Eastern Bank Broadway Rd, Dracut

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.

November 2, 2021 Dear 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.

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!!

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!

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.

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

Drive thru only have only 1 lane open.. took 1 hour to do a minute transaction ridicules