Complaints

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

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BayCoast Bank has 18 locations, listed below.

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  BayCoast Bank

  330 Swansea Mall Dr Swansea, MA 02777-4112

• 

  BayCoast Bank

  714 Dartmouth St S Dartmouth, MA 02748-3227

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  BayCoast Bank

  299 State Rd N Dartmouth, MA 02747-4313

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  BayCoast Bank

  490 Robeson St Fall River, MA 02720-5496

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  BayCoast Bank

  335 Stafford Rd Fall River, MA 02721-2537

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:02/26/2024

  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.

  I was reassured by manager ***** that my automatic payments were automatically cancelled when my buy out request was made. Im refinancing my home mortgage, feb would be my last payment incase, with being reassured by my loan/lenders that any payment after the buyout request will either be returned or applied to my new company. Today 11 days after my approved auto-payment a double charge was made by baycoast bank. The last payment i made with manager ***** over the phone as well as my now UNAUTHORIZED cancelled automatic payment of an additional 400. So one authorized payment of ****** as well as the UNAUTHORIZED (reassured cancelled) automatic payment was deducted from my bank. This has been contested thru my bank as unauthorized as well as baycoast bank blocked from future abilities.As a call center employee told me i myst provide a signature to cancel automatic payments even with a buyout request and termination of said loan with company.This is unprofessional and beyond unacceptable as i have emails and phone records to prove i was reassured all automatic payments were cancelled upon buy out request and this was a UNAUTHORIZED payment/charge to my account needing to be reversed all fees covered any unpaid bills to also be covered by baycoast bank for this UNAUTHORIZED charge.

  

  Business Response

  Date: 03/07/2024

  We have investigated the borrowers complaint.  As noted by the borrower, the existing loan was scheduled to be refinanced.  BayCoast Banks standard operating procedure is to place a lockout flag on such accounts that prevents any payments from being made when a loan is in a pending payoff status.
  
  Our **************** assisted the borrower with making a payment via telephone on 02/22/2024.  In order for the payment to be processed, the previously mentioned lockout flag had to be removed by our Loan Operations Department.  Unfortunately, the lockout flag was not re-applied on the account until the next business day (02/23/2024).  Overnight, the borrowers preauthorized (automatic) payment in the amount of $400.00 was initiated from the borrowers account at another ******************** institution.  However, the $400.00 payment never was applied to the borrowers loan, so there is no refund due.
  
  The borrowers loan was paid off on 02/28/2024, so the preauthorized (automatic) payment agreement is no longer valid.  BayCoast Bank apologizes for the inconvenience.  If the borrower incurred any fees from the financial institution where the attempted $400.00 payment originated from, BayCoast Bank will provide reimbursement for those fees.  The borrower needs to simply contact BayCoast Bank and provide evidence of the fee assessment.
  

  Customer Answer

  Date: 03/07/2024

  [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:12/18/2023

  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.

  Sent billpays via baycoast bank to my mortgage company on 12/8/23 set to be delivered on 12/14 per the banks system. It is 12/20 now and the mortgage company has not received the billpayment. I have been charge $72.80 late fee due to the banks failure to deliver on time or even a few days late. Spoke to customer service they assured me there is nothing they can do because they use a 3rd party company.. ******** owes me $72.80 credit to make the late fee right. **************** told me I should have sent the billpay sooner, even though their system claims the billpay would be delivered by 12/14. . this is a recurring issue with this bank and not the first ime this has happened since I opened the account just a few months ago. I have escalated this to the manager at the bank, ************************* (he is usually a great help). I am awaiting for communication back at this point and will coming into the bank today. ******* in the customer service department was useless and not justified in their explanation or denial of my credit for this late fee.**** pay infor and late charges are listed below:Sent On12/08/2023 Delivered by:12/14/2023 Amount:$1,851.61 Paid from:Direct Checking Confirmation#:MBL1X9GA Status:Sent Type:Check Sent to:P.O. Box ******, **********, ** ***** Category:None Next Payment Due 12/01/2023 City Tax $393.28 County Tax $0.00 Total Schedule Payment $1,851.61 ******************** $1,455.92 Homeowner's Insurance(s)$0.00 Escrow Overage/Shortage Amount $2.41 Late Charges $72.80

  Customer Answer

  Date: 12/28/2023

  The business claims it was not their fault and still will not take ownership for causing me late fees on my mortgage. This is not true, their system showed a delivery date of 12/14, the payment was never delivered.

  

  Business Response

  Date: 12/29/2023

  Management has decided not to reimburse **************** for the late fees charged by his mortgage lender.  ******************** mortgage loan payments are due on the first of each month, with a fifteen-day grace ****** is to allow for delays with the mail,processing issues, and other problems.  Our records indicate that in October 2023, November 2023, and December 2023, **************** initiated online bill payments using online solution after the first of the month.  Most recently, **************** initiated the payment on Friday, December 8th and a check was generated and mailed on the next business day, Monday, December 11th.  BayCoast Bank  BayCoast cannot control the time it takes for the check to be received by the mortgage lender or how quickly the mortgage lender processes and posts payments.

  Customer Answer

  Date: 01/02/2024

  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. 

  It is up to you to honor your delivery by date that is quoted within your system. It is not up to you to determine when and how long my grace ****** is with my bank for mortgage company your delivered by date stated 12/14. The only reason my payment was initiated late the first month I open my account is because you put a hold on my phones for almost 10 days when it was only supposed to be five business days. I was also sent on time as well and you deliver that one late too
  
  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: 01/03/2024

  BayCoast Bank has no further response.  Customer is encouraged to close out his account(s) and find another financial institution.

  Customer Answer

  Date: 01/03/2024

  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. 
  

  I absolutely will be closing my accounts with BayCoast bank. My savings account has been closed already. My checking account will be closed after the next direct deposit.
  

  I have submitted complaints to several other financial institutions, such as the ***** FDIC, FRB, ****, and CSBS

  This institution is completely unethical

  Regards,

  *****