltimore, MD 21218

  • THIS LOCATION IS NOT BBB ACCREDITED

    Kent Island Branch & Drive-In60 Kent Town Market

    Chester, MD 21619-2632

  • THIS LOCATION IS NOT BBB ACCREDITED

    Kenwood Branch & Drive-In6267 Kenwood Ave

    Rosedale, MD 21237-2020

  • THIS LOCATION IS NOT BBB ACCREDITED

    Kings Contrivance Branch & Drive-I8640 Guilford Rd Ste B90

    Columbia, MD 21046-2615

  • THIS LOCATION IS NOT BBB ACCREDITED

    Liberty Road Amoco8207 Liberty Rd

    Windsor Mill, MD 21244-3033

  • THIS LOCATION IS NOT BBB ACCREDITED

    Marley Station Mall Branc7900 Ritchie Hwy

    Glen Burnie, MD 21061-4367

  • THIS LOCATION IS NOT BBB ACCREDITED

    Maryland City/Weis Market3331 Corridor Marketplace

    Laurel, MD 20724-2378

  • THIS LOCATION IS NOT BBB ACCREDITED

    Merritt Manor Branch & Drive-In1115 Merritt Blvd

    Dundalk, MD 21222-1438

  • THIS LOCATION IS NOT BBB ACCREDITED

    Montego Bay Branch & Drive-In12831 Coastal Hwy

    Ocean City, MD 21842-4716

  • THIS LOCATION IS NOT BBB ACCREDITED

    Mount Washington5801 Smith Ave Usf&G

    Baltimore, MD 21209-3652

  • THIS LOCATION IS NOT BBB ACCREDITED

    Mt. Airy Branch / Weis Market1001 Twin Arch Rd

    Mount Airy, MD 21771-4138

  • THIS LOCATION IS NOT BBB ACCREDITED

    Mt. Airy Superfresh Branch504 E Ridgeville Blvd

    Mount Airy, MD 21771-5252

  • THIS LOCATION IS NOT BBB ACCREDITED

    Nicodemus Branch101 W Washington St

    Hagerstown, MD 21740-4709

  • THIS LOCATION IS NOT BBB ACCREDITED

    North Plaza Branch & Drive-In8812 Waltham Woods Rd

    Parkville, MD 21234-2402

  • THIS LOCATION IS NOT BBB ACCREDITED

    North Pointe Branch & Drive-In2730 N Salisbury Blvd

    Salisbury, MD 21801-2143

  • THIS LOCATION IS NOT BBB ACCREDITED

    Northern Avenue Branch & Drive-In200 Northern Ave

    Hagerstown, MD 21742-2920

  • THIS LOCATION IS NOT BBB ACCREDITED

    Northrup GrummanRoutes 170 & 46

    Hanover, MD 21076

  • THIS LOCATION IS NOT BBB ACCREDITED

    Oak Ridge Branch & Drive-In18216 Oak Ridge Dr

    Hagerstown, MD 21740-1916

  • THIS LOCATION IS NOT BBB ACCREDITED

    Oakland Mills Branch & Drive-In5805 Stevens Forest Rd

    Columbia, MD 21045-3701

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ocean City15th Street Shopping Center

    Ocean City, MD 21842

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Mall North Branch & Drive-In10025 Governor Warfield Pkwy

    Columbia, MD 21044-3340

  • THIS LOCATION IS NOT BBB ACCREDITED

    Owings Mills New Towne Branch & Dri9780 Groffs Mill Dr

    Owings Mills, MD 21117-6341

  • THIS LOCATION IS NOT BBB ACCREDITED

    Parkville Branch7904 Harford Road

    Baltimore, MD 21235-0001

  • THIS LOCATION IS NOT BBB ACCREDITED

    Parole Branch & Drive-In2027 Somerville Rd

    Annapolis, MD 21401-3725

  • THIS LOCATION IS NOT BBB ACCREDITED

    Patapsco Village Branch & Drive-In3470 Annapolis Rd

    Halethorpe, MD 21227-1117

  • THIS LOCATION IS NOT BBB ACCREDITED

    Pennsylvania Avenue Branch & Drive-13409 Pennsylvania Ave

    Hagerstown, MD 21742-2604

  • THIS LOCATION IS NOT BBB ACCREDITED

    Perring Parkway Branch & Drive-In2301 Cleanleigh Dr

    Parkville, MD 21234-6807

  • THIS LOCATION IS NOT BBB ACCREDITED

    Perry Hall Branch & Drive-In8675 Belair Rd

    Nottingham, MD 21236-2703

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 37258

    Baltimore, MD 21297-3258

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 64787

    Baltimore, MD 21264

  • THIS LOCATION IS NOT BBB ACCREDITED

    Point/Edgemere Branch & Drive-In5230 N Point Blvd Sparrows

    Sparrows Point, MD 21219-1703

  • THIS LOCATION IS NOT BBB ACCREDITED

    Price Club Plaza Branch & Drive-In561 E Ordnance Rd

    Glen Burnie, MD 21060-6555

  • THIS LOCATION IS NOT BBB ACCREDITED

    Rising Sun Branch & Drive-In2841 Tome Hwy

    Colora, MD 21917-1217

  • THIS LOCATION IS NOT BBB ACCREDITED

    RiversideRoute 26 and Trading Lane

    Frederick, MD 21701

  • THIS LOCATION IS NOT BBB ACCREDITED

    Roland Park Branch & Drive-In5201 Roland Ave

    Baltimore, MD 21210-1926

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ruxton Branch7615 Bellona Ave

    Towson, MD 21204-6609

  • THIS LOCATION IS NOT BBB ACCREDITED

    Security Woodlawn1514 Woodlawn Dr

    Gwynn Oak, MD 21207-4009

  • THIS LOCATION IS NOT BBB ACCREDITED

    Seton Hill Branch5724 Wabash Ave

    Baltimore, MD 21215-3203

  • THIS LOCATION IS NOT BBB ACCREDITED

    Seventh Street Branch & Drive-In929 W Seventh St

    Frederick, MD 21701-8527

  • THIS LOCATION IS NOT BBB ACCREDITED

    Severna Park Branch & Drive-In534 Ritchie Hwy

    Severna Park, MD 21146-2925

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sheetz3281 Main St

    Manchester, MD 21102-1773

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sinai Hospital2401 W Belvedere Ave

    Baltimore, MD 21215-5270

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. James Branch3401 Eastern Ave

    Baltimore, MD 21224-4122

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Johns Lane Branch & Drive-In9125 Baltimore National Pike

    Ellicott City, MD 21042-3922

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Paul Branch300 St Paul St

    Baltimore, MD 21202-2120

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Thomas Shopping Center9840 Reisterstown Rd

    Owings Mills, MD 21117-4121

  • THIS LOCATION IS NOT BBB ACCREDITED

    Stonegate / Weis Market2 Old Camp Rd

    Frederick, MD 21702-3740

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sun Papers/Sun Park300 E Cromwell St

    Baltimore, MD 21230-5024

  • THIS LOCATION IS NOT BBB ACCREDITED

    Timonium Branch & Drive-In9625 Deereco Rd

    Lutherville Timonium, MD 21093-6987

  • THIS LOCATION IS NOT BBB ACCREDITED

    Towson Branch & Drive-In405 Washington Ave

    Towson, MD 21204-4816

  • THIS LOCATION IS NOT BBB ACCREDITED

    Valley Mall Branch & Drive-In17301 Valley Mall Dr

    Hagerstown, MD 21740

  • THIS LOCATION IS NOT BBB ACCREDITED

    Westminster Branch & Drive-In625-A Baltimore Blvd

    Westminster, MD 21157-6121

  • THIS LOCATION IS NOT BBB ACCREDITED

    Woodbridge Branch & Drive-In1409 Pulaski Hwy

    Edgewood, MD 21040-1342

  • THIS LOCATION IS NOT BBB ACCREDITED

    Yorkridge Branch & Drive-In38 W Ridgely Rd

    Lutherville Timonium, MD 21093-5112

  • THIS LOCATION IS NOT BBB ACCREDITED

    10745 Falls Rd

    Lutherville, MD 21093

  • THIS LOCATION IS NOT BBB ACCREDITED

    114 E Lexington St

    Baltimore, MD 21202

  • THIS LOCATION IS NOT BBB ACCREDITED

    123 Crain Hwy N Ste AGlen Burnie Branch

    Glen Burnie, MD 21061

  • THIS LOCATION IS NOT BBB ACCREDITED

    1763 Chesaco AvenueGolden Ring Mall Branch

    Baltimore, MD 21237

  • THIS LOCATION IS NOT BBB ACCREDITED

    37 W Aylesbury RdLutherville/timonium Branch

    Lutherville, MD 21093

  • THIS LOCATION IS NOT BBB ACCREDITED

    5722 Ritchie HwyBrooklyn Park Branch

    Baltimore, MD 21225

  • THIS LOCATION IS NOT BBB ACCREDITED

    670 Old Mill RdOld Mill Branch

    Millersville, MD 21108

  • THIS LOCATION IS NOT BBB ACCREDITED

    8048 Ritchie HwyPasadena Crossroads Branch

    Pasadena, MD 21122

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Air Branch1904 Emmorton Rd

    Bel Air, MD 21015

  • THIS LOCATION IS NOT BBB ACCREDITED

    Belair Road Branch5225 Belair Rd

    Baltimore, MD 21206

  • THIS LOCATION IS NOT BBB ACCREDITED

    Belvedere Branch518 E Belvedere Ave

    Baltimore, MD 21212

  • THIS LOCATION IS NOT BBB ACCREDITED

    Broadway Branch250 S Broadway

    Baltimore, MD 21231

  • THIS LOCATION IS NOT BBB ACCREDITED

    Canton Branch2934 Odonnell St

    Baltimore, MD 21224

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    Catonsville Branch5457 Baltimore National Pike

    Baltimore, MD 21229

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    Columbia Branch10440 Little Patuxent Pkwy

    Columbia, MD 21044

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    Crofton, MD 21114

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    Dundalk Branch39 Shipping Pl

    Baltimore, MD 21222

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    Eastpoint Branch7841 Eastpoint Mall

    Baltimore, MD 21224

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    Ebenezer Road Branch4375 Ebenezer Rd

    Baltimore, MD 21236

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    Edmondson Village Branch4552 Edmondson Ave

    Baltimore, MD 21229

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    Ellicott City, MD 21042

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    Golden Ring Branch6417 Petrie Way Rd

    Baltimore, MD 21237

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    Golden Ring Drive-In15 Fontana Ln

    Baltimore, MD 21237

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    Goucher Boulevard Branch803 Goucher Blvd

    Baltimore, MD 21286

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    Hampden Branch1010 W 36th St

    Baltimore, MD 21211

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    Hillendale Branch6843 Loch Raven Blvd

    Towson, MD 21286

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    Hunt Valley Branch11351 York Rd

    Cockeysville, MD 21030

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    Monument Street Branch2118 E Monument St

    Baltimore, MD 21205

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    Owings Mills Branch9936 Reisterstown Rd

    Owings Mills, MD 21117

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    Parkville Branch7904 Harford Road

    Baltimore, MD 21235-0001

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    Patapsco Branch3418-A Annapolis Rd

    Baltimore, MD 21227

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    Perring Plaza Branch1955 E Joppa Rd

    Baltimore, MD 21234

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    Perry Hall Branch4131 E Joppa Rd

    Baltimore, MD 21236

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    Pikesville Branch1700 Reisterstown Rd Ste 117

    Baltimore, MD 21208

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    PO Box 1661

    Baltimore, MD 21203

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    Pratt Street Branch250 W Pratt St

    Baltimore, MD 21201

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    Randallstown Branch8638 Liberty Rd

    Randallstown, MD 21133

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    Baltimore, MD 21215

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    Baltimore, MD 21244

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    Severna Park, MD 21146

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    Baltimore, MD 21230

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    Baltimore, MD 21219

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    Towson, MD 21204

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    Waverly Branch3111 Greenmount Ave

    Baltimore, MD 21218

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    Wilkens Plaza Branch4656 Wilkens Ave

    Baltimore, MD 21229

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    Woodlawn Branch7210 Ambassador Rd

    Baltimore, MD 21244

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    10100 Baltimore National Pike

    Ellicott City, MD 21042-3614

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    5910 York Rd # 1

    Baltimore, MD 21212

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    5910 York Road

    Baltimore, MD 21212

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    118 Baltimore St

    Cumberland, MD 21502

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    P.O.Box 62182

    Baltimore, MD 21264

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    P.O. Box 64679

    Baltimore, MD 21264

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    1201 National Hwy

    Cumberland, MD 21502

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    2637 Brandermill Blvd.

    Gambrills, MD 21054

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    5724 Wabash Ave

    Baltimore, MD 21215

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    7900 Ritchie Hwy

    Glen Burnie, MD 21061

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    7900 Ritchie Hwy STE A207

    Glen Burnie, MD 21061

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    4915 Executive Park Dr

    Columbia, MD 21045

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    6375 Mill St.

    Rhinebeck , NY 12572

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    main street

    Fishkill , NY 12524

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    146 Spring Street

    Houtzdale, PA 16651

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    146 Spring Street

    Houtzdale, PA 16651

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    409 E 25th St

    Altoona, PA 16601

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    428 N. Front St.

    Philipsburg , PA 16866

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    811 17th st

    altoona, PA 16602

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    South Front Street

    Philipsburg, PA 16866

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    902 Carnegie Center, Suite 460

    Princeton, NJ 08540

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    10410 Campus Way South

    Largo, MD 20774

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    11175 Mall Circle

    Waldorf, MD 20603

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    14060 Baltimore Blvd.

    Laurel, MD 20707

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    210 Mall CircleSt. Charles Town Center

    waldorf, MD 20603

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    215 N. Frederick Avenue

    Gaithersburg, MD 20877

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    2865 Alabama Ave, SE

    Washington, DC 20020

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    3221 Spartan Drive

    Olney, MD 20832

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    510 Solomons Island Road

    Prince Frederick, MD 20678

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    555 12Th Street NW

    Washington, DC 20004

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    6262 Oxon Hill Road

    Oxon Hill, MD 20745

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    6304 Kirby RoadSuite 200

    Clinton, MD 20770

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    6434 Georgia Avenue, N.W.

    Washington, DC 20012

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    44 West Market Street

    Wilkes-barre, PA 18773

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    499 Mitchell Road

    Millsboro, DE 19966

  • 1100 N. Market Street  Rodney Square North

    Wilmington, DE 19890

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    2801 N Parham Rd

    Richmond, VA 23294

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    151 S Wymore Rd #602

    Altamonte Springs, FL 32714

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    10510 NE Northup Way Ste 350

    Kirkland, WA 98033

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    10510 Northup Way Ste 350

    Kirkland, WA 98033

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    1200 Westlake Ave N Ste 508

    Seattle, WA 98109

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    1756 114th Ave SE Ste 130

    Bellevue, WA 98004

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    400 W Gowe St Ste 110

    Kent, WA 98032

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    4949 Meadows Rd Ste 500

    Lake Oswego, OR 97035

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    4949 Meadows Rd Ste 500

    Lake Oswego, OR 97035

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    5016 California Ave SW Ste 102

    Seattle, WA 98136

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    5016 California Ave SW Ste 102

    Seattle, WA 98136

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    8100 NE Parkway Dr Ste 250

    Vancouver, WA 98662

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/30/2015 Problems with Product/Service
8/29/2015 Problems with Product/Service
8/27/2015 Billing/Collection Issues
8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to close my account a lot of times during the last two or three years with around $500 in the account. Because I moved from NJ to CA, the bank wants me to fax them prove of new address, I faxed them my state ID, and a copy of utility bills that under my son's name. I faxed it to them about 6 times at diffrent fax machine just in cast one of them didn't work. They still refused to mail me back the balance on my account. They said I have to go into a branch. I strongly believed this unreasonable. The contact info at M&T Bank is: attn: **** ********** *********9. Thanks

Desired Settlement: mail me a check for the balance on my account ASAP.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


8/25/2015 Problems with Product/Service
8/22/2015 Problems with Product/Service
8/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Tuesday June 16, 2015 at about 7:40 am I stopped at the ATM of the Arcade branch of M&T bank to make a deposit of about $301. In the process of making the deposit the ATM ate my money and gave me a ticket saying there was an error and the money could not be returned. Since the branch was not open yet I went to work and called the number on the bank card and the lady I spoke to gave me a provisional credit for $301 and opened a claim, claim number is ********. On August 4, 2015 I received a letter stating that my claim was denied and the bank was going to reverse the provisional credit. Upon receiving this letter I went down to the Arcade branch to find out why. The girl who took care of me there called somewhere and had me write up a letter so my claim could be reopened because there ATM log from June 16 clearly shows there was $236 stuck in the ATM. On Friday August 7, 2015 the bank took the $301 provisional credit, which I am not happy about because the bank has decided that they are going to keep all my money. The ATM camera and log clearly shows it was me at the ATM and it was my money that got stuck in the ATM because my transaction jammed the machine so no one was able to use it after me.

Desired Settlement: I would like bank to at least give me the $236 back that was stuck in the ATM. I do not know what happened to the money the machine started counting so I can only ask for the money that I can prove was stuck in there.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


8/20/2015 Problems with Product/Service
8/20/2015 Problems with Product/Service
8/16/2015 Billing/Collection Issues
8/15/2015 Problems with Product/Service
8/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received a letter today about the bank debating my account for $204.82. It his is a bogus amount the fraud amount was $137.82. I wrote them a message telling they I received 2 credits for one fraudulent purchase. They return the favor of my honesty by saying they did make a processing error and that my claim was denied. What claim? I called the customer service department and spoke to someone tat called herself Nora. I told her I was very upset and that I did not mean to upset Her I know none of this was her fault. I was doubly mad because I know that the fraudulent charges were reversed because I spoke to someone at the company. This was not the first time I have had problems with this bank. Like I said I was angry and told her, in anger that I wish I could go to the house of the person that made the fraudulent charges and shoot them. I have cancer so what can they do to me. I then apologized again. About an hour later 4 policeman bank at my door and ask for my ID and phone number. This Nora person told them I was suicidlal and was going to shoot someone and kilo myself. My neighbors heard this. She said I was upset because they turned me down for a loan. Really, what loan? This was extreme and could ruin my reputation and I could my job if this gets back to my place of employment. Not to mention it was all a blatant lie. do not use this bank! Ever!!M

Desired Settlement: I want the woman that reported to apologize to me in the form of a letter. I want the bank to assure me that I will have no problems with them while I close my account and stay as far away from them as possible. If the public humiliation causes me to be hurt in any way I will sue them. If I lose my job, I will sue them. I will also make sure that everyone I can reach will not ever open an account with this bank.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: 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 am tired of the "we are never wrong approach" this bank has. They are arrogant and untrustworthy. If your representative called the police as per your protocol, change the protocol. When is it right to have the police harass a cancer patient because your rep makes the wrong assumption that I would kill my self. This response is the usual non- response I am used to getting from this bank! This issue is far from resolved! I do want a copy of the tape that was recorded sent to my address on record. Nothing I said would have made me seem like I would kill myself. I was and still am angry at the way this treat me! Let's just blame the peRson because the bank is perfect? What a joke,

Regards,  ******** ***********




8/14/2015 Billing/Collection Issues
8/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Summary/Timeline of complaint: 6/22/15: Called M & T hotline to get buyout for car to trade in. Automated system recalled a buyout higher than on last statement. After talking to a person, they told me that it was due to a large amount of accumulated late fees. I went online and could see that there was an accumulation of 363.54 in late charges. 6/23/15: Called M&T customer service hotline to try and figure out what happened. The gentleman took a while and finally told me that it looked like I missed a payment in January of 2014 and that even though I paid on time after that, I received a 37.00 late fee every month after that. I asked why no one had contacted me about it, he replied that the loan had never reached the amount of days that would generate a phone call because I paid on time every month after that. I told him that this seemed excessive and almost criminal that they could just keep doing this. It was obvious to both of us that one missed payment should not necessitate 12 months’ worth of late fees. He said he could remove one of the late fees, I told him that was not good enough and he transferred me to a supervisor. I asked the supervisor specifically for clarification and said “Let me just see if I understand this correctly, it sounds like I missed a payment for whatever reason 14 months ago, have been making payments on time since that point and have been assessed a late fee every month since that time?” The supervisor said “I don’t want to speculate on that”. I said “ I’m not asking you to speculate, you have the information right in front of you. Is that the case or not?” He said “Yes, that appears to be the case”. I asked if that seemed exorbitant to him, and he refused to speculate. At this point he offered to subtract one more late payment for a grand total of two. I told him it wasn’t good enough and again that this seemed criminal to me. He told me that they send me a statement every month and I should scrutinize it a little better. I informed him that I have been paying bills for years on-line and have never had this problem with anyone else. He asked if I would like to speak to a supervisor and I said “I thought you were a supervisor?”. He said there were others above him. I asked if it would do any good and he told me he didn’t think so. I told him that this has taken 45 minutes to get this far and I wanted to do some research before I continued the conversation. I asked him to e-mail me a payment history and he said he couldn’t do that. He said he could mail me the statements or I could go online and print them off. I asked for a simple one page payment history to be mailed to me or that I could download from the internet. He said a simple payment history did not exist. I then told him just to mail me the statements. 6/24/15: I downloaded 24 statements from the M&T website and transcribed the pertinent information into a spreadsheet (making it easier to interpret), confirming the facts agreed upon the previous day. I missed one payment followed by an additional late fee every month after that. I also saw at that point that the extra money I paid between 12/1/14 and 3/19/15, which I intended to reduce the principal because I knew we were looking for a new car, was in fact used for that original missed payment and late fees. I also saw that at one point, the amount of late fees owed totaled $417.91. I called M&T one last time in order to attempt an amicable solution. I asked for a supervisor and was connected with a woman named Babbette. She was familiar with the situation right away and was immediately defensive of their right to charge me those fees. She told me that they had already done more than they should have by waiving two fees. I explained that although I understand her position, I think it is unconscionable that they would take advantage of a customer the way they did. I told her I was perplexed that late fees accumulated in the amount they did and no one ever bothered to make a friendly call and ask “Did you know you were accumulating late fees every month because you were missing one payment?” She said again that I was never “late” enough to generate a phone call and it is all computerized, no one scrutinizes the late fees accumulated. I told her it might be a good idea to have one of her programmers install a failsafe that notifies a customer service representative about excessive late fees. She rudely informed me that I needed to open my statement whether I pay online or not, they send statements and that’s where their responsibility ends. I told her I was certainly going to seek remedy from the Attorney General , BBB or small claims court for reimbursement but she had me in a situation where I had to pay the loan off. I offered one last solution and said “ I will own my part of this mess by not asking for the extra money I paid that went to past late fees back, if you will forgive the remainder of the late fees”. She refused and welcomed me to seek remedy elsewhere, but was doubtful that I would be successful.

Desired Settlement: Refund of late fees in the amount of 417.91

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: 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. 
The record provided by M&T and myself clearly show one missed payment in January of 2014 followed by 13 on-time payments.  This has been verified over the phone by an account representative and two supervisors at M&T, I have the dates if they wish to pull the recordings.   I am still contending that I should only be responsible for one late fee and should not have been charged a late fee for the 13 consecutive months I was on-time.  Regards, ******* ******




8/5/2015 Billing/Collection Issues
8/4/2015 Billing/Collection Issues
7/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had a checking account ********** of M&T Bank since 2008. They have charged me $14.95 monthly service fees since January 2014 without any notification. They had never charged such a fee before. I contacted them and they said they have changed the terms since January 13, 2015. I have not received any response why they charged me the fees since January 2014.

Desired Settlement: close my account and refund all the service fees of $269.1 to me.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: 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 M&T Bank's response, they said they notified me regarding the change in November 2013 statement. Here I attach both November 2013 and December 2013 statements. It is clear that there was no such a notification. In addition, in my complaint filed on 7/7/2015, I asked them to close my account. They did not do it and charged another $14.95 on 7/17/2015.  Regards, *****  ****





7/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ********** here, I am new customer and I was offended to see that I have been charged over $120.oo in ATM fees. I understand that account sometimes had fees but I had no idea that M&T (which I am a stock holder) would charge me $3.00 per transaction just to check a balance?! I was charged $3.00 approximately 10 times in 2 months to check my balance from other ATMS!? I was told at a branch that , you do NOT charge these fees anymore when I made first deposit.

Desired Settlement: I am requesting $120.00 in fees refunded due to not having their unjust policies set forth for me, and to discontinue the charges to check balances at their own ATMs and foreign ATMS. I have been unjustly targeted due to my low income.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: 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.
Regards,***** **********




7/28/2015 Problems with Product/Service
7/23/2015 Billing/Collection Issues
7/17/2015 Problems with Product/Service
7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/13/15 at 17:31 atm location SA0481 I went to the atm to make a cash deposit as I always do. The bank was closed at this time. I selected the option to make a deposit and put the amount of $640 into the slot that collects the deposits. After that the machine said there was an error and the atm was unavailable to use. It rejected only $2 cash instead of giving back the amount I inserted of $640. Then a receipt printed out saying "deposit error unable to process transaction". I then called the bank and reported what happened and filed a claim. Following that I faxed a copy of the receipt the atm printed to the bank. I received a provisional credit for the amount of $638. Then I received a letter on 6/29 stating they reviewed my account and they determined the transaction was processed correctly and no error had occurred and they would be deducting the $638 provisional credit on 7/2/15. I then called the bank again and was told that there was no overage in the atm so they had to deny my claim. There was no review of the surveillance tape which you would have been able to see me count the $640 and deposit it into the atm. If my transaction was processed correctly and no error occurred then there would be record of my deposit and the atm would not have printed a receipt saying deposit error unable to process transaction. I feel that the bank failed to thoroughly investigate my claim. I am also going to small claims court to file a claim to take this matter to court. I have had the same checking and savings accounts for thirteen years, since I was 18 years old and have never overdrawn my account or had any negative activity. After always having the same accounts and being comfortable with the company for so long I will now have to take my business elsewhere. Enclosed is a copy of the receipt that printed out at the atm and also the letter I received stating my claim was denied. I also have the receipt containing the deposit error message containing time, date and atm location and also have the letter I received stating there was no error and that my claim was denied. If the documents are needed please let me know.

Desired Settlement: I would like to have the money that I inserted into the atm on 5/13/15 to be correctly deposited into my account.

Consumer Response: I recieved an email asking if I had taken my case to claims court. I have not taken the case to claims court. Also I am attaching the documents I have to support my case which are the receipt stating there was an error making the deposit and the letter I recieved from M&T back stating my claim was being denied because there was no error. My complain Id is *******2. Thank you

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

7/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I walked into the Elmwood branch in Buffalo, NY to close my account on June 12th because I was moving to Texas to a city with no M&T branches the following week. They reassured me that they were closing my account. I stated that I had an auto debit upcoming in a week that I was unable to cancel and they said it would not be a problem because the account would be closed by then. I only found out that my account was not closed when I got an email 2 weeks later saying that I was being charged TWO overdraft fees. When I called M&T customer service, they stated they would refund the fees and would close the account after I paid off the auto draft amount. However, they only refunded one of the two overdraft fees and when I paid off the remaining balance, told me that they are unable to close my account. I have to call the local branch directly before 4 pm CT. Unfortunately, I work 6 am to 6 pm most days including this upcoming weekend. When I asked for the central customer service to either close my account or notify the local branch to close my account, they said it was impossible for them to do anything. I am filing this complaint because I feel that M&T charged unfair and excessive overdraft fees ($77 for a $35 overdraft, refunded $38.50) and have poor customer service. They have intentionally and neglectful my prevented me from closing my account.

Desired Settlement: Close my M&T account completely and immediately. Refund the $38.50 in overdraft fees that I paid.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


7/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have written M&T Bank three times, 2/19/2015, 3/25/2015, and 4/22/2015, about money they owe our company, **** *** ******* ********* ***. They still owe our company a refund of $792.13.

Desired Settlement: $792.13

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response:

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.  The payoff statements for both my accounts were calculated on February 2, included interest for January through March 1, and were sent to Stewart Title for closing on February 3.  M&T Bank received and applied my February payments on February 3, so the interest on the payoff statements should have been recalculated on a lower principal balance for both accounts from February 3 through March 1.  I spoke to ***** *********, a supervisor on May 27, and she understood what I was saying and was supposed to call me back, I have not heard from her.  Regards, **** *********






Consumer Response:

I have reviewed the response made by the business in reference to complaint ID 10626996, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have attached copies of the Payoff Statements for each loan and my letter of April 22, 2015. Payoff Statement for loan *********0 dated February 2, 2015 included interest from January 1 through March 1.

Interest $9,301.41 and Other Funds Due $4,310.41 totaling $13,611.82.    $827,046.94 X 9.87500% / 360 X 41 = $9,301.41    $827,046.94 X 9.87500% / 360 X 19 = $4310.41   This confirms that M&T Bank did collect the interest amount through the payment due date of March 1, 2015.  Payoff Statement for loan ********** dated February 2, 2015 included interest from January 1 through March 1.  Interest $1,162.68 and Other Funds Due $538.80 totaling $1,701.48.

$103,381.15 X 9.87500% / 360 X 41 = $1,162.38     $103,381.15 X 9.87500% / 360 X 19 = $538.80   This confirms that M&T Bank did collect the interest amount through the payment due date of March 1, 2015.  Therefore, they should review my letter of April 22, 2015 and my calculations and send a refund. I find it very difficult to believe M&T Bank is in the business of servicing mortgage loans, no one will ever know how many others they have cheated.

Regards,  **** *********




7/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been ordering Free checks from them for over 12 years or more. I found out that they have been charging me for these free checks for at leat two times now, without telling me.

Desired Settlement: I will return the last order to the local bank and want to be credited for this latest order and the order in Sep. have a Billing adjustment. I think you need to tell your customer that there will be a charge when we order these and how much they will cost us.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

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 the refund. I am a very satisfied customer. 

Regards,

***** *****




7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A few months ago, about late February I noticed a few ATM withdraws from my bank account that I had not made. They came out to be close to 250.00 dollars. I've been banking with M&T for about six years now and I have never had this happen so I wasn't quite sure what to say on the phone, but when I called to file the dispute the voice on the other end of the phone was more accusing than understanding, but this was not the only problem. When I called the bank a week later to check on the status of the dispute I was told that it was never actually filed, the woman I spoke to filled out all of the information, but never actually finished it. The dispute was finally filed, and I was informed that I would see my money back in my account in about 25 business days. Later I was informed that legally it should be in my account after 10 days, not that either of this matters seeing as how it was never replaced, a new debit card was issued and that was it. March rolls around and I see two new transactions, also ATM withdraws from my savings account that I also hold with M&T. These totaled 100.00 dollars. When I called to file this dispute I saw the money back in my account within the allotted ten days(that was then removed two months later). When I asked why this dispute was being handled differently M&T told me that they took this one seriously because it was the second time it had happened to me. So not only was I met with harsh, accusing tones, a woman who clearly did not believe me when I filed my first dispute, but now the bank tells me they only take a dispute seriously when it happens a second time. And then here comes May. In may I lost another 45.00 dollars, but this time it was charges at local stores around me. Transactions made when I was still in bed, or at work. I filed the third dispute with no problem, but once again I was told that the transactions were justified and there won't be an investigation. Nor will my money be returned. I'm a full time college student working a part time, minimum wage job who was a victim of theft. A college student who can't afford to continue to lose money because I pay my own bills. Almost 500.00 dollars was stolen from me. Not borrowed, not lost, but stolen and this bank whom I've been a customer with for six years has (pardon my language) treated me like complete ***** This whole process has been an emotional roller coaster. Not only did I not know where my money was going to, but I had a difficult time paying my bills and focusing in class because I had to make so many calls during school hours. Needless to say I have closed my account with them and opened one with a new bank,who I believe treats their customers better, but I believe that M&T should start to treat their customers with a little respect and not like criminals.

Desired Settlement: I'm not quite sure what is supposed to happen, but I think M&T should be contacted and at least be aware of their terrible customer service. Also if it's possible I would like to see a refund of the charges on my account that I clearly did not make. 500.00 might not be a lot of money to the bank itself, but to a working college student, it's sort of a small fortune.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

7/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In early March 2015, my banking card was stolen from my mailbox. The card was then used at 2 ATMs in Brooklyn to deposit checks that were stolen from a different person with a different bank. A check worth $2500 and a check worth $950 were deposited. They then made a number of withdrawals over the next few days in the amounts of $500, $500, $500, $500, $200, $300, $500, and a payment of $113 for an unlimited monthly MTA train pass. When I noticed these charges after they showed up on my online banking site, I contacted the bank immediately to shut the stolen card off and filed a dispute for the claims. Within a week, I received a letter from M & T saying they were not honoring the dispute because after their investigations, they decided the deposits and withdrawals were made lawfully.I have been in touch with a representative at the Madison Ave branch in Manhattan, Robert P***** (###-###-####), throughout the ordeal. He helped me file the first dispute, as well as the second after the first was denied. He said the first was likely denied because the thieves had my PIN somehow. We were able to acquire pictures of the 2 men who used my card from the 2 locations of the M & T ATM cameras. The second dispute is ongoing, but I have to email weekly to get information from Robert, but at this point he is only the middleman and can no longer help other than to tell me they are still investigating. I attempted to file a police report to help with M & Ts investigation, but the police were uncooperative as they said this is a postal issue since the bank car was stolen from my mail. I opened a report with the postal inspector but they have become unresponsive over the past few months as well.The entire bank account is now frozen, I had to open a new one for my paychecks to be deposited into and I only use this account now. There is still leftover money from the stolen checks that were deposited into the original account, as well as my money that had been in there as well. The total amount frozen is $1882.90. As of today, May 27, 2015, $1229.82 belongs to me.It has been nearly 3 months and bank account is still frozen and I have not heard from M & T Bank at all, other than when I reach out to Mr. Pirson. It is imperative that I receive the money that M & T is holding, and get a solid and helpful response from their investigation team directly.I appreciate your time and help on this matter!Sarah Alexander

Desired Settlement: I would like the money in my account unfrozen and transferred to the other account I have with M & T. At the very least, it should be released to me while they hold their investigation. I also would like a statement directly from the investigation team at M & T to inform me the steps they are taking to ensure that they are taking steps to resolve my claim. I am attaching the latest email thread I have with Robert P***** at M & T regarding the investigation.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

7/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made my truck payments on the scheduled date but since the bank had switched to next business day I was charged a late fee. I have receipts showing I made the payment on the due date but the bank posted the payments as if received late.per receipt:paid date 6/21/2013 (due date)business date 6/24/2013 (posted date)late fee accruing interest $63.68

Desired Settlement: I want the late fees accessed for pay dates that were received on time but posted late by the bank credited back to my account. I believe they do this in order to charge customers with fees we do not owe. They also receive online payments and do not post them until the next business day. per receipt:paid date 6/21/2013 (due date)business date 6/24/2013 (posted date)late fee accruing interest $63.68

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They will not let me close out my account. I do not live near a branch and it would take them 5 seconds to close my account but they are refusing to do so.

Desired Settlement: I would like my checking account to be cancelled. That's it.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to buy a house for which M&T Bank is the sole mortgage owner. Once the house sale became a short sale, the sale has become a nightmare. M&T bank has consistently delayed the sale at every opportunity by 1) Providing no consistent contact for the sale. Every time the seller's lawyer has contacted them, it was been someone different who has no idea what is going on. 2) "Losing" paperwork consistently. 3) Sending only 1 paper at a time instead of sending all paperwork needed. 4) Failing to provide ANY dates for response and consistently responding weeks later for the simplest of items. 5) Failing to honor the contract in good faith (i.e., a question about the short sale price immediately placed us in the 'NO SALE' pile instead of ANY appropriate response). M&T bank has consistently displayed poor decisions, ethics and morals in the this sale. My lawyer, realtor, realtor's boss and everyone at my bank have consistently told me "I've never seen the likes of this" referring to M&T's length of time to respond, decisions and overall atrocious handling of a simple short sale to a first time home buyer. At one point, the only way any response was obtained was by the seller's lawyer filing a complaint against M&T. This has been going on for over one year now and has left me with many sleepless nights, extra cost required to keep our paperwork current for whenever M&T decides to respond and many sick days due to the stress this has caused me. This is NOT how you win customers. This is how you lose them and make someone who will continually bad-mouth your company to everyone for life.

Desired Settlement: I would like a response from M&T as to the cause of the delay and a date when we will be provided with a revised (and reasonable) closure date so that we can complete this sale. Due to their failure to respond in a timely fashion, we have to update our paperwork and will require time to do that (we are working on that now).

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My installment loan was paid in full in March 2015. On May 6th 2015 M&t deducted the payment from my account. I received a paper check in the mail over a month later. On June 8th they again deducted the payment from my personal account again. This loan was PAID IN FULL in March. I called M&T bank and they refused to expedite my over payment BOTH times. They informed me that since I had set up my payments to be taken out via their website. That even though the loan had been paid off they would continue to pull my "payment" until I cancelled the account. In the midst of aggravation I asked to speak to a manager and the representative hung up on me, not to mention I could not personally cancel my account due to their website being down. Now I am supposed to have confidence in an M&T employee at their Web banking branch to cancel all payments??. I am supposed to wait until the 20th of June for them to cut me a check and mail it in the mail. I set up our payments to ensure they arrived on time and even over paid on my monthly payments for almost 2 years. I am baffled that they think this is okay and that I can wait over a month for my "over payment" not once but TWICE. This is awful customer service and an awful way to conduct business. They shouldn't have to wait to see if it clears. When they already have the funds at their institution. They should returns MY money same day and the same way they took it out. I trusted M&T with my account information and they abused it. Any installment loan that is paid off before it is due to be paid off should automatically cancel out any forecast pending payments.

Desired Settlement: They need to immediately deposit my money back into my account the same way they took it out.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My loan was sold to M and T bank last year from *****.I was in the middle of a mod when it was sold. ***** told me to wait until my mod was finished before I made a payment.When M and T otained my loan from ***** the first letter I got in the mail from them was telling me that I owed them all the back money that I had previously owed ***** while they were working on my mod.I recieved a notice of forclosure and started my modification paperwork because we had gottten behind on our loan. I never signed or recieved a certified letter from M and T bank about the forcosure.I started all the paperwork in time to get my home modified. I waited weeks for word from bayview loans. When I finally heard something it was a few days before my forclosure and I was told to submit more paper work. I submitted what was asked of me. I was told by Kevin the person working on my file that the person who was working on my file had taken another job and I was not notified until a few days before forclosure and nothing had been done between him getting a new job and kevin getting my file. My home has now been forclosed and we have to move in 30 days because freddie mac took the home. It is not right to lie to people that have spent 10 years in their home.I have special needs children that are very upset and we have no where to go. As well as an elderly man that has to go to a nursing home now because we will never be able to afford another home big enough.

Desired Settlement: I believe that the company should have reinstated my loan or compensate me for all the money that I have already paid into the property. Cash for keys is not going to help my family get on their feet. I want the payments that I have put into this home back.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Mortgage Insurance Premium (MIP) for my FHA home loan has qualified for removal. My loan was obtained 4/28/10 with an original appraisal from 4/12/10 in the amount of $130,000. My principal balance is 100,886.88 *Original Appraisal by ****** ******** with *********** national appraisal sevices In order to remove MIP insurane, M&T Bank sent a letter to me stating 1.) At least 5 years elapsed on loan and 2.) A loan to value ratio of 78% was required 1.) The loan was obtained April of 2010 so it has been over 5 years 2.) The principal amount / original appraisal "value" = 78% or less so 100,886.88/130,000 = 77.605% I have met all stipulations for removal of MIP on this loan.

Desired Settlement: To remove my monthly MIP payment of $41.95

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ********




6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for automatic payments for my mortgage in March abs received confirmation by email that I was signed up. M and T failed to make the withdrawals for April or May. I received a very hostile letter in the mail and immediately made a phone payment. I requested during the phone call to have the fees waived and confirmation that they did not report to the credit bureaus. The person on the phone said they couldn't do that and I must write a letter or go into a branch. I went into the Elmwood Avenue branch in Buffalo NY on 5/26/2015 and requested the same. I also asked to file a complaint. The company has an overly burdensome process for filing complaints including the fact that complaints can't be filed over the phone or in person. As of today, I have received no reconciliation to the fees charged, reports to the credit bureau or filing a complaint. This is extremely unfair and abusive to consumers.

Desired Settlement: I would like the fees waived. Clear documentation that nothing was reported to the credit bureaus and a new complaint procedure that allows consumers to highlight issues and be protected.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THIS COMPANY CLOSED MY ACCOUNT WITHOUT REASON AND THATS FINE BUT THEY DID NOT RETURN MY BALANCE IN MY SAIID ACCOUNTS

Desired Settlement: BALANCE OF MY ACCOUNT FORTH WITH

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

6/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my account on 5-22-2015 (I have a receipt proving I paid off the balance to close my account) the lady at the bank took my card and shredded it, and I asked her if anything else would be charged against my account, she said no the account will be closed. It is NOT closed! I now have -$101.01 with this including overdraft fees. I have a receipt to prove I brought my balance to 0.00 to close! However, I just called the 800 number and they said the day it was supposidly closed the lady at the bank should have known the account was going to get another overdraft fee and gave me wrong information. They said due to it being this amount they could not close my account. How is this my fault?

Desired Settlement: To bring my account back to 0.00 and close my account.

Business Response:

Please see attached response also sent to the consumer

**** *** **** ***** ******* ** *** **** *********** * * ***** *** *** ********* *** ********

Dear Ms. *******,
Your recent correspondence to the Better Business Bureau ("BBB") was brought to my attention for review and response. Your correspondence states you paid off the balance owed in your M& T Bank ("M&T") checking account on May 22, 2015, and requested the account be closed. The balance in the account at the beginning of the day was negative $219.07. A deposit was made for $228.06 on Friday, May 22, 2015 at 4:50PM. This deposit posted to your account on May 26, 2015. Also on May 22, 2015, a debit of $22.23 posted to the account and another recurring debit posted on May 26, 2015, along with a $1.99 debit for M&T Finance Works. Overdraft fees were assessed for the two debits that posted against insufficient funds. Note that the account could not be closed until any pending transactions posted. On May 26, 2015, you spoke with ******* *****, Branch Manager of the M&T located in Bellwood,
Pennsylvania, regarding the fees and transactions that posted after you believed your account was closed. As a courtesy, Ms. ***** reversed one of the overdraft fees, which brought the balance owed to $24.22. On May 29, 2015, another recurring debit for $106.02 was attempted and rejected, causing a non-sufficient funds ("NSF") fee to assess. On behalf of M&T, I apologize for any misinformation or miscommunication that may have occurred when you requested that your account be closed. Please note that all fees have been  reversed and the account was closed on June 5, 2015. I hope this information has been helpful. Sincerely, ******* *******  Customer Care Specialist II
Office of the Customer Advocate   cc BBB

6/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wallet was lost at a ***** gas station in Baltimore, Md over a month ago and it contained everything that most wallets contain, identification, bank cards, credit cards, insurance cards etc. The next morning as I prepared to go to work I realized I couldn't find my wallet. It wasn't in the normal place I put it and I began to look all over the house and in my vehicle for it but I still didn't find it. I then thought maybe I misplaced it because I remember having my wallet at the gas station mentioned above the previous night. I then checked online to see if any charges have been made to any of my accounts. At that time I realized three unauthorized purchases on my bank cards. Two on my ***** ***** card and one on my M&T Bank card. I immediately called both banks and filed a claim and reported my cards as stolen and the unauthorized purchases applied to them and requested new cards. After providing detailed explanations to both companies, ***** ***** refunded the amount of the unauthorized charges in 2-3 business days afterwards and M&T hasn't to date ( a month and a half to date). I was told by M&T that I would be refunded my lost amount within 10 business days but instead I received a letter in the mail stating my refund request was denied. At this time I called into M&T bank and asked why the unauthorized purchase wasn't returned to me and they said because the purchased was authorized with valid information. Now for most gas purchases the only numbers you need to authorize a card purchase for gas is the zip code of the card owner. Since my wallet was lost then stolen and the zip code is on my license it's not hard for the thief to make a purchase and I reported the card stolen as soon as I realized these unauthorized purchases. The customer service representative said he will reopen the claim at this time. After this phone call another 10 days past and I still haven't seen a refund from M&T Bank so I called the customer service number again to see what's going on. At this time the representative says they need more information and I will need to go to a branch in person to file a report and fax it from the branch to their claims department. At this time I am wondering why I am going through all of this when I am the victim for one and why do I have to continue to make the outbound calls as the bank should communicate any issues to their customers first. So one day after work I go to a local branch and send a report of the incident to the claims department via fax. The bank was moving slow and it took me over an hour from the time I walked into the door until the time I walked out after sending the fax. I didn't hear back from the bank and I didn't see a refund of the lost amount so a week later I call customer service again for the fourth time since the original report and the representative states they have received the fax of my claim but their is a high number of claims right now so my claim hasn't been processed and for me to call back a week later. To date I haven't received anything from M&T Bank in regards to this claim. It goes beyond the unauthorized charges as I feel invaluable as a customer and disrespected. If this was a situation of an over draft fee by 5 cents they would of took their fee of 35 dollars without any delay and have not a thought of being fair or forgiving a customer that might be in this situation. I hope to get this issue resolved soon as it has already dragged out far too long. I wanted to resolve this issue between myself and the bank but I have been getting the runaround for over a month and a half and it's time for a third party intervention. Thanks

Desired Settlement: As a valued customer I would desire a refund in the unauthorized charge amount plus more for additional time spent to resolve this issue.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I am not pleased that I had to call numerous times to dispute the transaction and follow up as a consumer. It wasn't until I contacted the BBB that my issue was resolved in a respectable time frame and manner. You stated that my claim was denied due to previous account history and other transactions made at that merchant but my account history has been great since I have been a member with M&T and I have never made any false reports about any purchases that i have made. I do not mean to come off as unsatisfied, and I do understand  that M&T has to protect themselves as well but as a customer I feel this process was extremely drawn out and it should of been dealt with in a timely fashion. 

Thanks,  

**** ******




6/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

On April 5, 2015, a notice was put on the front door of my home stating that the property
was abandoned. On Monday, April 8, 2015, M&T Bank was informed that the home was in the
process of being renovated and was indeed vacant at that time; however, not abandoned. I am at
my home at least once a week, if not more, to check that everything is secure. At that time I was
informed that my file was being noted with this information and that there would be no further
problems.
On Sunday, May 10, 201 5, my fiance went to the house with our tractor to cut the grass
and take care of the outside of the property and found that the doorknobs were missing and that a
lockbox had been installed and another abandonment notice had been placed on the door. On
May 11 , 2015, I called the Homeowner's Assistance Department to report what had happened
and to find out why my locks had been changed. I spoke with a representative named Stephan
and was informed that since I was not in default on my mortgage, this should NEVER have
happened. He did give me the code to the lockbox and also his direct phone number in case we
had a problem getting into the home. I was also told by Stephan that he was sending an email to
both his supervisor and to ********* Properties, LLC. Unfortunately, I did not get the
supervisors name or a contact at Safeguard.
On Monday, May 11 , 2015 I arrived at the property to take pictures of the damages that
were caused by ********* Properties only to discover that the water had been turned off. I
turned on the water to discover that every copper pipe in my home had been removed. This
property was completely secure and in working order (i .e. the plumbing was in perfect condition)
before ********* Properties broke into my home illegally. I called the New Castle County
Police to file a report; however, I was told that this was a civil matter.

I am hoping that this can be handled out of court; however, if these damages are not taken
care in the very near future, I will have no choice but to take legal action.

Sincerely,

**** * ******

Desired Settlement: To this end, I am requesting that the following matters be taken care of: that no more abandonment notices be put
on my door and that the damages caused by ********* Properties be repaired at either their
expense or M&T's expense. The damages that were caused by ********* Properties are as
follows:
1)Three doors were destroyed
2)Three door jams were destroyed
3)A piece of vinyl wrap was destroyed 
4)All copper pipes in house were removed

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

6/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In short, I was scammed out of money and the bank did not honor their stated policy of honoring fraudulent transactions. Please help

Desired Settlement: I just want the bank to give me my money back. They presented no evidence, and I've submitted everything I was asked (letter's police reports, etc).

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

6/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ON MAY 15TH 2015 AT 6:05 I CALLED CUS***ER SERVICE #1*********0 TO MAKE A FINAL INSTALLMENT ON 5YR LOAN TERM. I SPOKE TO ***. I HAD A BALANCE TRANSFER CHECK FROM A CREDIT CARD. I ASKED *** DO I HAVE TO PHYSICALLY MAIL CHECK OR DOES M&T PROCESS THE CHECK OVER THE PHONE, I WAS ASSURED BY *** AS LONG AS IT HAS AN ABA NUMBER AND ACCOUNT NUMBER IT CAN BE PROCESSED. I SUPPLIED THE NECESSARY INFO TO PAY BALANCE IN FULL ON MY ACCOUNT. ON 5/23/2015 @ 11AM I LOGGED INTO WEB SITE TO PRINT MY ZERO BALANCE INFO BECAUSE I HADN'T RECEIVED ANY CORRESPONDENCE FROM M&T CONFIRMING ZERO BALANCE , I WAS CONNECTED TO FEMALE REP WHO ADVISED MY PAYMENT WAS RETURNED NON SUFFICIENT FUNDS, I ADVISED HER THAT'S IMPOSSIBLE THERE WERE DEFINITELY FUND AVAILABILITY, SHE ADVISED TO CONTACT MY CREDIT CARD. I THEN ASKED REP WHAT WAS MY PAYOFF AMOUNT TO RESOLVE SHE GAVE ME $386.11 DUE BY 5/25/2015. SHE ALSO GAVE ME THE MAILING ADDRESS TO OVERNIGHT A PAYMENT AS M&T BANK ATTN LOAN SERVICING *** ******** ** MILLSBORO DE 19666. I IMMEDIATELY CONTACTED MY CREDIT CARD COMPANY WHO CONFIRMED THEY HAD NO RECORD OF AN ATTEMPTED TRANSACTION BY M&T BANK. I CALLED BACK SERVICE NUMBER AND GOT REP ***** WHO UPON PULLING UP MY ACCOUNT ADVISED ME MY ACCOUNT WAS PAID IN FULL!!!! I EXPLAINED THE ABOVE TO ***** WHO THEN SAID "OH GIVE ME A MINUTE TO LOOK INTO SOME MORE SCREENS" SHE THEN ADVISED ME "OH YEAH THE PAYMENT WAS REVERSED AND IT IS NOT PAID OFF. I THEN ASKED HER WHAT IS THE AMOUNT OWED SHE SAID" OH I CAN'T GIVE YOU THAT YOUR ACCOUNT IS IN COLLECTIONS!!! I SAID TO ***** WE HAVE BEEN ON THE PHONE FOR 90SECONDS AND WE HAVE GONE FROM YOU TELLING ME MY ACCOUNT IS PAID IN FULL TO BEING IN COLLECTIONS WITH A BALANCE THAT YOU CANNOT DISCLOSE??? I IMMEDIATELY REQUESTED A MANAGER I WAS TRANSFERRED TO ****** ID#******* @12N 5/23/2015. ****** WAS NO HELP COULDN'T GIVE ME A BALANCE TO PAY ACCOUNT OFF COULDN'T EXPLAIN WHY PREVIOUS REP ***** ADVISED ME ACCOUNT WAS PAID. ****** DID CONFIRM THAT BALANCE TRANSFER CHECKS ARE ACCEPTED THROUGH THE MAIL BUT WILL NOT PROCESS OVER THE PHONE. ****** ALSO COULDN'T EXPLAIN WHY FEMALE REP WHO HAD GIVEN ME OVERNIGHT MAILING INSTRUCTIONS HAD QUOTED ME A PAYOFF??? ****** GAVE ME 18********* TO CALL ON TUES 5/26/2015 BETWEEN 8-9P I ASKED IF THIS DEPARTMENT WORKED WEEKENDS SHE ADVISED ME THEY HAVE WEEKEND HOURS JUST NOT THERE TODAY????? EXTREMELY FLUSTERED I TERMINATED CALL

Desired Settlement: I HAD A REPRESENTATIVE LIE TO ME AND SAY I COULD SUBMIT BALANCE TRANSFER CHECK OVER THE PHONE, I COULD HAVE PHYSICALLY MAILED IN CHECK AND ELIMINATED THE NEGATIVE SNOWBALL EFFECT THAT FOLLOWED. I WANT NO NEGATIVE REMARKS ON EITHER OF THE MAJOR CREDIT REPORTING AGENCIES REGARDING THIS ACCOUNT. I WANT ALL LATE FEES REMOVED FROM THIS ACCOUNT. MY PAYMENT HISTORY ON THIS ACCOUNT WAS UNBLEMISHED. I WANT ALL CUSTOMER CARE REPRESENTATIVES FOR M&T TO BE RETRAINED TO KNOW COMPANY POLICIES AND PROCEDURES. ALL ASSOCIATES MUST BE ON THE SAME PAGE. I WANT M&T TO PROVIDE MANAGERS WHO ARE ACTUALLY ABLE TO RESOLVE MEDIATE AND GIVE VIABLE SOLUTIONS. I KNOW BY PHYSICALLY MAILING IN MY PAYMENT THAT BY 5/23/2015 MY ACCOUNT WOULD DEFINITIVELY BEEN RESOLVED AND I NEED M&T TO ACKNOWLEDGE THAT IT WAS THEIR BUSINESS PRACTICES AND EMPLOYEES THAT PROHIBITED THAT FROM HAPPENING!!!!

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ********




6/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been scheduling our mortgage payment through our bank (***) for scheduled payment prior to the due date each month. For 3 out of the last 4 months M&T has failed to cash our check in a timely manner and has blamed us for the late payment. They have charged us late fees and refused to remove them (even when we have offered to take a picture of our *** account information showing the payment was debited from our account in timely manner). We believe they have unethical practices and are just trying to cash payments late or say they "lost" payments in an effort to make more money and collect late fees. They have even gone so for as to have there "mortgage assistance and debt collection" department call me at work. This is beyond unconscionable. I have never been late with a payment and have never had trouble with making online bill payments with any other payee.

Desired Settlement: I would like the late payment information removed from my credit report and the fee credited to my account. I would also like a letter of apology from the company. Their customer service has been rude and has caused us much time and headaches.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ******* ******




5/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: since may of 2014 i have been receiving late payments on an account that belongs to my ex wife, it is an overdraft account, the checking account that had been linked to the account had been issued a new account, and this account was never transferred with it, it seems that the account has always been in good standing and never missed a payment but since may of 2014 the account was no longer getting automatic payments, i researched the account and was told that i had been removed the accounts in 2007 from an M& t employee, and that they had never removed me from this account, the branch did not know how to handle the situation and recommended that i returned to the branch that opened the account, there i was helped and again they didn't have an explanation as to why payments stopped and why i was still on the account, , I was told they would research the account and call me back, Several weeks passed, I was never contacted, finally one day i received a snobby letter from M&t, and a copy of a credit application, basically the letter just that i filled out the credit ap, I was not looking for why my name was still on the account, i wanted to know why they transferred an account with my name attached to it, to some one else's account, this got the bank offensive, When i questions what happened to the account and why the payments stopped in April they told me that it was not my account and they could nt give me any info, on it, it is currently April 2015 and I still have not been able to resolve anything with M& t, they never call back except for there security who threatened to have me arrested for something I had said jokingly with an employee, the employee even admitted that she thought I was joking If you call the banks 800 number you have a 15 minute wait before you get to talk to anyone before you get transferred around, I am very unhappy with M& t Bank, there treatment of people is horrible, I have been in the customer service business for over 30 years, this is one of the worst, I feel that they are responsible for the automatic payments stopping on my ex wife's account, which she had no idea, of course they blamed her. I have yet to see any proof it was her fault, i have been divorced since 2009 , this just occurring in may 2014, so what happened, and now as a result of this account not getting any payments, my credit score drops 20 points every time they report it, My ex has since had to open a new overdraft account, but the situation ha snot changed, the bank employees told her that thee is a note attached to the account that will explain the two accounts, how ever, when talking to M&t there is no note, and they say the payment is late again, yet the branch said it wasn't due, there is a huge communication gap between M&t s employees and management, each time we say something we are poorly treated, threatened, and lied too,. enough is enough, i am trying this first before going forward with a lawyer, all I want is for them to fix my credit score which was affected by there mismanagement and errors, it is now down 100 pts since this started, and we are still in the same position as we were last may can you help me actually get some one who cares and can help,

Desired Settlement: all I want is for them to correct my credit score and reporting from there error, They should look at the accounts and see why the automatic payment from her account suddenly stopped in may 2014, I know it was not by my ex wife's doing or my doing, and as for my ex wife, we are on good terms and both want this situation to be resolved, this is a huge waste of our time and we both feel that m&t has done nothing to even try to correct the error, they just want to issue blame away from them selves

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been charged INSUFFICIENT FUNDS FEE for no fault of mine I was charged $38.50 twice last month, when instead of transferring money into my bank account, another individual accidentally tried to transfer money out of my bank account. The same transaction was processed repeatedly the next day charging me the fee again. This was not due to any fault of mine as I had no control over this transaction. Account number is **********

Desired Settlement: One of both insufficient fund fees waived

Business Response:

M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

Consumer Response:

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.  M&T Bank has waived only one of the two NSF fees charged to me. Again, this transfer was not originated by me though my bank's website. It was an error on behalf of another individual who usually has to pay me $1000 each month for a rental. I appreciate the gesture extended, but I am not convinced that I should be penalized for this transfer. In essence, this is similar to charging the depositor of a bounced check and not charging the issuant. A similar issue had happened in 2013, and I was advised by a bank representative that outgoing transfers would be blocked to this Citibank account going forward since it had already failed once. Thank you for the opportunity to explain myself. I hope you will consider waiving the second NSF fee too. Regards,  ***** ****




5/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I missed one payment for my Mortgage after 8 years. M&T bank indicated that I had to go through Bayview loan servicing and try a modification etc. I made my December payment and they are saying that I did not although my bank statement says differently. I made the payments as part of a modification that I did not want and also made a double payment for the month of Match and a payment and a half for April. They won't give me a list of fees nor will they return my phone calls. From one missed payment they want to add 16 years to my mortgage and make me payoff a loan of $168 k when I only owe $132 k on my current mortage.

Desired Settlement: I am seeking legal counsel as this is unethical. M&T bank won't take my payments and their service provider Bayview has unethical practices. I called M&T bank and they indicated that they can't see what is in Bayviews system and that they can't help me.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

5/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A purchase from Norton Virus hit my M&T debit card that wasn't suppose to and overdraft my account. After contacting Norton Virus they apologized, and reversed the charges. But even though Norton refunded me my money M&T refuses to waive the overdraft charges. After talking to a customer rep at M&T bank, she told me even though the Norton purchase was refunded back to my card I was still responsible to pay the $80 in overdraft fees and If I didn't pay it, it will be reported to the credit bureau. This is ridiculous. I been having on going problems with this bank, I'm ready to take legal action. The customer service is horrible. Everybody I ever talked to at M&T customer service center seem like they hate their job. They are always rude and don't care at all about their customers. In the past I had another issue with my account and called customer service, I asked to get transfer to a Supervisor and she was even ruder than the customer service rep. One point during the call the supervisor told me she put the phone down because she didn't care what I had to say. This is the worst bank to ever do business with. I never have these problems with my other account at **** ** ********

Desired Settlement: I want a apology for the rude customer service I experienced and to get all the over draft fees waived and my account closed immediately. I don't want to do business with M&T Bank ever again.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a student I had a brief period of financial hardship that negatively affected my credit. I was late on two months in a 3 month period for a loan that I had for almost 4 years. I requested that M&T Bank remove the late payment notices on my account and they refuse even though the account has been paid and closed. I was up front and open about my financial troubles to the bank and didn't try to hide anything. I am not able to get a loan to buy another house because of these two late payments and it may result in an undue hardship on my family.

Desired Settlement: Remove the items in question from the credit bureaus so I can move forward with securing a house for my family.

Business Response:

M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


5/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had mortgage with ********** ******, then ***** ****. At some point after the mortgage was discharged in bankruptcy on 3/12/2012, ***** transferred the mortgage/debt/property to M&T ****. I had heard nothing from ***** since the bankruptcy, however in April 2014, I began getting collection notices and threats about taking collection action on this debt from M&T ****. I immediately called (spoke with ***** and then ****, (who I later found out works for ******* Collection Agency) to advise that this debt was dismissed in bankruptcy. I continued to get letters from M&T about being delinquent on the payments, and not carrying insurance on the property. I repeatedly told them about the bankruptcy. By May 2014, I was receiving correspondence from both ******* Collection Agency and M&T ****. Not only had M&T turned me over to a collection service, they also began reporting negative information to the Credit Reporting Bureaus, which dropped my credit rating, which I have been trying to re-build since bankruptcy. These collection actions were AFTER I notified them of the bankruptcy. There is no excuse for this illegal action. According to M&T in a letter to me dated 9/11/14, there was some glitch during the transfer process that deleted information showing that the debt was dismissed in bankruptcy. However, that does not excuse the fact that they continued illegal collection activities AFTER I informed them multiple times by phone that the debt was dismissed in bankruptcy. I also received notices from M&T and ******* about not carrying hazard insurance on the property. I contacted my original bankruptcy attorney, Mr ****** H ***, who advised me that since I was still owner of record, I was still liable for any injury that may occur on the property. I did check into insurance, but found no one would insure a vacant property. Not only did M&T and ******* threaten me about not having hazard insurance, but as recently as Jan 1, 2015, they actually put insurance on the property - ******** ******** ********* ******* ****** ****** **************. When checking into insurance, I found NO insurer that would write a policy for a vacant property. I haven't lived in the property in question since Dec 2010. M&T apparently lied to the insurer, since a copy of the policy sent to me indicates "OWNER OCCUPIED", not vacant. My attorney, Mr ****** ***, nor ***** ****, nor M&T ever bothered to follow through on the foreclosure of the property, and removing my name from it. It has been nearly 3 years. Mr *** referred me to another attorney - Mr. ***** ******* - to resolve the issue. All he did, was to reach some agreement with M&T (without consulting me) that they would pay me $3000 to basically shut up and go away. Their "agreement" that I was sent to sign listed all of the things that I would and would not do - pretty much sounded like HUSH money. I couldn't pursue this, report it, or talk about it. They admitted nothing, did nothing, ***ed nothing, and just paid me the $3,000. This agreement also claimed that I had "suffered no damages". It has cost me attorney fees (more to come). They want me to re-open the bankruptcy - more attorneys and fees. Plus, the stress and anxiety I have had through all of this has required additional Dr. and other medical expenses. As further proof that something was not right during this whole process, on April 19, 2013, 10 months after my bankruptcy, I received a check for $1,000 from “Fund 1 Independent Foreclosure Review Payment OSF” indicating: ******** ***** as Loan Servicer. The letter said the payment was a result of an agreement between federal ****ing regulators and ******** ***** in connection with an enforcement action related to deficient mortgage and foreclosure processes.

Desired Settlement: 1 - Get the property in question OUT OF MY NAME. I would assume this is by completing the foreclosure, which was never done. I don't know who is or was responsibility for this (although I would like to know). 2 - I would like M&T or *****, or the Federal ****ing System to *** THE PROBLEM with their systems that caused the bankruptcy information to be dropped from my account. That would save other people from going through the same aggravation that I have this past year. 3 - I would like an apology from M&T for causing all of this trouble - instead of their "agreement" document that says they did not violate any bankruptcy Code, nor were they guilty of any other misconduct. 4 - I would like M&T to *** any problems that it caused with my credit rating with the Credit Reporting Agencies (if this has not already been done). 5 - I would like M&T to pay for any and all attorney and legal fees - both theirs and mine - past, present, and future - that were incurred as a result of this fiasco, or any that arise as a result of it. 6 - I would like re-imbusement for cost of service “PROTECT my ID” – to have Credit Bureau monitor my credit – I signed up for that because of the trouble with *****, M&T and *******. 7 - I would like M&T to compensate me for the additional medical expenses that I incurred as a result of the stress, anxiety and depression that resulted from their threats, pressure and wrong doings. 8 - I don't really expect anything more, however, since they were willing to give me $3,000 just to shut up - it would be nice if they still wanted to give that to me as their way of saying "I'm sorry".

Business Response:

M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: To Better Business Bureau   At this point in time, my issues with ******* and M & T to my knowledge have not been resolved.  

Until the property in question has been removed from my name and M & T, stops sending me mortgage statements,  I will not consider this resolved, therefore, I am not ready to withdraw my complaint.********* *****





Consumer Response: Better Business Bureau:  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.   Regards, ********* *****




5/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened an account online sometime in October. I deposited money and was sent a card. When I got the card I deposited money via the ATM. When I tried to take money out the card did not work. I was told that I had to go to a branch via customer service. I went to the branch and they said I had to close my account because I owed money from a previous account (which is not true). While at the branch the woman told me that they would close my account and mail me a check and I could not close it in the branch. Today I received a statement from M&T bank and almost all my money is gone from the account for services fees. This is the first statement I have even received. I called customer service and spoke to ********. She told me that I am a liar and that I never went to a branch because they would have closed the account there. I kept telling her the date and who I spoke to and she literally spoke over me and said NO YOU DID NOT YOU ARE LYING. So they took almost all my money and are rude. Horrible service. Also I told them I never had an account that I was aware of.

Desired Settlement: I want my original balance back and the customer service agent reprimanded.

Business Response:

M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

5/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had $555.56 in there possision before the beginning of Aug. 2005 in an IRA fund and when I went to take the money out in 2015 I only had $170.49. When I started this account it was to be for my retirement but as you can see I will not have anything by the time I am ready to retire.

Desired Settlement: Give me back the money that they took when I took the money from them to open another IRA account in the amount of 135.00.

Business Response:

M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

5/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: acct#********** On 4/6/2015 I called and spoke to a Nicole. I wrote a check for $1890.00 only $890.00 was taken out of my bank account. per my bank I need to contact M & T. She was rude picking up the phone. She asked me for the social security # to the account. I asked her my social or my husband's because when I do the automated system it doesn't recognize me. She said yours of course. So I gave her my social. She asked me why I was calling so I started to explain and she states you are past due. I told her technically no. She then told me that the error is on my end most likely not their end. She wanted me to print a copy and take it to a M & T Bank and they can send it in to them to review. I asked how do I handle getting the difference paid. She said we can't reprocess a check that already cleared regardless of what your bank states. So I wrote a check for a difference according to the letter M & T sent me the next day. I asked Nicole if I was charged anything for this error or was it reported as late She said not yet. I just received a letter to prevent forclosure then I received a billed and I have extra charges added to my account. I looked at my bank account they took the new check I wrote and processed it and sent the check that was not cleared correctly back to my bank as a readjustment so they took extra money. No one called me I had to call them they will hold the payment for the next payment. I think this is poor customer service. I was out of work for 7 mos. I fell behind in my mortgage in the end and I always stayed in communication with them. I received nasty grams, I had people on my property taking pictures I felt humiliated. Now I am caught up except past due charges and to get treatment like this is not acceptable. No apology just told I made an error.

Desired Settlement: I would like my whole account reviewed. I want to know why additional charges were added this month. I would like an apology of the way I was talked to and treated and not one time did anyone think maybe this money might have been for other bills.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

5/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

I was a customer with this bank. I had filed a dispute with a charge on my account. I had to wait up to 90 days for the outcome. While doing so my account was near a zero. At that time a merchant had a ACH linked to my account and a unothorized transaction of $10.06 was made. At that time I was unaware of it and also made a payment with the same merchant for $180 and was not informed about the previous transaction on the same day. Also on this same day the dispute I had previously made was reversed and the provisional money credit was also taken out which put my account into the negative balance and was also charged $38.50 for insufficient funds. At that time my account was now negative but then the bank also charged me a additional $7 for a service fee which I never had in the past. They stated it was for not enough transactions or something of that nature. At that time I went into the branch and spoke to a rep and she was rather rude and unhelpful about the situation. At that time I had handed over my bank card and told her I am no longer interested in being a customer of this bank since my money is not safe in it and they are charging me all kinds of fees. Also prior to this problem I was at the banker window and asked about applying for a credit card. Before submitting the application I had asked the bank teller if they were going to do a hard pull on my account. She stated "No" I had made it clear to her if they were to do a hard pull on my credit report to not submit the application. My application was denied and a hard pull was done on my report after I clearly stated not to process the application if they were. Now I receive a letter in the mail stating a negative balance of $114.01 for overdraft fees while I do not have access to this account anymore and am no longer a customer. They state if the unpaid balance is not paid off they charge me again. These terms and conditions were not in my agreement when I first opened a account while I still have the written agreement when it was first opened.

Consumer filed duplicate complaint:I recently had a account with m&t. I am a small business owner who had a personal account to do bank transactions. During the month of 10/14 I had agreed into contract with a customer and he had written me several checks (3). While depositing the second check I had done so at a ATM. On 10\16\14. Two days later I had logged into my account online and it showed the check had cleared and funds were available. During that time I had purchased materials to complete the job. Shortly before the job was completed the customer decided to fire me and make final payment arrangements.we had signed off and another check was written. I
had also deposited that check into my account with a ATM. Shortly after that I had received a notice in the mail stating that a stop payment was put on the check dated 10\22\14 but to me it was confusion because the  funds already cleared. I am out $1,000 plus bank fees of $10. Initially there was no real reason for this customer to stop payment and get his funds back so far after the funds cleared in my account

3. Contract, Account, or Policy #: **********
4. Order #: ref.#**********
5. Purchase Date: 10/16/2014 
6. Date Problem First Occurred: 10/22/2014 

7. First Date: 10/26/2014

10. Payment Made: Partial payment made
11. Payment Method: Check

13. First Name* *****  
15. Last Name: *******
17. Purchase Price: $1,000.00  
18. Disputed Amount: $1,010.00

Desired Settlement:

I would like the $114.01 dismissed for the bank allowing unfair bank fees and practices. I am also very angry about the hard pull that was made on my credit report that affected my score and remains on my report for two years after I clearly stated "do not submit the application if you are doing a hard pull" I would like that removed from my report also since it affects me and my credit score

duplicate complaint filed:

Refund

I would like the check reversed since this customer did unfair acts and caused many financial issues with me and my bank.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

5/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As explained below, I ran into an issue with M&T bank where unauthorized charges were debited from my checking account for an "add-on." Attempting to correct the issue with M&T's customer service was a nightmare. I purchased the M&T FICO credit score "add-on" for my checking account more than a year ago, when I knew that I would be shopping around for refinancing and for a new vehicle. After a while, the $2.99 fee each month for the add-on didn't seem justified. In January 2015, I logged into my online banking account and cancelled the add-on. But in February 2015, I once again saw the $2.99 fee for the add-on debited from checking account. I was pretty sure that I had cancelled the add-on, so I logged in to my online account -- and it WAS cancelled. It expressly said "not enrolled" where the FICO credit score add-on used to be. I called M&T and spoke to an unhelpful customer service representative who acknowledged that I had cancelled the add-on. She said I would not be charged next month but she refused to credit the fee in February. I had another issue to discuss at the same time, so I let it go. Today, (in April) I saw the $2.99 fee on my checking account again. I checked my March statement, and I was billed then as well. I checked the "add-ons" page. Yep, still not enrolled in the credit score add-on. I called again and got put on hold for a long time. I spoke to one customer service representative who transferred me to someone else. I was again on hold. The next person I talked to acknowledged that I was not enrolled in the add-on and promised to cancel it. He seemed to be in technical support. He said it was a mistake. I told him that I thought I had cancelled in December 2014 or January 2015. I couldn't remember when, at the time. He said that according to his screen, I had cancelled in January 2015. He did not offer to credit the charges or even mention them. So I asked, "how about the months when I was improperly charged?" He said it wasn't his department, and I was again transferred and put on hold. Next I talked to another customer service representative. She put me on hold to look at the issue. When she came back, she said that M&T would not credit the charges. I asked to speak to a manager. I was again put on hold. I then spoke to the manager -- the fourth person at M&T I talked to during this call (my second call about the same issue). He sounded bored. He said he would credit the fees from March and April. I asked about February. He said he had no record of when I cancelled the add-on, so he couldn't credit the charge from February. That was directly contrary to what the second person I talked to said. He was not convinced by the fact that he could see that I called about the issue in February. He said M&T was doing me a favor and that they didn't have to credit anything. As a lawyer, I must disagree. I didn't agree to pay for the add-on since I had cancelled it. M&T had no right to the charges. Why I am displeased: I clearly cancelled this service. It said so on my account, and more than one M&T representative confirmed that. But it took two calls with five employees to make that happen. None of the employees seemed to have any authority to correct the issue, and the only one who did (the manager) sounded as though he did not want to talk to me. Then he quibbled about $2.99 and had the gall to suggest that he didn't have to do anything to resolve the issue at all. This was a clear mistake, and it should have had a clear solution. It should not have taken two phone calls and my speaking to five people to resolve it. When they acknowledged that I was charged by mistake, they should have immediately offered to fix the error. And it's still not fixed. The manager didn't refund me for February because he didn't have a "record" of when I cancelled, although his employee said the exact opposite. But I don't think I'll be calling a third time.

Desired Settlement: Obviously, not a lot of money is at stake here. But banks shouldn't get away with cheating customers simply because not a lot of money is at stake. Therefore, I would like (1) the $2.99 charge from February to be reversed, (2) an apology, and (3) a good faith effort from M&T to change its business model to be more responsive to consumers. M&T is an admittedly healthy bank with a terrible reputation among consumers. It does well financially because it has quality assets. But it treats people badly. It charges exorbitant fees at every opportunity ($3 to use another bank's ATM, etc. , in addition to the other bank's ATM fee). And its customer service is terrible. When there is a clear error, it should be corrected quickly. And when you speak to a manager, he shouldn't sound bored. It's not acceptable.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

M&T reversed the fee that had been mistakenly charged to my account, so I am "accepting" their response to my complaint.  But as I noted originally, the amount of money at stake here was not a lot.  I submitted this complaint not only because of the erroneous fee but because of how time consuming and frustrating it was to fix a clear bank error.  It remains to be seen whether M&T learns anything from this experience or whether it continues with business as usual.

Regards,

******* ******




5/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been banking with M&T bank while I attended law school in the Richmond (Virginia) area. I moved out of that area to take a position. The area where I moved did not have M&T branches. After I moved, the account remained inactive until February when a company who had previously been authorized to charge my card monthly made a charge to my card. There was not enough money in either my checking or my savings account to process the charge (because the account had been inactive). M&T processed the charge anyway and added an insufficient funds fee of $38.50. I immediately zeroed the balance on my account by paying off all fees and called to request that the account be closed. While speaking to a customer service associate I explained that I would like to close my account. The customer service associate informed me that she would be able to close my college checking account but would not be able to close my savings account. In order to do that, she informed me that I would have to go to the branch where I opened my account and personally close it or send them a letter. I told her that I would send a letter but double checked to make sure that the checking account was closed. She affirmed that the checking account was closed and no further action was necessary on my part. In March, the same company charged my checking account again. Unbeknownst me, the checking account had not been properly closed and M&T again processed the payment and charged me an insufficient funds fee. Additionally, they charged me again days later for failing to promptly respond to the notices that they had been sending to the wrong address. I called customer service once the resident of that home contacted me to let me know they had gotten the notice. I spoke with the customer service manager - I cannot remember her name - on 4/27/15 at approximately 1:30pm. I explained to her that I was told that my account had been closed and that I was confused about how the charges had been processed in the first place. She explained to me that she saw where I had zeroed the account and was able to see a call to their customer service department for that day, but told me that the account could not have been closed that day because the account was active and the account must be inactive in order for the account to be closed. I explained to her that I had been told that the account had been closed and asked if she would waive the fees associated with the charge under the circumstances. She refused to waive any of the fees. I even offered to pay off the actual charge from the company if she would agree to waive the M&T charge and she again refused. She explained to me that it was her position that I had simply misunderstood or misheard the customer service associate and that it was my fault that the account had not been properly closed and therefore M&T would not help me in any way. I explained to her that I was absolutely sure that the customer service associate had told me that the checking account was closed, but she was adamant that I had simply misunderstood. She asked me if I could remember the name of the person I spoke to and when I could not she explained to me that she felt that if I could forget the name of the customer service associate that I could clearly have screwed up the process of closing the account. In an attempt to figure out whether I had, in fact, misunderstood, I asked her if my previous call had been recorded. She explained to me that she would not give me that information. I then asked if she would at least be able to tell me if the call would have been kept this far in the future, or if M&T routinely erased calls. She stated that she would not give me that information either. I asked her how I would go about getting that information and she told me that I could contact an attorney. I explained to her that I was an attorney but was really just trying to figure out what was going on. She told me that if I was an attorney that I should already know all of this information. I asked her if she would please transfer me to their legal department. She explained to me that she would not transfer me and that there was no phone number associated with them for "regular public citizens." I asked her how I would ever be able to reach them and she responded "If you're an attorney ,you should be able to figure that out." I tried to explain that I wouldn't be able to figure anything out - including how to subpoena records - without speaking to them and she told me that that was my problem. In an attempt to deescalate the situation I then asked her if she would take me through the process of closing both of my accounts so that I would be sure that they had been properly closed. She was extremely hostile for the remainder of the conversation. I apologized a number of times for upsetting her, but that still did not seem to have any effect. I was finally able to figure out the extremely convoluted process for closing the accounts. I have since called the company who made the offending charge and they have agreed to refund my account in full for their charges. All I would like at this point is for M&T to waive their fees and close my accounts. I recognize that I will still have to go into the branch and have that taken care of and am willing to do so.

Desired Settlement: I have already been assured that the company will be sending me a refund in the amount charged to the account. All I would like is for M&T to waive their insufficient funds charges to bring my account to 0 and then close out my accounts.

Business Response:

M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****




5/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was extremely excited when I began the process of purchasing my first home. I was prepared: savings, great credit score, and had all the information I needed to be able to go through the process without loosing my hair. I was referred to use a lender at M&T by my realtor and both she and I are appalled at the service that has been provided. First, the lender was not responding right away to emails or calls. I would ask for a copy of the application, updates on what was happening with the processing, but would rarely get a response. Again, I am a new homebuyer and knew this would be a little challenging, but I had been coached on the frustrations of homebuying, and so I didn't get too upset. Eventually, I received the loan processor's information. At first it seemed as if she would be more helpful, but then she also stopped responding to calls and emails; some times out of the office when she supposedly was working on my file. I continued to stay patient with the process. I was due to close at the end of February, and I decided to just wait. During the period of when the loan processing started and the end of February, I was being provided with updates on possibly closing sooner, but every time that date approached, I got a phone call or email saying they needed more information and they couldn't get everything done. A few days before closing, I was informed that my application was not ready because the figures did not match, and so the contract was extended. I was disappointed, and told my realtor, but she let me know that it would be ok and I'd be able to close soon. There was grant money included with my transaction, and the worker processing the grant realized the issue with the numbers and requested that M&T review and send updates. I found out that the grant processor was calling around for three weeks and had not received any updates to the amounts. Instead the loan processor sent the same amounts, which were already determined to be incorrect, back to the grant processor. The lender in the meantime hadn't been too responsive and his assistant had begun to request even more information from me, some of which had already been sent. I was told to get insurance information from my provider before I was given a definite closing date. I was told by the M&T team to give the date on my contract, which was a Sunday. I had to have the insurance company back date the information to the Friday before. But that Thursday I received another call that we, again, could not close because the figures weren't right. I had call the insurance company to change dates. I've done this twice since starting. At some point, the lender called to tell me that the processor changed the loan amount to the wrong number, per the grant processor's findings, that his initial figures on the GFE should have not been updated, and that he needed permission from me in writing to fix it, because if not, I'd have to go to settlement with almost $10,000. That wasn't right, and his adjustment would supposedly fix everything. I went with it so that my settlement costs would be a lot lower. This again was only a few days before I was supposed to close. The contract was extended again. Eventually I had a scheduled settlement date, and thought that I was almost done with this entire process, but then there was another problem with how much money I'd need to bring to settlement. It turned out that the numbers were still off somewhere and all of the funds I put into the house hadn't been accounted for. My realtor was also very upset at this point because this had been going on for months and all the amounts should have been corrected. I expressed my frustrations with the lender, who said he understood; that he had no control over what the processor and underwriter did; and that he was going to try and get it corrected. The realtor at this point was very disappointed in the service, as was I, and took it upon herself to do whatever she needed to do to get the numbers corrected. Everything seemed to be moving along to some extent, however the processor was still requesting more information from me that had already been submitted. I gave it to her without any complaints and had been extremely cooperative with everyone, even though they still would not get everything right. After everything, I had signed 3 different contract extensions because the figures weren't right. The final settlement date was scheduled and it appeared that everything was ok, but the day before closing at approximately 4:40pm, I received yet another call from the lender stating that the title company showed that I had too much money, and needed an addendum to my contract. Apparently, they loan processor's initial amount was ok, but since it was changed I didn't to tell him how to proceed. He told me I had two choices: 1) close the next day, but loose out on the money I was contracted to have, and pay a higher mortgage or 2) have the extra funds applied to the principle, lower the mortgage, but you would not close the next day. After almost 4 months of stress and hearing, "are you closing yet," and 3 settlement extensions, I was completely upset and voiced that to the lender. I told him I wanted option two but was appalled by the service, and that the rush needed to be serious. A little while later, the processor called to say that I couldn't have the money, and that I couldn't use it towards principle and that she adjusted it on her paperwork. I asked, why and she said that it was just standard. She said she made an adjustment on my paperwork to get some of the money, but never explained that to me, and it still didn't add up. I proceeded to voiced my same frustrations with the loan processor, as this has been going on for too long and requested that she resend all the figures via email. The realtor was also upset and began working to find a way to get everything done. During an email discussion I voiced how disappointed I was in the service, so much so that I would not recommend M&T to anyone else that I know. The processor's response was accusatory and she refused to provide the documentation that I requested that went with the information she was telling me. She also proceeded to attach other individuals, some of whom I did not know, to the thread, which I thought was inappropriate, and I voiced that as well. The processor then refused to respond to any more emails with direct questions or to any phone calls or messages left for her. The next day I received another email from the grant processor and sent a followup to the processor and the lender. I still did not receive a response. I asked to speak to the processor's manager, but the manager decided to defend the processor's actions, even after I explained that she wouldn't respond to emails with direct questions, and chose to argue with me rather than listen and understand my situation. She was only concerned with the last 3 days of work performed by the processor and did not take into consideration the last 3 months. When I continued to try and explain my frustrations, and asked her not to argue but to listen, she disconnected the call. I have never been so appalled with this service, and after telling realtor friends and speaking to my own realtor, this has never happened before. The processor has been all over the place and misinformation has been given at every corner. And I still do not have a closing date. This process started at the beginning of January. There is strain on myself and my family. I have never come across such horrible service, including customer service from the cell phone and cable companies.

Desired Settlement: I request a full apology from the staff of M&T for making this supposedly happy occasion one of stress and disappointment. For me to be so patient and easygoing throughout this process, and then to be treated so poorly by the staff after being so frustrated is so wrong to me. I also would like M&T to take a good look at both staff and employees and design a way to train them to work more efficiently and be better at responding to clients and their needs, focusing specifically on conflict management. I also desire a staff reprimand for the parties involved.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company currently processed my loan and went to refinance with the company so contacted them and was connected with **** ***** she went over everything with me and "locked" me into a rate of 3.89. I have patiently waited over 2 months for them to accept my loan now they want to approve my loan but have raise the rate to 4.10 because they are stating my home is a condo. Which is absolutely ridiculous first off I paid over 700$ to lock in the rate of 3.89 secondly I told **** my home was classified as a condo to begin with. I feel like I am getting hosed and either they didn't lock in my rate or rates went up and they are just trying to get me to pay it. They also refuse to return my down payment that I made to lock in the rate which they didn't do.

Desired Settlement: I want a Phone Call from the CEO or CFO or someone with the power to make this right! How you can make it right with me is either honor the rate of 3.89 that I was suppose to get. You can also waive some of the closing cost or credits on the first few months of the mortgage. Please make this right!

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

Consumer Response:

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. You can explain why it happened it doesn't mean it was right! I was lied to and paid money to you with the rate that was promised you shouldn't have told me you would lock in a rate and not follow thru
Regards, ****** **********




4/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a mortgage with this company and I have made all of my payments to this company with cashiers check. The reason I switched to cashiers checks were due to the fact that they were holding on to my personal checks to long. Well, I've received a foreclosure letter on my home. I called M&T Bank and I was told that they hadn't received a payment from me since June 2014. I told Teyota, the point of contact representative that she was very wrong and mistaken. I faxed every payment that was made from june 2014 til the present from legacy credit union. I was told they would look into it, I called back for a follow up and was told they hadn't received a payment since November 2014. Explain to me why are there discrepancies with my account, first an M&T rep says they haven't received a payment since June 2014. But when i call back another rep thats a male says they havent received a payment since November 2014, thats a 6 month differenc.This is a serious situation and M & T Bank has problems within their company. The addres that I've always used to mail my payments was (One Fountain Plaza, 7th Floor, Buffalo NewYork 14203). I have printouts totaling thousands and thousands of dollars in payments I've made to M&T Bank for the year of 2014 to the present. I need this resolved immediatly because you are affecting my livelihood and my credit as well with untrue reportings to the credit bureau.Tetoya has been really helpful with me in dealing with this situation, but I have to resort to a higher source as well as my legal rights. I dont know who, what or where my money has gone and I need this resolved immediatly.

Desired Settlement: I need this matter rectified, corrected and resolved.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.

4/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: All I want is resolution from this situation, I don't want to leave the bank nor have it escalate. I like your bank and services most of the time. I was using my PayPal account to order food this last week because I didn't have much in my bank account. I knew it was around $70.00 at the time. I was thought to believe I had money in my PayPal account due to a transaction I sold through eBay, however I had used the wrong email address in the order and they money was available as it said on eBay but in another account. I used my card to order food throughout the week, 5 times and one other charge was a netflix charge, they all were coming from my bank account. I did not know that. When I logged in and saw that the money was taken out, I was working, so I quickly sent them an email letting them know the situation. They responded with only what I used it for (Which I already knew & after the fee's had already came out with no kind of resolution) They had taken out 6 fee's of $38.50 adding up to be $231.00 which is a lot of money that I now do not have for the Ocean this weekend. I contacted you guys ahead of time and tried to do all I can to have this solved before the problem. I have had issues before with money coming out of my account before which has been a decent amount of money, which I have let go and moved on but I need this money back. All I want is my money back. Thanks for your time in reading this! Have a good weekend.

Desired Settlement: Refund my 6 fee's of $38.50 totaling a amount of $231.00.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** *******




4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a checking account with M&T as a FREE perk for having a mortgage with M&T bank. I opened the account in January 2014 and deposited $25. I never used the account again. I was mislead by M&T bank since it was not a free perk for maintaining my mortgage at M&T bank. After numerous phone calls I learned that M&T bank started assessing a $24.95 monthly fee on the account as of January 2015 and now M&T bank has taken my initial deposit and is additionally demanding overdraft payments of $49.85.

Desired Settlement: I believe M&T bank should void these fees and refund the original $25.00 deposit amount back to me. I do not believe I should have to pay any overdraft fees on an account that was never used. The only withdrawals on this account are the monthly fees assessed by M&T bank.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/26/15- I was contacted by M&T Collection unit. When I contacted the unit I was told that I owed $13.83. This was a $12.50 Overdraft Fee plus $1.33 (transfer amount). I asked for it to be paid off through my M and T Bank checking account. I also asked for the Overdraft Fee to be removed. The fee was said to be handled by a different department so I was transferred to customer service. Since this was my 1st fee of this kind I asked customer service to please remove the fee as a courtesy. I spoke to a manager who had honored my request to remove the $12.50 overdraft fee for $1.33 overdraft. I asked if this would now bring my balance to 0? Therefore, all should had been at a balance of 0 if it was honored. He claimed that rescinding the fee would be subject to review. On 3/6/15-Thur- around 12P, I called M and T Bank to see if my overdraft line of credit was at a balance of 0. Therefore this would indicate that all was in compliance with all I had requested. The customer service agent said that the $12.50 overdraft fee had been removed but no record in payment showed that the $1.33 was paid. Therefore now in March, the balance was $26.33. $25 late fee plus $1.33 which was said would be paid but was not. This was the primary reason I had called collections on 2/26/15 in the 1st place. Again, I pleaded my case to have everything paid but no common ground was met. ********** ******-Customer service manager me if I would like the balance paid off. Haley took the liberty to ask how much to pay. Again, I said that I wanted $1.33 paid off like I had explained to the 2 previous customer service agents. I asked if she had record of this on the 3/6/15 transcript of calls. No answer was provided. Therefore, again the $1.33 would not be transferred from one of my accounts. She finally honored payment of $1.33.

Desired Settlement: The $1.33 was to be paid off on 2/26/15-Thur- per my phone call. Therefore no late fee should have been attached to bring the total to $26.33. I have paid off the total in full and ask a refund check of $25. The question remains- if someone had sufficient funds on 2/26/15 why would that individual not choose to pay off the overdraft fee of $1.33 which is indeed why that person called in the 1st place?

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not fully resolve my complaint.  I feel that in error in the accuracy of this information it should be noted that I was indeed contacted by M&T Bank collections department.  Whether or not this was a 3rd party in Colllections of M&T regardless I do have phone records (can provide from my carrier) and a recording to prove this. This was indeed made, would like this statement accepted, and my further statements to pay were not addressed. Therefore, I will appreciate and accept the waiver of the $25 fee (I have already paid it so seek a $25 credit) but also would like my dissenting view published and documented.   Regards,  **** *******




4/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: M&T Bank is taking advantage of me. I have received over 28 INSUFFICIENT FUND FEES since 2/10/2015. This totals $1,078. To my understanding, my M&T Account was set up to reject these payments if the funds are insufficient. They did not. The bank set this up for me on 3/03/2015 (although, like I said, it was setup previously to my understanding). On the same day (3/03/2015), the bank reversed 8 INSUFFICIENT FUND FEES ($308). I have since, after setting up the "rejection of payments for insufficient funds", received 11 INSUFFICIENT FUND FEES ($423.5). None of these should have been received because I set up the account to not allow payments to process. These fees continue to pile into my account, resulting in a negative balance of $592.08 as of 3/25/2015. This balance is much less than what I've paid in INSUFFICIENT FUND FEES since 2/10/2015. I am unable to resolve this balance. I am behind on all my bills and struggling to provide food. The problem has only worsened, with increasing number of fees adding into my account.

Desired Settlement: My desired outcome is for the INSUFFICIENT FUND FEES to be refunded. I am only requesting enough fees refunded to the extent where my balance is no longer negative. Since I've had debited a total of $770 in fees and my balance is negative $592.08, I am only requesting fees to be refunded. I also want these fees to stop incoming to my account. I set up my account to refuse incoming payments when funds are insufficient. I cannot afford to settle this negative balance. I am also a young student and would like to avoid derogatory remarks on my credit. I plea for help here. I also graciously appreciate the understanding from M&T Bank.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


Consumer Response: 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 appreciate the response and details. My concern is that I am being charged too many overdraft fees. More than should be allowed charged. My negative balance is primarily from the overdraft fees. If you could please credit the overdraft fees, it would bring the account to good standing. The absolute most I may be able to afford is a negative balance less than $100. I will try my best to resolve such balance. I cannot afford anything higher.I feel confident that my account should not be assessed these fees.  Regards* ***** ********





4/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Loan modification was completed at the end of 2014. My payment was supposed to be $2,862.39. I received my first statement and the amount of the payment is $5,215.67, when I reveiwed the payment itemization the principal and interest portion was not updated to the correct amount.

Desired Settlement: I want my payment updated to the correct amount.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


4/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been calling the bank since I filed the modification back in 2014, after filing the modification I was issued a point of Contact; which was *******. ******* has never called me in regards to the modification but I would call in just to check and see what was going on; on several occasions I received different responses and when I didn't understand I would call ******* and try to get explanations but he would never return my calls, and on several occasions I would leave voicemails. After a certain amount of time I would just call and try to reach the first available representative in which they wouldn't tell me anything accurate about my account. Now that I proceeded with the loan modification they now say I am 2 months behind and I owe for November and December payments in which my Loan Modification isn't near complete. We just returned the documents in January and they stated that we wouldn't have to start making payments until the load modification is complete. On January 26th I made a payment because they stated that my first payment was due February 1st and then we received a load summary in the mail stating that our payment isn't due until March 1st. Something or someone is not being consistent about when and what we are suppose to be paying I have my call log for my house and my cellphone and can show proof that I was the one doing all the calling and no one has ever left a voicemail on either one of my phones. They are being some liars and I feel that something should be done about this situation, because they are customer service representatives they are there to help us understand what is going on with our account, but since we get so many people they do not go into detail with our accounts. I have been calling in since October 2014 and not once did someone tell us that we would have to pay November and December Payments because if we did we would have been paying them, all we received was that after our load modification is complete they would send our payment summary in the mail. I am very frustrated with this bank because everyone is not on one accord.

Desired Settlement: I would like for someone to call and explain to us what is going on with our account and loan modification. M&T Bank reviews are ridiculous and something needs to be fixed within your company. My phone is **********, please call at anytime

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


4/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent the following to the bank--Hello:Please direct this to the three (3) individuals named in the subject line.I have been getting the run around from M&T Bank since yesterday, when I discovered $200.00 was debited from my account, on April 03, 2015, for a unauthorized unjust fee. Yesterday, I contacted the customer service office and was told they could only apply $25.00 of "MY" money back to my account, and the local branch would credit the remaining $175.00, and they were very apologetic. I'm still waiting. Yesterday I called the Parkside/Hertel Buffalo NY branch and talked with the manager, **** ******. He instructed me to call 716-842-5225, after he sent an e-mail to explain the situation, to ***** ****** (Manager) and she would resolve.I called ***** four(4) times as of 1:38 pm today, and I'm still waiting for a return call. Earlier today, I talked with *****, and she said ***** wasn't available. I explained the situation to her and she said something was not right, and she'll pass the information to her boss, *****, and she would get back to me. I didn't hear back, so I called again for *****. Once again, ***** answered and said ***** was in a meeting, and would get back. I still didn't hear back so I called and left a message on her voice mail. About 30 minutes ago, a representative (a male) called and sorry we can't help you. I asked to talk with *****, and he said she's at lunch. Obviously, she doesn't want to deal with the banks unjust actions of taking $200.00 in bogus fees. I asked when I would get a return call. He refused to answer the question. He was rude, condescending, not knowledgeable, and just aggravated the matter. ***** still hasn't called. I feel this might justify a class action lawsuit. When you open the account say one transaction a month no fees, then switch.

Desired Settlement: I want "MY" money returned. M&T stole the money. Remaining $175.00 due. Will not accept one penny less

Consumer Response: M&T did settle the complaint for the full amount. I in the future to avoid confusion that each page of their contract be signed or initialed. A customer should not have to be fined or charged fees just on a, "We told you", All I asked for was proof, and they could not provide any proof, and then M&T bank management, in particular Ms. ***** ****** a 22 year veteran lied, and tried to cover it up. People should not have to go through the abuse, and humiliation that I endured.But I prevailed, because I wouldn't give up.Thank you.Hello:

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.


3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called the Frackville M&T Bank location on 2-25-15 at 11:00am because I needed some of my account information. A woman answered and refused to work with me because she quote "didn't recognize my voice." I offered to give her any information she needed to confirm my identity (social security number, security questions, etc.), but she still refused. She said she could only give me information if she knew my voice. Now knowing that they use the sound of a voice by ear as confirmation of identity, I don't feel comfortable that anyone can have access to my info and money, as long as their voice sounds "familiar" to whoever answers the phone.

Desired Settlement: I'd like to be able to access my info when needed, and I don't think I should have been refused access to my info because my voice wasn't familiar when I offered to provide much better ways to confirm my id.

Consumer Response: My settlement request is:

I'd like to be able to access my info when needed, regardless of if my voice is familiar to an employee or not. As long as I provide proper forms of ID, I should be able to access anything of mine. 
Yes you may contact the company on my behalf. Thanks! 

Business Response: M&T Bank has responded to the complaint. However, it has requested that the  BBB not publish the response due to privacy concerns.


3/25/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: During my banking session today, I was attempting to withdraw $800 (over the ATM withdrawal limit) at the tellers station in the Washington DC branch for my upcoming vacation. I was informed that I would be charged a $2.00 fee to be provided a withdrawal slip for my checking account. When I questioned this, I was told the only alternative was to bring a check and make it out to cash in order to get this money. M&T Bank also charges for checks so either method required spending money in order to make a simple withdrawal from my checking account. Instead, I used my phone to transfer money to my savings account and withdrew the desired money for free. I have never been charged this fee before but was shown company literature validating the fee. This has never been communicated to me before. No fee information on my existing accounts can be found online.

Desired Settlement: This fee is in direct conflict with the FDIC regulations, ensuring my money is available for withdrawal at any time. It is a predatory fee that is unnecessary. It should be removed and confirmed in writing.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



Consumer Response:

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 do not have an issue with the ATM withdrawl limit placed on the card.  In fact, I strongly agree with the limit as it protects the account from illegitimate withdrawls. There are reasons to use the branch as opposed to the ATM for withdrawls such as a significantly small amount (under $20) which most ATM's cannot dispense or a significantly large amount where security dictates identification and verification. In these instances especially, a fee should not be charged for the use of standard banking practices. The issue I have is the 2 dollar "withdrawl fee" for my checking account.  I have been a customer with M&T (formerly ***** **** ** ********) for over 15 years.  This fee has never been mentioned, charged, discussed or sent to me in any notification at any time during my 15 year patronage of M&T Bank. Furthermore, any fees associated with any type of account is not available on M&T Bank's website (including Web Banking) for secondary verification of a legitimate fee.  The requirement to use a counter check or my own check requires the expenditure of funds (via the fee or paying for checks which is another charge from the bank) to access my funds.  No other bank has this type of charge.  This is a fee which prevents access to my funds.  M&T is obligated by law to provide me access to my funds as a qualified depositor.  Regards, ****** ********




3/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: M&T BANK MANIPULATES DAILY TRANSACTION TO MAXIMIZE CHANCES TO OVERDRAFT I have been charged more than one overdraft fee and I think that M&T bank is manipulating the order of my daily transactions to maximize the chances that I will be charged an overdraft fee. I am sure I am not the only one but now I am getting really pissed. I would like to know why M&T bank does not post DEBIT Card / Checking account transactions in the order they occurred. Why am I victim of so many overdraft fees when it is the bank fault to not post chronologically and automatically Debit transactions misleading the customer to think that their available balance is positive? I gathered evidence and vendor receipts showing the date when transactions were made with my M&T debit card and the day M&T bank post my transactions in an order different than the order of my purchases triggering an overdraft fee. I was always convinced that since my debit card was linked to my bank checking account, money will be debited from the account as soon as the transaction occurs and I can only spend the money that I have available to me. It seems that M&T Bank is misleading their customers by not posting Debit card transaction on the day they occurred and show an available balance that is really available since they don’t post right away debit card transactions. As a customer , I have been thinking that the money available shown on the day that a transaction is about to be made is what I really have. Mistake: M&T bank does not show all pending debit card transactions and will authorize any transaction that trigger overdraft fee. Suddenly, all transactions before they hit you with the overdraft fee will be posted in the account on the same day they charged the overdraft fee. Sometimes they post Debit Card transactions 5 days later (I have payment receipts with Debit card and my bank statement/ screenshot of checking account before I withdraw money. How come transaction made with checking / Debit card are posted 4 days later showing an incorrect available balance that lead customer to overdraft so easily? When I opened my M&T account, I selected yes for overdraft protection. On 02/03/14: They approved a purchase of $9.26 that overdrew my account by $5.16 but M&T did not charge me the $5.16 fee I have in the Insufficient Notice statement. On 03/07/2014: I applied for a credit card with ******* *** and I used my M&T Debit card to pay a deposit of $49.00 thinking that the money will be automatically taken out from the account. On 03/10/2014: I went to an ATM and checked my available balance and saw $548.61. I assumed that the 03/07/2014 transaction was already posted and paid. So I went ahead and withdraw $500.00 from the available balance that was showing on my account on that day. At the end of the day, usually during night time they post the 03/07/2014 transaction over drafting my account by 39 cents. I did not realize the account was overdrawn until I got paid and $77.39 fees were charged for extended overdraft fee 5 days since 03/10/2014. 05/02/2014: I went to a branch to dispute that outrageous fee; the manager was kind enough to waive those fees. After that incident I asked a teller to set to NOT PAY OVERDRAFTS FOR EVERYDAY DEBIT CARD AND ATM TRANSACTIONS WHEN I DO NOT HAVE SUFFICIENT AVAILABLE FUNDS IN MY ACCOUNT. 09/05/2014: I went to see a doctor (******* *******) and paid $116.38 around 3PM. Around 4 PM the same day; I went to the bank and told them I want to make a money order of $1490.00. As I was aware that my account will overdraft instantly with this money order, I accepted the $38.50 fee and knew I deserved it. But what I don’t understand is why the debit card transaction with ******* ******* got posted 3 days later on 09/08/2014 while 09/05/2014 the money order which was the second transaction got posted on the same day? On 10/30/2014: I paid my mechanic $47.00 with Debit card, transaction that should be posted on the same day since it was made with the debit card but noooo. On 10/31/2014 I paid my house insurance with my checking account thinking I have money to do so. Surprise, both transactions got posted on 11/03/2014 over drafting me by $31.04. On 11/04/14 I made a deposit of $300.00 and on 11/05/14; I got hit by $38.50 overdraft fees on 11/03/14. On 11/28/14: I bought gas with my Debit card. On 11/29/14: the 11/28/14 transaction was not showing or pending in my account. I forgot about it and paid my electric bill ($120.00) online with my checking account based on my available balance that day. On 12/01/14; National GRID confirmed receiving that payment from M&T bank. On 12/03/14 both transaction got posted over drafting me by $12.36. On 12/04/14 I deposited $345.00 and got hit by $38.50 overdraft fee. I know by experience most of my online payment with checking account are posted 4 to 5 days later as long as I don’t make any overdrafting transactions. On 12/22/14: Because usually, when I pay online with my checking account, M&T takes 3 to 5 days to debit my account, around 4PM I paid my water bill ($620.00) thinking that my paycheck will be deposited in my account in the night of 12/23/14 to 12/24/2014 at 12Am and will cover the short amount of $183.40. On 12/23/2014 I checked my M&T account to make sure that they did not processed the ******* water authority payment yet, that transaction was not even shown as pending and my balance was still positive with $436.60 as of 12/23/2014 around 5PM. I told myself by the time M&T process that transaction, I will get paid and it will covered the whole payment. On 12/24/2014 at 7:00AM, instead of me receiving the usual Pay Date text message stating that “a large deposit was made to ****** on 12/24/2014 for $..... Funds may not be available immediately”, I received a text message from M&T saying that my available balance was -$211.52 as of 2:16AM. I checked my account; the ******* payment was processed and posted in the night of 12/23/14 but on 12/24/2014 my available balance was positive because of my direct deposit. I called the customer service on 12/24/14 to dispute the fee but they cannot waive it because they already waived the $77.00. I told them it is not fair because you guys always post Debit Card/ checking transaction 3 to 5 days later, you never post them the day after. Why this time it was different? How can I overdraft that night when I got my direct deposit that same night? On 12/24/2014, I got hit again by 38.50 fees. Evidence that they manipulate transactions: My receipts and bank statement On 09/30/2014, I paid my water bill with my debit card; transaction was authorized by M&T on the same day but somehow that same transaction got posted in my account 3 days later on 10/02/2014. 12/22/14, since they usually debit my checking account within 3 to 5 days I paid my water bill knowing that I was short by $183.40 but will be covered by my direct deposit. Surprise it got posted 1 day later on 12/23/14 after 5pm because they saw the 12/24/14 pending direct deposit. Usually, every time I get a direct deposit, I received a text message from M&T stating that money was deposited. On 12/24/14, I never received the usual text message but instead I received a text regarding my negative available balance when the account was not negative anymore. On 01/08/2015 I paid my ****** phone bill. On the same day at 10:04PM (CST), I received the payment confirmation number. M&T posted that payment on 01/12/15. On 01/25/2015 at 5:36pm, I went to a restaurant and paid $41.33. On 01/28/2015, I paid at $8.57 exactly at 8:32am at the super******. Around 5pm the same day, I bought gas for $39.24. All those 3 transactions were paid with my M&T debit card. As of 01/29/2014 around 10am, I printed out a screenshot of my account. The 01/28/15 transactions were shown as pending and my available balance was $124.10. The 01/25/2015 transaction was not shown pending anywhere and as I forgot about that payment, I went ahead and withdraw $120.00 on 01/29/2015 leaving $4.10 in the account ( I have the screenshot). At the end of the day on 01/29/2015, the 01/25/15 and one of the 01/28/15 ($8.57) transactions were posted leaving my account negative with - $1.99. As of 01/30/2015 around 9am - 10am, I put some cash in the account. The account is positive again but the 01/28/2015 $39.24 gas transaction is still pending as of 01/30/2015 around 3PM. Now I am waiting for the overdraft fee to kick in.

Desired Settlement: I would like the government or any independent agency to look into their records, their charges and see how many people are victim of these deceptive practices and HIT them with a big fine. And please M&T Bank do not refer me to ‘What You Need to Know about Overdrafts and Overdraft Fees disclosure’ for more information, I read it several times and it does not say anywhere why you don’t post purchase transactions in the order they occur. You hit your customers by manipulating the order of transactions so you can hit this poor working middle class by overdraft fees.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



Consumer Response: 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.Dear M&T Customer Care Specialist, I have reviewed your response to my complaint and as a customer; I appreciate the goodwill gesture of $38.50 overdraft fee Refunded on February 13, 2015. However, this letter does not answer all the questions I raised in my complaint and reality with my transactions are far removed from what you mentioned in:   -     The third paragraph of your response letter “ First when you use your M&T debit card or a purchase, the authorized amount will be immediately held on your account as a pending item. The Hold is pending until such time that the merchant sends in a final settlement request, but no longer than Three (3) Business days.”  On 01/25/2015, I used my debit card to pay a $41.33 bill at ***** Restaurant. That transaction was authorized but the amount was never held immediately on my account as a pending item as of 01/29/15. However, on 01/30/15, transaction that were never listed as pending got posted on 01/29/15, I guess it went through the 01/29/15 night batch as you said. See attached supporting document: 01/29/15 and 01/30/15 M&T account screenshot and Receipts.  -        Fourth paragraph “In Addition, M&T utilizes the date and time debit card transactions are authorized to determine the posting order.”  On 01/28/2015, I paid with my M&T debit card an $8.57 bill at **** ******. That transaction was authorized and the amount was held immediately on my account as a pending item as of 01/29/15. However, M&T Bank does not utilize the date and time debit card transactions are authorized to determine the posting order. If that was the case the 01/25/15 transaction should be posted on 01/28/15 instead of 01/29/15 sticking with the M&T Three (3) Business days processing time once a transaction is authorized. Actually that 01/25/15 transaction got posted Four (4) business days later.  See attached supporting document: 01/29/15  and 01/30/15 M&T account screenshot and Receipts  Regards, ***** ******** ******




3/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am the manager for ****** **** ***** * ***. In January 2013 I believe is that date, we opened a business line of credit for $25000.00. As part of the deal, we had to open a checking and savings account and the payment was payroll deducted from the account each month. We only made a deposit to the checking account once a month for the sole purpose of making our monthly payment which was automatically withdrawn. There was no monthly fee. After the first year they started charging us a monthly maintenance fee so we asked if we could close the account and have the automatic payment come from our business checking account at ************. They said yes. We had two separate encounters with M & T bank employees to close the account and we were never told that by closing the account it closes the line of credit. If we were told that we would have never closed the checking and savings account. The only way we found out was that a check that was written on the line of credit was returned because the account was closed. We tried to get the line reopened but they wouldn't re-open the line. We used the line as a safety net only when we needed it and for business use only. For about a year, our monthly payment remained the same at about approximately $112.00 a month. I could pay more if I wanted to or make the minimum. Then without warning, the changed the line of credit even though it was closed to a term loan which more than tripled our payment and now our payment is about $480.00 a month. We have gone into the branch several times and called the branch several times. Everyone promises to check into and never gets back to us. We were told that it was converted to a term loan b/c we are high risk. Well we have never missed a payment or paid a payment late. So basically, now b/c the payment is so much higher they have put us at risk to fail and get behind on our payments. We have managed to make the payments but now it is becoming hard to do so.

Desired Settlement: I would like the line of credit restored so that our payment can be reduced to the original payment we were making which is what we can afford to pay. We would have never signed up for a payment that high b/c we know we can't afford it. The bank changed the terms of loan w/o discussing it with us and as a result they have set us up to fail. I can't get anyone to help me or return my calls. I want it resolved and returned to the lower payment even if they keep the line closed.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Been working to acquire a home modification for over two years. my original loan was with country wide - who was brought out by Bank of American and then sold to M&T Bank. I have supplied M&T Bank on more than one occasion all the appropriate paperwork required for my modification.After resending all paperwork on numerous occasions, which included the deed to the property, my divorce papers etc. my third set of modification papers were received this past Friday. These modification papers include to have my x wife of 5 years ago on the loan, whom was never on the original mortgage. Complaint - after submitting all previous required paperwork by the bank, and completing the modification loan package on two previous separate occasions which did not include my x wife.. I am now having to go back to the bank for a 4th time to get the paperwork corrected, and have her name removed for the loan modification.

Desired Settlement: Two previous loan modification packages have been submitted and returned to M&T Bank in full.. Which were in my own name - single mortgage holder, as was my org. mortgage. Without having to resubmit all the supporting documents for a 3rd time - have the loan modification resent in my name as the org. is.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.

3/23/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I paid off my auto loan on February 1, 2015. The title was not received at the address on record for my account. I found out the title was sent to the wrong address only when I called multiple times to follow up on the status of the title. The address was correct on my digital statements, my driver's license (used at the time of vehicle purchase), and the calls I placed before and after paying off my auto loan. Somewhere in the process of sending the title out, the address was incorrectly labeled. This was confirmed mid-February with a call placed to customer service (who themselves do not send out the titles so this is probably not their fault. They have been as helpful as they can be when I have called). I was told to wait and see if the title would be sent back. I called back to find out if M&T had received back the title, to which they said no. Now, they will only send a lien release and I will have to re-title the vehicle and possible pay for this myself. Meanwhile, there is a title for this vehicle that M&T sent out for which they claim no responsibility. I sent a complaint email to M&T Bank and received only a response indicating that they had received the email; never a formal response. This title error seems to be M&T's responsibility and they are not working with me at all or taking any initiative to resolve this error. I paid for a title (product) that I did not receive. Again, customer service has been fine throughout this process; this is NOT an issue related to the customer service phone conversations that I have had. I just want a resolution and additional information as to what could have been done to avoid this situation for myself and M&T as well.

