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Business Profile

Bank

Eastern Bank

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Eastern Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Eastern Bank has 83 locations, listed below.

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    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 15 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/14/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bill *** transaction in the amount of $442.00 was sent as a physical check to Summit Estates Condo on 5/2/2024. ***************** has never received the check. There is no stamp on the back of the check from Summit Estates like in all other checks that Eastern bank sent to them, check is attached. Fraud investigation case was opened on 5/16/2024 at Eastern Bank, Swampscott branch since somebody else managed to cash this check without a signature. I have been in the branch office twice with no results. I have called Eastern Bank 3-4 times for 1 hour each time and each time they promised to call me back and never got back to me. Eastern bank refuses to return money back while they're not finished with fraud investigation. They don't give timeline of when investigation is going to be complete and money returned. Meanwhile I had to send new check to the Summit Estates.

      Customer Answer

      Date: 06/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***************************

    • Initial Complaint

      Date:06/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I transferred *** funds to an eastern bank cd. When the CD matured I asked to fill out a transfer form to send those funds to another bank. They claimed that although they accept the transfer forms to fund an account, they did not use them to transfer funds to another bank, I visited two branches and spent hours trying to work out the details. They did not accommodate me and created a taxable event. They didnt charge me an additional $50 for the check that they gave me.

      Business Response

      Date: 06/07/2024

      Response attached above

    • Initial Complaint

      Date:05/31/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Eastern. ***** ***************** Inhales. Dies Not take. Care. Of. Its. Car. Loan customers. Call. Me. Their. Rep. ********* Sera no. Is. Useless. Pull. You. Money. Out. Customers and. Find. A. ******* ***** They. Stink!!

      Business Response

      Date: 06/11/2024

      Good morning, 

       

      Please see attached for the bank's final response to the BBB complaint filed by ************, ID#********.

       

      Thanks, 

      ********************;

    • Initial Complaint

      Date:04/28/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      website changed and now I am unable to view current bank account activity for the entire month. Phone app also changed and I can't even view any accounts at all. cannot view or verify any transactions that have happened in the last 28 days.

      Business Response

      Date: 05/03/2024

      To whom it may concern,

      Please find attached the Bank's response to complaint ID number, ********.

      Sincerely,

      *****************

       

       

       

       

    • Initial Complaint

      Date:04/12/2024

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Eastern Bank recently changed its overdraft policy. I've followed the policy, depositing cash to keep my account from being overdrawn. Somehow, on 4/10/2024 I was charged one overdraft for a charge that was under the $50 grace ******* So, because that incorrect overdraft brought my account over -$50, On 10/11/2024, the bank then charged me another overdraft, just from the original wrong overdraft. So, the Bank is charging a overdraft fee on the overdraft fee. It's wrong! Also, the bank stated to me that they hide charges until the next day, causing overdrafts with no way of correcting it the same day, to avoid overdrafts. This banks overdraft policy is wrong and misleading, and now my ************ are suffering because of eastern banks incorrect & not to policy overdraft charges. I demand Eastern Bank fix there very broken overdraft policy and refund all the overdraft charges! Thank you. If Eastern Bank feels this is not correct, then they need to break down item for item my account and why I'm receiving overdrafts when my account isn't overdrawn! And also, why they're charging overdrafts on overdraft fees? Is wrong and HAS to be fixed!

      Business Response

      Date: 04/30/2024

      To Whom It May *************************** see the Bank's response attached. Please let me know if you have any questions.

