{"id":"m-and-t-bank","page":"https://escalate.alexgaoth.com/#/c/m-and-t-bank","html":"https://escalate.alexgaoth.com/c/m-and-t-bank/","generated":"2026-10-15","company":{"id":"m-and-t-bank","name":"M&T Bank","aliases":["m&t","m and t bank","mtb","manufacturers and traders trust company","m&t bank corporation"],"sector":"bank","parent":"M&T Bank Corporation","website":"https://www.mtb.com","official_domains":["mtb.com"],"security":{"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"regulators":["cfpb","federal-reserve"],"notes":"M&T Bank's bank is Manufacturers and Traders Trust Company, a New York state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 588, regulator FED). On the M&T fraud FAQ page the displayed number 1-800-724-2440 has a tel: link to 1-800-790-9130; use the displayed number.","channels":[{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"id":"lost-stolen-card-phone","type":"phone","label":"Report a lost or stolen M&T debit or credit card","value":"+1-800-724-1552","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"Replace a card (credit card customers)","value":"+1-866-279-0888","purposes":["unauthorized_charge"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"business-phone","type":"phone","label":"Replace a card (business banking customers)","value":"+1-800-724-6070","purposes":["unauthorized_charge"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"online-lost-card","type":"app","label":"Report a lost or stolen card in Online Banking or the M&T Mobile App","value":"Online Banking > Services Menu > Report a Lost or Stolen Card (app - Card Services > Report a Lost or Stolen Card)","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"telephone-banking-phone"},{"rung":"written_complaint","channel":"card-error-mail","note":"For debit card errors. M&T publishes no general complaint address."},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"federal-reserve"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"transaction_dispute","summary":"Report a debit card error right away by phone or in writing; M&T may give provisional credit in as little as 2 hours or up to 10 business days.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"Call the Telephone Banking Center and report the error.","channel":"telephone-banking-phone"},{"do":"Or write to the error address with your name, account number, the transaction and the amount.","channel":"card-error-mail"},{"do":"If M&T does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"If you think there is an error with a debit card transaction, M&T says to report it right away at 1-800-724-2440 or by writing to Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"},{"kind":"process","claim":"M&T says it may provide a provisional credit as soon as 2 hours, but it could take up to 10 business days.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"Report the card lost or stolen at once (24/7 by phone, Online Banking or app); locking the card is not the same as reporting it.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the lost or stolen card line, or report it in Online Banking or the app.","channel":"lost-stolen-card-phone"},{"do":"Report the unauthorized charges to the Telephone Banking Center.","channel":"telephone-banking-phone"},{"do":"If M&T does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"M&T will disable your old card and issue a new one right away when you report it lost or stolen.","issues":["unauthorized_charge"],"source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"}]},{"issue":"fraud","summary":"Call 1-800-724-2440 (24/7 for fraud) and forward phishing emails to phishing@mtb.com.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call M&T about fraud or identity theft on your M&T accounts.","channel":"telephone-banking-phone"},{"do":"Forward phishing emails to M&T.","channel":"phishing-email"},{"do":"Report to the FTC or the FBI's IC3, then complain to the CFPB if the bank does not act.","regulator":"cfpb"}],"facts":[{"kind":"contact","claim":"M&T says to notify it immediately at 1-800-724-2440 (24 hours a day, 7 days a week) if you believe you have been a victim of fraud related to your M&T accounts.","issues":["fraud"],"source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-and-protect-against-card-fraud","last_verified":"2026-10-13"}]},{"issue":"fee_reversal","summary":"M&T charges at most one $15 overdraft fee per day; check the exceptions, then ask for a reversal.","evidence":["statement showing the fee","transaction amounts","whether you opted in to debit card overdraft"],"steps":[{"do":"Check the exceptions - items under $5, a second fee on the same business day, or ATM and everyday debit card overdrafts you did not opt in to."},{"do":"Call the Telephone Banking Center and ask for the fee to be reversed.","channel":"telephone-banking-phone"},{"do":"If the fee breaks the stated rules and M&T refuses, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"fee","claim":"M&T charges an overdraft fee of $15 per day (maximum of one fee per day) on personal checking, even if several transactions overdraw the account.","issues":["fee_reversal"],"source":"https://www.mtb.com/personal/checking-accounts/understanding-overdrafts","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T does not charge the overdraft fee if the item is less than $5, if the account was already charged an overdraft fee that business day, or if the overdraft came from an ATM or everyday debit card transaction you did not opt in to. A declined NSF transaction has no fee.","issues":["fee_reversal"],"source":"https://www.mtb.com/personal/checking-accounts/understanding-overdrafts","last_verified":"2026-10-13"}]}],"known_blockers":["Phone lines verify the account holder.","M&T publishes no general complaint mailing address or online complaint form on the pages checked."]