Desired Settlement: I would like a phone call explaining how or where this error occurred, and the vehicle title, please. I want some more information about this process and situation so that tis situation can be avoided in the future or how this could have been avoided.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: M&T Bank refuses to remove PMI insurance from my mortgage as required by contract upon reaching 20% equity in the property. I have contacted the bank providing third party independent proof of the value of my property - government tax evaluation. The bank insists that I pay 400+ dollars for a bank approved appraisal of the property. This is neither fair nor impartial. The bank will only accept an appraiser of their choosing. The government is an impartial and trusted party and the value I am currently being taxed on my property demonstrates a greater than 20% equity in the property. M&T bank refuses to honor their commitment to remove PMI upon request of the home owner with demonstrated proof of equity.

Desired Settlement: PMI insurance should be removed from my monthly mortgage payment.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

Consumer Response: 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.

M&T bank has offered no proof the loan is LPMI not PMI.   I ask that the bank provide valid documentation the loan is LPMI. Regards,  ******* *******




3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired an attorney to (1) remove my ex-husband from mortgage (I provided quit claim deed, divorce decree, etc through myself and attorney). I was told by ****** ***** (who does not return calls, is rude and should not be allowed to deal with the public) That my X was not removed from the mortgage, only the title. I told her that was not correct in what we were doing. She became beligerant and told me that I need to be quite so she can talk. She kept cutting me off. (2) modify the mortgage as a hardship/underwater mortgage. This was accomplished but have not received and of the final documents for my records. 14 months with an attorney and still one of two tasks has not been done.

Desired Settlement: Remove X off the mortgage - An assumption!! (she said he was only removed from the title.) This was one of the primary reasons. TO GET MY X OFF THE MORTGAGE!! ****** ***** is rude and does not complete her tasks, does not return phone calls when several messages are left on her voicemail. I WOULD LIKE EVERY COPY OF EVERY DOCUMENT RELATED TO MY FILE and Mortgage Number mailed to me.

Consumer Response: 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.
This was a hardship as my X had left and was for me to take over the mortgage myself and remove him from the mortgage.  I worked with an attorney and this is all covered.  Since M&T has misled, I will have no other choice to talk with my attorney a file a lawsuit in regards to this matter and sue.  Regards,  **** **************




Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been made to deal with M&T Bank since August of 2013 regarding a mortgage that was sold to them from **** ** *******. I had been working with **** ** ******* for nearly two years on a loan modification to avoid foreclosure proceedings when, without being formally informed by either bank, my mortgage was sold to M&T. After the switch, I found the first few people in the Mortgage Assistance department (******* and ******) I dealt with at M&T very helpful. They afforded me the opportunity to follow through with the loan modification and enter a trail period. However, I did find I had a very difficult time getting anyone to call me back after leaving multiple messages for different associates through September 2013. I completed the required packets of information and forwarded all requested information. The loan modification went into a trial period in 2014. Per correspondence from M&T, I was to begin trial payments in June, 2014. I began those payments and completed all 3 payments they stated would be required by the trial period. Beyond those three payments, no one I spoke with at M&T could give me information about my loan modification, so they told me to continue paying the trial payments. The packet for finalizing the modification was sent to me in November, 2014. I found that some documents in it contained incorrect information and I also questioned why, if I had provided a copy of the Quit Claim Deed, would the other party on the mortgage be required to sign. The representative I spoke with (******* *****) told me he would look into this. He did respond promptly and forwarded me an updated packet, which I signed and returned before the 9 December, 2014 due date. I called back to question the second packet as well. I found that they were telling me my new payment was to be changed and I was to begin making those payments with the provided payment book as of SEPTEMBER 1, 2014. The two issues here- I did not receive a payment book and, more importantly, how can I make payments of a higher amount starting in SEPTEMBER 2014 per documents I'm signing in DECEMBER 2014? I called M&T seeking clarification and was given the 'runaround', with no one really able to assist. Speaking again with M&T in late December, I was curious why my new payment amount came to 200+ dollars more than my original mortgage payment when, since this process began nearly 4 years ago, I was told the modification process would LOWER my payment after it was all said and done. I was told my payment was elevated because of a shortage in my escrow. That shortage amounted to around 630 dollars (or roughly 52 dollars a month for 12 months). So, after that shortage was corrected I would still be at around $150 a month more than my original mortgage payments. I understand if I'm to pay more in the end per month, but no one can give me a reason as to why there's a shortage in my escrow, or why the payments aren't lower as each person I spoke with implied they would be. I called twice more in January 2014 seeing resolve on the shortage in the escrow. No one I spoke with (at this point a *******, a **** and a *******) could tell me why the shortage existed. ******* did tell me that 3 escalations had been requested and none had provided helpful information. She also reported to me that "no one can figure out where the shortage is coming from". This is curious and a bit frustrating. Lastly, I received a letter from M&T Bank dated 16 January, 2014, saying that I am in default by nearly 3508.71 (plus fees, late charges, etc...). I have NO IDEA where this sum comes from. ******* could not tell me either. This is the first I've heard of this amount and I'm extremely confused. Of course, the letter says if not resolved in 30 days, the noteholder can proceed for foreclosure. I'm frankly at a loss here and and frustrated to the point of tears with this entire process. I recognized and tried to mend this fence with **** ** ******* almost five years ago now. Each time I have to call and speak with M&T I feel like I'm being punished. Each time for the past several years. I just want to resolve this situation and I feel like I've done everything necessary to right this. I just want to speak with someone who can FIX THIS and give me the appropriate answers. I felt like I have been taking steps in the right direction and was happy that I'd been approved for the loan modification, but it's turned into quite the nightmare. I want to make this right so I can go on enjoying my house, something I haven't been able to do during the entirety of this process. Thank you.

Desired Settlement: I would love to hear from someone in an upper management position or higher than knows what is going on here and can explain things to me and that can fix this situation. I feel like I've done everything asked of me and have done so in a timely, responsible manner. I would like to be treated with even a bit of dignity in this process.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.

3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This compliant is for a local M&T bank where I've banked for over 20 years. The Vice President of the local branch has been working with me since last spring on the financing of the acquisition of commercial property. My complaint stems from the fact that these guys have pulled a bait & switch on me. Let me explain...they initially suggested a SBA 504b loan would be perfect since it offered 15% down and a fixed portion (35%) for 20 years. This was the product I *knew* I was interested in made that clear to them from day 1 so we proceeded to negotiate the terms and rate over a period of time. They wanted me to take the loan "by tomorrow" so I replied that all they would have to do is plug in their in house "promo" rate (about 1% less) on the bank side of the 504 transaction and he said "OK let me see what I can do". Within a few days the VP said they "really cared" about me as a long time customer so he was able to get the higher ups to agree to the promo rate on the bank side. Awhile later I received a call from the VP stating that they need is a signed contract to lock in so the next day I signed the contract putting me on a 90 day window to get everything done. Things took a turn for the worse when I informed them I had a signed contract and when the "switch" took place. The VP called after he knew I had a signed contract stating that the person working my loan is no longer with M&T Bank, the agreed upon rate is no longer an option and the rate would now be MUCH more (even though 5 minutes ago he said rates had just fallen even more), and suggests that I may want to take another look at their in house "promo" again if I really want the agreed upon rate. The problem is it's a NON-504 product with a MUCH higher down payment of 25% and no fixed portion for 20 years thus costing me a ton more. I've essentially wasted a TON of time on this bank and feel they rammed their in house product down my throat once they knew I was locked into a contract and spending real money on the project. I feel they lied to me to get me right where they wanted before taking the option we agreed upon off the table! I am asking that M&T Bank make it right and honor their current promo rate on the bank side of the 504b (as agreed upon) otherwise my project is in jeopardy and have to completely start over with another bank. If nothing else I want to save any other potential customers from these types of unethical sales tactics. Internal moves such as an employee "no longer associated" with them should *NOT* affect my loan rate or agreements! Thanks for you consideration.

Desired Settlement: M&T Bank should honor the interest rate set forth on the 504 worksheet they provided and as agreed upon directly with the local branch Vice President.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



Consumer Response: 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.  While I appreciate the conversation with Mr. ******* and him taking a "fresh" look at the project, you guys have ENTIRELY missed the purpose of this complaint and have not offered any resolution.  The excuses in your response have absolutely NO merit or applicability to the issue:  1 - The agreement was made with *** (Branch VP) - Your lame response "He wouldn't be qualified to do that" and totally try to sweep it under the rug by stating you're taking a "new look" is UNACCEPTABLE. Again, the FACT is he's the one that invited ME to the branch and made the offer to close this deal. You don't bait & switch customers which is why the BBB was contacted in the first place.  >>>>> The agreement had NOTHING to do with a specific rate -- it was whatever the rate was AT THE TIME of application.  I'm sure *** himself will even tell you he made the agreement with me!!!!!!!!!  2 - You state you didn't have the financial info - This is FALSE as I provided everything that was asked for MONTHS ago and I have proof. The only thing that hadn't been provided was a signed contract.  3 - M&T started on this approx. 9 months ago and is just now trying to add even more steps, stipulations & road blocks that was NEVER mentioned at any time (seller must hold notes, etc.) No other bank has made this a requirement!  4 - M&T Bank expressed interest in this project in the first place by talking directly to the seller. If your going to conduct business like this then don't waste the buyer's time in addition to constantly visiting the property and harassing the seller. Totally unprofessional. 
Furthermore, Mr. ******* has NOT replied to the last message that was sent days ago so it's clear I've been blown off again. At this point I've already wasted 30 days of the 90 day contract period solely due to M&T's total lack of honestly and competence. Thankfully multiple other banks have stepped up to the plate and have already made it so much further than M&T could in over 9 months!  At this point I'd rather just leave this complaint publicly posted on the BBB site so other entrepreneurs that need a commercial loan don't bother to waste their time with M&T Bank. I'm definitely going to document everything I've had to deal with on my public blog.  Regards,  ***** *****




3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were in a loan modification which started about 3 years ago whereby we were told that we would be changed to an FHA loan at the finalization. This went on and on resulting in Bank America selling our loan to M&T bank a little over a year ago. Lots of paperwork transpired and we were told that at the end of process we would receive an envelope from FED-X with our paperwork. This has never happened, I have called as has my husband always being told that there was no one in the modification department that we could actually talk to but that they would escalate the request as they could see no reason why we had not received anything, the loan was current an modification was complete. I spoke with someone today that was very close to being rude. He said we would not be receiving anything that we had signed all paperwork back in June and it was done. I told him that we had no copy of anything and he said "sorry" and that was it! All I am asking for it final paperwork on my loan showing the details, all I get is a statement each month! I don't believe this is an unreasonable request!

Desired Settlement: Loan modification paperwork

Business Response: M&T Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,
******* *******




3/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have direct deposit and mortgage with M&T bank. I requested that my mortgage payment be taken out of my account on the 16th of every month. This month, I had the monies, so I paid my mortgage earlier--not realizing that I should have notified the bank. On February 19, 2015, I noticed that $633.71 was taken out of my account, and a penalty of 38.00 was added because my account was overdrawn by what they did.. This $38 was returned. I started sending e-mails immediately to the bank, they explained to me the procedure if I pay earlier. I asked, several times to return my checking account balance back to $3.00 as it was before this all started.. A representative, named ****, sent me an e-mail stating that he would reverse the mortgage payment; it was take 2-3 days. Well, it was never done. I have sent e-mail after e-mail letting M&T Bank that this needs to be rectified before my direct deposit hits my account on February 25, 2015. They never did what they said they would do. As a result, $666.71 was taken out of my paycheck (direct deposit) leaving me with $82.00. I planned on paying my bills with this paycheck--now I can't because the bank didn't do what they said they would do. Because of not rectifying the situation, two mortgage payments were taken out of my account this month.

Desired Settlement: I am asking that the $666.71 be returned to my account as I was told by **** in an e-mail that they would do, and a apology for ignoring my request.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  All fees were reversed accordingly.

The next time, when a representative, from M&T Bank, ****, say they will do something--they should do it.  If **** would have followed through--all this could have been avoided.

I shouldn't have had to send one e-mail after another that turned out to be to no avail.

Regards,

**** ** *******



3/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My debit card information was compromised and fraudulent charges were made. These charges resulted in my checking account having a negative on hand balance. 6 fraudulent charges were made to my account before a notice was sent to me via email regarding an additional pending charge that was "suspicious". Even after I notified the bank of these charges and my card was shut down, I was charged insufficient funds fees. Now after 5 business days have gone by (7 calendar days since I first reported the fraud) I have been charged "extended" Insufficient funds fees bringing my account further into the hole. I have since been paid once by my employer and am about to get another paycheck. however, I am so far in the hole I can't get even get access to my own money. After numerous calls to m & t, no one will help me get at least my paycheck let alone the money that was in there before the fraud charges hit. I have waited 1 week now and still can't get my money. How is it that they can take fees out of my account over night but they can't put my money back in over night? I have been told I need to wait 3-4 days, then 10 days. I don't know when I will ever get my money. No one has helped me. As of yesterday, my account case has not been assigned to any investigator. NO one is actively addressing my situation or trying to find out who did this.

Desired Settlement: My desire is to have all the money that I had in my checking account put back in- including the money that was in there to start with, all the fees they keep charging me , my paycheck from last week and the paycheck that is about to go in tomorrow.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the
BBB not publish the response due to privacy concerns.

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I wrote to M&T Bank on October 1, 2014 regarding these issues, but I have yet to receive a resolution. On more than one occasion, I have had issues when transferring funds (via my ******) from my personal checking account to my business checking account. As a result of the errors and delays, I was charged an insufficient funds fee on two occasions. I am requesting a refund of the $40 fees and related charges, debited on 6/10/14 and 7/9/14. Additionally, my account was never credited the $3 ATM fee incurred on 2/18/14 although my March statement shows that it was credited as an account benefit.

Business Response: The business has responded to the complaint however has requested that their response not be published. 

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Immediately following a valid and paid claim my home insurance rates were raised by $1600(incidentally about the amount of the claim). The company failed to inform me of these changes and simply passed the bill on to my mortgage company who paid it. Fast forward 10 months and my monthly house payment goes up dramatically because the mortgage company suddenly wants their money back. Insurance company says it's not their fault, mortgage company says it's not their fault either, both redirect me to the other. Insurance customer service rep stated "it was a state-wide increase" which is demonstrably false information. I'm filing a complaint against both the insurance and mortgage companies since both were complicit and both refuse to accept responsibility. I've been deprived of the opportunity to shop around for a better rate, and quotes from other companies suggest the raised rate is outrageously high. If I refuse to pay a grossly unfair charge I could lose my house.

Desired Settlement: I want my reasonable insurance rate back and the $1600 Charge removed and to be credited for what I've already had to pay or risk foreclosure.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



 

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying for 4 weeks to get a Power of Attorney on file for my husbands loan with M&T Bank. He has an auto loan with them and is deployed to Afghanistan. We were in the middle of switching checking accounts from ****** to ****. I wanted to put our checking account number on file so that it could automatically draft from the **** account and not the ***** account. Every time I contact M&T Bank about the POA, I get a different fax number to send it to. I have now sent it 3 times. The last time I sent it, I spoke to a woman who verified my POA on file and gave me the 10 day pay off and per diem rate. At this point, I want **** to re-finance the vehicle. M&T Bank has been unhelpful, each time my POA has been "lost" or "not faxed to the correct department" and no one has tried to help me. Well, I called today to get a new 10 day pay off amount since the other one expired and ONCE again my POA is not on file. I don't understand how I can send my PERSONAL information over fax 3 times, to 3 different fax numbers, and it can just disappear. Worst customer service ever. I spoke to a gentleman on the phone once that hung up on me.

Desired Settlement: Since they never overcharged me and I didn't loose any money, I want the company to change their customer service skills and their client protection. It is appalling to me that I have sent a POA via fax 3 separate times to 3 separate numbers and no outcome. This is how someone's identity gets stolen. A bank is suppose to be safe, it is supposed to make me feel like I am in good hands. But this place makes me feel like my money is at a circus, run my loose monkeys.

Business Response: The business has responded to the complaint however has requested that their response not be published.

3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I lost my debit card January 28th. Immediately I deactivated my card and I called M&T's customer service line. They told me I had to order a new card in person which I didn't make a big deal out of but felt it was an inconvenience because I work during all the bank hours. Friday's I get out early at 3:30, so Friday the 30th I went up to the bank in person, I cashed my work check and ordered my new card at the hertel and delaware location. The man there told me my new card would arrive at my new house within the next 3-5 business days. The whole next week went by, so finally I contacted the customer service line again and asked them what was going on with it on Wednesday, Febraury 11th. Their response to me was that they never should have told me at the bank my card would arrive in 3-5 business days and that it actually takes 7-10, she told me the very latest it would arrive would be friday the 13th. Friday comes along, no card comes in the mail and on top of that I go to the bank to cash my check and they refused to cash my check for me because it was from "******** bank", when just two weeks before it was cashed at my local M&T bank. I explained to the teller that I had no card and no way to cash the check and I was sent away without an apology and forced to go to **** to cash my check. Later that night on the 13th I decided to call back the customer service line, I explain politely to them everything that happened, my frustrations and concerns and how I felt I've been neglected by my bank in the past couple of weeks. I got no apology and they said my card must have got lost in the mail, and that's not their problem so I have to wait another 7-10 business days and if I wanted a new temp card I would be charged $25. I then politely told the employee "it's okay I know it's not in your control, but you don't have to put the order in for a new card because I don't feel comfortable banking with M&T anymore after this experience." And she proceeded to give me attitude when I cancelled my card.

Desired Settlement: A new card on the spot for free, an apology. I can't believe they said to me it's not their problem it was lost in the mail. Regardless, good custOmer service requires a satisfied customer. They are so inconsistent. First they say it's gonna be 3-5 business days, it turns out it's actually 7-10 to receive your new card and I was going to have to wait a whole nother 7-10 business days on top of that and didn't even receive an apology. Also it's sketchy how some local M&T banks will cash my work check on the spot and others won't.

Business Response: M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.



3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a savings account with this company which was opened March 10, 2014. On that day, I was given a form which listed specific features and terns for the savings account. This form, dated March 25, 2013, states that as of this date, it is required to keep the account above $250 or a monthly charge of $7.50 will be applied to my account. Since opening the account, I have been billed that fee seven times and they have all been when the account drops below $500. When I got my hands on the form that stated the fees, I took it to the branch that opened my account and they gave me the updated form of services that was dated as of March 31, 2014. They apologized for the mistake but told me that they were only able to reverse two of the fees because they could not access the account. I sent an email in to complain of this problem and was instructed to call a customer service number. I called and was instructed to talk to the branch manager. I spoke with the manager and was told again that I could only get two charges back.

Desired Settlement: DesiredSettlementID: Refund I would like the $45 that were charged to me to be reversed and for that money to go back on my card. I don't understand why they can admit to the mistake by giving two charges back but not give the rest.

Business Response:

The business has responded to the complaint however has requested that their response not be published. 

3/6/2015 Problems with Product/Service | Complaint Details Unavailable
3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter in the mail from M&T Bank. The letter was to my address, but had an incorrect name. As a customer of M&T Bank, I opened the letter to make sure there was not any fraud on-going. The letter contained another customer's name, mortgage account #, and loan balance. I attempted to contact M&T to verify that my NPI was not mailed inadvertently to another customer, but they said they could not do so and to simply throw out the letter. "Don't worry" was their response. I also asked them to verify that my home was not linked (either accidently or fraudulently)to another mortgage account and they refused to provide that information.

Desired Settlement: I would like verification from M&T that my home's address is not linked to the account that I received the letter about in the mail and would like M&T to notify myself, and other customers, when their NPI is released.

Business Response: The business has
responded to the complaint however has requested that their response not be
published. 


2/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I deposited my mother's pension check in her account, (My name is on this account as well) on Monday, 2-2-15. The check was for $282.57 that provided me with a $299.86 balance. This same day, a payment of $297.05 was deducted leaving a $2.81 balance. The next day her social security check of $1106.50 was deposited electronic****. On this same day a $38.50 non-funds fee was deducted. I called customer service tonight & discussed this matter with a ******* who was extremely rude. I requested a Supervisor who was named "****" who was equally as rude to obtain a reason for this fee. I was told that only $250.00 of that check was made available and that they held $32.00. NO WHERE ON MY BANKING STATEMENT WHICH I HAVE IN FRONT OF ME SHOWS A NEGATIVE BALANCE!!! THE ENDING BALANCE ON MY STATEMENT DATED 2-2-15 SHOWS A $299.86 BALANCE. She said this is a policy of the bank. I advised I never heard of this. They would not reverse the fee. I then asked to speak with a Manager since **** was becoming increasing RUDE in her tone of voice like I should have known this. ***** then came on the line identifying himself as a Supervisor AND then said he was a Manager. He indicated too, this was a policy and would not reverse the fee since we had a reversal of a fee within the last 12 months tot**** due to something else. He then said when we make a deposit we should be checking our balance daily to see if any amount is held. WHAT KIND OF POLICY IS THIS? My point is why did the $32.00 not show up as a hold on my on-line banking statement and why was I not told about this at the local branch.

Desired Settlement: I wish to have a reversal of the $38.50 fee not only because I did not know about it nor did it show on my statement, but just the poor way I was treated.

Business Response: The business has
responded to the complaint however has requested that their response not be
published. 


2/23/2015 Problems with Product/Service
2/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am active duty military and currently deployed overseas. I have been attempting to get a Form 1099A and other tax related information from M & T Bank for several weeks. I have sent faxes, provided a copy of my power of attorney, my designated representatives have called M & T Bank several times only to be repeatedly told the information I have provided has never been received by M & T Bank. Making matters worse, M & T Bank has repeatedly failed to update my mailing address on my account even though I have also provided that information in writing on several occasions. Their inaction is interfering with my ability to complete and file my taxes.

Desired Settlement: I would like M & T Bank to prove me with a copy of the Form 1099A and the other tax information I have repeatedly requested in writing.

Business Response: The business has responded to the complaint however has requested that their response not be
published. 


2/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Certificate of Deposit with M&T Bank in excess of $8,000.00 which does not mature until January 31, 2015. I went to the Bank the other day to make arrangements for the transfer of this money and was told that the account did not exist. I returned the following day with a letter from them dated February 14, 2014 confirming that my certificate of deposit had been rolled over for another 12 months and would mature on January 31, 2015. At this point they did find the account, but for some reason that no one can explain, it was escheated to the State of Virginia. I was given a website to go to for "unclaimed property" and sure enough, it showed my Certificate of Deposit with M&T Bank. I have had to file a written request with the State for which they will respond within 60 days after they receive my correspondence.

Desired Settlement: I would like to receive the full value of my account, with the appropriate interest. I have no idea when or why the money was sent to the State, so I have no idea if I am earning the interest that I would have earned with the Bank. I feel that I should be compensated in full by the Bank immediately, and upon any money received by the State of Virginia could be assigned, less costs, interest, and aggravation.

Business Response: The business has responded to the complaint however has requested that their
response not be published. 


2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a mortgage with M&T Bank with a loan officer. I made her aware in July-August of '14 we were seeking to finance a 1972 doublwide on a permanent foundation. The loan officer assured us that we could finance. Our Realtor called her to confirm that this finance able option through M&T bank and she disclosed that it was. We sent her the property specifications. I went into her office to fill out the loan application and she was very unprofessional. Talking about her new marriage, an employee kept coming in and interrupting us. Going out to my car I was severely unsure and came back in and she reassured me to just wait. On Monday January 5 2015 she called to say they couldn't finance double-wides and was sorry and couldn't possibly refund the charges. After making a complaint she agreed to giving me back the application fee. I tried reaching out to her manager because in good faith I believe they should return the money. I feel like I have been scammed and am completely upset that no one has contacted me to resolve this after several attempts.

Desired Settlement: I would like M&T bank to cough up the amount I paid for their appraisal. They were well aware of what type of property this is and the age. No one has reached out or tried to help me.

Business Response: The business has responded to the complaint however has requested that their
response not be published.

2/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a credit card for M and T bank. I was late on a payment and yes it was my fault. When I received my letter I went to the bank and made my payments. Since that time I have received 2 more letter and a phone call. They did not pass in the mail. M and T bank is harassing me and I would like it stopped.

Desired Settlement: To have my account up to date and to have the letters and phone calls stopped. And to have my good credit restored. I would like a letter from the bank telling me that all is taken care of and that i will not receive letters or phone calls in the future. I have put my account on automatic pay so that I will not be late again. Thank you.

Business Response: The business has responded to the complaint however has requested that their response not be published. 


2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: back in dec 2014 I went to main st newark de m and t bank location to open a new acct and close old acct due fraud activity on acct. since my paycheck was about to be deposited in a couple of days we decided to wait until after that point. when I returned to the bank they told the acct would be closed after pending charges were posted, so I left thinking my acct would be closed within the next 24-48 hrs. after a few weeks I find not only was my acct still open but it was full their fees and now they don't want to remove it when it was m and t bank fees that made the fees come in the first place and cause the acct to have a neg bal. i only found acct was even open from my gym when i went to renew my monthly membership when they told they had taken payment already. after that i went inside bank to see why acct had not been closed and why is it full of fees after the point m and t bank said acct would be closed. no one there seemed interested in helping with my issue and the first banker (******* *****) I spoke with as a solution suggested I pay these unjust fees they seemed to have tacked on the acct. Then I ask to speak with a manager (***** ****)who did nothing but belittle my concerns and was forcing me out the bank from the moment I sat down because he didn't want to deal with the problem. I have never experience such poor demonstration of customer service least of all from a manager who I thought was suppose to help the situation. ***** didn't listen to me and when I said I wanted to file a complaint he sat back in his chair and said "ok, its done. Someone will call you". I asked "how", when nothing was even typed in the computer and my acct info was not even up to begin with. I went on to explain that this is what I mean when I say no here is helpful, you just want to send me off to someone else because you feel you have something else you rather do because this wasn't convenient enough for you. Mand t bank are the worse ever.

Desired Settlement: all i want is for m and t bank to do is close my acct like they said would and refund these unfair fees.

Business Response: The business has responded to the complaint however has requested that their response not be published.

2/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November 16,2014, after selling our home, our mortgage with M&T Bank was paid in full. Understandably, there was a mixup in the mail with our $5,000 refund reaching us at our forwarding address. It being the holidays, we were patient and contacted customer service a full month later. We were assured that they would place a stop on the original check and a new one was being sent out, December 18, 2014. It's January 28, 2015 and we have yet to recieve any payment. We have made countless phonecalls to customer service to resolve the issue and have been given the same runaround each time. M&T Bank has withheld our money long enough, and this lack of professionalism is absolutely unacceptable!

Desired Settlement: We want to receive our money, in full, that's been due since November 2014!

Business Response: The business has responded to the complaint however has requested that their response not be published.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We finally received our escrow check, in full, and are happy with the resolution.
Thank you for your help,
****** ****




2/12/2015 Billing/Collection Issues
2/11/2015 Problems with Product/Service
2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A regularly scheduled payment was made to the bank on time in September of 2014. The bank reversed the payment. The loan was extended within the prerequisite time and the same payment was re-sent. The bank marked it as late, and reported it as late to credit reporting agencies. Please note no late fees were charged as would be with a truly late payment. However the erroneous report of a late payment has adversely affected my credit profile and I have been denied a loan application. The bank refuses to change the report.

Desired Settlement: The bank has to change the late payment status of the payment.

Business Response: The business has responded to the complaint however has requested that their response not be published.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** *******




2/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on october 20th I went to ******* acura in woodside queens nyc to purchase a car. I have a detailed complaint on ******* that can be researched, but long story short I went through a series of attempts through this car dealership to get a loan. They only told me they were going to run it with **** ** *******.They never told me they were going to try to get an auto loan out with this bank.This has caused a drop in my credit due to the hard credit attempt.

Desired Settlement: I would like the hard credit report from this bank removed.

Business Response: The business has responded to the complaint however has requested that their response not be published.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me., as long as inquiry is removed as they stated they would within 30 days. Thanks you

Regards,

******** ******




2/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

Please find enclosed copies of the last two statements from you
 - one shows a total of $4,111.91 for which a submitted a check
and the statement shows a total due of $2,401.40.

Both statements reflect a total due for Recoverable Corporate
Advance of $1,301.00 is this some kind of monthly fee that is
arbitrarily tacked onto my bill each month? When I submitted the
payment of $4,111.91 I would have thought that at that point I
I would have been paid up to date!
Also need to know why the other charges are listed - Return item
fee $98.00 (I've never bounced a check - what is this for???)
Unpaid late charges $190.88 - where does this come from???
Equates to almost 25% of the payment!!!
I hope each month to be completely up to date however with
these kind of charges added it makes it impossible to do so!!!

Desired Settlement: I would like a reply in writing - please do not call with the
information.

Business Response: The business has responded to the complaint however has requested that their response not be published.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/12/13 I received a letter from M and T Bank in reference to IRS savings bond social security number verifications needed. On 11/27/13 I went to the Edgewater, Md branch and met with ********* the bank manager to inquire about the letter I received. She very kindly explained the letter stating that when I redeemed my savings bond on 11/29/12 at the Annapolis branch, the teller did not put in my social security number ( as they are required to do), the teller redeemed it under the purchaser's social security number and now the social security numbers weren't matching. The total redemption value was $120.24. Per *********'s request, I completed and signed the taxpayer identification number and certification substitute form w-9 form in her office. I witnessed her fax the documents ( including copies of the letter and bond redemption receipt) to the appropriate dept at M and T . She gave me a copy for my record keeping purposes and said she was inter office mailing the original to the appropriate m and t dept. My obligations and inconveniences were completed in her office on 11/27/13. I paid taxes on that bond in my 2012 tax filing year with the IRS. On 10/6/14 I received the same letter from M and T Bank requesting the same form for the same savings bond issue. On 10/20/14 9:30am I contacted m and t bank customer service 800 # and spoke to ******, customer service representative and I explained the entire situation. She advised me to go to the branch directly with all my 2013 documents because she couldn't help me and does not have a fax number for me to send to her directly. On 10/20/14 I went directly to the Edgewater branch after that phone call and met with ***** **** the manager on duty. Gave her copies of the savings bond redemption receipt, signed 2013 w-9 form, copies of 2013 and 2014 letters from M&T. She said there is nothing she could do for me to resolve the issue. A complete waste of my valuable time. On 10/20/14, I immediately went home to contact M&T customer service again but this time to file a complaint. I spoke with *******, customer service rep who got her supervisor ******* id# ****** to handle my complaint. ******* told me that she could not formally take or escalate complaints and that there was nothing she could do to fix the problem. Hence, I am formally filing a complaint against M and T Bank for the negligence of not filing and submitting IRS documents affiliated with my account.

Desired Settlement: M & T Bank must resolve IRS paperwork issues from 2012-2014 no later than December 31, 2014. I must receive a letter from M and T Bank stating the completion of the filed and submitted IRS documents no later than December 31, 2014. CC: Attorney at Law

Business Response: ******* ** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** ********* **** *****
Your recent correspondence regarding Ms. ***** ******** was brought to my attention for review. Ms. ******** indicates she had received a form in October 2013 from M& T Bank ("M& T") to verify her Social Security Number ("SSN") on a savings bond that had been cashed in November 2012. After receiving the form, she went into her local M& T branch and worked with the branch manager. She completed the forms and the branch manager faxed them to the appropriate department within M& T. In October 2014, a year later, she received the same form requesting the same information. She went back into the branch and provided copies from the following year's information; however, she said she wasn't able to get any further assistance. After reviewing M&T records, the information Ms. ******** provided in October 2013 did satisfy the requirement of the original notice. The second notice she received in October 2014, was sent in error and no further action is necessary from Ms. ********. On behalf of M&T, I apologize for any inconvenience or frustration this may have caused and thank you for bringing this matter to our attention as M&T prides itself on providing efficient and courteous service to each of our valued customers. Please be aware your concerns have been brought to the  attention of the appropriate parties for coaching and training opportunities. service to each of our valued customers. Please be aware your concerns have been brought to the attention of the appropriate parties for coaching and training opportunities.
Sincerely, ***** *********Customer Care Specialist Office of the Customer Advocate

Consumer Response: 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 am happy that this matter is coming to a closure, however M & T Bank did not send me a letter for my record keeping purposes that this matter has been resolved.  I requested a letter be sent to my home address on file so that I have written documentation that the matter has been resolved.  A recap in a better business complaint is not sufficient for my record keeping purposes with the IRS.  This matter will not be considered closed until I have received a formal letter from M&T Bank.  Thank you in advance for all of your assistance in this matter.

Regards,  ***** ********




Business Response: Your recent correspondence to the Better Business Bureau ("BBB") was brought to my attention for review. According to your correspondence, you indicate that you received a form in October 2013 from M&T Bank ("M&T") to verify your Social Security Number ("SSN") on a savings bond that had been cashed in November 2012. After receiving the form, you went into your local M&T branch and worked with the branch manager. The forms were completed and the branch manager faxed them to the appropriate department within M&T. In October 2014, a year later, you received the same form requesting the same information. You went back into the branch and provided copies from the following year's information; however, you were unable to get any further assistance.  After reviewing M&T records, the information you provided in October 2013 did satisfy the requirement of the original notice. The second notice you received in October 2014 was sent in error and requires no further action from you. On behalf of M&T, I apologize for any inconvenience or frustration this may have caused and thank you for bringing this matter to our attention as M&T prides itself on providing efficient and courteous service to each of our valued customers. Please be aware your concerns have been brought to the  attention of the appropriate parties for coaching and training opportunities.  Sincerely,***** ********* Customer Care Specialist  Office of the Customer Advocate  cc: BBB

1/30/2015 Problems with Product/Service
1/29/2015 Problems with Product/Service
1/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/28/2014. I called m&t bank mortgage call center regarding my star program discount start date. The rep on the phone told me that they had no records of my star program approval and advised me to call my tax office. I called my tax office and was advised that my application was approved and information was electronically sent to m&t bank in October. I called the mortagage customer service back to advised them of this information, the rep researched and explained to me that the discount is being processed and i will reflect on my December 2014 mortgage and told me to pay the follwoing amount 632.03. So i pay the amount the rep gave me, weeks later in i received a letter in the mail for m&t stating that I did not pay my mortgage for December I called the number on the letter and explained to the rep what happened and why I paid the amount that I paid. She explained to me that they are holding my holds until they recieved the difference of $74.00. They charged account late fee, I had no problem paying the difference of 74 dollars however I feel that the late charge should be waved being the they instructed me to pay the new amount. I would not just out of the blue pay a difference amount.

Desired Settlement: I am looking for this late charge of 28.26 to be reversed.

Business Response:

Dear ********* ******, I am writing in response to your correspondence to the Better Business Bureau regarding the above referenced mortgage account. I understand that you were concerned with the late fee assessed for the December 2014 payment.
Please allow me to address your concerns below. In your correspondence, you stated that you received a tax exemption and contacted M&T Bank ("M&T") to confirm that your escrow account reflected the reduction of your tax assessment.
Once confirmed, you stated that you were instructed by an M&T Bank Customer Service Representative to pay $632.03 for the December 1, 2014 payment, as this would be your new payment amount once the escrow analysis was performed. Please be advised that M&T received your tax exemption. An escrow analysis was performed on December 22, 2014 to adjust your monthly payment to $632.03, effective with the January 1, 2015 payment. As your payment was adjusted effective with the January 2015 payment, your December 1, 2015 payment was $706.43. When M&T only received your partial payment of $632.03 on December 15, 2014, the payment was placed into the suspense (holding account) pending receipt of the full monthly
mortgage payment of $706.43. As a result of not receiving the full payment amount prior to the end of your 15-day grace period, a late fee of$28.26 was assessed to your mortgage account on December 16, 2014. After careful consideration, the late fee assessed for the December 2014 payment of $28.26 has been removed. In addition, there was no negative reporting to the credit bureau. As of the date of this letter, your loan is due for the February 1, 2015 payment of $632.03. I hope I was able to fully address your concerns. M&T sincerely values your relationship and is committed to providing you with the highest level of quality service. If you have additional questions, please do not hesitate to contact me at *************** **** **** with any concerns you may have. Sincerely, ******** ******* Mortgage Research  Retail Loan Servicing  Cc: Better Business Bureau

1/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently opened an account with M&T bank online. They charged another account I have for 25 dollars which returned insufficient funds. In result m&t bank closed my account without letting me know and since I didn't know I 've deposited 179 dollars in that account. Now my money is floating around in the system with only 20 dollars to show for which was the first amount I deposited.

Desired Settlement: 179 dollars returned to me immediately since I wasn't notified of the automatic account closing.

Business Response: Dear ****,
Your recent correspondence regarding Mr. ***** ****** was brought to my attention for review. Mr. ****** opened his M&T Bank ("M&T") checking account via www.mtb.com on December I, 2014. During the online account opening process Mr. ****** requested a transfer of $25 from an account at ******* to his new M&T account. On December 5, 2014, M&T was notified by ******* that the $25 request would be rejected as there were not sufficient funds available in the ******* account. As a result, M&T placed a restraint on Mr. ******'s account to block transactions from being processed until the account could be closed.  On December 11, 2014, Mr. ****** visited a local M&T branch and a deposit of $20 was accepted by the teller. As there were now funds in the account, the account could not close. In addition, on December 26, 2014, Mr. ****** visited his local M&T branch to make a check deposit in the amount of $159.19, which was again accepted and credited to his account.  When Mr. ****** was unable to use his debit card he contacted M&T on December 30, 2014 and spoke with ***** ******** in the M&T Telephone Banking Center. Ms. ******** advised that as his initial deposit rejected, per M&T policy, he would have to close his account. Mr. ****** advised Ms. ******** of the funds in his account and Ms. ******** removed the restraint to allow Mr. ****** access to his funds. The following day Mr. ****** visited his local M&T branch and closed the account and received his funds.
I hope this clarifies the matter. I apologize for the inconvenience and we are forwarding this information to the appropriate areas to review the processes and procedures. Sincerely,  ******* *******  Customer Care Specialist Office of the Customer Advocate

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** ******




1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: payed off mortgage account on Oct. 27th 2014. Escrow balance was to be refunded within 30 days. as of 12/20/2014 refund has not been received. Called several times, spoke with supervisors and representives.

Desired Settlement: payment

Business Response: Dear ******* ** ******* *** ***** ** ***** I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the above referenced mortgage. In your complaint, you expressed concerns related to

the escrow refund check. Upon review of the account, the mortgage was paid in full on 10/27/14, and the escrow refund in the amount of $5,508.76 was mailed to you on 10/31/14. Per the attached correspondence, the escrow refund check was mailed to **** ***** **** ************* ** *****. We notified you via correspondence, dated 9/5/14, that we had received an update from the U.S. Postal Service regarding your change of address from *** ******** **** ***** ****** ** ***** ** **** ***** **** ************* ** *****. When notification from the U.S. Postal Service is received the account is automatically updated. As was requested in the correspondence,you did not advise M&T Bank at that time that the mailing address was to remain as *** ******** **** ***** ******** ***** *s only ***** ** **** no longer resided at the property.  On 11/24/14, you contacted M&T Bank and advised that you had not received the escrow refund  check and requested that the check be reissued and mailed to the property address, *** ******** **** ***** ****** ** *****. Per your request, the mailing address was updated and on 12/1/14, the check was reissued and mailed to to *** ******** **** ***** ****** ** *****. On 12/5/14, M&T Bank again received notice from the U.S. Postal Service advising the mailing address should be **** ***** **** ************* ** *****,and the account was automatically updated.  On 12/12/14, you advised via our Customer Service Department that the mailing address should not have been changed, and the mailing address was corrected per your request to *** ******** **** ***** ****** ** *****. As there is an issue with the U.S. Postal Service requesting the change of address in error, I have requested that the mailing address only be changed if M&T
bank receives signed and dated correspondence from the borrowers.  Upon review of the account, the original escrow refund check, number***-***-**** dated  10/30/14, was processed by both borrowers on 11/28/14. However, per your request on
11/24/14, M&T Bank placed a stop payment on that check on 11/26/14 and a new check, number***-***-**** was issued to both borrowers on 11/28/14 and mailed to you on 12/1/14. As you cashed check number***-***-**** which had a stop payment placed on it, the check will be returned by your bank. You will need to cash the reissued check, number***-***-**** which is still outstanding to receive your escrow funds. If you did not receive the reissued check, please contact our Customer Service Department at the number listed below to have the check reissued to you again. I have enclosed a copy of all correspondence/notifications that were sent for the above mortgage for your review. I hope I was able to fully address your concerns. We sincerely value your relationship with M&T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at ###-###-####, ext. 7809, with any concerns you may have.
Sincerely, ******* ****  Mortgage Customer Support  Retail Servicing  Enclosures  CC: Better Business Bureau

Consumer Response: 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.  Some of the points made by M&T Bank regarding my complaint were incorrect.  I've had an ongoing issue with M&T Bank for the last year concerning mailing items to the property address.  They claimed to have set my address:  *** ********** ****** ***** ****** ******** *****  as the mailing address numerous times (& given me the assurance that it would only be changed if they received a signed & dated correspondence from the borrowers multiple times).  Again, I've corresponded with them multiple times concerning this...So the claim that they were not advised of this is entirely false.Furthermore, on the 11/24/14 phone call to M&T Bank, I was told I needed to work out acquiring the check from Ms. **** (my ex-wife).  That M&T Bank had no responsibility in mailing me the check directly.  They stated that they would need 10 days to verify if the check was cashed, b/c at the time Ms. **** was avoiding speaking to me.  I was not informed to not cash that initial check.  And then when it was endorsed by Ms. **** & cashed, M&T Bank not only stopped payment but also wouldn't release payment upon my multiple requests via phone calls.  They stated they mailed a second check on 12/1/14, but both I & Ms. **** have no received that check.  So again, here I am, 1/06/15 with no escrow refund that was due within 30 days!

They've shown no sincerity or initiative in resolving my issue as my mortgage was paid in full on 10/27/14, today is 1/06/15 & I still do not have a check.  I called the provided number & extension for ******* **** 3 separate times yesterday only to reach a busy message (with no option to leave a message) each time.  I then called & spoke to a customer service representative, named ********.  She stated the best she could do was cancel the "2nd check" & issue a 3rd check.  That it would reach me in roughly 14 days.  I've been down this road with them for months now, & I simply want this resolved/made right.  I believe there are multiple options to resolve this.  Whether it be to electronically transfer the funds into my account, as it is the same account they electronically deducted payment from for the mortgage for the last few years.  Or they could overnight a check to my address, ensuring it's delivery.  But again, they show no urgency or sincerity...which is why I've had to make this claim.  I simply want them to honor refunding me the money that was legally due within 30 days...I wouldn't have been able to claim a check was lost in the mail or mailed to the wrong address when paying my mortgage.  Someone needs to hold M&T Bank accountable. Regards,  Barclay Bennett




Business Response:

******* ******* ******* ** ******* ***** ** **** *** ******** ** ***** ****** ** ***** *** ******** *** ********** **** ******* ******* *** ***** ** *****
I am writing in response to your follow-up correspondence to the Better Business Bureau regarding the above referenced mortgage account. I understand that you were concerned that you have not received the escrow refund check, reissued to you on December 1, 2014. You also expressed your disagreement with statements provided to you in our prior response, dated January 2, 2015. Please allow me to address your concerns below. In your correspondence, you indicated that M&T Bank ("M&T") was aware of your address change. M&T receives periodic notifications from the U.S. Postal Service (USPS) regarding address changes and updates are processed accordingly upon receipt of the notification by the USPS. Each time M&T received a notification from the USPS to update your mailing address a notification of the change of address was mailed to you. I reviewed your account further and confirmed that you contacted M&T's Customer Service Department by phone upon receipt of
the change of address notification letters to request that your address be changed to the property address on the following dates: September 12, 2013, December 13, 2013, May 22, 2014, and June 23, 2014. We have no record of your written request, with your signatures, to cease the automatic address update when the USPS address notifications are received. As indicated in your correspondence, you were notified of this by phone during your telephone conversation with a Customer Service Representative. When the subsequent change of address notification from the USPS was received on September 9, 2014, you were notified by mail. However, M&T received no further address change request by you, by phone or in writing, prior to your loan payoff on October 27, 2014. Upon receipt of your complaint, we confirmed that your account was updated to cease any further automatic mailing address updates. You may also contact the USPS directly to ensure that they are in receipt of your current mailing address to avoid future mailing issues. We apologize for any inconvenience you may have experienced. Regarding the escrow refund, per your request by phone on January 5, 2015, a request was submitted to place a stop payment on the escrow refund check reissued to you on December 1, 2014 (check no. ******* **). If you locate this check, you may void this check as it is now nonnegotiable. Please note that there is no record of this check being returned to M&T by mail. A
new escrow refund check (no. *********) was reissued to your property address: ************* *** ***** ****** ** ***** on January 8, 2015, in the amount of $5,508.76. If this check is not received within 7-10 business days, please feel free to contact me directly at the phone number(s) referenced below, and we will ensure that the delivery of this check is expedited.  I hope I was able to fully address your concerns. M&T sincerely values your relationship and is  committed to providing you with the highest level of quality service. If you have additional questions, please do not hesitate to contact me at *************** **** **** (press options 1, 6) or my direct number (*************, with any concerns you may have. Sincerely,******** *******

1/16/2015 Billing/Collection Issues
1/16/2015 Billing/Collection Issues
1/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went through a re-fi on my house that closed 11/10/14. Both the title company, *** ********, and the lender, M&T state that they paid my December property taxes of #1214.34. The County of Solano Tax Assessors office shows a payment made by the title company. However, they do not show that M&T ever paid them. M&T states that they made payment through their 3rd party vendor on 11/5/14. I have called the Solano County tax office multiple times, most lately today 1/6/15. I have spoken with **** and a supervisor ****** at ************. They tell me they did not receive a payment from M&T additionally they state that there has been no calls or correspondence from M&T. I have contacted M&T at least 5 times. On 12/15/14 I spoke with a supervisor, ****** *****. She stated that her office would call the Solano Co assessor office to figure out what happened. On that date I faxed her a copy of the cancelled check from Old Republic showing that my taxes have been paid. Today I called M&T at 866-406-0949 and was transferred to the Tax department. I asked to speak directly to a supervisor. I was transferred to ***** *****'s voice mail. There has been no response. My solano county tax assessment number is: ********** and my mortgage number with M&T was **********.

Desired Settlement: They need to pay me the $1214.34 that was remaining in my escrow account. They state that they made payment through their 3rd party, but won't contact them or assist me. They state that whenever they figure things out, it will take 6-8 weeks to reimburse me. This is unacceptable. They need to pay me immediately. The stated that they would contact the assessor office on 12/15/14, but have failed to act.

Business Response:

I am writing in response to your correspondence to the Better Business Bureau regarding the above referenced mortgage account. I understand that you were concerned with receiving a tax refund of $1,214.34. Please allow me to address your concerns below. I reviewed your account and confirmed that your loan was paid in full on November 10, 2014. Prior to your loan being paid in full, your scheduled County Tax payment of $1,214.34 was disbursed from your mortgage escrow account on November 5, 2014: Please be advised, if a written request is not received to postpone disbursement of your scheduled escrow payments, disbursements are processed as scheduled. On December 4, 2014, you contacted M&T Bank regarding the disbursement for the
County Taxes. Per your inquiry, M&T Bank began tracking a possible refund from Solano County for a duplicate payment. We attempted to contact the tax assessor several times; however, we were unable to reach the tax assessor to review the inquiry. Upon receipt of the tax payment, Solano County automatically issued a refund to M&T Bank ("M&T") of $1,214.34 because they already received payment from your title company. On January 1, 2015, M&T mailed the refund check to you. I hope that I was able to fully address your concerns. We sincerely value your relationship with M&T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at 1-800-724-2224, ext. 7809, with any concerns you may have. Sincerely, ******* **** Mortgage Customer Support  cc: Better Business Bureau

1/14/2015 Billing/Collection Issues
1/12/2015 Problems with Product/Service
1/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened an M&T bank in Buffalo account over 7 years ago with my mom and then went to school in Pittsburgh. My mom use the accouunt to send me money if I needed it. After a while I opened my own bank account in Pittsburgh and the branch went out of business in our town in buffalo. We stopped using it. 7 years later I'm notified from a debt collector I owe around $1000. No contact was ever made by the bank, even if they attempted to contact me in Pittsburgh and failed, they still had our address in Buffalo. If we owed them money why didn't they contact us? And why $1000? How could an inactive account possibly add up over that much and have them not try to contact us? I contacted the debt collector who purchased the account in 2009 and he had no explaination of the charges. So I'm supposed to just pay $1000? How do I know that my account wasn't gotten a hold of illegally? And if they charge inactivity fees, what a terrible business practice to not even attempt to contact your customer. The debt collection wants to settle but theres no way I can make any kind of lump sum payment. Don't you guys get enough of our money without charging us suspiciously? account number was ****************

Desired Settlement: I just want this taken off my credit. I feel as though I may have been the victim of identitiy theft or I was taken advantage of by the bank itself. I personally stopped using this account sometime around 2004.

Business Response: Dear ****, Your recent correspondence regarding Ms. ******* ******** was brought to my attention for review and reply. Per Ms. ********'s correspondence she states she was recently contacted by a debt collection agency referencing a balance owed to M&T Bank ("M&T".) M&T records show a joint account was opened in the names of ******* ******** and ******* **** on June 1, 2004. Although Ms. ******** states within her correspondence she did not use this account, as seen on the enclosed account statements, the account remained active through May 2009 when the account became overdrawn. As the overdrawn balance was not satisfied, the account was charged off to the M&T Collection Department on August 19, 2009, with a balance
owed of  $1,005.39. As the M&T Collections Department was unable to collect on this debt, the account was sold to ****** ****** ******** *** ("UCR") in February 2012. Since M&T no longer owns the account, we do not have updated information to provide regarding the balance. We recommend Ms. ******** continue to work with the agency that has been in contact with her regarding the debt owed. Sincerely, ******* ******* Customer Care Specialist  Office of the Customer Advocate  Enclosure

Consumer Response:

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. 

None of these "overdrawn" charges are mine or my mothers. I've never owned a single paper check theres no way I was writing checks. I don't even know what a huntington trial is. Someone must have gotten a hold of my information and used my account. And still to not notify anyone of activity on the account? Especially one thats getting repeted transactions and constantly being overdrawn? Thats unprofessional. Its almost like you were hoping we'd never notice, and to expect to settle without even questioning these charges? I've owrked so hard to fix my credit, and I live paycheck to paycheck. This is not fair. Regards, ******* ********




Business Response:

Dear ****,
Your recent correspondence regarding Ms. ******* ********* additional concerns was brought to my attention for review. As noted in M&T Bank' s ("M&T") previous response, Ms. ******** held a joint checking account ending in 8628 with ******* **** from 2004 - 2009. This account was open and active through May 2009 when it became overdrawn. The account was active, with monthly debits and credits, through December 2008. The account had no activity in January, February or March of 2009. However, beginning in April2009 and through May 2009, several transfers were made from this account into another M&T account ending in 3392 in the name of ******* **** and ******* ***** ***** The joint account held by Ms. ******** and Ms. **** was being sent monthly account statements to the following address: **** *********** *** *** ** *********** ** *****. M&T does not have a record of receiving statements back as undeliverable. As seen on the statements previously enclosed, there were a total of four ( 4) checks debited on May 21,2009. The check numbers for each check was identical and it appears M&T systems detected three (3) out of these four (4) checks to be duplicates. Therefore, three (3) reversals took place on May 22, 2009. An additional check was debited on May 22, 2009, containing a new check number. Upon review of the above noted checks, two (2) were shown as authorized via telephone by ******* ****, and two (2) were authorized via telephone by ******* ********. The checks were
made payable to ************ ***** ******* in the amount of $157.04 each. M&T reached out to the issuing financial institution regarding the duplicate checks, as they were presented again to M&T. The issuing financial institution advised M&T these were not duplicate checks, and were actually four (4) separate debit requests. Therefore, M&T processed the remaining three (3) checks on May 29, 2009, July 21 , 2009, and July 27, 2009. Per the M&T General Deposit Agreement (the "agreement"), customers must notify M&T regarding an unauthorized check within 90 days after the account statement is issued. As this statement was issued on June 5, 2009, M&T is unable to dispute the aforementioned checks. As a result of an overdrawn account balance, Ms. ********'s was mailed collection notices on June 4, June 23, and July 14, 2009, advising of the overdrawn balance. M&T does not have record of speaking with Ms. ******** or Ms. **** regarding these notices and, as a result, the checking account was charged off to the M&T Collection Department and subsequently sold to ****** ****** ******** in February 2012. Since M&T no ionger owns this account, we recommend Ms. ******** continue to work with the collection agency that has been in contact with her, as well as to work with ************ ***** ******* regarding the checks. Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

Consumer Response: 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 already told the matter was taken care of. And accepted that. You were unable to provide me with the information I needed when I asked, and the matter was closed as you can see through the bbb website
Regards,  ******* ********




1/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I engaged in Business with a company called ******, I have not disputed the fact I signed a contract with them. I dispute that I was quoted one price and then charged another price on my debit card. My complaint is the I have tried may times to work out the dispute with ******. I send emails, fax, and Letters. Made phone calls No one would return my call to explain why I was quoted one price and yet was charged another. My understanding that a Business can not just access your account and take what they want after an agreement had been made. I did not authorize the amount of money that ****** took from my account. I filed a complaint with the Bank, and was told that I lost the case with no explanation of why. I have sent a complaint with all the files to MandT Bank in Buffalo, NY. I have not heard anything. On 11/19/2014 MandT took back $327.11 that they had given back to me during the start of my complaint. Also part of the complaint was that ****** took 18 days before they enacted my services for which I was paying them for. The charge from one zip code to another. Also they were charging me for leads fro 2 zip codes. I was supposed to be changed from 21206 to 21236. That change did not occur until 18 days after that took my payment. I made it very clear to the company that I wanted to work with only 1 zip code and would pay for only one They kept me paying for 2 zip codes, charged me a price I did not authorize, and refused to work with me to correct their mistake.

Desired Settlement: I want Mand T to return my Money of $327.11 Also I occurred 2 fees for 2 bounced checks directly caused by ****** taking monies not authorized.

