Still reeling from the M&T Bank and People's United Bank merger chaos? You are not alone. It's been a mess of locked accounts, missing funds, and customer service that goes nowhere. Seriously, their Better Business Bureau page is a disaster, with over 2,100 complaints in the last three years and a shocking 1.08 out of 5-star customer rating. It's a sea of complaints about incorrect billing, terrible technical support, and just plain poor customer service. People are fed up with being stuck on hold only to be told nothing can be done. If you've hit your breaking point trying to get a straight answer, you're in the right place. We get it. Let's get this sorted. You can find more information on their official website, but good luck finding a direct answer there: Visit M&T Bank.
Best ways to complain to M&T Bank
| Contact Method | Details & Availability | Why use this instead |
|---|---|---|
| Phone | 1-800-724-2440 (Mon-Fri, 6am-9pm; Sat-Sun, 9am-5pm ET) | Best for urgent issues like fraud or locked accounts. |
| Secure Message | Via Online Banking Login | Creates a written record of your complaint. Good for non-urgent, detailed issues. |
| M&T Bank, P.O. Box 767, Buffalo, NY 14240 | For formal, documented complaints when you need a paper trail. | |
| Social Media | Twitter: @MandT_Bank | Public complaints can sometimes get a faster, more visible response. |
Estimated Response Times from M&T Bank After Complaining
Honestly, 'estimated' feels generous. Prepare to wait.
| Method | Expected Wait Time |
|---|---|
| Phone | 15 - 60+ minutes (hold time) |
| Secure Message | 2 - 5 business days |
| 7 - 14 business days | |
| Social Media | 1 - 24 hours |
Tips to Get a Quicker Response from a Complaint
- Call right when they open. Try calling at 6 a.m. ET on a weekday to avoid the long afternoon queues.
- Have everything ready. Your full account number, the date the issue occurred, and any transaction IDs should be on hand before you call.
- Use specific keywords. When talking to the automated system or a rep, use phrases like "file a formal complaint" or "dispute a charge" to get routed correctly.
- Keep it short and factual. Long, emotional stories can confuse the issue. State the problem, what happened, and what you want.
How to Escalate Your Complaint
If M&T Bank is ignoring you or gives you an unsatisfactory response, it's time to escalate. Don't just give up.
1. Internal Escalation: First, ask the customer service representative to speak with a manager or supervisor. If they say one isn't available, ask for a reference number and a specific time they will call you back. Document this.
2. External Escalation Bodies: If internal escalation fails, take your complaint to an external body. You generally have to try resolving it with the bank first.
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Consumer Financial Protection Bureau (CFPB): This is your strongest option for banking issues in the U.S. The CFPB is a government agency that forwards your complaint to the company and works to get you a response. M&T Bank is legally required to respond.
- How it works: File a complaint on the CFPB website. They send it to M&T Bank, which has 15 days to respond to you and the CFPB.
- Outcome: Most companies respond quickly to avoid regulatory scrutiny. You can often get fee reversals, account corrections, and other resolutions.
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Better Business Bureau (BBB): The BBB is a non-profit that helps resolve disputes between businesses and customers. While they don't have legal authority, many companies respond to maintain their rating.
- How it works: You file a complaint on the BBB website. The BBB forwards it to M&T Bank for a response.
- Outcome: BBB works, but prepare to wait. M&T Bank usually responds, but the resolution isn't guaranteed.
Email Template to Complain to M&T Bank
Subject: Formal Complaint: Unresolved Issue with Account #[Your Account Number]
To Whom It May Concern,
This is my third attempt to resolve an incorrect fee charged to my account, #[Your Account Number]. I previously contacted customer service on [Date] (Reference #[Reference Number, if you have one]) and was assured the issue would be handled, but it remains unresolved.
On [Date], a fee of $[Amount] for [Reason for Fee] was incorrectly debited from my account. As per my account agreement, this fee should not have been applied. Frankly, having to spend this much time tracking down a clear banking error has been incredibly frustrating and a waste of my time.
To resolve this, I require an immediate and full refund of the $[Amount] fee. I also request written confirmation via this secure message that the issue has been corrected and will not occur again.
Please be aware that if this is not resolved within 5 business days, my next step will be to file a formal complaint with the Consumer Financial Protection Bureau (CFPB).
Thank you for your prompt attention to this matter.
Sincerely,
[Your Name]
Additional Helpful Tips to get Your Complaint Resolved
- Request a 'Letter of Final Resolution'. If they claim the issue is fixed, ask for this document. It's official proof you can use if the problem comes back.
- Mention the merger. Many Reddit users report that specifically referencing issues that began "right after the People's United merger" gets them to a more specialized support team who is aware of the ongoing system problems.
- Take screenshots. If you're dealing with an online banking or app issue, screenshot everything. Error messages, incorrect balances, everything. It's hard evidence.
- Don't close the chat window. Wait for the transcript to be emailed to you or copy and paste it yourself before closing a live chat. The agent's promises are useless without proof.
Let Pine AI Help Raise the Complaint to M&T Bank
Tired of M&T Bank's hold music? Or getting a generic, unhelpful response from their secure message center after waiting three days? Sound familiar? It's exhausting. Instead of spending another hour navigating their phone tree or typing out the same story for the fourth time, let us handle it. Pine AI can draft and send a formal complaint on your behalf, hitting all the key points to get their attention. No more repeating yourself. No more wasted time. Just results. Let us take over the frustrating part so you can get on with your life.
Frequently Asked Questions about M&T Bank Complaints
