ComplaintsforNorth Shore Bank

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A for profit, self-serving, rude employee's type of business. They are NOT a bank. They will overcharge you in a variety of fees and deflect from their wrong and foul business practices.

  

  Business response

  05/17/2024

  Dear ******,
  
  I am glad we were able to resolve the matters of your account during our phone call on Monday, May 13. I apologize for the misinformation you received regarding how to stop recurring debit card transactions. We strive to provide excellent customer service and your feedback is valuable. We will review our internal documentation to ensure clarity on how recurring debit card transactions are handled.
  
  We are mailing you a cashiers check for the overdraft fee you incurred due to the recurring transactions.
  
  Please let us know if there is anything else we can help you with.
  
  Sincerely,
  
  ***********************
  Vice President
  North Shore Bank

  Customer response

  05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that their response certainly does not resolve my complaint. I was charged several overdraft fees and solely because the bank didn't communicate its policies. For your reference, details of the offer I reviewed appear below.
  
  As mentioned, I, *************************** have determined that the response of North Shore Bank does not resolve my valid complaint or concerns. I was charged several overdraft fees and solely because the bank didn't communicate its policies to me. Please refund the 5 overdraft fees.

   
  Regards,
  
  ***************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business has bait and switch tactics and pulled my credit without authorization. I asked the person who I was buying from, to verify with the bank before pulling my credit, to which I stated I didnt want it pulled if it was going to be a hard pull. The application wasnt even submitted and then minutes later while my rep was on the phone with the bank to verify, they run the credit and sure enough its a hard pull. They were only able to access the TransUnion credit report because every other account is locked down.

  

  Business response

  03/20/2024

  Dear **************,
  Thank you for bringing your concerns to our attention. After a thorough review of your complaint, we have confirmed that we did receive a credit application from you on March 9, 2024 that was submitted by T and R Trailer Sales.  We subsequently ran a credit report to evaluate the credit request associated with your application, which is a permissible use of your credit report under the Fair Credit Reporting Act.  Based on this information, we are unable to remove the credit inquiry.  While we regret any inconvenience this may have caused you, we must adhere to the guidelines governing credit assessment procedures.
  
  We appreciate your understanding in this matter.
  
  Sincerely,
  
  North Shore Bank

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I did not give consent for my credit to be ran. In fact, it was advised that prior to running the credit, I requested NorthShore be contacted via telephone to confirm if it was a hard pull. I explicitly stated do not run it, if it is a hard pull. I was advised the application was not submitted and the credit was ran regardless. I even had my credit locked down, so I had stated it would have to be unlocked even it were going to be ran. Again, I stated that I did not want it ran if it was a hard pull. My credit was locked down, with the exception of my TransUnion. That was the only one that was accessed and I did not authorize a hard pull. North Shore clearly has a system in place where it is automatically running information prior to submitting (AI or Bot software). I also never listed T&R in this complaint because it was a NorthShore issue and still is a NorthShore. Accept responsibility for your faulty system and also the fact that I complained about this directly to NorthShore on March 9th, 2024. I immediately called about the improper credit run. I was told someone would call me on the following Monday (March 11th). However, I did not receive a call. I followed back up again on March 14th) and was told an entirely different story. It appears NorthShore will do everything but accept responsibility. 

   
  Regards,
  
  Brooklyn *****

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did some remodeling work and I was paid by check was told that the funds were available for withdrawal and wound up on check systems

  

  Business response

  01/04/2024

  Dear **************,

  Thank you for speaking to our representative on the phone. The situation will be resolved as discussed with you, and you can expect a confirmation letter via email and ** mail. If you have further questions, please reach back out to our representative for assistance.