Business Response:

Dear ****,
Your recent correspondence regarding Mr. ***** ******** was brought to my attention for review.  Mr. ******** contacted the M&T Bank ("M&T") Telephone Banking Center on July 22, 2014, to report an unauthorized transaction in his M&T checking account. This transaction occurred on May 21 , 2014, in the amount of$327.11 debited by ****** (the "Merchant".) At that time Mr. ******** advised he paid for business leads for real estate prospects but did not receive the services stated on the contract. The Telephone Banking Representative filed a dispute per Mr. ********'s request. On July 23, 2014, M&T provisionally credited Mr. ********'s account with $327.11 while an investigation was performed. M&T reached out to the Merchant with Mr. ********'s
explanation of services not received. On September 11, 2014, the Merchant advised M&T that Mr. ******** did receive the services promised. As a result, M&T mailed a letter to Mr. ******** asking him to review the information received by the Merchant and to respond to M&T within ten (10) business days. M&T did not receive a response. As a result, Mr. ********'s dispute was denied on September 25, 2014. A letter was mailed to him the same day advising him the provisional credit would be removed on October 2, 2014. A fax was received at M&T on October 1, 2014, from Mr. ******** related to the dispute. As a result, the reversal of provisional credit set to take place on October 2, 2014, was delayed as M&T reviewed the information provided. After the fax was reviewed it was determined by M&T that no new information was provided and the dispute would remain denied. A denial letter was mailed to Mr. ******** on October 27, 2014, to advise the provisional credit would be reversed on November 3, 2014. On November 6, 2014, Mr. ******** attempted to reopen the dispute. However, Mr. ******** now alleges he was overcharged, whereas originally he alleged he did not receive services provided and made no mention regarding the amount charged. Based on the agreement already received from the Merchant, M&T did not honor Mr. ********'s request to reopen this dispute. At this time the dispute remains closed. However, as a courtesy to Mr. ********, I have reversed one (1) overdraft fee received as a result of the above noted dispute. A total of $38.50 was credited to Mr. ********'s account on December 2, 2014. Sincerely,  ******* ******* Customer Care Specialist Office of the Customer Advocate

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******0, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.       Clearly, Ms. ******* does not have a clue what she is talking about. Maybe M&T should look at the entire case. They assume to know what is going on. The facts speak for themselves. First off, I never contacted the Telephone Banking Center to file my complaint. The complaint was filed in person, at the Belair Road Branch. At that time I did file a complaint for Services paid for and not rendered. The amount of the dispute was $327.11. The telephone rep did not file my request. The Banking  rep did.  Yes I was issued a provisional credit. I received a letter requesting additional information. The only info that M&T mailed to me was a contract. I had never  disputed the fact that I signed a contract..  The reason M&T did not receive my response was that I had eye surgery. I can not see without my glasses.  I did call the Banking Center and asked to speak to Mr. ******* *******. I was told he was unavailable, and leave a message. Which I did. I left the message that I had surgery, and I could not wear my glasses for 7 days. I would respond as soon as I was able to see.  See letter. On Sept. 26. I did fax the entire case to Mr. *******. I called again on Oct 1 to check and see if my fax was received. I was told that it had not. I had confirmation that it had. I faxed the packet again. They received it this time.  Per Ms. McCarty's letter she states that my case was dismissed, because I did not respond when requested. That was not my understanding. When I called the Banking center and spoke to Lisa a supervisor. I was told that form letters  sent out, 10 days to respond is a preliminary request. Lisa told me to go back to the Bank on the next Business day and have the case reopened. When I went to the back, I was refused the opportunity to reopen the case. The Rep called the department responsible. She said that the woman on the phone told her to tell us that the case is closed and would NEVER be reopened.  I left the bank and called the Banking center again. I was able to speak with Lisa. Lisa called someone and she told me that the case was to be reopened because they had received my fax and would look at the new evidence. M&T CLAIMED THERE WERE NO NEW FACTS IN THE CASE SO THE CASE WAS AGAIN DENIED. I truly believe  the case was never looked at. Only after I was convinced that the case had not been looked at, did I write a letter to M&T'S Corporate Offices. I never heard from them. So I then contacted the BBB. I do not appreciate Ms. McCarty's accusations.  Paragraph 5 per her letter. I have the entire time let it be known that I was overcharged as she states. This was NOT A NEW COMPLAINT. See page 9 May 20,2014 emails. I have stated all along that I was quoted one price , yet charged another. This is illegal.  A merchant cannot quote you a agreed upon price and then charge your account something else. I DID NOT AUTHORIZE THE $327.11 CHARGED TO MY ACCOUNT. I WAS QUOTED $239.99. THAT IS THE ONLY CHARGE I HAD AGREED TO. MS. ******* IS COMPLETELY OUT OF LINE . SHE SUGGEST THAT I NEVER MENTIONED THE OVERCHARGE. I AM TOTALLY OFFENDED OVER THIS STATEMENT. IF M&T LOOKED AT THE CASE, THEY WOULD SEE THAT I HAD ALWAYS MADE IT A FACT THAT I DID NOT AUTHORIZE THIS CHARGE. I EXPECT AN APOLOGY FOR THIS STATEMENT. IT WAS TOTALLY UNCALLED FOR. I DO NOT WANT ANYTHING FROM ANYONE OTHER THEN WHAT IS MINE. ****** did not even activate the switch until 18 days after i paid for the service. The switch should have been done on May 21, 2014. It was not done until May 30, 2014. See page 19. Areas I am following It states Nottingham .Md It was not created by ****** until May 30.2014.  I clearly did not receive the service I paid for.  I also was supposed to received the leads on my cell phone I did not ever get leads other then on the site.  I have done everything in my power to try and correct this situation.. I had written many emails, many many calls to ******. No one would return the call.  See pages 14- 19. This is the bottom line . ****** charged me for 2 zip code leads. I clearly told Ms. ***** that I wanted only 1 ONE ZIP CODE.  I was being charged for 2 two . I was not receiving the leads for 21236. The alerts were to have gone to my cell. They never did. I did not have any advertisement for 21236 on my site unit it was created by ****** on May 30, No one from ****** would answer any of my calls, or emails.  M&T has not been any help in clearing this matter as well. It is ILLEGAL FOR ANY MERCHANT TO TAKE WHAT THEM WANT OUT OF A CLIENT'S BANKING ACCOUNT. I agreed to one charge and ****** decides on their own to just take what them wanted.  I feel that I have met the burden of proof in my case. I further believe I am entitled to the refund of my money. Regards,

***** ********




Business Response: Dear ****,
Your recent correspondence regarding Mr. ********'s additional concerns was brought to my attention for review. As noted in M&T Bank's ("M&T") previous response, Mr. ********'s dispute was denied based on the information M&T received from the merchant, ******. As Mr. ******** noted in his follow-up complaint, I did erroneously indicate that his dispute was taken by an M&T Telephone Banking Center Representative. It was taken at an M&T branch. During the course of M&T's investigation of the claim, the merchant provided detailed account information which was previously forwarded to Mr. ********. We recommended Mr. ********  work directly with ****** to resolve his concerns.  Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

12/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To Whom it May Concern, On November 20th, my husband and I tried to withdraw $400.00 from an M&T ATM at the ****'s at 6700 Sykesville Rd, Sykesville, MD 21784. It took multiple transactions where it gave us some of the money requested and credited back the rest to our account. On our final transaction we requested $100 to reach the desired total of $400 from all the transactions, but the machine only gave us $80 stating that $100 was provided. I immediately showed the store clerk and called the number on the ATM which advised me to call the bank directly. We filed a claim with M&T to get our $20 back that we had not received. We received the $20 back to our account while the claim was investigated. On December 14th, we received a letter stating that our claim had been reviewed and that the ATM had balanced out and that the $20 we had received prior would be removed from our account. The claim (***********) would be closed. My husband called M&T Bank the next morning when they opened and requested the documentation that the letter had promised we could have if requested. The associate he spoke to in the 8:00 hour of December 15th was not helpful and only stated that the ATM was not theirs - it had probably been sold. No documentation was available, unlike what the letter had stated. I called back and asked for a supervisor. After 30 minutes of being on hold/transferred/etc, I reached a supervisor, *****, who asked why I thought the ATM was M&T's atm. I promptly responded that the ATM had M&T's name on it and it came up in M&T's website search for an atm. After another lengthy hold I was told that although it had M&T's name on it - M&T was not responsible for it and that another party maintained the machine. The third party, whom no-one had any information for including ***** and the "atm service team" who he contacted while I was on the line, had investigated our claim and stated that the ATM "balanced out". I was informed that essentially there was nothing else that could be done and that no one would give me my $20 back. Furthermore, again I would not be receiving the claim documentation that the letter, signed by ******* *******, had promised when it said our claim was resolved. I find this level of customer service appalling. The ATM has M&T's logo on it. By nature of M&T's website, customers are encourage to use it as it pops up in the M&T atm list. However, M&T is "not responsible for it" and should any problems occur they will not resolve them. To say that a third party has investigated it, without even being able to name the third party, or provide any documentation, is ludicrous. One only has to look at the multiple transactions it took to get money from the machine to see that it was acting up. We were also informed by the store clerk that the ATM had multiple complaints lately. However, instead of looking into this further, or handling the claim themselves, M&T has relied on a third party service and absolved themselves from all responsibilities, despite the fact that it has M&T's name on it. To add final insult to injury, the letter to resolve the complaint was sent to loyal customers of over 7 years a letter with false claims that documentation is available, and it essentially calls the client a liar.

Desired Settlement: I want the $20 that the ATM bearing M&T's logo did not provide in the last transaction on November 20th.

Business Response: Your recent correspondence regarding Ms. Jennifer ******** was brought to my attention for
review and reply.
On November 20,2014, as noted in Ms. Zaworski's correspondence, Ms. ******** attempted to
transact a $400 withdrawal from an M&T Bank ("M&T") branded Automated Teller Machine
("ATM) located at High's in Eldersburg, Maryland. After having difficulties making the initial
withdraw, Ms. ******** made four (4) separate withdrawals in the amounts of $200, $40, $60,
and $100. However, as Ms. ******** noted, the ATM only dispensed $80 of the final $100
request.
Ms. ******** contacted the M&T Telephone Banking Center on November 2 1'20 14, to report
she did not receive the full $100 request. A dispute was filed on her behalf and on November 24,
2014, M&T provided her account with the $20 provisional credit while an investigation began.
The ATM at High's is branded as M&T but is not owned or operated by M&T. Therefore, M&T
requested a review of the transactions through the STAR network. The information provided
from STAR indicates that their audit review concluded the machine was in balance and the
transactions successfully completed. As a result, the dispute was denied and Ms. ******** was
mailed a letter advising her of the denial and also advising the $20 provisional credit would be
removed on December 17,20 14.
Given the difficulty Ms. ******** had with the transactions, I have credited her account $20.

12/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Well according to M&T bank my mortgage payment is behind by 3 months but I've been current with all of the payments up to date ive sent copies via fax to provide proof of payment that we are current yet they denied to have received said faxes so ive sent the information several times and still no response although they do pull the money out of my father in laws bank account he banks with chase and bank of America and the statement shows that M&T bank has received the payments yet m&t bank says we're behind and that our mortgage account is now delinquent

Desired Settlement: I think m&t bank needs to waive any and all late fees and correct our credit also refund the$1208.19 that was charged twice August 4th 2014 reason being that the amount was sent twice that month because m& t bank said they didn't receive the payment so we sent it asecond time but never got credited back to the account

Business Response:

 

Dear **** and ****** ******,
I am writing in response to your letter of complaint filed with the Better Business Bureau regarding
the above referenced mortgage.
Upon review of your account, I have confirmed that we received your original inquiry on October 23,
2014 via a telephone conversation with our Customer Service Department regarding a payment of
$1,208.19 which was drafted from your bank account on August 4, 2014. At the time of your
inquiry, you provided the Customer Service representative with the transaction 10 for the withdrawal
from your bank to conduct the research; however, you were advised via a letter from M&T Bank,
dated October 29, 2014, that the research could not be conducted without the proof of payment
documentation. We received the proof of payment documentation via fax on October 29, 2014. On
November 3, 2014 the documentation was reviewed, and you were advised that as the payment in
question of $ 1,208.19 was not reflected in the documentation provided you would need to resubmit
the proof of payment documentation. However, upon further review of the documentation, I have
confirmed that the referenced payment was included. We apologize for the inconveniences you
experienced in attempting to have the payment of $ 1,208.19 researched. The above matters have
been forwarded to management to be addressed with the associates involved for further training.
I have confirmed that the proof of payment documentation was resubmitted and received on
November 4, 2014 referencing the payment of $1,208.19 debited from your bank account on August
4, 2014. A letter was mailed to you November 10, 2014 providing confirmation that the payment
had been received and applied to your mortgage account on July 31,2014. In your complaint, you
reference two payments in the amount of $1,208.19 each that were debited from your bank account
on August 4, 2014 and that you did not receive credit back for one of the two payments. Upon
review of the documentation you have provided and the mortgage account payment history, I have
confirmed that your bank account was only debited once for that amount on August 4, 2014 and that
only one payment of $1,208.19 was applied to your mortgage account. If you have proof of payment
reflecting otherwise, please submit the documentation to M&T Bank, P.O. Box 1288, Buffalo, NY
14240 or via fax ###-###-#### and we will be happy to research this matter further.
Additional documentation was received on November 17, 2014 referencing the same payment of
$1,208.19 along with a payment of $2,313.72 debited from your bank account on October 2, 2014.
You were contacted by an M&T Bank representative who provided the same confirmation for the
payment of $1,208.19 and also advised that the payment of $2,313.72 was received and applied to
your mortgage account on September 30, 2014.
I also reviewed the payment history for your mortgage account and confirmed that the payments
received were initiated using the M&T Bank "My Mortgage Info" website or payment by phone with
one of our representatives. The payments made via the M&T Bank "My Mortgage Info" website
initiated after May 2014 were all returned as a result of an "invalid account number." Upon review
of the payments submitted via our website, you entered a bank account number ending in 1113;
however, I have confirmed that this was not the same number as the payments made by phone, which
were all successful. The bank account number for which the pay by phone payments were made
ends in 0395. Please ensure that when you are submitting future payments via the "My Mortgage
Info" website that you update your bank account information to reflect the correct drafting account
information. When you choose the "Make Your Payment" option on the website, a "Change Bank
Information" button will appear on the bottom of the Confirmation page.
Upon review of the payment history, it has been determined that no payment was received in April
2014. This along with the returned "My Mortgage Info" website payments have contributed to the
delinquency of the account. Please refer to the enclosed spreadsheet which also provides details of
all payments received and returned since the acquisition of your account on August 2, 2013. The
account is due for the October 1, 2014 payment in the amount of $1,156.86. However, while
researching your account, we discovered that a late fee in the amount of $37.33 was assessed to your
account on September 16, 2013. This fee was assessed in error as M&T Bank does not assess late
fees to the mortgage account for the first 60 days from the date of acquisition. As such, I have
removed the late fee of $37.33 on December 10, 2014. I have confirmed that all other late fees that
have been assessed and the credit reporting are valid and accurate.
I hope I was able to fully address your concerns. We sincerely value your relationship with M&T
Bank and are committed to providing you with the highest level of service. If you have additional
questions, please do not hesitate to contact me at ###-###-####, ext. 7646, with any concerns you
may have.

Sincerely,

****** ******
Mortgage Customer Support
Retail Loan Servicing
Enclosure
CC: Better Business Bureau

12/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i have a checking and savings account with this bank my issue is with my savings account this bank is charging me fees on my account for no reason and are charging fees on this account which was not in any paper work i signed when i first set it up can they change my account types with out asking me i cant even move money between my two accounts with out being charge 12.50 doesn't matter how much money i have in there and i don't feel they should be allowed to do this

Desired Settlement: I want to be refunded for the money they charged and would like the same account with no fees added

Business Response:

 

Dear ****,
Your recent correspondence regarding Mr. ********* ******* was brought to my attention for review.
Ms. ******* indicates having a savings account with M& T Bank ({/M& T") that has been charged fees and
believes M& T changed the account without advising her of the changes. She is requesting for the fees to
be refunded and for the account not to be assessed additional fees.
On June 7, 2013, Ms. ******* opened a Relationship Savings account with M& T, and upon account
opening Ms. ******* was provided disclosures. I have enclosed the disclosures titled Specific Features
and Terms for Relationship Savings Accounts. The disclosures indicate, among other things, that the fee
for excessive withdrawals was $5. This fee applies for certain withdrawal transactions in excess of four
(4) made during any monthly service charge cycle .
In November 2013, a change in terms notices was provided with each monthly statement entitled
Important Information Regarding Changes to Consumer Deposit Accounts, enclosed for your reference.
This document describes changes to certain checking and savings account, including changes effective
March 13, 2014 to the Excess Withdrawal Fees .. As noted, the Excess Withdrawal Fee is now $12.50 for
certain withdrawal transactions in excess of six (6) made during any monthly service charge cycle.
A review of our records indicates you were charged Excess Withdrawals Fees for the first time in
November, 2014. Total charges for the statement period were $62.50. During this period, three (3)
purchases were made from the account and eight (8) web transfers from the account. As noted above,
the fee applies for each transaction over six (6) for these types of transactions.
Ms. ******* has requested for M& T to refund the fees that had been charged and would like the same
account with no added fees. As courtesy, M&T refunded three (3) fees totaling $37.50 on November 10,
2014. As these restrictions and fees apply to all personal savings accounts at M&T, we are unable to
change how your account functions. Please note that in addition to the fee, the terms of the account
specifically indicate there are transaction limitations. Continued excessive usage can result in your
account being closed so we recommend you carefully manage the usage of your savings account.

If Ms. ******* has any additional questions regarding the fees and withdrawals, she may contact M& T
Telephone Banking Center at ###-###-####; Monday- Friday 6am to 9pm; Saturday-Sunday 9am to
Sincerely,

***** *********
Customer Care Specialist
Office of the Customer Advocate
Enclosure

12/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have on-line banking wich I review daily, which supply two balances, one being the current balance including pending charges to the account. On Sunday Dec. 31 I made a puchase at *********'s for $5.82 after reviewing my account earlier and my available balance showed over $300.00, that Mon. Dec. 1 a check came through overdrafting my account by $257.00. My issue is I was charged a overdraft fee on the *********'s purchase when at the time of puchase there was money in the account to cover the purchase.

Desired Settlement: Available balance should mean exactly what it says.

Business Response:

 

Dear ****,
Your recent correspondence regarding Mr. ***** ******** was brought to my attention for review.
After utilizing M& T Bank's ("M& T") Online Banking to view his account balance on Sunday, November
30, 2014 Mr. ******** indicates having $300 in his available balance. He then made a debit card
purchase at ********'s in the amount of $5.62. He is questioning the overdraft fee charged for the
********'s purchase even though the funds were available at the time of purchase.
On Sunday, November 30, Mr. ********'s total balance was $1,197.86. Mr. ******** had sixteen (16)
debit card purchases pending, leaving the available balance $324.24 at the time of the referenced debit
card purchase in the amount of $5.62 at ********'s. As a reminder, debit card transactions generally
post to the account a day or two after they are authorized and never on a weekend or holiday.
On December 1, nineteen (19) debit card and ATM transactions posted to the account as well as a
preauthorized ACH payment posted in the amount of $573.28. There were not sufficient funds to cover
the ACH payment which overdrew the account. The ending balance on December 1 was negative
$255.04.
On December 2, an overdraft fee for $38.50 was charged to the account for the ACH item from the prior
day. Also on December 2, the ********'s transaction for $5.62 posted to the account and further
overdrew the account which resulted in a second overdraft fee being assessed on December 3
Overdraft Fees are assessed upon posting of an item to the account, regardless of the balance at the
time of an authorization. As noted above, a debit card purchase typically posts to the account a day or
two after a transaction has been authorized.
As a reminder, M&T offers the option to authorize and pay everyday debit card and ATM transactions
when sufficient funds are not available in the checking account. Our records indicate Mr. ********
elected to allow M&T to pay and authorize everyday debit card and ATM transaction when the funds are
not available. In this case, the funds were available at the time of the purchase; however, to avoid the
overdraft fee, the funds need to be available when the item clears, as overdraft fees will not be assessed
on pending transactions. Mr. ******** is able to change his election to no, and M& Twill not authorize
ATM and everyday debit card transactions when funds are not available in the account and will not

charge an overdraft fees should an ATM or everyday debit card transaction post against insufficient
funds.
For more information, please see the enclosed What You Need to Know about Overdraft and Overdraft
Fees. Mr. ******** may change his Overdraft Election by going into a local branch, via mail to the
address noted in the attached, calling M&T's Telephone Banking Center at ###-###-####, or by visiting
mtb.com/managemyaccount.

Sincerely,

***** *********
Customer Care Specialist
Office of the Customer Advocate
Enclosure

12/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: M&T bank bought our mortgage from **** ** *******. We were defaulting in our payments due to employment circumstances. M&T put us in loan modification, after they bought the mortgage,for over year. we tried to sell our house to pay this mortgage off. Since then we had 2 offers that m&t either wouldn't accept or the buyer couldn't wait to hear back if offer would be accepted. The new rep won't return calls, but will email. They had house appraised and they want an offer close to the appraisal but we can't seem to get that kind of offer. at this point we can't afford payments or upkeep since we moved for an employment transfer. Which they knew about 5 months prior to this move. I feel that they are forcing us into foreclosure. Why wouldn't a bank take an offer on a house that is empty and they could lose more if it forecloses. Awful customer service. They either won't call back and if they do they have no new information. It's like they are reading from a book. They offered the loan modification only 12 months later to call and say 'don't qualify' thought they are the ones that suggested it. And they sent us notice we moved out of our house 2 days before we actually did. How did they know that? Plus, the agent called me the day before we moved out to tell me we didn't qualify for a loan modification and that she'd send Short sale paper work out. Though we asked for Short sale paperwork months before we moved out. It's just been a total nightmare with this company from day one. They would take our monthly payments.We paid everything they told us to pay. We've done everything they've asked us to do. It's like they have us jump through all these hoops yet they won't resolve any of this.

Desired Settlement: I would like for them to tell me whythe house was appraised but I received 2 different appraisal quotes. I would like to know why our 'current' rep, ******, won't return phone calls. I would like to know why they wouldn't take a cash offer of $155,000 back in May. Or why they wouldn't take the lastest offer $150,000. I would like to know how struggling families are relying on help from these companies if they don't offer any. I would like for them to take an offer so we can pay off this loan.

Business Response: Your recent correspondence regarding Ms. ***** ****** was brought to my attention for review and reply. As Mr. and Mrs. ****** obtained their loan through the Federal Housing Administration ("FHA"), M&T is required to follow the guidelines of the Department of Housing and Urban Development ("HUD") when reviewing and processing a loan for the FHA Pre-Foreclosure Sale program. In accordance with HUD guidelines for owner-occupied properties, M&T is required to first review Pre-Foreclosure Sale applications for home retention options before reviewing for non-retention options. The retention review was completed on July 22, 2014, and deemed the ****** as ineligible for a Loss Mitigation home retention option. The loan was then reviewed for the Pre-Foreclosure Sale program, which per HUD's guidelines, requires that two property valuations be obtained. The first valuation is an appraisal which determines the full market value of the property. The second valuation is a Broker Price Opinion
("BPO") which validates the value determined by the appraisal. As the valuations came back within the 10% variance allowed by HUD, and the ****** met the other Pre-Foreclosure Sale program requirements, the Approval to Participate ("ATP") was issued September 25, 2014. At the time of approval for the Pre-Foreclosure Sale program, the $155,000 purchase offer presented in May had been withdrawn by the purchaser. The ******' Agent advised M&T on October 9, 2014, that an offer of $152,000 was forthcoming; however, this offer was never presented to M&T for review. On October 24, 2014, a new purchase offer for $155,000 was received and reviewed by M&T. As per HUD guidelines, changes to the HUD-1 Settlement Statement are needed along with executed arms-length agreement(s) prior to approving this offer. This was communicated to the ******' Agent on October 24, 2014, and M&T is actively working with the Agent to obtain these items.
Any additional offers must be presented for consideration until the end of the marketing period, January 23, 2015. If no qualifying offers have been received by this date, the ****** may then be reviewed for a Deed-in-Lieu of Foreclosure. The current assigned M&T Loss Mitigation Specialist, ****** ******, has been in contact with both the ******' and their Agent by way of e-mail. Since the ******' responded to ****** ******'s e-mail communication a return call was not made.  At M&T Bank, we strive to exceed our customers' expectations with superior quality and service. On behalf of M&T I would like to apologize for any inconvenience Mr. and Mrs. ****** may have experienced as a result of this situation. If there are any further questions please have Mr. and Mrs. ****** contact their Single Point of Contact ("SPOC"), ******** Waud, at 1-800-724-163 3. The hours of operation for this 800 number are Monday through Thursday, 8:00AM to 9:00PM, Friday from 8:00AM to 5:00PM, and Saturday from 8:00AM to Noon, Eastern Time.  Sincerely, ***** ******* M&T Bank  Customer Care Specialist Office of the Customer Advocate

Consumer Response:

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. M&T reps have basically not responded to any phone calls to myself or my husband. We were transferred to another rep after ********. ******, and  I have called and left messages for  ****** and had not heard back. I had asked in my messages to please call so that we could speak to an actual person rather than through email , but we never received a phone call. The May offer withdrew because at the time, M&T didn't tell us that if we were in loan modification then we wouldn't be eligible for a short sale process. This I feel should've been brought to our attention in February when I told ******** that we were transferring in July. She told me in March that the loan modification should be closed shortly. When we got the offer, CASH offer, in May for $155,000 , ******** called us early June to tell us we didn't qualify for a short sale yet since our modification hadn't 'closed'. Yet even then she couldn't give us a closingt ime on this loan modification. Yes that buyer backed out due to not wanting to wait until M&T could finally decide which direction to go. M&T sent us papers saying we moved out of our house 2 DAYS before we actually moved out. I know that it's only 2 days but I feel they lied. I feel they are being dishonest. M&T took our monthly payments for a year, but strung us along since this past February on this loan modification. This process ate up so much of our time and money. The stress of hearing no news every other week or every other is just to much for anyone.  The last offer of $152,000 wasn't accepted by M&T because it was said they wanted it closer to the appraisal price of $165,000. We've tried since February of 2012 to sell this house to pay off this loan with no solid offers. I feel they need to take what they can so we can pay off as much of this loan as possible.  The house has now sat empty for over 3 months and as the winter months set in with no one it will be tough to keep up with utilities.  The short sale rep, ******,  couldn't even  tell us where the additional mortgage came from on this home. Yet when you look at their monthly statements the additional loan shows up on there and has since December of last year. I hope we can reach an agreement as well because the more I spend on an empty house is a another month of not being able to pay off any other debt we have owe. I think they need to contact us, by phone, and weekly if necessary. The emailing back in forth gives no comfort. I don't think this helps with any of our questions. ******** has not called us since she transferred us to ****** in August so there is no reason we'd call her. Especially since she wasn't even remotely helpful when she was our 'designated M&T' rep.  I do thank them for responding, but really this isn't resolved at all.  Regards,  ***** ******




Business Response:

Your most recent correspondence regarding Ms. ***** A. ****** has been received by M&T Bank ("M&T") and brought to my attention for review and reply. As stated in our attached correspondences of August 20, 2014 and October 30, 2014, Mr. and
Mrs. ****** obtained their loan through the Federal Housing Administration ("FHA"). As such, M&T is required to follow the guidelines of the Department of Housing and Urban Development ("HUD") when reviewing their request for any non-retention option. M&T completed the retention review, at which time the retention option was denied, as HUD will only allow one retention option in a 24 month period. Once the retention option was denied, the file was referred to the non-retention department for review.  In the most recent correspondence, Ms. ****** also references a second loan that has appeared  on their monthly statements since December 2013. This is the result of the partial claim that was  provided along with the permanent loan modification effective September 2013 . In order to bring the loan current, HUD advanced Mr. and Mrs. ****** $11 ,043 .61 , at a zero percent interest rate, that would become due on August 1, 2043, or when the original loan was paid in full. Mr. and Mrs. ****** signed the Subordinate Note that referenced the term of this new loan, a copy of which is enclosed. Once the permanent loan modification was implemented on M&T's servicing system, the new loan was also entered and began appearing on the monthly billing statements. At this time, Mr. and Mrs. ******' loan is due for the October 2014 payment. M&T is still working with Mr. and Mrs. ******' A TP towards the short sale of the property, but there are currently no offers on the home. If a short sale cannot be provided by January 23 , 2015, Mr. and Mrs. ****** can request to pursue a deed-in-lieu ("OIL") of foreclosure at that time. If Mr. and Mrs. ****** have any further questions, they may contact their Single Point of Contact ("SPOC"), ********* ****, in M&T's Homeowner Assistance Center ("HOA") at 1- 800-724-1633. The HOA hours of operation are Monday - Thursday 8:00AM - 9:00PM; Friday 8:00AM - 5:00PM; Saturday 8:00AM - 12:00 PM (EST). Sincerely, ***** *****
*** **** ******** **** ********** ****** ** *** ******** ******** ********* *** **** ** ********** ** ******* * ***** *** *** *********** ******** **** ** **** *** **** ******** ** *** *** ** ********** ** ******** * ********** ********* ** **** ***** **** ************* ** *** ** ******* ** ******* *** **** ******* *** *********** *** ** ****** ** * ******** *********** ** *** **** ******* *** ********** *********

Consumer Response:

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. M&T had an agent call us about two weeks ago. I can't remember her name, Lori, maybe but they had another rep call us. They didn't have the ***** agent call us or the ********* agent call us. Again, they send in another agent that basically reads from a manual. She repeated the same thing after I'd ask her a question. No, she was no help. And NO, I never referenced a 'second' mortgage on this loan. ****** asked me about it, I have the email to prove, when we had our second offer on the house. She wanted to know why there was a second mortgage showing on this house. I had thought M&T put this on our home but she said no it must have been **** ** *******. I asked ***** to call *** herself since they wouldn't talk to us after M&T bought out mortgage. So I had to go through all our M&T statements to see how far back this showed on 'their' billing statements and it started showing up on our M&T statement in December 2013. I am still totally confused on this and it would be nice if someone would call and go step by step on all of this.  But again, when they call the rep has some script they are reading from. They always says this is how the HUD guidelines go. Ok, so how long do we have to drag this out. And yes they will be waiting on an October 2014 payment because the email sent to us, by ******, states we have to be 30 days delinquent at the signing of our contract if house is selling. BUT, how will we ever know when the house will sell. We thought one of the last offers would've gone through so not paying in October would've been our 30 days delinquent if they finally would've accepted the offer.  David and I can't afford two house payments and if they would've taken the MAY offer of CASH of $155,000 we wouldn't have needed to be delinquent in the first place. I am sorry to all of this has happened, but unfortunately it did. We tried since February 2012 to sell this house and pay off this mortgage. I can't help that this company bought a delinquent mortgage but we had complied with every thing they asked us to do since July/August 2013.  Now as it sits we have to wait for a DIL deed-in-lieu of foreclosure.   Which we hope won't take 3-6 months like everything else this company has dragged out. I understand that every company has guidelines that they have to follow. I am truly sorry that we couldn't pay our mortgage for 6 months and even sorry now that we can't continue to pay on a house we don't live in. I am even sorrier that we tried to do the noble thing by trying to sell it FSBO in February 2012-June 2012. Then with the agent that sold us the house in June 2012. We then went on to our second agent in January 2013 thru June 2013 with not one single offer. All these times it was listed for $179000; which is $14,000 more than it just appraised for in September 2014. We listed it with our third agent this past March, 2014. WE HAVE tried and tried to get this house sold to pay off our debt. Now here we are ending another year. This company had one offer in May, another in September and then the same people again in October. I feel this company has screwed up and now this house will sell probably close to $140-$145,000, at best. This house will probably sit due to the issues we had with our next door neighbor too. Again, documented by all 3 agents that had our house listed.For now we are leaving it as we have to wait for the DIL. I do hope this process won't take long, but as usual I asked the agent how long this would take  and she couldn't give me a time frame. What a shocker! I want to thank BBB for at least trying, but I'm guessing we will get screwed over. ***** ******




12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 29, 2014 I visited the M&T Bank branch office at South Spring Garden, Carlisle, PA 17013. At that time I talked with Ms. ***** ****** (Personal Banker ************). I had a copy of an M&T Bank $150 cash bonus offer with me and asked Ms. ****** if I could use said bonus offer at their? She said that I could.I fulfilled all obligations in order to earn the $150 cash bonus, but I was never credited with the $150.I called Ms. ****** on October 2, 2014. She told me that she was told that the bonus would be credited to my account but that it may take up to an additional 90 days. (The original bonus was to be deposited 90 days from the account being opened.)I called Ms. ****** on December 9, 2014. She said that she had elevated the matter to her supervisor Ms. ***** *****, and that she would be in contact with me.On December 10, 2014, I talked with Ms. ***** who told me that the offer was a mailing offer, and that M&T Bank had no record of sending me said offer. She asked me if I still had the original mailing. I explained to Ms. *****, that I did not think that I did as it had now been over five months since I had originally received the offer, and that I had provided Ms. ****** with a copy of said back on July 29, 2014 when I originally opened the checking account at their Carlisle, PA branch office. She said that she would let their investigative team know such. M&T Bank is still requesting an original copy of the mailing, even though I have told them I no longer have said.I have been a loyal M&T Bank patron since 2011. The fact that I have fulfilled all the requirements of their cash bonus offer, have waited patiently for nearly five months for the bank to honor their bonus commitment, and that they are still stalling and trying to stonewall is outrageous and reprehensible.

Desired Settlement: M&T Bank immediately deposit the $150 cash bonus in my M&T Bank MyChoice checking acount.

Business Response: Dear Mr. *******,  Your recent correspondence to the Consumer Financial Protection Bureau ("CFPB") and the Better Business Bureau ("BBB") was brought to my attention for review.On July 29, 2014, you visited the Spring Garden M&T Bank ("M&T") location in Carlisle, Pennsylvania,with a request to open a new checking account. You provided a copy of an offer showing a $150 promotional cash bonus if a direct deposit over $100 is made within 90 days of account opening. The checking account was opened the same day and you received a direct deposit on August 21, 2014. The account has remained inactive since this direct deposit. As noted in your correspondence, on December 9, 2014, you spoke with ***** ******, Relationship  Banker I at the Spring Garden M&T location, regarding the bonus. At that time she advised she escalated  your concerns to her Manager, **** *****.  Ms. ***** contacted you on December I 0, 2014, to advise the promotional cash bonus offer was only available via a direct mailer. Ms. ***** stated your name and address was not on this direct mailer list.  As such, she asked you to provide a copy of the mailer showing your name and address. You advised you  did not have this mailer available. Upon further review, as a courtesy, I have credited your account $150 on December 18, 2014.  Sincerely,  ******* *******Customer Care Specialist  Office of the Customer Advocatecc: CFPB

 

12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have attempted to close my checking account with M&T bank since I moved to California. It has been 4 weeks and in the process of attempting to close this account I have been charged 4 overdraft fees which they refuse to refund me. In addition the initial customer service agent informed me they would close the account per my phone request. A follow up phone call to M&T to inquire why I had overdraft charges and why the account wasnt yet closed led to a second customer service agent informing me they need a signed and notarized form MAILED to them to complete the account closure. Yet another call to them led to the agent telling me I did not need to notarize the form and I can simply fax it to them. I have probably called 4 to 6 times, each with 30 minute waits times to simply close an account I don't need plus incurring charges (the latest one being 3 dollars and some change as a "finance charge" even though the agents prior to this latest one said I owed nothing else. Horrible bank with little to no intelligence on the part of their customer service group

Desired Settlement: PLEASE have them close all my accounts!!!!!!

Business Response:

Dear ****,
Your recent correspondence regarding Ms. ***** ******** was brought to my attention for review and reply.  Per Ms. ********'s correspondence to your agency she states she has been attempting to close her M&T Bank ("M&T") checking account and is having difficulties. Please know M&T records indicate Ms. ********'s checking account was closed on August 29, 2014. This closure was done via telephone request with our Telephone Banking Center. Ms. ******** also indicates within her correspondence she was assessed four (4) overdraft fees. Ms. ******** maintained an M&T Visa Credit Card which was linked to her checking account for overdraft protection, therefore no overdraft fees would be assessed to her checking account, however, Overdraft Transfer fees would apply. As seen on the enclosed statement, Ms. ********'s beginning balance as of August 14, 2014, was zero. From August 15 through August 22, several debits were presented for payment from Ms. ********'s checking account. Funds were automatically transferred from her M&T Visa Credit Card to her checking account to cover these items. Per the Overdraft Protection Agreement associated with her M&T Visa Credit Card, a $12.50 charge was assessed each day there was a transfer made from her credit card to her checking account to protect against overdrafts. Ms. ******** also inquired about an additional charge on her M&T Visa Credit Card. As indicated on the enclosed statement for that account. Ms. ******** incurred $3.08 in interest
charges during the month of October, based on the account balance over the course of that month. On September 16, 2014, Ms. ******** emailed the M&T Customer Service Department asking for clarification on the fees assessed to her checking account. M&T's response indicated the charges were not assessed to her checking account and explained what is referenced above regarding her overdraft protection. Within her email, Ms. ******** states the overdrafts that occurred in her checking account were a mistake and requested a refund of the charges assessed to her Visa Credit Card. M&T responded to her email the same day advising that because the charges were not made as a result of a bank error, or as a result of an unauthorized debit, no refunds were warranted. In response, Ms. ******** asked what is required to close her Visa Credit Card and her M&T savings account. M&T replied advising that an email request to close her Visa Credit Card would be sufficient. M&T also advised that in order to close the savings account, a notarized letter would be required. On September 29, 2014, Ms. ******** submitted an email to the M&T Customer Service Department requesting her Visa Credit Card be closed. Per her request, the Visa Credit Card was
closed the same day. On October 30, 2014, the St. Johns Lane M&T Branch located on Baltimore National Pike received a letter from Ms. ******** with a request to close her savings account. As requested, her savings account was closed and an official check in the amount of $49.44 was mailed to Ms. ******** on October 30, 2014. I hope this information has been helpful. Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

12/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 2012 a letter was sent to M&T bank to close the bank account. We did not receive a response or any statements. We finally received a January 2013 statement from M&T bank in February 2013, the service fee was $10.50. The next statement we received was a October 2014 statement in November of 2014, the service fee was $27.50. Not only did M&T increase the service fee by $17 a month my organization was not sent my organization a bank statement for 22 months. In November the day the statement was received I called M&T bank to inquire about the increase in bank fee as well as not received statement and closing the account. I was told that they would call me back. I never got a call. On November 12th 2014 I went to the bank with an official check signer to close the account. I was told they never received letter to close and also told that I cannot prove that I never received statements and they would not issue any credits. I asked for activity on the account from Feb 2013 through Nov 2014, they said sure but there will be a charge for that. I told them I am being charged every month $27.50 as a service charge and not receiving any service, and you want to charge me again to show me the activity in the account that you have not sent me in 22 months. The person really did not care. To make matters worse when they closed the account the amount was $27.50 less for the November service charge. We are a non profit organization and were charged a total of $466 for service charges in an account with no activity in 22 months. I will never bank with M&T bank again.

Desired Settlement: I would love to have a check sent to my organization for $466 but would settle for the difference between the $10.50 service charge and the $27.50 service charge that we were never informed about. A total of $374.00.

Business Response: Dear ****,
Your recent correspondence from ****** ********** regarding a business account held with M&T Bank ("M&T") in the name of Treatment Trends, Inc., was brought to my attention for review. Upon review of this account it was discovered Ms. ********** is not titled on the account. On November 12, 2014, Ms. ********** and Theodore **** (authorized signor on the account) visited the M&T Branch located on South Cedar Crest Blvd. in Allentown, Pennsylvania, to discuss the account and the service charges. At that time they also wished to close the account. Ms. ********** and Mr. **** met with *** *******, Relationship Banker II, at the Cedar Crest Blvd. Branch. Per their request for a refund of the monthly service charges, Mr. ******* reached out to the Branch Manager, ***** *****. Ms. ***** advised Mr. ******* no charges would be refunded. Mr. ******* advised Ms. ********** and Mr. **** regarding the refund and, per their request, closed the account. At this time as no bank error occurred, no refund is warranted. If Mr. **** or the other authorized signors have additional questions regarding this account I would encourage them to contact Ms. ***** ***** at 610-776-6422.  Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

Consumer Response: 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.

The issue is that we did not receive statements for over a year.  This is unacceptable. Regards,  ****** ********** & *** ****




12/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing this complaint outside of M&T Bank customer service because I am very unsatisfied with the service provided at M&T Bank and the way in which my mother's case has been handled by the bank. My mother's caretaker stole over $2000 from her on various credit and debit cards, including one from M&T Bank. The caretaker confessed to the crime (and others), was arrested, and is being arraigned in court. We have filed all documents requested to M&T Bank on this issue and M&T Bank 1) denied the ATM charges on my mother's debit card against her savings account at first, and then after appeal reinstated the credit and now 2) has denied the fraud charges on my mother's checking account. M&T is the only entity questioning the validity of this fraud and refusing to credit the fraudulent charges. My mother has been a customer of the bank for over a decade. Customer service from the bank on this matter has been unsatisfactory in every way. It appears the bank's policy is to deny every claim without considering the situation, for example, that my mother has never had another fraud claim ever, and, the fraudulent activity does not fit the pattern of my mother's spending or cash withdrawals, etc. I am no longer willing to spend my time dealing with this bank and the continual denials of a claim that should not be questioned. Since bank personnel refuse to provide any further help (besides telling me to 'write a letter'), I am left with no alternative but to go outside the bank to try and get resolution to this issue.

Desired Settlement: I expect the credit for these fraudulent charges to be honored, both on my mother's checking and savings accounts. I believe the bank, or an entity outside this bank, needs to review the bank's policies on denying fraud charges. The fraud itself was traumatic enough without the bank adding to it.

Business Response:

Dear ****,
Your recent correspondence regarding Ms. ****** *****, on behalf of **** *******, was
brought to my attention for review.
On October 8, 2014, Ms. ******* notified M&T Bank ("M&T") of several unauthorized
transactions, on her checking and savings account, totaling $716.02. Three (3) disputes were
filed, and provisional credit was awarded the same day to her checking and savings account;
$516.02 and $200.00, respectively. M&T's Card Services area immediately began to investigate
the transactions and, based on the information provided at that time, the disputes were denied.
Ms. ******* was advised to send in any additional information she may have that would help
support her case of fraud and theft.
Upon further review, and with additional information provided, M&T has honored the claims. As
of December 4, 2014, the disputes totaling $716.02 have been credited to the above mentioned
checking and savings account.
On behalf of M&T, I apologize for any inconvenience or frustration Ms. ***** and Ms. *******
may have experienced.

Sincerely,

****** ********
Customer Care Specialist
Office of the Customer Advocate

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *****




12/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On a friday I had enough in my account to cover my purchases . But did not know that the charges would be not be posted to account till monday when i took out an ATM withdraw. the charges that were approved because I had enough in my account on friday are now being charged in overdraft fee three days later . So far I have been charged four overdraft with another four to come. I then called the bank and was told there was nothing they can do because my account is now in the negative and was told i should go to the branch and talk to someone. the branch employee then told me again that there was nothing he can do and to go to the main branch downtown. I was then told again that there was nothing they can do. I have overdraft protection on my account so my purchases should have been declined.

Desired Settlement: I would really appreciate it if the overdraft fees from the four charges on my account I did have the money for be removed.

Business Response:

Dear ****,
Your recent correspondence regarding Mr. ******** ********** was brought to my attention
for review and reply. Per Mr. **********'s correspondence he states his available balance on
Friday, November 14, 2014, was sufficient enough to cover the transactions purchased over the
weekend; however he became overdrawn and received several overdraft fees.
It is important to note that on November I 0, 2014, Mr. ********** changed his account election
via www.mtb.com to not allow M&T Bank ("M&T") to authorized and pay A TM and everyday
debit card transactions when sufficient funds are not available in his account.
Mr. **********'s start-of-the-day balance on November 14,2014, was $101.09. Two ATM
withdrawals posted in the amounts of $10 and $15. In addition, a total of five (5) purchases were
made on November 14, 2014, via Mr. **********'s debit card totaling $66.28 (note that
generally debit card purchases do not post to an account the same day they are authorized). At
the time the debit card and ATM transactions were authorized, Mr. ********** had sufficient
funds in his account. A $53 automated ACH debit from "********" posted during batch
processing. With the two posted ATM transactions and the ******** transaction, Mr.
**********'s balance was reduced to $23.09.
On November 16, 2014 at I1: 19PM, Mr. ********** changed his election to 'yes' to authorize
M&T to pay overdrafts on everyday debit card and A TM transactions. At 11 :30pm on November
16, 2014 (a non-business day), Mr. ********** made a $285 ATM withdrawal against
insufficient funds.
On Monday, November 17, 2014, the $66.28 in debit card transactions noted above posted
during M&T's nightly batch processing as did the $285 ATM withdrawal. As Mr. **********'s
account indicated a ' yes ' election, M&T was authorized to pay items and assess overdraft fees on
ATM and everyday debit card transactions. As such, on November 18,2014, Mr. **********'s
account was assessed four (4) overdraft fees, bringing the account balance to negative $520.69.
As no deposit was made to his account within five (5) business days, an Extended Overdraft Fee
of $38.50 was assessed on November 24, 2014.

On November 25, 2014, Mr. ********** contacted the M&T Telephone Banking Center
regarding the overdraft fees. At that time his request for a refund was refused as no bank error
occurred. Mr. ********** also requested to change his election to no, which was done
immediately. However, on November 27, 2014, Mr. **********'s election was changed to yes
via www.mtb.com, and has been changed four times again since then.
Although no bank error occurred, as a courtesy, I have refunded the Extended Overdraft Fee and
two (2) additional overdraft fees. A total of $115.50 was credited on December 08, 2014. It is
recommended that Mr. ********** maintain his "No" election to avoid a similar situation in the
future.
Sincerely,

******* *******
Customer Care Specialist
Office of the Customer Advocate

12/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Nine calls into customer service and I have yet to resolve the elementary problem that your staff and management can't fix. I have spoke with manager after manager and promised a call back but yet to receive a single one! I made a extra principal payment of $675.00 on 10/21/14 to my mortgage at my local M&T branch, then the next thing I know I get late payment letters in the mail. I'm on auto bill pay the payment comes out on its own! So after nine calls into customer service its still not fixed, I have a second extra principal payment of $300.00 that you applied to (unapplied funds) and a letter stating my $675.00 as (transaction reversed) I never received that payment back to my checking account and it clearly doesn't show it applied to extra principal on my account.So you have possession of the funds somewhere, I have dealt with this situation in the past with you guys and refuse to do it again, last time it took over twenty phone calls to resolve this same problem and I was charged $147.77 in FEES for your mistakes! This is beyond ridiculous that I have had all these problems for attempting to pay extra money onto my mortgage. All this aggravation with hours and hours spent and wasted on the phone, being completely disrespected being told by several different managers I would receive a call back with the outcome and nothing happening or no calls back! All this and I'm paying you a ridiculously high rate of interest compared to what loans have been going for!!!!! I am a Realtor and will highly suggest to any and all clients to not deal with your company for a loan for anything!

Desired Settlement: A PHONE CALL BACK! Fix the problems you created and apply funds appropriately. LOWER my rate before I take my entire business elsewhere and no longer do business with your company, thats very little to ask for.

Business Response:

 

Dear *********** L. *******,

I am writing in response to your letter of complaint filed with the Better Business Bureau
regarding the above referenced mortgage.
In review of the account, check #1342 was made payable to you, *********** *******,
from ******* ******* in the amount of $675.00. The funds posted to the account on
10/22/14 and were returned due to non-sufficient funds (NSF) on 11/3/14. When the
payment was reversed from the mortgage, the automatic draft payment received on
10/30/14 in the amount of $786.84 was reversed in error instead of the payment in the
amount of $675.00. On 11/12/14, due to research being conducted per your request,
M&T Bank located the error and corrected the payments to reflect the application of the
Bi-Weekly payment and the reversal of the $675.00. The payment in the amount of
$300.00 received on 11/7/14 was applied to suspense (your unapplied funds account) due
to the above payment application error which caused the account to incorrectly reflect as
delinquent.
Per your complaint, we have reapplied to the payments as requested, including the
$300.00 to principal only. I have enclosed a copy of the payment history for your review.
At this time, the mortgage is due for the 11/27/14 Bi-Weekly draft and there are no funds
in suspense. As a result of the payment corrections on your account, your 11/27/14 Bi-Weekly
draft was not processed. The 11/27/14 Bi-Weekly draft will be drafted on
12/8/14, effective dated for 11/27/14. Upon receipt of your 11/27/14 payment, your
mortgage will be due for the 12/11/14 Bi-Weekly draft. No negative credit reporting
occurred or late fees assessed due to the above.
I have confirmed that the account has been updated to reflect that any additional
payments received before the Bi-Weekly draft is to be applied to principal only.

I hope I was able to fully address your concerns. We sincerely value your relationship
with M&T Bank and are committed to providing you with the highest level of service. If
you have additional questions, please do not hesitate to contact me at ###-###-####,
ext. 7809, with any concerns you may have.
Sincerely,

******* ****
Mortgage Customer Support
Retail Servicing
Enclosure
CC: Better Business Bureau


12/12/2014 Billing/Collection Issues
12/12/2014 Billing/Collection Issues
12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 29th 2014, I signed up for auto pay with M and T Bank for my mortgage payment. Upon signing up, I was not informed that my September 1st payment would not be drafted from my account. M and T sent me a letter in the mail stating that auto pay would not start drafting my account until October; however, I was not home to see that letter until early October. M and T left a voicemail on my phone on September 30th after 3pm, asking me to call them, but not stating urgency or reasoning, and by the time I received the message that same evening it was after business hours, and my September payment was already 30days late without me knowing. After signing onto the M and T website in early October, I was shocked to find that I was not only 30 days late on a payment, but my October payment had not gone through either, and was about to incur late fees! This was a Sunday night and the bank was closed on Monday for Columbus Day (which I discovered after being on hold "for the next representative" for 32 minutes, and then hanging up and then calling back and being told they are actually closed). I called again the next day, and spoke with a representative who was rude and unwilling to help resolve the issue, or even empathize with my situation. I have never even been late on a payment with M and T, and she treated me as if I was completely to blame and like I was trying to get out of paying my mortgage, which was absolutely not the case. I was able to get her manager on the phone, but he was also unwilling to try and find a solution. I have not been late on any payments to anyone in the last 25 years and I had an unblemished credit record and an excellent credit score until this incident. I am a super-responsible person and I always pay my bills on time. I would never deliberately miss a payment for any bill. In this situation, I had a perfect record with M and T, and they were unwilling to show their appreciation to a good customer by working it out so this incident would not show up on my credit report. I was unaware that the payment was late, and they made very little attempt to notify me. They should have called me sooner, or emailed me, especially since I am a good customer and this was obviously and oversight. Instead, they let the bill build up to 30 days late, and then call me late on the 30th day, late in the evening, with barely any time to call them back since I work until 4-5pm. I have worked hard my whole life to keep good credit, and now because of this isolated incident (that could have been easily prevented), my credit has this huge blemish that cannot be fixed for several years, unless M and T fixes it.

Desired Settlement: 30 day late mark removed from all three credit reporting agencies

Business Response:

Dear ***** ****,
I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the above referenced mortgage. I have been able to confirm that you enrolled in the automatic clearing house payment method
(ACH) via the My Mortgage Info website on 8/29/14. Upon completion of your enrollment you are provided a "Thank You" page which you are instructed and agree to print as a confirmation for your records. The "Thank You" page advises you of the first draft date on which the ACH will occur for your account. In addition, a confirmation letter dated August 29, 2014 was mailed to you. This letter confirmed that the ACH drafting would begin with the October 2014 monthly payment. I have enclosed a
copy of the letter for your records. Since the September 2014 monthly payment was not received, the account became delinquent. The ACH drafting will only draft if the account is current as stated in the ACH agreement. As the account was past due, the scheduled ACH payment for October 2014 did not draft.

I was able to confirm the following attempts were made to advise you that a payment had not been received for the September 1, 2014 due date:
• 9/03/14- An electronic monthly statement was sent to you.
• 9/17/14- An electronic monthly statement was sent to you.
• 9/22/14-A voicemail was left on the cell phone number listed in our records.
• 9/26114 - An attempt to call the home phone number listed in our records was made, but
there was no answer and no answering machine was detected.
• 9/30/14-A voicemail was left on the cell phone number listed in our records.
• 9/30/14- An attempt to call the home phone number listed in our records was made, but
there was no answer and no answering machine was detected.
• 9/30/14-A call back was received from the cell phone owner advising the cell phone
number listed was not registered to you.
I have enclosed a copy of the monthly statements sent to your e-mail address as requested for your records. I can see that you reviewed your account information via the My Mortgage Info website on 10/12/14 and contacted M&T Bank regarding the account status on 10/14/14. On 10/14/14, you submitted two monthly payments via the My Mortgage Info website to bring the account current and due for 11/1/14. In addition, you paid the September 2014late fee on 10/14/14 in the amount of$42.72. As a customer courtesy, I have requested the late fee to be removed and the funds previously paid mailed to you under separate cover. M&T Bank reports all factual information to the credit bureaus as required by the Fair Credit Reporting Act. I have not found that any errors have been made by the Bank regarding this credit reporting. If you have any other information demonstrating an error made by the Bank, we will be happy to research this further for you.
I hope I was able to fully address your concerns. We sincerely value your relationship with M&T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at *************** **** ****, with any concerns you may have. Sincerely,  ******* ****  Mortgage Customer Support  Retail Servicing Enclosures CC: Better Business Bureau  Complaint ID

Consumer Response:

Better Business Bureau: 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. M&T bank has continued to refuse to acknowledge that I have been a good customer and have never been late on a payment. I missed the September payment because of an oversight on my part, and have asked them to agree to adjust my credit report out of goodwill since this missed payment was obviously an accident and it does not accurately reflect my likeliness of ever missing another payment in the future (as mentioned before, I have not been late on any payments to anyone in over 25 years). This company keeps reciting the dates of notifications to me (although I have already stated I which ones I received, the others I did not receive for reasons unknown), and side-stepping what I have stated is most important to me, which my credit report.  Credit reports should let others agencies determine the relative risk of lending to a customer, and reporting a 30 day late payment does not help M&T, other agencies, or myself.  I have proven that I am reliable and highly unlikely to ever miss a payment in the future, and this missed payment was purely accidental and an isolated incident. I am aware of the fair credit reporting act that M&T keeps quoting, however I am also aware that they are able to make an adjustment out of goodwill so that my credit report does not reflect a 30-day late payment. I would understand their unwillingness to do this if I were someone that often does not make on time payments, but I am not one of those people and I believe that any company that truly values good customers would be willing to forgive a single, isolated oversight. Regards, ***** ****




Business Response:

Dear ***** ****, I am writing in response to your correspondence to the Better Business Bureau regarding the above referenced mortgage account. I understand that you are requesting M&T Bank ("M&T") to remove the negative reporting for the
September 2014 payment from your credit profile. With the exception of the September 2014 payment, M&T acknowledges your payment history does not reflect any other instances of delinquent payments since M&T began servicing the loan on
August 2, 2013. M&T is not able to submit "goodwill" corrections to the credit bureaus as we are required to report factual information to your credit profile per the Fair Credit Reporting Act. M&T has provided you with details to support that there was no bank error associated with the delinquency of your September 2014 payment in our previous response, dated October 29,2014. I hope I was able to fully address your concerns. M&T sincerely values your relationship and is committed to providing you with the highest level of quality service. If you have additional questions, please do not hesitate to contact me at 1-800-724-2224, ext. 7831, with any concerns you may have.  Sincerely,  ******** ******* Mortgage Research Retail Loan Servicing Enclosures
CC: Better Business Bureau  Complaint ID ********

12/4/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We moved from Baltimore, Maryland to Lowell, Massachusetts and shortly thereafter we were able to refinance our automobile loan with another bank. We went through all the proper procedures and we made sure M&T were paid in full so that they could transfer the title to us so that we, in turn, could turn the title over to the new holder. M&T Bank received their money on September 15th and after repeated calls to M&T Bank for the title of our car, we were told today to expect the title on October 28th. If M&T Bank received their money in a timely fashion is it too much to expect them to send a title which they no longer hold to us in one week? Two? It has been over a month and we have received no help from M&T Bank other than run-around phone calls, suggestions that they have lost the title or simple and rude comments about when we can expect the title in the mail multiple times. We were good customers, we paid on time, we paid above the minimums required and M&T not once offered to lower our interest rate. They were happy to collect their money and that's fine with us, business is business. We made sure M&T was paid in full. They got everything out of the deal they were supposed to get and the minute that happened we get zero assistance or competence from them in the least.

Desired Settlement: We want the title to our vehicle immediately, without delay. We want nothing else from M&T Bank.

