Business Profile

Bank

Berkshire Bank

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 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.

Initial Complaint
Date:12/13/2023
Type:Billing 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.
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,

***************************
Initial Complaint
Date:10/18/2023
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.
Withdrew $500 from my checking account on 10/17/2023 @7:55pm. The ATM never gave me my money and took the funds from my checking account... leaving me with virtually nothing. Every week for over two years I've been withdrawing my work paycheck on Tuesday evening or Wed morning to pay my bills, never had an issue...bank advised me I have to wait for the transaction to "fall off" which can take 1-3 business days....for them to return MY MONEY that they didn't give me....they charge customers insufficient funds fees...why can't we when they mess up...I'm requesting my $500 and $37 insufficient funds fee for their error and $35 late fee for every day it takes them to return my money...and whatever they charge interest as well.
Business Response
Date: 10/30/2023
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.
Initial Complaint
Date:10/18/2023
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.
My mortgage is with Berkshire Bank since 2007. The last few years have been horrible, recently in September I made 2 mortgage payments via ******* *****. I have confirmation that the money was received & sent to Berkshire Bank. They only applied one payment and I have attempted to call them several times over this. I emailed my confirmations per their request over a week ago and no response. I have messaged them 2 times on the online app with no response, no return calls . I sent $1465.51 on 9/25 & another $1465.51 on 9/29, only the 9/29 payment has been applied.
Customer Answer
Date: 10/18/2023
Confirmation from ******* ***** transferred to Berkshire Bank confirmation # ********* on 9/25/23
Customer Answer
Date: 10/22/2023
My ******* ***** receipt
Business Response
Date: 10/30/2023
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.
Customer Answer
Date: 11/03/2023

Complaint: ********

I am rejecting this response because:
I am constantly harassed by this company that my mortgage was sold to after having my mortgage for 15yrs. I call to check on the status of my payment being posted and they ask me so many personal questions that it is insulting. It feels like a scam because I tell them I dont feel comfortable answering personal questions when I am inquiring if my payment was applied to my account & they just keep aggressively asking me personal information. Also the letters I am sent this week are dated from April and are confusing if my property taxes are being payed. They have been making me pay an additional $500/month additional to my mortgage payment for 6months & then an additional $400/month on top of my mortgage payment for property taxes when my property taxes are only about $3400-3500/year but I am paying them $5400 just this year. I paid them last year too for property tax escrow. They charged me hazard insurance last year that took 6months of efforts to get removed after sending my homeowners policy every month last year to them.

Sincerely,

*************************************
Business Response
Date: 11/21/2023
Good Afternoon,
We have attempted to make contact and have not been successful therefore Berkshire Bank has sent a written letter to the complainant.

*************************
SVP, Compliance
**********************************
***********
Initial Complaint
Date:09/21/2023
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 am supposed to have fraud protection if I travel. From home, I ordered a product from the UK which they allowed, but then froze my account for "fraud" but never contacted or notified me of the issue. Berkshire was transitioning to a new system and I was unable to get onto the website or get a rep on the phone without an extremely long and unrealistic hold time. I had no access to my money from Fri Sept 15 - Sept 18, plans fell through, couldn't buy fuel or food.
Customer Answer
Date: 09/21/2023
I would either like reasonable financial compensation for being without access to my funds, unable to travel or buy food for 4 days OR very clear and simple instructions on how to close my account quickly and without issue
Customer Answer
Date: 09/21/2023
A simple apology isnt a resolution for this issue and wont be accepted
Customer Answer
Date: 09/21/2023
Dear BBB,

I'm either requesting reasonable compensation for going 4 days without access to my money, or very clear steps/instructions on how to close my account with them quickly and move on without further issue.
Business Response
Date: 10/05/2023
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.
Customer Answer
Date: 10/05/2023

Complaint: ********

I am rejecting this response because: There was no response

Sincerely,

***********************
Customer Answer
Date: 10/06/2023
I am just going to close my Berkshire account, this hasn't been helpful.
Business Response
Date: 10/06/2023
A customer service representative has made contact with the complainant via phone this morning.
Customer Answer
Date: 10/06/2023

Complaint: ********

I am rejecting this response because: All they did was leave a voicemail to call Berkshire Bank, which I did. There was no discussion, or anything from their end. I simply told whomever answered that I was closing the account and didn't need further contact. They have not done anything else to address my concerns, and this has been a complete waste of time.