},"playbooks":{"transaction_dispute":{"company":{"id":"m-and-t-bank","name":"M&T Bank","sector":"bank","website":"https://www.mtb.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Report a debit card error right away by phone or in writing; M&T may give provisional credit in as little as 2 hours or up to 10 business days.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"Call the Telephone Banking Center and report the error.","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"do":"Or write to the error address with your name, account number, the transaction and the amount.","channel":{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}},{"do":"If M&T does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"If you think there is an error with a debit card transaction, M&T says to report it right away at 1-800-724-2440 or by writing to Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"},{"kind":"process","claim":"M&T says it may provide a provisional credit as soon as 2 hours, but it could take up to 10 business days.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"For debit card errors. M&T publishes no general complaint address.","channel":{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"federal-reserve","name":"Federal Reserve Consumer Help","level":"federal","when_to_use":"Use for a complaint about a financial institution supervised by the Federal Reserve System. If you do not know the bank's regulator, Federal Reserve Consumer Help refers the complaint or tells you where to file, but filing directly with the bank's own regulator is faster.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Give a brief description with dates and names. Do not include account numbers or Social Security numbers, and do not attach documents.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Federal Reserve Consumer Help","value":"+1-888-851-1920","hours":"8 a.m. to 6 p.m. CST","notes":"TTY users can call through 7-1-1 relay service.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mailing address","value":"Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480","notes":"Fax 1-877-888-2520 is also listed.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The complaint is reviewed and forwarded to the appropriate regulator when applicable. The regulator contacts you if it needs more information.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"Filing directly with the bank's regulator is the most efficient way. Use FDIC BankFind to find the regulator; brokerage complaints go to FINRA and securities or crypto complaints go to the SEC.","source":"https://www.federalreserveconsumerhelp.gov/","last_verified":"2026-10-12"}],"notes":"An announcement shown from 2026-03-13 to 2026-12-31 asks consumers to file directly with the agency that oversees their institution. The site does not state a response time."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone lines verify the account holder.","M&T publishes no general complaint mailing address or online complaint form on the pages checked."],"security":{"official_domains":["mtb.com"],"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"M&T Bank's bank is Manufacturers and Traders Trust Company, a New York state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 588, regulator FED). On the M&T fraud FAQ page the displayed number 1-800-724-2440 has a tel: link to 1-800-790-9130; use the displayed number.","warnings":[]},"unauthorized_charge":{"company":{"id":"m-and-t-bank","name":"M&T Bank","sector":"bank","website":"https://www.mtb.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report the card lost or stolen at once (24/7 by phone, Online Banking or app); locking the card is not the same as reporting it.","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call the lost or stolen card line, or report it in Online Banking or the app.","channel":{"id":"lost-stolen-card-phone","type":"phone","label":"Report a lost or stolen M&T debit or credit card","value":"+1-800-724-1552","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"}},{"do":"Report the unauthorized charges to the Telephone Banking Center.","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"do":"If M&T does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"id":"lost-stolen-card-phone","type":"phone","label":"Report a lost or stolen M&T debit or credit card","value":"+1-800-724-1552","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"Replace a card (credit card customers)","value":"+1-866-279-0888","purposes":["unauthorized_charge"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"business-phone","type":"phone","label":"Replace a card (business banking customers)","value":"+1-800-724-6070","purposes":["unauthorized_charge"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"online-lost-card","type":"app","label":"Report a lost or stolen card in Online Banking or the M&T Mobile App","value":"Online Banking > Services Menu > Report a Lost or Stolen Card (app - Card Services > Report a Lost or Stolen Card)","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"M&T will disable your old card and issue a new one right away when you report it lost or stolen.","issues":["unauthorized_charge"],"source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"For debit card errors. M&T publishes no general complaint address.","channel":{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"federal-reserve","name":"Federal Reserve Consumer Help","level":"federal","when_to_use":"Use for a complaint about a financial institution supervised by the Federal Reserve System. If you do not know the bank's regulator, Federal Reserve Consumer Help refers the complaint or tells you where to file, but filing directly with the bank's own regulator is faster.