Complaints

This profile includes complaints for Rockland Trust Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rockland Trust Company

  288 Union St Rockland, MA 02370-1803

• 

  Rockland Trust Company

  35 Lyman St Westborough, MA 01581-1428

• 

  Rockland Trust Company

  967 Grafton St Worcester, MA 01604-2003

• 

  Rockland Trust Company

  14 Hastings St., Rte 16 Mendon, MA 01756

• 

  Rockland Trust Company

  Worcester, MA 01603

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.

• Initial Complaint

  Date:04/18/2025

  Type:Service or Repair Issues
  Status:

  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 for 20+ years. Lately, I have been having issues with various branches. I have been asked for a photo ID to make deposits during recent visits (strange); I have never had an ID requested from any banking institution to make a deposit. More importantly, I visited this particular branch on April 14, 2025, to make a deposit. A deposit was made; I exited the branch but noticed there was no account balance on my deposit receipt. I returned to the same teller, requesting my account balance. The teller requested a photo ID. I handed her my Massachusetts driver's license; however, it had expired a week earlier. I had already started the renewal process and set an appointment at the *** to have my picture retaken as required for this specific renewal. The earliest appointment was set for the end of April. However, I brought my current US passport with me, anticipating an ID request. The bank would not accept my passport. They informed me that they did not accept US passports as a form of ID from customers. I unsuccessfully contested this idea with both the teller and the assistant manager. Afterwards, I ***eatedly reached out to customer service for clarification, initially receiving a negative response. Finally, a *** *** indicated that the US passport was acceptable, and she would contact the branch. On April 16th I received a call from the "branch manager," ***** **** telling me they DO NOT take US passports as an acceptable form of ID. Back to square one. I have been unsuccessful in receiving any helpful communication regarding this issue from Rockland Trust. I don't believe this practice is appropriate. So, basically, I cannot transact business (access my funds, etc.) until I receive my renewed driver's license?!

  

  Business Response

  Date: 04/21/2025

  Please note that Rockland Trust takes all complaints seriously.  We will
  thoroughly investigate this complaint, and if we can verify the complainant,
  ******* ******, then the Bank will provide a response directly to the
  complainant.  However, we will not be able to provide a written response
  to the BBB as banks are prohibited by Federal and State privacy laws form
  acknowledging relationships with customers, or disclosing customer information
  to third parties, including but not limited to the BBB.

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Crystal

  Rock Trust's response to investigate the incident is not relative to the issue at hand. I am simply asking for clarification and confirmation in writing on their  policy that was quoted to me by their staff that Rockland Trust does not accept US passports as a form of identification for banking transactions. If that is, in fact a policy. It doesn't matter what particular circumstances led to this information I received from their staff members. The issue at hand is the fact that I am being hindered in transacting business regarding my own funds, due to this quoted policy.

   

  

  Business Response

  Date: 04/24/2025

  Rockland Trust has responded directly to the consumer on April 23, 2025, as stated in our first response. We consider this matter closed. 

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service Issues
  Status:

  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 member of this bank for probably over 10 years. I recently was hit with over seven overdraft fees because this bank doesnt protect its members instead they are scamming them out of overdraft fees left and right!!!!! stop charging the card that was compromised! B . I have called to Request the charges be removed because THEYYYYYY allowed these charges to post to the account on amounts that were lower than the $35 overdraft fee. The transactions shouldve never been allowed to go through! *** are you guys protecting me. And they never send me any mails to my mailing address. They just kept collecting their $35, well guess what Im not rich and I want my money back immediately, I never authorized for these transactions to go through because the card was compromised and was lost. I have reported the card lostand Im asking that all the overdraft fees be removed as Rockland Trust should have never allowed anything past one overdraft fee. This is a scam! I this is extortion And I will never refer any of my clients friends or family to hear if these charges are not removed immediately I am Considering to close my bank account here. I wouldnt support this bank any more If this isnt fixed immediately and I was thinking about refinancing my properties with Burlington ma location but I think Im gonna skip on that because they rather scam me out of $35 for a five dollar charge 10x! What a paycheck for rockland trust. You guys are taking my money but somehow Im paying overdraft on a compromised account!!! INCREDIBLE!!!

  

  Business Response

  Date: 03/06/2025

  Please note that Rockland Trust takes all complaints seriously. We will thoroughly investigate this complaint, and if we can verify the complainant, ******* *****, then the Bank will provide a response directly to the complainant.  However, we will not be able to provide a written response
  to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers, or disclosing customer information to third parties, including but not limited to the BBB.

