M&T BankReviews of mtb.com

I have a boat loan serviced through M&T Bank, and something that should be incredibly simple has turned into an unnecessarily difficult experience. I need three basic things from a lender: 1. Receive my loan/payment statements. 2. Have automatic payments reliably set up. 3. Easily log in, see my loan balance and progress, and make a payment. M&T has made all three unnecessarily difficult. I have not been receiving the payment letters/statements that I was told would be mailed after the account was established. When I call, representatives can manually request that information be emailed to me, but that does not resolve the underlying problem. After multiple contacts, M&T has now generated a ticket to investigate why I am not receiving the correspondence. Automatic payments have also been an ongoing issue rather than the simple set-it-and-forget-it process they should be. Then there is the technology. The mobile application and overall online loan experience are among the least user-friendly banking systems I have used. Even basic tasks such as viewing loan information, finding a bill, understanding payment status, or making a normal payment require far too many steps. The system feels unnecessarily complicated for functions that virtually every modern bank should make effortless. I am not asking for sophisticated financial tools. I simply want to receive my statements, have automatic payments work, clearly see my loan balance and payoff progress, and easily make a payment. These are fundamental functions of servicing a loan, and my experience with M&T has been tremendously disappointing in each of these areas. To their credit, the representatives I have spoken with have attempted to help, including opening a ticket for the missing correspondence. My frustration is with the underlying systems and servicing experience that continue to require calls just to accomplish basic banking functions. Based on my experience, if you have a choice of lenders, I would strongly recommend considering other options. Loan servicing should make it easier for a customer to pay what they owe—not make the customer work this hard just to manage the account.

Worst back-end computer systems I've ever encountered. Opened a checking account last week, have logged into it from my PC and my phone, but their fraud detection system has locked me out of my account FIVE times in less than a week, forcing me to call their 800 number so they can "override" the lockout. I have fingerprint enabled on my phone, correctly entered the PIN they send me, and still get locked out repeatedly. And they indicate I should expect this until their system "gets to know me." If it doesn't know me by now, after multiple logins using completely correct credentials, I'm not sure it ever will. One more lockout and I'm going to close the account I just opened.

I've never written a negative review, but the customer service has changed so much. I get misinformation depending on who I speak to. The wait times are just crazy long. It always seems like I'm speaking to someone that is distracted/not paying attention and not in an office. I wish M and T was like it used to be back 20 years ago. They need to get better customer service.

What a terrible company to work with..... Long wait times and unexperienced and unqualified service agents...

I have never had a more horrible experience with a bank in my life. Multiple phone calls, every time I called I got a different answer, long hold times and very very poor customer service. After finally loosing it with requesting a supervisor I was able to get the simple form I had requested for over a month. Then all the stuff i needed ended up in my mail box two weeks later after they told me it was sent over a month ago. Terrible!

My auto draft payment didn't post for the month of July. I get no emails, no text messages, no mail, no phone calls. I just so happen to login to my account and notice the past due amount. I quickly paid it. Since the payment was 34 days late, the bank informs me that it will be reported to credit bureaus. I haven't been late in 5 years! As a reward for my 5 years of no late payments, my credit will be dinged for something very stupid. The representatives were no help. Terrible way to do business.

These clowns bought my mortgage and now im stuck figuring out how to pay them through the phone One month they give me an exact amount and the following I have to figure it out on my own and the automated messaging is awful. I just want to pay my bills and they make it feel like im jumping through hoops just to do so. Honestly the worst bank ever they are a parasite that needs to be removed from this country.

Horrible customer service. Impatient, rude and hang up on you. For a company that is buying out mortgages and treating their new customers like this, will not only go out of business but will have people leaving in droves. I will be doing everything in my power to get away from them ASAP.