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Give a brief description with dates and names. Do not include account numbers or Social Security numbers, and do not attach documents.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Federal Reserve Consumer Help","value":"+1-888-851-1920","hours":"8 a.m. to 6 p.m. CST","notes":"TTY users can call through 7-1-1 relay service.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mailing address","value":"Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480","notes":"Fax 1-877-888-2520 is also listed.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The complaint is reviewed and forwarded to the appropriate regulator when applicable. The regulator contacts you if it needs more information.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"Filing directly with the bank's regulator is the most efficient way. Use FDIC BankFind to find the regulator; brokerage complaints go to FINRA and securities or crypto complaints go to the SEC.","source":"https://www.federalreserveconsumerhelp.gov/","last_verified":"2026-10-12"}],"notes":"An announcement shown from 2026-03-13 to 2026-12-31 asks consumers to file directly with the agency that oversees their institution. The site does not state a response time."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone lines verify the account holder.","M&T publishes no general complaint mailing address or online complaint form on the pages checked."],"security":{"official_domains":["mtb.com"],"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"M&T Bank's bank is Manufacturers and Traders Trust Company, a New York state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 588, regulator FED). On the M&T fraud FAQ page the displayed number 1-800-724-2440 has a tel: link to 1-800-790-9130; use the displayed number.","warnings":[]},"fraud":{"company":{"id":"m-and-t-bank","name":"M&T Bank","sector":"bank","website":"https://www.mtb.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call 1-800-724-2440 (24/7 for fraud) and forward phishing emails to phishing@mtb.com.","evidence":["transaction details","messages from the scammer","FTC or police report number"],"steps":[{"do":"Call M&T about fraud or identity theft on your M&T accounts.","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"do":"Forward phishing emails to M&T.","channel":{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}},{"do":"Report to the FTC or the FBI's IC3, then complain to the CFPB if the bank does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"id":"lost-stolen-card-phone","type":"phone","label":"Report a lost or stolen M&T debit or credit card","value":"+1-800-724-1552","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"human_only","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"online-lost-card","type":"app","label":"Report a lost or stolen card in Online Banking or the M&T Mobile App","value":"Online Banking > Services Menu > Report a Lost or Stolen Card (app - Card Services > Report a Lost or Stolen Card)","hours":"24/7","purposes":["unauthorized_charge","fraud"],"access":"login","source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-a-lost-debit-or-credit-card","last_verified":"2026-10-13"},{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"facts":[{"kind":"contact","claim":"M&T says to notify it immediately at 1-800-724-2440 (24 hours a day, 7 days a week) if you believe you have been a victim of fraud related to your M&T accounts.","issues":["fraud"],"source":"https://www.mtb.com/homepage/explore-the-m-and-t-bank-help-center/discover-top-banking-tasks/how-to-report-and-protect-against-card-fraud","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"For debit card errors. M&T publishes no general complaint address.","channel":{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"federal-reserve","name":"Federal Reserve Consumer Help","level":"federal","when_to_use":"Use for a complaint about a financial institution supervised by the Federal Reserve System. If you do not know the bank's regulator, Federal Reserve Consumer Help refers the complaint or tells you where to file, but filing directly with the bank's own regulator is faster.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Give a brief description with dates and names. Do not include account numbers or Social Security numbers, and do not attach documents.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Federal Reserve Consumer Help","value":"+1-888-851-1920","hours":"8 a.m. to 6 p.m. CST","notes":"TTY users can call through 7-1-1 relay service.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mailing address","value":"Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480","notes":"Fax 1-877-888-2520 is also listed.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The complaint is reviewed and forwarded to the appropriate regulator when applicable. The regulator contacts you if it needs more information.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"Filing directly with the bank's regulator is the most efficient way. Use FDIC BankFind to find the regulator; brokerage complaints go to FINRA and securities or crypto complaints go to the SEC.","source":"https://www.federalreserveconsumerhelp.gov/","last_verified":"2026-10-12"}],"notes":"An announcement shown from 2026-03-13 to 2026-12-31 asks consumers to file directly with the agency that oversees their institution. The site does not state a response time."