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 520 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

520 complaints closed with BBB in last 3 years | 153 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 23
Billing/Collection Issues 214
Delivery Issues 7
Guarantee/Warranty Issues 2
Problems with Product/Service 274
Total Closed Complaints 520

Customer Reviews Summary Read customer reviews

18 Customer Reviews on M&T Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 17
Total Customer Reviews 18

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 Hudson City Savings Bank 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 Dr
    Emmorton Branch & Drive-in

    Abingdon, MD 21009-1710

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Light St Fl B2
    Charles & Lombard 17th Floor

    Baltimore, MD 21202-1099

  • THIS LOCATION IS NOT BBB ACCREDITED

    11003 Manklin Creek Rd
    Ocean Pines

    Berlin, MD 21811-4010

  • THIS LOCATION IS NOT BBB ACCREDITED

    118 New Market Pl
    Waugh Chapel Branch & Drive-in

    Gambrills, MD 21054-1639

  • THIS LOCATION IS NOT BBB ACCREDITED

    126 Chartley Dr
    Reisterstown/chartley Branch &

    Reisterstown, MD 21136-2321

  • THIS LOCATION IS NOT BBB ACCREDITED

    1325D Liberty Rd
    Eldersburg Branch & Drive-in

    Sykesville, MD 21784-6412

  • THIS LOCATION IS NOT BBB ACCREDITED

    155 E Carroll St
    Salisbury

    Salisbury, MD 21801-5421

  • THIS LOCATION IS NOT BBB ACCREDITED

    1966 Greenspring Dr STE 405

    Timonium, MD 21093

  • THIS LOCATION IS NOT BBB ACCREDITED

    22 S. Greene Street

    Baltimore, MD 21201

  • THIS LOCATION IS NOT BBB ACCREDITED

    222 Phillip Morris Dr
    Route 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 1900
    M & 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 Rd
    Towson University

    Towson, MD 21204-5204

  • THIS LOCATION IS NOT BBB ACCREDITED

    3763 Old Court Rd
    Pikesville Branch & Drive-in

    Pikesville, MD 21208-3902

  • THIS LOCATION IS NOT BBB ACCREDITED

    4126 E Joppa Rd
    Festival at Perry Hall Branch

    Nottingham, MD 21236-2223

  • THIS LOCATION IS NOT BBB ACCREDITED

    495 Old Mill Rd Ste G
    Olde Mill Branch & Drive-in

    Millersville, MD 21108-1042

  • THIS LOCATION IS NOT BBB ACCREDITED

    5100 Campbell Blvd
    Nottingham 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 Sunoco
    5201 Coastal Hwy

    Ocean City, MD 21842-3139

  • THIS LOCATION IS NOT BBB ACCREDITED

    5585 Spectrum Dr
    Francis 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 St
    Twenty-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 Rd
    Riviera Beach Branch & Drive-in

    Pasadena, MD 21122-2739

  • THIS LOCATION IS NOT BBB ACCREDITED

    943 Pulaski Hwy
    Havre De Grace

    Havre De Grace, MD 21078-2601

  • THIS LOCATION IS NOT BBB ACCREDITED

    9780 Groffs Mill Drive

    Owings Mills, MD 21117

  • THIS LOCATION IS NOT BBB ACCREDITED

    Aberdeen Branch & Drive-In
    207 W Bel Air Ave

    Aberdeen, MD 21001-2420

  • THIS LOCATION IS NOT BBB ACCREDITED

    Airport Square Branch & Drive-In
    801 Elkridge Landing Rd

    Linthicum Heights, MD 21090-2902

  • THIS LOCATION IS NOT BBB ACCREDITED

    Alex Brown
    1 South St

    Baltimore, MD 21202-3298

  • THIS LOCATION IS NOT BBB ACCREDITED

    Baltimore Sun Building
    501 N Calvert St 3rd Fl

    Baltimore, MD 21202-3660

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bay Hills Branch & Drive-In
    1230 Bay Dale Dr

    Arnold, MD 21012-2325

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Air Branch & Drive-In
    12 Office St

    Bel Air, MD 21014-3704

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Air Plaza Branch
    579 Baltimore Pike

    Bel Air, MD 21014-4319

  • THIS LOCATION IS NOT BBB ACCREDITED

    Bel Garden Bi-Rite
    5950 Belair Rd

    Baltimore, MD 21206-2615

  • THIS LOCATION IS NOT BBB ACCREDITED

    Belvedere Branch & Drive-In
    5910 York Rd

    Baltimore, MD 21212-3026

  • THIS LOCATION IS NOT BBB ACCREDITED

    Brooklyn Park Branch & Drive-In
    5738 Ritchie Hwy

    Brooklyn, MD 21225-3641

  • THIS LOCATION IS NOT BBB ACCREDITED

    Browns Wharf
    1615 Thames St

    Baltimore, MD 21231-3460

  • THIS LOCATION IS NOT BBB ACCREDITED

    Burke Avenue Branch & Drive-In
    32 York Rd

    Towson, MD 21204-5204

  • THIS LOCATION IS NOT BBB ACCREDITED

    BWI Commerce Park Branch & Drive-In
    7500 B Connelley Drive

    Hanover, MD 21076

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cambridge Branch & Drive-In
    405 Sunburst Hwy

    Cambridge, MD 21613-2511

  • THIS LOCATION IS NOT BBB ACCREDITED

    Camden Branch & Drive-In
    823 S Salisbury Blvd

    Salisbury, MD 21801-6207

  • THIS LOCATION IS NOT BBB ACCREDITED

    Canton Marine
    2334 Boston St Ste A

    Baltimore, MD 21224-3666

  • THIS LOCATION IS NOT BBB ACCREDITED

    Carroll Street Branch & Drive-In
    155 E Carroll St

    Salisbury, MD 21801-5421

  • THIS LOCATION IS NOT BBB ACCREDITED

    Catonsville Amoco
    Frederick Road. & Bishops Lane.

    Catonsville, MD 21228

  • THIS LOCATION IS NOT BBB ACCREDITED

    Catonsville Branch
    705 Frederick Rd

    Catonsville, MD 21228-4502

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cherry Valley
    Reisterstown & Cherry Valley Rd.

    Reisterstown, MD 21136

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cockeysville Branch & Drive-In
    10431 York Rd

    Cockeysville, MD 21030-2501

  • THIS LOCATION IS NOT BBB ACCREDITED

    Cross Street Branch
    19 E Cross St

    Baltimore, MD 21230-4003

  • THIS LOCATION IS NOT BBB ACCREDITED

    Days Inn Inner Harbor
    100 Hopkins Pl

    Baltimore, MD 21201-2689

  • THIS LOCATION IS NOT BBB ACCREDITED

    Deale Branch & Drive-In
    632 E Bay Front Rd

    Deale, MD 20751-9748

  • THIS LOCATION IS NOT BBB ACCREDITED

    Denton Branch & Drive-In
    126 Market St

    Denton, MD 21629-1035

  • THIS LOCATION IS NOT BBB ACCREDITED

    Dobbin Road Branch & Drive-In
    6395 Dobbin Rd

    Columbia, MD 21045-4790

  • THIS LOCATION IS NOT BBB ACCREDITED

    Dual Highway Branch & Drive-In
    930 Dual Hwy

    Hagerstown, MD 21740-5913

  • THIS LOCATION IS NOT BBB ACCREDITED

    Eastern Avenue Exxon
    6408 Eastern Ave

    Baltimore, MD 21224-2916

  • THIS LOCATION IS NOT BBB ACCREDITED

    Edgewater Branch & Drive-In
    3150 Solomons Island Rd

    Edgewater, MD 21037-1702

  • THIS LOCATION IS NOT BBB ACCREDITED

    Elkton-Acme Branch
    101 Big Elk Mall

    Elkton, MD 21921-5912

  • THIS LOCATION IS NOT BBB ACCREDITED

    Essex Branch & Drive-In
    809 Eastern Blvd

    Essex, MD 21221-3500

  • THIS LOCATION IS NOT BBB ACCREDITED

    Festival At Frederick Branch
    448 Prospect Blvd

    Frederick, MD 21701-6400

  • THIS LOCATION IS NOT BBB ACCREDITED

    First Center
    110 S Paca St

    Baltimore, MD 21201-1642

  • THIS LOCATION IS NOT BBB ACCREDITED

    Food / Lion Market
    11800 Old National Pike

    New Market, MD 21774-6118

  • THIS LOCATION IS NOT BBB ACCREDITED

    Fountain Green Branch & Drive-In
    1201 Agora Dr

    Bel Air, MD 21014-6859

  • THIS LOCATION IS NOT BBB ACCREDITED

    Frederick Towne Mall Branch
    Route 40 West

    Frederick, MD 21702

  • THIS LOCATION IS NOT BBB ACCREDITED

    Fresh Fields
    1340 Smith Ave

    Baltimore, MD 21209-3701

  • THIS LOCATION IS NOT BBB ACCREDITED

    Glebe Road Branch & Drive-In
    223 Glebe Rd

    Easton, MD 21601-3214

  • THIS LOCATION IS NOT BBB ACCREDITED

    Glen Burnie Branch
    7560 Ritchie Hwy

    Glen Burnie, MD 21061-3717

  • THIS LOCATION IS NOT BBB ACCREDITED

    Gordy Fuel Co. Salisbury Exxon
    501 Springhill Rd. & Route 50

    Salisbury, MD 21801

  • THIS LOCATION IS NOT BBB ACCREDITED

    Greene Street Branch
    100 N Greene St

    Baltimore, MD 21201-1563

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hampton Plaza
    300 E Joppa Rd

    Towson, MD 21286-3020

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hancock Branch & Drive-In
    279 N Pennsylvania Ave

    Hancock, MD 21750-1042

  • THIS LOCATION IS NOT BBB ACCREDITED

    Harbor Place Pratt
    301 E Pratt St 2nd Fl

    Baltimore, MD 21202-3110

  • THIS LOCATION IS NOT BBB ACCREDITED

    Havre De Grace / Weis Market
    943 Pulaski Hwy

    Havre De Grace, MD 21078-2601

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hereford Branch & Drive-In
    212 Mount Carmel Rd

    Parkton, MD 21120-9725

  • THIS LOCATION IS NOT BBB ACCREDITED

    Howard Street
    715 N Howard St

    Baltimore, MD 21201-4608

  • THIS LOCATION IS NOT BBB ACCREDITED

    Hunt Valley Branch & Drive-In
    120 Shawan Rd

    Hunt Valley, MD 21030-1325

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ingleside Branch & Drive-In
    5642 Baltimore National Pike

    Catonsville, MD 21228-1401

  • THIS LOCATION IS NOT BBB ACCREDITED

    Inner Harbor Center Branch
    400 E Pratt St

    Baltimore, MD 21202-3116

  • THIS LOCATION IS NOT BBB ACCREDITED

    Johns Hopkins Branch
    34th & Charles St. Gilman Hall

    Baltimore, MD 21218

  • THIS LOCATION IS NOT BBB ACCREDITED

    Kent Island Branch & Drive-In
    60 Kent Town Market

    Chester, MD 21619-2632

  • THIS LOCATION IS NOT BBB ACCREDITED

    Kenwood Branch & Drive-In
    6267 Kenwood Ave

    Rosedale, MD 21237-2020

  • THIS LOCATION IS NOT BBB ACCREDITED

    Kings Contrivance Branch & Drive-I
    8640 Guilford Rd Ste B90

    Columbia, MD 21046-2615

  • THIS LOCATION IS NOT BBB ACCREDITED

    Liberty Road Amoco
    8207 Liberty Rd

    Windsor Mill, MD 21244-3033

  • THIS LOCATION IS NOT BBB ACCREDITED

    Marley Station Mall Branc
    7900 Ritchie Hwy

    Glen Burnie, MD 21061-4367

  • THIS LOCATION IS NOT BBB ACCREDITED

    Maryland City/Weis Market
    3331 Corridor Marketplace

    Laurel, MD 20724-2378

  • THIS LOCATION IS NOT BBB ACCREDITED

    Merritt Manor Branch & Drive-In
    1115 Merritt Blvd

    Dundalk, MD 21222-1438

  • THIS LOCATION IS NOT BBB ACCREDITED

    Montego Bay Branch & Drive-In
    12831 Coastal Hwy

    Ocean City, MD 21842-4716

  • THIS LOCATION IS NOT BBB ACCREDITED

    Mount Washington
    5801 Smith Ave Usf&G

    Baltimore, MD 21209-3652

  • THIS LOCATION IS NOT BBB ACCREDITED

    Mt. Airy Branch / Weis Market
    1001 Twin Arch Rd

    Mount Airy, MD 21771-4138

  • THIS LOCATION IS NOT BBB ACCREDITED

    Mt. Airy Superfresh Branch
    504 E Ridgeville Blvd

    Mount Airy, MD 21771-5252

  • THIS LOCATION IS NOT BBB ACCREDITED

    Nicodemus Branch
    101 W Washington St

    Hagerstown, MD 21740-4709

  • THIS LOCATION IS NOT BBB ACCREDITED

    North Plaza Branch & Drive-In
    8812 Waltham Woods Rd

    Parkville, MD 21234-2402

  • THIS LOCATION IS NOT BBB ACCREDITED

    North Pointe Branch & Drive-In
    2730 N Salisbury Blvd

    Salisbury, MD 21801-2143

  • THIS LOCATION IS NOT BBB ACCREDITED

    Northern Avenue Branch & Drive-In
    200 Northern Ave

    Hagerstown, MD 21742-2920

  • THIS LOCATION IS NOT BBB ACCREDITED

    Northrup Grumman
    Routes 170 & 46

    Hanover, MD 21076

  • THIS LOCATION IS NOT BBB ACCREDITED

    Oak Ridge Branch & Drive-In
    18216 Oak Ridge Dr

    Hagerstown, MD 21740-1916

  • THIS LOCATION IS NOT BBB ACCREDITED

    Oakland Mills Branch & Drive-In
    5805 Stevens Forest Rd

    Columbia, MD 21045-3701

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ocean City
    15th Street Shopping Center

    Ocean City, MD 21842

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Mall North Branch & Drive-In
    10025 Governor Warfield Pkwy

    Columbia, MD 21044-3340

  • THIS LOCATION IS NOT BBB ACCREDITED

    Owings Mills New Towne Branch & Dri
    9780 Groffs Mill Dr

    Owings Mills, MD 21117-6341

  • THIS LOCATION IS NOT BBB ACCREDITED

    Parkville Branch
    7904 Harford Road

    Baltimore, MD 21235-0001

  • THIS LOCATION IS NOT BBB ACCREDITED

    Parole Branch & Drive-In
    2027 Somerville Rd

    Annapolis, MD 21401-3725

  • THIS LOCATION IS NOT BBB ACCREDITED

    Patapsco Village Branch & Drive-In
    3470 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-In
    2301 Cleanleigh Dr

    Parkville, MD 21234-6807

  • THIS LOCATION IS NOT BBB ACCREDITED

    Perry Hall Branch & Drive-In
    8675 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-In
    5230 N Point Blvd Sparrows

