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
- 704 total complaints in the last 3 years.
- 225 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern, I am writing to file a formal complaint against M&T Bank regarding an issue with accessing proof of a paid loan. On March 4, 2025, I paid off a loan in full. As I needed proof of this transaction, I logged into my M&T account expecting to download the appropriate documentation. However, the loan had completely disappeared from my online profile, and no evidence of the payoff was available. On April 1, 2025, I called M&T Bank’s customer service for assistance. The representative informed me that a payoff letter would be mailed in about a week. I explained that I am in the middle of relocating and a hard copy would not be sufficient—I simply needed digital proof of the loan payoff. Despite my request, I was told there were no other options. I then requested to speak with a supervisor, and was connected to Supervisor Rob, who was very pleasant and tried to assist. However, as I write this, my call has reached the 40-minute mark and I am still without a resolution. It is unacceptable that in 2025, customers cannot access vital financial documentation—such as proof of a paid-off loan—through their online account. This experience has been frustrating, time-consuming, and reflects a lack of adequate digital infrastructure on M&T’s part. I am requesting immediate assistance from M&T Bank in providing official documentation that my loan has been paid off and to improve access for customers seeking similar information in the future. Thank you for your attention to this matter. Sincerely, *****
Business Response
Date: 04/16/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was unable to access my account to pay the mortgage by the requested time due to company error and have since paid off all charges.Business Response
Date: 04/14/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been locked out of my bank account for no reason other than trying to send money to myself via *****. The bank won't help and fraud protection is rude and won't help either. I need someone from corporate to help me. My contact is below: Name: ******** ******* ***** **********Business Response
Date: 04/11/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In January of 2025 I applied for a modification with ******** bank. It was approved and all monies owed were paid and tacked on to the end of my mortgage. My monthly payment was $2,555.32. On February 4th, my loan was sold to M&T Bank. I called twice a week, to ensure that the terms and conditions of my modification were upheld by M&T Bank. I tried to get in touch with my single point of contact numerous times to discuss the modification and details (Shaya D. ext. ****). On March 14th I checked my account again and found that they had deducted $6,532 from my principle balance and then changed my monthly payment to $2,990. They claim it was from their escrow analysis, however they are charging me for everything that was paid in the modification and added to the end of my principle balance. They have disregarded every phone call, every piece of proof that I have provided and have never returned a single call. I have been pushed from one department to the other, I provided proof that my escrow balance was $0 at the time M&T received my mortgage. I have proven that everything was paid weeks before they even received my file. My escrow analysis done with ******** showed that I would be paying $1055 monthly. I verified my yearly taxes, sent my dec. page to dispute the "forced place" amount they are claiming, and I verified my yearly amount for flood insurance. They are trying to escrow for sewer based on a past due balance that was already paid by the modification. I am now being double hit. I have sent detailed emails with proof and my "ticket" has been closed repeatedly with zero resolution. To be clear, I had a full modification agreement signed sealed and delivered to them and they have decided to completely ignore every bit of proof I have that they are wrong. Additionally, I made my February payment to ******** on January 29th and on Mar. 4th my payment to M&T. They are showing that I made a partial payment in March which will directly hurt my credit.Business Response
Date: 04/10/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
M & T Bank promised a redemption of my savings bonds, both in-person and with customer service over the phone, within 7-10 business days. It is now Business Day 19 and I still don't have my money. The bonds, worth $10448, were mailed from the Cockeysville, MD branch office on March 3. I contacted M & T customer service again, but they're just giving me the runaround and not providing any explanation, apology, or research on the matter. So my money is in limbo and I have no idea what's going on after entrusting M & T with my bonds. I do have copies of the original paper bonds, though.Business Response
Date: 04/07/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/25/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
M&T has continued to bill me on a closed account for years. I have called several times, but because the account is closed none of their service reps are able to help me. They state it is not possible for me to be auto debited to my bank on a closed account and that no such account excited. I have bank statements. They recently sent me a letter saying they will no longer reimburse me my payment and that it will be considered lost. My bank is unable to stop the transactions because they are auto debiting from my routing number. Every time I call, I am left on the phone for hours with no resolution. To top it off, I made a purchase at a dealership who also used the same financing company. So I am paying for a current loan and a loan that was closed years ago. I asked their billing department if they could credit the money I am sending them for the old loan to my new loan and was denied. They said they have no knowledge of my other loan, but if I don’t pay on my current loan-I will be delinquent. This is my last hope. I am hoping someone from their HQ can reach me and resolve this.Business Response
Date: 03/28/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 04/01/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ****** *****Initial Complaint