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone lines verify the account holder.","M&T publishes no general complaint mailing address or online complaint form on the pages checked."],"security":{"official_domains":["mtb.com"],"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"M&T Bank's bank is Manufacturers and Traders Trust Company, a New York state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 588, regulator FED). On the M&T fraud FAQ page the displayed number 1-800-724-2440 has a tel: link to 1-800-790-9130; use the displayed number.","warnings":[]},"fee_reversal":{"company":{"id":"m-and-t-bank","name":"M&T Bank","sector":"bank","website":"https://www.mtb.com","account_url":null},"issue":{"id":"fee_reversal","name":"Fee reversal"},"playbook_source":"company","summary":"M&T charges at most one $15 overdraft fee per day; check the exceptions, then ask for a reversal.","evidence":["statement showing the fee","transaction amounts","whether you opted in to debit card overdraft"],"steps":[{"do":"Check the exceptions - items under $5, a second fee on the same business day, or ATM and everyday debit card overdrafts you did not opt in to."},{"do":"Call the Telephone Banking Center and ask for the fee to be reversed.","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"do":"If the fee breaks the stated rules and M&T refuses, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"M&T charges an overdraft fee of $15 per day (maximum of one fee per day) on personal checking, even if several transactions overdraw the account.","issues":["fee_reversal"],"source":"https://www.mtb.com/personal/checking-accounts/understanding-overdrafts","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T does not charge the overdraft fee if the item is less than $5, if the account was already charged an overdraft fee that business day, or if the overdraft came from an ATM or everyday debit card transaction you did not opt in to. A declined NSF transaction has no fee.","issues":["fee_reversal"],"source":"https://www.mtb.com/personal/checking-accounts/understanding-overdrafts","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[{"id":"cfpb-late-fee-rule","title":"CFPB Credit Card Penalty Fees Rule ($8 late fee safe harbor, 2024)","citation":"89 FR 19128 (March 15, 2024) (Regulation Z, 12 CFR 1026.52(b))","jurisdiction":"us-federal","status":"vacated","summary":"The CFPB's 2024 rule would have set an $8 late fee safe harbor for card issuers that, with their affiliates, have one million or more open credit card accounts. It never took effect: a court stayed it in 2024 and vacated it on April 15, 2025. Do not cite an $8 late fee cap.","source":"https://www.consumerfinance.gov/rules-policy/final-rules/credit-card-penalty-fees-final-rule/","last_verified":"2026-10-12","status_note":"Stayed by the N.D. Texas court in May 2024 (Chamber of Commerce v. CFPB, No. 4:24-cv-00213) and vacated by that court on April 15, 2025 at the CFPB's request after a settlement. The CFPB rule page (last modified June 3, 2024) still says only \"stayed\"; the vacatur date comes from an April 15, 2025 American Bankers Association report, a plaintiff in the case. The current Regulation Z text has no $8 safe harbor.","do_not_cite":"This rule is not in force. Do not cite it as current law."},{"id":"cfpb-overdraft-rule","title":"CFPB Overdraft Lending Rule for Very Large Financial Institutions (2024)","citation":"89 FR 106768 (December 30, 2024); disapproved by Pub. L. 119-10 (S.J. Res. 18)","jurisdiction":"us-federal","status":"repealed","summary":"The CFPB's December 2024 overdraft rule for very large financial institutions (scheduled effective October 1, 2025) was disapproved by Congress under the Congressional Review Act on May 9, 2025 and has no force or effect. Do not cite it. The older Regulation E opt-in rule for ATM and one-time debit card overdraft fees remains in force.","source":"https://www.govinfo.gov/content/pkg/PLAW-119publ10/html/PLAW-119publ10.htm","last_verified":"2026-10-12","status_note":"Not a court vacatur: Congress disapproved the rule under the Congressional Review Act (Pub. L. 119-10, May 9, 2025), so it never took effect and \"shall have no force or effect\". The CFPB rule page (last modified July 2, 2025) still lists it as a final rule with no status note. What remains in force: the Regulation E overdraft opt-in rule (12 CFR 1005.17) and the account agreement.","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"For debit card errors. M&T publishes no general complaint address.","channel":{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"federal-reserve","name":"Federal Reserve Consumer Help","level":"federal","when_to_use":"Use for a complaint about a financial institution supervised by the Federal Reserve System. If you do not know the bank's regulator, Federal Reserve Consumer Help refers the complaint or tells you where to file, but filing directly with the bank's own regulator is faster.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Give a brief description with dates and names. Do not include account numbers or Social Security numbers, and do not attach documents.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Federal Reserve Consumer Help","value":"+1-888-851-1920","hours":"8 a.m. to 6 p.m. CST","notes":"TTY users can call through 7-1-1 relay service.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mailing address","value":"Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480","notes":"Fax 1-877-888-2520 is also listed.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The complaint is reviewed and forwarded to the appropriate regulator when applicable. The regulator contacts you if it needs more information.