      Sincerely,

      ********************;

      ************

       

       

    • Initial Complaint

      Date:04/07/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Between 03/29/2024 and 04/05/2024, Eastern Bank returned a total of 11 payments from my checking account ending in 8200 that I made to my *********** credit accounts (ending in 3812 and ending in 0728). I have used my overdraft to make payments to *********** before without issue. Anytime I have used overdraft, I have always paid it back. I'm well aware that Eastern Bank reserves the right to refuse to cover any overdraft purchase at any time, but whenever a transaction wasn't covered in the past, it would be declined immediately. That was not the case with these 11 payments. They were completed and processed and then somehow returned a day or sometimes days later. I've never had something like that happen before. Now, because of these returned payments, *********** is accusing me of fraud and has closed my two credit accounts which have always been in good standing. This affects my credit report, my relationship with ***********, and will negatively impact anything I do in my life going forward that involves my credit. I have had this Eastern Bank checking account for over a decade and it has always been in good standing. I've always deposited funds to cover overdraft charges and I've always paid my overdraft fees. I had no reason to believe these charges would be returned.

      Business Response

      Date: 04/17/2024

      Please see our attached response to ****************** complaint.  Please let us know if you have any additional questions.  

      Customer Answer

      Date: 04/17/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *********************************

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Eastern bank account was suspended and subjected for close January 20 2024 . Their reasoning for closing my account and kicking me out was suspicious fraudulent activity then I was told it was because I used my ************* to much. I was completely fine with being kicked out of the bank and simply requested my remaining balance back from my last paycheck . 3weeks past and I call frequently and no customer representative can provide me a tracking number for my paycheck of $993 sent to me since January 20 , 2024. Every single time I call I get the same type rubbish run around treatment and a story that truely doesnt add up. This has been an extremely frustrating,difficult situation for me.

      Business Response

      Date: 02/22/2024

      Good afternoon, 

       

      Please see attached for the Bank's response to complaint #********.

       

      Thanks,

       

      ***********************

      ************

    • Initial Complaint

      Date:02/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, my name is ********************* so Ive been in the negative for about eight months now and I cant seem to get out even though I have money in the bank its not what its showing I actually have so I go in the negative and then they start taking fees, an absurd amount of overdraft fees, I believe And every since that has happened, they have not wanted to work with me. Help me get out of the negative. Im getting nowhere with situation and I think its time that you guys step in and can give me a helping hand maybe get some of these overdraft fees refunded to me Because I believe some of them were falsely taken from the account its been going out for so many months so its really hard to tell you exactly again thank you and I hope to hear from somebody

      Business Response

      Date: 02/15/2024

      Good afternoon,

      Please see the attached response to the customer's complaint.

      Thank you, 

      Eastern Bank

    • Initial Complaint

      Date:01/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husbands bank (Eastern Bank) is claiming her recieved an over charge of $700 6 months ago. But if this was true why was the funds not removed or taken back over the last 6 months to make up for it? My husband then went to put his Christmas bonus in his account the Friday before . We waited and waited check never cleared. He went in today and spoke to the bank. The numbers they are reading to him do not make any sense. They kept the check because they told him he received $700 6 months ago that wasnt supposed to be in his account. As I said prior 6 months and no one noticed or said anything to him? And then the day he brought in the check since he cashed the check it went against his account? None of this makes any sense and I need someone to hold someone responsible. Money is hard enough these days to get and having a business pull it from our family?? They are doing their own investigation but I want an outside source to handle this. Please help!

      Business Response

      Date: 01/12/2024

      Good afternoon, 

       

      Please find the attached document for the Bank's final response.

       

      Thanks,

      ***********************
      Problem Resolution Team Lead
      Office of the President

      ************

    • Initial Complaint

      Date:10/25/2023

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      According to Title 15 USC 1681s-2 in protection of all consumers in a consumer transaction, third party corporations are not allowed to furnish private information without conspicuous language in the disclosure materials. You are in violation because you did not get nor provide me with any validation of these alleged debts anddidn't give me the opportunity to cure before furnishing them to the public.Please refer to attached document

      Business Response

      Date: 11/02/2023

      Good afternoon, 

      Please see attached for our final response. 

      Thanks,

      ***********************

      Eastern Bank 

    Eastern Bank is NOT a BBB Accredited Business.

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