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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In December 2023 my checking account was hacked. I called the number on the back of my debit card. I was told they would put a hold on the account and was instructed to go to the local bank on Monday as this was on the week end. My wife and I met the local bank manager and he said we should open a new account and he could take care of everything including our $1,000 over draft protection. We signed the paper work and received new debit cards and a new checking account . Everything seemed fine until I checked our credit and we saw that our credit scores were much lower especially the Equifax report. The report showed we had not paid Rockland Trust $25 and it was still owed to them . I went to the local bank that now had a new manager and asked him how we could possibly owe the bank any money . All our income came into that bank, we had a savings account there and we had overdraft protection. Aside from all that we never received a bill claiming we owed Rockland Trust any money . I was assured by the new manager he would call the loan department and get it corrected . Now several months have gone by and it still shows we missed a payment to Rockland Trust. I went back to the local bank and spoke with the manager and he said the problem was being looked at we should have an answer but might take a little time. After several weeks I went back to the local bank and the manager did not seem to remember our previous conversations and said he would look into it . That was last week and I have not heard from the him.
Business response
09/24/2024
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.Initial Complaint
12/14/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
December 5, 2023, I mailed ******* ****** transfer documents to transfer funds from my deceased mother's (*********************) account. I have not received the funds in my ******* ****** Account yet.Business response
12/15/2023
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.Initial Complaint
11/02/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hold a personal checking account with ********************. It is solely my account. No one else has had access to the details of this account nor had access to the details of this account. My wife and I intended to pay down some debt. My wife logged into her credit card account, her Alta Master Card credit card. I had never used this card and had never made a payment on this card. When she logged into her account we saw that MY Rockland Trust card was listed there- account number and routing number- it had been made a 'preferred' method of payment. This was NOT added by myself, would have been impossible for my wife to add as she did not know the details not had access to them-This is something I know is happening within the online retail world- I can share a similar example with another bank and retailer. Rockland Trust says it was impossible, it could not have happened. This was an egregious breach of my personal security and places me at risk for malicious activity.Business response
11/03/2023
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 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.Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
08/17/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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 response
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
04/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
12/23/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
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 sameCustomer response
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
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
11/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
10/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 response
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
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 response
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,****
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