    Sparrows Point, MD 21219-1703

  • THIS LOCATION IS NOT BBB ACCREDITED

    Price Club Plaza Branch & Drive-In
    561 E Ordnance Rd

    Glen Burnie, MD 21060-6555

  • THIS LOCATION IS NOT BBB ACCREDITED

    Rising Sun Branch & Drive-In
    2841 Tome Hwy

    Colora, MD 21917-1217

  • THIS LOCATION IS NOT BBB ACCREDITED

    Riverside
    Route 26 and Trading Lane

    Frederick, MD 21701

  • THIS LOCATION IS NOT BBB ACCREDITED

    Roland Park Branch & Drive-In
    5201 Roland Ave

    Baltimore, MD 21210-1926

  • THIS LOCATION IS NOT BBB ACCREDITED

    Ruxton Branch
    7615 Bellona Ave

    Towson, MD 21204-6609

  • THIS LOCATION IS NOT BBB ACCREDITED

    Security Woodlawn
    1514 Woodlawn Dr

    Gwynn Oak, MD 21207-4009

  • THIS LOCATION IS NOT BBB ACCREDITED

    Seton Hill Branch
    5724 Wabash Ave

    Baltimore, MD 21215-3203

  • THIS LOCATION IS NOT BBB ACCREDITED

    Seventh Street Branch & Drive-In
    929 W Seventh St

    Frederick, MD 21701-8527

  • THIS LOCATION IS NOT BBB ACCREDITED

    Severna Park Branch & Drive-In
    534 Ritchie Hwy

    Severna Park, MD 21146-2925

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sheetz
    3281 Main St

    Manchester, MD 21102-1773

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sinai Hospital
    2401 W Belvedere Ave

    Baltimore, MD 21215-5270

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. James Branch
    3401 Eastern Ave

    Baltimore, MD 21224-4122

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Johns Lane Branch & Drive-In
    9125 Baltimore National Pike

    Ellicott City, MD 21042-3922

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Paul Branch
    300 St Paul St

    Baltimore, MD 21202-2120

  • THIS LOCATION IS NOT BBB ACCREDITED

    St. Thomas Shopping Center
    9840 Reisterstown Rd

    Owings Mills, MD 21117-4121

  • THIS LOCATION IS NOT BBB ACCREDITED

    Stonegate / Weis Market
    2 Old Camp Rd

    Frederick, MD 21702-3740

  • THIS LOCATION IS NOT BBB ACCREDITED

    Sun Papers/Sun Park
    300 E Cromwell St

    Baltimore, MD 21230-5024

  • THIS LOCATION IS NOT BBB ACCREDITED

    Timonium Branch & Drive-In
    9625 Deereco Rd

    Lutherville Timonium, MD 21093-6987

  • THIS LOCATION IS NOT BBB ACCREDITED

    Towson Branch & Drive-In
    405 Washington Ave

    Towson, MD 21204-4816

  • THIS LOCATION IS NOT BBB ACCREDITED

    Valley Mall Branch & Drive-In
    17301 Valley Mall Dr

    Hagerstown, MD 21740

  • THIS LOCATION IS NOT BBB ACCREDITED

    Westminster Branch & Drive-In
    625-A Baltimore Blvd

    Westminster, MD 21157-6121

  • THIS LOCATION IS NOT BBB ACCREDITED

    Woodbridge Branch & Drive-In
    1409 Pulaski Hwy

    Edgewood, MD 21040-1342

  • THIS LOCATION IS NOT BBB ACCREDITED

    Yorkridge Branch & Drive-In
    38 W Ridgely Rd

    Lutherville Timonium, MD 21093-5112

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    Seattle, WA 98136

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    Vancouver, WA 98662

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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)

5/5/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We received via mail refinance options notifications from M&T our current mortgage lender where they offered a lower interest and monthly payment. We proceeded to contacting them and providing them with all relevant information which included, but not limited to FICO scores, home value, and other requested info. Based on the information we provided they stated that it would be no problem qualifying. We were reluctant in applying for a refinance due to the fees that we would incur to initiate the process, however we were assured by the representative via email that it would be no issue. We proceeded based on our belief that we were not being lied to. We were later denied based on information they already had prior to us starting the process and were told that it would be no issue. They basically lied and scammed us. We left voice mail messages 3 emails and no response.

Desired Settlement: We want our money back or proceed with what was promised.

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, ****** ********
M&T is a professional real estate/mortgage business. When we first initiated our transaction they asked us, the inexperienced, un-knowledgeable, non-expert homeowners of what we projected to be our home value. We took an educated guess based on credible web sites. M&T should have more common sense than to take our proposal as a basis to move forward with a refinance. M&T knew exactly what the true/ approximate value of our home was and should have informed us that our educated guess was not within a  spectrum  of true home value, but they decided to proceed knowing that we were not even close and would be easy money for them. They charged us knowing that our home value would be coming in much lower and knew beforehand that they would use this as an excuse to deny our refinance. It's a ridiculous excuse and they should be ashamed for even attempting to use the consumers inexperience as a valid excuse to deny a refinance. The web site is full of consumers with claims of fraud  https://www.consumeraffairs.com/finance/m_and_t_bank.html and have even been involved in class action lawsuit due to their theft (purposely overdraft fees). This bank is now known for this type of business and it's a shame that they are even allowed to operate. I will pursue other means of collecting my money and will ensure that I post on every possible web site to warn customers of M&T's fraudulent practices. 



5/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Here is an email I sent to the company and have not heard back after I found out that they said that my ATV WAS to high, so if this was the case why did we do two appraisal knowing that I could not get the loan just to cost me money. Good afternoon mr. ********** I hope this letter finds you well but I am requesting a refund for both appraisals this is ludicrous, I do believe it is a personal issue as much as things change they stay the same there's no way in the world you can appraise a home using comparable houses on the opposite side of a highway which is in Baltimore City not Anne Arundel County instead of using homes on the same side of the highway,how did the appraisal go down $34,000 different in less than 21 days there's no possible way I do believe there's an issue here and a travesty we are not being treated equally or fairly therefore I do expect the refund for both of my appraisal thank you. If you check the the second appraisal she used houses from Baltimore City by Brooklyn homes that is approximately 8 to 10 minutes from my house instead of using houses in Anne Arundel County where my house is located or on my street or in close proximity to my street, she needs to be stripped of her license she is doing Injustice to people please send me information on her company so I can submit it to our local government to find out how is it possible an FHA appraiser can do something of this nature or was it due to her personal issue.Thank you and I look forward to hearing back ASAP.

Desired Settlement: M& t to refund my appraisal fee of 650.00 and never do this to a customer again.

Consumer Response: My claim has been settled directly with the company thank you with all your help.

5/4/2016 Billing/Collection Issues
5/3/2016 Problems with Product/Service
4/30/2016 Problems with Product/Service
4/26/2016 Problems with Product/Service
4/26/2016 Billing/Collection Issues
4/26/2016 Problems with Product/Service
4/22/2016 Billing/Collection Issues
4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My issue once again is the fact that I will make a purchase there will be money in my account when I make a purchase but good thing yesterday I screenshot my account so I have a picture that is showing that there were no pending transactions when I had a balance of 9.70 cents something is right and I have the proof and I'm getting tired of purchasing an item having money go through and still have money in my account it's robbery I got charged a overdrawn fee for a purchase from ups that happened last week on a Thursday but I got charged an overdraft fee but I paid for the service when I have money in my account I will be happy to show anyone from better business Bureau my picture that I took with my phone that shows my bank account being positive and now all of a sudden having a negative balance of 28 dollars I'm getting more and more annoyed with this bank nothing has gotten fixed I just don't want to have to be charged for the ic solutions charge again once I paid for everything but I have a feeling once I go to sleep and wake up I will be charged with another overdraft fee even though everything was paid for I honestly think I'm being scammed because this has been happening for more then two weeks and I'm getting fed up

Desired Settlement: My desired outcome will not only be to get a refund but to make sure that I won't get charged another overdrawn fee for a purchase that was made successfully I have a picture proving that the purchase was not pending and I had money in my account if someone can email me so I can send them this very important picture I will greatly appreciate it it doesn't make sense how I can be charged and overdrawn fee for a purchase that was made successfully and it's really inconvenience to me that I have to keep going threw this and I have never had no issues like this from any bank I will be closing my account asap I shouldn't have even been charged a fee for a ups purchase that was made as well so can someone give me an email to email this my picture shows that the gtl purchase was made and that there was no pending transactions and even shows my available balance was 9 dollars and change

Consumer Response: One of the pictures is proof that there was no pending transactions and that my account is positive on the other picture it shows you that I was charged an overdraft fee which shouldn't be especially if I have no pending transactions and the gtl was paid for already I'm hoping I won't receive another overdraft fee for ic solutions 

Consumer Response:

Complaint id is ********As you see in one picture I had a positive balance in my account after all the purchases was made and in one picture you see me getting charged another overdraft fee for a purchase that was already cleared this has been happening multiple times and it's tiring I'm just ready to close my account as soon as I get my lawsuit money


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, ****** *******




4/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Several years ago Bank of America sold my mortgage to M&T Bank. Since that time I have been harassed by this company. Always claiming mortgage payments weren't received or were late when the payments were not late. Now again, it's the same issue continually billing me for fees and late charges. M&T will not correct their records or credit my mortgage account. I sent bank statement copies, Delivery of payment records and I am still receiving statements for $2,000-$3,000,stating I am months in arrears. I have mailed proof of payments to the payment center and the billing address. I began paying the mortgage through online banking over a year ago changing from mailed payments hoping to correct their record keeping issues. All payments M&T are claiming not to have received were made current, not late, but M&T holds the payments many times posting them late. I am actually a month ahead but their records will not credit this to me. The most recent payment made Feb. 9,2016 is actually the March 1st 2016 payment. M&T deducts monies from the escrow account for items/payments already paid, then bills we for more to be placed in escrow. I don't understand how this Bank can have a good rating because searching online complaints on them are page after page of complaints like mine.

Desired Settlement: The desired outcome is to show all payments and escrow current. Credit of all late fees, penalties and interest fees M&T are billing related to this account. A letter to all 3 credit reporting agencies stating this and their mistake. Showing next payment due will be the April 1st 2016 mortgage payment. My request , if possible, is not to be contacted directly by anyone representing M&T Bank due to the unreasonable and continued harassment and issues with the billing and payment center. I request M & T Bank is not given the contact info (Phone and Email) listed here. I think it is important all contact from them is written and mailed to me. Stop threatening foreclosure and harassment.

Consumer Response: Reference Case Number ******* I submitted a complaint this week. I have not received an email or call so I'm submitting another email address. More importantly I received a Notice of default Letter today 02/11/2016 from M & T Bank Domenic ******** Homeowner Assistance Center Phone 1 800 724 1633 Fax 1 855 678 0866

Consumer Response: ***** *************** ***************** ***** **** *** ** **** ** **** ** ******** *** *** **** * *** ******* **** *** *** *** ***************************

M&T case ******** filed with BBB. AFTER FILING THIS COMPLAINT AND SUBMITTING TO M&T proof of all payments current I received. Lettet of default stating foreclosure proceedings. Loan # **********. This letter was signed by ******* ******** **************. The only response I have received from M&T since the filing of this complaint stated the company received the complaint from BBB and were investigating. Next, I received this letter. (Attached × 3) I'm concerned M&T will move forward with forclosure proceedings before addressing my BBB complaint. Mr ******** is the contact I mailed all proof of payments too. I hope you can help me. It is very stressful to continue to receive this harassment from M&T. I received statements of different amounts from the billing center weekly. M&T will "happen to locate" a mortgage payment I made months ago adjusting the total yet still show months arrears. The mortgage payments are current. Also now M&T increased the monthly payments beginning in April 2016. I have contacted Hud and BBB. Can you advise further action I can take to prevent this. *** ****** *********************

Consumer Response:

Consumer filed another complaint and we added that info to this one:  This is in reference to complaint filed # ********. Date of filed complaint 2/9/2016. I received new message from BBB stating M&T Bank requested extension. I request BBB is aware I received a notice of default letter from M&T Bank this week, also a note on the door of my residence indicating threats of possible foreclosure. If M&T is asking for an extension I request M&T stop the harassment and threats while investigating this further. I request BBB to note after receiving this I, with my Banker, ***** *******, contacted them. After several transfers and refusal to give direct number( I was told to call all the numerous numbers on the numerous letters and statements I had received) we finally contacted Mr. ****** ******** ( whom actually is employed by a "Bayview Financial" and still refused contact number to M&T) Mrs. ******* asked what else was needed from my bank to show proof of timely payments for the Nov.,& Dec, 2015 and the Jan., Feb. and March 2016 other than I had already mailed to them to get this resolved. He than told her "the late payments were actually somewhere between 2007-2013 and I should research this and show proof of payments since loan was constructed with Bank Of America before them. Mrs. ******* told Mr. ******** the burden of proof would be proven by M&T and we requested financial history from them for the life of the loan. After some disagreement he agreed to "Ask" M&T to mail this to me and couldn't advise a timeline. M&T is clearly evasive. Between the periods of Jan. 1 2016 to March 2016 I have received 3 different amounts requested ranging from $2534.82 to $3151.39. The greater amount from the earlier date. Again these are attempting to collect mortgage payments from Nov2015-March 2015 which have already been paid current and were not late. I also received information on the very negative effect this has placed on my credit reports.
Modification/discontinuance of an advertised claim. Refer to Complaint # 11128077


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,  *** ****** ******




Consumer Response: In order to accept this complaint as resolved I would like it to be noted specifically by M&T all charges are removed. The letter states "advance funds". I feel this is a broad term used by the bank industry. I'm not clear if M&T is removing the charges or simply "advancing funds' to be paid at a later date through the life of the loan. The letter states the late charges of $54.54 and a inspection fee of $14 will be removed. I request the full amount of $1918.25 be removed and stated as such. Note please, the mortgage was never included in the previous Chapter 13 only a disputed amount claimed by M&T was included. Discharge letter was previously submitted. I request on paperwork to BBB filed in this complaint a copy of the letter to be sent to credit agencies, a present payoff mortgage balance and the payoff mortgage balance after these charges are removed. My present mortgage statement for April 2016 lists an amount due of $2576.08. I also request an attached mortgage statement on the BBB record to show an Amount Due of the present increased mortgage payment of $657.83 for April 2016 or May 2016 when this complaint is hopefully resolved.

