Berkshire Bank (Headquarters)

I am starting a new business. I went to Berkshire Bank as I have an account with you. Your bank took over my bank Beacon in Marcy New York. I have been banking there since 1986. I have had a strong relationship with that bank and their past employees are now some of your managers. These same managers knew me personally over the years and when I went in for loans, I had them within days. I would even get calls after hours to let me know to come in the following day. They were very good people and cared.They were local and decisions were made at the branch. Today. everything is different. I like the service at my New Hartford NY branch and the people are great. But, in August, I applied for a truck loan for a logging truck. As a commercial loan, I was referred to the Small Business Development Council and obtained a business plan. I have excellent credit, I am retired and own debt free my home and other properties. This loan was to take about two weeks after I submitted by SBDC plan and projection. It is still not approved! The buyer held off for two weeks and the I gave him $7000 cash down and added $1000 to the price to wait for your people to act. Ten days later and no approval, a personal friend loaned me the balance due and gave me $33000 cash to save the truck. At this point he had other buyers, with cash at his door. I paid him in full to save the deal or no truck. Now your bank is holding up the deal unless I have my friend sign a letter saying she loaned me the money. She does not want to do that and I told he bank to tell the loan officer the loan was a personal loan between us and was made to save the deal. I will repay her when the bank made a check to my account.She is now willing to let me repay her rather than give a letter. I am completely annoyed at the delay and time it is taking, no less that it is now my fault for paying for the truck before they finished the paperwork. Flash, today, II am cancelling the loan, requesting my paperwork be returned and closing all accounts with Berkshire. Your bank has become so big that the local branch managers can't provide the personal hometown service I had once had. Thirty one year with the same bank, and your loan officer somewhere blames me for saving a deal. When I go to the branch his afternoon, I will be closing out all business with you and transferring to Adirondack Bank,.

I had overdraft protection and was led to believe my checking would draw from my savings when overdrawn. When I overdrew, I was charged a fee instead.On 9/25, the check that I had written my cable company was cashed, overdrawing my account. I did not realize this at the time. I was paid on 9/26, adding sufficient funds to my account. I had been signed up for overdraft protection. I signed up some time ago. I was under the impression that with overdraft, any insufficient checking funds would be pulled from my savings. It was not. Rather, I was charged a $32 fee. When I called customer service, to ask for reimbursement, thinking this was an error, they told me that overdraft meant I would just pay the overdraft fee, rather than an overdraft and an insufficient funds fee. I asked that because I was mislead, if they would still reimburse the fee. They told me no, that I had to go into a branch for this. I then inquired if I could sign up for what I thought I was already signed up for - pulling the overdrawn amount from my savings. They again told me no, that I had a visit a branch. I am writing this complaint because I feel I was mislead, and that customer service was not helpful. It is an inconvinence to me to visit a branch when I will probably be declined the reimbursement agian. I plan on both calling customer service again as well as visiting a branch to rectify this issue. I have been a customer for 8 years with the bank; I think they would dislike losing a longer term customer over a $32 fee.Desired SettlementI would like Berkshire Bank to reimburse the $32 fee. Business Response The $32 fee was refunded to the customer on September 30, 2013

