M&T Bank Reviews

Over 24 hours later - I can’t even get a confirmation that the check was received, or what typical processing timelines look like! All I received was attitude from the customer service representative, saying he couldn’t answer that, and I’m covered by my contract with the buyer purchasing the vehicle I have a loan on. Basically, customer service reps are no help at all and infer you are inconveniencing them by calling and asking questions. This is not a bank I’d recommend to anyone. Stay far away if you have any other option - to include paying slightly higher interest rates from a financial institution that actually takes care of their customers. Post script: I’ve never written a negative review on any financial institution before this but have felt compelled to after this final experience.

Customer service has also been difficult. Calls take much longer than expected, with repeated verification questions compared to other banks I’ve dealt with. More importantly, I’ve received inconsistent information from representatives. For example, I recently made a payment and called within about 10 minutes to ask that it be applied to the principal. I was told you can't do it because it was “too late,” even though the payment hadn’t fully processed yet. Then I was advised that next time I should specify that the payment is for principal only when submitting it.

However, when I followed up today, I was given a completely different process—told to go online, print a special form, and mail it in with a check. This contradicts what I was previously told and makes a simple request unnecessarily complicated. Additionally, being on the West Coast makes things harder, since there are no local branches or partner locations where I can handle payments in person. Overall, the lack of clarity, inconsistent guidance, and limited accessibility make this bank very difficult to work with. I would not recommend it to anyone, especially for customers who value straightforward processes, reliable customer support and their time.

Called Walmart fraud dept. several times to try & find out what items were purchased to see if they were placed for sale on social media & whether M & T Bank contacted them & they, expectedly, would not release any information. Called the bank once again to find out the status of my “alleged” dispute, once again, to no avail. Please do your diligence when choosing a bank. M & T Bank should not be on your list.

From the outset of the transaction, I was assured by Mr. ** 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. ** 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