I will start by saying that I NEVER write reviews. Good, bad or indifferent, I never write them. I have no good reason or excuse, I just don't take the time. However, this time I have pushed to the point that I think people need to know before they sign on with this bank. I opened a car loan with M&T this past June and have had nothing but headaches since. The first month's payment was made at my local branch. I had to wait in line for almost 30 minutes to make this payment (with no apologies for the wait) so I decided I would make the payments through my bank's online bill pay.
I sent the September payment out a few days before it was due and did not think about it again. I received a past due notice yesterday and immediately called M&T. The customer service representative was shockingly rude and totally unwilling to help. I told her my story and she said, "Well, the payment is not here." I asked her to investigate a little to make sure that there were no errors made. She just kept repeating that the payment wasn't there. Infuriated, I hung up. I called my bank this morning and they confirmed that payment in the form of a bank check was sent out on the 8th.
I called M&T back and explained again the situation. This woman told me the same thing the lady last night did, "Gee, the payment isn't here." I told her that I understand that but I am looking for some basic customer service help. I asked her if my bank sends proof of payment can they waive the $49(!!) late fee. She said proof of payment does not mean anything to them because the payment has not been received. I then asked if they would waive the outrageous fee if, when the payment arrives, they see that it is dated 9/8/11. Her response was that a machine processes the incoming payments and nobody will see or note the check date.
I suggested that there is a possibility of an error on their end and maybe my payment was mishandled by "the machine." She told me that was not possible and that she was not able to go to Maryland from Delaware to hand check all the mail to find my payment (yes, she really said this to me). I have not been this furious or disgusted with "customer service" in a long time. I reminded her that this debacle is affecting my credit rating. She assured me that this issue would not be reported for another 14 days. I am speechless.
Customer service 101 would suggest that you tell the customer you will notate the account that payment is on the way and when it arrives we will verify the payment date and adjust the fee accordingly. I have worked in CS for many years and treating customers that are spending their hard earned money with you like they are liars is the fastest way to lose respect and their business. So, this weekend I am moving my business to a different bank. STAY AWAY FROM M&T!
I don't recommend M&T at all. I called in for a stop loan payment on my checking account that is automatically withdrawn 2 weeks in advance and to have some kind of payment book or mail delivered to me so I can get them the money. This is all because that I'm vacationing in California for a while and M&T doesn't exist out here. So the customer service gentleman told me everything was cool after I gave him the information he asked for to complete the task. Down the road I hadn't received any mail and went online to check. Sure enough there's a overdraft of $81.92 and the loan payment normally of $45.71.
So I called their very rude customer service and explained things very rationally and calmly tho no lie I was extremely pissed when they were telling me there was no record of anything and there was nothing they could do. I spoke to the woman very nicely even tho she was a very rude customer service representative about the situation and I just wanted to reverse the charge that was made and have the paperwork that I needed to make the payments sent to me to California from Pennsylvania so they could get their money. I just didn't want the overdraft charge due to MAYBE SOMEONE POSSIBLY HADN'T DONE THEIR JOB???
I eventually spoke to a supervisor and explained it to her. She was even more nasty. I talked to her about the gentleman who possible hadn't done his job but she would not have any of my side of the story. Throwing bank regulations and policies at me raising her voice every time I would try to get a word in. As there was no proof except the time I called it in which should be proof enough that I DID speak to this gentleman. There are many things they could have done for me and we could've worked it out but M&T throws a fit over a small $37 overdraft fee that they lost my business once I pay them the $81 I "owe" them.
Most customer service centers and bank personnel respect those customers who try to understand the banks side and not scream at employees when something goes wrong. Most bank employees will try to help you and do what they can if you present your case nicely... Not M&T. My advice I was being responsible with the knowledge I was given. I was respectful and courteous to the staff because if I was them I wouldn't want someone screaming at me either. In the end you just get stepped on by M&T. Worst bank experience but it's just my opinion.
Aside from the above statement, very nasty customer service, tons of hidden fees and fine print, takes forever for a check or transaction to clear, employees don't have any compassion or common sense; they are a slave to the bank and will spew the regulations at you till they pass out. M&T is by far the worst bank I've ever dealt with and this experience is just one of many problems M&T has given me. Save the trouble and go elsewhere.
SAYRE -- My wife is disabled and needed to find a bank for everyday use, nothing special, we are all forced to use banks in this day and age and should not be subjected to unreasonable NSF fees. She had kept at least $40 in the balance since 12/2/2009 and on 12/24/2009 she had a balance of $47 and made a deposit of $61. When the deposit was made the receipt given had the balance blacked out by the teller, and no explanation was given.
