Complaints
This profile includes complaints for Berkshire Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:04/08/2025
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- 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.
The bank is very actively advertising that you will receive a $300 bonus if you open a new checking account with Direct Deposit. I tried to use the banks online pinwheel system to set-up Direct Deposit with Social Security but after repeated tries, it kept getting an error message. In an effort to complete the qualifications, I went on to the Social Security website directly and transferred my direct deposit to the new Berkshire Bank account. Only after I did that, did I discover in their VERY fine print that in order to get the $300 Bonus, you have use the malfunctioning pinwheel online system to set-up the direct deposit - doing it directly through Social Security invalidates the bonus. So now..they have my new account, and my direct deposit and I get nothing. One week later, their pinwheel system still doesnt work. I think their promotion is deceptive.Business Response
Date: 04/22/2025
Berkshire Bank will contact the consumer directly to discuss further.Customer Answer
Date: 04/22/2025
Thank you. I will wait to hear from the bank. I will let you know if they resolve my issue.Customer Answer
Date: 04/28/2025
Complaint: 23172736
I am rejecting this response because: I never heard from the bank.
Sincerely,
***** *******Business Response
Date: 04/29/2025
Berkshire Bank will contact the consumer directly to discuss further.Customer Answer
Date: 04/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:04/01/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Car loan paid off requested lien release statement. First request 3-19 was told I should recieve by 3-21, didn't come .Called back said a mistake was made said they were sending it out 3-21. Waited until 3-28 called them back still no release!! Requested that they resend express mail they said they don't do that. Got a message 3-31 saying everything was taken care of. STILL NO RELEASE.Business Response
Date: 04/03/2025
Berkshire Bank will contact the consumer directly to discuss further.Initial Complaint
Date:01/30/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
On January 20th, '25 I received notice from Berkshire Bank (**) that my account was over drawn $72.51. I attempted to call to give them my ************ information to transfer the necessary fund. They would not accept a check over the phone (ACH), they would not accept my ATM Debit Card Number. I have my Pension Check directly deposited each month with Berkshire. Because of an overdraft of .51 cents; they have charged me a total of $139.00. as of this date. My pension arrived today in their bank - less the $139.00 (FOR A 51 CENT OVERDRAFT) this is UNJUSTIFIED GREED AT THE UTMOST!!!Business Response
Date: 02/25/2025
Berkshire Bank has received this complaint and has made contact with the consumer to address their concerns directly.Initial Complaint
Date:10/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
Berkshire bank locked my bank account and refuses to unlock it so I can withdraw my money. I have contacted them 3 times and they claim someone will call me back but no one has called me back They are not giving me access to my money.I want all my money returned to me and to close my accounts.Business Response
Date: 11/15/2024
Berkshire Bank will attempt to contact the consumer to discuss their complaint further.Initial Complaint
Date:08/21/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
So I called a couple months ago to Customer Service and they gave me a fax number in an email one or the other. I forget to send the information in since I was the beneficiary on the account now yesterday I call that accounts closed and I'm no longer the beneficiary. Its been Wiped clean. I had called because I misplaced everything. They had also told me to write a letter and stuff with my information so they could get everything transferred over and that was two months ago. Now nothing! There is money left in that account and where did it go because they're saying zero. When I called a couple months ago, I told him I thought there was fraudulent on my moms account because when I got my mother, there is handwriting in the checkbook that did not match my mom and it was in the 1400s of the checks, but the checks that were in the checkbook were in the 1900s. My mom is *********************************. Her date of birth is ******** *** ****. This needs to be resolved ASAP because I know for a fact I was the beneficiary because when we called when my mom was alive, they stated it to us and when I called two months ago, they confirmed it And yesterday its gone. When I spoke to the Customer Service people two months ago, I want to say they said it was around $675 so where did it go? Why was my name taken off after she was dead?Business Response
Date: 09/09/2024
Good morning,
In reviewing this complaint further we cannot provide further information to this consumer as they are not listed on the account for which they've indicated. We are reviewing the account details further to see if there is another individual present (account holder or beneficiary) for which we can make contact. Please let us know how to appropriately respond to this consumer as they are current a non-customer of **********************.
