Eastern Bank Corporation

November 16, Revdex.com [redacted] RE: Complaint # [redacted] Dear Sir/Madam,We received your letter dated November 13, regarding a complaint made by Mr [redacted] Mr [redacted] filed his complaint with the Revdex.com regarding a recent block on his online banking account resulting in his inability to perform transfers between his accounts Mr [redacted] stressed his concern that he did not receive a satisfactory response from bank employees with respect to his online banking concerns His desired resolution is to be given a full explanation outlining the reason he was not able to perform transfers online In addition, he is seeking assistance on how to move forward with handling the account which is held as a living trust for his father who recently passed away.We completed our investigation and found that Eastern Bank received a Death Notification Entry (DNE) from the Social Security Administration on October 13, This notification alerted the bank that [redacted] passed away on October 2, As a result, a deceased party code was placed on Mr [redacted] deposit account This code restricts the use of the transfer capability through our online banking application When Mr [redacted] called our Customer Service Center, the representative explained that we could not perform a transfer with a deceased party code on the account This is outlined in the department’s standard operating procedure We analyzed this procedure and will work to modify it so that the representatives can perform the transfer for the customer.I called Mr [redacted] and provided a detailed explanation of the death notification process I let him know that the Vice President in the Customer Service Center is working toward changing the existing procedure to allow transfers through our Call Center I also informed Mr [redacted] that I would share the feedback with our Retail Division so that they can provide clarification to the Retail Bankers I explained what steps Mr [redacted] should take in transitioning the Living Trust account under his father’s social security number to another form of Trust or Estate account with a tax identification At his request, I performed a transfer for him and offered my direct phone number if he has any additional questions or needs to perform a transfer during the transition of updating the current transfer procedure Mr [redacted] was very grateful for the explanation and the course of action we have taken in this matter.Sincerely, [redacted] Assistant Vice President/AAPCustomer Service Center

Revdex.com: 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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

August 3, Revdex.com [redacted] RE: Complaint # [redacted] Dear Sir/Madam, We received your letter dated July 24, regarding a complaint made by Ms [redacted] regarding fees that were assessed to her account After researching her complaint we found that the issue stemmed from a mistake that was made by her daycare provider She stated that she contacted her daycare on June and updated her account payment information from Eastern Bank to another financial institution She said that she received a confirmation email from them; however, they attempted to withdraw the funds from her Eastern Bank account on July and again on July resulting in two $fees for nonsufficient funds She contacted Eastern Bank on July and explained her issue and was offered a rebate of one $fee as a courtesy Ms [redacted] felt this was unacceptable and that she should not be penalized for her daycare provider’s mistake Her desired resolution is to not pay the fees The representative reviewed her account and explained to her that because the fees were not a direct result of a banking error she would need to contact the daycare provider to be reimbursed She stated that she had already contacted them and they were unwilling to reimburse her The representative spoke with a supervisor and offered to reimburse her one fee for $ She told the representative that she would not accept the offer and wanted both fees back She said that it was not her fault, is not responsible for the fees and suggested that the bank send a bill to the daycare provider instead of charging her account At this point she requested to speak with a supervisor and the representative placed the customer on hold and spoke with his supervisor He returned to the call and stated that after speaking to his supervisor the offer to rebate one fee still stands She reiterated that she would not accept that and would need to take this higher and the call was terminated I contacted Ms [redacted] on July and informed her that her daycare provider was attempting to withdraw another payment from her account on this same day I told her that she would need to check her daycare provider to find out why they have attempted another payment to her Eastern Bank account In the meantime, I explained to her that we could place a status on her account to prevent any further activity and this would allow the payment pending for today to be returned without any additional fees Ms [redacted] authorized the status to be placed on her account I apologized to her that she was not transferred to a supervisor as requested and that our procedure would have been to have her speak with a supervisor as I was confident the supervisor would have been able to help resolve this I informed her that this has been shared this with the Vice President who oversees Customer Service and reassured her that the call will be reviewed with the representative who assisted her that day for quality assuranceAfter discussing this with Ms [redacted] and understanding that her intent was to close out her Eastern Bank account I offered to rebate her $which would clear up the overdrawn balance I agreed to monitor her account to ensure the payment was returned and once her account was at a zero balance I would close it for her She agreed to this resolution and said overall she has been happy with the service she has received She is satisfied with the steps we have taken to resolve her concernsIf I can be of further assistance, please contact me at [redacted] Sincerely, [redacted] ***Senior Customer Support Specialist Office of the President

August 3, 2015  Revdex.com [redacted] RE:  Complaint # [redacted] Dear Sir/Madam, We received your letter dated July 24, 2015 regarding a complaint made by Ms. [redacted] regarding fees that were assessed...

to her account.  After researching her complaint we found that the issue stemmed from a mistake that was made by her daycare provider.  She stated that she contacted her daycare on June 22 and updated her account payment information from Eastern Bank to another financial institution.  She said that she received a confirmation email from them; however, they attempted to withdraw the funds from her Eastern Bank account on July 1 and again on July 7 resulting in two $35.00 fees for nonsufficient funds.  She contacted Eastern Bank on July 23 and explained her issue and was offered a rebate of one $35.00 fee as a courtesy.  Ms. [redacted] felt this was unacceptable and that she should not be penalized for her daycare provider’s mistake.  Her desired resolution is to not pay the fees.  The representative reviewed her account and explained to her that because the fees were not a direct result of a banking error she would need to contact the daycare provider to be reimbursed.   She stated that she had already contacted them and they were unwilling to reimburse her.  The representative spoke with a supervisor and offered to reimburse her one fee for $35.00.  She told the representative that she would not accept the offer and wanted both fees back.  She said that it was not her fault, is not responsible for the fees and suggested that the bank send a bill to the daycare provider instead of charging her account.  At this point she requested to speak with a supervisor and the representative placed the customer on hold and spoke with his supervisor.  He returned to the call and stated that after speaking to his supervisor the offer to rebate one fee still stands.  She reiterated that she would not accept that and would need to take this higher and the call was terminated.     I contacted Ms. [redacted] on July 30 and informed her that her daycare provider was attempting to withdraw another payment from her account on this same day.  I told her that she would need to check her daycare provider to find out why they have attempted another payment to her Eastern Bank account.  In the meantime, I explained to her that we could place a status on her account to prevent any further activity and this would allow the payment pending for today to be returned without any additional fees.  Ms. [redacted] authorized the status to be placed on her account.      I apologized to her that she was not transferred to a supervisor as requested and that our normal procedure would have been to have her speak with a supervisor as I was confident the supervisor would have been able to help resolve this.  I informed her that this has been shared this with the Vice President who oversees Customer Service and reassured her that the call will be reviewed with the representative who assisted her that day for quality assurance. After discussing this with Ms. [redacted] and understanding that her intent was to close out her Eastern Bank account I offered to rebate her $68.11 which would clear up the overdrawn balance.  I agreed to monitor her account to ensure the payment was returned and once her account was at a zero balance I would close it for her.  She agreed to this resolution and said overall she has been happy with the service she has received.  She is satisfied with the steps we have taken to resolve her concerns. If I can be of further assistance, please contact me at [redacted]. Sincerely,   [redacted]Senior Customer Support Specialist Office of the President

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

November 16, 2015 Revdex.com[redacted]
[redacted]RE:  Complaint # [redacted]Dear Sir/Madam,We received your letter dated November 13, 2015 regarding a complaint made by Mr. [redacted].  Mr. [redacted] filed his complaint with the Revdex.com...

regarding a recent block on his online banking account resulting in his inability to perform transfers between his accounts.  Mr. [redacted] stressed his concern that he did not receive a satisfactory response from bank employees with respect to his online banking concerns.  His desired resolution is to be given a full explanation outlining the reason he was not able to perform transfers online.  In addition, he is seeking assistance on how to move forward with handling the account which is held as a living trust for his father who recently passed away.We completed our investigation and found that Eastern Bank received a Death Notification Entry (DNE) from the Social Security Administration on October 13, 2015.  This notification alerted the bank that [redacted] passed away on October 2, 2015.  As a result, a deceased party code was placed on Mr. [redacted] deposit account.  This code restricts the use of the transfer capability through our online banking application.  When Mr. [redacted] called our Customer Service Center, the representative explained that we could not perform a transfer with a deceased party code on the account.  This is outlined in the department’s standard operating procedure.  We analyzed this procedure and will work to modify it so that the representatives can perform the transfer for the customer.I called Mr. [redacted] and provided a detailed explanation of the death notification process.  I let him know that the Vice President in the Customer Service Center is working toward changing the existing procedure to allow transfers through our Call Center.  I also informed Mr. [redacted] that I would share the feedback with our Retail Division so that they can provide clarification to the Retail Bankers.  I explained what steps Mr. [redacted] should take in transitioning the Living Trust account under his father’s social security number to another form of Trust or Estate account with a tax identification.  At his request, I performed a transfer for him and offered my direct phone number if he has any additional questions or needs to perform a transfer during the transition of updating the current transfer procedure.  Mr. [redacted] was very grateful for the explanation and the course of action we have taken in this matter.Sincerely,[redacted]Assistant Vice President/AAPCustomer Service Center