  Sincerely,

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

  Customer response

  01/04/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a credit build loan with North Shore Bank. I have had the loan eight months. I was never late, nor a payment ever returned. My loan is for $2,000 and my balance is $1000. My car broke down on Sunday 12/03/2023. Car was repaired Monday. I did not have the money to pay for the repair so I contacted North Shore Bank. Let me add that when I went into the Burlington Branch to open the loan I was told by the Branch Manager that the bank did not offer the loan any longer. The Manager did some more checking on her computer and found that North Shore Bank still offered the loan, I then opened the loan.On Monday 12/04/2023 I contacted the bank to find out how I could cash in the CD, payoff the loan and receive the difference. I was met with everything from you cannot do that, that I would have to payoff the loan then wait for the balance to be forwarded to me and finally that the person who could give an answer to a branch manager was not in on Tuesday 12/05/2023. On 12/06/2023 I was told that I needed to write a letter and lay out why I needed to cash in the CD and that I understood that there was a penalty for cashing in the CD early (per the originally agreement documents), which I submitted the letter today 12/07/2023.This whole situation has cost me over $600 not being able to work, may cost me a computer and a domain as well as a partial payment for my rent to be returned. It appears to me that this is a simple situation to cash in a CD payoff the loan and receive the difference. The bank told me that they do not want to work along with the CD agreement, but just liquidate everything and send me the proceeds when they want.In addition, I had a checking account with ********************, I opened the account with $100. The high balance was just around $15,000. I deposited a check from my other checking account for $150 and it was returned, I immediately deposited $145 check which cleared leaving a positive balance of $9.95. This year my account got into the negative and I talked to the checking department and promised that I would pay off the debt and get the account into a positive balance. I wound up paying just over $700 in fees and just around $900 into the account. Right after the account got into a positive North Shore Closed the account. What is even more insulting is North Shore kept the positive balance of $9.95 and never refunded to to me. A word to the wise You need to be careful of who you do business withI do not expect to get a positive resolution to this whole situation from the actions of North Shore Bank so far.Merry Christmas ?(

  

  Business response

  12/11/2023

  Dear ****************,

  I am glad we were able to resolve the matters of your account closings during our phone call. I apologize that it took longer than expected.
  

  To recap, your loan was closed and the remaining balance of the account securing the loan was returned to you. When your checking account was closed in November, a check for the final balance was mailed to you. Since you have not received it, we re-issued those funds to you as well.

  Thank you for sharing your experience so that we may learn from it and review our procedures for opportunities to streamline them.

  Please let us know if there is anything else we can do for you.
  
  *******************
  VP, Branch Banking
  North Shore Bank

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although the situation took less than several hours to get resolved it does not solve the situation and the loss I incurred that took over a week to resolve.  There is a financial loss I incurred and currently reviewing my options for the next step.
  
  Regards,
  
  *************************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Problem I have is that this bank closed all our grandchildrens custodial accounts. My wife and I have at least 6 accounts with Northshore and have been customers for close to 30 years. All but 1 grandchilds account they took the money from each of them and dwindled them down to zero. What bank does that? Just because we didnt add any money or deduct any money from the accounts, they said the account statements they mailed were returned and every time they get returned, they deducted $5.00 every single time. Well, they did that until they depleted the accounts. Every time my wife moved, she filled out a forwarding address to her new place. There is no reason why the bank is claiming the statements were undeliverable. Im upset and my wife is furious that our grandkids accounts are now ZERO! We have been with them for roughly 30 years and have 6 figure dollar amounts with that bank. Well guess what? My wife and I are now going to be removing all our money from every account left at North Shore. This is the worst customer service I have ever seen. They should have at least place a courtesy call to let us know about this. Their loss now. We will take our 6 figures elsewhere.

  

  Business response

  03/20/2023

  Dear *******,
  
  We have reviewed your complaint made to the Better Business Bureau on 3/18/2023. Please accept this message as formal confirmation of the resolution discussed by our Westgate branch staff last week. We will be reopening the accounts and reimbursing the fees assessed.
  
  Your experience and satisfaction with North Shore Bank is important to us. As a direct result of your feedback, we will be reviewing our processes for opportunities to improve in order to avoid this situation in the future.
  
  We appreciate you bringing this experience to our attention, and allowing us the opportunity to resolve the situation.
  
  Sincerely,
  
  *********************
  District Manager
  ************

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The bank has charged a "MISCELLANEOUS DEBIT" to my account and as a result has put my account in a negative balance. Additionally, the bank has charged daily overdraft fees as a result of the initial, wrongfully charged, debit that has put my account in the negative.Although I am able to pay the fees and resolve the negative balance, I believe the bigger issue is shady business practices and a lack of transparency on the bank's part. I can imagine that a family that is struggling financially does not have the same capability to pay for overdraft fees that are completely fabricated and I would like the bank to cease this practice. I am requesting that the bank reimburse and remove all wrongfully charged overdraft fees not only to myself, but any clients that have had the same issue.

