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11/27/2023 - Mobile banking does not show the principal balance only the current payoff amount on a loan, very confusing. All other accounts in the summary show all transaction and balance information. Having had M&T loans in the past I was able to see my balance and payments without searching for them. Clients need to see principal and current loan payments made on the screen without waiting on a statement or making a phone call when they have access to the mobile banking app. I called M&T Bank customer service to assist and was passed around for 45 minutes for what should not even have been an issue. The last customer service rep said M&T has a new way of doing things and they will not add the principal balance to the information clients can view. I asked them to file a request to the IT department and was told no one would follow up with me. That is horrible customer service. Your mobile access page clearly states principal balance or payoff amount should be available to view in the loan section. The customer service staff is either unable or unwilling to assist. Which is it? Please add back the principal account balance in the main field where the payoff amount is in the main summary page and add all payments made within the loan summary. Please fix this.
Desired outcome: I would like the mobile banking app to show in the loan account summary the principal balance not the payoff amount and to add the payments that were made.