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, *** ****** ******  I have tried to attach an email explaining reasons for noting this as a unresolved complaint. M&T still insists on late payments, changing dates of alleged late payments with each contact. M&T states Bayview paid Jan.-Feb.-March 2016 payments. This is false. I had already paid the mortgage payments. The very essence of my complaint is their are not any late payments at the time M&T obtained the loan from Bank of America, nor since. I requested two payoff statements. One listing the payoff prior to M&T claim of the $1800-$1900 in arrears and the payoff after the credit of this amount. I received only one which still lists the $1800-$1900 in the payoff balance. Also I requested a copy of the letter to all credit bureaus to be attached to this complaint. M&T didn"t provide the copy and changed alleged late payment dates to Jan.-Feb.-March 2016 which further damages my credit record. The letter I received from M&T states no late payments from Dec.2014-Jan. 2016. This letter dated March 29, 2016. Within a week later I received a letter from M&T stating the Jan. Feb. And March 2016 payments were late,isting Bayview "paid them for me." I had already paid these mortgage payments. The payments were not late. Unless the next correspondance I receive states there are no late payments and have not been late payments as I have listed here and tvere is an attached copy if correction letter stating such to all credit bureaus, and as well a payoff statement attached that shows a payoff of $1900 less this is UNRESOLVED COMPLAINT against M&T and I request it listed as such. M&T knows I am unable to refinance my mortgage with another company if there are any claim from them of late payments within the ladt 12 months.Thank you, *** ******



4/15/2016 Billing/Collection Issues
4/15/2016 Billing/Collection Issues
4/14/2016 Problems with Product/Service
4/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: M&T bank or its representatives is making it very difficult for me to prepay on a home equity loan which they took over from Hudson City Bank. 2 phone calls and a visit to the local branch and no one seems to know how to accommodate additional fixed monthly pre-payments on my loan via ACH. Best answer I was able to get was "well u will have to come to the bank every time u need to make an extra payment and let the teller handle it and u can only come 3 days after the normal payment has been made" I find this horrible and inconvenient. I would simply like to pay an additional amount against my principal on a monthly basis via ACH and or similar to what I was doing while my account was handled by Hudson City Bank.

Desired Settlement: Need a convenient way to pre-pay on a home equity loan on a monthly basis.

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 appears below: At best, M&T is suggesting that I opened and online account with them in order to faciliate automatic additional payment. Why can't this be done via my regualr checking account which is NOT with M&T ?  Even though making additional payments in person at the local branch, or by mail are vaild suggestions, I feel they shld not have unilaterally changed what I had set up with Hudson City Bank prior to the acquistion. Regards, ****** ********




4/9/2016 Billing/Collection Issues
4/9/2016 Problems with Product/Service
4/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: M&T is listed on all 3 of my credit reports as a charge off, so I paid off this account on 02/23/2016 with Oliphant Collections which is who M&T sold my account too but M&T still refuses to update my credit report.

Desired Settlement: Update all three credit reports with the a Paid in full status.

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.
Your response is not clear, have you contacted Oliphant to verify that I paid off your M&t acount? And I have not recieved the letter that you said in your statement that you mailed to me, what does the letter say, and can you scan the letter and email me a copy at *********************** Regards, ******* ***** ******



4/6/2016 Billing/Collection Issues
3/18/2016 Guarantee/Warranty Issues
3/18/2016 Billing/Collection Issues
3/17/2016 Billing/Collection Issues
3/16/2016 Problems with Product/Service
3/11/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: M&T banking is online banking for my autoloan.. M&T bank has my email address etc and online billing set up. There is no indication on my online account of my account being past due or requiring collections. I woke up today to find my car repossessed. Following, M&T bank reps proceeded to play games with me all day holding my car hostage for hours after payments were posted. Promised return calls etc were ignored. I lost a day pay, in addition to my husband who runs his own business waiting to get ownership of a car I made payments on first thing in the morning. I feel they allow their collection reps to play games with already frustrated concerned clients. This should be illegal, and I will be contacting my lawyer Mr ***********, for further assistance in MA.

Desired Settlement: I would like refund of time lost at work, time lost for my husband at work, all late fees and towing 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.

3/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have an authorized charge on my account. I received an email from M&T saying it is possible fraud, I contacted the fraud department and spoke to Terrell. I told him that I did not authorize the charge on my account and I am disputing it. He told me he would dispute the charge as fraudulent and it would be 24-48 hours the funds would be back in my account. Terrell also informed me that I would need to call customer service in the morning to get a new card issued and to find out why the charge was even authorized because while I do have overdraft protection there is a $500 limit on it so the $742 should not have been authorized. I contacted customer service at 6 am this morning I spoke with Chesa who informed me that the money would take up to 10 days after the transaction actually posted to my account before it would be refunded and a new card would be issued only after the account was in postitive standing and I would have to call back to get it reissued---which the card would then take 7 to 10 days to get to me. I was also informed that there was no limit to my overdraft that is why the transaction was approved. I explained what I was told by Terrell and she said he gave me misinformation. I asked to speak with her supervisor, she transferred me to Jessica id #****, Jessica told me the samething that Chesa told me. I would have to wait until after it posted then the dispute would start and it could take up to 10 days but could take as little as 24-48 hours. I asked for her manager because this is unacceptable, I have a family to support, my pay is direct deposited on Fridays...which means that I would not have access to that money because it isn't enough to cover the fraudulent charge. Jessica said there was nothing that could be done and I would just have to wait. I asked for her manager again and was told 3 different times that I could not speak with anyone else, nothing could be done and I had to wait. I demanded her manager because I know that everyone has a boss and I knew she wasn't the highest ranking person there. She said nobody was there, I asked to have someone call me back and was informed that nobody would call me back. It was an inbound call center and there were no calls that were made out of the center. I would have to call back later and if someone else was available I could speak with them then or go to my branch. I work until 7 to 5 and cannot make it to my branch before closing.

Desired Settlement: I want the money refunded to my account immediately. I did not authorize the charge and feel I am not being treated fairly by my bank. I have been a customer for many years and do not like the way I am put at the disadvantage.

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.

2/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please see below the e-mails and response exchanged with M&T Bank: *** e-mail #1: from me to M&T Bank I am a long time customer of M&T and made the decision to apply for a mortgage with M&T to buy a property in Chicago, IL for my daughter who has been living there renting an apartment since mid 2014 attending the graduate school. The application was filed at M&T Transit Mappe branch on 5225 Transit Road, Williamsville, NY 14221 with Mr. Gary ***** (Senior Loan Officer - g*****@mtb.com – Tel.: 716-XXX-XXXX – NMLS XXXXXX). At that time Mr. ***** was notified that the closing would have been done by January 28th/2016. Mr. ***** received the contract showing such clause soon after that from the realtor. I received the notification about the approval of the loan XXXXXXXXXX on December 23rd/2015 from Ms. Frani ***** (Mortgage Processor - f*****@mtb.com - Telephone: 716-XXX-XXXX - NMLS XXXXXX). Since I was not receiving any update I called and exchanged messages with Mr. ***** during the week of January 11th/2016 to make sure the deadline of January 28th/201t would be met. On January 15th/2016 (Friday) I was told by Mr. ***** that Ms. ***** didn’t come to work so I would get the information requested on January 19th/2016 (Tuesday) because Monday (Janurary 18th/2016) was a holiday. On January 18th/2016 I was contacted by Mr. ***** and notified that it would be difficult to meet the deadline since due to the “new regulations” the closing disclosure would have to be issued 10 days prior to the closing scheduled date and they missed it (10 days before the scheduled closing date was January 18th/2016). Immediately I called the attorney and conference Mr. ***** in to notify about the delay caused by M&T. I was told by the attorney that the seller could claim for losses if I didn’t honor the contract. At the end of the day (on January 18th/2016) I was notified by Mr. ***** that M&T closers team request one week to finish processing my case and he notified the my lawyer by phone. You may not believe how lousy team you have because I had to follow up every day from January 20th/2016 through January 26th/2016 to try to get the confirmation and commitment from M&T about the closing date as well as to receive the closing disclosure. I received a call from Ms. ***** at the end of the day of January 26th/2016 (Tuesday) who passed me the “cash to close” value over the phone. I didn’t hear any word of apology for the problem she created by not informing me and my attorney about the delay. Actually, it sounded me that she didn’t care. When I told her at the end of the call that I left her a voice message on January 19th/2016 she challenge me saying that I didn’t leave any message in her voice mail. It seemed to me that I was the villain because I came after M&T to apply for a loan and that made her to work. Indeed I never received any call form the closing team to give me any update. I just got calls from Mr. *****. Don’t you train your teams on how to handle customers? They may not realize that they have their jobs because of the customers. Postponing the closing by one week due to M&T poor management caused me the following extra cost: - Additional month of rent (US$ 1400 – one thousand four hundred dollars) for my daughter since she couldn’t move out by the end of January/2016 and the place just renews the contract on a monthly basis. - Condo monthly assessment pro-rated from January 28th/2016 (closing date on the contract) through February 4th/2016 (new closing date). - Taxes pro-rated from January 28th/2016 (closing date on the contract) through February 4th/2016 (new closing date). Just to make things short, where do I have to send the request for reimbursement regarding the additional month of rent due to the problem created by M&T? I send you the receipt as soon as you send me the claim procedure. The chaos created by your mortgage processing team was not only due to Ms. *****’s lack of responsibility. Her supervisor is not supervising anything, i.e., there is no decent management system in place. You should audit what your people do because several issues may not be properly reported to the senior management. People like them can cause significant damage to people and to the institution. *** mail #2: it's a letter from M&T which it is in pdf format. Please let me know where I can e-mail it to. *** e-mail #3: from me to M&T Bank Dear Mr. **********, Please find below the comments with regard the response you sent regarding my complain: - If I haven't contacted Mr. ***** on Jan 18th to obtain the status of the closing process most probably your people would be sitting and waiting. If they were (and indeed they were) aware that some document was missing they had the obligation to either contact me or my attorney no notify the process was on hold because of that. This shows the process you have in place doesn't work well. Managing means planning and monitoring. You don't do either one. Indeed it surprises me that your organization cannot even put a simple punch list showing the documents required and deadlines in a single piece of paper. - Mr. ***** (your mortgage official) was aware the condo was going to be bought for my daughter. In that case if your organization required any additional information Mr. ***** should have asked me to provide the details and that didn't happen. This shows the process you have in place doesn't work well. You just ask the information that's convenient for your organization and not for the customer. - Base on the above I understand I can't delay my payments and your organization would just sit and wait without imposing any penalty. I can play under the same rules you do, right? - The last but not the least. If you have to provide coaching to your people that corroborates they shouldn't be handling this type of process. When we sign a contract with any organization we expect the organization have well trained and capable people to handle the process. Since your organization is not willing to pay a compensation for the additional month of rent due to the delay cause by your organization I am going to file a formal complain with Better Business Bureau and the NYS Department of Financial Services. The public and the authorities must be aware the poor service and lack of irresponsibility and responsiveness of your organization. I deeply regret being your customer.

Desired Settlement: I want a reimbursement from M&T Bank in the amount of US$ 1400 (one thousand four hundred dollars) related to the additional month of rent I had to pay due to delay of the closing caused 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. M&T just forwarded the letter I received before contacting BBB. The response doesn't resolve my complaint. They are just buying time and fooling both your organization and me.  Regards,  ******* *********




2/26/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
2/24/2016 Problems with Product/Service
2/20/2016 Problems with Product/Service
2/19/2016 Billing/Collection Issues
2/18/2016 Billing/Collection Issues
2/17/2016 Problems with Product/Service
2/17/2016 Billing/Collection Issues
2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 9, 2015, two charges showed up on my personal bank account payable to someone else’s ******* account. Two payments of $11.99 each to ******* were processed on November 9 without my knowledge or consent. I reported the problem, and the funds were provisionally credited back on November 10 when I called the bank. On December 8, two more unauthorized transactions showed up on my account. I promptly called the bank to dispute the transactions, both in the amount of $11.99. The bank conducted some sort of investigation, however those results have not been shared with me. On December 17 the first two charges were reversed in the bank’s favor. On December 18 I visited the Pikesville branch and closed the account to avoid further unauthorized charges. On December 20, I wrote to the bank using the address I was given by Relationship Banker Greg S******* at the Pikesville, MD branch. I requested a copy of their investigation. It has been a month and the bank has not responded to my request.

Desired Settlement: Due to the bank's errors in recognizing fraud, I have lost four charges in the amount of $11.99 each. If the bank returns those funds to me ($47.96), I will consider the matter 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.


2/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I applied for a mortgage loan modification in June 2015. I was put in a 3 month trail modification period. During the time frame I received a list of several liens the title company that M & T Bank used to check for liens against myself and my husband. I gathered the proof to show that the said liens did not belong to either myself or my husband. The lien search was re-ran and this time only 2 liens came back. (both of which were on the original lien search and included in the proof documentation I had sent to M & T Loan Workout. I was told that I needed to sign a same name affidavit, have it notarized and return it by the end of the 3 month trial period. The affidavit I received from M & T Bank had the wrong accounts on it. I called them the day I received the affidavit in the mail and told them about it. I was told that they would have the affidavit re-issued. I called the loan workout area every week for the next month and a half and they kept telling me that they were escalating the request for the new affidavit to be sent. I never received the affidavit and the modification was denied. I called and asked to speak with a supervisor regarding the denial and asked for them to re-open the application since it was beyond my control that I hadn't received the affidavit to sign and return. After 4 or 5 weeks of no response, I reapplied for the modification. They are again requesting me to sign the affidavit for the same lien that doesn't belong to me. I have been waiting another 2 weeks, which makes it a total of 3 months. If they don't have this signed affidavit by 12/31/15 they will once again deny my modification. No one at M & T Bank seems to be able or willing to get the requested affidavit to me so that I can sign it. Their delay is causing me to get closer to possible foreclosure. I don't understand why they are giving me the run around and not sending the affidavit that they want me to sign. I can't sign something I don't have. It seems like they would rather see me loose my home than help

Desired Settlement: I would like for M & T Bank to get me the affidavit so that I can sign and return it and not fall any further behind in my payments.

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.

2/5/2016 Problems with Product/Service
2/3/2016 Billing/Collection Issues
1/31/2016 Billing/Collection Issues
1/27/2016 Billing/Collection Issues
1/27/2016 Advertising/Sales Issues
1/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a auto loan with M&T. I traded in my vehicle and the loan was paid off First week of Decemeber 2015. I tried to log in to my M&T account to verify it was paid off. I could not log in so I proceeded to call directly on December 11. I spoke to a customer service representative and he assured me the loan was paid off and was closed out. Well on December 22, 2015 another payment was taken directly out of my checking account. I called M&T and they apologized and said they would mail me a check and it would take about 2 weeks. This is unacceptable as I paid via ACH so they should be able to reverse the ACH. I called back and spoke with a manager and he stated the reason why it was charged was because I had setup an automatic payment and I didnt cancel it. I told him that I could not log in to the account to stop the payment as my username and password would not work anymore. He agreed and said that would be correct as your loan is closed so the access is disabled. Well I asked him how would I stop the payment if I could not log in to the account to stop and I also called customer service and they stated I was all set! This is very deceiving business practices and further its 2 days before christmas and now my bank account is $493 less in it to purchase presents for my young girls.

Desired Settlement: I want the payment refunded back to me via ACH immediately and not a check sent in two or three weeks!

