M&T Bank in Westminster, Maryland

Disappointed, honestly. They were so much better than BOFA at the start. BUT, now I've been hung up on twice by the call center people. Spend more than 45 minutes on hold, and then to be hung up on without being helped. I won't promote you anymore unless you at least make an effort.

Kudos to Miss Flore. She helped my daughter open her first checking account. She was kind and personable. She treated my daughter like she was the most important person. Then, without taking away from my daughter's big moment, she told me we should look at refinancing my loan. She was able to save me a lot of money. And when my work hours made it impossible for me to get back to the branch to sign the paperwork - Miss Flore drove 20 miles round trip to bring me the papers. The personal touch she brings to her job is outstanding.

Just Hope You Don't Ever Need Help. Telephoned to try to get help with my account not online account and was told that they were "too busy" helping customers to help me also their customer. Told me to go online not an option at the time or call the 800 number for help - didn't even want to try to figure out what I needed and how they could help me. Having no other choice, I hung up and called the 800 number. Again, the online bank was NOT AN OPTION for me or my issue. I waited on hold for 15 minutes, then after explaining my issue, the representative solved the problem in less than 2 minutes. It turned out that the local Westminster branch could have taken care of this for me as well, but I'm guessing the 2 minutes of time required was too much to devote to a long time customer of the bank. Now shopping for a new bank for the family.