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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

    • 26 total complaints in the last 3 years.
    • 11 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:04/03/2025

      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.
      Despite previously requesting that all junkmail solicitations stop, this lowlife bank continues to mail them to my deceased wife at my address. She passed away over a year and a half ago and yet they continue to mail us unwanted solicitations for Home Equity loans. The mail is addressed to (redact please) ***** at my last name and address

      Business Response

      Date: 04/11/2025

      Please find attached the Bank's response to Mr. ************ complaint.

      Sincerely,

      Eastern Bank

      Customer Answer

      Date: 04/11/2025

      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. 

      This is the second time we've had to go through this and I was told the same, and yet they feel they can wait some time and then start again.  We'll believe it when we see it. 

       
      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: 04/18/2025

      Please find attached the Bank's response for Mr. ************ rebuttal.

      Thank you,

      Eastern Bank

    • Initial Complaint

      Date:04/01/2025

      Type:Product 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 opened a checking account with Eastern Bank in ************ on July, 2024 and at the same time, I opened a safety deposit box. In January, 2025, I closed the safety deposit box and I was told that I would receive a refund for the remainder of the six months that I had not used it. I spoke with ****** and he stated that he was told that it would be no problem as to my receiving a refund. Next, I spoke with the Bank Manager on two occasions and he stated that he was working on the situation and that I should call him on Monday, March, 31, 2025, which I did as instructed and then I called him again on Tuesday, April 1, 2025, but to no avail. Therefore, I am reaching out to Better Business Bureau to ask for assistance in receiving the rest of the money that is due to me. Please assist. Thank you.

      Business Response

      Date: 04/10/2025

      Dear *********************** find attached the response for the ****** ***** Complaint # ********.

      If anything further is needed please let us know.

      Thank you,

      ***** *****

    • Initial Complaint

      Date:03/28/2025

      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.
      ****. Out. Auto. Loan. In. 2019. For. Over. $11,346. Paid. In. Full. In. Nov. Nov. 2024. *****. ********. ,Mgr. ***. ***********. Mgr. And. Other. Visits. To. ********. Mass. Has. Not. Done. Their. Business. Duties and. Refused. To. Get. Me. The. ******. Auto. Paperwork. For. Title. And. ******. Their. Heads. Up. Their. Behind. And. Refused. To. Fulfill. Their. Duties. **. I. Have. Made. Over. 22. Calls No. Letters. Only. One. As. They. Insisted. I. Had. All. The. Paperwork. And. Title. I. Needed. And. Gotten. My. Vehicle. Registered. Here. In. Mass.Awful After. Loan. Paid. Off. Afflictions!. Since. Nov. 2024. I. Have. Been. Paying. Insurance. On. A. Vehicle. I. Cannot. Legally. Register, Since. Then. I. Have. Been. Paying. $174.99. For. Auto. Insurance. Thru mapfre. Commerce.. sins. . They. Are. Atrocious!!??

      Business Response

      Date: 04/11/2025

      Good afternoon, 

       

      Please see attached for the Bank's final response to the BBB Complaint # ********.

       

      Thanks,

       

      *** ********

      Customer Answer

      Date: 04/11/2025

      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,

      Cleveland

       

       

    • Initial Complaint

      Date:01/07/2025

      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.
      Eastern Bank contacted ME about fraudulent transactions to my account. Replied "YES" to their email and received a phone call immediately. They canceled my debit card. Waited until Monday to get a replacement. The "pending" transactions posted. I called and was told by a incredibly rude and superior employee that the fraud alert was a courtesy. That no dispute had been entered as the transactions had not actually posted. Now that they posted and we're deducted from my account he filed my claim and told me I had to wait 10 days to verify it wasn't actually me. I asked about being credited back and was told I'd have to wait until the investigation was over. I bank with another bank. And something similar happened a year maybe a year and a half ago. That bank provided me a provisional credit while the investigation was pending. Wasn't me so they never rewithdrew the money from my account. This isn't me but Eastern Bank doesn't do this for *** customers even though the charge was submitted THREE times and they notified me. Good to know. Now I know. May need to go back to that other bank that has my mortgage. Only reason I even have this avmccount was due to a promotion they were running. Other than that a bank is a bank is a bank.

      Business Response

      Date: 01/16/2025

      Good evening, 

       

      Please find that above attachment for the Bank's response to BBB#********.

       

      Thank you, 

       

      *** ********

      Eastern Bank 

    • Initial Complaint

      Date:12/03/2024

      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.
      On October 3, I reported a fraudulent charge on my business account. Instead of receiving support, I was sent a series of threatening letters. Despite my efforts to resolve the issue, the bank closed my fraud claim on November 14 without explanation and deducted the disputed amount from my personal account without authorization.This experience has been deeply frustrating, as the bank has shown no accountability or concern for my situation. The lack of resolution has caused significant financial distress and a loss of trust in the institution.I request the BBB to address this issue with [Bank Name] and help secure:1.A full refund of the fraudulent charge.2.An explanation for the mishandling of my claim and the unauthorized transaction.3.Assurance that the bank will improve its handling of customer concerns.

      Business Response

      Date: 12/11/2024

      To Whom it May Concern, 

      Please see attached for the Banks response.