Lack of consideration from branch manager ([redacted]) as well as his manager ([redacted]) & possibly fraudulent branch /district practice I was recently informed about numerous "over draft fees" applied to my checking account. I was informed by an outside merchant that constantly utilize for my gas purposes. I was informed about the "holds" placed on the account during purchase then when its time for the merchant to release hold and collect payment there has been some sort of disconnect with the bank (berkshire) who's been send back false "in sufficient funds" messages and merchant ([redacted]) has been applying $35-charges on my charge card placed with them. I spoke with branch manager ([redacted]) who didn't obtain any knowledge of what I was concerned with, he was very concerned though with what credit status I held with berkshire bank? Meanwhile, he "promised" to contact me after supposedly following up with the Clearance dept is the way he described it using alot of "bank terms" which was obviously unprofessional to me the consumer with an issue? Approximately 3 days went by and no response whereas, I had all faith that this would happen due to ongoing unsupported information from this branch manager on prior occasion. I then proceeded to contact his manager ( [redacted]) I left a message, he returned my call during my work hours and I explained to him briefly of my concerns and the needed attention. I asked if I can give a quick call back due to needing privacy and that it would take me 5mins to be private. Well, he agreed and I made the call back his phone line was then busy, I then made numerous attempts to call back phone line still busy and he never called me back its been 1 week as of today. I don't know what to make of his behavior nonetheless the branch manager's behavior. They both have my phone number and both have neglected my ongoing situation. This poor behavior as well as untrusted business from this branch located on [redacted] St. [redacted] MA.Desired SettlementI want my money back into my account all of fees I was subjected to pay [redacted]. As well as I want nothing to do with this branch manager ever again!Business Response I reviewed this complaint with Retail Banking Management.The customer made POS purchases which exceeded her account balance. The Branch Manager reviewed them with her and she proceeded to talk about her [redacted] card and that they are charging her fees as well and she wanted the bank to refund them as well. Understandably, the manager could not explain how her [redacted] card works since it is not a bank product. However he tried to explain how a number of POS purchases brought her account into the negative. She did not want to hear that, she wanted him to refund the fees and he would not. The manager provided her the name and number of his [redacted] Manager.When the [redacted] Manager returned her call, she said she could not talk on this phone and asked if she could call him right back after she gets to another phone. The [redacted] Manager stated he waited over 45 minutes and did not receive a call back.If he had been on the line when her call came in, the call would have been transferred to voicemail, but he received no message. After his review of the overdrafts there was no reason to give back any fees as they were not due to a bank error and we have no control over her [redacted] card.

