Rockland Trust

Horrible experience . I received a notice of a change in my escrow account at the same time my 5/1 adjusted. Firstly I have never been late with a mortgage payment and have a credit score over 800. The bank misapplied those funds. They claim the sent me a notice that my escrow increased for the upcoming year but we never received the notice. When I called the bank about the payment that was not posted correctly I also asked about my new payment. I was told me what was due and we made the payment as we normally do in a timely fashion. I few weeks later we were notified by a credit bureau that the bank informed them that we were late with a payment. We spoke with a very unprofessional customer service person that told us that even if the bank was at fault that they cannot reverse the delinquency sent to the credit bureau and that it is my responsibility to contact the credit bureau and work it out with them. I latter learned from the state banking commissioner that what they told us was not true. I than spoke with a vice president at the bank he he told us the same thing, that we were on our own. We are senior citizens affected by covid like everyone else and were cast to the wind of an alleged $25 late payment that we were not informed about. . Not my bank anymore . we are our now refinancing with another bank.

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During this pandemic, we received a late notice on April 6 warning us that our mortgage payment, due April 1, was late. No fees were assessed. In fact, the mortgage had been sent through my credit union for April 3 and cashed by Rockland on April 3. As a mortgage, we have a grace period of at least 10 days so in fact, the mortgage was not late. In addition to being very annoying, this can be scary for people who are using the grace period to ensure they have the funds to make their payments. I don't like banks acting in bad faith with their customers. And, I now have no intention of ensuring the payments are there by the first! They will not be late, however, as we are fortunate enough to still be working. Nonetheless, we get paid on the first and the fifteenth, so we are using the wiggle room afforded us.