Consumer complaint received 2023-09-27
Company: BERKSHIRE HILLS BANCORP, INC
State: MA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Dear Sir/Madam, My name is XXXX XXXX XXXX XXXX My late husband 's name is XXXX XXXX XXXX and he's the one who owned this equity loan. He's gone for almost XXXX years. He pays XXXX  monthly when he is still alive and when he made an accident and no longer working he made it XXXX  monthly. So far, there's no problem with this. If I have extra money I gave more for the principal So far, ever since I did not encounter a problem, only this time... The last record I gave an advance payment for the principal was XX/XX/XXXX the amount of {$860.00} dollars. On XX/XX/XXXX I went to the Berkshire bank in XXXX XXXX XXXX, XXXX, MA. XXXX. From the entrance I went to the left hand side and grab XXXX loan slip and wrote down XXXX XXXX XXXX and in words, " XXXX XXXX dollars '' in numbers {$1000.00} dollars. I placed the loan slip on top of the money. and I went to the lady, XXXX and she set aside the slip and count the money by hand and put in the counting machine. After that she gave me a XXXX pages which I thought a receipt. Until I received a monthly statement dated XX/XX/XXXX till XX/XX/XXXX and how come the balance is still XXXX XXXX instead of XXXX, XXXX XXXX. I called the bank at once and went there. I spoke with XXXX and he opened his comp. and take a look and he said there's no XXXX dollars in their records and started to get nervous and upset and then left. That was Wednesday XX/XX/XXXX. And so I went in the other branch and spoke with XXXX, the manager and relate what was happened and he said he will talk to XXXX and call me. I did not get any call from them and so I went back to XXXX Monday XX/XX/XXXX I swear to God I gave XXXX dollars to the lady and her name is XXXX. Like I said, I swear to XXXX it's really true I gave to the lady XXXX dollars and she counted it and put in the counting machine. Why did she give me a " Transaction History, instead of receipt of the XXXX dollars? ". I called the Head Office number and left a message. The following day she called me and told me that the reason why I was there is to asked a transaction history. And I told her I did not go there to ask transaction history and to tell you honestly, this is my first time to see this and why will I go there to ask that, the fact that I am getting a monthly statement so I know how much I still owe. I am writing what was happened in Berkshire Bank and hopefully, you can help me to solve this problem because the XXXX XXXX dollars is already big amount for me. And I really swear to God, am a XXXX and I don't like people who take advantage and people who are dishonest. So, please help me to solve this problem. Thank you very much and have a wonderful day! Respectfully yours, XXXX XXXX XXXX This was my first letter I have submitted, but I was not here when you replied me back. I was in California to meet my family. Now, I'm back. And so I want to continue this issue. Also, I have noticed that the proof I have download is not right and this is the correct one. And hope you can help me.Thank you again! XXXX XXXX XXXX.

Company response to consumer: Closed with explanation