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

  1 Mechanic St Foxboro, MA 02035-2046

• 

  Rockland Trust Company

  100 Belmont St Brockton, MA 02301-5209

• 

  Rockland Trust Company

  485 Belmont St Brockton, MA 02301-4926

• 

  Rockland Trust Company

  434 Plymouth St Halifax, MA 02338-1342

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: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,
  
  *******************

• Initial Complaint

  Date:08/17/2023

  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.

  My father has banked with this institution for decades filtering millions from his company banking and payroll, used for mortgages and more. When I brought him to the bank in March 2023 because HE wanted to add me to the account because I was managing his fund. The branch manager reported me to the state claiming I was trying to scam him, but not before she sat across from me making offensive comments. When I filed a complaint I was informed that she reported me because she didnt know I was his daughter but she never tried to establish my identity by asking for documentation to prove who I was like a birth certificate or marriage license or passport. Unfortunately my dad passes June 8, I thought I was doing the right thing by notifying them. When I spoke to the bank manger again she informed theres was nothing they could do and I had to go back to court to become the estate administrator. When I asked what happens with his mortgage and utilities that auto-paid she said as long as they are already set up as ACH they will continue to payout. LIES, lies, and more lies!!! This bank had frozen my dads accounts immediately! None of his bills was paid for ***** July or August and now Im going to lose my dads house. Had she told me that she was freezing his accounts instead of lying to me perhaps I could have made other arrangements. I want clarification about their reasons for freezing his accounts, why did she tell me that ACH would still pay if thats not the case. Its bad enough that I lost my dad to Alzheimers and now this bank has made it impossible to work with them because of their personal judgements versus professionalism. They have my personal contact information and at no time have they tried to update me on any changes to his account status. This is the second time they locked access to his account without notifying my dad or me even after he sat across from the branch manger and told her he wanted me added to his account.

  

  Business Response

  Date: 08/18/2023

  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 written 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: 08/20/2023

  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. 

  Their reply says "if they can confirm" they will respond, however I was not the customer my father **************************** (DOB ******** - DOD ******* was their customer. His home address was ***************************************************************. While I was never and will never be their customer, they do have my contact information as well as a copy of my legally appointed guardianship by ** State Courts for my dad. Here's my contact information again: ************, ******************** or ****************************************************************************************.
  

  
  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. 
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:04/24/2023

  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.

  Loan officer lied to me and completely dropped the ball. He said several times he ordered the appraisal, when in fact he never did. This went on for three weeks. He also indicated that the bank had everything they needed to underwrite the loan, when in fact he didnt. Then he ended up asking for more information - AFTER I closed on the property using alternative financing.

  

  Business Response

  Date: 04/25/2023

  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 written 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: 04/26/2023

  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 *********************************** states that they will contact me directly.  I havent received a response yet.
  
  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:02/06/2023

  Type:Product 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 Friday February 3rd 2023 I went to the drive up atm at the west ************************* where the atm ate my $505 deposit. After being in contact with the branch they said it will take 10 business days for me to get my money even though they told me they had a technician come down and he was able to get my money out of the atm. This sent my account into the negatives where they are now charging me over draft fees and they refuse to help or give me a corporate number to talk to someone else.

  

  Business Response

  Date: 02/07/2023

  Hello,

  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 written 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. 

  Thank you.

• Initial Complaint

  Date:12/23/2022

  Type:Order 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.

  For over two years a Business has been fraudulently using my personal information (Address) for their account the Bank continues to be notified of same and refuses to take any action. They advise they will not give me any information and advise there is nothing they can do even after being notified of the information being used under fraudulent pretexts I was sent to the call take supervisor ******************* who refused to send me to a actual bank manager or Human Resource manager. The only outcome I was given was that they would put me in a do not contact list and this would stop the mail which was being sent to my personal residence regarding this fraudulent bank account. The bank member even after being made aware of the issue refused to help. The supervisor also refused to transfer me to someone else and also refused to send me to **************** The call was recorded as well Law Enforcement will be notified of same

  Customer Answer

  Date: 01/03/2023

  I have not heard from the business in response to my complaint. Nor have they attempted to resolve my issue. 

  

  Business Response

  Date: 01/04/2023

  Upon review, Rockland Trust is able to confirm that ************* has received a Holiday Card from Rockland Trust *************** addressed to the company Peoplesmart at Mr. ****** personal address. Once ************** initially informed us of this discrepancy, he was promptly placed on our Do *********** marketing list. Additionally, it was communicated to ************** that Rockland Trust would review the business account in question, contact the signers of that account, and request an address change. It was explained that we could not give ************** any information regarding the Peoplesmart account as he was not listed as a signer. ************** has received no other correspondence other than the holiday card, and the address we have in our core system for Peoplesmart does not match Mr. ****** personal address. The root cause of this incident appears to have been a clerical error made in the past, and with the removal of the former vendor from our HR mailing list we are considering this issue resolved.

• Initial Complaint

  Date:11/28/2022

  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.

  A scam ins ** has billed Me for insurance and I called them and told them to stop and that I don't want theirs and that I have auto ins. Then I called ****** reported the first fraud bill then told My bank. I don't recall the first year, probably 2020 or 21 or early 2022.I seek return of the money frequently taken from my ac**unt and an apology. Also, I can prove their bill is false. They have a non descript 1/4 space with a Copy of my signature **************** papers, **ntracts, etc. Discrimination might also might be involved. Signed under the pains and penalties of perjury!