Business Response: Dear ****,
Your recent correspondence regarding Ms. ******** ***** was brought to my attention for
review and reply.
The M&T Bank ("M&T") Installment Loan in question was paid in full on September 16, 2014.
M&T holds title for ten ( 1 0) business days after closure. As such, the title was mailed to Ms.
***** at ** ******* ******* *** ***, Lowell, MA 01854 on September 30, 2014. As of today's
date, M&T has not received notice that the title has been returned. I would recommend Ms.
***** inquiring with her local Post Office if she has not received the title.
On behalf of M&T, I apologize for any misinformation Ms. ***** was provided.
Sincerely,

******* *******
Customer Care Specialist
Office of the Customer Advocate

Consumer Response: Better Business Bureau:

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.

So the answer is "The dog ate my homework?"  Really?  That's the response.  M&T Bank is a million, if not billion, dollar corporation and they blame the Post Office for losing the mail?  I notice that nowhere in the reply from M&T Bank do they include a tracking number of any kind so that we could get to the bottom of this problem or should we simply call the Post Office with no information whatsoever and ask them to make the car title appear out of thin air?  What happens to M&T Bank customers when their bills aren't paid on time, when their mortgages are late or their deposits delayed, does the M&T Bank customer invent some fictional story about the Post Office being to blame?  

This response solves nothing.  It was a car title, it was an important piece of information and something that M&T Bank was paid to send us, we kept up our end of the deal.  M&T Bank got their money immediately.  We were able to make sure that they got their money and - in exchange - they blame the Post Office?  This is bullshit.  This is, at best, yet another case of corporate carelessness and a complete lack of concern for people or, at worst, M&T Bank is a haven for liars, cheaters and thieves.  

Regards,

******** *****




Business Response: Dear ****,
Your recent correspondence containing additional concerns for Ms. ******** ***** was brought
to my attention for review.
M&T Bank ("M&T") follows standard industry practice when mailing titles to customers.
However, if a customer does request to have their title sent via Certified mail, M&T can
accommodate this request and the customer would be assessed the fee for the mailing. As Ms.
***** did not contact M&T to request her title to be sent via Certified Mail, the title was sent via
USPS on September 30, 2014.
It is important to note that although Ms. ***** has a mailing address of Massachusetts, the
vehicle in question was titled in Maryland. In the State of Maryland, the owners hold their titles
and the lender (in this case, M&T) holds a Security Interest Filing. The State of Maryland will
accept lien release letters in lieu of the Security Interest Filing. M&T records indicate a lien
release letter was sent to Ms. ***** on October 15, 2014.
Sincerely,

Customer Care Specialist
Office of the Customer Advocate

Business Response: I spoke with Mike at M&T Bank and he stated an additional letter was also sent out on 10/15/14.

11/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We [hubby & I] closed out account [credit card] with M & T Bank. PAID THEM IN FULL.. They sending a bill to us.. I called them about this and the man I spoke to kept changing the story why we owe this money.. We paid in full so owe nothing!

Desired Settlement: To stop sending a bill we do not owe.

Business Response:

******** *** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** * ********

Dear ****,
Your recent correspondence regarding **** ******* was brought to my attention for review. Mr. ******* states he's been receiving bills for an account that was paid in full and closed. M&T Bank ("M&T") records show the account in question is a Revolving Line of Credit ("RVL") titled in the names of **** ******* and Ronald Hetrick. This account has not maintained a balance since 2007. However, the account was never closed, and per the original agreement, this account was assessed a $25 annual fee. The $100 bill that the ********s are receiving is for annual fees assessed in 2008, 2009, 2010 and 2011. M&T made changes to their RVL accounts in 2012 which included elimination of an annual fee. The annual fee was assessed and billed in December of each year. M&T records indicate the bills were sent to the address on file of PO Box 309, 503 N. Front Street, Liverpool, PA 17045, with nothing returned to M&T as undeliverable. Upon receipt and review of Mr. ********s correspondence to your agency, as a courtesy, M&T waived the $100 balance and closed the RVL as of November 19, 2014. Sincerely, ******* *******Customer Care Specialist Office of the Customer Advocate

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 8-15-2014 at the ATM located at ******** on Ritchie Hwy. 21225 I used the M&T ATM. I put in to deduct $400.00 but only received $200.00 after I noticed this the head cashier walked by and told me other customers had complained about the ATM and she was going to put an out of order sign on it, which she did I used my cell phone right there and called to report this. Was told my account would be credited back after 5 to 10 business days and they would check the banks transactions. I called a few days later because I did not think my account was credited but the service rep told me it was. She did not say that it was still under review. When I received the first letter after my talk with her I thought everything was OK. I have now received a letter saying my account is being charged the $400.00. It is basically my word against theirs. Per my phone call today I was told they are sorry but their records show the amount was given to me or someone. How do I know if the person checking the ATM saw what happened and kept the difference of $200.00. Something is very wrong with this system

Desired Settlement: DesiredSettlementID: Refund I feel M&T bank needs to credit my account back with the $200.00 and I also feel a very noticeable sign should be placed on ALL bank ATM's that when you use them you are doing so at what could be a very costly risk.

Business Response: ******* *** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** * ********
Dear ****, Your recent correspondence regarding ******* ****** was brought to my attention for review. On August 15,2014, Ms. ****** contacted the M&T Bank ("M&T") Telephone Banking Center to report a problem with an M&T A TM located inside ******** on Ritchie Highway in Brooklyn Park, Maryland. During the call Ms. ****** informed the representative she only received $200 of a $400 A TM withdrawal she had just transacted. The representative reviewed the account and, per M&T systems, the $400 withdrawal was debited from her account. As a result of the above information, the representative filed a dispute for the $200. An investigation began and M&T mailed a letter to Ms. ****** on August 18, 2014, advising her account was credited with $200 provisional credit while the investigation was open. M&T reviewed the ATM in question for an overage. After five (5) consecutive reviews, the machine balanced and did not show that it was holding an extra $200. Therefore, Ms. ******'s
dispute was denied and a letter was sent to her on September 17, 2014, advising of the denial and informing the $200 provisional credit would be removed on September 24, 2014. The ATM was reviewed once again on October 22, 2014, and was found to balance correctly. As a result, Ms. ******'s dispute remains declined. Sincerely,  ******* *******  Customer Care Specialist  Office of the Customer Advocate

Consumer Response: 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 did not get $400.00 from their ATM and yet they are charging my account as though I did.  How does one prove their ATM malfunctioned when they, the bank are the only one's there to review it?  I did not get to be there.  I called and reported it right away.  All I was told was  it would be under review.  Should I have tried again to see if it got stuck? What?  An employee of ******** came by and I told her what happened she shook her head and said other people had complained also. Said she was going to put a sign on it. If the ATM gave my money to the next person before the sign went on it , is it my fault?  Maybe when I called the bank the person I talked with should have said stay there until an out of order sign is put on it.  Someone got my $200.00, either the person from the bank when it was checked or the next customer. I am not going to stop trying to get my $200.00 back. I will write letters to the state attorney, to newspapers, to tv stations.  This is just wrong!  Maybe banks should have an employee present at all their ATM's but no that would cost them money. Regards, ******* ******** ******

Business Response:

******** *** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** * ********Dear ****,
Your recent correspondence containing additional concerns from ******* ****** was brought to my attention for review. As per Ms. ******'s original correspondence as well as her most recent correspondence, she states she utilized the ATM located inside the ******** on Ritchie Highway in Brooklyn Park, Maryland, to withdrawal $400. Based on Ms. ******'s additional concerns M&T reviewed this ATM and the machine remains balanced and did not show it was holding an extra $200. Therefore, Ms. ******'s dispute
remains denied.  Also, M&T is unaware of previous complaints received regarding this specific ATM. However, I have escalated this information to the appropriate parties. Sincerely, ******* *******  Customer Care Specialist  Office of the Customer Advocate

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Before I opened my account with this bank, I spoke to a sales representative at this branch and I told her that I have many times that pre-authorized charges comes in to my account that I'm not aware of such as car insurance payment and utility payments, and I asked her how will you handle this if there's insufficient funds to pay them, she told me that the bank will pay it for you and you have the option to deposit funds the same day and you will not be charged any fee. To be sure I'm not charged any fees I have set up Email alerts to send me my balance every day so I can monitor my account that everything is OK. On October 22 I see my email alert shows a negative balance in my account (a day before on October 21 my account showed a positive balance), I immediately checked the charge and I see that it was from my car insurance, (just to note that I have deposited funds for this charge in a different account, some how I was not aware of the account change at the insurance company) on the spot I took my car and I made my way to the branch and I deposited the missing funds, the next day I see a 38 dollars fee, I called them up why they charge me and they answer me simple "you do not have the option to deposit funds the same day to avoid paying a fee"

Desired Settlement: I would like the fee to be refunded to my account, and the representatives to be more honest what they say and not to full there costumers.

Business Response:

******** *** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** * ********Dear ****,
Your recent correspondence regarding Mr. ***** ********** was brought to my attention for review and reply. Mr. ********** visited the M&T Bank ("M&T") Branch located in Monroe, NY to open a new checking account on September 5, 2014. Per Mr. **********'s correspondence to your agency he states, upon account opening, he discussed pre-authorized charges with the branch representative who advised him to avoid an overdraft he may deposit funds the same day the overdraft occurs. Mr. ********** also advises he enrolled in M&T Email Alerts to alert him daily of his available balance. The M&T Email Alert is sent to Mr. ********** every morning and it will display the available balance as of that time. Mr. ********** states he received his daily Alert on October 22, 2014, which displayed a negative balance. However, the transaction that caused the account to overdraw was an automatic debit that was processed on the night of Therefore, when the debit was processed his account became overdrawn by $104.98. On October 22,2014, Mr. ********** made a $150 cash deposit via an M&T ATM at 10:15pm. As this deposit was made the day after the overdraft occurred, the account was assessed a $38.50 overdraft fee also on October 22, 2014.
As noted in the complaint, at the time of account opening Mr. ********** was given the choice of whether he authorized M&T to approve everyday debit card and A TM transactions when sufficient funds are not available in his checking account. Mr. ********** elected no, however, note that this does not impact the processing or fees for pre-authorized recurring bill payments (such as the insurance payment) or checks. For more information, please see the enclosed What You Need to Know about Overdrafts and Overdraft Fees. Although no bank error has occurred, as a courtesy, I have refunded the overdraft fee that was assessed on October 22,2014. A total of$38.50 was refunded to Mr. **********'s account on November 10, 2014. I would recommend that Mr. ********** also consider enrolling in our Low Balance Alerts which will alert him once his balance goes below an amount he chooses. This can be done via Mr. **********'s M&T Online Banking account or by contacting M&T at **************. I hope this information has been helpful and apologize for any misunderstanding. Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate Enclosure

11/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a bank account with M & T. Some time ago, I checked with M&T customer service to find out the balance I needed to keep to prevent service charges from accruing, and made sure I had well over this amount. Because this was not my primary account, I did not make any other transactions on this account for a period of a couple of years. During that time, without my finding out about it, the account type I had was discontinued, and was automatically changed to another account type. Despite the fact that other account types offered by M & T would have also had no service charges at my balance, the account was instead changed to an account with a minimum slightly above my balance (The limit was $5000, and my balance was $4800). With no action on my part, my account was now below the minimum balance. Then, for the next 20 months, a service fee of $14 - $14.95 (it changed at some point) was charged each month on my account. The branch manager, ******* ******* ************** has said that he could not refund more than three service charges. I believe that it was unethical on the part of M & T to change to an account with a service charge, especially when other account types were available without that service charge (I immediately changed to such an account when I discovered the problem).

Desired Settlement: I believe that the appropriate remedy would be to refund the remaining 17 service charges (around $270). While I acknowledge that the bank may have had the right to change my account type, changing it to one with a service charge when one without a service charge was available seems unethical, and I do not believe that I should pay for that action.

Consumer Response: ****** **** called and stated he spoke with ******* ******* and ******* offered him to refund half the fees  and split the difference if I would accept this and be done with it. I accepted this verbally but it is not satisfactory to me. I still want all the fees refunded in the amount of around $300 as I miscalculated in my original complaint when requesting around $270. I want all the service fees refunded.

Business Response: Dear Beth,
Your recent correspondence regarding Mr. ****** **** was brought to my attention for review. In 2003 , Mr. **** became an M&T Bank ("M&T") customer as a result of the ******** **** to M&T acquisition. At the time of acquisition, Mr. **** held a Relationship Checking account with Allfirst. The requirements for this account to avoid a $10 monthly service charge were: maintain an average daily balance of$1,000; maintain an average daily balance of $2,500 in combined checking, savings or money market accounts; or $7,500 in a consumer deposit account, installment loan or home equity account. Mr. **** maintained an average daily balance of $1,000 in his Relationship Checking account, therefore avoiding the monthly service charge. In 2004, Mr. **** signed up for an M&T Web Banking account. During his enrollment he elected to receive his statements electronically. Each month, Mr. **** is sent an email advising his monthly statement is available and instructs him to log into his Web Banking account to view the statement. Included within his November 2012 monthly statement was the enclosed disclosure titled Important Information Regarding Changes to Consumer Deposit Accounts. This disclosure informed customers who had Relationship Checking accounts that these accounts would be transitioned to an M&T Select account effective January 17, 2013. The M&T Select account requirements were different than the Relationship Checking account requirements. The differences included a $14 monthly service charge, instead of $10. The requirements to avoid the monthly service charge were an average daily balance of $5,000; $10,000 in combined balances or an M&T mortgage with an original amount of at least $100,000.  When the account changed to an M&T Select account, the balance was $4,822.63, less than the required $5,000 and Mr. **** did not have other accounts with M&T to help avoid the monthly service charge.  Included within Mr. ****'s November 2013 monthly statement was the enclosed disclosure titled Important Information Regarding Changes to Consumer Deposit Accounts. This disclosure informed customers who held M&T Select accounts that the monthly service charge was increasing from $14 to $14.95 beginning January 14,2014. On September 29, 2014, Mr. **** contacted the M&T Telephone Banking Center to discuss his account. During his conversation with the M&T Telephone Banking Representative, he requested a refund all monthly services charged to him since February 2013 . As a courtesy, the Telephone Banking Representative refunded three (3) of the monthly service charges (a total of $44.85) immediately, but was unable to refund anything additional. Also, the M&T Telephone Representative was able to change Mr. ****'s account type to a MyChoice account, which has an average daily balance requirement of $500 to avoid a monthly service charge. Mr. **** then contacted the M&T Hopkins Square branch located in Baltimore, Maryland. He spoke with the Branch Manager, ******* *******, regarding the remaining monthly service charges. After reviewing Mr. ****'s account, Mr. *******, as a further courtesy, elected to waive seven (7) additional charges, totaling a refund of $149.50. Even if you do not regularly use your account, you are encouraged to review your account statements on a regular basis. As a total of $194.35 has already been refunded to you, I am unable to provide any additional refunds  Sincerely, ******* *******  Customer Care Specialist
Office of the Customer Advocate
Enclosures

Consumer Response: 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.  For the reasons stated in my initial complaint, I still believe that I should receive a full refund in this matter. M&T changed my account from a type that had no fees to one that had fees, despite the fact that they could have changed it to a different account type (the MyChoice checking account, for example) without fees when they changed the account from a Relationship Checking account to a Select account. 

Ms. ******* states:
Mr. **** signed up for an M&T Web Banking account. During his enrollment he elected to receive his statements electronically. Each month, Mr. **** is sent an email advising
his monthly statement is available and instructs him to log into his Web Banking account to view the statement.Included within his November 2012 monthly statement was the enclosed disclosure titled Important Information Regarding Changes to Consumer Deposit Accounts. This disclosure informed customers who had Relationship Checking accounts that these accounts would betransitioned to an M&T Select account effective January 17, 2013."
When I look at my email from M&T from November 2012, I see no mention of any disclosures. The email from them, attached as a screenshot, mentions nothing out of the ordinary.When I go to the website and download the pdf of my Nov 2012 statement (a screenshot with the account number removed is attached), which is still available, there is also no such disclosure. I believe that going to the website and viewing the pdf of the statement should sufficiently cover "reviewing your statements."
It is only if I click to view the statement online that I see one link near the top of the statement with the text "Important Information regarding Changes to Consumer Deposit Accounts", sandwiched inconspicuously between an ad for personalized checks, and the contact link that is always in those statements. Nothing to indicate that it would necessarily affect one of my accounts.The link lead to the following document: https://www.mtb.com/Documents/estatementinserts/2012_1101_Price_Changes_R.pdf. This is a 16 page general document detailing ALL changes to ALL M&T accounts. Under item 6, the changes to my account (and I would have to remember the name of my account type, since it was not even in that online statement) are mentioned, but they hardly seem to have gone out of their way to make this clear. If one wanted to make sure that a customer did not notice a change to their particular account type while still technically notifying them, I can't imaging a better way than this to do so.
 In addition, Ms. ******* states in her closing paragraph "As a total of $194.35 has already been refunded to you, I am unable to provide any additional refunds." This number is incorrect--the total amount refunded so far is $149.50. I believe she double-counted the earlier refund of 3 service fees to arrive at the highest number. In conclusion, I believe that the notification of the account change was insufficient, and that M&T should refund all fees related to the change in account type. In addition 
Regards,  ***** ****




Business Response:

******* *** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** * ********
Your recent correspondence containing additional concerns regarding Mr. ****** ****'s previous complaint to your agency was brought to my attention for review. M&T Bank ("M&T") Statement Notification emails are sent to a customer's email address when their statement becomes available for viewing within their M&T Online Banking. Upon logging into M&T Online Banking and viewing the HTML or Quick View version of the statement, Mr. **** notes that he does see the referenced disclosure describing changes to M&T accounts. Mr. **** can find his account name on his Online Banking account summary and detail pages. Mr. **** had the opportunity to review his transactions, including any fees, each month upon receipt of his monthly statement, or more often using the transactional detail provided within M&T Online Banking. Concerns related to the fees were not raised between the effective date of January 17,2013, and September 29,2014. M&T has provided refunds for 10 (ten) fees.
As Mr. **** had previously elected to receive his statements electronically, nothing was sent to him via USPS. However, Mr. **** does have the option of changing the way his statements are delivered. If he is interested in changing from electronic statements to paper statements this can be done in Online Banking or he may contact the M&T Telephone Banking Center at 1-800-724-2440, Monday- Friday 6AM-9PM, Saturday and Sunday 9AM-5PM. Upon review of my previous response there was an error in what was noted for the total amount refunded. Please note the entire monthly service refund amount provided to Mr. **** was $149.50. I apologize for the error and any confusion that may have caused. At this time M&T is unable to provide any additional refunds. Sincerely,  ******* ******* Customer Care Specialist Office of the Customer Advocate

11/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I applied for a Home Equity Line of Credit and was denied based on information on an EXPERIAN credit report. I advised the bank that some information on the report was INCORRECT and that I had spoken to a contact at EXPERIAN whom I also got through a BBB complaint and that information on my report had been updated. The M & T people have refused to cooperate insisting that getting updated information would put an another inquiry on my credit report. Also I believe Experian on its own has sent or will be sending an updated report to M & T. I believe under the Fair Credit Reporting Act I am entitled to have this done and should not harm my credit score.

Desired Settlement: I would like M & T Bank to reconsider my application after getting the updated information. I do NOT believe I have been delinquent on any credit accounts since at least August 18,2010 when a Chapter 7 bankruptcy was discharged. Anything listed as delinquent after that date I believe is part of the bankruptcy discharge and I do not legally owe it.

Business Response: Dear ****,
Your recent correspondence regarding Mr. ******** ******* was brought to my attention for review and reply.  On September 17, 20 14, Mr. ******* contacted M&T Bank ("M&T") with a request to apply for a Home Equity Line of Credit ("HELOC"). The application was taken via telephone with a Telephone Sales Representative. On September 18, 2014, M&T Underwriters reviewed Mr. *******'s credit history. Upon their review they discovered Mr. ******* filed for Bankruptcy in 2010, a late mark was showing on his mortgage account in 2014, and several delinquencies on other accounts were showing in 2012. As a result of these findings, along with a high revolving usage and recent inquiries, the application was denied and a declination letter was mailed to him. On October 1, 2014, Mr. ******* contacted M&T's Consumer Credit Department advising the information related to the late mark on the mortgage and delinquencies in 2012 was incorrect. Mr. ******* also advised that he recently filed a complaint with Experian regarding the incorrect information on his credit report, and that Experian removed the incorrect information. As a result, Mr. ******* requested that M&T re-review his application. Per his request, Mr. *******'s application was re-reviewed by the M&T Underwriters on October 8, 2014. Although the delinquencies from 2012 and the late mark on the mortgage from 2014 were removed, the application remains denied as a result of the Bankruptcy filed in 2010, high revolving usage and
several recent inquiries. A new declination letter will be sent to Mr. ******* reflecting the above declination reasons.  I hope this clarifies the matter.
Sincerely,  Customer Care Specialist  Office of the Customer Advocate

Consumer Response: 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. The response doesn't indicate whether M & T received a corrected credit report from experian or what has to change before they will reconsider the application. Once I am given this information I will be satisfied. Regards,  ******** *******

Consumer Response:

I want to be sure they have in fact done that(received and reviewed  a REVISED EXPERIAN REPORT) and what if anything on my report they consider negative since August 18, 2010 and what  they want to see changed before I apply again so I know when and if I should do so.  I want to be certain they have an accurate credit report.   ******** *******

Business Response: Dear ****,
Your recent correspondence regarding a request for additional information for Mr. ******** *******'s complaint to your agency was brought to my attention for review. On October 21, 2014, ***** **********, M&T Bank ("M&T") Senior Underwriter, contacted
Mr. ******* to discuss his recently declined Home Equity Line of Credit application. Ms. ********** explained that a new credit report was pulled and the delinquencies he disputed with Experian were now showing removed. However, as his revolving usage is still high and he has had several recent inquiries and a Bankruptcy, the application would remain declined. Ms. ********** informed Mr. ******* that for reconsideration, she would recommend him having  at least 12 months paid as agreed credit, lower revolving usage and fewer inquiries. M&T cannot provide a copy of Mr. *******'s credit report directly to him. Instructions on how to obtain this information was provided with the declination letter given to Mr. *******. Sincerely,  ******* ******* Customer Care Specialist
Office of the Customer Advocate

11/14/2014 Problems with Product/Service
11/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Dear Sirs, I hope is well. I have been a loyal M and T bank customer for over 20 years at the * branch. In the last two years the customer service at the branch has gone from bad to worse at the drive through window and with the manager. The problem stemmed from the one of the windows breaking down and the lack of appropriate staffing. The low point is when I was waiting over twenty minutes for a simple deposit which for a business banking customer is unacceptable. I spoke to the manager about the lack of professionalism of the staff (no hello or goodbye during the transaction) and the long delays and he explained that the drive through teller was in charge of the normal walk up customers as well as the drive through customers. He said that he could not do anything about that. The other problem was when I went into the branch to speak to * to talk about my business line of credit and my commercial loan. I left a message with the supervisor at the time. She assured me that he would return my call. I received no call or explanation. I stayed with the M and T for two years hoping it would improve and it did not. I was forced to go to find another bank which is much further than the M and T branch (located across the street from my office). I was informed by the branch manager * that the payment penalty for early payment of my consumer loan (*) would be 2,400 dollars and a penalty of 241.44 on consumer loan *. I would not have left M and T bank on my own. I had no choice but to leave since I could not easily make deposits or discuss my account with the management staff. I had to refinance my commercial loan at a higher rate at a different bank.

Desired Settlement: I would like a the 2640 in prepayment penalties to be waived considering the reason for me leaving M and T bank. Thank you for your kind consideration. Regards, *

Business Response: Consumer contacted BBB to state the complaint has been resolved.

Business Response:

******** *** **** ****** ******** ****** ***** **** *** ****** **** ***** ******** ** ***** *** ********* *** ******** **** *****
Your recent correspondence regarding Dr. ***** ****** was brought to my attention for review and reply. Dr. ******'s desired resolution is for M& T Bank ("M& T") to waive the prepayment penalties in the amount of $2,640 given the reasons for his departure as a customer of M& T. Upon receipt of Dr. ******'s complaint, I escalated to the Regional Manager, ****** **********, and requested assistance on resolving the matter. Ms. ********** advised she had contacted Dr. ****** on Friday, October 31, 2014, regarding the customer service concerns and his request for a waiver of the prepayment penalties in the amounts of $2,400 and $241.44. Within the conversation, Ms. ********** asked Dr. ****** if he was aware of the prepayment penalty fees. He confirmed he was
aware of them but advised as a longtime customer, he was still requesting a waiver of the penalty fees. Ms. ********** advised she would work with the Market Manager and would subsequently contact Dr. ******. Ms. ********** contacted the Market Manager, Steven *****, and they decided that they would not waive the entire amount of fees as Dr. ****** was voluntarily choosing to leave M& T and was aware of the fees prior to his decision. However, they agreed to waive 10% or $250 of the total penalties. Ms. ********** relayed this information to Dr. ****** on Monday, November 10, 2014. Dr. ****** declined the offer and requested Mr. *****'s's contact information. On November 12, Mr. ***** spoke to Dr. ****** and reached an agreement to waive half of the prepayment penalty fees. Mr. ***** indicated that Dr. ****** was satisfied and appreciated the assistance. I hope this clarifies the matter. Sincerely, ***** *********  Customer Care Specialist
Office of the Customer Advocate

11/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We used the Fredericksburg VA branch of this bank to process our loan because of the relationship they had with our builder and the discounts they were giving us, but that was a HUGE mistake. I am active duty military and had already shopped around with other large-scale and local lenders (**** **** ***** ***** ****** ******* ******* ***** ******* ** ******** ******** ********e, and several other builders lenders in the area). I knew exactly what the rules were for the VA loan and how much I could use for my second VA Loan. After a few phone discussions with ******, I was assured that she was a VA Loan master and that the other lenders were probably not using the correct formulas, so she could probably get me into the loan with $0 down where the others were requiring $35,000 down. I thought "This is GREAT!" and we began our application process. After talking with my Realtor who told me to be cautious of what ****** had told me, I followed up with an email to ****** that said point-blank, "I want to confirm that you can get us into this loan with no money out of pocket". The intent being that if she ran the numbers and found problems we would have several months to liquidate other assets and funds to make available in a systematic process... She responded with a few scenarios that used our deposit money as leverage on the interest rate and principle of the loan, but she needed a copy of my VA cert of eligibility. I told her which option we wanted to use, and gave her a current copy of my cert of eligibility. This is all in an email chain. We didn't hear back from her for over a month... She sent us an email out of the blue saying that we were well withing the 60 days to closing mark and that we needed to push this loan through ASAP so that we could ensure the money was there by closing, and that I would need to come up with a $35,000 down payment... ... ... I was flabbergasted!!!!!!! I simply told her NO, that was unacceptable. I ended up having my wife finish the transaction because I was so infuriated. Not only did she not process the request to look over my Cert of Elig. and get back with us, she forgot about our loan "Claiming that she thought we were going to use another bank..." so she had to give us another ~$4,000 credit to keep the quoted interest rate. We had to jump through hoops and scramble to get the extra money in time which almost caused us to miss the closing date, which for a military family moving from San Diego to the area could be devastating, having to stay in a hotel for extra days while we wait for the paperwork to be finished. I went back to ensure that I didn't miss anything in the email chain and I had in-fact emailed both ****** and her assistant, I had told them specifically "We would like to go forward with option 'C', and here is our COE". I was frustrated because multiple times I told ******, you are the ONLY BANK that is stating that I can purchase this home with no money down(Creating the perception that that I could, by only telling me what I wanted to hear, and not covering all of the possible outcomes...), but repeatedly she claimed that she was an expert and that the other banks were probably using the wrong formulas. I was forthright with her about all of our financial information, and I provided all the information in a timely manner so that we would have known up front what we needed but she completely let us down, and changed our personal financial landscape drastically, because of the unplanned liquidation of other assets. In my opinion this was completely unacceptable and completely preventable. They were NOT VA Loan experts, actually the opposite was more true and I have turned multiple friends away from your bank so they do not have to go through the same issues. In the end I wished that we would have used another lender, I don't think the discounts equaled the pain it took to get the loan processed.

Desired Settlement: The development of a standard process where military members are give ALL possible outcomes up front, not at the last minute. A relationship built on trust, and not having my bank tell me they can do one thing when they cannot. I would like a written letter that addresses all of these issues or I will continue to turn my friends, family and associates away from your company.

Business Response: ******* *** **** ****** ******** ****** ***** **** *** ****** ***** ***** ******** ** ***** *** ******** ********* ***** **** ******** ** *********
Dear ****:
Your recent correspondence regarding Mr. **** ******* has been received by M&T Bank ("M&T") and brought to my attention for review and reply. In March 2014, Mr. ******* contacted Ms. ****** *****, Vice President in M&T's Fredericksburg, Virginia office, about a Veterans Affair ('VA") loan. Ms. ***** spoke to Mr. ******* about the possible loan options that that may be available to him. Mr. ******* did not apply for a loan with M&T at the time. On April 11,2014, Ms. ***** received Mr. *******'s Certificate of Eligibility ("COE"), and informed him that she would do everything that she could to obtain a 100% financing of his loan through the VA. Mr. ******* informed Ms. ***** of his intent to reach out to other lenders in order to obtain the best options available to him. On May 15,2014, Ms. ***** received a closing schedule from **** ***** ***., which indicated that a closing was set for July 3, 2014. It was at this time that Ms. ***** contacted Mr. ******* to begin the loan application process. Ms. ***** informed Mr. ******* that he would need to put down about $30,000, based on the COE that was provided. Ms. ***** further informed Mr. ******* that because they were within 60 days of closing, the rate could be locked in at any time, once the loan was registered on M&T's system. Mr. ******* notified Ms. ***** of his concerns with the money that he would have to provide, as it did not coincide with the prior information he received. Ms. ***** informed him that because of entitlement he used on his existing California VA loan, Mr. ******* was not able to receive another maximum financed property. As such, the VA would not cover the full 25% guarantee of the loan, and Mr. ******* would be responsible for any balance that was not covered by the VA. Ms. ***** further explained that it was her intention to try and obtain a 100% financing of the second home, which is why she did not initially indicate that Mr. ******* would need to bring any funds to closing. Ms. ***** was also under the impression that if she could not guarantee
the 100%, that Mr. ******* wouid nut pursue a loan with M&T. Unfortunately, based on the COE and Mr. *******'s notification of his intent to keep his California home, Ms. ***** was not able to obtain the financing option from the VA that Mr. ******* was seeking. Due to the confusion pertaining to the down payment and origination of the loan, Ms. ***** applied a lender credit to the origination charges and eliminated M&T's lender fees. In addition, she re-ran the two (2) formula options that were available, in order to provide Mr. ******* with the lowest down payment option available. On May 20. 2014, Mr. ******* locked into a rate of 4%, and requested that M&T process the application as soon as possible, as he still wanted to complete the closing by July 3, 2014. Ms. ***** notified Mr. ******* of the documents needed to proceed with the application. Mr. ******* informed Ms. ***** that he had applied with **** ******* ****** ***** for a Home Equity Loan, and did not believe that the Home Equity would go through if there were two (2) applications pending. On June 2, 2014, Ms. ***** received confirmation from Mr. ******* that the loan could be processed, and on June 4, 2014, the application was entered into M&T's mortgage origination system. Ms. ***** notified Mr. ******* that the application was registered and locked. On July 2, 2014, Mr. ******* closed on his loan with M&T, and based on the credits that were able to be applied, was required to bring $22,768.4 7 to the closing. If Mr. ******* has any questions about the servicing of his loan, he may contact M&T' s Mortgage Servicing Team at 1-800-724-2224.  Sincerely, ***** ***** M&T Bank Customer Care Specialist Office of the Customer Advocate

Consumer Response: 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. The response from M&T Banks does nothing to address the issues that I mentioned in my original complaint.  All that was provided was half of an outline of the loan application process, I say half because much of it was left out.  The reason we are even going through this process is because M&T failed to manage expectations and even though I fully disclosed everything that all the previous lenders had said about down payment requirements (that it would be about $35,000), ****** said that she was very experienced and that those lenders were probably using the wrong formula...  On 11 April, she was trying to run numbers to let us know what each of the options would be but she was having difficulty accessing my VA COE so I sent her an email with the COE and told her that we would most-likely be using option 3, with the understanding that she would run the final numbers so we could get accurate information on the loan, she said that was all that she needed to pull the numbers.  I gave that to her so she could pull the numbers and get back with me. ****** simply failed to get back with me about the final numbers and left me expecting a loan that would require little if any down payment.  That failed to give me the appropriate amount of time to move other assets around, which necessitated us being required to get a home equity line of credit to cover closing costs.The point of the compliant is that the bank failed to manage expectations appropriately and failed to keep communication flowing which almost caused us to not be able to move into out home on time.  They are still failing to address my concern now.  My concerns still remain and I don't want any other customer to have to go through this kind of experience. Regards, **** *******




Business Response: Dear ****:
Your recent correspondence regarding Mr. **** ******* has been received by M&T Bank ("M&T") and brought to my attention for review and reply. As stated in our prior response of October 14,2014 (see attached), Mr. ******* provided Ms, ****** *****, Vice President in M&T's Fredericksburg, Virginia office, with a copy of his Certificate of Eligibility ("COE") on April 11, 2014. Upon receipt of the COE, Ms. ***** spoke with Mr. ******* and informed him that she would do everything possible to obtain a 100%
financing of his loan through the VA, thus requiring little or no funds to be brought to closing. Upon review of the COE, it was found that Mr. ******* had used a large portion of the entitlement on a VA loan for his property located in California. As a result, there was little remaining to be put toward the home he was looking to purchase in Virginia, and the VA would not provide a second 100% financing for the new loan. Ms. ***** spoke with Mr. ******* about the different options and the funds he would need to bring to closing. Mr. ******* informed Ms. ***** that he would be able to use the funds he had in his savings toward the closing costs. Mr. ******* also informed Ms. ***** that he was still reaching out to other lenders, so Ms. ***** was not aware of his decision to close with M&T until she received the closing schedule from **** ***** ***. on May 15, 2014. Because M&T had not heard from Mr. ******* regarding his intent to apply for a mortgage loan with M&T for some time, upon receipt of the closing schedule, Ms. ***** contacted Mr. ******* about beginning the application process, and reiterated that he would need to put down approximately $30,000, based on the COE and the formula's that she ran for his loan. Mr. ******* told Ms. ***** to hold off on the processing of the new loan, as he had decided not to use his savings for the required funds. Instead, he had applied for a Home Equity loan on his California property, and he did not know if the Home Equity application would go through if a second loan application for the property in Virginia showed pending. Ms. ***** held off on the processing of the application until June 2, 2014, when Mr. ******* notified her that the Home Equity was completed, and indicated his intent to apply. M&T processed Mr. *******'s loan as quickly as possible to meet the expected closing date of July 3, 2014. On July 2, 2014, only one month from Mr. *******'s application date, Mr. ******* closed on his loan. M&T was able to provide Mr. ******* with a better interest rate at closing than when he began the application process, and the required closing costs were reduced by more than $7,000 than the amount originally quoted. In addition, as the property that Mr. ******* was purchasing was a newly built home, a final occupancy permit was required before Mr. ******* could move into the property. M&T guaranteed the permit would be received no later than seven (7) days from the closing date, which allowed Mr. ******* to move into the property immediately upon closing.
If Mr. ******* has any additional concems about his loan, he may contact M&T's Mortgage Servicing Team at 1-800-724-2224. Sincerely, ***** *****
M&TBank Customer Care Specialist

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This past month with M&T Bank has been brutal. Earlier in the month, M&T charged me $154 in fees due to a 1-time issue. Even though, they refunded me a 1/4 of it, they refused to make a courtesy to refuse the rest. Then after fraudulent charges were made on my debit card, I had another terrible experience with M&T. I called M&T to get information on the Merchant and all they could tell me was the name. I was ADVISED to file dispute on the charges that were not accurate. They did that and issued me a provisional credit. In the meantime, I reached out to the merchant and explained that my bank had taken care of it. As a courtesy, they credited me the amount I legitimately spent. Upon seeing that credit, M&T Bank reversed the disputes. I called on Friday afternoon and explained the situation. I spoke to maybe the most friendly person I've dealt with at M&T and explained everything. She was awesome, but told me the dispute department closes at 4:30. She said she would annotate the system and it would all be straightened out for me. Upon calling back today, I was told that they couldn't do that. I was flipped back and forth on hold as the representative talked to the dispute department. When asking if I could speak to them, she informed me they only communicate with customers via FAX. I asked her what year it was. Then she told me that the dispute department only looks at "facts", and was essentially calling me a liar. Upon asking to speak to a supervisor and getting absolutely nowhere, I hung up. 45 minutes of my life wasted. Overall, there were only $115.25 of charges. I had disputed $76.25 and the merchant had refunded me the other $39.00. Under no circumstance, was I trying to "double dip" and am frankly offended that I was even accused of that. So within the past few weeks, by CHOOSING to do business with M&T, I am out over $200 and several hours of my time.

Desired Settlement: As a consumer, dealing with large entities, we are completely at your mercy. Having a bank that goes to bat for you speaks volumes and is worth much more than money. When a customer was legitimately wronged, and they can't rely on their bank, it's time to find a new bank. All I ask is that M&T revisit their policy on disputes, and the fact that customers cannot speak to anyone within the department. It's a huge waste of time, and extremely frustrating.

Business Response: Dear ****,  Your recent correspondence regarding Mr. **** ****** was brought to my attention for review.  On October 16, 2014, Mr. ****** contacted the M&T Bank ("M&T") Telephone Banking Center to report three (3) unauthorized transactions that posted to his account. These transactions posted on October 10, 2014, in the amounts of$19.50; $19.50; and $37.25 from ***** ******* Concessions (the "merchant"). Mr. ****** requested to file a dispute on the three (3) transactions. As a result, an investigation began and Mr. ****** was provided with provisional credit in the amounts of$19.50;  $19.50; and $37.25 on October 17, 2014. On October 20,2014, the merchant credited Mr. ******'s account in the amount of $39. As a result of the merchant credit, the dispute was denied. A letter was mailed to Mr. ****** to inform him of the denial and to also inform the provisional credit would be reversed on October 27, 2014. The M&T Investigator assigned to Mr. ******'s dispute erroneously miscalculated the
original dispute amounts, and the entire provisional credit was reversed. However, the remaining $37.25 transaction should have remained open for further investigation. Upon receipt of Mr. ******'s correspondence to your agency, M&T reviewed Mr. ******'s
account in attempts to reopen the dispute for the $37.25. However, on November 3, 2014, the merchant provided an additional credit to Mr. ******'s account in the amount of $76.25. On behalf of M&T, I apologize for the error made and for any inconvenience this may have caused Mr. ******. Sincerely,  ******* ******* Customer Care Specialist  Office of the Customer Advocate

11/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a loyal customer of M&T bank for many years. Today, I went to the grocery store to buy food for my family and was told at the checkout that my bank card was denied. I contacted the number on the back of the card, but the bank line kept hanging up on me and stated that they were closed. The grocery store manager tried ringing me up at another register but my card was refused there too. Anyway, after suffering extreme embarrassment, I got home and found another number for reporting fraud (not on my card), and low and behold, a live person by the name of ***** answered the phone. The mouthy rep stated that there was fraud in my area and that I should have just provided my pin # to the merchant. I don't think it’s okay to force customers to give out additional pin information putting their account and their personal assets at even greater risk. And I especially don't think it's okay that I was expected to telepathically receive this mandate from them. I am very, very upset with this organization and do not think that they should be allowed to hold on to funds (steal) at their convenience. At the very least, they should have taken my call at the store to validate my identity.

Desired Settlement: 1. Update the back of the check card with phone numbers that route to a customer service department that is OPEN. 2. Stop withholding funds from account owners. 3. Acknowledge their mistake and make it right.

Business Response: ******* *** **** ****** ******** ****** ***** ***** ********* ******* * ** ****** ***** ***** ******** ** ***** *** ********* ** * ********
Dear ****, Your recent correspondence regarding Ms. ***** ******* was brought to my attention for review and reply. On October 5, 2014. Ms. ******* contacted M&T Bank ("M&T'') after her debit card was declined at the Point of Sale ("POS"). Upon research, it was determined Ms. *******' card was being used through Visa without the use of a Personal Identification Number ("PIN"); it was declined based on parameters set within the fraud detection systems of M&T. Ms. ******* contacted the M&T Telephone Banking Center ("TBC") and the representative was able to provide an exception for Ms. *******' card in order to allow it to bypass the aforementioned parameters for two (2) days. The alternative option provided was to enter her PIN when doing these transactions. Periodically, M&T adjusts the parameters in the fraud detection system to protect against potential threats. M&T takes the privacy and security of our customers very seriously; however, we also want to ensure customers do not experience any inconvenience making transactions. On behalf of M&T, I sincerely apologize for the inconvenience and embarrassment this caused Ms. *******. Per Ms. ******* ' desired settlement, she requests that M&T updates the back of our Check Card with a more accessible phone number to our TBC department. M&T takes customer feedback seriously to minimize any negative impact to our customers. Please know that the M&T TBC is open Monday- Friday 6:00AM-9:00PM; Saturday and Sunday 9:00AM - 5:00PM (EST); and the telephone number to call is **************. Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   My original complaint was specific to the first time the bank denied my POS purchase attempt for groceries on 9/28/14. However, the response sent to me referenced only the second time that M&T denied my POS purchase attempt for groceries on 10/5/14. After the first fraud alert was lifted on 9/28/14, I was able to use my card throughout the week on other POS purchases with no issues.  However, my card was declined at the grocery store again on 10/5/14.  After I was embarrassed and humiliated again, I contacted the Fraud hotline # located on the website.  A rep by the name of ***** stated that there was a high fraud alert placed on the grocery merchant “*****”, not just the particular store but the entire chain.  I was told that a fraud alert would “be placed on my account anytime I shop at *****”. The only way they will give me access to my money is if I “use my pin #”, which of course puts me at higher risk of fraud.  The rep took the alert off for the second time, but assured me that it would be placed on my checking account again if I go back to *****. M&T Bank is placing FRAUD alerts on customer's accounts when they attempt to shop at ***** Foods grocery.   They will not allow POS purchases at ***** Foods and therefore refuse to provide their customers protection from fraud.  I am asking that they provide me with the same level of service regardless of where I decide to conduct business.  Regards,   ***** *******

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the life of my FHA mortgage, I have been paying my homeowners insurance directly to the insurance company. M&T took over my loan from **** of ******* (by no choice of mine) automatically. I paid my insurance as I always have and then M&T paid it from my escrow without authorization so it was paid twice. I do not want them to pay my insurance out of escrow and they said it is an FHA requirement. According to FHA it is not. I have always paid it myself. Can you please help? Thank you.

Desired Settlement: I want to pay my homeowners insurance directly and do not want it paid from escrow.

Business Response: ******** ** **** *** **** **** ***** **** ***** **** *** ******** ******* *** ******** ************** ******** ************ ***** **** ***** **** *** ******** ** *****
Dear *** ****,
I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the above referenced mortgage. Your mortgage was acquired from **** of ******* by M&T **** on August 2, 2013. The collateral property is a condo and has a Master Condo Insurance policy through ****** **** & ******. We have reviewed our prior decision requiring you to escrow your H0-6 insurance policy. The mortgage closed on September 24, 2010; therefore, M&T **** will not require the H0-6 insurance policy to be escrowed even though it was at origination. A H0-6 policy is a personal insurance policy on a Condo loan that includes coverage for inside the structure. M&T **** disbursed payment on 9/4/14 to Security First Insurance Company in the
amount of $163.75 for the H0-6 policy. Per the insurance company's rules, as they received your payment second (in the amount of $176.75), they returned the funds to you directly on 9/18/14. An updated escrow analysis will be completed to reflect the removal of the disbursement for the H0-6 hazard insurance policy. Per the escrow analysis, the monthly payment will be effective with the 12/1/14 payment. A copy of the escrow analysis will be sent under separate cover.  If you wish to add the H0-6 hazard insurance back to escrow in the future, please contact M&T ****'s insurance department at 1-888-882-1847. I apologize for any inconvenience you experienced regarding this issue. M&T **** strives to provide the best customer service experience at all times. I hope I was able to fully address your concerns. We sincerely value your relationship with M&T **** and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at **************, ext. 7809, with any concerns you may have.  Sincerely, ******* **** Mortgage Customer Support Retail Loan Servicing CC: Better Business Bureau

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards, *** ****

10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/8/14 I went into the Columbia 100 M&T branch to make a deposit at the ATM. The machine started to malfunction after depositing my cash and check where as though a quarter plus one of my bills had return out of it. I then waited for several minute for my transaction to be complete but then an error message displayed on the screen stated that my transaction can't be completed at the ATM and enter the branch to complete the transaction. I enter the branch and was told that the Branch Manager wasn't present but someone would contact me before the end of the day. Later on that evening the Relationship Banker contact me informing that I needed to file a dispute against the ATM that following Monday. August 11 I return to the branch to file the dispute with the Branch Manager. I was displease to hear that an investigation would take place but it would take 30 days to complete. I would have access to a provisional credit but that could take up to 2 weeks to show in my account do to the overload of claims in that department. Without going into full details the provisional credit was applied to account several day after filing the dispute. On 9/15/14 I receive a document from M&T dispute department informing me that the investigate was completed and the transaction as accurate. The provisional credit of $835.68 and any waived fees would be reverse on 9/18/14. After reading the document I immediately contact the Banking Center to speak to someone in the dispute department concerning this matter. Later to learn that M&T were stating that they didn't recover my check nor money from the ATM and no further investigation would be done. Frantically, I had to contact the banking center several time to speak to right individual to advise me the necessary steps to take in order to possibly get my dispute claim reopen. The branch where my dispute was file had no answers for me and question if I make my deposit at there location. However I had an police officer called to the branch to obtain a police report. Account_Number: **********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I requested a copy of the first and finally investigation documents. I was uncertain at the time and still is with the amount of money that I deposit into the ATM machine. I want my dispute claim reopen to determine the accurate amount of money that was deposit into the machine at the time of my transaction as told by the Branch Manager. Plus a settlement for all the pain, frustration, and suffering I had to go through in order to get my account

Business Response: Dear ****,
Your recent correspondence regarding Ms. ******* ***** was brought to my attention for review and reply. On August 8, 20I4, Ms. ***** contacted the M&T Bank ("M&T") Telephone Banking Center to report a malfunction at an M&T ATM. Ms. ***** informed the representative that as she was making a cash and check deposit at the ATM located on Ritchie Highway in Baltimore, Maryland, the machine began to malfunction and although the machine took her deposits, her account was not credited the $I35.68 check deposit and the $700 cash deposit. The Telephone Banking Representative filed a dispute for Ms. ***** and submitted the dispute for investigation. M&T issued Ms. ***** provisional credit in the amount of $835.68 on August 12, 2014, while the investigation continued. M&T then monitored the ATM referenced above for an overage. On August 12, 2014, the check Ms. ***** deposited was located. However, as M&T already provided Ms. *****' account with the amount of both the check and the cash deposit, no additional funds were credited. The ATM Dispute Team was notified of the check finding and therefore, continued to investigate the $700 cash deposit. The A TM machine was monitored once a week through September 10, 2014, and no overage was found. As a result, the dispute was denied on September 11, 2014. Ms. ***** was mailed a letter advising her dispute was denied and the provisional credit would be removed on September 18, 2014. The provisional reversal on September 18, 20 I4, was for the amount of $700. The $135.68 remained as this check was located as notated above.  After receiving the denial letter, Ms. ***** responded to M&T via mail correspondence with a request to reopen the dispute. M&T reviewed her request and confirmed the correct ATM was monitored and no overage was found after five (5) weeks. However, the machine was checked again and an overage was located in the amount of $700 and on September 19, 2014, Ms. *****' account was credited with the $700.  Upon further review of Ms. ***** account it is important to note that all overdraft fees associated with the missing deposits have been refunded.  On behalf of M&T, I apologize for the delay in resolution. I hope this information has been
helpful.  Sincerely, ******* *******  Customer Care Specialist    Office of the Customer Advocate

Consumer Response:

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.
Regards, ******* ***** 

Dear ****,   Notice in the response from Ms.*******  that most of the information mention was inaccurate.  Some facts weren't mention but were documented by the representatives at the M&T Banking Center per conversations.With that being said, I'm question if a thorough investigation was never done. I am extremely disappointed as a valuable customer of M&T that I had to go through several obstacles in order to try an obtain a resolution with this matter. On August 8, 2014 I did contact M&T telephone Banking Center to inform them about the ATM malfunction issue that I sustain at the Columbia 100 branch because at the time the Branch Manager nor banking administrator were present to address the situation. My transaction took place at the Columbia 100 in Columbia, MD not the Ritchie Highway Branch in Baltimore, MD. Nevertheless, Ms. ***** *******( Relationship Banker) did contact me that evening of the 8th of August an informed me to return to the branch on Monday August 11 , 2014 to file a dispute against the ATM.  On August 11,2014 I return to the branch to file an ATM dispute with **** ******** (Branch Manager). I also mention to him that I was unaware of the cash amount that I deposited into the machine. Mr. ******** assured me not to worry because after the investigation was done I could request to reopen the dispute to determine the accurate amount of my deposit. Mr. ******** was very persistent with retrieving the $135.68 check from the ATM machine to deposit it into my account but I insisted that the check stay in the ATM until the investigation was completed. The provisional credit of $835.68 was place in my account on August 12,2014 however I received a document on September 15, 2014 stating that the provisional credit of $835.68 would be reverse on September 18, 2014. On September 16, 2014 I contact M&T Banking Center/Dispute Department several time to get some answers concerning the document I received but no one could be of any help. I had no knowledge on what to do, my deposit had just vanish out of the ATM machine and the most upsetting part of matter was that within conversation with majority of M&T representatives they were quite rude and unprofessional about the situation. Finally a supervisor from the Banker Center advise me to file a police report so that a copy of the surveillance tape could be retrieve for the date of my transaction .  That same day I returned to the branch to have my questions address about the credit reversal document before filing a police report. Ms. *******( Relationship Banker) assisted me with not much knowledge of knowing what to do after reading the document and looking up my account. She engaged in several conversations with Mr. ******** (Branch Manager) about the concerns. Ms. ******* requested that I contact the company who issues the check to get a copy of it. Upon contacting the company a copy of the check was faxed over immediately to Ms. *******. Ms. ******* then search for the check and was still unsuccessful with locating it.  Ms. ******* before my departure informed me to contact Wells Fargo the check distributor financial institution to trace the location of the check because M&T didn't have any evidence of the check being deposit at all. She even question if I was certain that the transaction was made at that branch. With that statement being said I then told Ms. ******* that I needed to get the police involved because now my action is being questioned and there is no trace of my money. Ms. ******* express that it wasn't necessary to had the police involve just contact Well Fargo. Per conversation with Well Fargo representative I was unsuccessfully with retrieving any information because I wasn't the check distributor. I then had a police officer called to the Branch to address my concerns about retrieving the surveillance tape for the day and time of my transaction. The officer and I spoke to Mr. ******** whom assured us that a police report was unnecessary. Mr. ******** informed us that he could retrieve the surveillance tape himself by reaching out to the fraud department the following morning. Mr. ******** also mention that he would reach out to me to following afternoon(9/17/14). Mr. ******** never contact me. On September 17, 2014  I reach out to the Banking Center/Dispute Department that handled the investigation via fax to reinvestigation my claim before reversing the credit as requested. But the provisional credit reversal of $700 was done anyway on the 18th of September. Not the full amount of $835.68 as stated in the document because somehow M&T located the $135.38 check . My account became negative from the credit reversal of $700 and insufficient fund fees were applied to my account from overdrafts . On the morning on September 19, 2014 I still haven't heard anything from Mr. ********. Therefore, I reach out to him to find out the surveillance tape was never retrieve. Mr. ******** express that he needed to follow up with fraud department and call me back. I then contact the Banking Center/ Dispute Department again. After several attempts I was told that my money was located and it would be credit back to my account by the end of the day. On September 23, 2014 I requested via fax to the Dispute Department  a copies of the full investigate be sent to me and to reinvestigate my dispute to determine that the correct amount was credit to my account.   That evening after already being informed four days prior Ms. ******* contacted via phone , leaving a message on my answering machine stating  that my money was located. However,  three insufficient fund fees of $38 each remained on my account for two week after my transaction was recovered from the error that was made by bank. On October 2, 2014 a document was mail from M&T informing me about my overdraft fees of $138.83. The following day I had to return to the Columbia 100 branch to have to fees remove because the Banking Center wouldn't remove the fee until the reinvestigate was completed.I'm reaching out to BBB to obtain a resolution to this matter.  The bank errors was conducted and still be handled inappropriate.  M&T never sent any final documents about the recovery of my transactions nor did they attempt to contact me as I requested in the document sent to their Dispute Department since September 23.  No apology letter sent from M&T Bank.  M&T is a company that penalize their customers with fees for their faults. I'm in need of answers and a resolution to this  matter.  I'm requesting a financial settlement be compensation on my behalf do to errors of the bank and the stress I encounter with resolving this ongoing matter. This is a company that I place my trusted in for years and I'm in disbelief on the way things are being manage. I would like to submit my supporting documents to accompany my complaint. Soon after my requests are properly address I will be closing out all the accounts with M&T because this is just unacceptable.

 

                                                                                                                                                                                                                                                      Sincerely,                         

                                                                                                                                                                                                                                                 ******* *****

                                                                                                                                                                              

Business Response: ******** *** **** ****** ******** ****** ***** ***** ********* ******* *** ****** ***** ***** ******** ** ***** *** ********* ** * ********
Dear ****,  Your recent correspondence containing additional concerns by Ms. ******* ***** was brought to my attention for review. As noted in my previous response, the M&T Bank ("M&T'') A TM in question was monitored weekly through September 10, 2014, and no overage was located. Therefore, the dispute was denied. After receiving a letter from Ms. *****, M&T confirmed the correct ATM was monitored and reviewed the machine once again and located the $700 in cash on September 19,
2014. Ms. ***** account was credited the same day, and all overdraft fees associated with this deposit were also credited. At M&T, we place a high priority on customer satisfaction. I apologize for Ms. ***** experience and for any inconvenience it may have caused. Sincerely, ******* *******  Customer Care Specialist  Office of the Customer Advocate

10/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have it set so M&T cannot approve over drafted charges on my account. They approved a charge for $6 that overdrew my account by 40 cents and then charged me a $40 fee. I want the overdraft fee refunded. I have contacted them and they have offered no solutions.