Then she wanted to get some groceries and the card was $0. I went online and got a copy of the account for the past 30 days and found not one substantiated NSF fee and the balance was $108. There were no debits and she uses no checks, only the card. So the first NSF fee was on 12/24/09 with a balance of $90, then another at $18 fee with a balance of $72 then another for $18 with a balance of $54, and yet another $18 with a balance of $36.
Then on 12/26/09 a PayPal direct payment was in the bank of $80, and the bank did not post it until 12/28/09 at 5:00 pm. No word from them at any time that the account was being drained out of nowhere, until I found out about it from the printout from the online banking. They refused to waive the fees, and said that everyone does this at the holidays. Yeah right I really spent a lot for Christmas after they took every cent I had plus all my deposits and are still charging fees for checking the account.
They said I tried to get money from their ATM when I could not even get a balance without incurring a $37 fee. Who the hell do you banks think you are? If I went into someone's account and stole funds I would be prosecuted, but the banks are above the law and so is the Fed. They are all in the game of bankrupting the people for control of them. Do the research about banks and all the filthy tricks with the books to make it look like you were spending the money, and they are innocent of wrongdoing.
My daughter tried suicide on the 23 of Dec, and was sent to a hospital 155 miles away, and we could not even visit her for Christmas Day, and as far as any presents or food for Christmas? Well we had to beg at the Salvation Army for a box of food. All because of banks illegally taking fees from anyone that they can set up the figures to gain the maximum fees.
We should all do the same thing to them, we all should put a run on the banks in one day, and close them all down. That's right we all should go to the bank on the same day, and close your account out, where would they be then??? Sounds like a plan to me, how about you? This bank is not the only bank doing us in, all the banks are set up to control all the money they handle, and when they cry that they are losing money, who bailed them out with our money??? Obama of course, he's the head of Wall Street and does what Wall Street tells him to do.
TONAWANDA, NEW YORK -- I've had an M&T account for the last 5 years. It's been nothing but problems this entire time. 3 years ago I had unauthorized charges to my account, along with several legit pending charges. The unauthorized charged was for nearly $500 and happened after my legit charges. M&T pushed that charge through first causing a $38.50 fee for each of the 5 charges I made. I called customer service and tried explaining the company who charged me had no right to do so, and that they were sending me a refund for the money they had taken, in 3 to 5 business days.
I asked to freeze my account until I received the refund, as I had made a deposit that day and all my money had went to the charges (also you get charged all over again in 5 days). She told me the local branch could do that for me. I went to the branch and the manager Dana completely refused to hear my complaints, basically blamed me for the unauthorized charged. When I pointed out that charge went through first, even though I had others pending before that one, she said there was nothing she could do.
I asked to freeze my account, she said no, I asked for a copy of the contract I signed for the overdraft policy, as I didn't remember signing one, and she said the paperwork wasn't available. She then waved me away and went to talk to someone else. I told my fiancé what happened, (he's white) and he said that sounded like prejudice. He went down to speak to her himself the next day, lo and behold her attitude was completely different. She even managed to sound pleasant and even smile. She did exactly what I had asked the previous day, even waived 3 of the fees. I submitted a complaint against her and M&T with the BBB and they returned all of my money.
I see recently M&T has been hit with various lawsuits that mirror my exact complaints. Customers charged overdraft fees for protection they never signed up for, discriminatory lending and hiring practices, charges rearranged to collect the most fees, the list goes on. I have since closed my account and would never use M&T Bank ever again. Sorry to the people who lost homes and businesses due to these crooks. If you read this, do not patronize M&T bank in any way, do not trust them with home or business loans. They will lie to you and steal from you.
BERLIN, MARYLAND -- I always pay Twisters Gymnastics with checks 99% of the time. They use M&T Bank for their commercial account. M&T Bank submitted two of my checks twice. The amount came out of my bank account and I asked my bank to reimburse me for one of each of the cleared checks that were cleared twice. My bank complied. M&T has stated that they will charge Twisters for my two checks bouncing. I gave the owner of Twisters my banking information showing the balance at time of submission of checks to the time they cleared. She agreed that M&T Bank is in error and has informed me the money was never deposited into her account.
Now M&T Bank is telling her I need to reimburse Twisters for the amount of the combined total of the two checks after seeing snapshots of my account showing the two checks clearing twice and each one of the two transactions being reimbursed. M&T Bank I believe is acting in a fraudulent manner. M&T Bank has $198.00 of money floating around that belongs to Twisters.
BALTIMORE, MARYLAND -- I entered the bank on January 30 2013 to cash a check; I have 2 business accounts and a personal account with M&T Bank. I signed the check and put a thumbprint while waiting for the teller. When she came she was looking up the account and had to receive approval because of the amount of the check. This was a new account but I am not a new customer.
The other teller comes and starts asking who the owner of the company is, where else did I try to cash the check, and treating me as if I was a thug that just came off the streets. My check had cleared and been validated, the teller proceeds to help other people without letting me know anything. When I asked what is going on she tells me that they are working on it and she doesn't know what they are doing.
So I asked to speak to a manager and she says the manager is in the back working on something. After I insisted on a manager and raised my voice then someone came from the back and guided me to the manager. As I arrived in the manager's office she is calling the bank I opened the account with inquiring on my intentions.
I was never asked any questions; they were treating me as if I had bad intentions, without explaining or asking any clarifying questions! They didn't even research to see if I had any other accounts. The customer service at this location is very unprofessional and the tellers are very unhelpful, if you can go to another location or better yet go to another bank.
BALTIMORE, MARYLAND -- Apparently the bank, in their usual manner, issued a notice in small letters at the bottom of a statement that they were to charge a fee for each and every ATM withdrawal over 4 per statement period (1 month). I still haven't found that notice! This fee was to be $5.00 per transaction. This is in addition to the $2.50 fee if you use another bank's ATM.
In July my wife used the ATM 20 times to access HER money so M&T charged her $80.00 in fees. During the same period they paid the $.01 in interest. It looks to me like they want to penalize you to keep YOUR money where THEY can have access to it to use as they see fit. When I called them I was told "TOO BAD no refunds for you." That is why by September 1st the account will be closed and in another bank that appreciates my business.
ALBANY,NY, NEW YORK -- Three months ago, I opened a checking acct, savings acct, and business acct. Right from day 1 they have everything screwed up. They put my savings acct. money into someone else's account - 3 days to fix that. They never ordered checks for my business acct., they never sent my debit card for my personal checking. When they expressed ordered it two weeks later it never came, again expressed ordered the card (while on vacation mind you). My husband had no money because no card. It finally comes. No password, he couldn't activate it.
They charged me for insufficient funds when I had money in account. I got off a 6 hour flight to find my connection cancelled, I'm stuck in PA. With no money and my husband can't pay for my rental car because the card can't be activated. Uggh so after that nightmare I have to go to bank to straighten it out. I cancelled the acct. yesterday to be charged again insufficient funds.
They left the card open when I didn't want overdraft protection so I was using up the money to just get rid of them and the card never declined. I blame myself for not checking the balance but I never elected for overdraft protection when they denied me a credit card. You have no idea the time I have wasted talking to them on the phone, I never got the same answer from anyone I spoke to. I don't know how they are still open. I can't wait to be done with them!
My son called in for the payoff on his truck. They can discuss the account status but can't give him the amount. So he calls me 2700 miles away. I call and I get "we can't give you that amount without the VIN number to verify the loan is the right one." I only have one with them and never a freaking again. DON'T GET A LOAN WITH THEM. They tell you can get info online. NOT ON AN AUTO LOAN, why is it the only one you can't get. HMMMM. They are the people they can scam more… My mom was to be the co-signer, but she is the only one on the loan. I have complained for 5 years and they say it will show on my credit that I paid this loan. NOT.
VIRGINIA -- I have automatic payments from my checking account to an overdraft line. Since M&T bought the bank I used, there seems to be endless creativity in finding ways to maneuver the customer into a late fee or service charge. I have a couple of carefully documented instances in which the bank took a larger payment than the billed amount. If I pay directly, in cash, less than 72 hours before the automatic payment is scheduled to come out, the payment "doesn't count," it takes the automatic payment anyway, and if my checking account balance won't cover the payment, I get an overdraft fee. The bank will not take available money from the overdraft line to cover this type of overdraft.
Paying cash into the checking account the day the payment is due also will not cover a potential overdraft, as the bank does not consider a cash deposit available until the next business day. Their so-called "customer service" reps treat complaints and appeals on these subjects as if I were a petulant five-year-old. When I pointed out to one of them that the bank's practices are quite likely illegal, she laughed at me and hung up. I fervently hope that one of these days they will lose a huge class action lawsuit for this crap. I understand it wouldn't be the first class action lawsuit they've lost over confusing and exploitive fees. Forget 'em!