Consumer complaint received 2026-07-08 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Payment process
Company: M&T BANK CORPORATION
State: CT

Complaint narrative:
I am filing this complaint regarding M & T BankXXXX mobile banking application outage and the banks failure to provide a clear explanation, resolution timeline, or adequate customer communication. I have been experiencing issues with M & T BankXXXX mobile application being unavailable. I first reported the issue to M & T Bank on [ insert date ]. However, based on my experience and repeated attempts to access the application, I believe this problem has existed for approximately XXXX month. The application outage has prevented me from reliably accessing my banking services through the mobile platform. Despite reporting the issue, I have not received a clear explanation of the cause of the outage, the expected resolution date, whether the issue is affecting other customers, or what corrective actions M & T Bank is taking. I am concerned that a banking institution can have a major customer-facing digital service unavailable for such an extended period without providing adequate communication or transparency to affected customers. Customers rely on mobile banking access for account monitoring, transactions, and timely financial management. I am requesting that M & T Bank provide : XXXX. A written explanation of the cause of the mobile application outage. XXXX. The date the issue was first identified by M & T Bank. XXXX. An explanation of why the issue has remained unresolved for an extended period. XXXX. A timeline for full restoration of the mobile application. XXXX. Details of any alternative access methods provided to customers during the outage. XXXX. An explanation of what measures M & T Bank is implementing to prevent similar prolonged outages in the future. I request that the CFPB review whether M & T Bank has adequately handled this operational issue and whether the bank has met its obligations to provide reasonable access, communication, and support to its customers. I am requesting a formal response from M & T Bank addressing these concerns. DURING THE PHONE CALL I ASKED THE XXXX BY THE NAME OF XXXX IF HE CAN REPRODUCE THE SAME ERROR XXXX GETTING HE SAID YES ON A RECORDED LINE ==== EMAIL SENT TO BANK ===== XXXX XXXX XXXX XX/XX/year>, XXXX ( XXXX hours ago ) to XXXX, XXXX, XXXX, XXXX, ir Hello, I am writing to formally escalate a serious issue regarding my M & T Bank XXXX account access and payment capability. For more than XXXX month, I have been unable to complete the online registration process required to access my mortgage account and make payments. Despite multiple attempts to resolve this issue, the problem remains unresolved. Today, I contacted M & T Bank customer support from XXXX AM to XXXX XXXX XXXX ( approximately XXXX minutes ). During this call, I explained that I was unable to access the online mortgage payment system. A technical support ticket was created under ticket number XXXX, but the issue was not resolved and I was advised to wait for further assistance. This situation is extremely concerning because mortgage payments are time-sensitive financial obligations. A customer should have a reliable method to access their account and make payments, especially when the issue has persisted for an extended period of time. A system failure lasting more than a month raises concerns regarding incident monitoring, escalation procedures, and customer impact management. I am requesting the following : Immediate assistance providing a working method to make my mortgage payment while this technical issue remains unresolved. Written confirmation that no late fees, penalties, negative credit reporting, or other adverse consequences will result from this M & T Bank system/access issue. Immediate escalation of ticket XXXX to the appropriate technical and management teams. A clear timeline for when the online registration issue will be fully resolved. I am copying Investor Relations because this matter involves more than an individual customer service issue. A prolonged failure affecting customers ' ability to access mortgage payment services represents a potential operational resilience and customer-impact concern for a publicly traded financial institution. I have maintained records of my attempts to resolve this matter, including my support call details and ticket reference. I respectfully request a prompt response and resolution. Thank you,

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation