Eastern Bank - NEW 4+

First things first: logging in options of Face ID or passcode. While the face idea is great, the 5 digit passcode for a login is a horrible idea. Whomever made that decision should not be in the position to make such decisions. With todays technology it does not take long to guess a 5 digit passcode and hack into the system. At least bring back the password option especially if users are using password managers like 1Password.

Second: when searching for ATM and branches add a feature for the user to filter between branch and ATMs. You can also have a different color marker on the map that distinguishes branch from ATM. Product managers / lead devs take a look at Ally Bank and see how they are doing this.

As I use the app more I’ll come back here and update if I find other issues or have feature suggestions.

Thank you for providing your feedback. We are always seeking new ways to improve your Eastern Bank experience and will pass this information along to our development team!

The migration over to the new app has been the MOST ridiculous transfer of user I’ve ever seen. I’m not speaking just as user/customer I’m a programmer and was in IT for over 12 years. The amount of flood calls you are all dealing with could have been avoided.

UPDATE: After calling and actually not getting someone from tech support during night hours which was actually the time the old app would not let me log in because I was obligated to use the new app I had to wait until the next day. When I tried the new app with my credentials it simply did not work at all. I tried the whole “I forgot my pass” and the app would not do what it is meant to do. I’m not sure what was going on in the backend. I gave up and left it alone for hours. I opened the app and for whatever reason it let me through the process of logging in with a newly created password. Why did it take so long for the app to work properly? (Only you guys know). If it helps I’m using an iPhone 15 Pro Max on iOS 17.4.1.

On a positive note, now that the login issue was solved the app itself looks good and I like the layout.

Good afternoon. We're truly sorry that our app didn't meet your expectations. We take your feedback seriously, and we're actively working on improving the app. If you're open to discussing your concerns in more detail, please feel free to contact us directly at feedback@easternbank.com .

The new app is awful. You cannot use the app for multiple people. If you originally log on with your account info, you cannot use the app to log on into someone else’s account. I used the old app for my personal banking as well as for my mother. I used my fingerprint to log on to both accounts and it worked with no problems. Not so with this app. Also, the tech support was not good. Spoke with four different people who really couldn’t help. The first women was terrible and couldn’t grasp what the issue was. The second woman understood the issue but couldn’t assist and transferred me to a man who, similarly couldn’t help. I then spoke to the last woman who couldn’t offer any assistance. Also, the email notification for password resets were not working properly and ended up locking the accounts. Eastern Bank has failed its customers with this new app and lack of good technical support.

Hi there -We are very sorry to hear about the issues that you’re experiencing and we appreciate your feedback. We would like to learn more about your experience so we can make this right. Please send us an e-mail at feedback@easternbank.com detailing the concerns and feedback that you have for us, and we’ll be able to provide you with further assistance and make sure that your concerns are addressed.