Deduction not authorized or justifiedHad a loan with Berkshire that I paid off, or thought, until I found I had another 2.12 left on it. I had to initiate another external transfer from my bank to cover the 2.12. takes approximately 3 days. In the meantime they deducted 31.10 on Sept. 29 for a late fee I'm assuming. They had previously assured me the auto loan pmt transfer was stopped. Also, they knew via email correspondence that I had 2.12 coming in and that it just needed to be transferred from a checking account with Berkshire. Checking account with same Berkshire Bank that had the loan. They didn't notify me they were taking that money. Also, I believe there is a ten day grace period before the late fee is charged. There was no need to take 31.10 from me when they knew the balance was coming in. And now there is .01 left are they going to charge me another 31.10? Correspondence:From: BANKTo: [redacted]Subject: RE: Re: Re: General EmailDate: 09/25/2014Thank you.Should you require further assistance please contact us at the number listed below.Thank you.Web Support Berkshire Bank [redacted]Original MessageSubject: RE: Re: Re: General EmailCreated on: 09/25/14 09:42:30From: [redacted]To: BANKMessage:Thank you. So now I am transferring the last 2.12 to you to payoff that loan completely. It looks like it takes 3 days to transfer and become available (?) so the 2.12 should be applied by this weekend. Thank you Original Message From:BANK [redacted] Subject:RE: Re: General Email Date:09/24/2014 Message: Thank you for contacting us. Your auto payment for this loan has been canceled. We are showing that on 9/23 a transfer was made into this loan from your account. Should you require further assistance please contact us at the number listed below. Thank you. Web Support Berkshire BankDesired SettlementI feel I should not have been charged the 31.10 for a balance of 2.12 on a loan I was/had paid off especially when it was within a 10 day grace period and they said they stopped the transfer. They KNEW I was paying the loan off and was trying to get the entire thing satisfied. I would like a refund of 28.97 (31.10 -2.12 - .01)Thank youBusiness Response We have reviewed the complaint about a late charge on her loan. The $31.10 in question was not a late charge, but an overpayment on the loan which has been remitted to the customer earlier this week, mailed to the address we have on file.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The 31.10 was definitely a withdrawal against my checking account of which I did not authorize. I DID NOT over pay. I submitted 903.83 to pay the balance of the loan, or what I thought was the balance. I checked to make sure it transferred and noted another 2.12 due therefore I submitted a second transfer from my bank to theirs to cover the 2.12. Four days later there is an additional withdrawal from my account for 31.10. I DID NOT initiate the transaction. They are being very dishonest and deceitful about this entire thing. It's wrong. Also, I have not received a refund in the mail unless it comes in the next few days. 9/19/14 [redacted] TYPE: TRANSFER CO: [redacted] $903.839/25/14 [redacted] TYPE: TRANSFER CO: [redacted] $2.129/29/14 BERKSHIRE BANK TYPE: LOAN PYMT CO: BERKSHIRE BANK $31.1009/29/2014 MONEY TALKS DP-LS TRF TO LOAN ACCT XXXXXXXXXXX NOTE NO XXXXX DATE: XX-XX-XX TIME: 14:31:37 REF NO XXXXXXXL 2.12 0.0009/24/2014 FUNDS TRANSFER TRANSFER FROM [redacted] ACCOUNT # XXXXXXXXXX[redacted] AT EXT BANK ABA # 2213XXXXX 2.12 2.1209/23/2014 MONEY TALKS DP-LS TRF TO LOAN ACCT XXXXXXXXXXX NOTE NO XXXXX DATE: XX-XX-XX TIME: 06:20:58 REF NO XXXXXXXL 903.83 0.00Page 1 of 1Account Activityprinter_friendly_image_alt_text Print-Friendly View INSTALLMENT, *5-21Original balance:$[redacted] Current balance:$0.00 Available balance:$0.00 View account informationAll transactions for the last 540 daysShow scheduled transactions Search your transaction history Redisplay 540-day viewPage 1 of 1Date Description Amount Principal Interest Escrow Fee Balance10/01/2014 Loan payoff -0.01 -0.01 0.00 0.00 0.00 0.0009/29/2014 Payment -2.12 -2.11 -0.01 0.00 0.00 0.0109/23/2014 Payment -903.83 -901.71 -2.12 0.00 0.00 2.1209/17/2014 Payment -84.25 -83.87 -0.38 0.00 0.00 903.83Final Business Response The 31.10 in question was an overpayment, but perhaps more detail is necessary ot explain. Here is the breakdown from our Loan Department: At the customer's request we turned off the ACH debit from her account on 9/19. Statement dated 9/12/2014 showed the customer owed $248.00 which was August and September payments and late fee. On 9/16 customer paid $17.30 that went to late fees and $115.35 for their regular payment. This left a balance owed for September of $115.35. On 9/17 customer paid $84.25,leaving a balance owed of $31.10 for September's payment. This $31.10 was a pending ACH transaction as of 9/19 so when the bank turned off the ACH the $31.10 was already in process and could not be stopped. When the customer paid off the balance, she did so based on a balance prior to the posting of $31.10, resulting in an overpayment as was previously reported. we apologize for this confusion and the refund has been sent to the customer.

Berkshire bank offered overdraft protection of $1500.00 on business checking. Sometimes they keep there promise and other times they don't, it's $32.Berkshire bank offers overdraft protection on business checking 500 accounts. The problem I have is they should keep there promise. Time and time again over a period of a two years I have spent close to $10000.00 in overdraft fees. Thats ok to pay for this service but when checks are returned not payed and they still charge you $32.00 dollers thats not what I was promised. These checks that where returned at different times were not even close to the $1500.00 dollar limit. I have two business accounts with berkshire, account # XXXXXXXXX and XXXXXXXXX,, the XXXXXXXXX account is the one I have a problem with the most. There is no consistancy at all.Desired SettlementI would like Berkshire bank to keep there promise and not return my checks.Business Response Mr. Williams is correct that our courtesy Pay program offers up to $1500 for a business account. The account agreement which he would have signed when he enrolled in the program states that overdrafts are paid at the Bank's discretion. There is no guarantee either expressed or implied that every overdraft would be paid. Also, continuous overdraft status of 30 days will cause the service to be terminated.It can only be reinstated if there are no overdrafts over teh following 60 days. Because the complaint does not reference specific refusals on the part of the bank to pay an overdraft, I cannot be more specific. Our records indicate that there was at least one suspension of the program in 2013. Our fee schedule and our courtesy Pay disclosures will indicate that there is an overdraft fee charged both when an item is presented and paid aas well as when an item is presented and returned.

closing our business and personal accounts with no explanation and only 2 weeks notice. Creating a nightmare for business to operate.closing our business and personal accounts because of suspicious activity without ant recourse to explain. This is causing major problems.Desired SettlementI would like to know the individual transactions that they think are suspicious, the reason they said they are closing the account.1. Specific transactions that caused them to close accounts.2. allow me to provide proof every dollar is accounted for with a 1099, I have these as well the IRS.Business Response As stated in our letter, we regret that this course of action has become necessary. However, the decision to close your accounts was made by senior officers of the bank based on a review of your overall account activity. This decision was made in accordance with our Terms and Conditions Agreement, and the letter to notify you was sent 30 days before the effective closeout date as a courtesy to allow you to transition your accounts. If you have additional questions, please refer to the contact information in the letter.

Paying off my overdue balance.All I want to do is pay off the $700+ that I owe the bank. I've called the customer service and the bank that I opened the account with and no one will tell me their collections agency. I've moved addresses twice and I haven't gotten anything in the mail. I owed this money for about a year I believe, I've lost most if not all of my documentation from the bank, all I know is that before I moved I was told that the money was going to go to collections. I just want to pay them back.Desired SettlementI just want information from the bank so that I can pay back my debt.Business Response On behlf of Berkshire Bank, I apologize that the customer was unable to obtain this information. she can make payment at any branch office, if that is convenient, or she can make payment to our agent, [redacted] & [redacted] at [redacted] Box [redacted] XXXXX. If she needs specific information about her account, she can contact [redacted] at XXX-XXX-XXXX

On January 3rd, 2015, a van owned by me was involved in an accident. This vehicle was totaled by [redacted] Insurance. On January 3, 2015, a vehicle owned by me, was involved in an accident. [redacted] Insurance covered the vehicle as a total loss. The vehicle was taken by [redacted] Insurance 1-7-15. Berkshire bank continually sends me bills after this loss occurred. This vehicle was protected under GAP insurance but with Berkshire Bank stating I had missed payments even though the vehicle was removed from my possession, it became the new owner of [redacted] Insurance. The Loan for this vehicle was made through [redacted] This bank however unfortunate, became Berkshire Bank, and my loan was transferred. I never missed any payments until this loss, where Berkshire Bank states that even though the vehicle was removed from my possession that I was required to keep paying the monthly allotment, even though [redacted] Insurance Paid them. Gap Insurance should have covered the remaining balance minus the deductible of $250.Desired SettlementI would like Berkshire Bank to accept the Balance Due to be $250 for the Vehicle Loss, and not a penny more. They need to accept the GAP insurance witch stands for Guaranteed Asset Protection. My guarantee was not granted. I will pay the $250 Deductible once this other stuff is removed.Business Response GAP insurance does not cover everything related to an auto loss. The insurance company made the determination of the amount due the bank. Our collection department contacted the customer in March and had a verbal agreement to accept $75 per month until the remaining principal balance was paid. According to the collection manager, we have not recieved any payment.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Gap Insurance is called "Guaranteed Auto Protection". When I got the loan from [redacted] we were told that GAP covers what the insurance does not cover. I can understand the deductible, but not the remaining $500+. Berkshire bank is misleading the issue because they know we cannot fall back onto [redacted] because they bought them out. Berkshire bank is nothing but a bunch of [redacted] taking hard earned money from customers of other banks. They [redacted] you into believing their policies and rules. I for one will never become a customer of Berkshire Bank. And another thing, Berkshire Bank was paid the remaining balance for that loan on the 5th of June. This goes to show the true lies of Berkshire Bank and I will be obtaining legal counsel for false accusations of non payment. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This Bank Cheats and Steals. Final Business Response Berkshire Bank received payment from the customer on June 1, 2015 in the amount of $796.42. The account is now closed and paid in full.

