Brookline Bank

This bank is a joke. I have an auto loan with them and have had 3 incidents of sending a check and Brookline telling me they never received it. This has been over the last 2 years. 25 payments — 3 losses. I have had one other institution not receive a check in over 30 years. When I call Brookline, it is like I am talking to them for the first time so apparently they do not document any previous phone calls. I mailed the check on Feb 20^th for a due date of Mar 01. After 4 calls between Feb 26 and Mar 10, I finally gave up and put a stop payment on the check. I logged into their system and executed an electronic transfer directly from my checking account to their account. I will never do business with these knuckleheads in the future.

I’ve been with Brookline Bank many years. Unfortunately the last year has been terrible. The branch folks are amazing (especially the West Roxbury branch), but the changes they’ve made to their business structure, their online banking, banking fees, ATMs have all been quite a disaster. I held on thinking everything would work out, it was a transition time. But unfortunately I am now switching to another local bank (Randolph Savings).
I feel horrible for the long time employees who’s hands have been tied to this new system and they continue to see great customers walk out the door. They are frustrated and not shocked when people parade in and take their business elsewhere. My hopes are new opportunities will come for them too.
When considering a bank, I would recommend not starting out with Brookline Bank. Instead of moving forward, they have taking steps backward, both in technology and customer service. There are so many other community banks out there who are getting it right.

I switched to Brookline Bank from a mega bank years ago. I had been very satisfied with both their brick & mortar and online services, but a year ago they switched online providers. Since then I dread having to bank online; I find the new online service to be too complex, lacking expected features, sloppy and frustrating.
It starts with the login, where the single click login process was replaced with a multi-​screen login process. With the old service I was never locked out over 10 years, but with the new service I get locked out every few months.
Instead of logging into Brookline Bank with service provided by Intuit, I now login to Jack Henry at
. I never feel comfortable, always feeling like it’s a phishing redirect. Frequently it pops up additional security questions, making me more anxious and more annoyed.
Every page displays the time zone differently, usually with an incorrect time zone label. You might think that would be an easy fix and unimportant, but to me it’s a sign of a poorly designed website with poorly implemented code.
Perhaps the most frustrating is the new service’s balance alerts which have never worked properly. I set up balance alerts for my Checking account. Every day I receive an alert that my Checking balance is above my maximum threshold, even when my balance is below my minimum threshold. After 9 months of being told «we are looking into it», I was finally told «too bad, that’s the way it works». Instead of reporting on how much I have in Checking, it reports on total of Checking & Savings. Perhaps they are trying to tell me that I have too much money saved at their bank?
I no longer feel like a valued customer and feel like the bank is more interested in outsourcing to a low-​cost provider than providing quality service to their customers. Time to look for a new bank. Maybe it’s time to give the mega banks another try?

I’ve been to this bank a handful of times and it’s usually something really quick like making change or changing from bill to quarters. the tellers are super fast and generally are very friendly.
today, i happen to need Notary Public and they offer this service — to everyone! Not only that, it was also free! I was very surprised. The lady that did it, asked for IDs and pulled out a book of clients she’s done it for. She quickly wrote my stuff down and made some small talk at the same time. She was friendly and personable.
i love the décor of this bank. there needs more bank like these — not the new ones where it’s just a black. The inside has a huge dome and is just beautiful when you look up at the stained glass.
the furniture is that of what i remembered 30 some odd years ago — all leather and felt so nice and comfortable to sit on.
One thing they don’t have here is a Safe Deposit.