Complaints
This profile includes complaints for M&T Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 726 total complaints in the last 3 years.
- 252 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called m and t customer service because we noticed several overdraft fees and my account was negative. So I spoke to a representative that was telling me a nike online purchase was made on August 31 and came out on the 1st. I was telling her no that is not true we purchased them on the 25th. she was getting irritated so I asked to speak with a supervisor so I waited. The supervisor then tells me the purchase was made on the 25th(so why did the representative say different?) No answer to that( of course) she told several transactions made with my debit card the bank allowed to go through even though my account was negative. I explained to her no that can't be true because that Thursday we used our card at khols and the total was $65 and got declined for the whole amount it only went through for $35 so we looked at out online banking and there was $5 left in the account . I told the "supervisor " all of this and she had nothing to say. I asked if their anyone else to look into what happened. She said no she is highest up I'm able to speak with. So basically they take your money and
Give you overdraft fees with no help no answers. This bank is the worst yet I will stick with bank of america and capital one unless they have a better answer to what happened to my money.
Business Response
Date: 09/26/2022
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
Date: 09/26/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called bank to withdraw 20,000 and they refused. Told me I wasn’t allowed access to my own money and that I had to wait until Thursday (6 days) to order my money. Woman was very rude. Said she had to put me on hold to take care of people waiting on line even though I was on the phone with her first. Then she told me I HAD to come in to order the money after she had told me I could order over the phone two minutes before. She put me on hold for a few minutes then answered the phone and placed the order. Her name was candyCustomer Answer
Date: 09/12/2022
I have not received my money. I was told that I needed to place an order for anything over $5,000 but I would only be able to take out $3,000 if I needed it that day. The order was placed on Saturday and I was told I would not get the money until Thursday. I want the company to let me know how its acceptable for them to keep my money from me when its MY money. They definitely had more than $3,000 at the bank but they didn't want to help me. Every time I try to take out money from them there is an issue. How does it take almost a full week for me to have access to my own money??? I was especially bothered that this woman (candy) told me I had to wait for her to help the people who were physically waiting at the bank even though I had called before they got there so I shouldve been taken care of first. I also was bothered that she said she could place an order then suddenly said I had to physically come in to place an order (which was a lie) because after we went back and forth she agreed to place the order over the phone. Very poor customer service.Business Response
Date: 09/22/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/10/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday 9/9/22, my son and I went to the *********** Shopping Center branch of the M&T bank (**** ***** Ave; 21209) to open up an account for my son. We had a 2:30pm appointment. Around 2:30, we called the branch and informed the teller that we are running late and won't be able to get in until 2:50 and asked if we should come vs reschedule. We were told to come in and being late won't be an issue. We got there at 2:55pm and noticed that there was no one else waiting for the bankers. We were told to have a seat and someone will be with us shortly. At 3:33pm (38 minutes later), I went to Ms. Tavis C**** to find out what's going on. She said that she is on hold with a customer and doesn't know when she can see us. I got upset and told her that we had an appointment and she could have told us at the beginning about this matter as opposed to having us wait for 38 minutes before telling us that. She was not at all apologetic and stated that it was our fault as we came late. Needless to say, this made me even more upset and I asked to see the manager. Subsequently I went to see Ms. Toccara M**** and she said the only thing she can do is to reschedule me. I asked her why can't she take care of us. Her response was that she was on a webx meeting with a customer and didn't have time.
All in all, we felt that Ms. C**** and Ms. M**** had absolutely no regard for our time and had no intentions of helping us. I have banked with M&T bank for over two decades and receiving such poor service was quite shocking.
We walked out of the branch and called the Pikesville branch of M&T and asked if we could come in. We were told that they are not busy and come in. We were greeted by Ms. T***** and she was absolutely wonderful. Not only she was pleasant, she paid attention to the details and took her time to make sure we were happy with the service.Business Response
Date: 09/13/2022
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
Date: 09/16/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 09/16/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *******
Initial Complaint
Date:09/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/6/22 I made a deposit of 1,200 at the M & T bank on 150 Whalley Ave, New Haven,CT 06511 on 9 /8/22 I went to deposit 150 I realize the money was not in my account I had to ask them to check the camera because the money went missing they finaly admited their error the employee who took care of me had me wait 2 hrs I repeatedly asked for a Manger and he never came out to assist in the situation after waiting 2hr I asked for an explanation after waiting in line and it was my turn at the window the employee Annahita rudely told me that I had to wait until she order bank cards for other people eventhough I had waited in line. I can not check my balance on their phone number or app and was not properly helped. I don't understand how money goes missing and they treat the customer so badly I was only able to get the proper help when my daugther showed up and demanded that I be helped since I had been there over 2 hours and was distressed to the point my blood pressure was thru the roof and needed medication.Business Response
Date: 09/26/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Over 20 years customer. On 9/7/22 I deposited my settlement check $14697.81 into my account. Minus $2200 for my rent.
