Consumer complaint received 2025-10-30 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: EASTERN BANKSHARES INC
State: MA

Complaint narrative:
Since XX/XX/XXXX, I have been communicating with Eastern Bank regarding an issue with my escrow account. On XX/XX/XXXX I visited an Eastern Bank branch in person to discuss an issue with my escrow account. The bank representative was unable to understand the escrow and mortgage statements. Branch representatives are also unable to access mortgage accounts. The bank representative had to call the customer service line for assistance. The customer service rep was also very confused by the escrow discrepancy. No resolution was found on XX/XX/XXXX. Instead, my husband and I requested old statements to track the escrow discrepancy. 

From XX/XX/XXXX - XX/XX/XXXX, I called Eastern Bank 's customer service line a total of XXXX times for assistance regarding the escrow account. Each time I called, a new representatives stated they were unable to assist, and they would need a senior advisor for help. It was not until XX/XX/XXXX, after multiple calls, that I received a called from the XXXX XXXX XXXX. I still have no access to account statements, despite this issue being escalated to a senior advisor. On XX/XX/XXXX, I called the customer service line to inquire about missing checking account statements and mortgage statements. I In addition to limited account information, customer service have given me misleading information on serval occasions. In an effort to end the call, customer service reps have directed me to seek assistance from Branch Representatives, despite knowing that branch reps have no access to mortgage accounts. 

Customer service reps have also given me misleading information regarding the terms of my mortgage. When seeking loan modification information, reps have stated that I am not eligible for loan modifications due to my loan type ( XXXX Mortgage ). However this information is not true. After finding this out, customer service representatives began stating that loan modifications are not permitted at Eastern Bank. I have asked for proof of this policy both verbally and in written request to the XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX. I still have not received a response. 

On XX/XX/XXXX, I contacted customer service again regarding another ongoing issue : I have no access to my account statements. The website and mobile app will not generate checking account statements, and there appears to be no option to access mortgage statements. The customer service rep explained that I have no access to my mortgage statements online, at all. Those statements are mailed monthly ; however I have not received any monthly statements. After I explained this issue, the customer service representative was extremely dismissive and unhelpful, suggesting instead that I double-check my mail delivery with the post office, despite my clarification that I am receiving all other mail without issue. The customer service rep was also unable to assist with accessing checking account statements. I have. no access to account statements. Statements are not available on the Eastern Bank App or on their website.

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