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Eastern Massachusetts, Maine, Rhode Island and Vermont
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BBB Accredited Business since

The Village Bank

Additional Locations

Phone: (617) 630-1780 Fax: (617) 965-8945 307 Auburn Street, Auburndale, MA 02466


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The Village Bank is a co-operative bank offering banking services, including loans, mortgages, etc.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Village Bank meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Village Bank include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Village Bank
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: March 13, 1992 Business started: 01/01/1910 in MA Business incorporated: 01/01/1910 in MA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Massachusetts Division of Banks
1000 Washington St, 10th Floor, Boston MA 02118
Phone Number: 617-956-1500

Type of Entity


Business Management
Mr. Kenneth C. Brennan, President
Contact Information
Principal: Mr. Kenneth C. Brennan, President
Number of Employees


Business Category

BANKS Savings Institutions (NAICS: 522120)

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Complaint Detail(s)

3/24/2012 Delivery Issues | Read Complaint Details

Additional Notes

Complaint: I frequently receive the following error when trying to log into the online services at the Village Bank website. " #************** We are unable to process your request at this time. Please review the instructions on the sign on page. If you still need help, contact us for further assistance. Your User ID or Password is incorrect. Please try again. " My User ID and Password are correct so I should not be receiving this misleading error message. I know my User ID and Password are correct because I can log in using the same User ID and Password the next morning. This occurs frequently on Sunday evening which leads me to believe that the site is down for a period of time each Sunday for maintenance. If so, the error message should tell customers the site is down for maintenance and when they expect service to be restored. I have complained about this a number of times without any change in the policy of misleading the customer. regards, ****** ******

Desired Settlement: At least, I want the error message changed to reflect that Village Bank is responsible for the site not being accessible. Customers should not be told their User ID and Password are incorrect when that is not true. In addition, Village Bank should tell their customers in advance when their site will be down for maintenance. The best outcome would be an error message that includes when access to the site will be restored when the user tries to log in.

Business Response:

Better Business Bureau
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705

Re: ****** ****** Complaint # *******

 To Whom It May Concern:

We were in receipt of Mr. ******’s email on 2/27/12 at 12:42AM bringing to our attention the issues he details again here. Both of Mr. ******’s points are factual and do require our attention.

First, on a weekly basis, between Sunday night and Monday early morning (12:00AM – 3:00AM Eastern time) we perform routine maintenance of our mainframe system. This downtime subsequently impacts the availability of our Online Banking system which aims to provide our customers with real-time data. Secondly and compounding the problem, when the mainframe system is unavailable in that fashion the Online Banking system gives an error message stating that the UserID and password provided failed to authenticate.

Mr. ****** is the first customer to bring these issues to our attention and we honestly appreciate his candid communication. As a result of his experience, we are actively working with our system programmers and support staff to:

1.    More proactively post conspicuous messages on our website of any planned downtime when the Online Banking site will be unavailable to our customers. We have notified our customers in the past of planned outages; however we need to be more vigilant about understanding when downtime could occur due to routine maintenance even if the time frame is during expectedly low volumes of activity.

2.    To return an accurate error message that doesn’t lead the consumer to believe their credentials are incorrect if system condition exists that the consumer request cannot be processed at that time.    

Based on several factors, we hope to achieve the above objectives by June 30th, 2012 or before.  We appreciate all feedback we get from our customers on all aspects of our operations. We realize the experience and perceived convenience that customers have using our online tools are critically important to our success.

In the future we will be sure to communicate directly with Mr. ****** on the status of our efforts and ensure he feels satisfied with the level of service and value our bank provides to him.  If this matter requires any other correspondence please feel free to contact me directly.

Thank you,
******* ** ******
Vice President – Information Technology
Direct Line ************