Desired Settlement: Overdraft fee refunded

Business Response: October 16, 20 14
Better Business Bureau
Attn: ***** Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # ********
Dear ****,
Your recent correspondence regarding Ms. ***** ****** was brought to my attention for review. On June 9, 2011, Ms. ****** opened a checking account with M&T Bank ("M&T") via www.mtb.com. At the time of account opening, she was required to provide M&T with an election of"yes" or "no" regarding authorizing M&T to pay overdrafts for everyday debit card and A TM transactions when a customer does not have sufficient available funds in his or her account. Our records indicate an election of "yes" at that time. This information was included in the disclosures at the time of account opening (enclosed). On November 7, 2012, she changed her election from "yes" to "no," preventing M&T from paying the aforementioned items. By selecting "no," M&T will not authorize A TM and everyday debit card transactions when funds are not available in the account and, therefore, Ms. ****** will not be charged overdraft fees on these items. Please know, however, this does not impact other types of transactions such as checks, reoccurring payments, and other transactions using a customer's checking account. Please refer to the enclosed What You Need to Know About Overdrafts and Overdraft Fees disclosure for more information. Additionally, M&T will not charge a fee if the amount of the item is less than $5 .00. In this case, specifically referenced in Ms. ******'s letter, is a preauthorized $6.00 reoccurring transaction. The item was paid on September 29, 2014, and, subsequently, an Overdraft Fee, in the amount of $3 8.50, was assessed on September 30, 2014. As a goodwill gesture, one (I) NSF Fee, of the same amount, was credited back to Ms. ******'s account on October 16, 2014. I hope this information has been helpful. 
****** ********
Customer Care Specialist
Office of the Customer Advocate
Enclosure

10/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 19th 2014, I went into a branch to close my accounts due to the fact that they constantly reverse disputed charges that should not be there. at the same time, I returned the check card to them. I made an electronic transfer of $76 this week, to avoid any disputes during closing. In spite of returning the check card, they authorized a charge for $105.89 to a company named international supplements and the charge was something I authorized. They want me to pay for this in addition to imposed fees. Unfair!

Desired Settlement: I hate this bank. I want the account closed and I do not want to be held accountable for charges that aren't mine. Card ends in ****.

Business Response: ******* ******* ****** ******* ** *** ** **** ******* ** ***** *** *** ********* ** * * ****** *
Complaint to Corporate Offices, Your Letter from September 27,2014
Dear Ms. *******,  Your recent correspondence was brought to my attention for review and reply. In your latest correspondence, you allege that deposit account related fees were not disclosed. Please refer to the deposit agreement, disclosures and fee schedules provided to you at account opening and through change notices for information on deposit account fees and other information. If you would like a copy, M&T Bank ("M&T") would be happy to provide another copy of such information.
Upon review of your account history, it appears that you have made a number of claims for unauthorized electronic fund transfers. In June 20 14, you claimed a transaction at ****** was unauthorized, but you later indicated that the dispute was related to the quality of goods that you received. Regulation E does not provide consumer protections for quality of goods received. In June 2014, you also disputed a transaction involving "***********" indicating an alleged overcharge by the merchant. The merchant credited a substantial portion of the amount allegedly overcharged. M&T requested information from you to facilitate our investigation of your claim and you were unresponsive. M&T investigated and denied the remainder of your claim. On August 28,2014, you disputed a transaction for $75.59 regarding an alleged missing refund from ******. You indicated that you attempted to work with ****** regarding the refund, but have been unsuccessful. M&T requested information from you (e.g., Written Confirmation of Electronic Funds Transfer Dispute Form, a return receipt), but you have been unresponsive. On September 15, 2014, your dispute was denied. A letter was mailed to you the same day, advising you of the denial and also advising you that your provisional credit would be reversed on September 22, 2014. However, on September 19, 2014, your account balance was $70 and you withdrew this amount. As a result of the provisional credit removal and the withdrawal that you made, your account became overdrawn by $75.59. As a result of the overdrawn balance, you were assessed overdraft fees. On September 26, 2014, you initiated a bank-to-bank transfer for $76 into your M&T account, which partially satisfied what was owed, leaving a negative balance of $76.59 remaining. On September 26, 2014, a $105.85 debit posted from ****** ******, causing the account to become overdrawn by $182.44. As this debit further overdrew your account, an overdraft fee was assessed. Because you did not deposit
funds to your account to bring your account back to a positive balance, an extended overdraft fee was assessed on September 29,2014. Based on above, your account was overdrawn $259.44. In your most recent correspondence to the Better Business Bureau. you state that you visited an M&T branch on September 19, 2014 and requested that we close your checking account. You also claim to have turned-in your debit card to branch personnel. I followed-up with branch personnel and they indicated they informed you that once all of your pending transactions post to the account, you may close the account Branch personnel deny they received your debit card. Your debit card has been closed as of the date of this letter. However, this does not override transactions that have already been authorized, such as a debit transaction that posted on October 9, 2014, in the amount of $74.25 from ******. Also, in your September 25, 2014 complaint, it was not clear whether you were claiming the $105.85
transaction that posted on September 26, 2014 was unauthorized, but your September 27, 2014 correspondence does clearly state that you claim the transaction was unauthorized. M&T has started an investigation on your claim. You will receive correspondence for requested information to facilitate our investigation. If you believe the $74.25 transaction from ****** was unauthorized, please contact M&T at 1-800-724-2440 to file a dispute. M&T denies any wrongdoing. However, as a courtesy, M&T has refunded overdraft fees in the amount of$192.50 and refunded the $75.59 disputed transaction from ******. Sincerely, ******* ******* Customer Care Specialist     Office of the Customer Advocate  cc: BBB

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently my wife and I are expecting a child. As a gift my father has written us several checks to my wife and I. My wife cashed the first one at her *** ****** ****** Despite the fact that I was not with her and they are her in-laws the Credit Union cashed the check made out to both of us since we both endorsed it and I wasn't present. The second check I got from my father I took to my bank M &T. Like the previous check it was indorsed in the same manner as the previous check my wife had cashed. The check was from my father who also shares the same first, middle and last name as I do. When I took it there the bank teller ******* delayed for a long period sighing. When I asked her what the problem is that she could not cash the check because I could have "forged" my wife's signature. I was outraged by this baseless accusation. The check wasn't from a stranger but my own father who shares the same name as me! Yet, she refused to cash it. I asked to speak to a manager. The manager who faced directly at the teller ******* would have had to be completely deaf not to have heard what happened. She made me sit there for over 40 minutes while she talked to some older man about his grandkids, the weather and everything else under the sun-except banking business! When I finally spoke to her she defended the teller and told me that she could lose her job for cashing a forged check. I reminded her she could also lose her job for bad customer service. Once again I was lectured on how this check could easily have been forged by me for my wife's signature. I told them to call my wife or even my dad who wrote the check to confirm-which they refused to do but continued on with false criminal accusations of me forging my wife's signature. They said they don't know me well enough even though this is my main branch and I live in ******! They never apologized or said sorry for anything. Worst bank branch ever.

Desired Settlement: A written apology from the bank manager and the termination or suspension of the teller who openly made a false criminal allegation of its customer.

Business Response: Dear ****,  Your recent correspondence regarding Mr. ****** ********* was brought to my attention for review and reply. On August 22, 2014, Mr. ********* visited the M&T Bank ("M&T") Branch located on East Avenue in ******, New York, to negotiate a $1 ,000 check that was made payable to Mr. ********* and his wife, ****** *********. Prior to Mr. *********'s visit, both he and his wife endorsed the back of the check. When a check is presented to a teller, it is the teller's obligation to verify the endorsements, as
the teller was attempting to do in processing Mr. *********'s check. Upon review of the check, the teller assisting requested proof of Mrs. *********'s signature, as she was not present at the time of the transaction. Mr. ********* asked to speak with the manager. As the Branch Manager was unavailable, the Assistant Branch Manager, ****** ******* was notified that Mr. ********* was requesting to speak with management. Ms. ******* was with another customer at the time and Mr. ********* was asked to wait until she was finished. Ms. ******* explained to Mr. ********* the reason for endorsement verification is to protect a customer from potential fraud. After speaking with Mr. ********* regarding the check, as an exception, Ms. ******* agreed to cash the check.  On August 29, 2014, **** *****, Regional Manager, spoke with Mr. ********* regarding his recent experience. In addition, Ms ***** did send Mr. ********* the enclosed letter apologizing for the way his situation was handled. I hope this clarifies the matter.
Sincerely,  ******* ******* Customer Care Specialist  Office of the Customer Advocate Enclosure

Consumer Response: 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. [To assist us in bringing this matter to a
close, the apology must come directly from the two bank representatives who treated me poorly NOT from a third party bank official. Nothing was done to the bank employees who embarrassed me and both have refused to apologize for their behavior. Without the apology of ******* and the Hilton branch office officer on duty at the time of the incident anything other than a direct apology coming from those who caused the incident will be rejected.
Regards,  ****** *********

Business Response: Dear *****   Your recent correspondences regarding Mr. ****** ********* were brought to my attention for review and reply. Although we empathize with Mr. ********* regarding his experience, please know the appropriate parties were made aware of his complaint. As such, the information he provided within his correspondences to your agency has been addressed not only with the appropriate parties but also with M&T Management. Also, **** *****, Retail Regional Manager, sent Mr.
********* a letter of apology on September 3, 2014. On behalf of M&T, I apologize for his experience and how he felt the situation was handled. At M&T, we place a high priority on customer satisfaction and we pride ourselves on providing
excellent customer service. If Mr. ********* has any further concerns he may contact **** *****, Retail Regional Manager, at (585) 258-8412.  Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested a copy of the title of my vehicle, ****** ******, be sent to NJ dept of motor vehicles, Thorofare NJ office, to register my vehicle. This request was made in the middle of July 2014. My vehicle registration and inspection expired in August 2014. This request has STILL not been completed and I am now unable to use this vehicle. I have spoke with management to resolve this issue without success. I have spoke with ****** branch manager, ****** Asst branch manager and ***** Branch supervisor. Below is a detail description of the chain of events that have occurred and the incompetence that has prevented this request from being fulfilled. April 2014: Two vehicles were refinanced with M&T bank. ****** ****** and Ford Econoline Van. 5/16/14: per DMV title for vehicle ****** ****** was sent to M&T bank and lien was placed on vehicle by M&T bank. Mid July: request to have title for ****** ****** sent to NJ dept of motor vehicles, Thorofare NJ office to have vehicle registered. 7/24/14: ****** requested my signature on for MV-38L (penn dot form to request title by lienholder). I signed and returned the form via email on same date. Third week of August: I contacted ****** several times this week about title request. She stated that she would have to contact the collateral department in regards to the request. She informed me that the titles were sent to myself and that the collateral department did not place a lien on either vehicle at this time. 9/2/14: I spoke with PA department of motor vehicles who informed that no lien was placed on vehicle Ford Econoline Van. ****** ****** did have a lien placed on the vehicle and a paper title was sent by mail on 5/16/14 to M&T bank. 9/3/14: I informed ****** of my conversation with pa dmv and she sent me an email stating that the collateral department at M&T bank is adamant that a lien was never placed on ****** ****** or Ford Econoline Van and that they never received the title. I was than instructed to complete form DL-135. ****** Asst supervisor was my point of contact due to ****** being unavailable. 9/4/14: I was received a call from ****** asst. supervisor, stating that a title request was completed on 9/3/14 on the vehicle ****** ****** and that a lien would be placed on Ford Econoline Van. I requested to speak with management, I was provided with ***** *******'s phone number. I called and the situation, ***** stated he would research this and get back to me. I was contacted by ***** who stated that no title for VIN ***************** ****** ****** was requested for this vehicle and that M&T bank is does not have a lien against this vehicle, but the Ford Econoline Van title was requested. I explained my conversations with PA DMV. He scheduled to have conference call with PA DMV, myself, costumer lesion ****** and himself on 9/5 between 9am-12pm. 9/5/14 I was contact by *****, I missed the call and returned his call within 10mins. He was unable to reach ****** the rest of the day and call to DMV was not made. I asked if him and I would be able to call to have this issue resolved, he stated that he was only trying to "quarterback" this issue and would not be able to do so. I was informed that I would be contacted on 9/8 to contact the dmv. 9/8/14: I contacted *****, I left voicemail but my call was not returned. 9/9/14: I was contacted to have conference call with PA DMV, *****, ******, ****** and myself. PA DMV confirmed that M&T bank was the lien holder of vehicle ****** ****** and that a title was sent to M&t bank on 5/16. PA DMV informed us that form MV-38L was need to complete the request. After disconnecting from pa DMV ***** directed ****** to complete title request on ****** ******, and send tracking information. 1 hour after this conversation I was contacted by ****** stating that the title for the ****** ****** was request by ******* (supervisor in collateral dept) on 9/4/14 and that this was no needed. I was informed again that M&t was not the lien holder of the Ford Econoline Van and that a lien request would have to be made. ****** emailed me the form MV-38L to complete, I returned the form the same day. 9/11/14: I received an email for the tracking via UPS for the lien request regarding vehicle Ford Econoline Van. 9/12/14: ups package was delivered. 9/17/14: per PA DMV vehicle Ford Econoline Van title was processed. However no lien was placed on this vehicle and it be sent to myself. 9/19/14: I contacted ****** to follow up on vehicle ****** ****** and see if M&T received the title. ****** confirmed with ******* in collateral dept that no title for either vehicle was received at this time. I contacted PA DMV to check the status of the title request on the vehicle ****** ******. I was informed that no title request was made in the last 60 days on this vehicle. I than contact ****** who informed me that the title was requested and that the check for the request was cashed on 9/11/14. 9/22/14: I have contacted the PA DMV to re-confirm that a title request was processed on 9/17 for vehicle Ford Econoline Van, but still does not have a lien request from M&T and the title will be sent to me and that vehicle ****** ****** has no title request.

Desired Settlement: I would like my title to be expedited to the NJ dept of motor vehicles for vehicle ****** ****** immediately so I can return to using the vehicle that I am paying for.

Business Response: Dear ****
Your recent correspondence regarding ********* ******* was brought to my attention for review and reply. In April2014, Ms. ******* refinanced two (2) commercial vehicles with M&T Bank ("M&T") under the name of her business, Hi-Tech AV; a ****** ****** and a Ford Econoline. In July 2014, Ms. ******* informed M&T that she did not receive the title for her ****** ****** from the Pennsylvania Department of Transportation ("PennDOT.") As she recently had moved from Pennsylvania to New Jersey, she needed the title to register her vehicle in New Jersey. However, as PennDOT was unaware that she relocated, the original title was sent to her address in Pennsylvania. PennDOT instructions to the USPS is not to forward their mail, therefore the title sent to Ms. *******'s Pennsylvania address was subsequently returned to PennDOT. As M&T is the lienholder of this vehicle, PennDOT required M&T order the duplicate copy of the title. M&T was informed by PennDOT this request would take approximately 4-6 weeks.
On or about July 24, 2014, Ms. ******* spoke with ****** *******, Branch Manager of the M&T located in Glenolden, Pennsylvania. At that time Ms. ******* asked Ms. ******* to sign a PennDOT Application for Duplicate Title fom1. Once this was completed, Ms. ******* submitted this to the M&T Collateral Department. In early September, Ms. ******* contacted the Glenolden Branch to advise she had not received the title. At that time M&T contacted PennDOT and confirmed they did not receive the request
sent in July. As a result, a second request was submitted. Ms. ******* contacted the Glenolden Branch again on September 22, 2014, and informed the branch she spoke with PennDOT, and PennDOT informed her they did not receive M&T's request for a duplicate title. ***** *******, Philadelphia Regional Manager for M&T, contacted PennDOT and was advised the incorrect form was submitted at the time the second request was made. It was then determined a processing error was made in M&T's back office. As a result M&T prepared the correct form immediately and sent it to PennDOT for processing. This request was processed on September 23, 2014. Mr. ******* spoke with Ms. ******* several times regarding her concerns, and apologized for
the processing error made by M&T. Mr. ******* also informed Ms. ******* that PennDOT was in receipt of the recent request and began processing this on September 23, 2014. However, per PennDOT, processing time is generally 4-6 weeks. Once the duplicate title is processed it will be sent directly to M&T. M&T then will FedEx it to Ms. ******* to ensure receipt. I hope this information has been helpful. Sincerely, ******* *******Customer Care Specialist
Office of the Customer Advocate

Consumer Response: 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.
Attached is the response from M&T bank from Ms. *******. She seems to be miss informed as she stated the original title was sent from "PennDOT" to my residence in Pennsylvania. This information is incorrect. The original title was not sent to my residence but to M&T bank on 5/16/14 by "PennDOT", this information was confirmed by "PennDOT". M&T has failed to explain what happened to the original title of my vehicle that was sent to their offices in May 2014 and why my request was unable to be fulfilled in July 2014. Regards, ********* *******

Business Response: Dear ****,
Your recent correspondence regarding additional concerns posed by Ms. ********* ******* were brought to my attention for review. As stated in M&T Bank's ("M&T") previous response dated October 1, 2014, the original title for the ****** ****** was sent to her Pennsylvania address. However, the Pennsylvania Department of Transportation ("PennDOT") was unaware that Ms. ******* relocated. PennDOT instructs the USPS not to forward their mail. Therefore, the title was returned to PennDOT. ·
Ms. ******* has been speaking with ***** *******, Philadelphia Regional Manager for M&T, over the past few weeks. On October 7, 2014, Mr. ******* emailed Ms. ******* to inform her M&T received the duplicate title. Mr. ******* also informed Ms. ******* that he would be mailing her the duplicate title via UPS overnight mail. UPS indicates the envelope which included the duplicate title was delivered on October 8, 2014, at 9:30am. If Ms. ******* has any additional questions or concerns she may contact *****
******* at ***** ********.  Sincerely,  ******* ******* r Customer Care Specialist Office of the Customer Advocate

10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased services from a ********* *** with my business card and my personal card for the amounts of $80.00 and $200.00. I signed an **** at this business with those amounts showing on the **** screen. After a poor and incomplete service was provide to me I checked my online account and discovered that this *** was charging more than what i signed for. The *** stated they will email me a receipt for the charges but never happen. I decided to call M&T Bank to put a cancellation on those fees. I explain the whole situation to the claims rep and he assure the problem will be taking care of. I tried to solve the problem with the business but they refuse to help me. The bank return those charges as a credit on my account until investigation is complete. I now received a letter from M&T Bank saying that they declined my claim based on that the business has my signature on the receipt that was never give to me. I had never told the bank that i did not signed the receipts. I called them to cancel the charges because the *** did not give me a quality service and overcharged me after i sign their bill. I tried to contact the bank over the phone to speak with the person who signed the letter. I the customer representative said I am not allow to talk to this person or anybody at the claim center. I feel this is ridiculous since in order to resolve a claim you have to hear both parts. I requested to talk to his supervisor and they hang up on me. I strongly believe my bank is not protecting me from unscrupulous business that do not provide a quality service.

Desired Settlement: I am looking to get my claim resolve by getting the credits on my accounts due to my request to stop payment on those charges for the lack of service and additional charges from this spa.

Business Response: Dear ****,  Your recent correspondence regarding Mr. ***** ***** was brought to my attention for review. On May 29, 2014, Mr. ***** contacted the M&T Bank ("M&T") Telephone Banking Center regarding debits from ********* *** that posted to his business checking account in the amount of $86, and personal checking account in the amount of $210. During the call, Mr. ***** stated that he was charged more than what he was told, and the services provided were not as expected and asked for the debits to be
cancelled or for a stop payment to be placed on the transactions. However, M&T is unable to stop nonrecurring debit card transaction, as the card was swiped and Mr. ***** authorized the transactions. As a result of the above conversation, the representative filed a dispute on both transactions for Mr. *****. On May 30, 2014, M&T provided each of Mr. *****' accounts with the provisional credit amounts while an investigation began. On June 2, 2014, M&T sent a Written Confirmation ofElecironic Funds Transfer Dispute form to Mr. *****, and requested he provide additional information related to his claim. M&T suggested the best information to obtain would be a copy of the contract and/or agreement around the expected services.
M&T received this form back on June 17, 2014. However, the information provided by Mr. ***** did not provide additional evidence that the charges were incorrect and that services were not fully delivered. As the transactions were authorized by Mr. ***** the dispute was denied, and the provisional credit was removed from Mr. *****' accounts.  Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

Consumer Response: 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 matter I reviewed appear below.
I received a letter from my bank asking for additional information, which I filled out to my best knowledge. What Ms. ******* at M&T Bank does not says is that I clearly told my bank that this *** did not give me a receipt for the services I purchased. They told me they will e-mail me those receipts. How can I show then proof of purchase if they did not provide me with a receipt. Has the bank as this business for a receipt with my signature??  I also attempt to resolve this matter whit the *** manager but was unable to take care of it. For that reason I contacted my bank, people that I trust my money to protect them from bad businesses. I also very disappointing with M&T Bank customer services because they are not willing to have a person to talk to me in reference of this matter. All they are doing is hiding from me and sending letters to BBB but no one has contact me to listen to my complaints. I think that I deserve at least a call from them and some time to explain myself what happen that day.  Regards, ***** *****

Business Response: Dear ****, Your recent correspondence regarding additional concerns from Mr. ***** ***** was brought to my attention for review. As stated in M&T Bank’s (“M&T”) response dated August 29, 2014, Mr. *****’ dispute was denied based on the information available to M&T at that time. Mr. ***** may contact the M&T Telephone Banking Center at 1-800-724-2440 if he would like to provide any additional or new information regarding this dispute. Based on the information received, M&T Card Services will advise if the dispute can be reopened. Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently with-in the last year have filed for bankruptcy in the process I fell behind on my mortgage and subsequently have been in the process of doing my best to save my home, however the business practices of my lender and bank M&T Bank have made it a tireless uphill battle to get any thing done. I have on several occasions faxed over numerous documents that they allege they have never received dragging on my modification process to the extent that my arrears became an insurmountable amount. My solution to this ongoing problem was to visit a hud certified counselor and have them be the intermediary when faxing over documents which I feel a testament to their shady business practices. I eventually had to put it in my bankruptcy though it was never my intention as I had filed when I was in the modification process they would not accept my final payment in the modification process as my bankruptcy had been filed but not only did they not explain that I could voluntarily make that payment and keep me in the modification. They went out of there way to give me the run around sending me to voice mails that never returned phone calls and when they did would not answer any questions but instead remind of your current situation and forward me to the next voice mail all stating they couldn't accept the payment for no other reason then I filed bankruptcy until I was booted from modification process altogether. Then I was called to be informed and I explained that I made several attempts to make the payment and I was waiting on a call back from someone who was to explain to me what I needed to do to stay in the modification process. The solution was to make me start over with a new trial period and a new payment almost $250 more than our original agreement even though I had all the payment ready to be made at that point from the time they had stopped accepting them. Now that you have the background as you can see my complaint is long overdue. The most recent incidents occurred in July and August of 2014. According to the modification papers I signed the payment was to be 1220 for the 3 months of the modification process that was the requirement was to make 3 payments of 1220 other than that I have n valid contract with the bank as this dept was discharged. I was under the impression I would then pay my original loan payment until my modification went through as these are good faith payments and I'm still waiting for the permanent documents. I was told I needed to make the trial payment instead which I was uncertain of so I went and met with the hud counselor again who told me she'd look into it during that time I decided to pay whatever the bank wanted just to avoid another headache. When I called my payment in I was informed by the M&T representative that my payment was not the trial payment but my original loan payment that I would pay as if my loan was current. I found this to be good news as that would drop my payment by at least $100. Then I call in to make August's payment and I'm informed that I didn't make July's payment in its entirety and that I'm suppose to continue to make the trial payments until my paperwork is finalized but representative can't tell me why the previous call taker told me my payment was different. I then asked her who I could complain to and she said she would note the incident on my profile because thats how they take complaints. The person I spoke to was an Elizabeth on 8/21/14 around 230pm. I said fine can you just tell me what you are putting into my profile as a complaint she roughly over viewed some of our conversation leaving out my complaint about being misinformed by the previous call taker and wanting to know why I was never informed that my payment was short for the previous month as she stated. I then asked her to add the note while I was on the phone so that she can read it back to me. She insistently refused all of my requests. I feel my bank is purposely doing what they can to help people lose their homes not stay in them and are intentionally misinforming their clients in order to achieve whatever secret agenda they have in mind. Almost 2 more months have passed since completing the modification process and I'm still yet to hear from them regarding a permanent solution for a process I started a year and a half ago. The bank and their employees appear to be cynical.

Desired Settlement: An answer as to why I was told to make an incorrect payment by one of their staff and why I was not informed the payment was short . I would also like to be advised on whether or not I should seek legal counsel.

Business Response: October 7, 2014
Ivan Roman
15-17 Johnson Street
Fitchburg, MA 01420

Dear Mr. Roman:
Better Business Bureau Case Number: 10188603
M&T Bank ("M&T") is in receipt of your recent inquiry. Thank you for the opportunity to respond to
your concems.
After a careful review of your account, I have determined the following:
Your original Loss Mitigation workout package was received on July 24, 2013 , but was incomplete.
M&T notified you on July 30,2013 of the documents needed to complete the workout package. A
completed workout package is needed to determine what loss mitigation options, if any, you may qualify
to receive. Your loss mitigation workout request was withdrawn on August 13,2013, because the
workout package remained incomplete.
Your workout request was re-activated on August 20,2013, and on September 20, 2013, you were
approved for a Trial Period Plan ("TPP") for three monthly payments (October 2013 through December
2013) in the amount of $981.72. Upon successful completion of the TPP, your loan would be reviewed
for a permanent modification. M&T received the first two installments on the TPP but our records
indicate that you were unable to make contact with the Bankruptcy Processor assigned to your loan in
December 2013 to make the TPP payment. However, our records also indicate you were advised that you had the option to mail in the TPP payment or send the payment via ******* ***** ***** *******. We apologize for any inconvenience this situation caused you. As a result of the 3rd TPP not being received, the loan was removed from loss mitigation workout consideration at that time. You were approved for another TPP on March 17, 2014. The terms for the TPP were for you to make three monthly payments (April 2014 through June 2014) in the amount of $1 ,219.64. After you successfully completed the new TPP, M&T began reviewing your loan for a permanent modification, including a review of your property's title. Reviewing your property's title is a normal part of the permanent modification review process. During the title review, a ******* ******* lien was discovered on the title report in the amount of $5,509.65. M&T could not accept further TPP payments since the lien would prevent the final approval of your loan modification. Once the above- referenced title issue was cleared your permanent modification review could continue. M&T contacted you on July 2, 2014, to inform you that your loss mitigation workout request would be declined until the above lien was cleared from the title report, but also communicated that you could reapply for Loss Mitigation assistance once the lien was cleared. A loss mitigation workout denial letter was sent on July 3, 2014, which included a right to appeal the denial. On July 9, 2014, M&T spoke with you about the ******* ******* lien and an appeal of the decision to decline your loss mitigation workout request. You were advised that the title needed to be cleared and that proof of the lien release needed to be forwarded to M&T.
On July 18,2014, M&T received your appeal request and supporting documentation. Upon review of the documents submitted, M&T granted your appeal request as the documentation provided showed the lien avoided as a result of your Bankruptcy case. As a result of your successful appeal, the reviewing of your loan for a permanent modification continued. Unfortunately, when you spoke with an M&T representative to make your monthly TPP payment on July 23, 2014, you received incorrect information. The M&T representative advised you to make your regular mortgage payment in the amount of $1 ,106.27. The representative should have advised you to make the full TPP payment amount since your intention was to appeal the decline of your loss
mitigation workout request. I apologize for any misinformation you may have received when you called M&T to make your TPP on July 23, 2014. When you spoke with an M&T representative August 21,2014, you received the correct payment information. The M&T representative informed you that to continue with your permanent modification review you would need to pay $113.37 for the remaining balance of the July 2014 TPP installment in addition to the August 2014 TPP payment amount of$1,219.64 for a total of $1,333.01. M&T has assigned **** ***** as your Single Point of Contact ("SPOC") to assist you with any additional questions you may have. Please continue making your TPP payments in the amount of $1,219.64 until your SPOC informs you otherwise. You may contact Ms. Gotts directly at *************
Sincerely,
***** *******
Customer Care Specialist
Office of Customer Advocate
PO Box 767, Buffalo, New York 14240
************ ****** *** ***** ********* ***** ********
****************

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have paid this company over 48000.00 in interest alone, and hen when we send 2 requests in for a loan modificaion, they get a judgement against us, and tthen sell our loan for a profit.

Desired Settlement: We would like to know why this is ok and legal. They even sent our paperwork to another address down the street. I never received any coorespondance and feel that this shouldn't be legal. I was not given the opportunity to defend any charges in front of a judge. How can they claim a judgement and then sell the mortgage for a profit?

Business Response: October 8, 2014
Better Business Bureau
Attn: ****
100 Bryant Woods South
Amherst, NY 14228
Re: Consumer Complaint File, K**** ******** *** ***** ******* ID #********
Dear Ms. ****:
Your recent correspondence regarding K**** ******** *** ***** ******* has been received by M&T Bank ("M&T") and brought to my attention for review and reply. M&T acquired the servicing of Mr. ******** and Ms. *******'s loan from Bank of America ("BOA") on August 2, 2013 . The loan was referred to the foreclosure attorney on February 12, 2014. At the time of referral the loan was past due for the October 1, 2013 mortgage payment. Prior to the referral, M&T made loss mitigation outreach attempts without success. After referral, a Loss Mitigation workout package was sent to the borrower on April 11, 2014, requesting the borrower to complete the attached forms and provide requested supporting documentation. A completed workout package is needed to determine what loss mitigation options, if any, the borrowers may qualify for. M&T made outreach phone call attempts to contact the borrower regarding the status of the workout package but was unable to verify the account information for privacy purposes when the calls were answered. As M&T could not verify the account information, M&T was unable to continue discussing the loan information and foreclosure alternatives during the call. On August 6, 2014, Mr. ******** called and advised that he was still working on the documentation. Additional follow up call attempts were made on August 12th, August 19th, August 29th, September 2nd, September 9th, and September 17, 2014, but M&T was unable to leave messages or make contact. Unfortunately, a completed workout package was not received. 
The foreclosure was conducted in accordance with all applicable laws and regulations. All applicable foreclosure notices were sent to the borrowers' property address of*** **** ********* *** ***** ************* The borrowers ("defendants") are personally served with the complaint in a mortgage foreclosure action, and have twenty (20) days to file a responsive pleading to the complaint in mortgage foreclosure. Personal service was accomplished by the Sheriff's Office of **** County on April 10, 2014, at *** **** ********* *** ***** *** ***** (see attached ******* service). Judgment by default for the defendants' failure to file a responsive pleading to the complaint in mortgage foreclosure was entered with the Court on July 17, 2014. M&T participates in a program called the "HUD 601 Service Transfer". Under the HUD 601 Service Transfer program, the borrowers' account was service-released to a new investor, ******* Home Loans, and the foreclosure action continues until the borrower qualifies for a Loss Mitigation option approved by the new investor. Mr. ******** and Ms. ******* may contact ******* Home Loans at 1-************ for possible loss mitigation assistance. 
M&T understands the issues surrounding borrower's privacy. I have researched and confirmed that Mr. ******** and Ms. *******'s documents were not sent out in error to anyone. Should Mr. ******** have any documentation to the contrary he is welcome to submit them to M&T for further review. If Mr. ******** and Ms. ******* have any further questions, they may contact their Single Point of Contact ("SPOC"), ******* ******, at 1-*************
Sincerely,
***** *******
M&T Bank
Customer Care Specialist
Office of the Customer Advocate

10/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a car loan placed in 2008. I totaled the car in jan 2009. I made all car payments on time and never missed any payments until the car was totaled. They reported one missed payment to credit bureau.

Desired Settlement: Remove this missed payment from my credit report.

Business Response: Re: Complaint ID # ********
Dear Ms. ****,
Your recent correspondence regarding Ms. ******* ******* was brought to my attention for review and reply.  In September 2008, Ms. ******* entered into an agreement with M&T Bank ("M&T") for the purchase of a vehicle. The original loan amount was $19,295.94, and a monthly payment of $358.31 was due on the 8th of each month. I have enclosed a copy of Ms. *******'s M&T payment history. As shown on the payment history, a payment was due on February 9, 2009. On February 17, 2009, a payment in the amount of $14.309.69 was received but this payment was directed to pay the principal balance only. As  the interest was not satisfied for February's payment, the February 9, 2009, payment was still due. An additional payment was received on March 30, 2009, in the amount of $313.17, of which $164.89 was applied to the outstanding interest, and therefore satisfying the payment due February 9, 2009. However, as this payment was satisfied more than 30 days after the original due date, M&T was obligated to report this information to the credit bureaus. The agreement was paid in full on April 27, 2009. Since the credit bureau reporting questioned by the consumer has been confirmed as accurate, M&T is unable to remove this reporting. Sincerely,  ******* *******
Customer Care Specialist
Office of the Customer Advocate
Enclosure

Consumer Response:

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.

The vehicle purchased under this loan was determinded a total loss by the auto insurance company in January 2009.  I contacted the bank to inform them the car was considered to be a total loss by the auto insurance company and that the auto insurance company would be paying them the balance owed on the auto.  The auto insurance company also contacted the bank to find out the total pay off amount for January 2009.  Considering all payments were paid in full and on time prior to the total loss of the car, and the auto insurance paid the bank for the loss of the car, this should not have been reported to the credit bureau under these circumstances.   The bank did not mention any of the circumstances that relate to process of the payments made in February 2009.   This is a poor way to do business and treat consumers.     Regards,  ******* *******




Business Response: Dear ****,
Your recent correspondence regarding Ms. ***** *******'s request for additional information was brought to my attention for review. Please accept this letter as confirmation that a request to update Ms. *******'s credit bureau report was sent to Experian, Equifax, TransUnion and CBCinnovis on October 9, 2014, for M&T account number *****************. The February 2009 delinquency mark has been removed. It has been M&T's experience that it may take 6 - 8 weeks to see this change reflected on
customers' actual credit reports. Please have Ms. ******* retain this letter for her records. If Ms. ******* has any questions about this information, she may contact the M&T Telephone Banking Center at *************** ****** * ******* ******* ******* Saturday- Sunday, 9:00AM- 5:00PM. Sincerely,  ******* ******* Customer Care Specialist Office of the Customer Advocate

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: M&T Bank has misappropriated escrow funds and reported wrong information to the credit reporting bureau. in 2007 I bought my home, in 2010 I was laid off from my job and in 2011 M&T bank bought my loan, I was not more than 30 days late ever in the history of owning my home. in 2011 M&T Bank contacted me regarding a modification of my loan which was available to people who had lost their jobs, I agreed to participate, they messed up the modification and had to extend the modification 3 times, so what should have been settled in 1 year took 3, I settled on my modification on 2/28/14, the statements from M&T bank are wrong and continue to reflect the wrong information, they have mailed me back an overage in escrow, however now they state that there was a shortage and that there are attorneys fees that are unpaid from the modification, even though it clearly shows that attorneys fees were paid in the modification, they stated that they cannot reflect the correct information on the statement until an additional 194.00 is paid but they cannot explain what the 194.00 represents and where it comes from. They have reported to the credit bureaus that I am making late payments even though I have never made a late payment. the problem arises from the settlement of the modification on 2/28/14 when the modification dept. never informed the customer service dept of what the agreed payment would be, they insist that there were fees from the modification that were not paid, but refuse to put in writing any explanation on where the overage is going (I make a normal payment of 925.21 of which 325.00 goes to escrow, they state that there was an escrow shortage even though in their own escrow analysis it clearly shows that the amount to be paid to escrow is 297.00) my loan number is *********** I receive periodic calls asking for the "remaining balance of my payment" and they have held an additional 856.00 in suspense, and cannot explain why that is either, that additional being held comes from 2013, or at least that is what ******** stated today. The statements have been wrong for 3 years now, and no one at M&T is working on trying to obey the federal guidelines and no one cares that all of this should be in writing and that I am entitled to receive a statement which correctly reflects where my payment and how it is being applied. Chris Stencil originally signed me up for the modification, and stated that I could use this time to catch up on bills and clean up my credit rating so that I can qualify for a refi once my modification has been settled" They have continually reported wrong information to the credit bureaus so that my score will not allow me to qualify with any other bank, and with M&T even though I make my payments on time, they will not properly apply them and have charged me late fees even though they are well aware there is a problem on this loan and that I am making more than my full payment on the 1st of every month.

Desired Settlement: I would like M&T to reflect the correct information on my statement, if they believe as ****** stated today that I am only 140.00 short of bringing the account current for whatever reason, then I want that showing on my statement. I would like an explanation of where and how my payments were applied, and where did the overage to escrow go, since I have been paying 325 for the past 2 years to escrow, and they only required 297.00. I would like a written apology outlining who or what caused the

Business Response: August 14,2014
***** ******** *** ******** **** ******* ** **********
Re: Mortgage Loan No: **********
Property Address: 3*** ****** **** ********** ** *****
Dear ***** ********,
I am writing in response to your complaint to the Better Business Bureau regarding the above referenced mortgage account. In your correspondence you raised several concerns with regard to your loan modification, escrow, fees and credit bureau reporting. Please allow me to address your concerns below. Servicing of your FHA loan with the Maryland Community Development Administration ("CDA") was acquired by M&T Bank ("M&T") on November 1, 2011. Prior to when the servicing of your loan was acquired by M&T, you executed a Loan Modification Agreement with the Maryland Community Development Administration on October 11,2010. A copy is enclosed for your review. According to the Loan Modification Agreement, your payments were
modified, effective with the November I, 2010 payment of$1,127.00, at an annual interest rate of5.50%. Our records indicate that you contacted M&T on November 8, 2011 to discuss the availability of further loss mitigation options due to loss of employment. According to FHA guidelines, a borrower may only complete one modification within a 24 month period. Since you completed a loan modification with your prior servicer within the aforementioned 24 month period, you were offered a Special Forbearance Plan on December 13, 2011. A copy is enclosed for your review. The special forbearance plan was for a period of 12 months, with a payment of $600.00 per month. According to the terms of the Special Forbearance Agreement, it was stipulated that, "Credit bureau reporting will continue until the loan is brought current." Therefore, while your loan was past due, it was reported to the credit bureaus. The aforementioned Special Forbearance Agreement was extended in November 2012. A copy
is enclosed for your review. The extended agreement was for a period of 4 months, with a payment of $600.00 per month. With the extension, it was stipulated in the special forbearance agreement that, "Credit bureau reporting will continue until the loan is brought current." After the Special Forbearance Agreement and all extensions was complete, your loan was submitted for loan modification review to determined what further loss mitigation options, if any, you may qualify to receive. As a result of the loan modification review and upon successful completion of a Trial Payment Plan (TPP), you were approved for a HAMP Modification at an interest rate of 5.50% for 360 months with your initial monthly payment amount of $925.21. According to the terms of the HAMP modification, an escrow shortage in the amount of$14.52 was added to the total indebtedness. A copy of the modification agreement is enclosed. On March 10,2014, an escrow analysis was performed based on the approved loan modification terms. Please note that after the Partial Claims funds were applied on November 13, 2013, no further payments were applied until the loan modification was complete, to ensure that your payments are applied in accordance with the final loan modification terms. Therefore, the payments received on November 29, 2013, December 31, 2013, January 29, 2014 and February 28, 2014, were applied to the suspense account pending final completion ofthe loan modification. As a result of the unapplied payments peferenced above, the escrow analysis, performed on March 10,2014, reflected an escrow shortage of$1,048.41. Effective with the October I, 2013 payment, your payment was increased from $925.21 to $995.07 to include the escrow shortage. On March 17, 2014, your October 2013 through March 2014 payments were applied to your loan in accordance with the executed loan modification from the unapplied suspense balance. However, when your payment of$925.21 was received on April9, 2014, the
payment was not applied because it was not the full payment of$995.07 according to the recent escrow analysis performed on March 10,2014. When your next payment of$925.21 was received on May 6, 2014, the funds from the April 9, 2014 were combined to apply your April I, 2014 payment of$995.07. The May 2014 payment was applied on June 6, 2014. The additional unapplied funds were applied to the suspense account as the remaining balance of the payment(s) was not sufficient to cover your full monthly mortgage payment. On May 7, 2014, an escrow analysis was performed, adjusting your payment, effective with the June I, 2014 payment to $907.70. The escrow analysis reflected an escrow surplus of $287.89 which was a result of the increased escrow payments deposited with your April and May 2014 payments. The escrow surplus was refunded to you by check with the escrow analysis statement. As of the date of this letter, your loan is due for the August I, 2014 payment of $907.70. There is
an unapplied balance of $820.51. To satisfy your full August I, 2014 payment, you may remit the remaining balance of $87.19. The late fees assessed for the April 2014 to July 2014 payments, totaling $97.56 have been removed. The credit bureau reporting is accurate as reported. As indicated in the correspondences issued to you, credit bureau reporting was continued until your loan was brought current. Please be advised that there has been no negative reporting to the credit bureaus since your loan modification was complete in March 2014. Therefore, no further adjustments are necessary. We are unable to remove any negative reporting to the credit bureaus prior to the loan modification, as we are required by the Fair Credit Reporting Act to report all factual data to your credit profile. In your correspondence, you requested an explanation of fees totaling $194.00. M&T recently responded to your similar inquiry on July 29,2014. A copy of the response is enclosed for your review. I hope I was able to fully address your concerns. We sincerely value your relationship with M & T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at 1-800-724-2224, ext. 7831, with any
concerns you may have . 
Sincerely,
******** *******
Mortgage Customer Support
Retail Servicing
Cc: Better Business Bureau ID: ********

Consumer Response: Better Business Bureau:
Attached to this email is a copy of my response to M&T Bank.  On August 18th, 2014 I received M&T Bank's response to the BBB's complaint that was forwarded.  Unfortunately, M&T Bank is still holding all of my payments in what they identify as a "Suspense Account"  which is also the reason why my escrow analysis was showing that payments were missing, because after the settlement of my modification with M&T Bank, they did not forward the funds to M&T Bank Customer Service for processing from November 2013 thru April 2014.  They have "supposedly" received the payments, but are still stating that because they ran an escrow analysis that was in error, due to the lack of the funds being transmitted from one department to another, they still want to hold me responsible for a higher payment from March until May 2014 of $70.00 more, even though that analysis was in error, and after it was corrected it showed there was an overage in escrow which they refunded back to me in June.  At some point they will see the error, but in the meantime, even though they have lowered my monthly payment to 907.70, they still are calling my payment of$ 925.21 per month a "partial payment" because they keep referring back to April's analysis (which was wrong and corrected in May) and somehow insisting that I should have been making a payment of $995.00, although in their letter they never explain why the payment amount would have gone up the same month I closed settlement. (I would like an explanation on why they felt the payment needed to go up, even though taxes were the same and insurance went down...???) 

 
 I would like to know when my statement will reflect what they feel is outstanding, instead of the $2,107.00 which it has been showing since February 2014 until the present, and why are they still holding all of my payments, even though I am making a payment that is $17.51 more than I should be paying according to them.  Also, I still have not received an explanation on why they are continuing to following an analysis that was corrected to reflect the overage, they insist on going by the report that was wrong, instead of the corrected one showing that my escrow payment was over $300, when the escrow payment was only $297 and then adjusted to $287, and where did the extra amount of escrow funds go during the modification period, not just from February thru the present.  Finally, I need them to refund the late charge for July and August, since I did not make my payment late.  And when will they start applying the funds on the date they are received? Also, in the Bank's response they make mention that "the reporting to the credit reporting bureau is correct"..... however, I do not have proof that since they hold my payment every month and charge me a late fee which requires me to send in complaints to the BBB to receive back, why are they also not reporting to the Credit Bureau that it is 30 days late, since my statement is showing that I am over 30 days late.  I would need to have proof of what they are reporting, since they have told me before that they were not reporting negative information and yet they were.  When will they actually correct my statement ? And why have they been telling me to ignore my statements for the past 2 years, which lead to all this mess?!  How do I know that once the BBB is not involved this won't all go back to the errors which lead us here, and is it even legal for them to hold me accountable 4 years later for fees which were assessed without my knowledge and prior to M&T Bank owning the loan, if so why did they not include this in my modification?? 
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
Thank you so much for all of your help on this matter, if you have any questions regarding this or the attached document, please feel free to contact me at ************
Regards,
***** ********




Business Response: October 7, 2014
Better Business Bureau
Attn: ****
100 Bryant Woods South
Amherst, NY 14228
Re: Consumer Complaint File ***** ********, ID #********
Dear Ms. *****
Your recent correspondence regarding Ms. ***** ******** has been received by M&T Bank ("M&T") and brought to my attention for review and reply. Please allow me to clarify the prior response. In December 2011, Ms. *******l was approved for a 12-month forbearance plan, in which she was required to make monthly payments of$600 beginning December 15, 2011. The forbearance plan did not change the terms of her loan. As such a contractual payment of $1,119.32 was still needed to satisfy each monthly payment. The forbearance plan temporarily reduced the amount that Ms. *******l was required to submit each month, but these payments could not be applied to the loan until a contractual payment was received. Each forbearance plan payment was subsequently placed into suspense until enough funds were received to apply a contractual payment. A forbearance plan would result in the loan becoming delinquent, as at least two (2) monthly forbearance plan payments would be needed before one contractual payment could be applied. During the forbearance plan, Ms. *******l's loan would be reported to the credit bureaus as being in a partial payment plan, as she was only paying a portion of her monthly contractual payments. Once the forbearance plan ended, Ms. *******l needed to be reviewed for further possible loss mitigation assistance, and a workout package was sent. M&T agreed to extend the forbearance plan payments to allow the time to obtain the necessary documentation to complete the review and determine what loss mitigation assistance, if any, Ms. *******l would qualify to receive. In June 2013, Ms. *******l was approved for the Federal Housing Administration Home Affordable Modification Program ("FHA HAMP") Trial Period Plan ("TPP"), in which Ms. *******l was required to make three (3) monthly trial payments of $925.13 beginning July 1, 20 13. As in the forbearance plan, the TPP did not change the terms of the loan, and the payments received would have been placed into suspense until a full contractual payment could be applied. At the end of the TPP, Ms. *******l's loan was due for the November 1, 2012 payment. On September 18, 2013, Ms. *******l was notified that she was approved for a FHA HAMP modification, to be effective with the payment due October 1, 2013. As part of this modification, Ms. *******l was approved for a partial claim, in which the Department of Housing and Urban Development ("HUD") agreed to advance the funds needed to bring the loan current.
Upon receipt of the funds from HUD, which brought Ms. *******l's loan current to the October 1, 2013 payment, a permanent loan modification needed to be executed. Any payment received following the execution of the permanent loan modification could not be applied to the loan until the modification was finalized. As such, the payments Ms. *******l submitted were held in suspense. On March 7, 2014, M&T received the finalized modification documents, and implemented the terms of the agreement on our servicing system. The payments held in suspense were not able to be applied until the completion of the system maintenance. On March 11, 2014, an escrow analysis was generated; but the analysis did not take into consideration the payments that had yet
to be applied to the loan. As a result, her loan reflected an escrow shortage of $1,048.41, which increased her payment from $925.66 to $995.07. On April 25, 2014, Ms. *******l contacted M&T about the increased payment, and upon review of her escrow account, an adjustment to Ms. *******l's escrow was processed, and on May 8, 2014, a refund was sent in the amount of$287.89. In addition, Ms. *******l's monthly loan payment was reduced to $907.70 effective with the June 1, 2014 payment. This payment was based on the Ms. *******l continuing to pay the $995.07 through the May 1, 2014 payment. In response to Ms. *******l's issue pertaining to the billing statements not reflecting the correct information, this was the result of the analysis increasing Ms. *******l's payment to $995.07, and Ms. *******l continuing to submit the payment of $925.66. As Ms. *******l was not submitting the payment amount that she was being billed, payments were not able to be applied until the full payment amount was received. As of September 16,2014, M&T received the funds needed to bring Ms. *******l's loan current. At this time, Ms. *******l's loan is due for the October 1, 2014 payment. All late charges that were assessed since the modification was implemented have been waived. If Ms. *******l has any additional questions pertaining to her loan, she may contact M&T's Mortgage Servicing Department at 1-************* 
Sincerely,
***** *****
M&T Bank
Customer Care Specialist
Office of the Customer Advocate
M&T

10/14/2014 Advertising/Sales Issues
10/11/2014 Problems with Product/Service
10/10/2014 Billing/Collection Issues
10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had 3 checks clear through my bank, M & T, that were written to ******** ******. The checks were written in March and April 2014 and cleared in May 2014 and totaled $532. These same 3 checks cleared again in September 2014. I noticed the duplication and called ******** ****** who confirmed the error. ******** ****** said that M &T had given them a check scanning machine and had they erroneously scanned the checks into M &T twice. We called M&T who confirmed that the checks were cashed twice and both times cleared by M & T even though they had the same dates, check numbers and were the EXACT same check. M & T agreed to reimburse for the mistake. When I asked why this happened they said it was bad business practices on ******** Pixie's behalf. They took no responsibility for the fact that they allowed the same checks to clear my bank account twice. When I told them it makes me very uneasy that my bank is clearing the same checks twice without catching the error they said it was up to me to continue monitoring my finances. I think it is completely unacceptable that M&T would not catch this error and void a duplicate check. Potentially any company with one of these scanning machines from M &T could cash checks multiple times and a company could get paid multiple times to the customer's detriment. M&T is responsible for the security of their customer's finances and this poor business practice of (1) giving out scanning machines and (2) not confirming whether a check was previously cashed is unethical and perpetuates fraud.

Desired Settlement: I want an apology. I fully intend to change banks but all of my finances, including my mortgage, are tied up at M&T. I also want someone to look into the business practices of M&T to protect the finances of its customers. Finally, I want others to be aware of this issue so that they do not lose money because of M&T s unethical practices.

Business Response: Dear ****, Your recent correspondence regarding Ms. ******** ******* was brought to my attention for review and reply. Per Ms. *******' correspondence to your agency, she issued three (3) checks to "The ******** ******" between March 26, 2014 and May 22, 2014. These checks cleared her account, and then were processed again in September, 2014. On September 23, 2014, Ms. ******* contacted the M&T Telephone Banking Center regarding the debits. Upon reviewing her account, Ms. ******* was directed to contact The ******** ******, as it appeared they initiated the submission of these checks. Per Ms. *******' correspondence she states she did contact The ******** ******, and The ******** ****** admitted they erroneously submitted the checks a second time. On September 24, 2014, M&T provided reimbursement for the duplicate checks. M&T has internal duplicate detection processes, unfortunately these items were outside of the system parameters and were not detected. On behalf of M&T, I apologize for Ms. *******' recent experience. At M&T, we are committed to providing efficient Service to each of our customers and it was disappointing to hear Ms. *******' satisfaction was not met. I hope this information has been helpful.  Sincerely, ******* ******* Customer Care Specialist
Office of the Customer Advocate

10/8/2014 Problems with Product/Service
10/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the bank's customer service # around Feb 2014, when I was receiving pre-approved offers for credit to my home address, when I was paperless. I asked to be taken off the mailing list several times. I also received pre-approved offers for a home equity loan. I continued to receive additional pre-approved offers for business credit cards on an ongoing basis about 1x2 times per month, and kept asking them to remove me from the mailings and I was paperless anyway. After many calls to "opt-out" and an email I sent to my bank in the online banking message area to the bank--I put this opt out request in writing electronically. By the end of May I closed all my accts with M&T bank (business and personal acct.) I then continued to get offers for pre-approved offers for business credit cards mail and for Statements for accounts that were all closed out in May. The Bank Statements are called: Bundle Benefits-Business products & one for my personal acct. Each statement shows monthly benefit of "0". The last 2 statements are postmaked 8/21/2014 and 9/10/2014 and show statement periods for June, and ones for July --after I no longer have any accts there since May. I have asked them to please stop sending these statements or pre-approved offers for credit any longer, and stop mailing statements on closed accts showing 0 if I do not need them for anything. I am also on the do not mail list, and no longer a customer of theirs.

Desired Settlement: I wish to not be contacted by M&T Bank in any way and to please remove me from all their lists. I do not wish to be contacted by this bank or any of it's locations any further. Thank you.

Business Response: Dear ****,  Your recent correspondence regarding Ms. ***** **** was brought to my attention for review. As noted in Ms. ****'s correspondence, she contacted M&T Bank ("M&T") on February 21, 2014, with a request to opt-out of any marketing offers made via telephone or direct mail. As requested, her information was sent to the M&T Marketing Department to be removed from lists used for telephone or direct mail marketing. On April 11, 2014, she requested to opt-out of any marketing offers made by email and her email address was added to the opt-out list. Marketing records indicate that Ms. **** was not included in marketing solicitations through each of the above channels (telephone, direct mail, email) after that time at which she notified
M&T of her desire to discontinue receiving marketing through that channel. For example, she received marketing offers via direct mail in November 2013 and January 2014 and she received marketing offers via email in January and February 2014.
The documentation Ms. **** provided appears to reflect inadvertent mailing of statements to her after her M&T accounts were closed. M&T has taken further steps to ensure Ms. **** is no longer inconvenienced. On behalf of M&T, I apologize for Ms. ****'s experience. Sincerely,   ******* *******  Customer Care Specialist  Office of the Customer Advocate

Consumer Response: To ****: No. No further contact to m&t bank is needed. This complaint is resolved/closed. Thank you, ***** ****

10/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: M&T Bank has reported negative information to the credit bureaus regarding my account. They are stating that I am past due on several payments. I informed them that I have made all payments on time. I asked them to research my account to find out where the error was made. I've called and I get transferred to different extensions. I've left several messages for someone to call me back in order to get this issue resolved and no one has returned my calls. But I still continue to get calls saying that I owe this money.

Desired Settlement: My desired outcome is that they research my account and someone contacts me to finally get this settled and remove the deliquency from my credit report.

Business Response: ******* ** **** ******* ** ******* **** ******** ****** *** ******* ** ********** *** ******** *** **********
Dear ******* *******,  I am writing in response to your correspondence to the Better Business Bureau and as a  follow-up of our telephone conversations regarding the above referenced mortgage account. I understand that you were concerned with your mortgage account reflecting as past due and negative credit bureau reporting to your credit profile. Please allow me to address your concerns.   A Short Sale of your property was held on November 30,2013. Thereafter, you signed a Promissory Note on December 11,2013, dated November 7,2013, to repay the remaining balance of $5,000.00. According to the Promissory Note, effective January 1, 2014, your new monthly payment was $56.14. Your payment history, enclosed, reflects receipt of your initial payment of $56.14 on January 30,2014 (check no. 1045). At that time, maintenance had not been performed on your loan to reflect your new payment terms. Therefore, your January 30,2014 payment and subsequent payments were placed in suspense until the updates to the loan were processed. In reviewing your payment history and proofs of payment, there have been a total of seven payments of $56.14 made from February 2014 to August 2014. Further review of your history reflects that there have been two payment reversals processed on March 20, 2014 of $56.14 and April 23, 2014 of $168.42. Please allow me to provide further details regarding these reversals. On March 3, 2014 and March 5, 2014 your payment of $56.14 (payment by telephone on February 11,2014) was applied to your loan twice. A payment correction was processed on March 20,2014 to reverse the duplicate payment of $56.14 posted to your loan. The payment reversal on April 23, 2014 of $168.42 was processed to forward your payments to the investor of your loan. Please note that with the Short Sale transaction, payments are made payable to the servicer, M&T Bank, posted to your loan, and forwarded to the investor of the loan, Community Development Administration ("CD A'') for repayment. Since maintenance had not been performed on your loan to reflect the new payment terms, your payments, totaling $168.42, were reversed from suspense and forwarded to the investor, CDA but were not posted to your loan to advance the due date. As a result, your loan reflected as past due for these three payments. We apologize for any inconvenience this may have caused. As we discussed, a payment correction was processed on September 18, 2014, applying your three payments, totaling $168.42 to your loan, advancing the due date. Your loan is currently due for the October 1, 2014 payment. There are no outstanding late fees on your account and a correction has been submitted to the credit bureaus to remove the negative reporting for the March and May 2014 payments which occurred in August and September 2014. Please allow 6-8 weeks for processing by the credit bureaus. I hope I was able to address all of your concerns. We sincerely value your relationship
with M&T Bank and are committed to providing you with the highest level of service. If you have any further questions or concerns regarding your mortgage account, you may contact me directly at 1-800-724-2224, ext. 7831, between the hours of8:30 am and 5:00 pm, ET. Sincerely, ******** ******* Mortgage Customer Support Retail Loan Servicing Enclosure

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ******* *******




10/3/2014 Problems with Product/Service
10/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a checking account with M&T Bank on 02/10/14 . They advertised an offer - $100 bonus for opening a checking account with direct deposit of $100 or more within 90 days. I completed this direct deposit within 90 days, but never received a bonus. I contacted the bank, but now they say that this offer was restricted for certain area only. However I have a copy of their advertisement and it has never mentioned that this offer had some region restrictions.

