BankFive: most-reported complaints
Automated analysis of 313 public Trustpilot reviews published 2025-11-25 to 2026-09-23. TrustScore 4.7 from 5,913 total reviews — see the Trustpilot page. Quick answer: is BankFive legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report unhelpful support, accounting for 40% of the 52 identified complaints out of 313 reviews. Account and app problems were the second most frequent issue, cited in 27% of complaints, with a falling trend. Other issues, such as difficulties moving CD funds, accounted for 19% of complaints and show a rising trend. Support being unreachable was reported in 12% of complaints, with a flat trend.
How to reach BankFive
These are the contact details BankFive publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 1-774-888-6100, email [email protected], address 79 North Main Street, Fall River, MA, 02720, US.
The company claimed its Trustpilot profile on 2017-01-31, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-04. Trustpilot ranks it 2 of 26 in Bank. We last checked this profile on 2026-09-24 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 3.7★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 across 13 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (96%, 4.1d) · 2026-08-20 (100%, 4.0d) · 2026-08-24 (100%, 4.0d) · 2026-08-27 (100%, 4.0d) · 2026-08-30 (100%, 4.0d) · 2026-09-02 (96%, 4.2d) · 2026-09-08 (100%, 4.2d) · 2026-09-11 (100%, 4.2d) · 2026-09-14 (100%, 4.2d) · 2026-09-17 (100%, 4.2d) · 2026-09-20 (100%, 4.2d) · 2026-09-24 (100%, 4.2d).
Severity: 10% of this company’s 52 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In January 2021, 38% of 16 one-to-three-star reviews were 1★; in February 2025, 46% of 13.
Counted from January 2021 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 3.6 days between the experience and publishing their negative review (334 reviews record both dates).
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +4/-0 lines; added: Consumer Online Banking and the BankFive mobile app will be unavailable starting around 8:00 AM on Tuesday, September 15th due to a planned upgrade. Downtime may last up to 8 hours. Business Online Banking and the BankFive Business mobile app are not impacted. Learn More. | Close (snapshot)
- 2026-09-08: +1/-1 lines; added: Earn4.30% APY with our 15 Month CD.; removed: Earn4.00% APY with our 15 Month CD. (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 378 negative reviews that received a public reply, the median wait was 2.9 days — the company profile reports an average of 4 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 378 company replies to negative reviews analysed, 67% engaged with the specific problem and 31% were generic templates.
45% of its 233 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 40% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 903 of this company’s 5,913 Trustpilot reviews (15%) were written in the last 12 months.
What are the most common complaints about BankFive?
Support unhelpful
21 reports · 40% of complaintssteady“Terrible customer service shunting us around and around to different departments repeatedly”
The company replied on 2025-11-28: “Hi Kristin, We’re truly sorry for the frustration and inconvenience you experienced after your mortgage closing. This is not the level of service we strive to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
8 readers marked this review helpful on Trustpilot.
“Left manager a message, apparently he's too important to call back.”
The company replied on 2026-01-13: “Hi Keith, We are very sorry for your poor experience at our branch. Thank you for making us aware of the situation. Your time is valuable, and we understand how frustrating it can be when service…”
Our classifier read this reply as a template response.
7 readers marked this review helpful on Trustpilot.
“I have had money STOLEN FROM MY ACCOUNT due to hacking or so they say.”
The company replied on 2025-11-26: “Hi Mark, We are very sorry to hear about the negative experience you had at our Globe branch. I understand that our Regional Sales & Operations Manager was able to reach you today, and that your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
6 readers marked this review helpful on Trustpilot.
Account/app problems
14 reports · 27% of complaintsfalling“Terrible customer service shunting us around and around to different departments repeatedly”
The company replied on 2025-11-28: “Hi Kristin, We’re truly sorry for the frustration and inconvenience you experienced after your mortgage closing. This is not the level of service we strive to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
8 readers marked this review helpful on Trustpilot.
“I have had money STOLEN FROM MY ACCOUNT due to hacking or so they say.”