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

   

   

  Its so funny that this bank is now thinking of my best interest when it comes to responding on here, but you guys didnt have my best interest in my safety at heart when I was overdrafted seven overdraft fees this bank has overdrafted me knowing the card was compromised. They allowed 7+ overdraft fees to occur, if the card is compromise and theres no money in there. Why would you guys allow overdraft fees to hit? Theres no money in the account! Hello? Refund me all the overdraft fees you guys fraudulently stole. I love when you guys say federal law, well FK federal law shouldnt have charged me all these **** over draft fee  ether. Make it make sense people! When its convenient to protect me you dont, you just disclosed my name but how are you protecting me? I didnt even disclose my full name. On here. Refund me my money! Immediately 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 03/25/2025

  As of today, March 25, 2025, Rockland Trust has thoroughly investigated this complaint and provided a response directly to the complainant. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  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 February 21, 2025 my fiance deposited a check into my bank account. He is not on it. We tried to add him years ago, they didn't allow it. We deposited the check, I got a phone call on February 24,2 025 from a different branch of Rockland (Stoughton branch) and the woman told me that he needed to sign an endorsement paper in order for the check to clear. He immediately went in and signed it. The man, who is the manager of the East Wareham branch, told him that it would clear within 30 minutes of him putting the paperwork through. I was also told it could take up to five days. So I waited patiently and finally called today. Nobody has any idea what is happening. I've spoken to two different people at the ************ branch, I've spoken to customer service and every single person just keeps saying they will call me back. The money is there, it's cleared, they just have a hold on it and will not give me a clear indication as to when the hold will come off. I've asked several times. I just want the hold lifted so we can have access to our money. At this point we don't even want to use Rockland as our bank and I've had them for 10+ years.

  

  Business Response

  Date: 02/28/2025

  Please note that Rockland Trust takes all complaints seriously.  We will thoroughly investigate this complaint, and if we can verify the complainant, ****** *******, then the Bank will provide a response directly to the complainant. However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers, or disclosing customer information to third parties, including but not limited to the BBB.

• Initial Complaint

  Date:01/02/2025

  Type:Billing Issues
  Status:

  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.

  Verbally. After. $1226. Fro. My. ****. Which. A. Senior manager. Sitting. In. The. Office. Straight bin. The. Back. Assured Me My Reimbursement. By Would. Per. Provided. As. It. Would. Be. Investigated. On. Old. ****. Hacked. ****. You. Bank Rockland Trust. ******** Thru a. ****. You. Bought. Peoples. Savings. ****. Your. Rep. ***** To m. To. Me And Fraud. ***** There. At. Rockland. Was. Inept. In. Coding. With. Another. ****. I. Never. Had a. Credit. Card acct. Worth. *******. ****. Of. *****Who. claims. Now. I owe Them. $3000. Mass. Banking. And. Comm. Of. Mass. At. Notified them!! Please *************** There. Make BA. Executive. Decision ********

  

  Business Response

  Date: 01/02/2025

  Please note that Rockland Trust takes all complaints seriously.  We will
  thoroughly investigate this complaint, and if we can verify the complainant,
  ********* ****, then the Bank will provide a response directly to the
  complainant. However, we will not be able to provide a written response
  to the BBB as banks are prohibited by Federal and State privacy laws form
  acknowledging relationships with customers, or disclosing customer information
  to third parties, including but not limited to the BBB.

• Initial Complaint

  Date:12/21/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  Rockland trust is the WORST bank in the entire world. I have had nothing but problems since I started banking with them. Whenever I travel my bank blocks me from any transactions. Their customer service is terrible so gaining access to the debit card is not easy. I will be switching to another bank but need someone to know that there could not be a worse banking experience. I never have access to MY money. As someone who travels this isnt the bank for them. I am now completely out of money as Im out of state and my card doesnt work. Thanks Rockland Trust!!!! You ruined the holiday season like you ruin every other trip. Make this right and ensure I wont go through this again or you can lose a customer.

  

  Business Response

  Date: 12/23/2024

  Please note that Rockland Trust takes all complaints seriously. We will thoroughly investigate this complaint, and if we can verify the complainant, ******** *****, then the Bank will provide a response directly to the complainant. However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers, or disclosing customer information to third parties, including but not limited to the BBB.  

  Customer Answer

  Date: 12/31/2024

  [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:09/24/2024

  Type:Billing Issues
  Status:

  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.

  In December 2023 my checking account was hacked. I called the number on the back of my debit card. I was told they would put a hold on the account and was instructed to go to the local bank on Monday as this was on the week end. My wife and I met the local bank manager and he said we should open a new account and he could take care of everything including our $1,000 over draft protection. We signed the paper work and received new debit cards and a new checking account . Everything seemed fine until I checked our credit and we saw that our credit scores were much lower especially the Equifax report. The report showed we had not paid Rockland Trust $25 and it was still owed to them . I went to the local bank that now had a new manager and asked him how we could possibly owe the bank any money . All our income came into that bank, we had a savings account there and we had overdraft protection. Aside from all that we never received a bill claiming we owed Rockland Trust any money . I was assured by the new manager he would call the loan department and get it corrected . Now several months have gone by and it still shows we missed a payment to Rockland Trust. I went back to the local bank and spoke with the manager and he said the problem was being looked at we should have an answer but might take a little time. After several weeks I went back to the local bank and the manager did not seem to remember our previous conversations and said he would look into it . That was last week and I have not heard from the him.