Desired Settlement: I would expect them to honor their promotion and issue advertised $100 bonus for me.

Business Response: Dear ****,
Your recent correspondence regarding Mr. ****** ****** was brought to my attention for review and reply. On February 10, 2014, Mr. ****** initiated the opening of an M&T Bank ("M&T")MyChoice Checking account (the "Account"). Per Mr. ******'s correspondence to your agency he stated he opened the Account as a result of an offer seen on M&T' s website for a $100 promotional cash bonus when direct deposit is activated. Although Mr. ****** did activate direct deposit within the required timeframe, he did not receive the bonus. As noted when Mr. ****** contacted M&T about the bonus, the promotion was restricted to certain regions only. Mr. ******'s Account was not eligible for the bonus as it was not offered in the region the Account was opened in. As a courtesy, M&T had credited Mr. ******' s account with the $100 bonus. On behalf of M&T, I apologize for Mr. ******'s experience and any inconvenience it may have caused. Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 10th, I was forced to leave the country due to a family emergency. During this time I had very low funds in my checkings account. I didn't arrive back in the USA until late August. During this time, an online monthly subscription I have made withdrawals from my account for the months of July and August, and gave me negative funds in my account. I was then billed not once, but three times for having insufficient funds. Having internet was rare in the part of India I was in and when I did have it, this would be the last thing on my mind I would want to check. So now I am home and have $-116.51 in my account after three insufficient fund charges. I have talked to customer service through the phone and tried to give them my full story, but they didn't even want to hear it, saying there is nothing they can do. My local branch tried to help me by getting rid of the charges, but said that for some reason they can't do it at that branch and that only my "Service" branch (branch where I opened my account) could do it for me. My "service" branch is more than 200 miles away from me and I don't expect to go there any time soon. What baffles me is that you're employees running the phone customer service refused to listen to me even when I told them I was away because of a family emergency in which a family member passed away.

Desired Settlement: I would like to have all the fees removed, but even if they remove just two of them, that will leave me satisfied. I understand that it is partly my mistake that this happened, and would I have been in the USA, I guarantee it wouldn't have happened! But I was out of the country with too many other things to worry about. I have been a customer of M&T Bank for over 6 years now. They always treated me well until now. Please don't let this incident change my opinion about the bank.

Business Response: September 22, 2014
Better Business Bureau
Attn: ***** Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # ********

Dear Beth,
Your recent correspondence regarding *** ***** **** was brought to my attention for review. *** ****** start-of-the-day balance in his M&T Bank ("M&T") checking account on July 9, 2014, was $3 .99. On July 17, 2014, a $5 debit was made from "Paypal" causing his account to overdraw by $1.01. As a result of the overdraft, *** **** was assessed an overdraft fee on July 18, 2014, in the amount of $38.50. In addition, as the balance remained overdrawn for five (5) consecutive days, an extended overdraft fee was assessed on July 24, 2014, bringing his balance overdrawn by $78.01. On August 18, 2014, "Paypal" attempted to debit $5. This debit was returned for insufficient funds and a non-sufficient fund ("NSF") fee was charged. *** ****** account balance became overdrawn by $116.51 as a result. On August 25, 2014, *** **** contacted the M&T Telephone Banking Center to inquire about the fees, and requested a refund. At that time, the representative declined his request as the fees were assessed correctly based on *** ****** overdrawn balance. On September 15, 2014, a deposit was made in the amount of $120, which satisfied the outstanding amount owed. As noted above, as no bank error occurred, no fee waivers are warranted. However, as a courtesy to *** ***** I have refunded one ( 1) fee to his account. A total of $38.50 was refunded on September 22, 2014. I hope this information has been helpful. 
Sincerely,
******* *******
Customer Care Specialist
Office of the Customer Advocate

9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: our account was used by an unauthorized person and m&t closed out our cards and then issued new ones which we never authorized-mean while the unauthorized person was still using our account-m&t wants their money but it was from an unauthorized user-they keep harassing me and my husband has passed away-identify theif is a bad thing and I'm not responsible-I've given the letters they sent me to my lawyer-I'd like to settle this out of court-thank you-

Desired Settlement: stop harassing me for money that I had nothing to do with-and leave my husband alone-he's gone now-not a very good bank to deal with-I've told all my friends and they agree

Business Response: Your recent correspondence regarding Ms. ***** ****** was brought to my attention for review and reply. On May 5, 2014, M&T Bank ("M&T") received a letter from Ms. ****** in which she asserted that her M&T Visa Credit Card account was accessed by an unauthorized party. On May 6, 2014, a Customer Care Specialist spoke to Ms. ****** and requested that Ms. ****** review her previous credit card statements to determine which transactions were unauthorized so that she could file a dispute for those transactions. Ms. ****** did not, at that time, identify any such transactions or file any disputes. On June 26, 2014, Ms. ****** contacted the M&T Bank ("M&T") Telephone Banking Center to report that her husband 's M&T Visa Credit Card was lost. Mr. ******'s card was immediately closed and a new card was issued with a new account number. Upon receipt of Ms. ******'s correspondence with your agency, M&T Customer Care again attempted to contact Ms. ****** about the alleged unauthorized use of her credit card. On August 4, 2014, Customer Care spoke with Ms. ****** regarding her concerns. Per that conversation, Ms. ****** stated that she will provide to Customer Care a list of the transactions she wishes to dispute. Customer Care will follow up with Ms. ****** upon receipt of this list. M&T is committed to fully investigating any disputed transactions as identified by our customers. We will work with Ms. ****** to resolve her concerns as appropriate.  Sincerely, ******* ******* M&T Bank Customer Care Specialist

Consumer Response: 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.
Regards, ***** ******

9/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to cancel an automatic payment from my car insurance company from coming out of my account. They did nit return my call,they did not respind to my email and the agents wife did nit try to stop it, and said that the money coukd not be taken out if it wadnt in the account. So they took it out anyway,overdrawing my account and causing me overdraft fees. ********* admitted it was their fault,physucally told the bank manager that it was and should have not been takin out,howeverehen the bank didputed it, they found in favor of ********* even though isuppliedthem with all the evudence they needed, and were told by ********* that it was an error in their part. The bank manager,****** *****, told me, of well it didn't matter that they just told her it was theur fault. Now m&t are chatting me more fees, and wull nit let me stop any other payments from comingoutifmy account to avoid fees.

Desired Settlement: I want the ammount they paid the insurance company takenoffmy account, and all iverdraft fees removed. This bsnk has dine other things to get money from me and they are not protecting me as a consumer or customer.

Business Response: September 16, 2014
Better Business Bureau
Attn: ****, Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # ********
Dear Ms. ****,
Your recent correspondence regarding *** ******* ****** was brought to my attention forreview and reply.On August 7, 2014, *** ****** visited the M&T Bank ("M&T'') Branch located on LimestoneRoad in Wilmington, Delaware, to discuss an unauthorized debit in his checking account from ***** **** in the amount of $53.77 on August 6, 2014. During his conversation with ****** ****** Assistant Branch Manager, he advised that he attempted to contact ***** **** to request a cancelation of the automatic debit but was unsuccessful in reaching them. A dispute was filed for *** ****** and he received provisional credit in the amount of$53.77 on August 7, 2014, while an investigation was performed. On August 8, 2014, *** ****** was mailed a letter from M&T that requested his completion of a Written Confirmation of the Electronic Funds Transfer Dispute Form (the "form"). This form requested not only his signature, but also requested him to provide additional information regarding his claim. *** ****** has not yet returned this form. An investigation showed that *** ****** had authorized ***** **** to process his monthly payments through his M&T Debit Card and therefore, the dispute was denied. A letter was mailed to *** ****** on August 22, 2014, advising him of the denial and also advising him on August 29, 2014, the provisional credit would be removed. At the time the provisional credit was removed, *** ******'s account was already overdrawn by $104.21. The debit of $53.77 caused his account to become overdrawn by $157.98. Additional overdraft fees were assessed for the previous debits that caused the account to overdraw, bringing the balance owed to $234.92. A direct deposit was received on September 2, 2014, which satisfied the outstanding amount.
M&T offers customers the option of placing a stop payment on transactions for a fee. The stop payment must be requested at least three (3) days prior to the day the transaction will be debited and the stop will remain in effect for 183 days. If *** ****** wishes to place a stop payment for future transactions, he can contact the M&T Telephone Banking Center at 1-800-724-2440, or his local M&T Branch. As a courtesy, I have refunded one (1) overdraft fee to *** ******'s account. A total of $38.50 was  refunded on September 16, 2014.
Sincerely,
******* *******
Customer Care Specialist
Office of the Customer Advocate
Enclosure

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a problem when a bank can charge you 38.50 for an over draft fee for .53 cents. People go to jail for things like this so why are banks aloud to do these things and get away with them. How many people have then done this to and how much money have they made from something so small it is over 100% profit for the bank and a hugh loss and heart ach for some people over .53 cents so what if you are not very good with math skills well let me tell you because of that little mistake you now paid the bank 37.97 for that .53 cent mistake. If they think are countries economy is going to get better than I think the goverment should start by looking at the banks and there charges cause with things like this the people cannot afford to spend because if you make one little math error or mistake you will pay and pay dearly. That 37.97 mistake that I made well it cause me a weeks worth of gas for my car so now I cannot go to work and just lost a weeks pay and possible a job so thank you very much M&T Bank now the dominos will fall so you can bet at least 2 to 3 bills wont get paid this month and now will lets see what our goverment will do for me. So please dont put any money into M&T Bank because they figured out how to be a legal thief and steal from the backs of us little people.

Desired Settlement: I would just like someone to look into there records and see how many people they have done this to and make them pay those who deserve it.

Business Response: September 15, 2014
Better Business Bureau
Attn: ***** Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # ********
Dear *****
Your recent correspondence regarding *** ***** ********* was brought to my attention for review. On August 27, 2014, *** *********'s available balance was $448.90. A total of three (3) items posted that day; a debit card purchase of$9.48, a pre-authorized ACH payment of$139.95 and a check for 300.00. *** *********'s account balance was not sufficient enough to cover the final debit of $300, and her account became overdrawn by $0.53 . As there was no deposit made on August 27, 2014, to cover the outstanding balance owed, and, as the transaction that caused the overdraft was more than $5, an overdraft fee was assessed on August 28, 2014, in the amount of $38.50. On August 29, 2014, *** ********* contacted the M&T Bank ("M&T") Telephone Banking Center to discuss the overdraft fee, and requested this fee to be refunded. After a review of *** *********'s account history, the representative was able to provide *** ********* with a partial waiver of $19.25. For reference, I have enclosed the M&T Bank- Notice Regarding Insufficient Funds, Overdrafts and Order of Payment of Debit items. M&T does have three (3) options available for overdraft protection. For more information about overdraft protection *** ********* may contact M&T Telephone Banking at 1-800-724-2440, or visit her local
M&T Branch.
Sincerely,
******* *******
Customer Care Specialist
Office of the Customer Advocate
Enclosure

9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It is out of despair, frustration and necessity that I am sending this correspondence to all those listed above with the hopes that someone would be able to provide an
explanation and ultimately a determination in the Modification and/or Workout application that has been submitted multiple times since 2012. I was laid off from my job in June of 2011 and at that time I made a phone call to your customer service department requesting my payment due date to be changed to coincide with the dates I would be receiving my unemployment. I was advised at that time my request WAS NOT possible that only if my loan was refinanced or modified would my payment due date could be change. Due to your banks inability to meet my request my loan became delinquent. In making several attempts to get help I was then advised to apply for your loan modification and/or workout
program. I received all the information that was needed and I expeditiously returned the documents to hopefully expedite the process so no more delinquency
would occur. My documents continually would get lost and I received constant communications stating my documents were not received although I would send
them USPS, email and fax. It became very apparent that M&T Bank was not in was not in the business of helping its customers or helping me save my home. So I found
an alternative way to save my home from foreclosure while I was unemployed. I was approved for the ** **** ********** *********** ******* that graciously
paid my mortgage loan to your business for 13 months. Once my unemployment payments expired on January of2013 I was no longer eligible for the program and
I re-entered back into the corporate world accepting a job that financially did not cover my responsibilities as a single parent of two. I then initiated the process
again with M&T Bank submitting another application for a loan modification and/or a Work out plan and also applying for the **** *******. To say the least
to date it has been the most Laborious and Tedious process that I have ever experienced and now we are well into 2014 and I still have not gotten a
determination of whether my application is approved. In the years of 2013 I was working with ****** *************, although my representatives have changed
like the weather and with every change documents would be lost and files not transferred over. In 2014 I have been working with ***** ***** ************ **
***** and the same situation was occurring until it became necessary to send ALL documents via certified mail; an unnecessary expense that has become a pivotal
part in ensuring receipt of my information. Is this the Brand and Business practices that are approved and taught amongst M&T Bank, that consumers request
and needs comes last. That pertinent documents and consumer information are not handled with care and repeatedly get lost? According to my last notification from *** ***** my modification is suppose to be with underwriting under the review of a *** ******** Based on a conversation dated 8/8/14 with your Home Owners Assistance department I was advised that underwriting is again requesting the exact same information that has been submitted previously; i.e. proof of deposits, P&L statements, 2013 tax returns and
current check stubs because it is taking months for consideration the documen.t'2:.
become dated.

Desired Settlement: My request is to get a determination and be provided with some viable options to retain my home either by being approved for a Loan Modification (HARP) or a Work Out Plan.

Business Response: September 8, 2014
Better Business Bureau
Attn: ****
100 Bryant Woods South
Amherst, NY 14228
RE : Consumer Complaint File by ******* ********** ** *********

Dear Ms. ****,
Your recent correspondence regarding *** ******* ********* was brought to my attP.ntion for review and rep!y.
Furthermore, this will also respond to similar correspondence that M& T received directly from *** ********* addressed to
our Executive Offices.
As *** ********* received the loan through the Federal Housing Administration ("FHA"), M& T Bank ("M& T" ) is required to
abide by the guidelines of the Department of Housing and Urban Development ("HUD") when reviewing the loan for a
permanent loss mitigation option that would allow her to retain ownership of her home (a "retention option"). A completed
workout package is required to be able to determine what retention options, if any, she may qualify to receive.
When a workout package is received, it will be sent to the underwriters for review and based on the information provided, will
determine what assistance may be available. On occasion the underwriters may determine the information provided has
become stale dated and will require updated information before proceeding.
In this case, the underwriters deemed *** *********** workout package incomplete and requested a current 30day paystub
and the ***** tax form. On August 18 2014, M& T received the required documents and the workout package was completed.
On August 25, 2014, M& T ordered the title search. On September 2, 2014 the title was received and is currently being
reviewed, for any liens or judgments, as the title needs to be clear in order for M& T to approve a loan modification.
If *** ********* would like to check the status or has any additional questions on the progress, she may contact her Single
Point of Contact ("SPOC") **** **** *******, at ***************
Sincerely,

***** *********
Customer Care
cc: ******* *********
**** ******** **** ** ******* ** *****

9/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the loan company to stop automatic payments because the 1st payment did not go through. The customer service person stated that once it's a non sufficient payment it automatically stops. When I spoke with the agent when it did not go through he stated that he would send it through. I called back and spoke to a lady and she stated that he was processes it that day. Then in August I found out that he did not do the process in July. I went and made the payment at Western union and contact the company on August 21,2014 and told them to stop any automatic payment. One person states that it automatic stops when you have insufficent funds, one person states that you must write a letter, and one person stated that I had to mail or sign up for automatic payments. I explain that I never signed anything or wrote a letter. I just want any sutomatic payments to stop Product_Or_Service: Mortgage

Desired Settlement: DesiredSettlementID: Other (requires explanation) Stop any automatic payment and correctly train the staff because I could of submitted the payment . Mortgage companys cause people to lose their homes because they did listen and they need to correct any damage to my report because it was their error the 2nd time

Business Response: September 8, 2014

Dear ****** *******

I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the
above referenced mortgage.
On March 31, 2014, you enrolled in automatic clearing house (ACH) payments for the above mortgage
account via the "My Mortgage Info" website. As you must sign into this secure website, a signature is
not required to enroll on ACH. A confirmation letter was sent to you on March 31, 2014 to confirm the
enrollment. The confirmation letter advises that if a payment is returned, you must request a redraft or
ACH will stop drafting until the mortgage account becomes current again.
In review of the payment history, you made the following payments:

As the mortgage was not current, ACH did not draft until May 16,2014. The June 2014 ACH draft was
returned on June 19,2014 due to Non-Sufficient Funds (NSF). You contacted M&T Bank on June 30,
2014 and made a payment by phone to bring the account current and due for 7/1114. Since the account
was current, the July I, 2014 monthly payment drafted on July 16,2014, however, it was returned on
July 21,2014 due to NSF. Each time the payment was returned NSF, a letter was mailed to you
advising of this. I have enclosed a copy of each for your review. On July 26, 2014, you contacted M&T
Bank and advised you were having problems with ACH and requested a call back to cancel the ACH.
An M&T Bank homeowner assistance department representative returned your call on July28, 2014 in
which you contacted M&T Bank back the same day. On July 28,2014, there was a balance of$32.52 in
your suspense (outstanding funds) account. You were incorrectly advised that a full payment was being
processed that day when it was actually the suspense (outstanding funds) account balance of$32.52
being applied to your escrow account. On August 21,2014, you contacted M&T Bank again to review
the account information. Due to the previous incorrect information that was provided to you, you
thought the payment for July 2014 had been drafted and applied to the mortgage, when it had not. In
addition, you advised that you thought the ACH drafting was canceled in July 2014; however, it was still.
active on the account. During this phone conversation, you advised that you would send the payment
for July and August 2014 via a Western Union payment. On August22, 2014, you contacted us again to
confirm receipt of the Western Union Payment. At that time, you were advised that we would cancel
ACH drafting and to complete the cancelation process you would need to send a signed request to M&T
Bank. I have accepted your complaint as the signed request required to fully remove ACH drafting from
the account.
I have confirmed the late fees and other fees assessed since March 2014 are accurate. A request has
been submitted to correct the credit reporting completed in August 2014 to update the reporting from 30
days delinquent to current, as you were provided incorrect information on July 28, 2014.
I apologize for any confusion you may have experiences due to the above. In addition, I have advised
the managers of the associates you spoke with regarding the incident for further training to occur.
As of the date of this letter, the mortgage is due for the September 1, 2014 monthly payment and ACH
has been removed from the account.
I hope I was able to fully address your concerns. We sincerely value your relationship with M&T Bank
and are committed to providing you with the highest level of service. If you have additional questions,
please do not hesitate to contact me at ********** with any concerns you may have.

Sincerely,

******* ****
Mortgage Customer Support
Retail Servicing
Enclosures
CC: Better Business Bureau
*** ********

9/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a mortgage through M&T bank, had paid it in full last year and have a zero balance since july 2013. We recently checked a credit report site equfax and it shows M&T bank has not reported our loan paid off thereby affecting our credit score.

Desired Settlement: We want M&T bank to notify Equifax and other credit sites we paid the loan off.

Business Response: September 5, 2014
****** ********* *** ****** ********* **** ********** ***** *** ****** ** ***** *** ******** ************** ******** ******** **** ******** ****                             *** ****** ** *****
Dear ****** ********* *** *** ****** **********
I am writing in response to your letter of complaint filed with the Better Business Bureau
regarding the above referenced mortgage.
I have confirmed that our credit bureau reporting information is accurate and is showing the
mortgage as paid in full. If you have documentation reflecting an error has occurred, please
forward it to us.
I hope I was able to fully address your concerns. We sincerely value your relationship with
M&T Bank and are committed to providing you with the highest level of service. If you have
additional questions, please do not hesitate to contact me at *************** **** ***** with any
concerns you may have.
Sincerely,

******* ****
Mortgage Customer Support
Retail Servicing
CC: Better Business Bureau
** *********

9/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered checks approximately 5 weeks ago. After we did not receive them my wife inquired and spoke to a man named ****. He assured us they were on their way. On August 28th he called back and said they were sent to the wrong address. We changed our address with them last October and have been getting our monthly statements since then. When new bank cards were issue in November or December they were also sent to the wrong address. Again my wife and I went to the bank and discovered they changed the address on my wifes part of the account but not mine. That day they changed mine and said there would be no further problems. Today I did receive checks that were over-nited but the charges on my account have not come off. My wife called today and during the conversation she was cut off, she and I would think they would call back but they did not. They surely can't use the excuse that they don't have our number. I feel that is a very poor practice on their part, especially with the address issues.

Desired Settlement: I think an apology is also needed.

Business Response: Dear ****,
Your recent correspondence regarding ****** and ********* ***** was brought to my attention for review and reply. As noted in the complaint, on August 19, 2014 an order for new checks was placed by Mrs. ***** at the M&T Bank ("M&T") Emmorton Branch located on Box Ridge Drive in Abingdon, Maryland. M&T systems were showing Mrs. *****'s address as * ******* ******** **, Middle River, Maryland, which was their previous address, not their current address. As a result of an internal error, this address was
where the checks were mailed when the order was processed. On August 28, 2014, Mr. ***** contacted the Emmorton Branch and spoke with ***** ******, Assistant Branch Manager, about the delay. Mr. ****** immediately placed a stop payment on the original checks that were ordered, updated the address records and placed a new order of checks at no charge. Also, on September 2, 2014, Mr. ****** credited the account $22.46 for the original order of checks.  On September 6, 2014, the original batch of checks that were mailed to the incorrect address was returned to the White Marsh M&T Branch from the Post Office. As a result, the White Marsh M&T Branch destroyed these checks for Mr. and Mrs. *****'s privacy protection. At M&T, we place a high priority on customer satisfaction. When an error occurs, we take special care to make sure the situation is corrected as quickly and efficiently as possible. Please be assured that we have taken the necessary steps to prevent a recurrence. We apologize for any inconvenience this may have caused. Sincerley,  ******* ******* Customer Care Specialist Office of the Customer Advocate

9/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On May 3, 2014 I responded to a M&T Bank web offer for $100 bonus after opening new MyChoice checking account and setting up direct deposit (I have a printout of this advertisement and would be happy to provide it). I met the conditions of this offer by opening a new MyChoice checking account on May 3, 2014 and receiving direct deposits on July 1, 2014 and Aug 1, 2014. On Aug 18 and Aug 25, I inquired re: the status of this bonus and was told on both occasions that "my region was not eligible for this offer" (I can provide copies of this correspondence). I believe denial on the basis of "regional eligibility" is fraudulent since I have a printout that clearly shows this offer being presented after I originally entered my zip code. I believe M&T Bank is not honoring the terms of the originally advertised offer.

Desired Settlement: Request $100 bonus be paid as originally advertised.

Business Response: Dear Ms. ****,
Your recent correspondence regarding Mr. **** ******** was brought to my attention for review and reply. On May 5, 2014, .Mr. ******** initiated the opening of an M&T Bank ("M&T'') MyChoice Checking account (the "account"). Per Mr. ********'s  correspondence to your agency he states he opened the account as a result of an offer seen on M&T' s website for a $100 promotional cash bonus when direct deposit is activated. Although Mr. ******** did activate direct deposit within the required timeframe, he did not receive the bonus. As noted when Mr. ******** contacted M& T about the bonus, the promotion was restricted to certain regions only. The account was not eligible for the bonus as it was not offered in the region the account was opened in.
As a courtesy, M&T has credited his account with the $100 bonus. On behalf of M&T, I apologize for Mr. ********'s experience and any inconvenience it may have caused. Sincerely,  ******* ******* Customer Care Specialist Office of the Customer Advocate

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I relocated 2 years ago for work purposes. Unfortunately we were not able to sell our home. July of 2013 we were in the final stages of a Deed in Lieu of Foreclosure with **** ** ******* when they sold our loan to M&T Bank. The first 2 months of contacting representatives at M&T Bank their customer service personnel were informative and helpful. However as of January 2014 we have not been given any concrete details and information as to where we are in the process of the Deed in Lieu with M&T Bank. My wife has called almost weekly for the last 7 months. Our point of contact with M&T Bank has never answered or returned her phone calls. She has asked numerous times to speak to a supervisor and the representatives tell her that no supervisors are available or they make a promise to call her back, and no call back has ever happened. M&T Bank has given us no indication of their procedures for a Deed in Lieu as well as no status reports for our loan. When our loan was first sold to M&T Bank we were told that our contract with **** ** ******* would be carried over and M&T Bank would up hold all the details that **** ** ******* had promised. Such as a relocation benefit package. My wife has asked about this benefit and no one has given her an answer.

Desired Settlement: We need in writing... 1. Detailed information about the status of the Deed in Lieu of Foreclosure on our loan 2. A timeline and what the next steps are in completing this Deed in Lieu 3. What our relocation benefits will be (a dollar amount and date it will be delivered) A new point of contact that we can have weekly updates with via phone or in writing.

Business Response: August 28, 2014
Better Business Bureau
Attn: ****
100 Bryant Woods South
Amherst, NY 14228
Re: Consumer Complaint File **** ******** ** ** *******
Dear Ms. *****
Your recent correspondence regarding *** **** ******* has been received by M&T Bank
("M&T") and brought to my attention for review and reply.
M&T was notified by **** ** ******* ******* that the borrower was in the process of
completing a Deed-in-Lieu of foreclosure ("OIL") when the servicing of the loan was transferred
to M&T. M&T requested the needed documents from *** in order to continue the DIL
process, but was unsuccessful in receiving them. ****s attorney acknowledged that they did
not have a signed DIL from *** ******** and *** could only provide an in-house agreement,
not the actual DIL.
As M&T was not able to obtain all the necessary documentation from **** M&T needed to
start the process from the beginning to determine if the DIL could be completed based on the
Department of Housing and Urban Development ("HUD") guidelines.
On behalf of M&T, I would like to sincerely apologize for the frustration that *** ******* has
experienced as the result of M&T's completing the DIL process.
M&T requested the title commitment and submitted a remove the credit reporting as a result of
the delay in completing the DIL. M&T received the notice of the clear title on August 21,2014,
and the closing of the DIL is in process.
If *** ******* has any questions about the status of the DIL, he may contact his ****** ***** **
******* ********* ******* ******* at ***************
Sincerely,

***** *****
M&T Bank
Office of the Customer Advocate / Customer Care Specialist

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I were experiencing financial difficulty, to prevent a late or delinquent mortgage payment we contacted M & T Bank, our current loan holder via phone on 7/3 to determine what opitons were available to us. We were told that we could apply for a deferred payment plan that will allow us to pay our July mortgage over the next 3 months. We completed the application process and were qualified. The terms of the agreement was that our July payment would we split equally over the next 3 months and to be paid with our scheduled payment by the 20th of each month. We had some concerns whether this would negatively affect our credit as we proud ourselves on paying our mortgage in full and on time, which we have done so since buying our home in 2010. We were constantly re-assured throughout the call that it will not be reported to the credit bureau unless we paid late or didnt pay at all. My husband and I agreed to the terms. We later received an alert this month (August) regarding our credit report, M & T Bank reported us as being delinquent for July. I contacted M & T Bank and voiced my concerns, they insisted that this was included in the terms, I explained that this was not made known to us while speaking with the representative. They referred us to the letter we signed to complete the agreement, unbeknownst to us, there is a disclaimer in the letter that states somethign to the effect of "Unless otherwise agreed, the unpaid amount will continue to report to the credit bureau". We advised that when we were discussing the Agreement with the Representative, he told us that we will received a letter in the mail within a few days, upon receipt we need to sign and mail or fax back to them. We received the letter and assuming that it was the exact terms discussed via phone, we signed the letter and faxed it back to them. We were then told we were made aware in the letter therefore, there's nothting can be done. However, the letter states "Unless otherwise agreed". I advised the representative agreed that it would not be reported, therefore it should be corrected. There calls are recorded and a verbal agreement is withstanding. They advised that we could dispute the inquiry with the credit bureau. I insisted on speaking with a Supervior, the supervisor was not available and I was forwarded to his voicemail. I left a message and the representative frowarded an email detailing my concerns. I have yet to receive a call back to determine a resolution. It is a known fact that paying your mortgage late will cause major financial hurdles for you in the future, we will forever have to explain this issue whenever we need financing to purchase anything and may possibly get denied credit because of it. If there is an arrangement made with a customer, you should not be penalized until you default on the agreement.

Desired Settlement: We would like for a correction to be issued to all 3 credit bureaus for both my husband and I advising that we are not delinquent. We would also like for our account with M & T Bank to reflect current and in good standings with no fees access. If the payment is late or missed then M & T Bank has the right to report accordinlgy.

Business Response: August 28, 2014
*** ******* *** ******** ******* ***** ****** ***** ***
************* ** *****
Re: Mortgage No.: **********
Property Address: 1 **** ****** ***** ***
************* ** *****

Dear *** ******* *** *** ******** ********
I am writing in response to your letter of complaint filed with the Better Business Bureau
regarding the above referenced mortgage and the negative credit reporting that occurred in
August 2014 for the July 2014 monthly payment.
You contacted M&T Bank on July 2, 2014 to request payment assistance. At that time, a
homeowner's assistance representative reviewed a Deferred Payment Plan Agreement with you.
I have listened to a recording of this phone call and confirmed that credit reporting was
discussed. You were advised that M&T Bank does not report to the credit reporting agencies
until the 5th of the month. Therefore, as long as you made the July 2014 monthly payment by
8/5/14, you would not be reported as 30 or more days delinquent. You were also advised, that if
the payment was not made in full negative credit reporting may occur. M&T Bank approved you
for the Deferred Payment Plan and you requested to contact us in a few days to confirm
enrollment. On July 16, 2014, you contacted M&T Bank again and the Deferred Payment Plan
Agreement was setup to skip the July 2014 monthly payment and spread it over the next three
months with payment due by the 20th of each month. You verbally agreed to this plan and the
agreement was mailed to you, which you signed and mailed back to M&T Bank. I reviewed this
phone call as well and confirmed that no credit reporting information was discussed.
The Deferred Payment Plan Agreement states:
"Unless otherwise agreed, credit bureau reporting will continue
until the account is brought current."
In review of the account and telephone calls, I have confirmed that our credit bureau reporting
information is accurate and no other agreement was made regarding credit reporting during the
Deferred Payment Plan; therefore, we will not make the change you requested. M&T Bank is
required by the Fair Credit Reporting Act to report all factual information to your credit profile.
If you have documentation reflecting an error occurred, please forward it to M&T and we will
review as appropriate. You may forward this documentation to: *** ***** ** *** ***** ******** ** ***** ** *** *** ***************
I hope I was able to fully address your concerns. We sincerely value your relationship with
M&T Bank and are committed to providing you with the highest level of service. If you have
additional questions, please do not hesitate to contact me at 1-************* **** ****, with any
concerns you may have.

Sincerely,

******* ****
Mortgage Customer Support
Retail Servicing
CC: Better Business Bureau
ID # ********

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recently I had been charged for an overdraft fee which I paid for on my online account. I paid the total of the bill as per the representative I spoke with. I was given no information about other charges being present or added on later to my account. I check all of my bills online including my overdraft. While online I looked at my overdraft fee continuously to make sure I didn't owe any money; my balance was zero dollars. Three months after I paid off my balance I received a call stating I owed money on my overdraft. I went to my account online and again there was a balance of zero. I then proceeded to call M&T bank and try to correct the mistake of seeing no balance online and receiving a phone call that stated I owed a balance. I explained the situation telling them my online balance still stated zero dollars owed and that I didn't understand what was going on. They replied well it was on your statement. I told them I was checking my online balance and nothing is present. How can I be held responsible for something I don't see, however I will be more than happy to pay the bill if you waive my late charges of fifty dollars because again I am not seeing the balance on my overdraft. It was at this time that I was transferred to from the collections dept. to the retail dept. in this dept. I spoke with a manager who transferred me back to the collections dept. stating we don't handle that, ill transfer you to the correct dept. So I was again transferred back to the collections dept. who then again transferred me back to the retail Dept. who then proceeded to tell me there is nothing she can do.

Desired Settlement: I would like them to remove the late fees and I will be more than happy to pay for the money that I originally owe. It is 2014 and I feel that they should assure that the proper amounts and charges should show on their web banking application that they encourage you to use.

Business Response: Dear ****,
Your recent correspondence regarding Ms. ******* ******* was brought to my attention for review. M&T Bank ("M&T") records indicate a $133.52 advance was made from Ms. ******'s Revolving Line of Credit ("RVL") account on May 29, 2014. A payment was made to her RVL on May 30, 2014, in the amount of $130. An additional $28.59 advance was made on May 30,2014, and an additional payment of $30 was made on June 6, 2014. However, a $12.50 transfer fee was assessed to each advance, causing a total amount of $25 in fees to be owed. A minimum payment of $27.26 was due by July 10, 2014. This amount included the fees assessed during the previous cycle and applicable interest. No payment was made by July 10, 2014, and the account became past due. A late charge of $25 was assessed on July 20, 2014, as a result of non-payment. No payment was made in August and an additional $25 late charge was assessed on August 20, 2014. M&T records show that Ms. ******* receives her monthly checking account and RVL statements via her Web Banking. Although her Web Banking account itself showed her principal balance outstanding as $0, the RVL statement showed the payment due. Per Ms. ******s's correspondence to your agency she is requesting that M&T waive the two (2) late fees assessed to her RVL. Despite the fact that the fees were not assessed as a result of a bank error, we have agreed, as a courtesy, to waive the late fees and interest due on the account. I hope this information has been helpful. Ms. ******* may contact me at ************ with any questions.  Sincerely, ******* ******* Customer Care Specialist Office of the Customer Advocate

9/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened up an checking account and savings account with M&T bank and I wasn't told in details how the account works. I made transfers from my SavingsAccount to my Checking Account online .And I never got any alerts saying I'm going over my transactions . I was clueless how it works. They scam and got over on me and charged me $*** in fees to my Savings accounts . I don't have money like that to just throw away especially when I was giving wrong information from the representatives . I spoke to several managers and nothing was done. They gone tell me that they would just give me back $**. That's not right. And I want this resolved ASAP or I will get a lawyer involved. They have the worst customer service ever. I don't refer anybody to them . Bad buisness

Desired Settlement: I want to be credited my $*** back . They are doing fraud buisness. And I want my account investigated.

Business Response: ****** 25, 2014
Better Business Bureau
***** ***** ********* *******
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ** * * * * *****
Dear Ms. *****
Your recent correspondence regarding *** ******* ******* was brought to my attention for
review and reply.
M&T Bank ("M&T") records indicate your Relationship Savings account was opened on
******* *******, at the ***** M&T Branch located in ************** ********* The same day
you also opened a MyChoice Checking account.
I have enclosed a copy of the Specific Features and Terms for the Relationship Savings account
that you were provided upon account opening. Within the Specific Features and Terms, M&T
customers are informed that there are restrictions on the r.umber of withdrawals that can be made
each month and, in addition, that an excess withdrawal fee may be assessed for exceeding certain
activity levels.
Please note that under the Federal Reserve Board's Regulation 0 ("Reg 0"), all depository
institutions with transaction accounts must enforce limits on the number of certain types of
withdrawal and transfer transactions on savings account. An owner of a savings account or
money market account is permitted no more than six (6) of these withdrawals within a calendar
month. However, Reg 0 does not limit the number of transactions for A TM withdrawals or
withdrawals made in person at an M&T Branch Office.
As indicated in the disclosure when you opened your account, any withdrawal over four ( 4)
would be charged a $5 excess withdrawal fee. Within your November 2013 monthly statement
was a disclosure titled Important Information Regarding Changes to Consumer Deposit
Accounts. Within this disclosure, M&T Relationship Savings account customers were informed
that beginning March 13, 20 14; the excess withdrawal fee would increase to $12.50. Also, the
fee would be charged after the first six ( 6) withdrawals, instead of the first four ( 4) as it was
previously. M&T records indicate you receive your monthly statement cycles via M&T Web
Banking. As such, this would have been provided via a blue hyperlink within your online
statement.
It appears there were no transactions within your Relationship Savings account until ******* **
2014 when a deposit of*** was made. From ******* ******* to ******** ** ****, six (6) debits
were made resulting in a *** excess withdrawal fee being assessed on ******** *** ***** In the
month of ***** ****, thirteen withdrawals were done and you were mailed a letter from M&T
on ***** *** **** advising that you of the withdrawal limitations.
Excess withdrawal fees were assessed on ***** ******** in the amount o***** and again on ****
*** ***** in the amount of******. A second violation letter was also mailed on **** ******* as
eleven withdrawals had been performed over an eight day period. The letter advised that if
violations continue the account would be closed.
Over 30 withdrawals were done from **** *** **** to ****** ** ***** This resulted in excess
withdrawal fees totaling $***. You contacted the M&T Telephone Banking Center on ******
******** requesting a refund of the fees. A total of*** was refunded to your account as a
courtesy as the fees were assessed correctly and no bank error occurred.
After further review of your account, and based on your correspondence to the Better Business
Bureau, I have refunded an additional **** to your account, for a total refund amount of *****
I hope this information has been helpful.
Sincerely,

******* *******
Customer Care Specialist
Office of the Customer Advocate
Enclosure

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband I fell 6 months behind in our mortgage almost 2 years ago and it was bought out by M&T Bank. They had offered us a loan modification and lowered our mortgage. We were able to pay this amount but the reps kept telling us the loan modification would close soon so to keep paying the amount they billed us. We have faithfully for since May 2013. My husband was offered a job this past February and we wanted to take it because it would be better for us financially to pay off our debts. I called and told the rep, ********* she said I could list my house but couldn't guarantee we'd qualify for a short sale. We have tried 2 years now to sell this house with little to no luck. She told me our modification would be closing in the 'next couple of weeks', in March. So we had hopes it would close in April to early May. Well we got a cash offer on our house May 4 and we waited and waited for the bank to accept. In June, ******** told my realest agent that we couldn't submit for a short sale until this load modification was completed yet when I called ******** that day she told me that she didn't know when it would close. So in the mean time our only offer on our house backed out and then bought another house in our subdivision. Getting fed up I emailed the person I sent our hard ship letter too and asked for advise. They had ******** call me on 7/22 to tell me we didn't qualify for a loan modification even though we'd paid on it since May 2013. She said she'd send short sale package out. When I didn't get it I called her and she said oh she had to send off for it to be okayed to send to us. Then said well I just go ahead and have it sent out today. Help us find out what the heck this company is doing. As of now we moved so my husband can work and my house is empty and I'm fearful it will foreclose before I get okayed for a short sale. We can't financially support two houses. But we are getting know where with this company. And we have paid everything they asked us to pay. Find out where the money is

Desired Settlement: I would like to know how I can qualify to get my house sold before it goes into foreclosure and our credit is forever scarred. We've done everything this company has asked us. And how we were denied a 'loan modification' is beyond me because it was this companies idea to basically refinance this loan and lower the payment to where we could afford the payments. I just need some closure as to how to get this company to accept another offer on my house. We need to get this house sold sooner than la

Business Response: ****** *** **** ****** ******** ****** ***** **** *** ****** ***** ***** ******** ** ***** *** ******** ********* **** ***** ** ******* ** *********
Dear Ms. ****: Your recent correspondence regarding *** ***** ** ****** has been received by M&T Bank ("M&T") and brought to my attention for review and reply. As *** *** **** ****** have a Federal Housing Administration ("FHA") loan, M&T is required
to abide by the guidelines of the Department of Housing and Urban Development ("HUD") when reviewing a loan for any non-retention workout assistance. In accordance with HUD guidelines, a loan must first be reviewed for retention workout options before being reviewed for non-retention options. M&T could not review the ******* loan for non-retention options until the ******* prior modification approved by Bank of America was completed, which included the receipt of the recorded modification documentation. On July 17, 2014, M&T received the recorded modification documentation, and reviewed the ******* loan for loss mitigation retention options in accordance with HUD guidelines. As the review resulted in the ******* loan being declined for a retention option, the loan was submitted for a non-retention review. At this time the loan is in review to determine if M&T can proceed with the short sale requested in accordance with HUD guidelines. If *** *** **** ****** have any questions about the status of their short sale request, they may contact their Single Point of Contact ("SPOC"), ******** ***** at 1-************* Sincerely,  ***** ***** M&T Bank  Office of the Customer Advocate / Customer Care Specialist

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a dispute for charges not authorized by me open for over a month. they sent me two papers to sign and they were signed and returned to them within 24 hours. they now claim they never received the letters. so i gotr their fax number and have faxed the paper to them every day for a week and 3 times two days ago. i was told the issue would get resolved and to call back today. I called and now they say it wiull not be handled today. these charges have absorbed alot of my money and idk what to do now. i have all fax confirmations to prove it was sent numberous times and they claimed they didnt get it.

Desired Settlement: I would like all of the charges removed off my account and my balance to be brought back to a positive balance of over 100 dollars like it should be.

Business Response: August 18, 2014
Better Business Bureau
Attn: ****, ***plaint Handler
1 00 Bryant Woods South
Amherst, NY 14228
Re: ***plaint ID # 10159916
Dear Ms. *****
Your recent correspondence regarding *** ***** **** was brought to my attention for review.
On June 15, 2014, *** **** contacted the M&T Bank ("M&T") Telephone Banking Center to
report two (2) transactions on his account that he did not authorize. These transactions were
assessed by ******** ****** on June 9, 2014, for $39.95, and June 12,2014, for $49.95. Also,
*** ****** account was charged two (2) international fees, $1.20 and $1.50, for these
transactions.
During *** ****** conversation with the representative, he advised he was unaware of the
merchant and that he did not authorize any charges to be debited from his account. As a result,
the representative filed a dispute on both transactions. On June 16, 2014, M&T provided ***
****** account with provisional credit in the amount of $89.90 and also provisionally credited
the international fees while an investigation began.
*** **** contacted the Telephone Banking Center again on June 18, 2014, advising he noticed
additional unauthorized transactions and wished to dispute those as well. A total of six (6)
transactions were disputed: two (2) transactions from "PFRewards" for $24.99 and $1; an
additional transaction from **********.*** for $29.95, and a corresponding $0.90
international fee; and three (3) transactions from *************** for $19.95, $1.95, and $1.95.
*** ****** account was provisionally credited for these transactions on June 18,2014, as the
investigation continued. *** **** was also provisionally credited for two (2) overdraft fees of
$38.50 each that were assessed as a result of the transactions he was disputing.
On June 18, 2014, *** **** was sent a letter from the M&T Card Services Department
requesting he ***plete a Written Confirmation of Electronic Funds Transfer Dispute Form and
return to M&T by July 1, 2014. The information was received on June 26, 2014. *** ******
***plaint indicates that he was advised this information was not received. On behalf of M&T, I
apologize for any mis***munication.
On June 30, 2014, *************" credited *** ****** account $49.95, $39.95, and $29.95.
During the investigation M&T received information from the merchant that *** **** authorized
the charges assessed by **************** M&T was provided with documentation from
*************** showing *** **** agreed to a contract that was also evidenced by the inclusion
of an e-mail address, which was also a match to what *** **** provided to M&T.
As a result of the above, it was determined that the transactions disputed were authorized and not
unknown, or credit was provided by the merchant. A letter was mailed to *** **** on July 17,
2014, advising of the denial and that all the provisional credit would be removed from his
account on July 21, 2014.
As of July 21, 2014, prior to the removal of the provisional credit, *** ****** available balance
was $95.25. A total amount of $250.29 was removed from *** ****** account, which caused the
account to overdraw by $155.05. On July 22,2014, *** **** was assessed an overdraft fee
which brought the overdrawn balance to $288.54.
A direct deposit in the amount of $100 was received on July 25, 2014, which left the account
overdrawn by $188.54. *** **** performed multiple balance inquiries and ATM withdrawals
subsequent to August 1, 2014, however, no additional overdraft fees were charged.
As a courtesy, I have refunded the extended overdraft fee that was charged on July 28, 2014. The
total balance now owed to M&T is $736.04.
M&T is unable to honor *** ****** request to refund all fees and place his account balance at
$100, as all fees were assessed accordingly, and *** **** made several ATM withdrawals and
received the funds without having a balance in his account. *** **** would have been made
aware of the overdrawn balance each time he performed a balance inquiry.
*** **** must satisfy the outstanding balance by October 21, 2014, to avoid account closure and
further collection efforts by the M&T Collections Department. He may satisfy this balance by
making a deposit via an M&T ATM, or at his local M&T Branch.
I hope this information has been helpful.
Sincerely,
******* *******
M&T Bank
Customer Care Specialist / Office of the Customer Advocate

8/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went to withdraw a large amount of MY money and the employees about had a cow! The manager got really NASTY with me saying he needs a day's notice for me to withdraw MY money in the amount I wanted. This was today (Thursday July 3, 2014) He said for me to come back Monday, then said No, Tuesday because I need a day's notice. I said I'll be here Monday. Today is your notice. You have the entire weekend!!! AND when I come, I'm not just making a withdraw, but CLOSING my account! He got really irate, pushing my ID at me saying: "And bring the correct ID next time. Bring a passport!" I had my bank card and a NY State PHOTO ID! As I left, I stopped at the ATM and took $500. I went down the street to ********* and when I paid with my card, it was denied! Apparently, this manager stopped my transactions, so I went right back. Through the locked doors, he said I withdrew my limit at the ATM. I told him that's not true because I've used my card on the same day I also withdrew $500. He then threatened to call the police. As if that would scare me. I found an officer outside the police station down the street. He said I should close my account with the bank.I was in there another day and this same manager acted the same exact way with another customer who came in to close his account. This took place at the Park Slope location in Brooklyn, NY. 354 Flatbush Ave. Brooklyn, NY 11238

Desired Settlement: Something needs to be done about this manager! He needs anger management and should be made to go. He needs to learn how to treat customers, as do the other employees at this location. Maybe he should also be demoted to teller.I will be closing my account with this bank!Please contact me via email, the final results.

Business Response: Dear Ms. ****,  Your recent correspondence regarding Mr. *********** ***** was brought to my attention for review and reply. On July 3, 2014, Mr. ***** visited the Park Slope M&T Bank ("M&T") Branch located in Brooklyn, New York, with a request to withdrawal $14,657.15 from his checking account in cash. As a result of the large dollar amount request, in addition to requiring proper id, M&T took extra steps to verify Mr. *****'s identity which included having him verify his social security number. Mr. ***** was unable to verify his social security number and was only able to provide M&T with a New York State Benefits Card, which does not qualify under M&T guidelines as primary identification. A second form of identification was requested, and Mr. ***** stated he did not have a second form available. Mr. ***** was then asked to return when he had a second form of identification. Additionally, Mr. ***** was advised to notify the Park Slope Branch at least a day before he intended to return to ensure adequate cash was available to service his request. Before leaving the branch, Mr. ***** withdrew $500 at the branch's ATM. He then returned to the branch later that evening at closing time attempting to make the large withdrawal again. ***** *********, Branch Manager, advised Mr. ***** to return on Saturday, July 5, 2014, with proper identification and they would complete his transaction. At no time did Mr. ********* attempt or threaten to contact the police. Per Mr. *****'s correspondence he states he attempted to make a purchase after he withdrew $500 from the Park Slope A TM on July 3, 2014. He then states this purchase was declined. A review of his debit card history does not show any declined transactions on that day. At M&T, we place a high priority on customer satisfaction and we pride ourselves on providing excellent service to each of our customers. We were disappointed to hear of Mr. *****'s experience, and we apologize for any inconvenience. Sincerely, ******* *******M&T Bank Customer Care Specialist

Consumer Response: 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. 

Responding to each remark in their response to you:  I did go in to the branch on July 3, 2014. I requested to withdraw $10,000. When I was treated UNPROFESSIONALLY by "Mr *********" I then said instead of the withdraw of $10,000, I'll return to close my account with them. That's when he pushed my ID at me, and in a harsh manner, told me to bring the correct ID, such as a PASSPORT! No social security number was mentioned! (I had my passport, birth certificate and ss card on me, but he ("Mr *********") said to return Monday with the ID. Then he quickly said, "No come Tuesday. We need a day's notice." I said "I'm here today. I'll be here Monday to CLOSE my account. You have a full weekend's notice." I then left, withdrew $500 from the ATM and walked to ********* down the street. My card was declined! THAT'S the reason I returned to the bank. I didn't return to take another withdraw. Through locked doors, "Mr *********" told me when I withdrew the cash from the ATM, I withdrew my limit and is why my card was denied for my ********* purchase. I told him, I've made $500 withdraws in the past and made card purchase the same day. He said there was nothing more to discuss and if I didn't leave, he will call the cops! On my way back to ********* (Where I paid in cash after the FACT MY CARD WAS DECLINED) I stopped by the police station and an officer told me I should close my account with them.On July 4, I returned to make my $500 daily limit withdraw and my card was DECLINED! So I then went to a Manhattan location ATM to make the withdraw and I was declined at that one too! As far as telling me to return Saturday, July 5, I wasn't told that unless they wanted me to return KNOWING THEY WERE CLOSED! I called their headquarters office for locations open on Saturday July 5. The ONLY ONE open was in Harlem from 9am-12 noon so I had to travel over 45 minutes from my home to Harlem and the trip back again.While there, the manager was NICE! Something the Park Slope employees don't know. He asked if I had tried their ATM and I said no. He walked me to it, I withdrew my $500 and he accepted a check for $1000 which I also withdrew.
As I mentioned in my original complaint, I saw him get irate with another customer who had also asked to close his account.
 
This is a link with complaints about this financial institution. Had I seen this before opening my account, I would have never stepped foot in their bank!
http://ecorporateoffices.com/MTBank-2771

Regards,

*********** *****




Business Response: Dear Ms. ****,  Your recent correspondence requesting additional information related to Mr. *****'s concerns was brought to my attention for review. As stated within Mr. *****'s correspondence as well as M&T Bank's ("M&T") previous response, on July 3, 2014, Mr. ***** visited the Park Slope M&T Branch located in Brooklyn, New York. Although the original amount noted in M&T's previous response was $14,657.15, Mr. ***** has confirmed within his most recent correspondence to your agency his request was to withdraw $10,000. Regardless, based on the large dollar amount requested, additional steps were taken to verify Mr. *****'s identity. As noted in the previous response, the branch was not able to able to obtain appropriate secondary identification from Mr. ***** at that time and,  the branch also had to request Mr. ***** return when the funds could be made available for this large transaction. As a result of the conversation between Mr. ***** and the Park Slope Branch, as well as Mr. *****'s inability to verify identifying information or produce acceptable identification, the Park Slope Branch attempted to notate Mr. *****'s account to protect it from potential fraud. However, the Branch erroneously placed a hold on Mr. *****'s account. This hold caused a
block to Mr. *****'s debit card, which is why the card was declined. The hold was removed on Saturday, July 5, 2014, after the Park Slope Branch was made aware of the error. Based on Mr. *****'s correspondence, he was able to access his funds with assistance at another branch location. Be assured that the information related to this complaint has been forwarded to the appropriate areas. Again, on behalf of M&T, I apologize for the inconvenience this experience caused Mr. *****.  Sincerely, ******* ******* M&T Bank
Office of the Customer Advocate/ Customer Care Specialist

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My mortgage is serviced by M&T Bank. Like all RESPA regulated mortgages, my payment of $1,205.78 is due on the 1st of each month. If received after the 15th, a penalty will incur, and if not received by the last day of the billing cycle, a 30 day mortgage late will be applied to my credit report. I made my payment on 7/7/14. The same day M&T Bank generated a billing statement stating the amount due was $2,411.56 with a due date of 7/1/14 .... The next day 7/8/14 another statement was generated with a regular amount due on 8/1/14 of $1,205.78 ...... since the payment was received before the 15th there was no reason for a harassing billing statement to be sent. On other occasions I have made the payment after the 1st but before the 15th and I have received collection calls from M&T Bank inquiring when the payment would be made. Since the inception of my mortgage in 9/2006 I have never been late.

Desired Settlement: I do not want to be bullied by my mortgage servicing company by receiving calls or statements unless i'm in fact "LATE".

Business Response: Dear ***** *******,  I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the above referenced mortgage. Per the terms of the Note, your monthly payment is due on the 1st of each month with 15 grace days. As the due date is the 1st of the month, M& T Bank may make courtesy calls to you as a reminder if the payment is not received by the third calendar day. Please understand that this process is required as part of a servicing agreement between the investor of your loan, Federal Home Loan Mortgage Corp. (Freddie Mac), and M& T Bank the servicer of your loan. The Freddie Mac also requires M& T Bank to have a signed request on file if a mortgagor does not wish to receive these courtesy calls. M& T Bank has not received such notice from you regarding the courtesy payment calls. As a customer service accommodation, We will accept your complaint as your authorization to no longer receive payment reminder calls until after your grace period has ended.
In your communication you expressed concern related to the payment amount identified on your July 2014 billing statements. Federal regulations require mortgage servicers to send monthly statements to borrowers. When you received the billing statement dated July 7, 2014 you had not yet made your July 2014 monthly payment. As a result, the statement included the amounts dues for July 2014 and August 2014. Your July 2014 was received on July 8, 2014 at which point a new billing statement was generated and delivered to you that reflected only the amount due for August 2014. I apologize for any inconvenience and or confusion this may have caused you. I hope I was able to fully address your concerns. We sincerely value your relationship with M& T
Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at *************** *** ****, with any concerns you may have. Sincerely, ******* ****Mortgage Customer Support

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A deposit was made to Club's checking account. The deposited amount was CONFIRMED BY A RECEIPT of the specified amount also on the deposit slip. Within a few days, a letter was received from M&T that the de[posit was off by $60.00 and was deducted from the account. Immediately I went to the bank and met with the the Assistant Manager. She said that it would be looked into. After no answer for a week, Iwent back and had two more meetings with the Bank Manager in a period of another two weeks after again no getting an answer ---again no answer other than it appears that the action taken was correct, but would be further reviewed. This was unacceptable, and a call was placed to the Headquarters complaint Department. The Manager said the situation would be reviewed further.Again, this was unacceptable. No further responses have been received from M&T. A complaint was made to " Consumer Financial Protection Bureau " -- awaiting an answer. The responses and action by M&T is very unprofessional and unethical.

Desired Settlement: Since it is definite that the monies received by the teller was right on the deposit slip and CONFIRMED BY THE RECEIPT, the deduction from the account was totally out of order. The request is the monies ( $60.00 ) be replaced in the account as ABSOLUTELY BEING COFIRMED BY THE RECEIPT and not challeged at the time of the deposit. To take the faulty decision after the fact of deducting he monies from the account is beyond belief. Please return the ($60.00) to the account.