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 automatic debit of the account was not from an external bank.  The payment was setup via mtb.com website.  My account on mtb.com was deactivated after loan was closed so I had no way of cancelling the automatic payment setup.  The statements made by mtb are untrue and why you would have to wait 10 days after an ach transfer is garbage.  The money is transferred directly that day.  I was also told on the 22nd of December the check would be mailed right out and would take approx 1 week to get.  Very poor and deceiving business practices!  Regards,  ******* ******




1/21/2016 Billing/Collection Issues
1/20/2016 Billing/Collection Issues
1/15/2016 Problems with Product/Service
1/15/2016 Billing/Collection Issues
1/15/2016 Problems with Product/Service
1/13/2016 Billing/Collection Issues
1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The bank messes up on the account due date on my auto loan. There are 7 months from the year 2014 thru the year 2015 that the dates are wrong. The bank also charged me a late fees after giving me a extension on my contract that I had to sign and mail back to them. The fees were supposed to taken off of my auto loan account. They are constantly changing the amount due on my monthly payment. I am constantly sending in money to get caught up on my auto loan but it seems that my money is not really going to the places they need to go. I have been requesting copies of all the paperwork I had to sign with to see if I may have missed something in fine print. The do not wish to give me a copy as if they know I will find out that they are doing something illegal with my auto loan. I honestly believe that this company is swindling my money. I can not even get any of their customer service members to give another bank my info of payoff to refinance my loan somewhere else. This company also claims to be a collection agency. Which seems like a conflict of interest if the are a bank. They also attacked my credit report which makes it even harder to ask another bank to refinance my auto loan. They constantly call asking for a payment to be made as well, at all times of the day.

Desired Settlement: I would like an apology for the harassing phone calls. Restore the damage they did to my credit and fix all the in corrections on my account.

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 company stated in their response that my "account remained current until July 23, 2015". If that is the case I would have only been responsible for a total of two late fee charges. The total of the charges would be at most $ 85.58 not $280 in late charges. As shown on the statement copy they provided in their response. Also it should not be up to them to take my money and say it can't go to my principal and interest first when it is received early. 

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




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 company is so full of SH*T all they do is lie and think of ways to steal people's money. I was told over the phone by one of the representatives that my late charges from May 2015 were dropped. Then when I decided to try and send my payment early they put it elsewhere.  Regards,  *********



1/6/2016 Billing/Collection Issues
1/5/2016 Billing/Collection Issues
12/31/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 27 2015 I made my monthly mortgage payment online , the same way I have done the previous 6 years. I have an email confirmation. M & T never sent a request to my bank to withdraw the funds. After much much discussion with M & T they never told me why the funds were never withdrawn. They finally told me to resubmit the request and they would not charge late fees or report me delinquent. I am trying to refinance with another mortgage company. M & T has reported to the credit bureaus that I was delinquent for that month. I am unable to refinance because of there actions. Mortgage payments made after this were made on time and withdrawn from my bank in the usual time and manner.

Desired Settlement: An apology, and a reason why the funds were rejected by M & 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.

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. I have faxed documentation to M & T Bank to show that they did indeed report me as delinquent. I am waiting for there response.  Regards,  ****** ******







12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have spent several hours on the phone with various customer service associates and supervisors with M&T Bank's call center. I am trying to resolve an issue with a bill payment that I sent in error. I admitted, this is my mistake. However, I am now trying to get my money back. I've received a different response from each associate I've spoken to. None of them have apologized for the inconvenience I am experiencing. And none of them have offered any helpful solutions. This error cause two Insufficient Funds fees on my account, which I asked to be refunded as a courtesy. The last time any fee has been refunded to me was at the very beginning of my time as a customer, several years ago. The associates I spoke with did not even take the time to review the fees, just simply stated they cannot be refunded since it's not a bank error. When I finally spoke with a supervisor, I asked that these fees be refunded due to the amount of time I've had to spend on this issue, how many different answers I've received from each associate, and as a way to try and retain a customer. The supervisor audibly sighed, placed me on hold, came back on the line to tell me the fees were refunded and they will not be able to ever refund a fee for me again, and then said "thank you for calling, good bye" and hung up. I have never been treated with such indifference and disrespect as I have this week with M&T Bank.

Desired Settlement: I am still waiting on the funds from this bill payment sent in error (my error) to be put back in my account. The receiving bank stated they sent the funds back on 11/3 electronically. M&T Bank is saying the funds will take at least 2 weeks to get credited back to my account. This is unacceptable. If the funds were sent back electronically on 11/3, they should be back in my account by 11/4 at the latest. I want the funds back in my account asap and some sort of compensation for the time I've had to spend on this and the mistreatment I've received.

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not filing this complaint in regards to the actions taken on my bank account by M&T Bank. I am filing the complaint to make known how poor the customer service experience was while resolving this matter. I was treated more rudely by the customer service representatives, especially the "supervisor" than I have at any other institution. That is what I wanted addressed at this time.

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.

12/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/1/15 using Billpay from ******* Credit Union, 2 payments went to M&T bank, one for 303.00 and our mortgage payment of 706.00, which was supposed to go to *******. I am not sure who made the error ******* or myself, but the error was noticed on 12/2/15. I called ******* and explained the error I was instructed to contact M&T. I contacted M&T and it was explained I would not be able to get the money returned for 3 weeks, but if I wanted to expedite the return I could contact ******* CU and have them fax a letter on their letterhead to M&T that they would not take the money back electronically. So I called ******* and requested the letter to which they explained it was impossible to take the money back anyway but they complied and faxed the letter to M&T. The following week I called M&T to inquire if they got the fax and when could I get the money back, I was informed that the faxed letter was not good enough and how would they know it was not a forged letter! So now ******* had to fax a letter to M&T with my personal Banking information Account number and routing number. Needless to say ******* could not when I called them back, fax my personal information, they can only send a encrypted email to me. When I called back M&T to explain this, the supervisor at M&T said I personally had to fax the information, I offered to deliver the information to a local bank or email the information, all other forms refused. As of the 16th of December I have had to make another mortgage payment to *******, and have not received the return of the 706.00 from M&T. I called today and they told me the check was sent on the 10th, never received.

Desired Settlement: I want the full 706.00 back with 25.00 interest and anguish suffered at Christmas time.

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I requested interest on the money I was due. The money was my mortgage payment that was late and I had to drive to another city to pay in person. I was accused of sending a fraudulent fax to the M&T bank. They did NOT accept the fax from *******. They wanted me to fax my personal banking information to M&T, bank account and routing number. They would not let me deliver or email the information. I have never dealt with such unfriendly business practice in my life. The check was written on the 10 th, but never reached the post office till the 14, and I did not receive until the 19th of December.

Regards,

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




12/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They have charged me an outrageous fee for withdrawal money for taking out $100.00. I have been charged $9.25. That is almost 10% of the total money that I have withdrawn.

Desired Settlement: The maximum that I could have taken out from ATM was $100.00 and I was charged $9.25 which is almost 10% fees. I want to get refund for the total amount or not less than $3.00 which is standard on a higher side. Also, I wanted to complain about this because this is not a good business practice since. I understand the conveniences but I do not believe that anyone should be charged that much 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: Dear BBB, This is in response to a letter that I have received on 11/16/15 from Melissa M****** from Office of the Customer Advocate office of M&T bank. In the letter it was mentioned that I am not M&T bank customer (Attached file). However, I believe I am M&T bank customer and as a proof, I have attached the file for reference that shows up on my current bank statement. This is a reference copy of a transaction that I have made dated 11/01/15 using M&T bank's ATM machine located in NYC. I have purchased a product from M&T bank. In this case, the product was for $100.00 cash amount using my debit card from M&T bank. However, it states that I have been charged $109.25. It appears that I have been charged a fee of $9.25 for using M&T ATM machine. The fee is amounted to 9.25% for $100.00 cash that was taken out from the M7T ATM machine. I am disputing the fees. As I understand, there will be fees for using M&T ATM machine. However, I believe that almost 10% fees for one time withdrawal is not justifiable. This is more than 50% of what I usually get charged for from other bank accounts. The fees should not exceed more than $3.00/$4.00. In this case I am disputing ($9.25-3.25) = $6.00 fees and I believe I am entitled to receive that money back. A financial institution should not charge $9.25 fees for $100.00 cash withdrawal. Also, I am asking BBB to take steps so that M&T bank or any other business shop charging such a large amount of fee fees for a nominal withdrawal for a ATM machine. I would appreciate if this letter would consider both of my options 1) return me $6.00 fee 2) Ask M&T bank to stop charge such larger fees. Please let me know if you have any additional queries and questions. Thank you, ********* ******* ** ** *** **** New York, NY 10013

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.

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I went into M and T bank to pay down my mortgage to remove my PMI. The customer service was terrible. The person helping me actually called the mortgage help line on speaker phone because he didn't know what PMI was. I had a letter from M and T that I had brought with me with the Loan to Value amount I needed to be at to have the PMI removed. I was instructed that since PMI was paid in arrears that I should not pay down the full amount and to adjust for my next principal payment as I would have to pay the PMI that month any how. I did as I was instructed. I just called to confirm that the PMI was removed and was told that I should have paid down the full amount last month but I did what I was instructed to do by M and T I will still have to pay the PMI this coming month.

Desired Settlement: I would like to not have to pay my PMI this month. I told the customer service manager what I was trying to achieve at the branch. I was ready to pay down the total amount right then and there. I was instructed other wise and now I have an extra PMI payment that I shouldn't have to pay.

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,
****** ******




12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an insurance claim for damages to my home. Funds were paid to out by insurance company, but have not released by M ant T bank. The bank’s endorsement was required since they are the lien holder. Initially I was able to have local branch endorse funds; however, since mold was discovered their were “new rules” that applied that I was not able to see or get a copy of these rules. I was advised that an inspector had to come out and view the property to ensure repairs were completed but I would have to absorb the cost. Schedules of fees have not been outlined. I requested a copy of invoices and schedule of fees to be submitted to my insurance company, so I can be reimbursed. They said that would not be a problem, and funds still were not released. Following up after I was sent a warning letter stating that M and T bank tried to reach me which they never did. I called to complain that I never received any previous email, call, or message so why was I being sent a warning letter. Associate on the phone advised that was a standard letter. I told her the work was still not finish, but if they want to schedule in the inspector to come out that was fine. Also requested a copy of schedule of fees, but she said procedures changed and I am no longer have to pay for an inspector. I ask when this policy was put in place . Associate was not able to give a date, but advise this was new. M & T Bank has not been transparent and has held on to my most recent check for almost a month. Due to their constant delay in releasing funds I have generated fees in buying material on my card, and not been able to pay because funds were not leased in a timely fashion. I had to fire one contractor because he had issues with waiting on payment. I have found another contractor who has been very patient, but this small businessman should not be penalized for M & T banks inefficiencies.

Desired Settlement: I would like the remaining funds released immediately and have copies of these rules and criteria for processing insurance checks outlined on their website and submitted in writing. I would also like the bank to absorb the cost of the interest & late fees for the delayed disbursement

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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like to have my loan refinanced thru my credit union and M & T absorb the cost.  My relationship  with this bank I do not think can be repaired.

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.

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This bank has very aggressive collection policies. They have a due date for payment, and grace period and a late date. If you do not have in your payment on the due date they immediately start calling before your grace period has expired. Not only do they call you number multiple times a day and you just sit there and say hello into silence. They also call family members and harass them for your number. Let us not forget that this is before the late date. We have updated our information but they still contact legacy information. In my case that is my aging mother-in-law's number. She has a multitude of issues that no bank has the right to impinge on. Because let's not forget here I am talking about a payment that is late yet. It is still with in the grace period. Calls start on your due date. Most of the time when you try to speak to a person from that line you are greeted with silence.

Desired Settlement: They can contact me by email. I will call the and explain that my payment will be there before the end of the grace period. I want them to update the information with regards to contacting me and not to call my mother-in-law again. I have been paying this loan for years and through some very hard times. I am down to less than a year after about 7. I think I deserve some respect with the amount they have made of me in interest. So in interest of the well being for someone I love, I will only consider this claim resolved if they remover her information from their data base.

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.

12/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A fraudulent transaction was made on my card. I don't even have a PIN number so I was unable to get cash from any ATM machine or go to a window. I reported this fraud to M&T Bank and they opened up an investigation.A short time later I received a letter stating that I have to go into the bank and identify pictures of the person. Being honest, I told the bank clerk that I did not know the person however I have seen them walking around the hospital before. Next thing I know I received a letter in the mail saying that my claim was declined because I said that I had seen the person before and that the card was used again immediately after that transaction was done.I asked what time the transaction was done and of course they couldn't tell me. I was also told that immediately afterwards a transaction was made at the Charles Theater. The fraudulent activity took place on 6/23, the Charles Theater transaction took place on 7/11, so this information is incorrect. There is no record of me using that card after the fraudulent transaction was done on that day and according to my statement, which I have in my possession, there was no other transactions done on that day.I was then told that I would have to file a police report to reopen the case and tell them the name of the person that made the transaction. The problem is, I don't know this person, I have just seen him around my place of business.I should not have to file a police report, this investigation was not done very well. Just because I recognized the person does not mean that I know that person. Also the transaction dates/times were clearly not taken into consideration as they do not match what I have in my records.Just because I have seen the individual does not constitute me knowing him.

Desired Settlement: DesiredSettlementID: Refund I want the $40 credited back to my account, along with all Cash interests that was collected.

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.

1) I did not dispute the July 11, 2015 transaction because although I did use the card at the Charles Theater on this date, I did not use a PIN for the transaction. 
2) I contacted the Charles Theater and when doing a credit transaction, a PIN is not needed nor requested.  I was told that they upgraded their system years ago to take credit card transactions.
3) I, as previously stated before, requested a PIN and never received one.  When I requested a personal PIN number (that I had to mail in), I never received that PIN number confirmation either.
I have never requested cash on the card nor have ever needed to use the card in conjunction with a PIN number on any transaction that I have done with the card.
Regards, ******* ****


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.
It seems to me that M&T are finding every angle they can use to prove that they are not in error, when in fact they are.  Upon given more information on how I do not have the PIN number, I was still given an excuse that I had.  I no longer bank with M&T as well as my family and friends.  I do not wish to conduct business with an institution that says that I committed fraud upon myself and will not take the time to review the facts clearly or investigate the matter as I have. 

Regards,

******* ****




12/18/2015 Problems with Product/Service
12/17/2015 Billing/Collection Issues
12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a 56 year old disabled man. I live on a Social Security check. Because of identity theft I had to close my previous bank and receive paper checks in the mail. I now have it set to direct deposit to this bank. On 10/31/15 I deposited my S.S.A. check at the main branches ATM. Social Security checks are supposed to clear immediately. And my balance did reflect that. However M&T Bank dud not and will not clear it for up to 5 business days. With the holidays I will be without one cent, absolutely no food and unable to get my four medications out of the pharmacy. I will withdrawal from four controlled substances. This will definitely cause permanent psychosis, severe anxiety attacks, suicidal thoughts and seizures. I live alone. If I have a seizure at the top of the stairs M&T Bank will kill me. I was told that the delay is because it is a new account. When I asked where it stated that the agent at the main number ************, TOLD ME IT ISN'T LISTED. She outright admitted to breaking four laws. Not cashing a check from the United States Treasury is a felony. I need this check cleared now.