I had overdraft protection and was led to believe my checking would draw from my savings when overdrawn. When I overdrew, I was charged a fee instead.On 9/25, the check that I had written my cable company was cashed, overdrawing my account. I did not realize this at the time. I was paid on 9/26, adding sufficient funds to my account. I had been signed up for overdraft protection. I signed up some time ago. I was under the impression that with overdraft, any insufficient checking funds would be pulled from my savings. It was not. Rather, I was charged a $32 fee. When I called customer service, to ask for reimbursement, thinking this was an error, they told me that overdraft meant I would just pay the overdraft fee, rather than an overdraft and an insufficient funds fee. I asked that because I was mislead, if they would still reimburse the fee. They told me no, that I had to go into a branch for this. I then inquired if I could sign up for what I thought I was already signed up for - pulling the overdrawn amount from my savings. They again told me no, that I had a visit a branch. I am writing this complaint because I feel I was mislead, and that customer service was not helpful. It is an inconvinence to me to visit a branch when I will probably be declined the reimbursement agian. I plan on both calling customer service again as well as visiting a branch to rectify this issue. I have been a customer for 8 years with the bank; I think they would dislike losing a longer term customer over a $32 fee.Desired SettlementI would like Berkshire Bank to reimburse the $32 fee. Business Response The $32 fee was refunded to the customer on September 30, 2013

Due to active duty status never being home. I never received any information stating I can only transfer money out of savings six times. charged feesI received a 105.00 dollar fee for transferring funds out of my savings and into my checking. I called to have them removed and only 3 came off. I am unaware of this policy nothing was sent to me stating this. The bank was automatically changed from bank of America to Berkshire bank I had no control to switch to another financial institute due to my active duty status. I just want all the fees returned to my account please. I work very hard for what little I have and sacrifice alot for it.Desired SettlementI received a 105.00 dollar fee for transferring funds out of my savings and into my checking. I called to have them removed and only 3 came off. I am unaware of this policy nothing was sent to me stating this. The bank was automatically changed from bank of America to Berkshire bank I had no control to switch to another financial institute due to my active duty status. I just want all the fees returned to my account please. I work very hard for what little I have and sacrifice alot for it.Business Response The customer incurred REG D excessive transfers fees. These fees and the limitations of 6 transfers per statement cycle are disclosed in our Terms and Conditions that the customer receives at account opening and periodically as changes to any Terms and conditions are made. It is also disclosed in our fee schedule. We will rebate $50 to the customers savings account and the credit will appear on his next statement.

Unfair and excessive overdraft fees attached to checking/debit card account.On 9.16.15, my account was charged two overdraft fees of $35 a piece. When I called the [redacted] Berkshire Bank branch, I was told that it was caused by accounts that were held and then were released. I balance my register and check the online site every day, and the funds were there and available. This has happened over twelve times in the past year, each time with me asking for an explanation and being told because there was some hidden charge that hadn't gone through yet. I was told today I had not opted out of a "service" that allowed this to happen, when I specifically had the overdraft protection removed several years ago so I wouldn't encourage any more fees. These practices are not transparent and are fully in place to make the bank money, NOT as a "service" to the customer. Over the years I have had hundreds, if not thousands, of dollars taken in these fees. I do. It make much money at all, and I cannot afford this. As stated before, I balance my ledger and log in to check my account and transactions at least once a day. These transactions are opaque and designed to encourage fees.Desired SettlementI am looking for an accurate statement of available funds and more transparent policies. I was told that an opt out was offered over two years ago via email and letter, but do not recall one. I have lodged a complaint each time my account has been charged overdraft fees, and this was never explained nor offered to me before today. Your account statement online should be a true and accurate recording of transactions and timesBusiness Response On behalf of Berkshire Bank, I would like to apologize for any confusion. We have refunded the customer $280.00 for any overdraft fees she has incurred since the beginning of the year. In addition, we have confirmed that she has been opted out of overdrafts for ATM and everyday debit card transactions. Fees for declined and/or returned items may still be assessed as disclosed. We encourage the customer to ensure that her account has sufficient available funds to cover all transactions.

Lack of consideration from branch manager ([redacted]) as well as his manager ([redacted]) & possibly fraudulent branch /district practice I was recently informed about numerous "over draft fees" applied to my checking account. I was informed by an outside merchant that constantly utilize for my gas purposes. I was informed about the "holds" placed on the account during purchase then when its time for the merchant to release hold and collect payment there has been some sort of disconnect with the bank (berkshire) who's been send back false "in sufficient funds" messages and merchant ([redacted]) has been applying $35-charges on my charge card placed with them. I spoke with branch manager ([redacted]) who didn't obtain any knowledge of what I was concerned with, he was very concerned though with what credit status I held with berkshire bank? Meanwhile, he "promised" to contact me after supposedly following up with the Clearance dept is the way he described it using alot of "bank terms" which was obviously unprofessional to me the consumer with an issue? Approximately 3 days went by and no response whereas, I had all faith that this would happen due to ongoing unsupported information from this branch manager on prior occasion. I then proceeded to contact his manager ( [redacted]) I left a message, he returned my call during my work hours and I explained to him briefly of my concerns and the needed attention. I asked if I can give a quick call back due to needing privacy and that it would take me 5mins to be private. Well, he agreed and I made the call back his phone line was then busy, I then made numerous attempts to call back phone line still busy and he never called me back its been 1 week as of today. I don't know what to make of his behavior nonetheless the branch manager's behavior. They both have my phone number and both have neglected my ongoing situation. This poor behavior as well as untrusted business from this branch located on [redacted] St. [redacted] MA.Desired SettlementI want my money back into my account all of fees I was subjected to pay [redacted]. As well as I want nothing to do with this branch manager ever again!Business Response I reviewed this complaint with Retail Banking Management.The customer made POS purchases which exceeded her account balance. The Branch Manager reviewed them with her and she proceeded to talk about her [redacted] card and that they are charging her fees as well and she wanted the bank to refund them as well. Understandably, the manager could not explain how her [redacted] card works since it is not a bank product. However he tried to explain how a number of POS purchases brought her account into the negative. She did not want to hear that, she wanted him to refund the fees and he would not. The manager provided her the name and number of his [redacted] Manager.When the [redacted] Manager returned her call, she said she could not talk on this phone and asked if she could call him right back after she gets to another phone. The [redacted] Manager stated he waited over 45 minutes and did not receive a call back.If he had been on the line when her call came in, the call would have been transferred to voicemail, but he received no message. After his review of the overdrafts there was no reason to give back any fees as they were not due to a bank error and we have no control over her [redacted] card.

I have been having problems with overdraft fees. I am a low income person & feel like I'm being taken advantage of by their overdraft policy. Deposited check for $173 or so on Saturday, Along with other deposits throughout the week. Online Banking said the check cleared on Monday, although there was a hold on it. So I couldn't use the money, and overdrafted $70 in excess been having this problem over & over again with bank. Last time I lost almost $1,000 in "held" deposits.Desired SettlementAt least refund the money for the $70.00.If you can offer any more that would be great, I feel like I've lost so much money its no longer worth being a customer at your bank. I no longer will be doing business with them after I clear the balance. I don't like being taken advantage of because I'm not wealthy. I won't ever be weatlhy if you keep charging me $35 for not allowing timely deposits...to my advantage not yours.Business Response We have reviewed the complaint regarding overdraft fees. I requested a review of the case from Retail Banking management and they have agreed to refund $350 in fees.

Paying off my overdue balance.All I want to do is pay off the $700+ that I owe the bank. I've called the customer service and the bank that I opened the account with and no one will tell me their collections agency. I've moved addresses twice and I haven't gotten anything in the mail. I owed this money for about a year I believe, I've lost most if not all of my documentation from the bank, all I know is that before I moved I was told that the money was going to go to collections. I just want to pay them back.Desired SettlementI just want information from the bank so that I can pay back my debt.Business Response On behlf of Berkshire Bank, I apologize that the customer was unable to obtain this information. she can make payment at any branch office, if that is convenient, or she can make payment to our agent, [redacted] & [redacted] at [redacted] Box [redacted] XXXXX. If she needs specific information about her account, she can contact [redacted] at XXX-XXX-XXXX

closing our business and personal accounts with no explanation and only 2 weeks notice. Creating a nightmare for business to operate.closing our business and personal accounts because of suspicious activity without ant recourse to explain. This is causing major problems.Desired SettlementI would like to know the individual transactions that they think are suspicious, the reason they said they are closing the account.1. Specific transactions that caused them to close accounts.2. allow me to provide proof every dollar is accounted for with a 1099, I have these as well the IRS.Business Response As stated in our letter, we regret that this course of action has become necessary. However, the decision to close your accounts was made by senior officers of the bank based on a review of your overall account activity. This decision was made in accordance with our Terms and Conditions Agreement, and the letter to notify you was sent 30 days before the effective closeout date as a courtesy to allow you to transition your accounts. If you have additional questions, please refer to the contact information in the letter.