  

  Business response

  11/25/2022

  Dear ******,
  
  We have reviewed the complaint we received from the Better Business Bureau on 11/17/2022 and have reimbursed the $6 and $30 fees assessed to your account. Your local branch manager *************************** is attempting to contact you via phone to talk through this matter and support you in achieving your financial goals. In the event he is unsuccessful, you may contact ******* at either *********** or ************.
  
  We appreciate your business and look forward to being able to talk in more detail in person.
  
  *************************************************
  SVP- Retail Banking
  ************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to North Shore Bank to talk to them about grant *********** and the teller proceeded to tell me it was fraud even though it was through the government website. She wasn't understanding my question and proceeded to tell me she was going to freeze my account. I tried to use my debit card and she put a decline on both my business and personal account. Then today I went to close both accounts and since it was less than 6 months there would be an early termination fee even though I've had multiple issues since I opened it in 2 months. I would like to close these accounts without the early termination fee.

  

  Business response

  09/16/2022

  Dear ****,
  
  We have reviewed the complaint we received on 9/14/2022. District Manager ********************* is attempting to contact you via phone to discuss the matter. It is clear that you did not feel that the representative listened and understood your request. I apologize for that.
  
  The request as you described it had several red flags for potential fraud. Our team is trained to identify potential scams and provide warnings to customers to help them avoid being victimized. Of highest concern was the request to provide your online banking credentials in a website other than the banks website this is almost always an attempt to take over your account by a bad actor. Another red flag was following a link in an email you received, which can be indicative of a phishing attempt by directing you away from a website you know to be safe. Based on these two facts, the warnings by our representative were appropriate.
  
  The representative went on to lock out your account over her concern for your account security. While well intentioned, we should not have done that without your permission. I apologize for that and for any inconvenience this caused you.
  
  
  Sincerely,
  
  
  *******************
  VP, Branch Banking

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not happy with that review of what he has said about what he was doing.  The teller wasn't listening to my request and instead of being understanding she was talking down to myself as a business owner.  I was not happy with the way she was treating me.  

   

  What I want is my North Shore Accounts to be closed out at **** and I don't have to deal with this anymore.
  Regards,
  
  *************************

  

  Business response

  09/21/2022

  Dear ****,
  
  Allow me to apologize once again that we did not adequately listen to and understand what you were asking for.
  
  At your request, your account has been credited for both your purchase and your fees, bringing the balance to $0.00, and has been closed out.
  
  I am sorry that we were not able to resolve this issue and forge a long-term working relationship. If there is anything else we can do for you,please let us know.
  
  
  Sincerely,
  
  
  *******************
  VP, Branch Banking
  North Shore Bank

  Customer response

  09/26/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have sent in proof of insurance several times, even talked to someone on the phone who confirmed my proof of insurance was accurate. I am still getting letters stating I have not submitted proof of insurance and that they purchased insurance on my Camper. No one will send me a confirmation in writing that they have received my proof of insurance but have gotten verbal confirmations. I have had insurance on the camper since I purchased it.

  

  Business response

  09/02/2022

  Dear ********************:
  
  Please let me apologize for the negative experience you encountered with our insurance tracking vendor.
  
  Initially CONNECT powered by ************************* could not verify that the insurance information provided at closing was in force. When you subsequently obtained insurance through Progressive the *** (Vehicle Identification Number hereafter ***) on the insurance policy did not to match the *** of your Camper. Once the *** discrepancy was discovered and corrected on the policy submitted by Progressive, we were able to show that the Camper is properly insured.
  
  Since we are now able to confirm that you have had the appropriate coverage, we have credited your account for the total cost incurred in the amount of $760.00. Please accept this as confirmation that North Shore Bank recognizes sufficient insurance coverage through todays date. This confirmation is also being mailed to you.
  
  If you have any questions, please contact me directly using the information below or contact *************************, VP Loan Servicing, via email at *********************************** via phone ************.
  
