Complaints
This profile includes complaints for North Shore Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/17/2022
Type: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 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
Date: 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
Date:08/31/2022
Type: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 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
Date: 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 BankingCustomer Answer
Date: 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
Date: 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 BankCustomer Answer
Date: 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
Date:08/29/2022
Type: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 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
Date: 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
************
*********************************
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