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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
08/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I currently hold a mortgage with the Bank, which imposes fees and interest charges on me when I am paying. I was not informed by the Bank that I cannot make payments in increments smaller than the exact amount owed, nor that they would retain any excess payments beyond the amount due. I have paid over 9000 dollars since 6/24 and as of today 8/22 they still have my money. This mortgage has been serviced with partial payments from the outset. Recently, a representative from the loan department. Max on 8/22 at 10:30 am ET, ended a phone call abruptly after failing to assist me adequately or address my inquiries. Despite my attempts to obtain information, the representative was uncooperative. I subsequently requested to speak with a supervisor, but we were disconnected, and no return call was made. After multiple follow-ups, I reached ****, the loan manager, and have now spent approximately two hours resolving this issue. The Bank has indicated they will return the excess payment and informed me that I cannot remit further smaller payments until the late amount has been paid in full. I seek clarification on the legality of this practice?
Business response
08/30/2024
Hello -
Bangor Savings Bank is unable to provide private account information or details about ************************* account due to not having 3rd party authorization to release their private personal information to your organization. The Bank has made several attempts to contact *********************************** to discuss their concerns, however, those attempts were not successful. The Bank will continue making attempts to reach the customer.
Thank you,
***********************
Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I use BSB to facilitate my mortgage payments. Although they did not provide me a loan, I use their bank for my checks with my own money. On 7/3, I deposited $4,000 in cash to cover closing costs on my home. After the 4th of July, I wrote a check and decided to check the account, only to find that the money was not there.I called the bank and spoke with a representative at the call center, who stated that she did not see a deposit. I had to take time off work and go to the bank in person to figure out where the $4,000 in cash I deposited went. When I arrived, I overheard a teller arguing with a customer about funds mistakenly deposited into his account, totaling *******************, the bank failed to order my bank checks as requested. When this error occurred, I was told the bank checks would be waived, but they were not, resulting in an overdraft on my account. When I called the representative, she said she didn't see anything on the account indicating the checks should be covered as a courtesy for the bank's errors. This required me to take time off work again and go in person to talk with the manager.Throughout this ordeal, the bank tellers and managers were very nonchalant about my situation. They didn't seem to understand the impact of their actions and displayed trepidation and fear instead of remorse or care. Although they were constantly in the wrong, they behaved as though they were helpless and treated customers as if they were the problem. I couldn't even express my frustration because the staff was so panicked and fragile, seeming more interested in getting rid of the situation rather than clearly addressing the errors and preventing future incidents.As a customer of over 5 years, I am unimpressed and am now seeking another bank.Business response
08/12/2024
Bangor Savings Bank is unable to provide private account information or details about *********************** account due to not having 3rd party authorization to release their private personal information to your organization. The Bank has been in contact with ********************* to address their concerns.Initial Complaint
07/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Received my flood insurance check to help with costs of fixing my home which was in a flood (12/2023). I was directed to deposit the funds, which I did. The bank kicked the check back 7 weeks ago and started me on a search for the legal copy of the check. I asked for a meeting with the people involved to get clarity and was pushed off and ignored for weeks while overdraft fee piled up.In this time Ive emailed several department and bank managers and have been completely ignored and stonewalled. When I say ignored I mean emails going unanswered for weeks. At this point ** at beyond frustrated and have no idea what to do to help me get my home back. I do have all my emails if they are needed.Business response
07/05/2024
Hello,
Bangor Savings Bank is unable to provide private account information or details about ***************************** account due to not having 3rd party authorization to release their private personal information to your organization. The Bank has been in contact with ************************* and will continue to work with them to directly address their concerns.
Thank You,
Bangor Savings BankInitial Complaint
12/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Someone was able to take several hundred dollars directly from my account and when I try to let the bank know about the fraud was unable to get the matter investigated and wasn't able to get the money that was taken to be returned. Showed the fishing transactions of .01 go in and out then my account was drained. **** refuses to help resolve issue or return the money.Business response
12/22/2023
Bangor Savings Bank is unable to provide private account information or details about **************************** account due to not having 3rd party authorization to release private personal information to your organization. The Bank has been in contact with ************************ regarding his account concerns. We encourage him to contact us to discuss his concerns.Initial Complaint
12/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is absolutely unacceptable and if I do not hear from somebody in the Bangor savings bank, corporate office by the end of the day, I will pay the $121 to go to court and file for loss money. What you guys are doing to me, is completely unacceptable. The branch managers that I have spoken to one of them was just super nice acted like they were going to fix my issue and then started ignoring me and then the other one kept arguing with me when I could see it in black-and-white in my transaction, history and telling me I was wrong. I want my issue completely taken care of. He swore at me told me to f*** off and close my account. I expect a call from somebody from the Bangor savings bank corporate office by the end of the day, or Im going to file a complaint with whoever is in charge of all of the banksBusiness response
12/14/2023
Bangor Savings Bank is unable to provide private account information or details about **************' account due to not having third-party authorization to release private personal information to your organization. The Bank will only communicate with ************** via telephone. She has been advised to contact the ******** branch to discuss her account.Initial Complaint
10/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I used the bill pay option to make a payment to ********************.The option generated two payments rather than one after I adjusted the amount.The second payment for 250 was unintended.It was sent unbeknownst to me.It was returned for insufficient funds.I was charged 35 dollars by the business.I requested that they resubmit the check which they did.The check hit the account overnight as did a VA deposit for fifteen hundred dollars.Inspite of that the Waterville branch made a decision to return the check again and I was charged another 35 dollars not to mention the damage to my standing with this business.I called the bank about this and each person I talked with said they did not know why it was returned but that it was a branch decision.I requested to speak with ********* the branch manager and it has been several days and I have not heard from her.I would like to seek a remedy here for a situation that arose out of a faulty bill pay system and poor customer service.Business response
10/17/2023
Bangor Savings Bank is unable to provide private account information or details about **************** account due to not having 3rd party authorization to release private personal information to your organization. The Bank has made multiple attempts to contact ************. We encourage her to contact us to discuss her concerns.Customer response
10/17/2023
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.