Desired Settlement: I demand that M&T Bank clear my disability check NOW ! Not in four, five , six, whatever days now. NOW! INSTANTLY ! If I an I m inclosing the paper receipt which clearly proves the deposit, the SUPPOSED balance ad the source of the check. My mother in MD. is searching for a lawyer as we speak.

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,   ******* ****




12/15/2015 Billing/Collection Issues
12/15/2015 Problems with Product/Service
12/15/2015 Problems with Product/Service
12/7/2015 Problems with Product/Service
12/4/2015 Billing/Collection Issues
11/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When opening my M&T checking account I was told that there was no maintenance fees with direct deposit. I later saw maintenance fees but each month they were charged and then credited back to me. I would get alerts that there was a service fee charged to my account but just ignored them since they were always reversed. I recently checked my account and saw that for past 21 months I have not been getting a reversal. I check the website to see why I would be now getting charged and not reversed. It says you need a minimum balance of $2500 or you will be charged $14.95 per month. This account has never been over $2500 since I only use it as a slush fund.

Desired Settlement: My settlement request is a reversal of all charges totaling $313.95. This should be more than reasonable since I'm not including lost interest on the funds.

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 response states that I was enrolled in electronic statements which is true. These statements only give my balances and not changes in policy. Which is a mute point and a poor response from the bank. I never received the notice of changes to their policy. Even their policy that they cited said that you need deposits of more than 200 and I had direct deposits going to that account in the amount of 1200. 

To make matters even worse, I've attempted to close this account. I was told that I couldn't close the account over the phone since there was still a balance. I was told that I needed to go directly to the branch to close it. I drove 2 hours to the Liverpool, NY branch. They also couldn't close my account because I had a recent transaction (that was no longer pending) posted that day and I would have to go back the next day or close it over the phone with a 0 balance. I got my balance as close to 0 as possible and again attempted to close the account. They said they can't do it unless it is exactly $0.00. They said that if I didn't drive to the bank again to close the account that I would soon be incurring another $14.95 charge which would overdraft my account and result in an overdraft fee. These people are completely unreasonable and I've spent far too much of my time trying to get rid of these people. I request the same resolution as previously stated. It was reasonable at the time and it is even more reasonable considering that since I submitted the complaint, I've spent about 8 hours of my time along with gas/vehicle use driving to their branch as instructed. 
Regards,  ******* *******




11/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a copy of my credit report and noticed that M&T Bank pulled my credit for an auto loan without my authorization. I would like for the inquiry to be removed - or documentation provided to show I applied for this loan.

Desired Settlement: I received a copy of my credit report and noticed that M&T Bank pulled my credit for an auto loan without my authorization. I would like for the inquiry to be removed - or documentation provided to show I applied for this loan.

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.

11/28/2015 Problems with Product/Service
11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My problem is that I took out 200 dollars out of the arm so I can feed my kids I spoke to a rep before doing it she said I will be charged a fee of 38.50 I said fine the rep reassured me that I would not face any additional charges I said OK a few days later by the time I'm going to pay it in full I see two more additional charges for 38.50 I spoke to a different rep Friday she told me she couldn't over turn the charges I'm trying to figure out what should I do

Desired Settlement: I would appreciate my refund m&t bank needs to have reps That know exactly what they are talking about and a key part is that the rep never put what she said in the notes and it stinks that I have to rely on another person that I don't know from a hole in the wall and just because that rep didn't enter the information properly could cost me my rightfully owed refund

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:

My response is can you tell the lady that's in charge of the m&t that that's not the conversation i was referring to and also I'm closing my bank account very soon anyway just to much going on and to keep up with and I'm not satisfied and I want that fee of the other 38.50 away as well because even in the terms it says it won't give you a over draft fee for something that is 5 dollars and I don't remember ever doing that transaction and this is the issue things get refunded and really added back like my amazon purchases I can show what day I ordered it and amazon been shipped my items it will have two different dates on it that's why I think the other overdraft fee shall be gone as well

11/21/2015 Problems with Product/Service
11/21/2015 Problems with Product/Service
11/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a promotional mailer from M&T Bank, at my residence in Delaware, stating "Just set up a qualifying direct deposit of $100 or more on a new EZChoice Checking account" and receive a $150 bonus within 90 days of account opening. I opened my account on 7/3/2015 with a $100 initial deposit and subsequent $50 weekly direct deposits. Additionally, on 7/10/2015, 8/14/2015, and 9/11/2015, $100 was direct deposited into my account on each date. 90 days came and went with no $150 bonus. I reached out to the Lewes (Delaware) Branch to speak with Carol G*********, who originally opened my account. She claimed I was not entitled to the bonus, because it had to be one qualifying direct deposit of at least $100. When I opened the account in July, I told Ms. G********* I was going to make $50 weekly direct deposits. She said nothing to the contrary; plus, she said the promotion was not address-specific. M&T Bank's promotional effort was ambiguous to the lay consumer, and is a clear example of confusing marketing.

Desired Settlement: $150 CASH BONUS.

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.

11/13/2015 Problems with Product/Service
11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: M&t bank took $38.50 for a $1.27 overdraft the day I made a deposit. I don't remember ever signing up for over draft protection, and to take the money the day I made a deposit is absurd. Woman on phone claimed the fee and the deposit were cleared at the same time and stated there was nothing she could do.

Desired Settlement: I want my $38.50 back and I want the shady overdraft practice removed from my account.

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.

11/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 08/20/15, I opened a checking account ($150 cash) with M&T Bank on Agora Drive in Bel Air. On 08/31/15 a direct deposit of $4,500 went through as well. On 09/12/15, I was reviewing my account online and it had a $150 bonus for a new account with direct deposit added. I called customer service and they said that although my direct deposit was new and went through on 08/31/15, that my account was opened on 08/20/15 and not new. They told me to call the local branch. I called the local branch and spoke with the Branch Manager (Jane) who said although the person who helped me open the account new about the upcoming promotion, she could not tell me. I asked if I could close my account. She said I could not get any money out of my account. I told her she was mistaken. I called customer service back and they told me that I had to call Jane back and ask for her manager (Detra). I immediately called Jane back and she did not even remember me. I said (4 times), please just have Detra call me. Jane kept asking why and was I mad with her. I asked again (5th time) please have Detra call me. Detra called me 2 days later and said she could not help me, but Jane was incorrect about not being able to access money. She said she would have someone call me back. The next day, Noel Carroll called me and he said he would waive a $50 closeout fee. This upset me, for no one ever mentioned that. He was rude, I immediately e-mailed customer service and after another week, Lynn finally called. Lynn was rude and said she would do her best to waive the $50 fee and that I was not entitled to the bonus. I asked her for Corporate and afer asking 3 times, she gave me a business address with their e-mail address. She was rude and of no help. Product_Or_Service: New Checking Account Order_Number: N/A Account_Number: N/A

Desired Settlement: DesiredSettlementID: Other (requires explanation) I feel after all of the inconvenience and disrespect by numerous M&T Bank personnel I am entitled to the $150 Bonus. In addition, I feel it was dishonest in them knowing a promotion was forthcoming (less than 2 weeks) and not telling it 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.
Regards, ***** ***** *******I just received M&T's letter today regarding my complaint.  I am addressing some inconsistencies with your reply and I will do so with the Better Business Bureau as well.

First, you stated that no one at the branch was aware of the promotion when I opened my account on 08/20/15.  That is a lie -- Jane H******* told me that everyone at the branch knew and they were not allowed to tell me.  Why would I make that up? Also, regarding Jane, she stated that I could NOT withdraw any money out of my account.  Her supervisor told me that she addressed the issue with Jane -- so lie #2. Finally, I would like to hear from someone other than your regarding my complaint, for I do not appreciate your tone in the letter and how unprofessional it was. Also, I am taking a copy of this letter to the 3 television stations (in New York and Maryland) so that they can do research as well. I had to ask you no less than 5 times to address this issue and there was no reply. I know there's someone in the Office of the President who can contact me regarding this problem that you so poorly addressed.
Very dissatisfied and I will let as many people know as possible to avoid using M&T Bank. ***** *******

11/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe that my account has been compromised. I had no access to my online account, nor did the customer service department, when their website was down. I asked customer service if i could have a password to add an extra layer of protection, but they refused. I n 2014 i filed a tax return, and the IRS told me that someone used my social security number to file joint returns, so i had to go thru the all the guidelines to get paper returns with affidavit. M&T called a private company, that has no number, or email service, so My account was blocked. I could not use the automated service, nor could i use the online service. I eventually got my online service working again, but their website kept crashing. I tried to reset my passcode - " were sorry our online service is temporally unavailable ". So i finally reached someone to reset my pass code. But now they have blocked me again, so i was told to update java, and sign the digital service agreement. It was filled with banking jargon, that i could not understand.

Desired Settlement: If there is a reason to block me from my account, even after the branch told them to unblock me, i still need to know what this digital service agreement, is all about, and who is the Private Company that is obstructing me from having the freedom for me to decide rather or not i want their service.

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.

11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I changed bank to M&T Bank on August 31, 2015 and I applied online. Unfortunately I was not able to print the disclosures nor the signature card online, it seemed the bank was having issues online, so on 9/2/2015, my wife and myself went to the branch for assistance and spoke to Brandy M. M*****, the relationship manager. We informed her we needed a copy of the disclosure and signature card because we experience difficulties online. She did assist us with the matter and explained the disclosure which stated that if we deposit a paper chk, for the first 30 dys of the acct, a hold of 5 business days will be in effect. I informed her that due to changing banks, my employer, I work for the State of PA, would issue a paper check until Direct Deposit activates. I asked her and so did my wife, if that rule also applies for PAYROLL checks in paper form. She stated to me and my wife that it did not, payroll checks are not put on hold and if we go to the branch and deposit it, funds will be made available on that same day. She also advised me to open a OverDraft savings account with 25.00 for the rare case that a check may bounce, it sounded like a good idea, so I did. Between the initial deposit of 1277.42 and my payroll deposit of 1911.66 the total available to me should have been 3189.08. The checks I wrote out for various bills totalled to 1424.08 and a cash withdrawl I took on the same day I deposited my paycheck, in the amt of 1200.00, means that I should have still had a remaining bal of 565.00. On 9/16 I received on my acct various NSF charges.I went into the branch and spoke to Cindy Rotolo, who informed me that the paycheck was on hold for 5 dys, (they held it two weeks), and this is the reason for the NSF. I informed her that Brandy told both me and my wife that there was no holds on PAPER Paychecks. She asked me if we read the disclosure, as I was answering No because... she abruptly interrupted me and stated that it was my fault then. My wife became agitated and told her to allow us to finish our sentence. My wife informed her that we could not read it due to problems with their systems and this is why we came in on Sept 2nd and spoke to Brandy M*****, who went through the disclosure of the checking and savings with us, and when asked if there was a hold on the Paper Payroll check, she assured us that there was not, so the error is on the bad information provided by the bank and we should not be penalized. She assured us all NSF fees would be reversed and it has not been. Right now we sit with about 300 dollars in NSF fees and they refuse to rectify their mistakes. It almost seems as they are running a Ponzi scheme. I have never ever bounced a check in my life and this is totally unacceptable. We are requesting Fee reversals and for M&T to pay any NSF fees we receive from our creditors. I always had an immaculate record with my creditors. The error lies with M&T Bank. My other question would be, if there was a hold on Payroll checks, than why was I allowed to withdraw 1200 against it and then hit with an NSF fee on the withdrawl, and also the 25.00 deposit on the savings was also tampered with. M&T need to get it together and do the right thing.

Desired Settlement: Reversal of all NSF Fees as promised and reimbursement for all the NSF fees I had to pay to my creditors due to M&T Bank's poor information.

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 10826706, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   First of all, all the stated data is not only incorrect but a downright lie. Misinformation was provided by the bank and what I stated to Cindy R***** and what was agreed to by her was that ALL, not only three NSF fees were to be reversed  This was due to the misinformation provided by thir rep and teller.  Secondly, the fees to date have Been reversed and taken right back by the bank. This NSF situation was caused solely by M&T Bank and instead of taking accountability they are looking to hide their tracks. I am presently filing with the Attorney General's office and consulting an attorney.   ***** ***** ****






11/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My brother passed away on April 24, 2015. I was chosen by him to be the personal representative for the estate and one of the beneficiaries. I had no authority or access to his funds until the probate went through county court. I called several of the companies that my brother did business with and informed them of the situation including M & T Mortgage. M & T Mortgage told me they could not speak to me until I had provided official documents from county court that I was the personal representative. I faxed them a death certificate and asked them to notate on the account that my brother had died. I gave them my cell phone number for any necessary communication about the estate. In late July, I was officially appointed by the court to be the personal representative. I promptly faxed M & T Mortgage the document and waited the required 48 hours for them to process the fax. After contacting them, they claimed they didn't have any records of my fax, so I faxed it again. After waiting another 48 hours, I spoke to a representative. They agreed to waive the late charges under the circumstances and accepted my payment to get the account up to date. This is something I have documentation of, so there was proof that I had an authorized conversation and they received the proper documentation appointing me personal representative. I had done everything possible to handle my brother's obligations. This payment was made August 3 within 90 days after the account was delinquent. According to M & T Bank, there would be no foreclosure proceedings before 90 days after the first payment was delinquent. The next payment would be due September 1. In the process of going through the house and getting it ready to put on the market, I noticed the lawn had been mowed, the water was shut off, some items were missing from the house, and the door had been re-keyed with some paddle locks on other doors. We corrected this problem and figured a vagrant had attempted to live there. We informed the neighbors and were all prepared to call the police if there were any more intrusions. We proceeded to sell the house. It closed on August 25th. When we received the payoff quote from M&T Bank it had late fees and two extra charges with no explanation. One charge was for 1095 dollars with no explaination other than "miscellaneous". My realtor and the title company were baffled. I called M & T for an explanation and they claimed that I wasn't authorized to act on the account. We know that was false due to my prior, documented conversation about the payment and their agreement to waive the late fees. The title company faxed them my documents (this was now the third time!) They now claimed that they couldn't speak to me for 72 hours. I was faced with a buyer who was in a hurry to close, and a realtor and title company that would be faced with a bunch more work to reschedule the closing. I felt there was no other choice, but to authorize the payment and confront M & T Bank after the fact. Based on the horribly disorganized and possibly shady activities of this bank and the fact that after all this time, I was still not able to talk to them, I finally received documentation as to the "miscellaneous" charges. They charged me for lawn mowing, lock changing, debris removal, etc. that I did not authorize. Furthermore, the dates of these services were between July 30 and August 20. Most of that time period was after the account was paid up and current. It was bad enough that we lost a dear loved one, but now we have to deal with this. I acted promptly and honorably in every situation with his estate. This company appears to want to take advantage of our loss.

Desired Settlement: A full refund of the $1095.

