Consumer complaint received 2025-06-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: EASTERN BANKSHARES INC
State: MA

Complaint narrative:
On or around late XXXX of 2025, I visited the Eastern Bank branch located at XXXX XXXX XXXX in XXXX, MA, to obtain bank statements from my checking account, required for my upcoming lease recertification. During this visit, the young bank teller to my surprise asked whether I needed statements for my checking or savings account She then informed me that I had a savings account ending in XXXX with an available balance of {$1300.00}. 

Over the following weeks, I withdrew XXXX separate cashiers checks from what I was told was this savings account, both issued by the same teller. The XXXX dated XX/XX/year>, was for {$920.00} ; the second, dated XX/XX/year>, was for {$300.00}, plus a {$5.00} fee ( totaling {$300.00} ). Upon requesting the second check, I inquired about depositing funds weekly into the same account. The teller was unable to answer and called upon another employeean older XXXX male with glasses and facial hairwho informed me that I would need to open a different savings account for that purpose. 

Nearly XXXX months later, I discovered that the XXXX cashiers check had been charged against my checking accountnot the savings account referenced by the teller. Upon further investigation, it became clear that the cashiers checks were erroneously drawn from my checking account. The so-called savings account the teller had referred to was, in fact, a tenant account holding my prior rental security deposit from XXXX not an active savings account available for personal banking transactions. At no point during either transaction was I informed of this critical distinction. 

I have receipts from both dates showing the last XXXX digits of the account number, labeled clearly as savings, indicating that the teller incorrectly identified and utilized the account for both transactions. After reporting the issue, I was told someone would follow up the same day ; this did not happen. I sent a follow-up message and finally received a call from the branch manager, XXXX, a week later. She stated that the checks were " drawn correctly '' and referred to this incident as a training-related learning curve. 

This characterization is both dismissive and inaccurate. This was not a minor training oversightit was a significant failure on the banks part to ensure accurate account handling. The teller not only misinformed me, but executed XXXX high-value transactions against the wrong account, directly affecting my personal finances. This is a breach of trust and professional responsibility. 

Following my conversation with XXXX, I submitted a formal written complaint via the Eastern Bank app, explicitly stating that I no longer wished to be contacted by the XXXX branch, as it appeared the staff were prioritizing the protection of their colleague over accountability. 

Despite this, on XX/XX/year>, I received a call from a man identifying himself as XXXX, who claimed to be the district manager overseeing all local branches. He insisted he was not calling from the XXXX location, despite the call originating from the same landline previously used by XXXX XXXX. He also refused to provide the tellers first name when requested, which I find to be a lack of transparency and accountability. 

At this point, the bank continues to deny responsibility, has not reimbursed the funds improperly withdrawn from my checking account, and has failed to take corrective action against the error caused entirely by their staff. I followed up once again with customer service after speaking with XXXX, and was told that a detailed internal complaint would be filed on my behalf. 

To summarize : I was misinformed by a teller about the nature of an account. 
I was issued XXXX cashiers checks based on that misinformation. 
Funds were withdrawn from my checking account instead of the misrepresented savings account. 
I received no immediate follow-up or corrective support. 
The banks internal response has been evasive, unaccountable, and deeply inadequate. 
I am seeking the immediate replenishment of funds wrongfully withdrawn from my checking account, as well as an external review of this incident. This is not merely a training issueit is a severe procedural error that had real financial consequences.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation