M&T Bank - Lockport (NY)

1 /5 Charity Artieri: I’m writing to express my deep dissatisfaction with the service my family and I recently received from Terri, the Assistant Branch Manager at your M & T Lockport branch. We came into the branch needing to make some important changes to an account, including adding a power of attorney. This account holds a substantial balance, and we expected to be treated with at least a baseline level of professionalism and empathy — particularly given we were dealing with a sensitive family matter. Unfortunately, from the moment we arrived, Terri made it clear she was bothered by our presence. She showed no empathy and repeatedly stressed that things would be "easier with an appointment," even though we were already there and simply needed help. To be clear, we understand the value of appointments — but when a customer with significant business is at your branch seeking assistance, the tone and approach should reflect a willingness to help, not a desire to push us out the door. Terri told us she would follow up if she received any updates, but after several days of no communication, we returned to the branch. At that point, we learned from Jennifer that Terri was on vacation — again reinforcing the impression that our needs were not a priority for her. Due to this poor experience and lack of basic customer service, we ultimately moved over substantial all funds to another institution. Learning that Terri holds a leadership role at the branch was even more disappointing, as her attitude sets a poor example for her team and reflects badly on your organization as a whole. We hope this feedback is taken seriously. At a time when another nearby branch had just closed, you would expect the remaining locations to be especially mindful of retaining customers — not driving them away. I would strongly recommend that others avoid dealing with Terri based on our experience. If you do choose to remain at this bank I would bank with Jennifer as she seemed helpful, caring and empathetic to what we had going on at the time

5 /5 Glory Rae: Go there everyday for work, never have any issues. Everyones very friendly, and they get through customers as quickly as they can.

1 /5 Salvatore Modica: So I opened my account online 2 weeks ago and deposited my paycheck, and after 3 business days of waiting for it to clear I decided to go in to the branch located at 5737 S Transit Rd, Lockport, NY 14094 were I was told by the rudest , Uncarismatic, and most unpleasant teller "you should have seen in the terms and conditions that there is a 5 day hold for all new customers ". After she basically told me that there is no way for me to access a dollar of my hard earned money I took out there email and explained that it didnt say that anywhere. I then asked what I needed to do to close my account since there was no way to access even a small amount of my funds and she said that she couldnt void or cancel my account until after my finds clear In 5 days. Long story short PLEASE READ THE TERMS AND CONDITIONS 2X before opening up an account especially if the money your depositing is needed for everyday living because you WONT BE ABLE TO ACCESS IT FOR 5 DAYS.

1 /5 Jewellianne W: Why bother having a drive-thru if you dont know how it works. Its not an extension of the line inside the bank, you take care of your drive-thru and keep it moving instead of taking care of one person at the drive-thru and than going back to your customer desk and working that line. We are in a hurry, the drive-thru is a line all its own, so when there are multiple cars in the drive-thru you need to have a person clear that line! It was 32 minutess before I got to the tube and there was only 2 people in front of me. That is horrible service! DO BETTER!

5 /5 Meryl Kornfeld: I am so impressed with the amazing customer service I have encountered at this branch!! Everyone is so kind and helpful.