Consumer 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 response does not address the issues of my complaint.  At no time were the payments 90 days late or in a forclosure process.  Many of the functions described in the datail were performed after August 3, 2015 when the account was made current.  Also, the claim that they eliminated the 52.95 service charge without authorization on the account is a bold face lie.  They don't allow you to do anything material with the account until they have the documentation.  Furthermore, I have not even received the refund of $52.95 for the late charges.  This company continues to try to justify entering my brother's property without authorization, billing our family for them protecting "their interest" and outright lying about authorization while having absolutely no regard for the family of a lost love one.  You could call this business's behavior sociopathic.  I dealt with the power company, Cell phone company,  insurance companies, water softener rental, and health care companies.  Every one of them were sympathetic and I had no problems with.  M & T Mortgage was playing a game of "seeing how much they could take advantage of our misfortune."  I gave them my cell phone number the first time I called.  They didn't even bother contacting me once about any of these matters.  They even admitted that they remove the late fees on August 3, then they recharged them in closing.  That is pure evidence of scandalous behavior.  What's worse, I haven't even received that payment that they promised.  They have my address in St. Cloud.  It is written on both complaints that I have filed.  I will not let M & T Mortgage get away with cheating my family and my mission is to make sure they don't do this to any one else that has lost a loved one.  Regards, ******** ********




11/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First, I am an elderly woman who has been stressed and filled with anxiety due to this company. My mortgage payment is set for automatic debit, and the bank has more than sufficient funds, and we keep getting harassing phone calls and collection letters even though we have set up automatic drafts & re-set them up a few times because they keep claiming we have not paid. Even if I have a confirmation number that a payment has been received - when I call to resolve and prove a payment was debited, I still receive harassing collection calls. One person had the nerve to ask me if I still live in my home because allegedly they could not reach me, but I am home all the time, now that I am retired. They also tried to charge late fees, until I called and complained each time and showed proof of payment. It's a scam & they are taking advantage to collect unnecessary fees. How do they have an A- rating on BBB??!! It makes me doubt the substance and point of having BBB because all of the reviews are 100% negative and match some of my same problems and complaints. Also, I have tried submitting a contact form through their website -- after filling it all out a couple of times, the submit button takes me to a "page not found" error message. Also, I requested a call on the website, another error. Oh, and I tried to set up a login account through the site to better monitor all payments and to make sure everything matches my bank statement, and the site gives me an error and tells me that I can't do it. Everything I try to do to prevent the same billing errors has not worked. This has been a never-ending struggle, and I don't know how not to stress out each month when I am paying dutifully and they are taking advantage of me. Please help me!

Desired Settlement: 1) No collection calls or letters from the business to me (especially because my payments are automatically debited each month, and the funds are available as confirmed by my bank each time). 2) Formal investigation against this company's unlawful billing practices and unjustified customer harassment. 3) A clear, and full accounting of all payments ever registered from me to the company and any late fees or charges from them.

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.

10/30/2015 Billing/Collection Issues
10/24/2015 Problems with Product/Service
10/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Starting on 10/02/2015 I began having problems with a ****** transaction. I had placed an order through a website and was charged an additional 3 times due to a problem with the site. Therefore, the extra money they were taking out of my ****** account started to come out of my bank account which did not have enough money in it. I realized that the bank account was negative almost immediately and deposited $8 to cover it, so as to not incur an insufficient funds fee. As soon as I made the deposit, I checked the bank account online and was relieved to see that the deposit went through and I was now positive. The next day I received an e-mail that I had an insufficient funds fee. This was obviously an issue because I do not currently have the money to cover this until ****** refunds me for their error. I have been in contact with ****** as well as the website that I placed the order with, and currently have an open case with ****** through the BBB. I explained this predicament to M&T several times, but they refuse to take off the fee. The most recent contact I had was today when I called and asked if they would please put a hold on my account so that no more fees would come out until the ****** case is settled. I was told that there is no way they can do this, and that I will keep being charged fees every so often as long as the account is negative. How can I pay off my balance when all of my money is in limbo, taken by ******? There is nothing I can do about that, but wait. So I am being punished for something I have absolutely no control over. As soon as this situation is fixed, I am going to close my account and go elsewhere. But in the meantime, adding more fees is not going to help anything because I simply cannot pay it.

Desired Settlement: I want the insufficient funds fee ($38.50) taken off of my account. If nothing else I want my account to be frozen so that no more fees will be taken off until ****** gives me my money 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.


10/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or around 2007, I opened a free checking account with Manufacturers and Traders Trust Company, in speaking to a vice president of a small branch, he also signed me up for a free interest bearing savings at that time. I never put much in it because I had another savings that I did an auto deduct from my paycheck and paid a slightly higher yield. I began using the MT savings more when I lost my job and had to rent my house, at which time I put money in the account that was given to me as a security deposit. In July of 2014, due to my job loss and lack of income, my boyfriend added his name to my checking account in order to keep the account open and for me to have some sort of checking account, HIS NAME was the only change, not the type of accounts, checking and savings, the account #s are the same as before. I didnt use the account much and In October of 2014, I noticed withdrawals coming out of the savings associated with the free checking which had never happened previous to my adding My boyfriends name to the checking account. So why if all they did was add his name to my free checking would they change my savings account (I have my old statements with no fees) from a no fee account to one with fees and why would I ever agree to that when I had a small savings at ****? I told them on the phone at that time to stop the charges immediately this was a free savings account and I never agreed to this. They told me I had to come in, which I did and this was supposed to be cleared up. It was not and the deductions continued, I called again, this time I had been injured and could not come into the bank and my boyfriend tried to inquire about it but he doesnt handle the account so I had to wait. I eventually brought him into the bank with me and spoke to a manager who refused to change the account back the my original type of account, informing me that this account would be credited the fees and to keep a balance of 500.00 which I had. Why during any of my previous calls or visits had NO ONE told me this about my account..that it needed to have a 500.00 balance. I would have closed the account immediately, with the exception of the rent deposit money, Im not working, so I dont have excess money for savings. Specifically she had the opportunity to do and DID NOT ADVISE is that the next day, they were going to offset my boyfriends solo overdrawn account (which was mostly fees-every couple of days- his boss could not pay him) with my savings account, which wasn't even my money. So as far as I am concerned, the bank was very sneaky and not forthcoming in their handling of the savings account and its fees on more than one occasion, and when the bank manager had the opportunity to discuss with me fees and the overdraft account, she neglected to tell me about something called an "offset" which could occur on my account. Which again, is sneaky and as far as I am concerned, unethical. The bank is there to protect your money, not steal it. Most banks are like this and its difficult to find a good bank. But as mad as I have been at other banks I can say I had some hand in whatever happened. But not this, they took money from my account for over a year without my consent. I repeatedly asked them to stop. They refused, crediting the account once (22.50) in June of 2015. But then taking 501.00 the next day for a debt I did not owe and money that wasnt even mine, which I had a discussion with the manager about when at the bank while with my boyfriend. I explained this money was rental escrow and they had to stop removing funds from this account. But the way they did it was ridiculous as well, they waited on his account adding fees until he had exactly what I had in my savings and then zero balanced his account with my money. Then charged my savings again another 7.50 after I told them to stop it. I feel that M&T has been both unfair in its practices and VERY misleading in the handling of both my accounts ending in 4566 and 0330. The account ending in 8148 is not my account and was discussed with the manager when we were in the bank, she had to opportunity to make notes on what we had advised. Instead she negated to advise us of anything or advise us properly on any of the accounts, instead setting us up, literally for the bank to steal my rental escrow, which is why I was speaking to her in the first place, asking that" the bank NOT deduct any further funds from this account ending in 0330 "and she did a $22.50 credit for.

Desired Settlement: Please refund the additional 60.00 in fees taken from the savings that were not refunded and never should have been taken out. Please also review the savings account and replace the 501.00 to that account, it is a separate entity from Mr *******. the money in that account belongs to ***** *****, my tenant at **** ******** ****. I rented my home so I didnt lose it. I am asking as a longtime bank holder that you return this money and straiten this out with Jeff *******, who closed his account.

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.
Ms *******: In your letter, which I have referenced elsewhere, you note there were NO changes made to the account except the name change.  Why then was a service charge only charged to that account after Mr *******s name was added.  Also it has been found that if a bank is aware of the status of the account and the financial situation of the person involved a financial reversal can be done, which I will pursue through the courts if necessary, they put my in dire financial straits and the funds belonged to neither Jeff nor myself, of which I have documented proof.  I have filed a claim through the federal reserve and spoken with an attorney and while you have right to offset, this is an unusual situation and I am confident  a judge will not rule in your favor, particularly under the circumstances and the unethical way the bank handled this.  The law is the law..but there is such a thing as case law or common law, even in federal courts...which change the laws or add addendums to them.  Which on principle I am prepared to do..both with the account fees that you owe me since the savings account NEVER had a service fee removed until the month following the addition of ***** name and I have documented proof which I submitted to you and now totals 82.50 because you took back the 22.50 the bank manager refunded.   Then took my escrow savings from a joint account suspiciously waiting to close Mr *******s account until his fees reached the amount in my account.  Your manager had the opportunity to advise Jeff to pay his account or else I could lose my escrow and was aware of the situation, and did nothing.  Which is both unethical and borderlines on misappropriation of funds/ possible fraud.  But this is for a judge to decide. In addition regarding the bank fees, I contacted the bank 3 times and not one person told me at any time that account needed to have a balance.  Not one, I would have closed the account and moved my funds elsewhere. It was an unfair banking practice, charging fees without my knowledge or consent and against our original agreement and *remember you stated the account never changed*, if so, you really need to review my prior savings bank statements, which I have publicly requested year end statements for 2012, 2011, 2010, 2009 and 2008.  Your bank is blocking me from obtaining my statements.  Please forward those to me as soon as possible since I am no longer able to obtain them. My request remains the same, forward 82.50 for bank fees taken from account ending in 0330 in error, and 501.00 for an offset based on the information I have given you to date.  Regards,  ****** ****




10/8/2015 Billing/Collection Issues
10/6/2015 Billing/Collection Issues
10/2/2015 Problems with Product/Service
9/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/4/2015, I requested a mortgage release be sent to me for mortgage loan from M&T Bank. M&T bank requested that I FAX a letter requesting the release to them which I did on 8/4/2015. M&T Bank said that it would take 5 to 10 days for me to receive the release. This mortgage was paid off through On-bank, which M&T now owns, in December of 2001. I have been waiting since 8/4/2015 for this document to be sent to me. I need to file it with Chenango County, NY so the lean can be released. I have and ****** Federal Credit Union where I am applying for home equity loan, has called M&T Bank several times over the last month to get this document. Each time we are told 5 to 10 days with no document arriving. They are always very apologetic and tell me the the release will be expedited, but no mortgage release is ever sent. When I do call they often tell me that no one has worked on the mortgage release, but will get someone on it right away.

Desired Settlement: Mortgage release sent to me so that I may file it with Chenango County, NY.

9/22/2015 Problems with Product/Service
9/18/2015 Problems with Product/Service
9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our firm was hired by a widow to collect an asset from M&T Bank ("M&T")which was owned by her late husband. The widow's records indicated that the value of the asset was $32k. It was also assumed that the asset was owned by a trust that was no longer in existence. correspondence was mailed to M&T requesting a copy of their Adoption Agreement which would state the default beneficiary. We then received correspondence from M&T that they had no record of the account. We replied and provided the supporting documentation that the account is, in fact active. In that correspondence we provided the statement in our possession that list the value at $32k. We then received correspondence from M&T forwarding a document to be executed by the widow. We responded informing M&T that the trust was revoked and requesting a copy of their Adoption Agreement for a second time. We received a reply from M&T that the estate of the decedent is the contingent beneficiary and enclosed was a document to be completed by the administer of the estate. Due to this information, the widow engaged our firm and we opened an estate administration. We sent further communication to M&T requesting for the third time a copy of the Adoption Agreement to confirm the need to open an estate administration and have the widow incur such expense. We received a response which stated that M&T was enclosing the requested documents for our review. However, the documents were omitted from that mailing. We opened the estate, completed the required forms for M&T to process the claim. Two weeks later the widow received a letter that the asset was transferred into anther IRA. This was puzzling when the estate was the beneficiary. The widow should have received a check payable to the estate. In addition, the value of the asset listed in the correspondence was less than $7,000.00. At no time did M&T inform us or the widow of the decrease in value from what we provided. Therefore, the asset was only worth enough to cover the expense of the administration.

Desired Settlement: Our firm would like this resolved by payment from M&T Bank to the widow of $5,000.00.

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: We have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve our complaint.  The attachments provided by M&T Bank did not provide the answer, whether the default beneficiary was spouse or estate, which could have been conclusive and avoid the need for probate. Their representative erroneously claimed it had to be the estate under the law and refused us access to their legal department to clarify that error and understand the basis of their position. Their responses were non-responsive require further repeated inquiry on behalf of our client. Due to the above, we opened an estate administration and our client incurred expenses greater than the value of the asset held with M&T. M&T neglected to provide a response to our proposed resolve to this matter. Regards, ****** ** ****** * ****** ** ******* **** ****** * ***** ***

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,**** ****** * ****** *******




9/12/2015 Billing/Collection Issues
9/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern, On 22 August 2015, I was notified by mail that checking account was overdrawn in the amount of -$26.11. No debits have been made on the account since November of 2014 when the balance was $ 279.00. The balance was depleted by the unauthorized drafting of checking account fees by M&T on a "free checking account." When this account was opened, it was under the agreement that it was a premium account with NO / NO fees. In December of 2014, that agreement was broken and M&T began drafting fees from this checking account without authorization. M&T has refused to return the funds which it drafted without authorization and in direct breach of the agreement made when the account was opened. Your assistance in recovering the $279.00 taking without my permission and notification would be greatly appreciated.

Desired Settlement: Your assistance in recovering the $279.00 taking without my permission and notification would be greatly appreciated.

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 ********.  However, the current response does not reflect that due notice was not received by the customer.  M&T bank has states that it sent out notice, but it  has failed to provide evidence that such notice was received at **** ********** ******* ************ *******.  A certified letter with a confirmed receipt could have negated the unauthorized debits of the account and would have demonstrated sincere intent to notify the customer of the changes.   It was and still remains the institution's responsibility to ensure that customers are notified of changes to terms and conditions.  The return of the funds which were taken without authorization is an acceptable resolution.  Thank you for your assistance.  Regards, Mr. ***** * ******  ** 





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

Complaint: M&T bank withdraw money out of my account for 228.40 for a cell phone bill that I had a deput with and told me that they sad I old them the money that's why they took it.This was 5/6months ago. I thought it was over AT&T say they know nothing about this.

Desired Settlement: My money back 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.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Every time I seek a refinance on my Mortgage with M & T, they commit to a rate over the phone after taking down all the required information and confirm verbally it is locked in at that rate. Then they mail the forms to us to sign and the rate is always higher every single occurrence. It is my belief that this is their standard procedure and this would seem to violate banking laws or at the very least, business standards.

Desired Settlement: They should live up to the interest rate they guarantee on the phone after gathering all the information.

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.