[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
09/08/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Loan officers have NO IDEA what theyre doing and will pull a hard credit report at the drop of a hat, ensuring you you have the loan and telling later you dont. Highly unprofessional and I am filing multiple formal complaints against this bank and specific people who work there so feel free to email if youve had similar problems. Ill be happy to ************* a complaint. Im also happy to provide proof of my accusations so feel free to inquire.Business response
09/18/2023
We regret to hear the ************ was not satisfied with his experience with Bangor Savings Bank. The Bank is unable to provide private account information or details about **************** loan application due to not having 3rd party authorization to release his private personal information to your organization. The Bank has received a request from an individual on Mr. ******************* ************ should contact the bank directly to obtain further information.Initial Complaint
08/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 08.07.2023 I had a chat with ******** regarding a dispute. She was willing to help until she saw the number of disputes (34, same merchant between dates of 07/27 through current) all had posted to the account.She was very rude, had very long gaps between answering, wasted a lot of my time, refused to provide me with standard identifying information and did not help me whatsoever. I am so angry that I am considering switching banks depending on how this is addressed. She also purposely kept repeating the same "Thank you for waiting. I'll be with you in just a moment." To avoid answering questionsBusiness response
08/11/2023
Bangor Savings Bank is unable to provide private account information or details about ********************** account due to not having 3rd party authorization to release his private personal information to your organization. The Bank has been in contact with ************. His account disputes have been successfully submitted.Initial Complaint
10/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I opened an account with my son in July 2020 with our local Rockland branch of Bangor Savings bank. Because my son was 15 at the time I needed to be listed on the account. My son was issued a debit card for his account so that he could have access to his money. He was working a full time job the summer of 2020 and had his checks deposited into said account. My son over the coarse of these past 2 years has had apox 4 times to which his card has been locked for potential fraud. He has been able to call the number on the card to verify his information and the card was unlocked. The 4th times was at the end of August 2022- his card was locked again and he tried several times to unlock it by calling. 3 weeks went by and he asked me to call to help. I called 2 different number to be told they needed to speak with him directly- as he was the primary card holder. Between school and sports it took another week to get resolved. Now comes getting the card... he wasn't able to get to the bank between hours of operation, so he asked again if I could help. I called the Rockland branch twice in two days. All representatives were busy so I had to leave messages both days. The third day I called the Camden Rockport Branch- again had to leave a message. The forth day I called the Camden Rockport branch and was able to speak with someone- she told me my son had to come in and I had explained to her the situation with school and sport that he could not- as a listed PARENT on the account I told her I would like a card ready that day and I would pick it up- she got this cleared by a supervisor and I picked the card up later that day; this was just 5 days ago. So he hadn't had access to his money in his account for 5 weeks. His car payment and insurance are set up to automatically come from this account, also his direct deposits from his employer. ALL OF WHICH HAVE BEEN AN ISSUE since the lock. Its the 2nd of October- New card is locked. BECAUSE THE **** DIDNT HAVE A FORM SIGNED IN 2020.Business response
10/03/2022
Bangor Savings Bank is unable to provide private account information or details about *************** account due to not having 3rd party authorization to release her private personal information to your organization. The Bank has been in contact with ************ and her concerns have been addressed.Customer response
10/03/2022
The issue was not resolved
The bank made no effort to reach out to me I took the morning off from work to go to the Rockland branch the gentleman I spoke with was aware of my situation printed off the said form I signed it with **** some funds and had explained that I had opted another account at another local bank and would leave the choice up to my son if he wanted to close the account
Since the bank is regulated by the federal government on compliance regulations perhaps an audit and review of peoples accounts are in order
This has not been resolved by the bank
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,April
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