The clerk failed to ask for ID, so he did not get my account number.
I left (I made that mistake). With no account number he doesn’t deposit money into my account. Another manager found the mistake on Thursday at 3:30.
Friday at 4:00 (now over 48 hours later) I am told they found the mistake and completely there fault but the “process” takes time.
They didn’t escalate it to take it more seriously. They lost $12497.81 of my money and I got no sympathy. Just “be patient “.
The entire situation lacked any human compassion, and left me feeling like a number. This is completely unacceptable way to treat an extremely long term customer.Business Response
Date: 09/26/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was a peoples United bank customer and then M&T and peoples merged. They move my accounts to M&T and then they said I didn’t have to tell my employer or change my direct deposit and then this week my work direct deposit didn’t all make it. The portion in my checking cleared but I received nothing in. My savings. I called and the phone says they are experiencing high call volumes and then it hung up. It didn’t even let me sit on hold. This is unacceptable and I never wanted to be their customer anyways!!!!!!! They also have my employees as being someone I was employed by over 15+ years ago and they won’t let me change it.Business Response
Date: 09/23/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to an M & T Branch to open an account and was told that I couldn't because someone used my social and someone else's personal information to open an account when i was under 18. I went into the branch, and they tried to override it but no resolveBusiness Response
Date: 09/22/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have not had access to website waited over three hours and not received customer service answering phone. Woke up today to -205 in bank account with fees for bill payments that once came out of peoples bank. Branch told me a letter was mailed explaining this never got any correspondence saying this closed account want fees remedy.Business Response
Date: 09/23/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:09/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
M&T Bank sent me a promotional mailer to open a checking account and receive a $250 bonus for opening by May 27th, enrolling in online banking, and keeping a $500 balance for the months of June and July. I did all of those things. On 8/31/22 M&T Bank did not deposit the bonus in my account as they stated they would. On September 6th I tried calling the customer service number all day long, but the number said "we're experiencing a high volume of calls" and hangs up. Then the on September 7th I called and the wait time was over 2 hours. Then on September 8th the wait time was still over 2 hours but I was finally got a representative who told me she would not credit my account because I did not agree to the terms for "Money Smarts". I don't know what "Money Smarts" is, and neither did she. I asked her specifically "What is Money Smarts?" She said "I work in customer service I don't know what that is, I can transfer you to Online Banking and they can tell you." This is a scam and a fraud. This is a way to trick people into signing up for a checking account they never sought out, with the promise of a bonus that they will never get. She told me she would "file a complaint on my behalf" When I asked to provide proof to me that she'd filed a complaint she said she couldn't do that. I don't believe she filed any complaint. I believe she's instructed to tell people they didn't qualify for the bonus because of something in her pre-written script that she can't even tell you what it is or what it means. I believe M&T Bank is a bad faith actor.Business Response
Date: 09/16/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 09/16/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for honoring the agreement, I appreciate that this was handled in a timely manner .Regards, ***** ********Initial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My bank merged with M&T bank at the end of last week and something was messed up with my account in the process. I have been put on hold for 3-4 hours a day working to get an answer and access to my account. I was able to get through one time and that call was cutoff suddenly without resolution although the person was working to help me. I cannot pay my bills and do not know how much money I have as the automated system does not recognize my old information.Business Response
Date: 09/21/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 12/01/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was part of a takeover from peoples to M&T and the process has been horrible. I went in to a branch on Town street Norwich ct for an hour and a half to change my business address. The person was somewhat rude and by the end said my address was changed. I went to use my card and the company rejected my payment stating the addresses did not match as my old address is still on the account for my checking account and debit card. I called for help and they said it was not documented that I went to the branch and to call the branch and tell them it was only changed on the profile and they told me yo come in again. When I asked for a supervisor I was told they were busy. This has been a repetitive problem with this bank since the turnover. Fix the address everywhere in the system as previously asked and note that it was done.
Regards,
***** *****
Business Response
Date: 12/08/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 12/16/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have called the person twice as of this morning without response so nothing has been resolved as of right now. The address has not been updated to all aspects of the account and the spelling of the road and town have not been corrected. Regards, ***** *****
Business Response
Date: 12/21/2022
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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