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"Filing directly with the bank's regulator is the most efficient way. Use FDIC BankFind to find the regulator; brokerage complaints go to FINRA and securities or crypto complaints go to the SEC.","source":"https://www.federalreserveconsumerhelp.gov/","last_verified":"2026-10-12"}],"notes":"An announcement shown from 2026-03-13 to 2026-12-31 asks consumers to file directly with the agency that oversees their institution. The site does not state a response time."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["Phone lines verify the account holder.","M&T publishes no general complaint mailing address or online complaint form on the pages checked."],"security":{"official_domains":["mtb.com"],"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"M&T Bank's bank is Manufacturers and Traders Trust Company, a New York state-chartered bank that is a member of the Federal Reserve System (FDIC BankFind cert 588, regulator FED). On the M&T fraud FAQ page the displayed number 1-800-724-2440 has a tel: link to 1-800-790-9130; use the displayed number.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"telephone-banking-phone","type":"phone","label":"M&T Telephone Banking Center (Contact Us); fraud on M&T accounts, transaction errors","value":"+1-800-724-2440","hours":"Mon-Fri 6am-9pm, Sat-Sun 9am-5pm ET; fraud reporting 24 hours a day, 7 days a week","purposes":["fraud","unauthorized_charge","transaction_dispute","fee_reversal","frozen_funds","identity_theft","poor_service"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"For debit card errors. M&T publishes no general complaint address.","channel":{"id":"card-error-mail","type":"mail","label":"Written notice of a debit card transaction error","value":"Manufacturers and Traders Trust Company, P.O. Box 767, Buffalo, NY 14240-0767","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.mtb.com/personal/debit-card/faqs","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"regulator","regulator":{"id":"federal-reserve","name":"Federal Reserve Consumer Help","level":"federal","when_to_use":"Use for a complaint about a financial institution supervised by the Federal Reserve System. If you do not know the bank's regulator, Federal Reserve Consumer Help refers the complaint or tells you where to file, but filing directly with the bank's own regulator is faster.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint","value":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"Give a brief description with dates and names. Do not include account numbers or Social Security numbers, and do not attach documents.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Federal Reserve Consumer Help","value":"+1-888-851-1920","hours":"8 a.m. to 6 p.m. CST","notes":"TTY users can call through 7-1-1 relay service.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Mailing address","value":"Federal Reserve Consumer Help, PO Box 1200, Minneapolis, MN 55480","notes":"Fax 1-877-888-2520 is also listed.","source":"https://www.federalreserveconsumerhelp.gov/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The complaint is reviewed and forwarded to the appropriate regulator when applicable. The regulator contacts you if it needs more information.","source":"https://www.federalreserveconsumerhelp.gov/file-a-complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"Filing directly with the bank's regulator is the most efficient way. Use FDIC BankFind to find the regulator; brokerage complaints go to FINRA and securities or crypto complaints go to the SEC.","source":"https://www.federalreserveconsumerhelp.gov/","last_verified":"2026-10-12"}],"notes":"An announcement shown from 2026-03-13 to 2026-12-31 asks consumers to file directly with the agency that oversees their institution. The site does not state a response time."}},{"index":4,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["mtb.com"],"never_asks":[{"kind":"policy","claim":"M&T says it would never text you a hyperlink, and that it would not need to ask you for account information by text message.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"},{"kind":"policy","claim":"M&T says it and other legitimate businesses will never request your personal information unless you started the contact.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/fraud-faqs","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Phishing emails that look like M&T ask for account details, for example to award a prize or verify a statement, or ask you to click a link and enter sign-in credentials.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"kind":"policy","claim":"Work-from-home ads are a common way fraudsters recruit money mules, people who move illegally obtained money for others.","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}],"report_phishing":[{"id":"phishing-email","type":"email","label":"Forward suspicious emails that appear to be from M&T","value":"phishing@mtb.com","purposes":["fraud"],"source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"},{"id":"suspicious-contact-phone","type":"phone","label":"Report suspicious calls or emails, a compromised account or identity theft","value":"+1-800-724-2440","purposes":["fraud","identity_theft"],"access":"human_only","source":"https://www.mtb.com/security-center/how-we-protect-you/fraud-prevention/general-tips","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":19},"verified_from":{"page":19},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 19 sources are the organization's own pages or government sites.","dossier_last_verified":null},"dossier":null,"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}