Unfair and excessive overdraft fees attached to checking/debit card account.On 9.16.15, my account was charged two overdraft fees of $35 a piece. When I called the [redacted] Berkshire Bank branch, I was told that it was caused by accounts that were held and then were released. I balance my register and check the online site every day, and the funds were there and available. This has happened over twelve times in the past year, each time with me asking for an explanation and being told because there was some hidden charge that hadn't gone through yet. I was told today I had not opted out of a "service" that allowed this to happen, when I specifically had the overdraft protection removed several years ago so I wouldn't encourage any more fees. These practices are not transparent and are fully in place to make the bank money, NOT as a "service" to the customer. Over the years I have had hundreds, if not thousands, of dollars taken in these fees. I do. It make much money at all, and I cannot afford this. As stated before, I balance my ledger and log in to check my account and transactions at least once a day. These transactions are opaque and designed to encourage fees.Desired SettlementI am looking for an accurate statement of available funds and more transparent policies. I was told that an opt out was offered over two years ago via email and letter, but do not recall one. I have lodged a complaint each time my account has been charged overdraft fees, and this was never explained nor offered to me before today. Your account statement online should be a true and accurate recording of transactions and timesBusiness Response On behalf of Berkshire Bank, I would like to apologize for any confusion. We have refunded the customer $280.00 for any overdraft fees she has incurred since the beginning of the year. In addition, we have confirmed that she has been opted out of overdrafts for ATM and everyday debit card transactions. Fees for declined and/or returned items may still be assessed as disclosed. We encourage the customer to ensure that her account has sufficient available funds to cover all transactions.

On January 3rd, 2015, a van owned by me was involved in an accident. This vehicle was totaled by [redacted] Insurance. On January 3, 2015, a vehicle owned by me, was involved in an accident. [redacted] Insurance covered the vehicle as a total loss. The vehicle was taken by [redacted] Insurance 1-7-15. Berkshire bank continually sends me bills after this loss occurred. This vehicle was protected under GAP insurance but with Berkshire Bank stating I had missed payments even though the vehicle was removed from my possession, it became the new owner of [redacted] Insurance. The Loan for this vehicle was made through [redacted] This bank however unfortunate, became Berkshire Bank, and my loan was transferred. I never missed any payments until this loss, where Berkshire Bank states that even though the vehicle was removed from my possession that I was required to keep paying the monthly allotment, even though [redacted] Insurance Paid them. Gap Insurance should have covered the remaining balance minus the deductible of $250.Desired SettlementI would like Berkshire Bank to accept the Balance Due to be $250 for the Vehicle Loss, and not a penny more. They need to accept the GAP insurance witch stands for Guaranteed Asset Protection. My guarantee was not granted. I will pay the $250 Deductible once this other stuff is removed.Business Response GAP insurance does not cover everything related to an auto loss. The insurance company made the determination of the amount due the bank. Our collection department contacted the customer in March and had a verbal agreement to accept $75 per month until the remaining principal balance was paid. According to the collection manager, we have not recieved any payment.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Gap Insurance is called "Guaranteed Auto Protection". When I got the loan from [redacted] we were told that GAP covers what the insurance does not cover. I can understand the deductible, but not the remaining $500+. Berkshire bank is misleading the issue because they know we cannot fall back onto [redacted] because they bought them out. Berkshire bank is nothing but a bunch of [redacted] taking hard earned money from customers of other banks. They [redacted] you into believing their policies and rules. I for one will never become a customer of Berkshire Bank. And another thing, Berkshire Bank was paid the remaining balance for that loan on the 5th of June. This goes to show the true lies of Berkshire Bank and I will be obtaining legal counsel for false accusations of non payment. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This Bank Cheats and Steals. Final Business Response Berkshire Bank received payment from the customer on June 1, 2015 in the amount of $796.42. The account is now closed and paid in full.