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December 2023 by Pamela
People there are awesome and very helpful
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December 2023 by Missy Chrissy
Customer service was phenomenal! I forgot to ask the lovely lady who helped me her name today. She deserves a raise though. She was very polite, helpful and resolved my banking issues. Also the manager who also helped was very nice as well.
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November 2022 by Nancy k
I have been a long time customer of Eastern Bank, 10+ years and never has any issues up until 2021. Started with my debit card being compromised and then my whole bank account was compromised. I have gone through all the steps with the fraud department and they have refunded me some of the money back into my account but still pending for the rest to be refunded. So my account has been frozen and if I want to withdraw money I would need to go into the branch to do so, which if fine, I have no issues doing so. But I have decided I no longer want to be a customer with eastern back and opened up another account elsewhere but I was told to keep my eastern bank account open until the investigation has been closed. So anyways, I needed to withdraw some cash. I went into the Dracut location and dealt with one woman at first and there was some sort of an issue so she has to pass me down to someone else and I wish I got the names of these ladies. I wanted to withdraw one thousand dollars. My first mistake was not paying attention to the ladies counting my money…clearly I will never do this again but I trusted that she was a good person and would count my money correctly. There were also a few people behind me so I didn’t want to take up too much time and just wanted to grab my money and move out the way so the next person can go next. I leave the bank and go straight home, money is still in the envelope. I haven’t taken the money out from the envelope until I got home, which is like a 10 minute drive. I get home put the envelope on my table and began to count the money. I counted about 10 times and then has my husband count it to double check. I wanted to withdraw ONE THOUSAND ($1,000) and there was only $900 in there. So now I’m panicking because what do I do now? It’s a Saturday and they’re about to close, will they believe me? I rush back to the bank..it’s now 12:20pm and they’re closed..but I still see the workers inside so I’m banging on the door begging for someone to please speak with me. The woman I dealt with (5’0, a little heavy set, dark wavy hair, shoulder length.) comes out to the door and I’m telling her she only gave me $900. She’s telling me no, I have you $1,000 and counted twice. I’m pleading for her to please check her cash box, does her cash balance out correctly and of course she said yes. I am so frustrated and irritated because now it’s her word against mine. I wish I had counted the money before I walked out that door. If someone can please check those cameras! That woman handed me $900 and not the money I requested to withdraw! Please check the cameras!! This happened on Saturday 1/8/22 around 11am.
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January 2022 by Medical kk
I have been a long time customer of Eastern Bank, 10+ years and never has any issues up until 2021. Started with my debit card being compromised and then my whole bank account was compromised. I have gone through all the steps with the fraud department and they have refunded me some of the money back into my account but still pending for the rest to be refunded. So my account has been frozen and if I want to withdraw money I would need to go into the branch to do so, which if fine, I have no issues doing so. But I have decided I no longer want to be a customer with eastern back and opened up another account elsewhere but I was told to keep my eastern bank account open until the investigation has been closed. So anyways, I needed to withdraw some cash. I went into the Dracut location and dealt with one woman at first and there was some sort of an issue so she has to pass me down to someone else and I wish I got the names of these ladies. I wanted to withdraw one thousand dollars. My first mistake was not paying attention to the ladies counting my money…clearly I will never do this again but I trusted that she was a good person and would count my money correctly. There were also a few people behind me so I didn’t want to take up too much time and just wanted to grab my money and move out the way so the next person can go next. I leave the bank and go straight home, money is still in the envelope. I haven’t taken the money out from the envelope until I got home, which is like a 10 minute drive. I get home put the envelope on my table and began to count the money. I counted about 10 times and then has my husband count it to double check. I wanted to withdraw ONE THOUSAND ($1,000) and there was only $900 in there. So now I’m panicking because what do I do now? It’s a Saturday and they’re about to close, will they believe me? I rush back to the bank..it’s now 12:20pm and they’re closed..but I still see the workers inside so I’m banging on the door begging for someone to please speak with me. The woman I dealt with (5’0, a little heavy set, dark wavy hair, shoulder length.) comes out to the door and I’m telling her she only gave me $900. She’s telling me no, I have you $1,000 and counted twice. I’m pleading for her to please check her cash box, does her cash balance out correctly and of course she said yes. I am so frustrated and irritated because now it’s her word against mine. I wish I had counted the money before I walked out that door. If someone can please check those cameras! That woman handed me $900 and not the money I requested to withdraw! Please check the cameras!! This happened on Saturday 1/8/22 around 11am.
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January 2022 by Nancy K.