  
  Sincerely,
  
  
  *****************************
  VP Loan and Treasury Operations
  ************
  *********************************

• Initial Complaint

  07/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  North Shore Bank has continued to report my mortgage payments late to the credit bureaus. On 6/04/23, I emailed ********************* and *********************** to correct the payments for ***** and ***. I also, called *********************** by phone on 6/06/22 about the late payments being reported on my credit report. I received an email on 06/22/22 from Experian that ***** and *** were corrected to paid on time. On 07/03/22, I received another email from Experian stating there were changes to my credit report. The month of *** and **** are now being reported late. My credit score has dropped tremendously due to North Shore continuing to report false late payments. After, I have made on-time payments for *** and ****. I have contacted the BBB a couple of months ago about North Shore harassing me by phone calls and emails. That complaint was resolved. Now, the harassment begins again with falsely reporting late payments to the credit bureaus for the last two months. I reached out to North Shore again on 07/04/22 to correct this issue for good. Its unethical that I can be harassed in some way by the collection department at North Shore. Also, I disputed late payments with Experian on multiple occasions. I need a resolution to this ongoing matter with North Shore bank collection department

  

  Business response

  07/07/2022

  Dear Better Business Bureau,   
  
  
  North Shore Bank contacted ****************** on July 6, 2022, by both phone and e-mail, and confirmed her statements that although the loan had been past due for the March 1 and April 1, 2022 payments (Exhibit D), the May and June 2022 payments were not past due and should not be reported as such by the credit reporting agencies. We advised her that she would need to dispute the reporting of the June delinquency with Experian which North Shore Bank will acknowledge and will hopefully result in an accurate credit report.

  
  Background

  
  Ms. Fraziers loan was 30 days past due for the March 1 and April 1, 2022 mortgage loan payments. The March payment was not paid until April 12 and the April payment was not paid until May 16. Accordingly, both are reported as 30 days past due. Please see attached an updated screen print showing just two payments being reported late (Exhibit A). ****************** acknowledges the payments were late for those months in her e-mail on June 4,2022 (Exhibit D) which is in conflict with her statements on the Experian documents (Exhibit B and C). 

  
  The May payment was paid on May 16 and considered on time,however we received an email from the ****************** on June 6 advising us that the May payment was also reported late by Experian. North Shore Bank contacted ***************** and explained that, unfortunately, the credit bureau agencies require the customer to dispute the rating directly to them who will in-turn contact the bank upon which North Shore Bank will correct their incorrect rating for the May 2022 payment.

  
  Attached is a copy of the initial dispute (Exhibit B) that was completed and returned to the credit bureau on June 13, 2022 as well as a confirmation received July 5, 2022 (Exhibit C) from Experian verifying that they have corrected the credit bureau and are only showing 2 x 30 days late payments,not 3. The screen print provided by the customer (*********) is the correct and accurate rating for March, April and May 2022. The mis-reporting of the May payment was immediately handled and promptly resolved.

  
  ****************** recently informed the bank that Experian is now reporting the June 2022 payment to be delinquent, which is not correct. North Shore Bank would be pleased to inform Experian of the correct rating for June 2022 and again clarify May 2022, however the customer will have to initiate another dispute for the June payment.

  
  We look forward to quickly resolving this matter and have asked ****************** to initiate a new dispute with the credit bureau which North Shore Bank will again immediately acknowledge and return. 

  Customer response

  07/08/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have had a mortgage loan with Northshore Bank since 9/2015. Each month has been nothing but constant harassment from Northshore bank and *********************** is a supervisor in the mortgage collection department. She has continued to harass me month after. I spoke with her Supervisor **** about her constant harassment. To my avail, nothing has been resolved. My mortgage is due on the first of the month. I have until the 16th day before I have a late fee. ****** will call me on the 17th day, leaving voice mail after voicemails. When I make arrangements to pay my mortgage on a certain day when I go to the bank my account is locked. I have to wait 20 or 30 minutes while the teller tries to contact ***********************. Its unacceptable how Northshore bank employees are unprofessional. *********************** has continued to disrespect me, She sent a server to my home address with a paper. Which was embarrassing because I wasnt even a month late. *********************** has even lied about I didnt have home owners insurance so Northshore Bank can force ******************** on my mortgage payment. I make my payments directly to ************************** Im constantly speaking with her supervisor about her behavior. Nothing has been resolved. So Im writing BBB because I have anxiety and panic attacks dealing with this mortgage company. I need something to be done because this has to be illegal.

  

  Business response

  05/05/2022

  North Shore Bank takes customer concerns very seriously. We worked privately with this customer to resolve the matter.

  Customer response

  05/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business about complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Nothing has been resolved. Its the continued harassment from *********************** from North Shore Bank every time I have had a problem with paying my mortgage payments. The unprofessionalism And rudeness I constantly endure when dealing with this bank and employee. Every month *********************** is finding ways to harass with emails. I left a voice message with the president of North Shore bank about his employee, but he never returned my call. 

  Regards,
  
  *****************************

  

  Business response

  05/06/2022

  ******************,

  We acknowledge your concerns and will address each of them below.

  
  We have reviewed the history of your mortgage loan which originated in September 2015. The account entered the ********************** in March 2017 and has subsequently had a history of delinquent payments.

  In reviewing all of the ********************* conversations, we find that ****** has not called and spoken with you since 7/9/2020 at 2:37 pm. At this time, you were 4 payments past due and in forbearance. During that conversation, you advised her that you could start making payments 8/1/2020 and you were advised that the modification would be sent for you to sign and return so that we could bring your mortgage loan current.

  Your next contact with ****** was initiated by you on 11/12/2020 at 1:40 pm. You initially contacted the ***************************** and were upset with them regarding being denied additional forbearance time. You stated that you believed you were entitled to skipping payments until June 2021. The ******************** advised you that you were previously in a forbearance and no additional forbearance time was available. Because your mortgage was past due, the call was transferred to the ********************* and ****** answered the call. You requested additional forbearance time and ****** confirmed what you had previously been told by the ******************** (i.e. no additional forbearance time was available). You were not satisfied with these responses and advised her that you would be calling me.

  That same day at 4:15 you contacted our *************************** and asked to talk to Connies boss. Upon speaking with ****, he explained the same information to you that was previously communicated by ****** and the ********************. At that time you stated you would remit your past due 11/1/2020 payment on 11/27/2020 and advised that you did not want ****** to call you going forward.

  Your statement in the Better Business Bureau complaint of receiving daily calls from ****** and harassment are inconsistent as no calls have been placed by ****** to you for almost the past two years.

  Your account is currently due for the 4/1/2022 and 5/1/2022 payments. Arrangement had been made for the 4/1/2022 payment to be made by the close of business on 4/29/2022. That payment was not made as promised and as a result the arrangement became null and void. Once the mortgage becomes 30 days past due a lockout is placed on the mortgage loan. Accordingly,**** emailed you a letter advising of the status of your account and the total amount due was to be paid in a lump sum on or before 5/16/2022. Despite having that information, the next day you attempted to remit less than the total amount due with the video teller. As a result, the ********************* was contacted and an email was sent to you reiterating the contents of Marks letter.

  With respect to your force placed insurance concerns. Those matters are handled by the ***************************** and ****** has not talked to you regarding your insurance nor has she sent you any correspondence regarding your insurance. Any letter received was sent out by others who specifically handle those items. Please note that we did not have a policy on file as the two prior companies (i.e. Homesite and Allstate from 2019 and 2021) notified North Shore Bank that the insurance was cancelled due to nonpayment. When your mortgage is past due, the bank is required to force place the insurance which was done most recently on 4/6/2022. You called on 4/11/2022 in regard to your past due 3/1/2022 payment and **** let you know that we needed a policy which was subsequently provided. The policy was immediately forwarded to the ******************** and the force placed insurance was cancelled that same day.

  We believe this addresses all of your questions and concerns. In your complaint to the Better Business Bureau your desired settlement was no further contact by North Shore Bank. **** responded to you on 5/5/2022 via email letting you know that North Shore Bank will no longer attempt to contact you by phone regarding your past due mortgage loan payments. Please note that when you are past due, certain letters, required by law, will continue to be mailed to you. If the loan payments are paid on or before the 16th of each month, no letters will be sent.

  Customer response

  05/10/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

*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. ↩