Sincerely,

***********************
Initial Complaint
Date:06/27/2023
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.
My husband and myself purchased a new Harley Davidson in May or June of 2017 he was the borrower and I was the co borrower and on September 23, 2017 my husband was killed in a ATV accident so within a week I reached out to Berkshire Bank, ********** ** and explained my situation and asked if I could please add September 2017 payment to the end of the term and I was told there wouldn't be a problem so they sent me a form to fill out in which I did and had to send a money order for $50.00 and a copy of his death certificate. So I then went to my savings account and set up for Berkshire to automatically be paid out of my account monthly starting in October and every month I checked my bank statements showing it was paid. There was so much going on in my life besides opening bank statements from Berkshire which I was told by them that was my problem an to be honest I never checked because it wouldn't be paid for until 2023 well with this being said in 2021 I received an envelope from Berkshire that was bright green so I opened it to see what it was and it was a letter showing that I owed over $2,000.00 worth of late fees that had been added on since September because they said they never received the paperwork. I reached out to them in regards to this and got a run around saying they never received any of the paperwork from me but for some reason the statements were in my name instead of my husbands and then was told I should have opened my statements and there was nothing that can be done about it and at this time I said there is no way I can double pay a payment so in the mean time they just keep adding late charges totaling $3,000.00 mind you I never had received any calls in regards to this. I feel that common sense would tell them that something wasn't right for a person that pays a monthly payment before the paydate every month on the same day to let this happen with the late charges. I am hoping there is someone that will listen and look back to my loan history and see I have paid every monthly payment faithfully except for the September 2017 payment because of the death of my husband and help me get these late charges dropped.
Business Response
Date: 07/10/2023
Berkshire Bank is in receipt of this complaint and will contact the consumer directly to discuss further.
Customer Answer
Date: 07/19/2023

Complaint: ********
BBB spoke directly with the consumer and advised that she never heard from the business to discuss this issue as they indicated they would in their response on 7/10/23. She would like to reopen the complaint and request contact from the business regarding this issue.
Business Response
Date: 07/26/2023
Berkshire Bank is in receipt of this complaint and has contact the consumer directly to discuss further.
Initial Complaint
Date:05/08/2023
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.
My mortgage account is down to *******. After my April payment of ******* was returned, I spoke to a representative. I was informed that it was a mistake and to make the May payment. My May payment of ******* was returned. I spoke to another representing who assured me I would not be billed any late charges and they would send me a payoff letter for the whole *******. I have received multiple late charge bills and now they have reported me late to all 3 major credit bureaus. I want a formal apology, all late charges returned, all late payment notices removed from the 3 credit agencies, a formal written apology and the remainder of my escrow balance sent to me immediately.
Business Response
Date: 05/18/2023
Berkshire Bank is in receipt of this review and will contact the consumer directly to ensure that this complaint has been investigated and resolved to their satisfaction.
Customer Answer
Date: 05/18/2023

Complaint: 20028331

I am rejecting this response because:
Although a "senior" Berkshire representative has contacted me, nothing has been done to correct the.late payment history on all 3 Credit Bureaus. Attached are copies from my personal bank statement showing my April payment made on 3/27. After to speaking to a bank rep who told me it was ok send ******* and they would bill me for the balance of 500, The next 2 attachments show a doubled payment made on 4/24. Both payments were returned rather than being applied to my loan. My credit scores have dropped by 51 points due to thier lack of communication internally. I cannot in good faith accept a response that they will "look into it".

Sincerely,

***************************
Business Response
Date: 05/24/2023
Berkshire Bank has followed up with the consumer directly to ensure this complaint has been resolved to their satisfaction.
Customer Answer
Date: 05/25/2023

Complaint: 20028331

I am rejecting this response because:
I am still receiving daily phone calls and letters from Berkshire banks collection department. My final payment has been sent in via priority mail. I am waiting to see if they return this payment as well and if the collection calls and letters stop.