9/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a 28 apt building, that is under a sale contract, roof needed be replaced, I filed a claim to insurance which was resolved properly, we still have a mortgage with M&T bank, insurance co. sent us the check, payable to my wife's name and , a private adjuster we used, so we and the adjuster endorsed check and then we sent check to M&T bank, along with a package of forms that the bank wanted my roof contractor to sign, WE REQUESTED IN WRITING (PER M&T BANK INSTRUCTIONS) to have the first draw and subsequent checks to be issued to my wife alone (she is the borrower in the mortgage), so we can take care of the contractor payments, and also requested to send check to private adjuster separately, after numerous time trying to see if our request has been satisfied, by calling the bank, every time we going to the cumbersome calls, they put us on hold and suddenly or purposely calls got disconnected, and whenever we talk to a bank representative, we always have a different explanation that checks are gonna be issued to all 3 on the check (adjuster, contractor and my wife), then other said that the request letter that my wife sent in under review, and bunch of bla. bla bla, We had a different claim last year and the same bank didn't have a problem to issue the check to my wife's name. and now they have a different excuses, it's a horrible service, finally they say are gonna send us the check for repairs WITH ALL 3 NAMES ON THE CHECK , we didn't want to delay the process any longer although , we still have to get adjuster's signature and contractor's .signatures (it's a delay but at least out of the bank's hands)

Desired Settlement: the desired outcome would have been to send us the money for the roof repairs payable to my wife's name in a prompt manner, we even sent a prepaid overnight envelope tho expedite the process but all these 2 weeks have been wasted

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 explanation from the bank appears to be very professional, however the treatment and response over the phone was totally, different,  first if they review a previous claim filed previously (a year earlier), claim was over $20,000 and we  didn't have a problem to have the check payable to ****** ********** with no other name in the check, secondly, when we first talked  about getting a check  the same way for this claim, we were told to have the request in writing and we did, we explained the situation about not having this problem with a previous claim however we complied with the request letter, and by the way that was after 2 or 3 calls that after putting us on hold THE CALL WAS disconnected,  WHY WE WERE TOLD TO MAKE A REQUEST LETTER (we were told that with the letter we were going to have the check as requested)  to find out later after more calls that the bank was going to make check payable to 3 persons, wasting our time after all, this took us 3 weeks for this process that is putting the sale of this property (property is under sales contract) in jeopardy of not able to close   the sale, a very rude unprofessional and  total different arguments and explanations from one bank representative to another. Regards,  ****** **********




8/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I acquired a loan from M& T Bank for a used vehicle. However, before I took delivery of the vehicle the dealership appeared to be a little shady. I contacted M&T Bank directly to inform them of my need to cancel the sale due to the dealership's failure to disclose the history of the vehicle prior to sale, vehicle has problems, and a fraudelent bank fee that I later found out M&T Bank didn't charge me but it was included in the loan. M&T Bank informed me that they couldn't cancel the deal on their end and it had to be canceled on the dealership end. I feel like I was forced in a loan where fraud was evidently committed and the bank didn't assist me. ,

Desired Settlement: Cancellation of the loan or adjustment of the $2500 of the fraudulent 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.
Ms. ******* This dealership falsified my information on this credit application.  **** ****** ****** defrauded me the consumer and M&T Bank during the vehicle financing process. **** ****** ****** took advantage of me, as well as  your financial institution. Since, discovering this new information, how is M&T Bank going to hold this dealership accountable for their actions so that no other consumer doesn't have to endure what I did.  I signed a handwritten application with my correct information on it and **** ****** ****** sent you a typed contract with bogus information on it. Why would I give the bank my wrong phone, wrong employer's number, and wrong salary?  The dealership is currently under investigation by the State of New Jersey. They have a history of illegal dealings, they were sued in 2010 for violating consumer protection laws and opened up under a new name. 

The dealership failed to inform me that the car that had been severely damaged (which devalue the market value of the vehicle) and currently still have problems.  They informed me that M&T Bank charged me $1500 bank fee which was false (M&T Bank is in fact financing this bogus charge).   M&T Bank should be held equally responsible for the damage that has been done.  I immediately called the bank to inform them of the actions of this shady dealership before the money was release and before I had possession of the vehicle and didn't receive any assistance from M&T Bank. I would really appreciate a direct dialogue with Ms. *******.  She can contact me via email.  My email address is *****************  Regards,   aiesha Barber

 




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 offer eliminated details of the return of my down payment and car payments.  We are still in negotiations.  Yesterday, August 17, I was to recieve a call from Mr. Mariani regarding the above but I haven't recieve a call.  I am hopeful we will be resolving this complaint real soon.  Regards,  ******* ******




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, ******* ******




8/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account at M&T bank was closed several months ago. I didn't notice their action and the remaining balance check was mailed to my previous address. I requested another check but was asked to mail the proof of my address and ID cards. I faxed and mailed but still was not able to receive the check. I am complaining here to REQUEST them to mail me my check.

Desired Settlement: Please mail my remaining balance check to my current address: *** *** ***** ** **** ** *** **** ********* ** ***** ******** ************

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.


8/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our loan was transferred to M & T Bank (on or around May 26/2015) though we were in the middle of refinancing our loan. Since May they have called my home no less than 3 times due to an under payment 85.00; which we were unaware of since their initial letter to us did not indicate the new mortgage payment. When they called us the FIRST time, I tried to pay it over the phone, it would be an additional $17.00, they offered an automated solution for $15.00. They assured me I could pay it online; I could not so I mailed them a paper check. They called me at least 2 more times; the final time the caller admitted it was a mistake and we have already made the needed adjustments. They have warned us; though it felt like a threat, that we could turned over to a collections agency. Their customer service practices are very poor, as their customers we felt like all the energy we have exerted to maintain a good credit rating was irrelevant to them. They DO NOT show respect to their customers and I did not appreciate the sense of being harassed by my mortgage company. I spoke with the man on the phone and expressed my dislike in the way in which I was (am) being treated by them.

Desired Settlement: I would like an official/formal apology letter; they do not treat their customers well.

Consumer Response: I would like to further clarification from M & T Bank about their policies and I would like to discuss with customer service how to improve our working relationship.

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.

8/26/2015 Problems with Product/Service | Read Complaint Details
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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 | Read Complaint Details
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Additional Notes

Complaint: Why are your customer service representatives so rude and unprofessional. Ms. ***** is never consistent on the information she provides and always blame the customer for not following through. She speaks in a very nonprofessional manner with "yeah" and always coughing during the useless conversations.

Consumer Response: Because someone is behind on payment that does not give you the ***** to be little humiliate or degrade them in any form.    Speaking to someone as though they are incapable of comprehending you is rude, especially when you are receiving inconsistent information. Those are my desired resolutions from M&T bank.  

Consumer Response: I need them to address their rude representatives, people should not treat others with such lack of respect 

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.

8/22/2015 Problems with Product/Service
8/20/2015 Problems with Product/Service | Read Complaint Details
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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 | Read Complaint Details
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Additional Notes

Complaint: Our home loan was sold to M&T Bank a few years ago. On a recent home insurance claim through ****, the insurance company sent a check to be endorsed by my wife and I along with M&T Bank for repairs to be made on our home in Moore, Oklahoma. M&T Bank has demanded that my wife and I endorse the insurance check totaling over $20K to M&T Bank and they will deposit the proceeds into an account they control. They also demand that we send the contract for repair, adjusters worksheet, and sign additional terms and conditions beyond those signed with the original holder of our mortgage. They also have asked for the contractor to sign a waiver of lien and IRS W-9. Some items required are not a big deal. But I have a problem with the terms and conditions that only benefit the bank as a condition of disbursing insurance proceeds and being at the mercy of M&T Bank releasing our insurance funds in a timely fashion and without fees and hidden expenses being deducted from the insurance proceeds. M&T Bank wasn't paying for the homeowners insurance policy, but now demand control of the funds and disbursement schedule. The conditions and terms they want us to sign include undefined fees and expenses, etc that may be deducted from the insurance proceeds. They also state an inspection must be scheduled with M&T before release of final funds, but fails to mention who pays for the inspection, this perhaps one of the expenses to be deducted from the insurance proceeds. This seems like a high risk scenario where we as the homeowner are on the hook for paying the contractor, but completely at the mercy of the mortgage company being timely with payments, inspection and accepting paperwork. M&T Bank has not been timely with responding to my request to opt of of the expedited claim process and request for full endorsement of the insurance check as they had instructed. It was faxed on 16 JUN and was to responded to no later than 5 days. My wife called today and M&T Bank didn't have an answer to the request and the M&T customer rep stated that we would need to endorse the check and sign all the paperwork and send to them. The M&T rep also stated that we were probably late on our mortgage payments which is why conditions were being applied. We have never been late on our mortgage payments and usually pay a minimum of two weeks before due. That represents poor customer service to make an unsubstantiated and offensive claim. M&T Bank is deliberately holding up the storm repairs to our home to force us to give up control of our insurance funds. This is not a normal business practice according to several other people who are having insurance work done to their home.

Desired Settlement: Full endorsement and return of the insurance check to us without having to sign new unfavorable terms and conditions as a precondition of endorsement and M&T depositing insurance proceeds.

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 still view this entire process as extremely high risk for myself as a homeowner as I may potentially have a lien filed against my property if insurance funds are not released in a timely fashion by M&T Bank after completion of work. A contractor has a limited window of time in order to file a lien on a property after completion of work in Oklahoma and not receiving payment in full. I still feel that I, as a homeowner, am at the mercy of M&T Bank scheduling the inspection and releasing the funds in a timely fashion before a lien or court action could potentially be filed by the Contractor against me as I will be the person signing the contract for work with the Contractor. The follow-through with M&T Bank has been non-existent thus far and I have received conflicting and obviously inaccurate information every time I call. I had requested a copy of the denial of my request for exemption from the express monitoring;  I have yet to receive the requested letter. I have been told that M&T Bank would deduct the inspection fee from insurance proceeds several times, but I have also been told that I wouldn't be responsible for paying the inspection fee. A rep also stated they would fax a statement to my wife stating that they would waive the inspection fee. That of course didn't happen. All M&T Bank customer service reps state they are right and the other M&T Bank reps my wife and I talk to are wrong and giving us bad information.
Further, I do not agree to the Current Account Statement Terms and Conditions as I view this as an addendum to the original mortgage document and these new terms and conditions offer no further consideration other than access to insurance proceeds to pay the Contractor. Signing this document modifying the original terms of the contract (mortgage) and granting additional rights to the lien holder to tap insurance proceeds for undefined fees and expenses without any consideration as a precondition to releasing insurance proceeds is not in my best interest to sign and acknowledge. Though I am not behind in my mortgage, nor have I been behind in mortgage payments, there is too much open ended language involved: one specific example is "including cost fees or any expenses associated with our account". M&T Bank does not clearly articulate what the cost fees or expenses are. The document also states that remaining funds will be paid to the outstanding principle balance of the mortgage. Then states in the next sentence that once the loan is brought current and all fees and expenses are paid, any remaining proceeds will be returned promptly to the mortgagor(s).  The only way these remaining funds could be paid to the mortgagor is if the mortgage were paid off. The language in the sentence states outstanding principle balance meaning any balance of the mortgage and not the past due or principle payment balance. This is contradictory language unless the mortgage is paid off.  Regards,  **** ******** 






8/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My debit card was stolen from a restaurant/bar in my town and was used at places around my area for almost $600. This included over drafting my account. I filed a claim with M & T and after two weeks they returned the money to my account. I received a letter on 7/27 advising the claim was denied and they will be taking the money back out on 7/30. I called and spoke with three different customer service reps who advised there's no way to contact the fraud department and the reasoning for the denial is due to the fact that suspects don't usually steal cards and use them to purchase gas and car washes and children's clothing. Which is what my card was used for. They also stated that the signatures from their purchases and my signature look similar. Yet no camera footage was requested. My car was stolen from a bar area in Buffalo that is primarily younger aged people. Of course they're going to use my card at local places that I have used it at. There is only two ****** in my area. Also the card was used twice at three of the places which should be an indication of an unusual spending habit. That tells me that the suspects were trying to make smaller purchases due to the possibility of the card being stolen. One of the charges was from *** ******* for 3 dollars which over drafted my account. Why would I overdraft my account for 3 dollars. Things like this were not taking into consideration or even asked. I asked multiple reps if filling a police report was necessary and was advised it would not help the situation and is not needed. Why would you tell someone a police report is not needed? I asked my options and asked to speak to higher ups and was told each time "they're just going to tell you what I said". I have been a customer for years with them and you can look at my account and see I've never done anything like this and do not over draft my account on a regular basis. They sent a letter stating the department is open 6am to 9pm and when I called they told me no one is in that department past 430 and you cannot speak to them directly regardless.

Desired Settlement: I would like a call from someone who is in charge of this type of investigation and have them provide me with specifics as to how they can deny the claim other than going off of where the purchases were made. I cannot control where the suspects chose to spend my money. Why should I stop using my self and hard earned money at places that they went to because it might look suspicious. That never crossed my mind. I spend my money at the same places all the time that are common to almost everyone that lives in my area. There are six or so charges at places that I am positive have surveillance cameras that should be obtained. I am a single mother of twins and work hard for my income. I am highly educated with two college degrees and have worked for multiple corporate companies and know that issues like this are seen by the 1000's daily. I understand certain guidelines are in place but clearly these guidelines are not working. I posted to a social network and received feedback from 25 people who have been through the same situation that was just so easily dismissed by M &T. I know the answer is to switch banks but that also takes time and is an inconvenience as I have multiple direct auto pays that come out of my bank account. To take out $600 from my account on a three days notice is fraud. The bank states they protect me on fraudulent situations and now you're taking money from my account that I worked for. I work an entire week for $600. I am not in a situation where I have back up funds. I pay student loans, rent, a car payment, and daycare for three year old twins. Taking this money means either my rent will not be paid or my children will not be fed. This is something that is affecting not only my bank account but my entire life. I've had to spend two days on the phone and upset taking with reps who basically just show enough care to pass a quality teams scoring of them on their employers side.

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.

8/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Very upset that i received at $38.50 nsf non sufficent fund fee for being -.21 overdrawn. This is ridiculous! I had money in my other checking acct with M&T that they could of pulled from.