I have been a long time customer of Eastern Bank, 10+ years and never has any issues up until 2021. Started with my debit card being compromised and then my whole bank account was compromised. I have gone through all the steps with the fraud department and they have refunded me some of the money back into my account but still pending for the rest to be refunded. So my account has been frozen and if I want to withdraw money I would need to go into the branch to do so, which if fine, I have no issues doing so. But I have decided I no longer want to be a customer with eastern back and opened up another account elsewhere but I was told to keep my eastern bank account open until the investigation has been closed. So anyways, I needed to withdraw some cash. I went into the Dracut location and dealt with one woman at first and there was some sort of an issue so she had to pass me down to someone else and I wish I got the names of these ladies. I wanted to withdraw one thousand dollars. My first mistake was not paying attention to the ladies counting my money...clearly I will never do this again but I trusted that she was a good person and would count my money correctly. There were also a few people behind me so I didn't want to take up too much time and just wanted to grab my money and move out the way so the next person can go next. I leave the bank and go straight home, money is still in the envelope. I haven't taken the money out from the envelope until I got home, which is like a 10 minute drive. I get home put the envelope on my table and began to count the money. I counted about 10 times and then had my husband count it to double check. I wanted to withdraw ONE THOUSAND ($1,000) and there was only $900 in there. So now I'm panicking because what do I do now? It's a Saturday and they're about to close, will they believe me? I rush back to the bank..it's now 12:20pm and they're closed..but I still see the workers inside so I'm banging on the door begging for someone to please speak with me. The woman I dealt with (5'0, a little heavy set, dark wavy hair, shoulder length.) comes out to the door and I'm telling her she only gave me $900. She's telling me no, I gave you $1,000 and counted twice. I'm pleading for her to please check her cash box, does her cash balance out correctly and of course she said yes. I am so frustrated and irritated because now it's her word against mine. I wish I had counted the money before I walked out that door. If someone can please check those cameras! That woman handed me $900 and not the money I requested to withdraw! Please check the cameras!! This happened on Saturday 1/8/22 around 11am.
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November 2021 by John Giordano
November 2, 2021Dear Customer Service:I got to the drive up teller (Dracut, MA branch) at 3:45 PM today (11/1/2021). The teller was having a non banking conversation with the customer in the car in front of me. When I finally got a chance to get to the teller, she said the window closes at 4PM. Her attitude was not good, and her demeanor unlike any I have experienced at your bank I left work early to cash my check, and was unable. Man, was/am I upset.I have been a long time customer of Eastern Bank, but now I am strongly considering moving my business down the street to Washington Savings.
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September 2021 by Luz Imbacuan
Karen Davis (the assistant manager) went out of her way, to help us open a checking account. The whole operation took less than 10 minutes and she was very helping and friendly!! Thank you and keep up the great work Eastern Bank!!
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May 2021 by Phil Bleeker
Spoke with Karen at the branch. I let her know that I was shopping around for some places with the best interest rates for a CD and opening a savings account for my kids. She was incredible! I'd give her a million stars if I could, even though she knew I was just shopping around, to take the time and explain to me their rates and everything that would need to happen if I chose to go with their bank was just awesome, and she even pointed me to a person that was located in a branch closer to my home! Thank you so much for your time Karen!
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March 2021 by Vaughn H.
No help whatsoever. Don't bother going inside. Inarticulate and useless staff. Zero ability to handle simple requests. I have had better service from teenagers at Taco Bell.
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June 2020 by michael matte
Drive thru only have only 1 lane open.. took 1 hour to do a minute transaction ridicules
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May 2020 by D A.
Customer service has been excellent especially during this pandemic! Kindness and helpfulness abound!
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May 2020 by Joe S.
I cannot believe this bank is even in business. Understandably, with the COVID-19 changes some things are not always smooth but Eastern is unable to manage day-to-day operations. The local branch is only open by appointment due to the virus, understandable. To get an appointment you have to dial a central 800 number for customer service. I have no idea how long it takes them to answer the phone because after 20 or 30 minutes of horrendous muzak I can't take it any longer and I hang up. I could possibly last longer if there was an option to not listen to muzak but they are not that sophisticated. So the next option is the drive-up window. With no less than 8 cars in line for the one window whenever I go by I know I'm looking at creeping up at a snails pace for at least a half an hour and I'm not doing that. I figured that it's faster to open an account in a real bank, change my direct deposit, and write a check to transfer the bulk of my balance. And, I didn't have to listen to the muzak while doing it.
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June 2019 by Andrew Zioto
My grandmother had her purse stolen with all her identification. She had been going to this branch since it opened. They knew her and understood the situation. They assisted with her gaining access to her account and reestablishing her indentiy. Excellent customer service, with a focus on empathy and understanding of her situation. If I lived in MA, this is the kind of bank I would want to have.
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December 2018 by Jared Warner
Not incredible!
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May 2017 by lilly burbine
extremely inconvenient They told me at the end after everything was all set and signed and I was ready to go out the door that I would not receive my bank card / debit card to have access to my money out the ATM Im out etc. And that I would have to wait till close to two weeks to have access to my money Because I have to wait two weeks for them to mail me my bank card this acceptable I will not do business with them again