The company replied on 2025-11-26: “Hi Mark, We are very sorry to hear about the negative experience you had at our Globe branch. I understand that our Regional Sales & Operations Manager was able to reach you today, and that your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
6 readers marked this review helpful on Trustpilot.
“it shows that I have only one account which should be two account plus the overdraft protection.”
The company replied on 2026-01-22: “Hi Takla, We’re sorry to hear about your frustration with Online Banking. I understand our team tried to reach you and left a voicemail explaining how to ensure all your accounts are properly…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
6 readers marked this review helpful on Trustpilot.
Other
10 reports · 19% of complaintsrising since 2026-07“I have made 3 calls to move my ended cd money into a different account and it still hasn't been done.”
The company replied on 2026-03-10: “Hi Phil, Thank you for taking the time to share your experience. We’re very sorry to hear about the delays you’ve encountered. This is not the level of service we aim to provide. I understand a…”
Our classifier read this reply as a substantive response.
6 readers marked this review helpful on Trustpilot.
“The ATM is broken half the time”
The company replied on 2026-02-11: “Hi Walter, Thank you for your review and for bringing this to our attention. We’re sorry to hear that you’ve experienced repeated issues with our ATM. Your feedback has been shared with our team so…”
Our classifier read this reply as a template response.
6 readers marked this review helpful on Trustpilot.
“They do no re-search into a property you buy. They just want to take all of your money and stick you in a crap property.”
The company replied on 2026-07-10: “Hi Molly, We’re sorry to hear that your experience did not meet your expectations. I understand our Director of Residential & Consumer Lending has reached out and spoken to you to apologize and see…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unreachable
6 reports · 12% of complaintssteady“Calls not returned.”
The company replied on 2026-08-07: “Hi Denis, We understand your frustration regarding calls not being returned and sincerely apologize for the experience. Your feedback is appreciated, and we will address this internally to ensure…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Every time I go to the bank there’s two people to handle 30 customers. Not a good ratio.”
The company replied on 2026-01-13: “Hi Darryl, We’re sorry to hear about your frustration with our branch and appreciate you sharing your feedback. I understand our Regional Manager was able to speak to you to learn more about your…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“no one has shown interest in returning my call”
The company replied on 2026-08-04: “Hi Joseph, We apologize for the negative experience you've had with us. Please know that a member of our Business Banking team did attempt to reach out to you last week, but was unable to leave a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Billing errors
4 reports · 8% of complaintssteady“I had a $5 maintenance charge on my account and he was not able to remove it”
The company replied on 2026-01-08: “Hi Marilou, Thank you for sharing your feedback with us. We’re sorry to hear about your frustration and appreciate you bringing this to our attention. I understand that our Customer Experience Senior…”
Our classifier read this reply as a substantive response.
8 readers marked this review helpful on Trustpilot.
“I set up a bill pay payment and it wasn’t visible in my account as paid. I asked the representative at bank 5 to cancel it and he stated he cancelled it and yet the payment was made and not cancelled.”
The company replied on 2026-07-31: “Hi Susan, We're sorry to hear about the frustration and inconvenience you experienced and that there may have been some confusion during your initial phone call with us. I understand that our…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Payoff balance is never right; i hate getting called for a $2 left over balance and getting transfered to multiple depts to schedule a payment....”
The company replied on 2026-05-22: “Hi Mario, Thank you for sharing your feedback. We apologize for the frustration you experienced with the payoff process and in getting connected to the appropriate team. We understand that our…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
2 reports · 4% of complaintsfalling“they charged me over $3,000 as a penalty”
The company replied on 2026-07-02: “Hello, Thank you for taking the time to share your experience. We’re sorry to hear about your frustration and are thankful you brought this to our attention. We recognize the importance of clear…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“why are you charging me a fee ????? The bank I'm using is already charging me as a non customer then you charge me also.”
The company replied on 2025-12-30: “Hi Deborah, Thank you for sharing your concerns. We understand how frustrating ATM fees can be, especially when they come from multiple banks. We do offer account options that include ATM…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare BankFive with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.