M&T BankReviews of mtb.com

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.

Went to the Needham MA branch, arrived a few minutes after 3pm. I needed to send an international wire to pay for our vacation. I figured I'll go to the teller since I also needed a bank check. The teller took over 15 minutes, then went for the wire. Only to be told that it needs to start by 3pm, now I'm asking why did the teller not say anything. Now I need to go again to the bank. Also why can't the wire data be taken and sent the next day. Definitely need to make changes to training and maybe the way things are done.

One of their most aggravating practices was that once my home loan was paid off, M&T quickly blocked online access to my mortgage account and documents. Customer service confirmed this was “standard practice.” That meant I suddenly lost access to years of loan statements, escrow information, tax records, and payoff-related documents right when I most needed them for reconciliation and recordkeeping. I got no notice that this would happen,. Getting help was also extremely difficult. Reaching a live representative required long hold times and multiple calls. Once connected, the staff, although polite, seemed unfamiliar with handling broad documentation requests from a customer trying to assemble a complete mortgage file after payoff. For example, I requested copies of my mortgage-related records — things like the appraisal, title work, settlement documents, payoff records, and other key loan documents. Rather than providing a complete package, representatives insisted that I specifically name every individual document I wanted, some of which turned into special requests. The process felt unnecessarily rigid and confusing, especially for records they clearly knew how to retrieve internally. I also had ongoing issues from the past few years involving property tax bills during periods when my tax assessments were under appeal. Despite the fact that I maintained an escrow account specifically intended to handle taxes and insurance, M&T repeatedly insisted that certain “irregular” tax bills were my responsibility to pay directly rather than processing them through escrow. This created unnecessary confusion, duplicate tracking, and concern about possible delinquency issues. The mortgage itself eventually was paid off correctly, and the lien release was ultimately recorded. It was very weird that I got "automated" letters as part of their payoff process, in old fashiond type face in faded ink, making them difficult to read, part of the reason I later called again, requesting electronic versions. The servicing experience — especially during the final payoff phase — felt automated, opaque, bureaucratic, poorly coordinated, and far less customer-friendly than it should have been. After dealing with multiple servicers over the life of this mortgage, M&T stood out for poor communication, weak document accessibility, and a payoff process that placed too much burden on the customer to navigate their internal systems. It worked for many years but I guess once the I made my final payment, they did the basics, I assume correctly, but then just wanted to be rid of me - hence blocking my online access include that of my final 1098 this year. Keep in mind, my mortgage was transferred to M&T Bank as a loan servicer after several earlier lenders/servicers over the years. I did not originally borrow from M&T.

M&T - Poor account setup and email usage! I have been trying to setup my online account without success for the past 4 months. When trying to setup my online banking ID they do not allow emails that end in ".co" It looks like their technology is behind with not allowing emails ending in .co. Very surprised that an established bank has not caught up to current email account ending. Very disappointed.

I called customer service to make a phone payment to my M&T visa using an External bank. the online app only allows transfers from other M&T accounts. I was on hold and transferred 4 times before someone was able to do what I have done before and it took 1 hour to get a simple payment done.

I had to open an Estate Account with M&T Bank when my brother passed away. They were generally helpful but I needed extra deposit tickets. They gave me blank ones rather than filling in the account number for me and then charged me $12.95 to get 50 imprinted checks with the account number. Most banks do this on the spot at no charge.

M&T Bank’s mortgage servicing is a mess. The phone reps I spoke with lacked even a basic understanding of how mortgages—and their own systems—actually work. When I questioned an escrow increase, they immediately blamed “higher taxes and insurance.” The problem? My tax and insurance costs had gone down, not up. Once confronted with the facts, the reps had no explanation. I’m about 80% certain they didn’t actually know what escrow is and were just winging it. Instead of resolving the issue, they placed me on long holds while trying to get answers from leadership. The result was confusion, deflection, and zero accountability. If you’re looking for baseline competence in mortgage servicing, go with a dedicated mortgage company or credit union. Avoid the clown act that is M&T Bank.

I closed my business account because of unnecessary and unreasonable fees. The bank wrote me checks made out to the business and then refused to cash the checks because they said business checks cannot be cashed. They are really incompetent. I am following up with an update. A few days later - after I filed a BBB complaint - the Bank figured out how to give me my money back. I'm keeping the rating at 2 stars, which I think is quite generous.