My wife and I opened a HELOC with Middlesex Savings Bank last year, and unfortunately our…read moreexperience after the loan was established was disappointing. We had two late payments that occurred because of difficulties setting up the initial automatic payment from our Bank of America account. Once we discovered the problem, it was corrected immediately. I expected the late fees, but I was surprised to also see two charges of $30.60. When I called customer service for an explanation, I was told that the charges were for credit reports the bank had obtained after the late payments. What I found difficult to understand was why additional credit reports were necessary. When we applied for the HELOC, the bank had already performed a thorough credit review, confirming that we had credit scores above 800 and a long history of on-time payments. The missed payments were clearly the result of a one-time issue with the automatic payment setup, not a pattern of financial problems. Charging us for additional credit reports under those circumstances seemed unnecessary. Equally disappointing was the customer service. During my phone conversation with a "VP" from the bank, I felt the interaction was unfriendly and condescending rather than helpful. I also received an email that simply stated, "Contact me in reference to your past due Home Equity Loan payment." It had no subject line, greeting, signature, or other basic professional courtesy. While that may seem minor, it reflected the same dismissive approach I experienced on the phone. My parents were lifelong Natick residents and spoke highly of Middlesex Savings Bank for many years. Their positive experiences were one of the reasons we chose the bank for our HELOC. I had expected a more customer-focused approach, particularly given our strong credit history and the fact that this was an isolated setup issue that was promptly resolved. Instead, the experience felt rude and impersonal. I hope the bank reviews both its customer service approach and its policy regarding charging customers for additional credit reports after isolated payment issues. Based on this experience, I would hesitate to recommend Middlesex Savings Bank to others.

WARNING: MIDDLESEX SAVINGS BANK -- AN ABSOLUTELY WORTHLESS BANK: I opened checking & savings…read moreaccounts with an associated debit-credit card. When I went to use the card at an ATM at a reputable bank in the USVI the card wouldn't work; I got some obscure error code like Unauthorized Access; I tried several times over several days to be sure there wasn't something wrong with the network or anything I was doing wrong. When I got home I stopped into the bank and tried to use access my money at the ATM within the bank; for some strange reason my accounts weren't visible. I went into the bank to inquire what was wrong. FIRST: I was told I have to tell them when I'm traveling; WRONG! SECOND: because I had no activity in a 6-month period my debit-credit card was de-activated and unlinked from my checking & savings accounts. !!!AYFKM!!! WRONG! I immediately withdrew all my money and CLOSED MY ACCOUNTS. Oh, mind you the expiration-date on my debit-credit card isn't due for almost 2-years from now.

Everyone was very professional and very helpful. I was there to make a more involved transaction…read moreand the teller was great. I was in and out without a problem. There was no line and no waiting when I went.

I went there on a Saturday needing help. The guy at the front was exceptionally rude and refused to…read moreassist me. He was exceptionally condescending and assumed I was there for a frivolous reason. I was trying to prevent further fraudulent use of my account by another party and he didn't see to understand the importance of the situation. He insisted I call and then wait on hold. I explained I had called but the process had not worked out. The worst part of it was that he told me that no one would talk to me no matter how long I waited. Stay away from this branch.

I have been a member since the early 1980s. Great loan rates. I have financed every car in the…read morelast 25 years here.

What a disappointment I switched banks from one citizens bank to another only to find out this…read morebranch has less incompetent people but less people working in general citizens Bank corporate replaced all of the staff at my branch with new less smart people so I transferred to a different branch only to find out the same thing citizens Bank has gone downhill it looks like it's finally time to switch to a different branch unfortunately. I have been with citizens Bank for 23 years now but it looks like it's time good luck with any of your issues as they will never get resolved unless you are OK with sitting on the phone for A minimum of one hour

From the first time I came into this bank I felt a welcoming, friendly vibe. The two employees who…read moreI have interacted with the most, Matthew and Joe, are really great to work with, patiently explaining aspects of banking that were way over my head. They are polite, smiling and always willing to answer my questions and help me navigate my finances better. Most importantly they execute their jobs with integrity, I NEVER feel like I'm being pushed into opening a different type of account or any pressure for that matter. Highly recommend!!!

Customer service is the absolute worst. You can't pay loans online, only through a check via mail…read more Their communication is sub par at best.

If there is a way that you could put no stars I would. I wish I could describe all of the troubles…read moreI have had with this bank. I am a college student who really depends on my debit card to be able to buy my own groceries. So on January 7 my card got frauded and needed a new card. My university is in another state so I needed to call Mutual One to get a new one. Everything is going fine on the call and I want to reassure the customer service person my address. I specifically repeat the address to then 3 times and what happens... You guessed it! they sent to wrong address. So I call back 2 weeks later and I come to find out the address is wrong. I am a patient guy and understand we are all humans and so I just tell them my address again and make sure it is totally correct on my banking app. Now they say that they have delivered my card and everything is peaches and cream, Right! NO! I have been waiting for 2 and a half weeks for my card now to come. I have been calling the past couple days and the bank people have been reassuring me that delivery has been very slow. 2 and a half weeks slow?? What are you guys making a sherpa climb mount everest to get these these cards and bring them over to Natick, Massachusetts? I called today and the poor worker has to deal with my frustratio. I asked him if there is a way he can track my card and they can't. How stupid is it that? This bank either needs to get with the times of today or just go out of business. I usually respect up and coming companies but hou guys are horrible. Thank for making my life harder and I hope one day I can buy you guys out and tear this establishment to the ground.

16 days from the time I went into the branch to order a replacement ATM debit-credit card (because…read moretheir ATM ate it) until I received a new one in the mail. TD will lie and tell you 7-10 business days MY @SS!!! YOU SUCK TD, getting worse by the day!!!!

The staff is super friendly . It's a full service bank . They have an atm as well , you can use…read morewhen bank is closed . They have a big lot with free parking .

Five Star banking James and all the people at the branch are…read moreAmazing! The best customer service in the banking business.

Trying to transact any banking business inside a supermarket is a weird and non-private way to bank…read morefor me - hard to get used to. The staff at this location were very friendly and helpful.

Love this branch! I had to deal several times with James Lynch in the past few months and could not…read morebe more pleased with the level of customer service I got here. He is always helpful, always greets you with a smile, is quick and efficient - regardless of how big or how small the transaction is, or if this is just notarizing some paperwork for my mom. You could just tell he is happy to be there for the clients, and this is what makes me come back - definitely, an asset to this branch. I also like that the office is clean and cozy, and parking is easy. Great to have them in the neighborhood!

Customer service is lacking. 3-4 days when you transfer money. Their on line prescence is far…read morebehind other banks!

I have a Santander credit card I never use, and a debit card which I use often. I used the credit…read morecard for one $16 payment when I was out of the country, missed the bill (because I don't look at that account ) and my credit rating dropped over 100 points. One late $16 charge with years of no late payments, and Santander is not helping me to get this removed.

Beware just discontinued redeeming savings bonds for customers! Would not cash my $100 dollar…read moresavings bond. Even after being a loyal customer for 20 years!

How is it that I've been going here for 2 1/2 years, and I'm the first to review?…read more I love The people there, especially Atousa and now I have met Mei who transferred from Wellesley Square. Their money is very green, and their dog treats are a special something. Today, my friend walked me out to my car with an umbrella, now that's service. If only I could get them to except my credit for a visa card!