M&T Bank Reviews 

D3/14/26
A few days ago, I needed to call customer service regarding Zelle. They refuse to assist without my pronouncing the name they can see and read. I let them know how I prefer to be addressed (according to my visible name.)

M and T Bank is more interested in pronunciation of names they can see and read, rather than providing customer service to a customer who can tell them all about the account!

And the fact is, it has never mattered what the pronunciation is! However,
M and T Bank prioritizing pronunciation INCONSISTENTLY over customer service with customers who can tell you everything about their account is corporate, dark age “cart before the wheel” brainless ignorance.

Signing on to a new bank.

Horrible. You cannot get basic customer service from this bank. I asked for amortization schedules, 22 days ago. 8 days ago, I was sent an encrypted email that when you download with an it- a professional in IT relayed the attachments are nothing but symbols.

I was also told they were mailed 9 days ago. Mail from new york to here takes a max of 4 days.

This is the worst bank.I have ever been with.

I am writing to formally express my concerns regarding my recent experience working with Tran Ousa, Commercial Lending Manager at M&T Bank, in connection with a commercial loan request.

As someone who has been in the lending industry for many years, I have extensive experience with loan processes, underwriting requirements, and the level of professionalism and communication that should be expected throughout a transaction. Unfortunately, my experience working with Mr. Ousa fell significantly below those professional standards.

From the outset of the transaction, I was assured by Mr. Ousa that the loan would be relatively straightforward given the financial strength, leverage, and supporting documentation I provided. However, as the process progressed, it became clear that the file had not been properly reviewed or prepared. The handling of the documentation and overall management of the loan process appeared disorganized and lacked the level of diligence one would expect from a commercial lending manager.

Communication throughout the process was also extremely concerning. I frequently had to follow up multiple times simply to receive basic updates on the status of the file. On several occasions, I was forced to contact other departments within M&T Bank just to attempt to reach Mr. Ousa or obtain information regarding the progress of my loan. This type of communication breakdown is highly unprofessional and created unnecessary delays and frustration.

Equally troubling was the apparent lack of proper document review early in the process. Items that should have been identified and addressed during the initial stages were instead brought up much later, resulting in inefficiencies and avoidable complications. This reflects a lack of preparation and oversight that should not occur in a professionally managed commercial lending transaction.

Based on my experience, the handling of this loan did not meet the level of service, organization, or professionalism expected from a financial institution such as M&T Bank. As a lending professional myself, I found the overall experience extremely disappointing.

Given the manner in which this transaction was handled, I would not recommend working with Mr. Ousa or pursuing commercial lending through M&T Bank based on my experience. I strongly encourage prospective borrowers to carefully evaluate their options before engaging in a lending relationship under similar circumstances.

I hope this feedback is taken seriously and used internally to review the handling of this matter and improve the level of service provided to future clients.

Sincerely,
Scott Nortman

Overall horrible. Online banking is terrible. I have a loan through M&T. First to setup automatic recurring payments you have to call and fill out a form, you can't just set it up online. Then I find out that they don't let you pay an additional amount on your loan with automatic payments setup that you have to call each month to pay an additional amount!

This bank is a joke. They flagged "my activity" as fraud on my credit card. It was me! now no one will lift the hold/frozen restriction on my card. Ive been passed around their customer services lines for 3+ hours all to get no where! I will be pulling my funding from them and telling anyone who asks to stay away from them.

M&T Bank Owns Lakeview & Loancare Servicing - Long story short - I was required to purchase flood insurance 10/2024, it was confirmed my flood insurance was on file and everything was good to be escrowed. 11/2025 same story. Fast forward to 2/2026, my mortgage jumped $1100. When I called in they stated they purchased flood insurance for me at $3600 x $7200. After 2.5 nothing is being done to rectified the issue on Loancare side - I have gotten a bunch of "I have made notes and we will call you back". Loancare is in bed with FEMA and the insurance company that imposes 600% inflated rates, which is unlawful on so many levels. DO NOT DO BUSINESS WITH THEM OR ANY OF THEIR PARTNERS.

My home was damaged by hail bank in March of 2025....

M&T Bank and their costomer service is beyond broken and mismanaged...

I've never seen a more unproductive and unprofessional bank of such low quality costomer service in my entire life...

Avoid this messy and unqualified bank at all cost...

M&T Bank has made my home repairs a true nightmare.