Date:03/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife went into this M&T Bank branch in Lexington, MA today to change $300 in $20 bills, which we had carefully counted beforehand, into $300 in single dollar bills, to prepare for an upcoming trip (tips, etc.). The teller, Mr. Ian P*******, counted her $20 bills out of sight and quickly disappeared into the back room. When he returned, he told her that he had received only $240 from my wife and paid her that amount in singles. My wife loudly protested and spoke with the branch manager Mr. Deniz E******. He claimed that he would 'launch an investigation' into this matter. We both contacted him later in the day, and it became clear that he did not plan to refund my wife's $60. This kind of short-change trick is not in character with a well-run commercial bank; and we have never encountered this behavior in all our 50 years of banking in the US and in other countries. I request that the BBB notify Mr E****** that this behavior by his tellers is not acceptable, and that we should be refunded our $60 immediately. I am shocked that I even need to file a complaint about something so shameless and outrageous! Thanks for anything you are able to do for us.Business Response
Date: 03/31/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Customer Answer
Date: 04/02/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. On 3/31, M & T Bank (Mr. Bennett H****** of the Customer Advocacy group in Buffalo, NY) wrote that "the individual who visited the branch to exchange the currency [and experienced the unsatisfactory situation] (my spouse, Mrs. **** *******) should return to the branch with valid identification to file a claim." She did do this yesterday, 4/1/25, and again spoke with the branch manager, Mr. Deniz E******. He took her government ID and made a copy of it and told her "an investigation would be conducted." We cannot "accept" your response until we learn the result of this investigation. As we explained in our initial complaint, **** gave the teller, Mr. Ian P*******, $300 cash in $20 bills , which had been carefully counted beforehand. She wished to obtain $300 in single bills for an upcoming trip I had to make, where I needed small change for tips and other small outlays. Mr. P******* counted her $20 bills out of her sight and quickly disappeared into the back room. When he returned, he told her that he had actually received only $240 from my wife and paid her that amount in singles. My wife loudly protested and spoke with the branch manager, Mr. Deniz E******. He claimed he would "launch an investigation" into this matter. When we each spoke with him by telephone later that afternoon, it became very clear that he had no intention to refund our missing $60. I should add that, when my wife confronted Mr. P******* and stated that the surveillance camera in the bank would reveal his short-change trick, he smirked and stated confidently that the bank's camera was not working at that time. In the following interactions with Mr. E******, he backed up Mr. P******* 100% and showed no intention of helping an aggrieved customer. My wife left the bank convinced that the two men were working closely together. If this were a well-run banking operation, they should both be terminated for criminal malfeasance. We are asking only for a refund of our $60. We have never experienced this sort of scam in any banking institution over the past 50 years in the US or abroad! Regards, ****** ********Business Response
Date: 04/04/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bank blocked my account 6 hours after i had just had 3500$ loan deposited. I am disabled on hospice care in home . They made up a phony fraud alert and blocked stealing my money. I have no way to purchase food. The loan was to pay for MEDICATION. The fraud department is mean disrespectful and hang up. I will put in a civil suit. Tomorrow i have a **** meeting with the bank. I will demand to close my account and that all my money given to me. If not a lawsuit will follow on the bank and all of the 11 customer reps who harrasseed meBusiness Response
Date: 04/04/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been paying my car payment for over 2 years and haven't had a problem, until December. We started receiving late payment notices however, our payments had cleared on or within the grace period. They were not late. This month it happened again. It cleared on the first but they didn't post it until the 19th. Then they charged me a late fee. I use biweekly mortgage *********** to pay my bills and nothing else has this problem. So i called biweekly mort. And It was brought to my attention that every one of M&T banks customers, over $2 million in payments have all been reported late but the checks cleared by the 1st or within the grace period. They took my credit score down from over 700 to 575 and im not able to get a loan for something i need or get a mortgage to buy a new house bc of this. I want my credit fixed. And i don't want this to happen any more. I have reached out to them but they started putting my payments as principal only and not to my interest and saying I didn't pay. This is not acceptable and if it's happening to every one of their other customers this is fraud and needs to be addressed.Business Response
Date: 03/25/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.Initial Complaint
Date:03/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint Details: I'm filing this complaint regarding M&T Bank's unprofessional handling of my account, false claims about communication attempts, and inconsistent information provided by multiple representatives. Description of Problem: On 2/25/25, I deposited three money orders ($499, $495, $490) into my M&T account. On 2/26, received text about "suspicious activity" and account restrictions. Called immediately, verified identity, was promised 4-business-day review with funds released by 3/4. M&T sent letter (dated 2/27, received 3/5) claiming "information indicates check may not be paid" - false, as ******* ***** confirmed all money orders were cashed on 2/26. After no updates by 3/3, sent detailed message requesting resolution. Received only "will respond soon" reply on 3/5. On 3/6, branch visit revealed account under "legal hold" branch staff couldn't remove. Fraud department falsely claimed seeing only one money order despite all three visible in online banking. On 3/7, Andrea R******* (Fraud Investigator) called, falsely claimed prior contact attempts, used condescending tone questioning my legitimate financial practices, and stated M&T would "not retain my account." After providing requested documentation, I withdrew funds at a branch but was told only "back office" could close the account. Same day, received message falsely claiming M&T "attempted to contact you" but I "did not return calls" – sent the very day I spoke with R*******. Desired Resolution: I welcome the closure of my M&T account given the poor service I've experienced. My concerns are: 1. Written confirmation that my account has been properly closed. 2. Assurance this incident will not negatively impact my banking history or credit report. 3. Confirmation of providing professional customer relations training for Ms. R******* to address her dismissive attitude toward legitimate banking practices.Business Response
Date: 04/04/2025
M&T Bank has responded to the complaint. However, it has requested that the BBB not publish the response due to privacy concerns.
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