I'm moving to a new region and one company that my mortgage broker told me to look into was M&T Bank. My broker is not licensed in my new location, but they still gave me some advice and said to talk to them about what they could offer me. I decided to take the advice when I had some free time at lunch and went ahead and called the company. It took me a bit of time to get through the directory and to a real person. It's clear that they prefer people to use their website instead of calling for customer service.
When I called, an automated assistant said, "Welcome to M&T Bank. All calls may be recorded so that we can deliver a better experience to our customers. Now, what can I help you with? For account information, press 1. Lost or stolen card, press 2. Help me log in or press 3. Open a new account, press 4. For branch locations, press 5. Mortgage questions or press 6."
I chose mortgage since that was the obvious answer, and after a brief welcome to the M&T Mortgage department, I had to listen to a disclaimer that M&T is a debt collector. That obviously didn't relate to my situation but there was no way to skip the message. Then finally it said, "To make a payment press 1. For additional options, remain on the line." I stayed on the line, and then it pushed once again for automated services stating, "M&T offers an array of services via their automated service such as making a payment, generating a pay-off letter, and more. Would you like to proceed with M&T’s automated service or talk to a customer service agent?"
I said customer service agent and then I was put on hold. During the hold from time to time, I was once again reminded that I could go online. About ten minutes late though, I was finally able to talk to an agent.