Thank you,
*************************
SVP, Compliance
************
Initial Complaint
Date:08/05/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- 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 have been a customer since they moved to our town. Apparently the bank sold our branch of Berkshire Bank to ********************************************* never notified me. I'm in ******* for the summer vacationing and went to use my debit card and it was rejected. I started to get upset since I checked the balance the date before and it had the expected balance. I tried to login, hmm maybe it a tech problem? No, I found out after searching the internet that they sold to another bank after some issues with ** state. I don't watch the news, so I didn't see a**thing about the sale. Oh wonderful, I cant access my money. I filled the instructions I got from another person to sign up for a GFN account. I did as told, I have o access to a** funds, since it is my main account. I also lost all of my payees in bill pay since I didn't get a**thing electronically. Berkshire should have notified me electronically they have my email my phone number and I used their app, a banner or notification never appeared, if I was rich I would see them for something. My bills are starting to bounce and I don't have access to a** other accounts. I cant pay my bills, I cant get home until I have access to my account I'm 20 hours away. Tell about a cluster. Berkshire should be held accountable for all charges Im accruing from my bill pay. I don't know how to deal with this legally. I literally didn't know until my card was rejected.Customer Answer
Date: 08/05/2024
No apologies necessarily, but I would appreciate my fees being reimbursed and my credit score adjusted if it affects it. Its still early in the process so I don't know how much it will cost yet. I'd also like the explanation as to why I wasn't notified digitally.Business Response
Date: 08/13/2024
Berkshire Bank is in receipt of this complaint and will reach out to the consumer directly to discuss further.
Customer Answer
Date: 08/19/2024
Sorry I don't have time or the emotional where with all to deal with this anymore, sorry I have PTSD Anxiety and Social Phobia. Talking on the phone triggers me. Phone communication isn't going to work. I guess I need to drop it. Thanks for your effort, my payees for bills didn't charge me, they said they understood. Berkshire will not be able to reach me by phone. I don't answer the phone or call others on the phone unless it's an emergency. Since this doesn't qualify as an emergency I am dropping it it's not worth my emotional health to talk with them.Initial Complaint
Date:07/22/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- 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 have banked here for 25 years. Over time I've moved more and more money to other banks because Berkshire feels like its stuck in the 1990s. Recently, I deposited a check but also had three charges. Despite them all posting the same day, they put the check last so they could charge me three $37 overdraft fees. I was recently hospitalized and cant get to a branch so apparently that means they cant be decent and not ***** me out of every dime they can. Its appalling how little they care about customers. They're worse than the massive corporate banks but claim to be a community bank. The fees are obscene.Business Response
Date: 08/08/2024
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.Customer Answer
Date: 08/08/2024
Complaint: ********
I am rejecting this response because: they don't do anything except try to avoid transparency. Your customers should be privy to how you operate.
Sincerely,
*******************Business Response
Date: 08/13/2024
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.Customer Answer
Date: 08/13/2024
Complaint: ********
I am rejecting this response because: this bank refuses to be accountable to customers and prefers vague non-responses to ensure they never have to actually do anything. Unbelievable. They continue to move backwards and are so far from competitive now because they refuse to actually get with the times. Customers are very tech-savvy, and they want banks that have good technical infrastructure, transparency on social media, and the ability to take responsibility in this economic climate.
Sincerely,
*******************Business Response
Date: 08/15/2024
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.Customer Answer
Date: 08/27/2024
Havent been in touch yet - I followed up last week but the person was OOO.Initial Complaint
Date:07/17/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- 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.
On July 15 I paid my Credit card bill and a day later I was charged again. I called the credit card company to cancel the payment and they told me I had to have the bank cancel it. Berkshire bank refused to cancel my payment for less than $35. As a 10+ year customer its outrageous that they charge almost the whole $50 payment to cancel a $50 charge. They cannot honor me or do anything to help the hardworking customer. Berkshire Bank will repeatedly charge you small fees and squeeze money out of you. They will go out of their way to ***** you over. Berkshire Bank is a scam. They double charge you and than charge you again to cancel the payment. What a jokeBusiness Response
Date: 07/25/2024
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.Initial Complaint
Date:04/17/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- 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 received an offer from Berkshire Bank. It required a few items to be completed and the bonus/reward was $200.These items included - opening an account by 11/30/2023 - using the debit card 15 times by 1/30/2024 - making at least 1 direct deposit by 1/30/2024 I completed 2 of the 3, with the exception of the account opening. But I tried to open my account on 11/20/2023. I have opened other bank accounts which take either 1 day or are immediately granted opening.I find it suspicious that this account was not open or approved until AFTER 11/30/2023. Why would it take more than 10 days to open a simple bank account?I feel I should receive the $200 sign up bonus.Business Response
Date: 05/10/2024
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.Initial Complaint
Date:12/13/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- 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 originally opened a no-fee acct. commercial checking acct. for my small black owned painting business. I've had this account for a number of years and just this year, I noticed that the bank started charging fees on a monthly basis in the amount of $9.95/mo. Fee were charged to my acct. since Feb, 2023. The high monthly fees have eaten up a good bit of my small business checking balance. I called to inquire about this and ask for a concession or change of account to lower the fees but rep in no way provided any solutions and said they no matter what category I fall into, race, religion, branch, community etc, there will no exceptions made. I thought this was rude. I live in an underserved community and I'm tired of these big bank taking advantage and using predatory and bait and switch to disempower and take advantage of blacks and people of color in low income communities. I want a refund of these fees and proper disclosure of when their policies changed to impose these fees.Business Response
Date: 01/02/2024
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.Customer Answer
Date: 01/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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