Desired Settlement: refund of 38.50

Business Response: The business has responded to this complaint but asked 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,
*******  ******



8/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** Homeowner ID: ******* I am contacting your office in the hopes that you can help me get to the bottom of a problem I seem to be experiencing with my mortgage bank. In October of 2014 I had applied to the **** **** **** ********** ****** program for mortgage assistance, and was approved for a $14,000 pay down on my principle. This payment was sent to M&T Bank on December 19, 2014. Since then although it has been a struggle, and I have fallen behind on more than one occasion, I have always been able to catch up and try to remain current on my payments. On July 23 of this year, I contacted M&T bank to make the two payments that I was behind on and to bring me current once again, when I was informed that I was not 2 months but 4 behind. After checking my bank account and confirming that the payments had been made, and that I could not be 4 months behind I was told by a Mrs. Judy S**** that the ***** ** ********** had contacted M&T bank and requested the KYHC payment be refunded. With this information I contacted KYHC and explained to them what I had just been told by M&T bank, but was informed by their representative KYHC would never request the funds be returned and that once the payment had been made they would not take it back nor did they have any record of this payment being refunded. I then contacted M&T bank and spoke with Michelle, whom is supposedly in charge of our account and told her of my conversation with KYHC. Finally, after about ten minutes I was informed that ********** had not requested, but that M&T had contacted a Mrs. ****** ***** in ********** and arranged the repayment which was made on June 16 without my knowledge or consent. I was also informed that I had been sent a contract by M&T bank, three times which I had needed to sign and return, none of which I ever received. And why should I have to sign another contract with the bank? I would like to know why M&T bank held on o this payment for 6 months before they initiated its return and to where this payment has gone. It is obvious to me that this was a blatant attempt on M&T bank’s part to force a foreclosure. As a 20 year veteran of the US Air Force, that has been unemployed for over two and a half years largely due to the lack of employment opportunities in this area I am becoming quite frustrated. I am also not looking forward to the prospect of joining the ranks of the 90,000 veterans that are homeless or will become homeless in the next 6 months. I have tried to have my conventional mortgage rate (which has been raised twice) of 6.875% reduced by attempting to work with the bank, only to be given the runaround, and finally receive a loan modification offer, which reduced the amount paid towards the principle, and extended the life of the loan by an additional 3 years. I have also attempted to have the ** help me with my current troubles, but they do not return my calls. I would really appreciate this payment being located and returned to M&T Bank. Thank you Sincerely, ****** * ******, TSgt USAF (Ret)

Desired Settlement: The payment located and returned to my account

Business Response: The business has responded to this complaint but asked that their response not be published.

8/14/2015 Problems with Product/Service | Read Complaint Details
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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 | Read Complaint Details
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Additional Notes

Complaint: We are less than 1 month behind on our mortgage and this co. Has constantly been threatening us w foreclosure over late payments even tho they haven't gone passed 2 months. They call harrasingly constantly.

Desired Settlement: Please call mtg co and me re: rights.

Business Response:

Dear Mr. ****
This correspondence is to acknowledge the receipt of your recent inquiry which was submitted to the Better Business Bureau ("BBB"), and subsequently forwarded to M&T Bank ("M&T') for review and reply. M&T takes our customers' privacy very seriously, and we are obligated to protect account information. For this reason, we are unable to discuss any of the above with anyone that is not authorized on the account. As of the date of this letter, we do not show you as an authorized party. We apologize for the inconvenience this may cause you. If you would like to speak in more detail regarding this account please provide a copy of an authorization form signed and dated by the account holder. Please clearly mark this document as a third-party authorization with the customer's loan number and last name and fax to **************. We thank you for the opportunity to serve you. Sincerely,
Cindy H****
CAM Escalations Analyst
cc: BBB

8/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

*** ***** * ***** **** ****** ********
I am writing you to ask for your assistance on elder abuse:
Facts:
5/28/2012 I Signed up for Power Of Attorney for my sister as we were feeling we needed extra protection at M & T Bank. At this time we discussed with *** ********, Branch Manager both LOC and Reverse Mortgages. Did not borrow anything decided when she needed money we would go for the LOC 1st as there was no mortgage on the house.  6/8/2012 We were advised that she was approved for a LOC of $50,000. Dec 2013 ***** **** (NO longer with bank) of M&T bank came to her house and signed her up for a reverse mortgage. Settlement date 12/26/2013. She trusted them, and was told she wouldn't have to pay anything back like she would with a LOC. She was told to take some money out to start it. She did $3,000. And now owes over $13,000. They didn't explain to her that settlement would be $6,500 and $1,000 PMI insurance per year. I have not been able to locate all the other fees. They did not inquire about what other funds she had at the time. She probably had several years before she would have had to go to a reverse mortgage.

12/31/2013 M & T Transferred Case No *************** to ***** ********* of ******* LLC ********** **** * **** *** ***** ** *****      2/2014 ***** had open heart surgery and is still recovering and needs assistance.
4/13/15 I discovered she had a reverse mortgage when applying for a property tax rebate.   5/1/2015 Went to M&T bank they gave us Jane H********* info and said they couldn't help us at their bank.
5/1/2015 Called Jane H********* of M&T bank-left message no return call. ************ ***** ********) Left message requesting all back up on loan and origination papers and all charges.
5/1/2015 (Cynthia) ************ RMS ***** Called requesting copy of loan documents, closing costs and origination papers and all charges and statements. She said she would send us everything. We never received.
5/3/2015 Wrote letter to RMS in **** ****** ****** ***** **** ********** ** ***** requesting information and help on solving problem.
5/5/2015 Called Jane H********* and left message for her to contact ****** (*****'s daughter) who now lives with her. (***** would be there to talk to also)
5/8/2015 Called M & T bank spoke to *** ******** ************ and complained that I didn't understand how he could do this. He knew we didn't want a reverse mortgage at this time. I accused him of elder abuse. He insists that he did nothing wrong by suggesting that ***** get a reverse mortgage. But he didn't know what she had as other liquid assets.
5/15 ****** took a copy of the Power of Attorney to M&T Bank so that someone would talk to me.
6/2/2015 Called Jane H*********, left detail message of the problem, requesting backup and having this transferred to a LOC.


















Desired Settlement: I'm not sure what can be done, but this is certainly morally unacceptable, all we want is the LOC
and not the reverse mortgage.  Will you help 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: M&T Bank Reverse Mortgage instead of LOC for ***** ***** In reply to M&T letter dated July 29, 2015, I am confused. This letter states that they will reinstate a LOC to pay off the reverse mortgage. This does mean she is stuck with all
the costs of the reverse mortgage. However, as stated originally when inquiring about these products. It is quite possible  that a Reverse Mortgage will be required in the future when *****'s assets are depleted. In that case she would have all these costs again.  I am inquiring as what other options can be availed to her. Can we have the reverse  mortgage charges removed, so she just has the open LOC? Can we have a promise in  writing that when she needs a reverse mortgage, it will be done without any costs. If this is possible, we would want to be assured that if the bank was sold, it would still be valid. Please review and advise on other options the bank is willing to take to correct this costly
mistake.  Hoping you will consider something better,   ****** * ***** ***   ***** * *****

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.  We are currently talking to M&T bank and may be near a resolution, however we are still in negotiation states.  Regards, ***** *****




8/6/2015 Billing/Collection Issues | Read Complaint Details
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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 | Read Complaint Details
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Additional Notes

Complaint: i recived a call from a colections agent on behalf of m&t bank, who informed me that i owed money on a closed account. i informed her that the account was closed for three years and that i would be contacting m&t, two weeks later i have yet to hear back from m&t and the collections agents keep calling

Desired Settlement: i just want this to go away, i closed the account and made sure it was closed there should be no more fees or charges that they want to put on

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.


8/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: M & T bank is treating my deposit (check from ********* ****) as an out of state check. The Supervisor over the phone told me that because this is a new acct all deposits clear after 5 days. This was not disclosed to me when I opened my three bank ( Checking's *******, ****, Saving's ******) accounts on 6/16/15. Rep said I should of been given that on paper in my new banking paperwork, I told her no, that was not given to me and I still have that paperwork too. The branch rep that helped me open my account's said 1 day for local deposits to clear and 3-5 for non local deposits to clear. I was never told about m & t's 30 day new acct's policies.

Desired Settlement: I want my check to clear asa, ********* **** is a local bank here, and all the fees returned into my 3 account. I have money I cannot touch right now and m & t thinks its fair to keep charging me NSF's. A single mom with 4 children depends on every cent. This is so wrong.

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.

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 will be closing my account as soon as the 6 month mark from the opening date of these accounts and going back to ***** ******* ****. Thanks *******.

Regards,

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




7/30/2015 Billing/Collection Issues | Read Complaint Details
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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,***** **********




Consumer Response:

I requested the above to close my checking account on 09/02/2015 via letter. I requested the account be closed due to astronomical fees which were not explained. I haven't heard anything from bank until I received statement for Aug-Sept 2015 in which I was charged an unexplained fee of 6.95 putting my account (which I requested be closed) in the negative (6.56). They are trying to be able to charge me additional fees for having a closed account with a negative balance. There is no justification for this 6.95 charge

Please remove 6.95 fee and close account

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently ordered a new card with the new required chip for all credit/debit cards. Everything worked out fine and I received my card and activated it. Was able to charge things without an issue for a little over a week. Recently a bill for cell phone service was attempted for payment. The card was declined. At first I thought this was due to the new card's expiration date and CVC number as I had not updated it. After I updated it, it still was showing as declined siting the bank/financial institution. After attempting to remedy the situation with the provider I was directed to call the bank to find out what was going on. I then did this, and was told my card had been closed. There was no indication of why it was closed. The service rep who was very nice, let me know that she would have to issue out a whole new card. Even though this is an inconvenience because I now have to update everything with a new number, the issue is in order to get the card to me, a card I need for everyday purchases, I could either wait 3-5 business days or get it expedited. In order for the expedition to take place a fee of 25 dollars would be assessed. After asking if the fee could be waived, I was told it could not. So in order for me to get a new card on my account in a timely fashion I have to pay 25 dollars for something I did not do, is unacceptable. I should not be charged a fee for a new card to be rushed to me when I have done nothing wrong with my account and no one can explain why my card was closed by MandT. I have been an MandT customer for a long time, and recently things like this have been making me ponder if I should continue to do business with them.

Desired Settlement: Refund my fee that was charged to rush me a new card since my old card was closed with no explanation, warning and fault of my own. Also explain to me why my card was closed since there seems to be now explanation only error codes in the system stating that.

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.

7/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $710 over a few days in insufficient funds fees. Due to a mistake. my account fell into the negative. I was charged insufficient funds fees which put my account further into the negative causing more fees. This has been a spiraling affect that I cannot get out of. Some of the charges are less than $10 and a $38.50 fee per transaction was still charged. I spoke with the bank and was told there was no way they could help me.

Desired Settlement: I would like the insufficient fees credited back to the account

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.


7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: M&T provides very specific information on their web site regarding MIP and how to have it removed. It provides daily updates to outstanding MIP balances, the LTV percentage, etc. and specifically provides mention of "If you have a good payment history, you may request cancellation of your MI on or after the date the principal balance of your loan: •Is first scheduled to reach 80% of the original value of the property (80% LTV). •Actually reaches 80% of the original value of the property." Our loan met all of these requirements, with their web site indicating we were at 79.6% LTV upon the date of my request for removal. However, their response, in no uncertain terms is that they WILL NOT remove MIP until the loan is at 78% - or another $7600+ in reduced principal balance, which will cost us another $750 in MIP. I specifically paid over $600 in late charges in a lump sum from over a year ago just to meet the 80% requirement. In my opinion, they should not advertise that this is an option if it is not the truth. This has been on their web site since inception of the loan almost 4 years ago. I also forwarded a recent very recent appraisal ordered from another lender (April, 2015) showing the home to be valued at $610,000, which is an increase of over $150,000 in value since the home was built/purchased and the mortgage originated, which would bring the LTV down to a very low 60.7% leaving them PLENTY room for recourse. However, their reply to this is that they require their OWN appraisal, which would cost US another $600. In my opinion they are price gouging their customers and using misleading advertising practices. I was told this was a "general" reply on their web site and that they require 78%, yet the statement mentioned previously was specifically under my login in M&T and contains specific percentages, etc. relative to MY loan - not in any general terms.

Desired Settlement: Removal of MIP effective 6/16/15 - the date our LTV went below 80%, as advertised.

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 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
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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.

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

Complaint: I purchased my home in 2001. A few years later M&T took over the loan. Since that time I have been thru a divorce, had my child support end abruptly and been furloughed 2 times from work. I have continued to be a good customer to M&T despite all of this. In 09/2013 I was furloughed at work. I contacted M&T bank because I was not going to be able to make my payment. They set up a repayment plan. At that time I explained that past repayment plans have not hepled me get caught up. Rep looked over my record and said she could see what went wrong ans assured me that this time would be different. Now that I have made the final payment I find out that once again, the plan did not take into account the fact that my mortgage due date is the 29th of the month so once I payed off the plan a new month was due. This is not the first time M&T set me up with a repayment plan that failed to get me caught up. They acknowlegde that the plan was not set up correctly but are not willing to do anything to help me. They are setting me up to fail so that I will loose my home that I worked so hard for. I have been denied a modification and been turned down for refinancing. I cannot win. It takes all that I have to keep the mortgage payed. I cant even afford to make simple repairs. I am as close as I have ever been to giving up and walking away.

Desired Settlement: I would like for the month to be added on at the end of the loan. I am not trying to get out of paying what I owe, I just do not have the money to pay the portgate twice in one month.

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 alleged that I failed to make my May 2014 payment.  They  received my a 2014 payment on June I was told because it was late it will reset my plan they raised my plan from a thousand and fifty dollars a month to 1150 dollars a month to make up for the June 2014 payment. I did not miss a payment in  may, it was  received late.  It was due on May 29th they didn't receive until 6/6/14.  Regards,   ****** ************




Consumer Response:

Consumer filed a new complaint referencing this old ID#.  I filed a complaint against M&T Bank over their failed repayment plan system. To resolve the issue M&T recognized their error, agreed to remove all late fees for the timeframe involved, agreed to report me to the credit bureaus as current for the past 18 months and offered me a Loan Modification Package. I though this was fair and accepted their offer. I completed the loan modification and returned it. While I awaited a decision I held my 08/29/15 payment since I did not know how much was be due. I thought I had a good chance of getting the modification since they scheduled an appraisal of my home. When I didn't get a decision I called and was told that I was denied. I made the 08/15 payment that day. I was told that I could have been considered for a refinance if I had not mad the 08/29/15 payment late. First of all, that was never an offer, second of all if they made me current for the last 12 months 08/15 should not have been considered because it was not paid 30 days late. I feel like they intended to help me at all. I don't want something for nothing. I am a single mom who has been struggling to keep my home for the last 12 years. I just need some help. To make matters worst, I have reached out to another financial institution who was trying to assist me. The problem now is that my credit reports shows my M&T account as 30 days late for the past 12 months. That has taken my credit score down to below 600 and now they cant help me. I called M&T and was told that they only showed one late payment and that was for 08/15. I was transferred to customer service who said they show me as late 5 times in the last 12 months even though they have agreed that I paid as agreed during the repayment plan. The rep advised me that he could not see any agreement to report me as current during the repayment period and advised to take my complaint to the credit bureau for investigation. He said he was not removing anything or reporting anything that he did not see. When asked who would be able to see the info he said whoever was involved. I give up!!. Not only are they not going to help, but they are now preventing me from getting help from any other source. I believe they just want to take my home.  Correction to a credit report   If M&T had explained that by making me current, I was eligible to refinance and offered refinance as an option I would never had filled out the loan modification package. I don't think they should count the 08/15 payment as late since they never sent me the denial. I had to call them for the decision. I held the payment hoping that the modified amount would be less. I would like the lateness removed for 08/15. I would like to have my information reported to the credit bureau as current for the timeframe of the repayment plan as they agreed so I can try to get help from another bank.

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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Additional Notes

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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Additional Notes

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

12/23/2014 Problems with Product/Service
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
X

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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Additional Notes

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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Additional Notes

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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Additional Notes

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