Business Response: ****** *** ** ** ****** ****** ****** ***** ****** ***** *** *********** *** ******* ** ***** *** **** **** ****** ************* *** ********* ** * ********
Dear Mr. *****,  Your recent correspondences to the Consumer Financial Protection Bureau ("CFPB") as well as the Better Business Bureau. On June 6, 2014, you visited the M&T Bank ("M&T") Branch located in Bear, Delaware, to negotiate a deposit into a business checking account on which you are a signor. The deposit slip accompanying the deposit accounted for 11 checks totaling $115, along with cash and coin of $408.90, totaling $523.90. On June 7, 2014, it was discovered that the incorrect amount of cash and coin was notated on the deposit slip, and only $348.90 in cash and coin was deposited. As a result, a letter was mailed to account address on June 11,2014, advising of the discrepancy, and $60 was debited from the account on June 11, 2014. You visited the M&T Bear Branch and spoke with ******** ******, Branch Manager. Ms. ****** explained that the teller had incorrectly counted the cash and coin, causing the discrepancy on both the deposit slip and the receipt. At M&T Bank, we strive to exceed our customers' expectations with superior quality and service. When an error occurs, we take special care to make sure that the necessary steps are taken to correct the situation as quickly and efficiently as possible. After further review M&T has elected to provide your account with a $60 credit. I apologize for any inconvenience this experience may have caused. Sincerely, ******* ******* M&T Bank Customer Care Specialist Office of the Customer Advocate cc: CFPB

Consumer Response:

The situation is satisfied by payment to the Account.  Although their payment does not admit to THEIR ERROR,   ----so be it.    Resolution is the important aspect of this complaint.Thanks for your assistance in this effort.** ****
Treasurer ,****** ****** ****** ******** ****

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My issues begin again with M&T Bank; I am NOW in receipt of yet another letter dated July 23, 2014, telling me that my flood insurance is required to be paid through my escrow account. Well, anyone with an ounce of common sense would know this is NOT possible seeing as how the flood insurance as well as the hazard insurance is carried as a MASTER POLICY via my homeowner’s association. I have sent these documents to M&T Bank over and over again. This whole situation is becoming extremely frustrating to say the least!! It is a NEVER ENDING ordeal with this bank. Please get it together. The flood policy currently in place does not expire until August 5, 2014, at which time I will send the updated policy coverage certificate to M&T Bank as Always do. As soon as it is made available I by the HOA, I will provide the bank with a copy of the new policy. In the meantime, I can provide current flood policy and hazard insurance documents provided by my homeowners association. The policy cannot be escrowed as it is again, a “MASTER POLICY” paid for by the HOA. I also note that they have Wright Flood listed as my flood insurance, this is no longer a current policy as I have not renewed it since the Association bylaws were amended to require our homeowner’s association to carry Hazard and Flood insurance with replacement cost. I do not believe it is legal to carry two flood policies; but then again, I am only a nurse and you are the “knowledgeable bank” Furthermore, the new FEMA Flood Designations Effective 8/18/2014, is as follows: Insurance Mandated? No New Flood Zone: 0.2 PCT ANNUAL CHANCE FLOOD HAZARD New NAVD 88 Elevation: N/A New Flood Panel: *********** Old Flood Zone: AH Old NGVD 29 Elevation: 9 Old Flood Panel: 12011C0195 F Which equates to the following: 0.2 PCT Annual Chance Flood Hazard: Flood insurance rate zones that are outside the flood plain or the average flood depths of less than 1 foot. Flood insurance purchase is not mandatory. Should you need to, you may access the new flood requirements at the following county website: http://www.broward.org/PermittingAndLicensing/Licensing/Engineering/FloodZoneMaps/Pages/FloodInsChanges.aspx I expect a remedy to this situation immediately. Additionally, I believe some in-services are needed amongst the employees in this department that would better equip them with the tools they need to adequately perform their job and make common sense decisions. Regards, ******** ***** **** ******** **

Desired Settlement: I expect a remedy to this situation (and the future disarray that I am sure will continue to occur as long as I have M&T Bank as my loan servicer) immediately. Additionally, I believe some in-services are still needed amongst the employees in this department that would better equip them with the tools they need to adequately perform their job and make common sense decisions.

Business Response: August 6, 2014
******** **** ***** ** ** * *** *********** ** *****
Re: Mortgage No.: **********
Property Address: ***** ** ** * *** *********** ** *****
Dear ******** *****
I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the above referenced mortgage. On December 16, 2013, M& T Bank responded to your inquiry regarding Lender Placed Gap Hazard Insurance. I have enclosed a copy of this response for your review. The next hazard insurance activity that occurred on your account was on 2/27/14. M& T Bank received policy information from you; however, when we contacted ******** ******** Insurance
Company we were unable to verify the policy information. At that time, we sent you a letter requesting further information to update the Condo Master Policy insurance information. I have enclosed a copy of this letter for your records. On 3/6/14 you faxed the requested Condo Master Policy which was received on 3/7/14 and the account was updated with the new policy information. On 3/20/14, you contacted M& T Bank and advised that the flood zone would be changed due to new information received. At origination the flood zone was identified as zone AH per the
Standard Flood Hazard Determination form which means that flood insurance was required. I have enclosed a copy of this form for your review. On 7/10/14, M& T Bank received updated hazard flood determination information, and the account was incorrectly updated showing the flood insurance was a personal policy instead of a Condo policy. Due to this error, a letter was mailed to you on 7/23/14, advising flood insurance would be added to your escrow account. When you received this letter you contacted M& T Bank on 7/29/14 and the error was corrected. At this time, the account has been fully updated to reflect the property type as a Condo with a Condo Master Policy for hazard insurance that includes flood insurance. M& T Bank has not
received updated flood insurance determination at this time therefore flood insurance is still required under the Condo Master Policy. Once the updated flood determination information is received and confirmed, the account will be updated. I apologize for any inconvenience this matter has caused you and for the poor customer service you received. The appropriate manager of the customer service representative you spoke with has been contacted regarding the bank error that occurred. I hope I was able to fully address your concerns. We sincerely value your relationship with M& T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at 1-************* **** ***** with
any concerns you may have.
Sincerely,
******* ****
Mortgage Customer Support
Retail Servicing
Enclosures
CC: Better Business Bureau
Complaint ID# ********

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This office along with the New York office did not know how to close on the type of loan applied for. They, along with the New York office, signed a good faith agreement which set forth required information necessary to close the loan. When requirements were met, new requirements were constantly imposed outside the original signed agreement. Also a second good faith agreement was sent with new and different information and requirements half way through the transaction. Communication during this time period was also lacking and at numerous times conflicting between the York PA branch and the New York office.

Desired Settlement: Refund of Appraisal fees.

Business Response: August 6, 2014
Better Business Bureau
Attn: ****
100 Bryant Woods South
Amherst, NY 14228
Re: Consumer Complaint File *********** ********* ** *********
Dear Ms. *****
Your recent correspondence regarding *** *********** ******** has been received by M&T Bank ("M&T") and brought to my attention for review and reply. On April 24, 2014, a loan application was taken for *** *******. At the time of the application,
it was not disclosed by *** ******** to M&T that the home was a double wide mobile home. It was not until the receipt of the appraisal that the property was identified as being a manufactured home. As a result, additionail conditions were added in accordance with the requirements for this type of home. On June 1, 2014, a revised good faith estimate was sent to *** *******l, which disclosed the roof inspection fee and the re-inspection fee for the repairs to the home. A copy of the appraisal
was also sent to *** *******l. In order for the property to be considered as real property, *** ******** needed to submit proof that the title was surrendered and the property was affixed and attached to the land. As the requested information was not received, on July 2, 2014, M&T's loan processor reached out to the assigned loan officer, and confirmed that there had been no further communication from *** *******l. Upon receipt of *** *******l's complaint, M&T attempted to reach *********** to discuss his concerns. A message was left requesting he call M&T back at his earliest convenience. In addition, a request has been submitted to refund the $450 appraisal fee. 
Sincerely,

***** *****
M&T Bank
Customer Care Department

Consumer Response: Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. However I will note that inaccurate information contained in the response from M&T was clarified by myself via a verbal phone call to ******* *****.  

Regards,

*********** ********


8/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged twice for a ******** product. I disputed the charge with mandt bank. Mandt bank did not refund the charge and also charged me an additional almost $40 for insufficient funds when my adjoining account had more than sufficient funds to cover the money mandt bank took from my account and made my account negative.

Desired Settlement: I would like all the funds mandt bank took from my account returned.

Business Response: Dear Ms. ****,
Your recent correspondence regarding Ms. **** ******** was brought to my attention for review. On June 23,2014, Ms. ********'s M&T Bank ("M&T") checking account was debited twice from ******** (the "merchant") for $10.96 each, causing her account to overdraw by $5.14. Ms. ******** then initiated a $210 transfer from her savings account to her checking account to cover the balance. Accordingly, no fees were assessed. On July 2, 2014, Ms. ******** contacted the M&T Telephone Banking Center requesting to dispute the second debit from the merchant, as it was unauthorized. A dispute was filed, and Ms. ********'s account was provided with provisional credit in the amount of $10.96 while the transaction was being investigated. Also on July 2, 2014, the merchant credited Ms. ********'s account in the amount of $10.96. M&T became aware of the credit from the merchant on July 15, 2014, and, notified Ms. ******** by letter that day that, on July 22, 2014, her account would be debited for the $10.96 previously provisionally credited on July 22, 2014. However, at the time the provisional credit was reversed Ms. ********'s account balance was $8.25. The reversal caused her account to become overdrawn, and as no deposit was made, an overdraft fee was assessed on July 23, 2014, in the amount of $38.50. On July 31,2014, Ms. ******** visited the M&T Branch located in Fairport, New York, and spoke with ***** ******* Branch Manager, about the overdraft fee. Mr. ****** refunded the fee to Ms. ********'s
account. Sincerely, ******* *******M&T Bank Customer Care Specialist

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Bank does not send statements to me. Only after the payments are late, they start sending letters. WHERE ARE MY STATEMENTS AND BILLS? I did a complete balance transfer of $4,700 and they did not send me anymore bills until yesterday. I was notified that I was 85 days past due??? Really??? While dealing with M&T they have charged me probably over $1000 in fees.

Desired Settlement: Return my stolen money!

Business Response: Dear Ms. ****,
Your recent correspondence regarding Mr. **** ******* was brought to my attention for review. On March 9, 2011, Mr. ******* opened an M&T Vi sa Credit Card account at M&T Bank's ("M&T") Reisterstwon Road, Owings Mills, Maryland branch location.
Mr. ******* also set up an M&T Web Banking account on that day. During the opening process, he elected to receive information electronically, including statements to his M&T Web Banking account. As a result, his M&T Visa Credit Card account statements are delivered to his Web Banking account. Every month, an email is sent by M&T advising Mr. ******* that his statements are available and to log into his Web Banking account to view the statements. M&T records indicate that Mr. ******* received his M&T
Visa Credit Card statements electronically beginning in April 2011 through July 2014. During that three plus year period Mr. ******* did not raise any concerns about receipt of his electronic statements through his Web Banking account. On July 8, 2014, Mr. ******* contacted the M&T Telephone Banking Center and asserted that he was not receiving his statements. He was advised that per his March 2011 election, his statements were being delivered electronically to his M&T Web Banking account. During the July 8 call, Mr. ******* requested the representative terminate his election to receive his statements electronically. Going forward, Mr. ******* will receive hard copies of his statements via US mail and will no longer receive electronic copies of his statements.
According to his correspondence with your agency, Mr. ******* states that he did not receive statements for his M&T Visa Credit Card account; however; as stated above, M&T records indicate that Mr. ******* received electronic copies of his account statements from account opening through July 2014 (after which point he requested a different method of delivery, which M&T will honor). Thus, M&T has no records that indicate that a period of time existed during which Mr. ******* did not receive statements for his M&T Visa Credit Card account. In his correspondence to your agency, Mr. *******'s also states that he completed a balance transfer of $4,700. M&T records demonstrate that on December 10, 2013 , M&T received a check from ****
Federal Credit Union in the amount of$4,809.91 , which was applied to Mr. ******* 's M&T Visa Credit Card account outstanding balance, leaving a total balance owed of $348.02 and a minimum payment of $15 due on January 28, 2014. Mr. ******* did not timely make this payment and late fees were assessed (on February 4 and again on March 4). M&T records further show that on March 7, 2014, Mr. ******* made two payments in the amount of $20 and $15 respectively. M&T records show that the next payment of $25 was due April 28, 2014. Mr. ******* did not timely make this payment and a late fee was assessed (on May 5). Mr. ******* did not make any payment on the account in May, and an additional late fee was assed (on June 4). Mr. ******* did not make any payment  on the account in June. In addition to the electronic account statements which M&T sent to Mr. *******'s Web Banking account, M&T Collections sent past due notices to Mr. ******* on May 22, June 13, and June 30, 2014, advising Mr. ******* of the past due amounts owed. On July 10,2014 Mr. ******* paid off the total outstanding balance on the account, $530.38. M&T records demonstrate, as stated above, that Mr. ******* did accrue several late fees on his M&T Visa Credit Card account as a result of untimely payment. After reviewing the records, M&T has identified no bank error. If Mr. ******* has additional information that he believes would clarify his concerns about this account or has questions about this account, he should contact the M&T Telephone Banking Center at **************. I hope this information has been helpful. Sincerely, ******* ******* M&T Bank Customer Care Specialist

Consumer Response: 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.
Regards, ****   How about the fact that I called the bank and you admitted toMe that it's a BANK ERROR. I have selected to receive paper statements, why have I not received them. Let me answe that, because it was a bank error and it's CLEARLY listed I your system because I was told so over the phone. Due to this BANK ERROR I did not receive statements when my account was allegedly payed off and received late payments all thr way up until I received collection letters. You didn't forget to turn that one on? Did you? So now you have also taken away all My points that I EARNED. How about you do a little better research and get back to me with a better answer. 



Business Response: Dear Ms. ****,
Your recent correspondence requesting additional information regarding Mr. **** *******'s concerns was brought to my attention for review. A review of M&T Bank ("M&T") records indicates Mr. ******* enrolled in M&T Web Banking on March 9, 2011, and elected to receive electronic statements in April 2011. The electronic statements continued through July 8, 2014, when Mr. ******* requested paper statements. M&T does not have records related to a conversation between Mr. ******* and the M&T
Telephone Banking Center in which any representative advised that an error occurred. However, we do have record that a representative updated Mr. *******'s account from electronic statements to paper statements during their conversation on July 8, 2014.
Per the Terms and Conditions of the M&T Rewards Program, a customer is advised that failure to maintain a good standing credit card status may result in forfeiture of earned points. Also, the Terms and Conditions state that a customer is not entitled to compensation when points have expired or if they are forfeited for any reason. However, as a courtesy, M&T will reactivate Mr. *******'s rewards account and reinstate any points Mr. ******* may have earned. Mr. ******* will be able to access the rewards site to redeem those points or he can do so by calling the M&T Online Department at **************.  I hope this information has been helpful. Sincerely, ******* ******* M&T Bank Customer Care Specialist

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our mortgage was sold to M and T Bank in 2013 by **** ** ******** We did not fight the sale as I now know we could have to a bank with less than stellar reviews and practices. Our mortgage due date is the 1st of every month with it not considered late till the 16th. On the 1st and everyday of the month till we pay on the 1th a representative calls just about every 2 hours! The payment is not considered late till the 16th which to me seems when someone should be calling not before. This has caused problems with myself and my employer. I cannot get the representative that calls to understand the payment is not late and that calling multiple times every day is causing me to have problems with my employer. If I loose my job because of this how am I suppose to make a payment? They are rude and will not listen!

Desired Settlement: To not have a representative contacting me about a payment till it is the 16th date or later when the payment is actually late.

Business Response: Dear ****** ** *******
I am writing in response to your correspondence to the Better Business Bureau regarding the above referenced mortgage account. In your letter you stated that you wish not to be contacted regarding the status of your mortgage payments, prior to the end of the grace period. According to your Note, enclosed, your payments are due on the first of the month. When your payments are not received on the 1st they are considered 'Past Due'. Although there is a 15-day grace period for mailing purposes, M&T Bank reserves the right to contact you when your payment is not received on the payment due date (1st). If you wish not to receive payment reminder courtesy calls, a written request with the signature(s) of all borrowers is required. However, we will accept your complaint to the Better Business Bureau as your authorization to no longer receive payment reminder courtesy calls prior to the end of the grace period. I hope I was able to address all of your concerns. We sincerely value your relationship with
M&T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at *************** **** ****, with any concerns you may have. Sincerely, ******** *******Mortgage Customer Support Retail Servicing Enclosure

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just reviewed my credit report and was in total shock. I'm trying to buy a new home and when the banker reviewed my credit they denied me because of this inaccurate account with M&T Bank. I looked through every piece of paper in my records (and I keep track of everything) and I cannot find anything showing my approval or acceptance of this account. I requested they provide me with documentation that proves 100% that I personally accepted this account 45, 90, and 120 days ago. As a result they sent me nothing even acknowledging my dispute with the account in question. I was contacted by a collection company on their behalf a month ago demanding I pay them. The company refused to leave their name and demanded that I pay them the balance of this account. When I asked the collection company to send me proof via mail they said that they would not verbally demeaned and insulted me. At this point this account is actually preventing me from buying a new home and as a result preventing me from putting a roof over my sons head as a single mother. I am a veteran and after three tours in support of Iraqi Freedom I developed PTSD and Major Depression which medically disqualified me from continuing to serve this country. Currently I am in the process of being honorably discharged from the military altogether due to my mental health proble*** I have served my country and it is upsetting that a creditor is allowed to assassinate my character and send collection companies after me when they refuse to provide me documentation that the account in question is even mine. This account is completely inaccurate and those inaccuracies should not be showing on my report. I disputed them on my credit report and even hired a company to help me yet they still remain. M&T Bank has not been supportive in communicating with me or even attempting to resolve this matter professionally and it shows in that they are unwilling to respond to me with actual proof that this is my debt or even correct inaccuracies on my report that harm my character and ability to provide my child with a better life. I am a woman who performed the ultimate selfless act putting my life on the line for this country and this company cannot even assist me with proof has lied claiming to support soldiers as well as turned its back on me. There actions have resulted in repeated denials of credit, lost opportunity to receive credit, economic loss.

Desired Settlement: Other (requires explanation)I consider this defamation and I want this removed from the 3 credit bureaus. This debt also appears twice on all three credit reports.

Business Response: July 25, 2014
Better Business Bureau
Attn: ***** Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: **** **** ****** ********
Dear *** *****
Your recent correspondence regarding *** *** ****** was brought to my attention for review. As detailed below, the debt is still legally owing, the credit reporting has been accurate and M&T Bank ("M&T") has repeatedly responded in writing to *** ******** various inquiries on the same subject. On September 15,2006, *** ****** entered into an agreement with ****** **** ** ***** for the purchase of a vehicle in the amount of$22,726.48. ****** **** ** ***** utilized ********** ***** for financing, and the agreement was signed by *** ****** on September 5,2006. Enclosed is a copy of the agreement. In August 2011, *** ******** Installment Loan (the "account") was transferred to M&T Bank ("M&T") as part of the ********** ***** to M&T acquisition. On or about July 22,2012, the vehicle was in an accident and *** ******** insurance deemed the damages as a total loss. M&T received a payment from the insurance company on August 1, 2012, in the amount of$5,842.88. However, this amount was not enough to cover the entire balance, which at that time was $5,883.77 in principal and interest, along with approximately $180 in late charges from previous past due payments, and $90 in other fees. This may be part of the disconnect for *** ******: that her insurance did not completely pay off the amount that she still owed on her account. As no further payments were received, the account charged off to the M&T Collections Department on September 26, 2012. Collection notices were sent to the address on file on
September 28, October 26, and November 27,2012. On October 25,2012, *** ****** contacted the M&T Collection Department and offered to settle on her account for $50. Her request was denied, and she did not set up future payment arrangements.
On November 15,2012, *** ****** contacted the M&T Collections Department and advised  she would be unable to pay the entire balance up front and requested a payment plan with payments being made every two (2) weeks. M&T agreed, but did not hear back from *** ****** regarding the amount she would be able to pay, and no payments were made. On February 5, 2013, M&T sold the account to ******** ********* ************. The current balance owed is approximately $453.18. This is a simple interest loan and interest accrues daily at approximately one (1) cent per diem. To make payment arrangements, *** ****** should contact ******* ******** or ******* **** at ******** at ********* *** ** ************* respectively. On December 12,2013, M&T received a letter from *** ****** stating that she was aware of the derogatory information being reported to the credit reporting agencies and requested that M&T review her account and remove the derogatory information. M&T responded on December 27, 2013, advising that all information was reported accurately and, for that reason, we would not be able to remove this reporting. On April 3, 2014, M&T received a letter from *** ****** stating that account held at M&T was fraudulent, and she did not authorize this account. M&T responded to *** ****** on May 7, 20 I 4, and included with its response a copy of the agreement signed with ********** ***** in September 2006. That response is enclosed for your reference. In reference to *** ******** concerns regarding the way her account is being reported by both M&T and ********** *****, please note that the ********** ***** reporting specifies the account was transferred, and only M&T is reporting on her account. M&T continues to report accurately to all credit bureaus. 
Sincerely,
******* *******
M&T Bank
Customer Care Specialist
Enclosure
*******

8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 06/04/2014 I made an ATM deposit of two checks one $125.00 and the other $35.00 and $600.00 dollars plus in cash at the Seton Hill M&T bank 5724 Wabash Ave. Baltimore Md. 21215. I received credit for the two checks put was denied credit for the $600.00 plus dollars I deposited. I counted out and separated the $600.00 dollars and place the $600.00 dollars in the zipper part of my wallet I did go into this separated zipper part of my wallet to remove $20.00 or $ 40.00 dollars but replaced more money back into the zipper part which was over $40.00 dollars but less that $100.00 dollars. I have placed money in this same ATM machine before and the ATM machine counts and add all of my money so that I will not have to count it. I am so mad at myself for not counting my money before making the deposit but I know I had at least $600,00 dollar minus the extra money that I added. I had $600.00 dollars but no more than $700.00 dollars. I have been calling M&T bank almost every other day after 06/04/2014 because I know that when it comes to money with Bank the Bank is not going to believe me. I only stop calling when I was assured that all my money would be returned to me and not to worry because the process take time with the counting of the money, it takes three time to count the money and all my money will be returned to me. I received a letter on 07-17-2014 that my $600.00 money will not be credited because no check was found in the amount of $600.00 I deposited $600.00 dollars plus in cash not a check and I told M&t Bank several times that it was cash and checks that I deposited. I find it very suspicious that an ATM machine would break done in the middle of an transaction involving cask money with out giving me an account of what I deposited and a receipt. Something is very wrong with this Bank. It's very convenient that after depositing a lot of cash without an accurate account of my cash and without a receipt who would believe me******* ** ******** Product_Or_Service: ATM dispute of cash deposited

Desired Settlement: DesiredSettlementID: Refund what my money back

Business Response: Dear Ms. ****,
Your recent correspondence regarding Mr. ****** ******** was brought to my attention for review. On June 4, 2014, Mr. ******** notified M& T Bank ("M& T") of a $600.00 cash deposit into an M& T Automated Teller Machine ("ATM") that was not credited to his account. A dispute was filed, and provisional credit of the same amount was awarded on June 5, 2014, at which time M&T's Card Services area began to investigate the transaction at the Randallstown and SFW/Mondawmin ATMs, both located in Baltimore, Maryland. Both ATMs were monitored because the exact location was not provided. The investigation did not uncover an overage of that dollar amount at either location. Between the dates of June 12, 2014, and July 3, 2014, four (4) settlement reviews were performed on these ATMs, none of which indicated there was an issue at either ATM. A letter denying the dispute was sent advising him of the outcome. However, on July 22, 2014, the Branch Manager, ****** *******, at the Seton Hill Branch, informed M&T's Card Services area that the issue may have occurred at one of two ATMs in Seton Hill. Upon further investigation an overage of $500.00 was found . A letter was sent to Mr. ******** advising that the dispute was honored and he would retain the provisional credit previously provided, less the $100 difference. On behalf of M& T, I apologize for any inconvenience or frustration Mr. ******** may have experienced. Sincerely, ****** ******** M&T Bank Customer Care Specialist

7/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Remove from mailing list. Do not contact me in any way, shape or form. I don't do business with solicitors. Solicitation mailed from M&T Bank, One M&T Plaza, Buffalo, NY 14203

Desired Settlement: Do not contact me again in any way, shape, or form. Remove me from any contact information whatsoever.

Business Response: Your recent correspondence regarding Mr. ****** ****** was brought to my attention for review and reply. A search of M&T Bank ("M&T") records does not indicate Mr. ****** is a current M&T customer. Based on his concerns, I have placed his information on M&T's Do Not Contact list. Please know that it may take 30-60 days to be completely removed from all lists within M&T. I apologize for any inconvenience this may have caused. Sincerely,  ******* ******* M&T Bank Customer Care Specialist

7/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently *witched bank* due to the terrible *ervice I received from M&T, with that, I neglected to clo*e the account and it wa* overdrawn by $13.87. On 6/12/2014, I depo*ited $20 into the account to bring it current and a*ked that the teller clo*e both of my account*. *he advi*ed that *he had clo*ed it and that I would be mailed a check for $6.13. I a**umed the matter wa* clo*ed. I recently received a letter *tating that my account wa* overdrawn $91.38. Apparently, the tell did not clo*e my account, and there were debit card tran*action* in the amount of $5.30 and $8.26 and thu* my account overdrew by $7.43. Meanwhile, I'm unaware of any of thi*. I wa* charged an in*ufficient fund* fee in the amount of $38.50 and al*o a *ervice charge of $6.95. La*tly, I received an "extended overdraft fee over 5 day*" in the amount of $38.50, and keep in mind...it look me longer than 5 day* to get the letter even notifying me that the account wa* overdrawn, much le** *till open. I called into cu*tomer *ervice and a *upervi*or ***** (ID ******* refu*ed to do anything for me. I feel a* though I am being *cammed by M&T. Along with thi* BBB complaint, I am lodging formal complaint* with the Con*umer Financial Protection Bureau, the FDIC and the Office of the Comptroller of Currency.

Desired Settlement: I would like all monie* to be credited back to my account and clo*ed. Thi* i* ab*olutely ridiculou*, and I feel a* though I am being *cammed by M&T.

Business Response: Your recent correspondence regarding Mr. ***** ****** was brought to my attention for review. Mr. ******'* M&T Bank ("M&T") MyChoice Checking account had a zero balance, however, per Mr. ******'* correspondence; he did not request to close his account. As a result, on April 18, 2014, he received a $6.95 service charge as the account did not meet the requirements for the account type. This service charge overdrew his account $6.95 hut no Insufficient Funds ("NSF") or Overdraft fee was charged. A Web Banking transfer of three (3) cents was made from Mr. ******'* savings account (the available balance) on May 14, 2014, into the checking account. An additional monthly service charge of$6.95 was as se**ed on May 16, 2014. On June 12, 2014, Mr. ****** visited the M&T located on Herndon Parkway in Fairfax, Virginia, to make a deposit of $20. This deposit satisfied the balance owed and left a positive balance of $6.13. At the time of the deposit Mr. ****** was informed the Branch was transacting on next day business. As a result, the deposit would not post until June 13, 2014, and the Branch advised they would close his account on June 13, 2014. On June 13, 2014, two (2) debits were pending against Mr. ******'* account for $5.30 and $8.26 from Amazon. Accordingly, the Branch was unable to close the account. These transactions  posted on June 16,2014, and the account became overdrawn by $7.43. An overdraft fee was assessed on June 17, 2014 for the $8.26 transaction, as there was enough of an available balance to cover the $5.30 transaction. Also, a monthly service charge in the amount of $6.95 was assessed on June 18, 2014. As Mr. ****** did not make a deposit to cover the Amazon transactions that overdrew his account within five (5) business days, an Extended Overdraft Fee
was assessed on June 23 , 2014. The outstanding balance owed to M&T as of June 23 , 2014, was $91.38. On July 14, 2014, Mr. ****** contacted the M&T Telephone Banking Center to inquire on his overdrawn balance. The representative he spoke with advised him to visit the Herndon Parkway branch to discuss the balance owed. However, as a courtesy, the representative did refund the overdraft fee assessed on June 17, 2014. *** ****** Branch Manager at the Herndon Parkway M&T, reviewed Mr. ******'* account and
his correspondence to your agency. As a result, Mr. ***** has elected to refund Mr. ******'*; account to a zero balance. The account was closd on July 23, 2014. If Mr. ****** ha any questions regarding his account he may contact *** ***** at ************* or M&T Telephone Banking at **************. Sincerely, ******* ******* M&T Bank Customer Care Specialist

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Mortgage was recently purchased by M & T bank, They reevaluated our escrows out of cycle and change our monthly amount due. Because of the escrow changes our payment was held in a holding account and not applied to our mortgage until the next payment was made. I contacted customer service and they told me it was my problem and there was nothing they could do to help after more than an hour on the phone and after talking to 2 managersI was told they would refund 2 of the 4 late payments and that when I sent the delta that was owed on the account my mortgage would be processed. I send the required amount a few days later as I stated I would but for some reason they send me a refund check from the holding account which caused the amount that my account needed to fund the monthly amount more than I was originally told by the amount of the refund. I contacted customer service and they were dumb founded to why a refund was sent and asked me to pay more to fund my mortgage. I payed the amount by check over the phone and as far as I can tell my account has still not funded the mortgage.

Desired Settlement: I would like an explanation of why they their back office send checks with no request or reason and an investigation on the manager that called me a lier twice. Also I want a refund of all fees changed and a complete review of my account to verify funds have been appropriated properly.

Business Response: July 21, 2014
****** ******
****** ******
**** ***** **
********* ****** ** *****
Re: Mortgage No.***********
Property Address: **** ***** **
                            ********* ****** ** *****

Dear ****** & ****** ******,
I am writing in response to your letter of complaint filed with the Better Business Bureau regarding the above referenced mortgage.M& T Bank acquired your loan from ******* ***** *********, LLC. on 10/2/2013. M& T Bank is requiredto analyze the escrow account of all acquired loans within 60 days of acquisition per the Real Estate Settlement Procedures Act (RESPA). An analysis was performed and mailed to you on 11/12/2013 to fulfill this requirement. The last known escrow disbursement amounts were used for the escrow calculation and reflected an escrow shortage of $836.02. The monthly payment would be $1,634.39 effective with the January 1, 2014 monthly payment. M& T Bank received a payment in the amount of $1,533.47 on 1/7/14; however, this was not the full monthly payment due per the escrow analysis completed. As a full monthly payment was not received, the funds were placed into suspense. An unapplied funds letter was mailed to you on January 8, 2014 to advise of the funds not being enough for the full payment. You were also notified via the monthly billing statements and several other unapplied funds letters that you were not sending in the correct monthly payment amount due. M&T Bank did not and has not received any returned mail to suggest that you had not been notified of the account status. The annual escrow analysis was completed on 3/14/2014 effective with the May 1, 2014 monthly payment and a new payment amount due of $1,594.53. The escrow analysis reflected an escrow shortage amount of $461.84. The escrow shortage was the remaining balance of the escrow shortage from the prior escrow analysis as 12 monthly payments towards the prior escrow shortage had not yet occurred to pay it in full. The county taxes also reduced slightly from a total of $1,680.82 to $1,576.64 which contributed to reducing the amount of the escrow shortage. You contacted M&T Bank on 4/29/14 to inquire about the delinquency of the account. We reviewed the escrow analysis  completed and advised you that the account was delinquent as you were not sending in the full monthly payment. The customer service representative advised that he would remove two late fees in the amount of $130.76 as a courtesy. Part of the funds in suspense were applied to the outstanding late fees on 4/29/14 in the amount of $261.52 in error as the payment processing had not been flagged to ensure nothing was applied to the account while we awaited further funds from you per the conversation on 4/29/14. When the fee waiver was processed, as the full amount of late fees had been paid, M& T Bank reversed off and mailed back to you the amount of the two late fees on 5/1/14. The letter that was mailed to you stated the funds were due to a
"Refund" which is accurate as this was a refund of late fees paid. On 5/16/14 you spoke with customer service and paid by phone the additional funds due of $90.90 to bring the mortgage due for the 6/1/14 monthly payment. The 6/1/14 monthly payment was received on 5/28/14 in the full amount due of $1,594.53. Due to the error in assessing instead of removing $130.76 of the late fees, M&T Bank has removed the total outstanding late fee balance of $261.52 as a customer accommodation. At this time, the mortgage is due for the 8/1/14 monthly payment in the amount of $1,594.53. I have enclosed a copy of both escrow analyses and a payment history since acquisition for your review. I apologize that you feel that you have not received exceptional customer service from M& T Bank. Rest assured that M& T Bank is committed to providing our customers with the highest level of quality service. I have brought this issue to the attention of the manager's for the representatives you spoke with for further training and review to occur. I hope I was able to fully address your concerns. We sincerely value your relationship with M&T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at *************** ext. 7809, with any concerns you may have. 
Sincerely,
******* ****
Mortgage Customer Support
Retail Servicing
Enclosures
CC: Better Business Bureau
** * ********
-2-

7/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In August of 2013, my mortgage account was taken over from Bank of America to M&T Bank. With the M&T welcome package, I received a form to submit my banking information to continue my automatic debit payments. If I returned this by September 1st, my mortgage payments would continue automatically without any disruption, which I did. In October I received my next mortgage statement, only to find it reflected 2 months worth of payments. I called their customer service and discovered that there had been a clerical error regarding the account number and my payment was never processed. As I could not make two full mortgage payments at that time, M&T bank told me that I could be put on a repayment plan to pay off the september payment over the course of the next 9 months, by adding additional to the monthly payment. As I was already looking to refinance at that time, I inquired, and was told, in no uncertain terms whatsoever, that this would not effect my credit or my ability to refinance (M&T Mis-communication #1), only that I could not refinance during the repayment period, but that I could also pay the outstanding balance off early without penalty so I could refinance. The plan was originally supposed to be up in May of 2014, I was able to pay it off a month early in April 2014. Upon confirmation that my loan was current, I went out to try to refinance, only to find that I had 7 30-day marks on my credit score, and could not refinance for at least 90 days and that my credit score was of course negatively affected. I was told there was nothing that I could do at that point. My first regular payment after the repayment plan was supposed to auto draft on April 7, 2014. On April 8th 2014, when I noticed that it had not drafted, I called M&T bank and was told that my account number was still incorrect on file. I, for a second time, corrected it and was told it would draft that day. It did not. I called back on April 10, 12, 14, 15 and 18th, to no avail. M&T bank finally agreed to take my payment over the phone manually without a charge and then confirmed my bank account, routing number and institution, informing me that my May payment would draft as scheduled on May 7th 2014 (M&T mis-communication #2). On May 1, 2014, I decided to be proactive and call M&T Bank again to confirm that my account information was correct and that my payment would in-fact be withdrawn from my account on May 7th. I was told again, in no uncertain terms, that my payment should come out on the 7th of May and if it was not to call on the 7th. At the end of the day on the 7th, without seeing that the account had been debited, I called M&T bank again only to find out they again had my account information wrong. I was assured again it had been corrected and my account would debit the following day and to call back if it didnt. May 8th at the end of the day, the account still hadnt been debited, I called M&T bank again and was told that my account info was correct, and I verified this, and that "sometimes it can take up to the 10th of the month to draft (M&T Bank mis-communication #4). It turns out the representative was incorrect and that the payment will always draft on the day scheduled. On May 10 after noticing that it still hadnt debited from my account I called again and was again assured that everything was correct and to give it another couple of days. I called back on the 14th, 15th and 18th and on the 18th received a statement showing a late fee of 140.18. I requested in writing, a form showing my account information for my records. This was not sent for another 10 days. I was told that this fee would be removed and they again manually took my payment. I again checked my account numbers and they were all correct and I was told my June payment would be taken out on June 7th. June 7th, no payment had been withdrawn. I called the bank, and they again did not have my account correct. I called on June 8th, June 10th, June 12th and June 18th and each time was told that my account information was correct and verified it over the phone. Each time being told my account will be debited. The same issues went on until today, June 26th 2014 when I received the confirmation paperwork as well as another mortgage statement billing me for 2 months and showing $280.36 in late fees. I called again on 6/26, this was the 25th call I had made to M&T bank since April 1, 2014, and was told that my payment had been successfully drafted. About to hang up, I questioned it again and was then told that they AGAIN had my account number wrong and that it had in fact not drafted. I spoke to a supervisor who informed me that changes to an incorrect account number need to be made in writing with a signature. I was told in 24 previous phone calls that my banking information had been successfully updated and in most of those calls, that the information was already correct in the system. Their customer service is grossly uninformed and say whatever they need to to get you off of the phone, having no regard for the negative effect they may have on one's financial well being. Expressing my dissatisfaction with their service, I asked what I could do to change lenders and was told the only way I could change lenders was through refinancing with another institution. Which I am unable to do, due to their negligence and its negative impact on my credit. I have been told incorrect, and conflicting information while trying to be proactive about getting my mortgage paid on time. I am trapped (which I believe is by design) at this institution and want nothing more to fix my incorrectly flawed credit and refinance so I can move on to another institution. I cannot comprehend how a financial institution can conduct business in such a manner. On top of it all, their representatives, with the exception of 2 of the calls I have made, have been nothing short of downright rude.

Desired Settlement: 1.) To have a certified letter written to each of the 3 credit bureaus stating that the 30 day marks were for a repayment plan that had to be set up due to M&T bank's clerical error and to have these removed from my credit report so that I can refinance ASAP and move to a different lender. 2.) To have the $280.36 in unwarranted late fees for "late" payments in May 2014 and June 2014 removed from my account. 3.) To be credited the difference in mortgage payments made since April 1st 2013 (at 6.375%) versus what they would have been if I had been able to refinance in April (at 4.250%) when I was told I would be able to by and M&T Bank representative.

Business Response: July 14,2014
***** ** ****** ***** ******
** ******* ** ********** ******** ** *** **
Re: Mortgage No: **********

Dear ***** *** ***** *******
I am writing in response to your correspondence to the Better Business Bureau regarding the above referenced mortgage account. In your correspondence you requested that M&T Bank ("M&T") reapply your monthly mortgage payments from April 2013 to the present at a lower interest rate and remove late fees and negative reporting from your credit profile due to a discrepancy with establishing automatic payments on your mortgage account. Please allow me to provide further details regarding your account. M&T received your initial automatic payment form, dated August 19,2013, and Updated your account with the automatic payment information received. I have enclosed a copy of this form for your review. To further confirm your automatic  payment drafting information, an automatic payment confirmation letter, enclosed, was mailed to you on August 27, 2013. The letter confirmed the bank account information scheduled to draft on September 7, 2013 for the September 1, 2013 payment.  Please note that automatic payment may only draft when the loan is current. Our records indicate that as of September 7, 2013 when your payment was scheduled to draft, that your loan was past due for the August 1, 2013 payment. As a result, the  automatic payment was not processed for the September 2013 payment. Our records indicate that you were in contact with the Homeowners Assistance Department on September 11, 2013 to process your August 1, 2013 payment by phone and you  established a repayment plan to assist you with bringing your loan current. Please note that at that time, automatic payment was not processed. In your correspondence you stated that there was miscommunication regarding the continuance of your  automatic payment. Please note that your loan was paid current on April 2, 2014; therefore, the initial automatic payment draft was processed on May 7, 2014. On May 12,2014, M&T was notified that your initial automatic payment draft was returned with a  return reason of 'invalid account'. This was communicated to you. Upon your request, on May 14,2014, M&T redrafted your payment; however, the payment was processed from the same bank account on file which also resulted in a returned payment on  May 21, 2014. In your telephone conversation with M&T by on May 22, 2014, it was confirmed that the bank account number for your automatic payment drafting was incorrect by one digit. You were informed that to process the update to your automatic  payment drafting information, a new automatic payment form needed to be completed. It was mailed to you (enclosed). You made your payment by phone on May 22, 2014 for the May I, 2014 payment. The automatic payment drafting was not deactivated  while we awaited your new automatic payment form. As a result, your payment drafted on June 9, 2014 was returned on June 12,2014. You spoke with M&T on June 19,2014 and were informed that your bank account information was corrected; however,  the updated automatic payment form had not yet been received and no updates were processed until June 27, 2014 when your automatic payment form was received. On July 3, 2014, M&T redrafted your June 2014 payment so that the July 2014 payment  drafting would occur. Your July 2014 payment was drafted on July 7, 2014 .. As of the date of this letter, your loan is due for the August 1, 2014 payment and we apologize for any inconvenience you may have experienced. According to the repayment plan  agreement dated September 11,2013, it states, "Unless otherwise agreed, credit bureau reporting will continue until the account is brought current. You may also continue to receive late notices and property inspections as required by the investor guidelines." Your loan was reported to the credit bureaus as past due for the October 2013 to February 2014 payments. Since your loan was past due for this time period, the credit bureau reporting is accurate as reported. We are unable to remove the negative reporting to the credit bureaus as we are required by the Fair Credit Reporting Act to report all factual data to your credit profile. The late fee balance of $280.36 has been removed. No further adjustments will be made to your account at this  time. I hope that I was able to address all of your concerns. We sincerely value your relationship with M&T Bank and are committed to providing you with the highest level of service. If you have additional questions, please do not hesitate to contact me at  *************** **** ****, with any concerns you may have.
Sincerely,
******** *******
Mortgage Customer Support
Retail Servicing
CC: Better Business Bureau

7/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Credit card dispute of $2908.00 on visa card. Bank was to issue a plimary credit with in 72 hrs and have failed to do so. This was promised by the Clifton Park NY Branch and the 800 customer service number.

Desired Settlement: immediate refund to my debit card for $2908.00 acct # ********** Checking acct

Business Response: July 14, 2014
Better Business Bureau
Attn: ***** Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # ********

Dear Ms. *****
Your recent correspondence regarding Mr. ****** ****** was brought to my attention for review and reply. On June 25, 2014, *** ****** filed disputes on two (2) transactions that posted to his account on April 30 and May 5, 2014, from "Big Lots" (the "merchant"). These transactions were in the amounts of $2,107.81 and $800.36, totaling $2,908.17. At the time of dispute filing, *** ****** was incorrectly informed that provisional credit would be provided to his account within 24 to 48 hours. Although M&T makes every effort to provide provisional credit as soon as possible, however, due to the nature of the complaint, provisional credit was provided on July 9, 2014. Note that on June 27, 2014, **** ******, M&T Corporate Security, attempted to contact Mr.
****** to discuss the disputes; however, he was unable to reach *** ******. Mr. ****** did speak with Mr. ****** regarding the disputes on July 9. During the call, Mr. ****** provided additional information related to the investigation, which M&T is continuing
to review. M&T will notify *** ****** once the investigation is completed.
Sincerely,
******* *******
M&T Bank
Customer Care Specialist

7/22/2014 Problems with Product/Service
7/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: M&T bank representatives are not explaining the fine print correctly and misinforming people getting loans. I wanted to take out a home equity loan with a payment of no more than 75. The lady assured me that this was possible. She went on maternity leave and another person handled the rest of the transaction. She told my husband and I our payments might be 100, we told her the other lady told us they would be no more than 75. She said there was no way she could find out until the loan was book. At that point we found out the payments were 100. The paperwork did show that was a possibility but the M&T representative never got out the documents when we question this. She said that other lady was probably right. Then we felt played so we wanted to close out the home equity. My husband called to see if there would be any fees or penalties. The lady said no. We did however have to pay a discharge fee which again was on the paperwork but since my husband and I did not understand we called and they never told us where to loan on the loan papers we signed. I asked if they could pull the phone records for both calls and they said that they cannot. This was a local branch at River Ave in Williamsport Pa.

Desired Settlement: I would like discharge fee reimbursed because my husband and I did not understand the paperwork and called the branch office for help and they assured us there were no fees or penalties. I wish I understood the fine print more but that is why I try to ask question. I believe is someone would listen to my husband and *****'s phone call they would have felt misinformed too.

Business Response: Re: Complaint lD # * *******
Dear Ms. ****,
Your recent correspondence regarding Ms. ***** ******* was brought to my attention for review. On June 4, 2014, Mr. and Mrs. ******* entered into an agreement with M&T Bank ("M&T") for a Home take $6,700 from their line and lock that amount into a fixed rate at 9% over 120 months. Although the minimum payment amount for the lock-in was $84.88, M&T requires a minimum payment of at least $100. This information was provided to Mr. and Mrs. ******* at the time of closing by ******* *******, Relationship Banker at the Williamsport, Pennsylvania M&T location. This information was also disclosed within the enclosed M&T Home Equity Agreement and Disclosure Statement (the "Agreement") signed by Mr. and Mrs. ******. Also notated within the Agreement, on the first page, were the origination expenses. In the State of Pennsylvania there are no closing or prepayment penalty fees. However, there is a $52.50 mortgage discharge fee. This fee is due at the time of closing out the Home Equity Line of Credit and obtaining a satisfaction of mortgage. This was included in the payoff amount provided to Mr. and Ms. ******* on July 3, 2014, during their conversation with M&T's Telephone Banking Center. On July 3, 2014, Mr. and Mrs. ******* mailed a letter to M&T requesting closure of their Home Equity Line of Credit. A payment of$6,766.58 was made on July 3, 2014, bringing the balance to zero. The account is now closed. Upon review of Mrs. *******'s correspondence to your agency, ***** *******, M&T Loyalsock Branch
Manager, has elected to refund Mrs. ******* with the $52.50 mortgage discharge fee. This amount was credited to the checking account ending in 0968 on July I 0, 2014. Sincerely,  ******* ******* M&T Bank Customer Care Specialist  Enclosure

7/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bank with M &T and overdrew my account for more than 5 days. I made a cash deposit io make my account current on Saturday, June 28th. I should have had over 1,700 available credit since it was a cash deposit. When I attempted to use my debit card, it was declined. I called and spoke to a woman who told me it's a restriction placed on my account because it was negative for over 5 days and it will be automatically taken off in 24 hours. 24 hours later it still wasn't taken off so I called back. This time (Sunday), I was told that it would be taken of by 6am Monday morning. It's Monday morning and I still can't use my card or access any money for gas, food, etc. I call back and am now told that it will come off Tuesday at 1200 hours. Thats 3 different things I was told by 3 different "customer service reps". I asked to speak to a manager.**** gets on the phone and tells me there's nothing she can do and it will come off Tuesday. I express my concern that I set up various bills to withdraw on Monday, not knowing that my cash would be held and asked if I would get charged fees for these 4 debits. I was told yes. Even though the money is there, they will be declined and I will get charged a 38.50 fee for each from m&t, and also a fee from each business attempting to withdraw. That will be 4 days of this "bank" holding my funds. I can't withdraw cash, I can't even close the account and take my funds. Since when is it acceptable for a bank to operate like this? Let me reiterate that I have over $1,700 cash available that was made as a cash deposit.

Desired Settlement: I want a refund of any overdraft charges I may incur as a result of their restriction.

Business Response: July 9, 2014
Better Business Bureau
Attn: ***** Complaint Handler
100 Bryant Woods South
Amherst, NY 14228
Re: Complaint ID # ********
Dear Ms. *****
Your recent correspondence regarding Ms. ****** ****** was brought to my attention for review and reply. On June 9, 2014, Ms. ******'s start-of-the-day balance in her M&T Bank ("M&T") checking account was $1,541.84. A total of five (5) debits posted to the account on June 9, 2014, in the amount of $2,348, which left her account overdrawn by $806.16. On June 10, 2014, two (2) overdraft fees in the amount of$38.50 each were assessed as a result of the overdrafts that occurred on June 9, 2014. As the  account balance remained negative for five (5) business days an  Extended Overdraft Fee of $38.50 was assessed on June 16, 2014. On June 24, 2014, a restraint was placed on Ms. ******'s account by the M&T Collections Department to disallow future
withdrawals, as the balance owed on the account was $921.66 and it was overdrawn for over ten (10) business days. On June 28, 2014, Ms. ****** deposited $2,650 in cash at an M&T ATM. However, as June 28, 2014, was a Saturday and not a business day, the funds were not available immediately. On June 28, 2014, Ms. ****** contacted the M&T Telephone Banking Center after her debit card was declined. The representative she spoke with advised Ms. ****** of the restraint and explained this restraint is systematically removed after 24 hours of a positive balance. However, as it was a Saturday, the deposit would not be available until Monday, June 30,2014 and the restraint would then not be removed until Tuesday July 1, 2014. Ms. ****** contacted the M&T Telephone Banking Center again on June 29, 2014, to ensure the restraint was removed. She was advised it had not been removed and was misinformed that the restraint would be systematically removed Monday morning. Ms. ****** contacted the
Telephone Banking Center on June 30, 2014, upset the restraint had not yet been removed. She then spoke to a Supervisor who advised the restraint would be removed on Tuesday, July 1, 2014, which was correct. On behalf of M&T, I apologize for the  unclear and/or incorrect information provided to Ms. ****** regarding the restraint removal. Please know this information has been provided to the appropriate departments for coaching and training opportunities. At M&T, we make customer satisfaction our top priority and were disappointed to hear of Ms. ******'s experience. Per Ms. ******'s correspondence to your agency she requested a refund of any fees that may have been assessed as a result of the restraint. Ms. ******'s account did not incur any fees as a result of the restraint. However, in light of any frustration or inconvenience Ms. ****** may have experienced, as a courtesy, M&T has elected to refund the two (2) overdraft fees and Extended Overdraft fee assessed prior to the cash deposit. A total of $115.50 was refunded to Ms. ******'s account on July 9, 2014. Also, please know that during the online account opening process, Ms. ****** made an election of "yes" on her checking account to authorize and allow M&T to pay overdrafts at our discretion
on everyday debit card and A TM transactions. This election can be changed at any time by contacting the M&T Telephone Banking Center at 1-800-********, at any M&T branch or at www.*******. Enclosed is a copy of the disclosure titled What You Need to Know about Overdrafts and Overdraft Fees for reference. I hope this information has been helpful. 
Sincerely,
******* *******
M&T Bank
Customer Care Specialist
Enclosure

7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Me and my family were having ongoing issues with my neighbor which made us get a restraining order against him. we went through an entire year of major distress because the neighbor always threatening my family . this included him or having one of his friends break the back window of my car then breaking the front window of my my car in broad daylight with me standing right in the doorway .. our dog in the backyard was killed one night when we were gone.. continuous threats including setting the house on fire with my family still in it .. we had security cameras installed because of all the problems . i work the night shift at work and when i got home at 7 am in late january i saw cables hanging down from my house .. i went inside and saw that 2 people came from the neighbors house and cut the cables and ripped the cameras off my house . that day we called some relatives and moved all our stuff out and went to stay at my moms house . the house went for a short sale .. during the process the house was vandalized by someone putting a hose in the roof and turning on the water and it caved in the ceiling . we are pretty sure this was the neighbor again because the water in the house and the electricity had been turned off .. that was just a back story so we were doing a short sale and we signed numerous papers that we were suppose to get relocation fees of 3000 dollars. our realtor kept us up to date and when the ceiling was vandalized she told us to go clean it up so there wasnt extra damage to the floor from all the water .. we also had a security patrol check the house and this was paid by a family member. so we went to sign the last papers and suddenly the put in a thing to strike out the relocation fees because we werent living in the house and they didnt have to kick us out .. we just barely relocated to a different house about a month ago which was made available by a friend of the family because our credit is bad because of the short sale and we are having to pay the 1000 dollar security deposit in 4 or five monthly payments .. the house rent is also 800 and the mortgage we were paying was 675.. so it is a bit higher.. and we were thinking the whole time we were going to get the relocation fees. we are getting punished because we had to move out for fear of our safety . we tried to do everything right .. we didnt hold up the short sale .. they give relocation fees to people that stay a year and dont pay rent and they have to pretty much physically evict them .. we left for fear of safety and stayed at my moms house for a few months , and now are having to pay quite a bit more than the house we had .. this is not right ..

Desired Settlement: my desired outcome is for the 3000 dollars relocation fees.. we are paying more for where we are living now .. we had to move out because of our safety is most important .. we have numerous police reports that we made over a year a couple of months after getting the restraining order.. we didnt just leave because we had another place lined up , we left in one day .. those people came up and ripped the cameras off the house in the middle of the night with my wife and daughter inside because i work the 11pm-7am shift ..

Business Response: June 11, 2014
Better Business Bureau
Attn: ****
100 Bryant Woods South
Amherst, NY 14228
Re: Consumer Complaint File **** ******, ID #* *******

Dear Ms. ****:
Your recent correspondence regarding Mr. **** ****** has been received by M&T Bank ("M&T") and brought to my attention for review and reply. M&T acquired the servicing of *** ******'s loan in August 2013, at which time *** ****** was due for
the July 2013 payment. In October 2013, M&T was notified by Mrs. ****** of the intent to move the family from their home. In December 2013, Mrs. ****** contacted M&T to inquire into a short sale of their home. As Mr. and Mrs. ****** received their loan through the Federal Housing Administration ("FHA"), M&T is required to abide by the guidelines of the Department of Housing and Urban Development ("HUD") when reviewing the loan for non-retention assistance. According to HUD guidelines, relocation assistance is only allowed to be paid to owners who are occupying the property when the sale is completed. In addition, if the relocation incentive is to be paid, it has to be approved on the HUD-1 statement to be paid at closing. Mr. and Mrs. ****** were presented with an addendum pertaining to the relocation fee. In the addendum, it stated that if a sale is successfully closed on their home, they would be entitled to a compensation payment up to $3,000 at closing, but that the property needed to be owner occupied On February 18, 2014, M&T was notified by the realtor that the property was vacated three (3) weeks earlier. M&T spoke with the Mr. and Mrs. ******, and confirmed that they had vacated the property. The short sale of the property was approved on May 9, 2014. As the property was not owner-occupied at the time of the closing, there was no compensation to be paid under HUD guidelines. If *** ****** has any questions about the short sale of his property, he may contact M&T's Homeowner
Assistance Center at 1-800-******* **
Sincerely,
***** *****
M&T Bank
Customer Care Specialist

Consumer Response: In October of 2013, we did indeed notify M&T of the necessity to move due to the danger the family was in.  For more than a year our family had endured countless horrible threats from the next door neighbor, Jack Poulter.  The family pet, a small chihuahua had been murdered by Jack's friend.  He had the same friend break the back window of one of our cars.  His threats were becoming more detailed and heinous and from October though the end of December, it became increasingly worse.  One of the days he and his friend threatened to make it so that our whole family was stuck inside the house and burn it down with us in it.  Within about 20 minutes of those threats, the same friend grabbed a large block and threw it at the same car, breaking its front window.

Not long after another neighbor had a car break in and asked to see our surveillance from our cameras that we had put on the outside of our house, because of Jack.  Unfortunately, the person in that instance also came from Jack's house and when the neighbor confronted him, he alerted Jack to the fact that our cameras were real and not decoys.  About 48 hours later, in the middle of the night, while just mom and 5 year old where home alone (dad at work), the cameras were stolen.  Looking on our DVR, it was the same friend we always saw with Jack, along with another fellow that was the actual one who clipped the wires and yanked the cameras off the house.  They both came from Jack's house. 

That was December 29, 2013.  We were looking around outside, where the cameras had been, and Jack came out yelling at us.  He told Gary, "What are you gonna do without your cameras?  You're dead now.  You're whole family is dead."  Gary yelled out, "What's that?  You said I'm dead?!"  And Jack corrected himself saying, "I said you're done, you're all done."

We couldn't spend one more night in that terror and fear for our lives.  We enlisted the help of family and moved practically everything  out of the house that very day.  We had make multiple trips with car and truckloads, we had to put everything in storage, and we had to stay with family for the months to come.

The beginning of January, we talked with **** from Code3 security and set up for his company to do surveillance.  We also talked with ****** ***** and put the house up for Short Sale.  Never were we told that by being out of the house we had completely forfeited any incentive moneys.
****** *** and ****** *** have defined owner occupied as that it was lived in by the owner 6 months and 1 day of the year.  The house was officially closed, I believe on May 27, so if you go back one year and count all the months we were there, it amounts to over 7.  Also, it is also stated that owner occupied means you are not renting out out to anyone else, which we did not.
During the whole process we were being told by our realtor that we have a good shot at getting the $3,000.  In good faith of that, we kept the security on the house, and even cleaned out the kitchen after the neighbor vandalized it. 
I d