  

  Business Response

  Date: 09/24/2024

  Please note that Rockland Trust takes all complaints seriously.  We will thoroughly investigate this complaint, and if we can verify the complainant, ****** *********, then the Bank will provide a response directly to the complainant.  However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers,or disclosing customer information to third parties, including but not limited to the BBB.  

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising Issues
  Status:

  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 had overdrawn my account at ******************** by mistakenly paying a credit card with the wrong bank account and it was recently closed due to limited activity and sent into collections. I would have gladly resolved this error and sent the additional funds if I was aware of it. I received no notification of any kind despite providing an email, mail address and phone number. Also, I had submitted an address change to Rockland Trust and they still sent the notifications to my old house instead of the new address. In addition, Rockland charged me an additional $70 in fees. **************** was no help. In fact, they were going to drop the fees but could not due to system limitations. If Rockland had properly notified me of my error I would have gladly resolved it.

  

  Business Response

  Date: 09/17/2024

  Please note that Rockland Trust takes all complaints seriously.  We will thoroughly investigate this complaint, and if we can verify the complainant, ****** *****, then the Bank will provide a response directly to the complainant.  However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers,or disclosing customer information to third parties, including but not limited to the BBB.  

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business has stated that they will not attempt to fix the issue because they are a bank and not subject to these rules. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  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.

  December 5, 2023, I mailed ******* ****** transfer documents to transfer funds from my deceased mother's (*********************) account. I have not received the funds in my ******* ****** Account yet.

  

  Business Response

  Date: 12/15/2023

  Please note that Rockland Trust takes all complaints seriously.  We will thoroughly investigate this complaint, and if we can verify the complainant, ************************, then the Bank will provide a response directly to the complainant.  However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers,or disclosing customer information to third parties, including but not limited to the BBB.  

• Initial Complaint

  Date:11/02/2023

  Type:Billing Issues
  Status:

  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 hold a personal checking account with ********************. It is solely my account. No one else has had access to the details of this account nor had access to the details of this account. My wife and I intended to pay down some debt. My wife logged into her credit card account, her Alta Master Card credit card. I had never used this card and had never made a payment on this card. When she logged into her account we saw that MY Rockland Trust card was listed there- account number and routing number- it had been made a 'preferred' method of payment. This was NOT added by myself, would have been impossible for my wife to add as she did not know the details not had access to them-This is something I know is happening within the online retail world- I can share a similar example with another bank and retailer. Rockland Trust says it was impossible, it could not have happened. This was an egregious breach of my personal security and places me at risk for malicious activity.

  

  Business Response

  Date: 11/03/2023

  Please note that Rockland Trust Bank takes all complaints seriously.  We will thoroughly investigate this complaint, and if we can verify the complainant, *************************, then the Bank will provide a response directly to the complainant.  However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers,or disclosing customer information to third parties, including but not limited to the BBB.  

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  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.

  my father went to exchange a check and the attendant asked him if he had signed it, it made my father very embarrassed in front of the other customers who were at the bank, I have already witnessed her being rude to a co-worker, where could I draw the conclusion from the way she looked at him that it was discrimination based on ethnicity, race or color, I demand a formal retraction from this attendant towards my father, she simply threw the check on the counter and said that she would not exchange it and even asked if he I had signed my check, a man of almost 70 years old being treated like that, this is absurd and immoral, she said that the signatures were not similar, I have a particular way of signing and it is impossible for anyone to confuse my signature, she should have called me and asked, not having made my father humiliated in front of other people, what he suffered I wouldn't wish to anyone.I contacted a local Brazilian and Spanish newspaper and found encouragement to submit a complaint and demand redress, I will leave the channels updated on the incident and hope to get some redress for this regrettable attitude.The bank address is: Rockland trust ********************************************

  

  Business Response

  Date: 10/24/2023

  Please note that Rockland Trust takes all complaints seriously.  We will thoroughly investigate this complaint, and if we can verify the complainant, *******************, then the Bank will provide a response directly to the complainant.  However, we will not be able to provide a written response to the BBB as banks are prohibited by Federal and State privacy laws form acknowledging relationships with customers,or disclosing customer information to third parties, including but not limited to the BBB.  

  Customer Answer

  Date: 10/24/2023

  [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,
  
  *******************