Beware!!!

Raven Black
Ret. USA

Just opened a checking account. First time calling customer service, on hold for 20+ minutes. Calling because I'm not restricted from being able to setup bank to bank transfer using their online banking.

It is the worst bank I've used. Unreliable online system, forever waiting period when contacting customer service.

Our experience with the Binghamton, NY branch was unacceptable.

We were attempting to resolve an estate-related bank account issue involving a deceased persons account that had been closed,

When we contacted the branch for clarification, our questions were not answered, and the call was abruptly terminated while we were still speaking.

Disconnecting a customer who is asking legitimate questions about a closed account is unprofessional and reflects poorly on the branch.

Estate matters require accuracy, professionalism, and basic courtesy. We received none of those.

This issue will be escalated.

M&T Bank received my insurance settlement for hail damage 3 months ago and still today they are holding the money and refuse to send it to my contractor to start work while it is raining in my house because of hail damage. Absolutely horrible bank. They must be struggling financially because they are holding the money and refuse to let me pay for roof repairs now. This is insurance fraud. This bank is a scandalous scam. Don’t sign with this bank if you actually want your home to be safe. They don’t work for your interests.

In my experience as an account holder, I find M&T staff anti-customer. You get better service at a fast food restaurant. Staff I have encountered blatantly demonstrate a disregard for fiduciary relationships that result in profits. Their CEO should be replaced with a more business savvy via the free market fundamental of "consumer sovereignty" .. staffers I encounter as a customer are clueless and treat me as a "nuisance" instead of a valued customer supporting thier revenue stream.

I went into a branch in Milford, DE to open an estate account to handle my deceased father’s estate. The first woman was helpful and gave me all the info I needed to open one. I needed an EIN number. Easy. But she was also pushing me to open it at another branch. Weird. I came back an hour later and met with another woman. I gave her all the info requested…and then she said she required the confirmation letter from the IRS. I told her nobody told me they needed that. She began browbeating me for not having it while holding my father’s death certificate. I snatched up my paperwork and left on the spot while she informed me that *I* was disrespectful. Maybe I was coming off as rude without meaning to, but I’ve also never had this issue with any other bank. I certainly can’t imagine treating somebody who just lost their family in such a callous manner.

If there were an option to give 0 stars, I’d have picked it. Never have I ever experienced such a rude, unhappy, miserable customer service agent in my life. All I called for was a payoff amount on a loan, and I seriously thought I was calling for the completely redacted Epstein files! This woman is the unhappiest human I’ve ever encountered. My husband was on the call as well, since we are both on the loan, and after verifying both identities, she straight up said she would end the call if we were both providing information she asked for. I am delighted to say we paid off the loan and will no longer have to speak to anyone who hates their job so much. Maybe the DMV is hiring??

Wouldn't even have enough room here to explain situation do ill just keep it short horrible customer service and service they offer even down to their senior vp persona and attitue also real quick to mouth you off and or not do their job correctly get angry and frustrated etc but as soon as you do it your the bad guy needless to say ill find a new bank then to let this one hold my money whole they profit from it

M&T Bank's computer is failing in math, and their customer service has failed as well. I contacted M&T Bank because I overpaid in escrow, and they want to overcharge me when the mortgage is not in default. I brought this to the M&T representative Sierra's attention, asked to be transferred to a specialist, but she said there is nothing they can do and hung up on me.

Got a forbearance on my VA home loan because had major surgery. They were basically bullying me to pay even though I was recovering. When that didn’t work they skipped a month of my forbearance but told me I was covered (I recorded the calls)then reported my payment late causing my credit score to drop 130 points.

Shannon Lazare promised they would roll over my ten year mortgage with them , but instead I get demand letter , never late always on time , wow this is the way they treat good customer s , I have 3 loans, what Shannon said to me really hurts we are looking out for best interest in the bank Wow really so screw your customer s !!!!!

Rude customer service and terrible billing department, bring your business elsewhere.

When you use Zelle through M&T they consistently flag it as fraud, then tell you they can’t tell you why it’s flagged as fraud, it’s an algorithm, and can’t do anything about it. So you have no access to your money or to use Zelle when you need to. This has literally happened to me at least 10 times easily in months. So how do I know the algorithm isn’t because of race age or something else? Zero help when you call in. Zero answers and zero professionalism and these are the people holding your money. Use a different bank. Honestly they’re the worst.