  

  Business Response

  Date: 12/06/2022

  Customer has filed a complaint with the ***** We will respond to our primary regulator as required. Customer can access the **** portal for response updates and timelines. 

  Customer Answer

  Date: 12/07/2022

  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,

  ****

   

   

• Initial Complaint

  Date:10/06/2022

  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 initiated a wire transfer from one of my accounts at a different bank institution to my account at Rockland in the amount of $18000. That was before noon Monday Oct. 3, 2022. Assumed all was fine since sending bank issued me a confirmation code for the transaction and I quadruple checked the order info, routing and account numbers. Thursday afternoon, October 6, money had not been posted to my account. Contacted sending bank and confirmed money was sent. Tried to contact someone at Rockland Trust by telephone and finally got through after over an hour. The rep promised to get back to me right away. Waited 2.5 hours then called her back...she had not heard from the wiring department yet but confirmed my money was in Rockland's coffers. I called wiring department earlier and was on hold for over 18 minutes when the line was cut off right at 4pm. I called back immediately and answering recorder said office was closed. 80 hours and money not in my account and no one from Rockland sent any notification whatsoever. The money was necessary to close a transaction over 200k and now I look like a fool in front of the parties because of Rockland Trust.

  Customer Answer

  Date: 10/17/2022

  I have not heard from the business in response to my complaint.  Rockland Trust did however, charge my account a wire in fee.  It did at last put the money into my account.  The local bank rep who opened the account for me did not offer to waive the wire in fee.  So the bank held my money for several days and not once notified me or told me why and then charged me a wire fee.  

  

  Business Response

  Date: 10/20/2022

  The incoming wire on 10/3/2022 was being credited to an account opened on the same day and the account number was off by one digit. Crediting was delayed due to attempts to validate the accuracy of the new account and the account number and ensure this was a valid request and not a possible fraud situation. 

  Customer Answer

  Date: 10/20/2022

  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,

  ****

   

   

• Initial Complaint

  Date:09/25/2022

  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.

  On Friday September 23rd 2022 I logged on to my Rockland Trust online banking account. I noticed that there were several charges made on my account that I did not make. I called customer service As usual they were rude. I left work early that day in order to go down to the bank to resolve this issue in person. As I realized that there had been more Charges on my account. Upon getting to the bank I was helped by a teller. She informed me that she could cancel the debit card I was relieved about this as I was already crying however she continued to tell me that a new new debit card could not be issued for two weeks. I said what am I to do without a debit card ? she shook her head and said that I could use a check, cash, credit card, Or come in and see a teller when I needed money. I told her that I did not have a credit card and that the hours that the bank is open I am at work and what am I to do in case of an emergency and I do not have cash. I feel I am being hit twice with their outdated polices. Someone stole my money (multiple charges from Uber Amsterdam, NL) Or having my debit card. It was either I file a dispute and wait two weeks for a debit card or get a new debit card and not be able to dispute the charges. It is a loose loose with this bank. Any help would be greatly appreciated.Thank You

  Customer Answer

  Date: 10/06/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/20/2022

  The banks policy is to issue an "instant" debit card in the branch when it involves a new card/new account or a lost card. In this case, the situation the customer, the account was in the process of review for fraudulent transactions, so it does not fall under the standard in branch card issuance procedures. We apologize for the inconvenience experienced by our customer. 

• Initial Complaint

  Date:08/07/2022

  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.

  The bank on multiple occasions paid an overdraft to my account charged me a fee then proceeded to return the paid option and charge a returned fee which is allows them to double dip on charges

  

  Business Response

  Date: 08/19/2022

  To Whom it May **************************** duplicate fees were the result of a third party merchant representing items for payment multiple times against an insufficient balance. We acknowledge that this practice may not have been clear in our Fee Schedule, so we will issue a refund for the represented transactions processed by ******** Paypal, Comenity, and GreenPath. The amount of the refund will reduce the balance owed on the charged off account. 
  
  The remaining fees will were charged in accordance with the bank's Personal Deposit Account Agreement and Fee Schedule and will not be refunded. 
  
  Should you have any questions, you are encouraged to contact the bank at ************. 
  
  Thank you. 

• Initial Complaint

  Date:07/28/2022

  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.

  Rockland trust is an unreliable bank you trust them for your money and when your money is usted with fraud they give you a credit and after a While they overdraw your account saying that this account is made by you they make you fight that the companies have it and when you call to companies to the companies nobody knows where your money is and your overdraw account that is a lot of irresponsibility of the bank playing with your money now I can't do anything with my account because it is overdraw and I they used to make shipments to other countries that are not mine without me being mexican that is theft and sivernetic thefts are always done.

  

  Business Response

  Date: 08/04/2022

  To Whom it May ********

  The bank's fraud department completed an investigation promptly after ************ notified us of the unauthorized transactions on her account. As is required by Federal Regulation, the bank provisionally credited ************ for the full amount of the unauthorized transactions because the investigation could not be completed within 10 days of her original notice. At the conclusion of the investigation, the bank learned that ************ used her name, email address, phone number, and mailing address to purchase airline tickets. As such, the provisional credit was reversed. The evidence presented by the merchant overwhelmingly supported that ************ did in fact authorize the transactions. The bank's conclusion stands, and no credit will be issued.

  Thank you.