My wife and I opened a HELOC with Middlesex Savings Bank last year, and unfortunately our experience 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. read more

WARNING: MIDDLESEX SAVINGS BANK -- AN ABSOLUTELY WORTHLESS BANK: I opened checking & savings accounts 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. read more

This bank has been SO good to me ever since i was old enough to open my first account. The one time i moved out of the area and changed banks(BIG regret) they even helped me get everything situated to come back! The perfect balance of trusted professionalism and a comforting friendliness that leaves you feeling like you are talking to your neighbor or friends. As a person who usually dreads customer aervice calls, I must admit that calling MSB is painless and a pleasant experience, knowing my banking is in safe, trusted hands. read more

I have become a customer at Middlesex Savings. At the Concord Center location, Karen and Noelle have been professionally kind, provide great service and are knowledgeable. Recently, Cynthia, has been enormously supportive, helpful, knowledgeable and kind. I printed the Bingo event sponsored by the bank and she reviewed and helped me with transactions to complete the event. Because I only recalled the due date (thinking beginning of October) I missed the chance to submit my Bingo. Participating to me is good and Cynthia supported your program helping me. Thank you, Teresa read more

I would stay far away from this bank. They are over aggressive in assessing insufficient fund fees. Possibly to the point of criminality. They will assess a fee even when you have money in your account to cover a charge. And then this cascades into many overdraft fees. And then on the slight chance that they do reverse it they act like they are doing you a favor. They have been sued many times and have lost all times, but have yet to change any of their business practices. They will close your account in the drop of a hat if they aren't making any money off of you. My advice is to go to a "big boy" bank. read more

Due to my bank here in Natick closing their safe deposit boxes I did a little research and listened to friends and received all positive input about Middlesex savings bank, in downtown Natick. Simply a pleasure! From the Branch manager, John King - to and including the young man, "Alex"ander MacLellan who did all the paperwork, legwork and all around "old school" customer service, .. it was the most pleasant and professional experience I've had in a long time. From my initial goal of obtaining a new safe deposit box, Alex explained over and above, without "salesmanship" pushing, all that Middlesex offered, ways I could benefit my specific situation and treated me like family "old school customer service?! To me, possibly the most important ingredient of any business. All of my banking business will be shifted to Middlesex and proudly would recommend them for anyone considering any banking. Quality people who are very well trained, have been with the company for considerable time which said a lot to me. My highest praise; "Compassionate Professionals". read more

I've been with this bank for over 7 years. In that time I have only disputed one claim where I had evidence that could be upheld in court that I was scammed by a seller. When I opened a dispute with middlesex not only did they not reach out to me for my side of the situation but they closed the investigation after asking my scammer if they scammed me, obviously they're going to deny it? I'm really disappointed because this is the one time in my almost decade of banking with them that I've actually needed their help and they couldn't have cared less. I even went in with printed proof and I was pretty much ignored. So disappointing I will be switching banks after all this time. read more

Poor bank with poor services-bill payment is a joke-they mail out checks and if the payee doesn't get it you have to put the stop payment on the check and pay the "stop check fee" and well as deal with the late fee you get from the original payee because they never received the check...$100 total in fees on a $2000 payment my mortgage company never received even though MSB took it from our account 3 weeks before...they couldn't care less-closing our account this week and will never deal with them again read more

Our family has banked with MSB since we moved here in 1996. We like the local presence and the friendly customer service experience. They are a community bank that supports Natick and many other communities in MetroWest where they do business. There online banking has improved dramatically in the last few months with the roll out of a new system. No one likes change but it is more user friendly and I believe their security--which is a top concern for us--has also been improved. Their ATMs have also gone through an upgrade so that they now work better with the new chip cards. While they are not an Internet bank, we like the fact that they employ our friends and neighbors and are investing in our local communities through loans and commitments to many worthy charitable causes. read more

I have had an account here since 2006. Not anymore though. Not only do they steal from you and purposefully reorder checks to overdraft you, they are rude and dismissive when you call them on it. Customer service is severely lacking here. Not only did they steal close to $1000 from me in 2011. They recently stole $175 from me by charging fees when I had money! They rejected a $10 charge when I had $16. The charge was $29 which did put my account in the negative. Go to a credit union and do not let these criminals near your money or personal information! read more

Bottom Line - this is a "Nana" bank. Don't open an account here if you expect to be treated like it's 2016. Originally, my husband & I decided to open a Joint Checking account with MSB because we liked the idea of banking with a smaller, local company. Previously, I had banked with Cambridge Savings Bank (another small local company) and had loved it, but since there are no CSB locations near our home, we decided to go with Middlesex SB instead. Wow, what a mistake. Our problems with this bank started almost immediately. Beware that the online banking and mobile application that they use at MSB is antiquated and incredibly difficult to use, especially if you have a joint account and both of you want access to it. The mobile app is basically useless. You have to enter your entire username and password each time you want to login (it will not save even your username, and there is no option to use Touch ID), and there is no option for mobile deposit at all. Online banking is also a problem, if each of you have your own computer and want to access the account separately. I can't tell you how many times my husband would try to login using his laptop, only to be told that he needed a "One-Time" pin to login as well, but the pin would be texted to *my* cell phone because you can only have one phone # on the account, so he would then have to call me to get that, etc etc etc. The irony of receiving upwards of a dozen "One-Time" pins over the course of the last 6 weeks is not lost on us! In addition to the problems with technology at MSB, yesterday we also discovered a laughable and unanticipated problem with the ridiculously low "daily limit" that they put on their debit cards. I was trying to purchase airfare to Europe, for around $2,000. My debit card kept getting declined, so I called MSB to find out what was going on, since I knew I had plenty of $$ in my account. The customer service rep informed me that there is a $500 max daily limit on all of their debit cards!! $500??? I burst out laughing when she told me this. $500 is crazy low. The worst part is, however, is that she was UNABLE TO GET APPROVAL TO RAISE IT for me, because my account is "too new." She also was not able to give me a timeframe for when I might get approval for a raise of the limit. But in any event, at no time would they raise it above $1,000. So basically, if you want to use your debit card to make a purchase of more than $500, you have to call the bank. Every. Time. !!! I understand that identity theft is a serious problem, and that banks needs to take steps to protect themselves. But making it so cumbersome that I cannot even spend my own money without jumping through all these ridiculous hoops is just unacceptable. After the rep told me that they won't even consider raising my limit to (an also too low) amount of $1,000, and that I should just use another method of payment for these types of transactions, I knew that was the last straw. My husband and I will be closing our account and moving our $$ to another bank in the very near future. This bank is stuck wayyyyyy in the past, and their customer service SUCKS. Do yourself a favor and bank elsewhere. read more

Middlesex (Savings) Bank is by far the Best banked I have ever worked with. There are no fees for really anything. Very easy access to friendly, smart customer service via phone or in person, online banking with a number of options (the only thing missing is displaying "pending" or "hold" transactions." Also easy access to Management if needed and again great. The once FedEx me a lost/stolen Debit Card at no cost, stayed open late to "re-pin" a card for me, and process things promptly and with care. I have done the "big" bank thing - bureaucratic nightmares as well as Credit Unions and these guys still are better then both and pay taxes and give to charity. read more

nice update of the natick office but kind of slow for inside banking