      Thanks,

      *** Narbonne 

       

      Customer Answer

      Date: 12/11/2024

      [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:11/06/2024

      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.
      The month of October 2024, Eastern Bank submitted a notice to the credit agencies that my mortgage payment was greater than 30 days late. This is false. Eastern Bank recently acquired *********************** whom I have had an account with for over 20 years. I have multiple mortgages with Eastern Bank/******************* I have not been delinquent in close to a decade. Eastern Bank receives bi-weekly payments for half of the mortgage. Every two weeks a payment has been made consistently. Due to Eastern Banks policy of holding the funds and not applying the payments to the mortgage, Eastern Bank has incorrectly reported the monthly mortgage payment as past due. There was not review or oversight on the account. The checking account into which my direct deposits are made and the mortgage payments are made from, are both at Eastern Bank. Eastern Bank could have easily reviewed the accounts to understand the payment history and pattern but Eastern Bank made no effort to acknowledge the well documented mortgage payment history. Eastern Bank did not ensure the appropriate considerations were applied to the account. Payments for the mortgage were made 04Oct2024, 18Oct2024 and 01Nov2024. The holding of funds and impact to credit scores is unacceptable. If an alternate payment plan is required based on the policies enacted due to the acquisition of ***********************, proper notification and information should have been provided to customers. Customers, such as myself, who have CONSISTENTLY paid the mortgage on time for years are due more curtesy and consideration. The impact of this negligence has a profound impact on credit scores and financing. As a customer who has made every effort to ensure my mortgage payments are made every month, it is not unreasonable to expect the banking institute responsible for the management of my accounts to ensure they are properly assessing the delinquencies. Please remove this 30 day late notice from my credit.

      Business Response

      Date: 11/19/2024

      Good evening, 

      Please find attached our final response for complaint #********.

      Thanks, 

      *** ********
      Problem Resolution Team Lead
      Office of the President
      Eastern Bankshares, Inc.(NASDAQ: EBC)
      Eastern Bank
      ************

       

    • Initial Complaint

      Date:10/28/2024

      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.
      I opened a checking account with ********************** on 06/24/2024 because of a very enticing cash offer of $350 for direct deposits. Even though I met all of the requirements for the cash offer it was never deposited into my account which is very upsetting. I reached out to their customer service and even stopped by at one of their branches but they seem to have no clue of what theyre doing, I am filing this complaint with the hope that someone will be able to make this right for me!

      Business Response

      Date: 11/07/2024

      Good evening, 

       

      Please find attached out response for #********.

       

      Thanks,

      Eastern Bank 

       

    • Initial Complaint

      Date:10/22/2024

      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.
      I have put a significant amount of money in my checking account in **********************, *******************, and am having great difficulty in communicating with them. The most recent, and perhaps most flagrant, example of my complaint is this: their customer service cannot tell me about a $1300 deposit to my account that I--and they--do not recognize. Certainly there is someone in their hierarchy who could get the information, but I have tried unsuccessfully for the last hour to get it. I just now tried to set up a phone appointment in response to an online offer, only to find that the only "phone number" they would accept is a text message. I can only offer land line so my attempt to speak has gone nowhere.T

      Business Response

      Date: 11/01/2024

      Please see attached the Bank's response to the cusotmer's complaint.

    • Initial Complaint

      Date:09/26/2024

      Type:Product 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.
      *************** got bought by Eastern Bank and Eastern Bank basically refuses to give you information on your own account. It's like they are holding your money hostage and not allowing you information that you are requesting.I provided all my details and all the amounts along with check numbers but that still was not enough. I provided amounts that money was deposited still not enough and this was now with a supervisor.I must have provided 20 different transactions.They wanted dates checks had cleared but yet you are not able to get this information as the bank statement had not been mailed out yet. It is completely unacceptable that a bank is allowed to hold and basically use your money and then out right refuse to give you information.I will most likely close this account and open a new one as this the worst case of anything I have ever seen.I am able to defend myself and will go and speak with the ** at the Brookline branch but other vulnerable people may not be as lucky. This behavior needs to be reported and dealt with.Completely disgusted.They hold about $50K of my money which I feel I have no access to unless I physically go to a branch.

      Business Response

      Date: 10/03/2024

      Please find attached the Bank's response to the customer's ******************** complaint.

       

      thank you, 

      Eastern Bank

      Customer Answer

      Date: 10/03/2024

      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. 

      A lady from the bank called twice on the same day when I was in meetings and then sent an email. I explained that Mondays were a bad day and suggested to set up a time to speak. The response was an email that she thought was sufficient. The information in the email did not appear to be accurate and contradicted what I had been told. 

      As I already stated I have no faith in this bank it's not a patch on the customer service you got at ***************. Like all *************** customers we were forced into this partnership we were not given a choice. Wires are impossible and I still do not feel I could pick up the phone tomorrow and get a different outcome than before. I'm told you can check by check number but the number I have does not give you any such option and I was told this could not be done.

      I spoke to couple other people that I knew were *************** customers one funnily enough has already switched to a different bank and the other has had no contact so has had no problem yet. I asked him to have a go getting info and let me know what his experience is I have yet to circle back but will.

      I doubt anything will change.

       

      Sincerely C ******

      FAQ

      Regards,

      ******

       

       

      Business Response

      Date: 10/18/2024

      Please find attached the Bank's response to the customer's rebuttal. 

    • Initial Complaint

      Date:09/13/2024

      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.
      I used the atm on 9/3/24. My plan was to insert about 1800$ into my account planned to pay my rent. I put it 1400$ the first transaction. It went thru successfully. Reason I had to make two transactions was because I had too many bills to make just one. I made a second transaction inserting about 400$ , the screen went black they printed a receipt that said to see customer service. My second transaction never went through. I made a claim that day. Today as of 9/13 I got an email saying my claim was declined because the first transaction went through, not mentioning anything about the second transaction.

      Business Response

      Date: 09/27/2024

      Good afternoon,

      Please see attached the Bank's response to Ms. Marquez's BBB complaint.

       

      thank you,

      Eastern Bank

    Eastern Bank is NOT a BBB Accredited Business.

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