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Complaint Details
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Initial Complaint
09/25/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 I feel I am being hit twice with their outdated polices.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 YouCustomer response
10/06/2022
I have not heard from the business in response to my complaint.
Business response
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
08/07/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 chargesBusiness response
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
07/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.
Initial Complaint
04/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am filing a complaint against rockland trust after i had my bank atm card stolen and over $28,000 was stolen from my account and my claim was denied after the fact i was told in a letter that i gave pin or did not report this sooner which i did not have any idea my card was stolen until march and this was reported to my local police department but i never made any transactions with card or atm withdrawals and i never gave my pin to anyone. I am very unhappy.Initial Complaint
03/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Thursday March 24 at approximately **** I went to the drive up atm at the rockland trust bank on ********************* in Dorchester, mass. I inserted my card and proceeded with my transaction, after a few moments the machine showed a message my transaction was canceled and returned my card, but no matter came out. I checked my online banking an the money was taken out of my account. At 7 am on Friday March 25th I called the bank and they told me my best option was to go into the branch and have them help, as they can access the machine. When I went in I was told cause it was the drive up machine it is maintained by ******, and they would have to contact them. I said to do that and left my information for a call. I waited till about 3pm and returned to the bank to inquire about the situation and no resolution was offered. They said I could dispute the transaction but then found out cause it is listed as pending they can not do anything till it post which could be Monday or later.Business response
04/06/2022
To Whom it May **************** Philips attempted a withdrawal at the drive thru *** at our ********************* branch in Dorchester around 9 PM on Thursday 3/24. She states that she did not receive her funds, but the transaction appeared on her account. Because the transaction occurred after 7PM on Thursday, it was considered received the next business day, which was Friday 3/25. Transactions generally take one business day to process as they run through our nightly processing cycle, therefore, her transaction did not post until Monday 3/28. When transactions are in a "pending" state, they cannot be disputed because there is the chance that the transaction will "fall off" during the nightly processing. This was communicated to ********************* when she visited the branch on Friday 3/25 to request a dispute.
A dispute was filed for ********************* on Monday 3/28. That dispute is under investigation. As the *** used is in the drive thru, it is maintained and will be serviced by ******. Under Regulation E, Rockland Trust has up to 45 days to complete its investigation of the dispute. However, the bank will issue provisional credit within 10 business days of receiving the dispute as we have received written notice from Mrs. ********
********************* will receive notification when the investigation is complete. In the interim, she is welcome to call our call center or visit the branch for additional assistance.
Thank you,
*******************************
AVP, Compliance OfficerInitial Complaint
03/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My account was put in dormant status due to inactivity. I called and spoke with a customer service representative indicating I wanted the account to remain open and wanted the $5 fee I was charged credited. I was told the dormant status would be removed and the person would note the account for credit. I recently received notice indicating my account is still dormant and I was charged another $5 fee.Business response
03/24/2022
**************** account as rebated the dormant account fees and a check was mailed to him for his account balance. His account is now closed. Should he have any additional questions or concerns he is encouraged to contact the bank directly.
Thank You,
*****************************
VP, Compliance Officer
Rockland Trust Company
Customer response
03/24/2022
[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 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
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rockland trust wrongfully destroyed my credit has admitted to their mistake and has refused to correct their mistake. I had a HELOC(home equity line of credit) with East Boston Savings bank. Rockland Trust acquired my loan. Took them three months before the decided to ruin my day and credit. I have paid my loan on time every month. I have statements form Rockland trust showing on time payment. I have had about 6 conversations with various employees at Rockland trust and they all indicate on a recorded line that my payments are on time and they don’t know what happened. The 2 employees I spoke with are Luke in customer service, and Louis in collections. They have indicated my payments have been on time and they do not know why a negative score would be put on my credit. They were baffled. Employees at Rockland trust do not work together. Won’t even return each other’s calls. Luke needed my help to get a response from his coworkers… can’t make that up. This is what happened! He needed my help to get this coworker involved to fix their mistake. Louis team never answers the phone and responds to voicemail only. I can’t even believe what a podunk archaic way this is to communicate with customers. They obviously have cheap software and lack internal process to fix mistakes. I cannot even tell you the last time I left a voicemail. So you get the joy of phone tag from 800 numbers, hopefully you answer the right one or you end upon the phone with someone trying to sell a god damn extended warranty for my car. Like most people I cannot always answer my phone. Louis manager then proceeds to NOT remove the negative mark on my credit but change it. This does not fix my credit. This is just mean. She took the time to change it but not remove it??? Why would you do that. It’s as if they benefit from hurting my credit. I do not understand. It’s one thing to be incompetent but to be this mean is just wrong. Feels petty and in purposefully hurtful.Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rockland Trust acquired EBSB where I held an account. They provided me no notice that they were disabling all feature of my EBSB and moving it to a Rockland account. Upon trying to withdraw money from the account, I was told the account that have been connected to my EBSB for a decade were not pulled over with the acquisition, and I would need to reconnect them. After entering in account details, Rockland Trust said wait three business days for the verification process of the account that I want to transfer money into. This is unacceptable, they have disable my access to move my money. I gave no consent for all of this to happen and Rockland Trust's customer service was useless.Initial Complaint
01/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter has an account at Rockland Trust. She tried to deposit $140.00 at the ATM at the Court St. branch in Plymouth MA. 02360. She put the money into the machine, and got an error. The ATM printer out a receipt that says "there was an error returning your cash, please contact your financial institution". She called the bank and was told they'd look into it. After a few days, she made an appointment with a representative at the Court St. branch. We looked at the receipt she has, we looked at ATM footage of her depositing money. The rep. told us the ATM was over, but by only $22. I posted about our experience on social media. Rockland Trust called me, told me they'd investigate and call me back. They never called me back. We got a letter today that said they are denying our claim and that the ATM was audited and in balance. This is contrary to what we were told at first by the representative and not possible given that we have a receipt from that machine saying that it could not return her cash. We have the receipt. RT has a copy of it, as well as the footage of her making the deposit. As far as resolutions go, I want her to get her deposit credited to her account.Initial Complaint
01/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On Dec 13 2021, transferred $750 from my Cash App account to my Rockland Trust account . Rockland Trust claims to have reversed that transfer on December 14, 2021. I reached out to Cash App and they indicated they did not reverse the transaction, furthermore, they do not have the ability to do so. I reached out to Rockland Trust and they Refused to investigate since this happened more than a day ago. Cash App sent Rockland Trust a letter of indemnity in attempt to recover the funds over three weeks ago but have indicated they are yet to hear back. Please let me know if you need additional documentation.
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