Sincerely,

***************************
Business Response
Date: 05/31/2023
Berkshire Bank has followed up with the consumer directly to ensure this complaint has been resolved to their satisfaction and their concerns addressed.
Customer Answer
Date: 05/31/2023

Complaint: 20028331

I am rejecting this response because I am waiting on a letter of lien release and a check for the remainder of my escrow account.

Sincerely,

***************************
Initial Complaint
Date:03/21/2023
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 finished paying off my car loan from Berkshire Bank in July of 2022. I never received a letter **** that it was done. They also didn't let the dmv so I never got the title to my car. After talking to them several times, I was told I needed to send them a change of address form since I moved 2 years ago. 2 years ago I sent in 2, one being notarized. All I want is a letter saying g my debt is paid. With that letter I have to go to the dmv to get a copy of the Title. Since I didn't receive one in the first place because they never sent it to the dmv , I shouldn't have to pay for a copy. Please help
Business Response
Date: 04/06/2023
We are in the process of contacting this consumer to see if we can provide assistance with this complaint. We apologize for any inconvenience that has been caused.
Initial Complaint
Date:12/22/2022
Type:Product 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.
On 11/11/22 I received an email from the bank that 2 accts have been approved (spend checking and statement savings). I have never done any business with this bank.11/12 I call their call center and talk to Patrick. He says I should forward 11/11 email to customer service for investigation, which I do.11/15,11.17.. 11/18, 11/19, 11/26. 11/28, 12/2 and 12/19 I get emails from bank about the 2 accts and other services. On 11/15 I sent back the email about the investigation and somebody responded saying they would notify customer service. Most of the other emails I have sent back saying I dont have any accts and how is investigation going?No response On 12/19 I receive an acct statement in the mail which, of course, shows a zero balance.I want the bank to get rid of these accts I never opened.
Business Response
Date: 12/28/2022
Berkshire Bank is in receipt of this review and will contact the consumer directly to ensure that this complaint has been investigated and resolved to their satisfaction.
Customer Answer
Date: 12/28/2022

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:11/22/2022
Type:Billing 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.
So I am not supposed to be charged overdraft fee using my card but my bank charged me one.also no warning and it not right
Business Response
Date: 12/02/2022
Berkshire Bank is in receipt of this review and will contact the consumer directly to ensure that this complaint has been resolved to their satisfaction.
Customer Answer
Date: 12/07/2022

Complaint: 18452941

I am rejecting this response because: it's been 5 days no one reached out

Sincerely,

***************************
Business Response
Date: 12/09/2022
Berkshire Bank is in receipt of this additional comment and has made contact with the consumer. This has been resolved to the consumers satisfaction.
Customer Answer
Date: 12/09/2022

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:11/16/2022
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.
This has been the absolute worst experience of my life. I recently changed jobs, twice. I left a job I had been at almost two years, and then went to another job, just to come back to the other one. During this time I ran into some financial trouble, and I canceled all of my auto pays, but about two of them, and they all still went through. This caused me to overdraft. I then got paid and settled the almost $300 in overdraft fees, for what purpose charging someone that much, who knows? I only saw $60 of that check knowing that I had bills that had to come out of that check, did I want to buy myself something nice for a little belated birthday gift? 100%. Well, it charged me that little present too, over drafting me. This week I have another roughly $300-$400 dollars charged in overdraft fees. I will most likely not see any of my paychecks and I will keep incurring overdraft fees which will keep eating up my paycheck. How am I going to explain to my nieces and nephews why I didn't buy them Christmas presents? This isn't the first time it happened, it's just the first time I am fighting it. It's been going on for a while, and to charge someone 4-7 separate overdraft fees in one day is nonsense. I know that I will be closing out this account when I am in positive. I will be running far, far away from this bank.
Business Response
Date: 11/21/2022
Berkshire Bank is in receipt of this review and will contact the consumer directly to ensure that this complaint has been resolved to their satisfaction.

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