What to do when an Eastern account holder dies
Report the death to Eastern's Customer Service Center at 1-800-327-8376
What happens to Eastern accounts after the account holder dies depends on how each account was titled. Beneficiary-designated and trust-owned accounts transfer directly. Accounts in the deceased's name alone go through the estate, and the executor or administrator works with Eastern's Customer Service Center (1-800-327-8376) to claim the funds.
Deposit, investment & retirement accounts
Here is the step-by-step death claim process at Eastern:
Filing a claim
- Payable-on-death beneficiary: ID and the death certificate
- Surviving joint owner: a copy of the death certificate to remove the deceased owner
- Successor trustee: the trust agreement or Certificate of Trust and a copy of the death certificate
- Personal representative: Letters Testamentary or Letters of Administration, or a certified Massachusetts Voluntary Administration for a small estate
- Use the Wakefield box, the address on Eastern's customer-service page. The Cambridge Trust division contact page still prints the former P.O. Box 391, Lynn, MA 01903-0491
What happens to each kind of account5
- Payable-on-death account
The beneficiary, or the beneficiary's legal representative, may withdraw the balance, but Eastern "will not release any funds, however, until all legal documents have been delivered to us".1
The named beneficiary presents government-issued ID and a copy of the death certificate.2
- Joint account with survivorship
A deceased holder's share "will pass to the remaining account holder(s)".1
The surviving owner presents a copy of the death certificate to have the deceased owner removed.2
- Trust account
The successor trustee presents the trust agreement or Certificate of Trust naming them, government-issued ID, and a copy of the death certificate.2
- Account in one name
For an account in the deceased person's sole name with no beneficiary, the personal representative presents Letters Testamentary or Letters of Administration from the Probate and Family Court, or a Voluntary Administration for a small Massachusetts estate.2
- Certificate of deposit
Early withdrawal penalties may be waived for withdrawals requested after the depositor's death. A CD that originated at HarborOne or Cambridge Trust and has not yet renewed keeps its original penalty terms until the first renewal after the acquisition.1
State law on paying a balance without lettersMassachusetts
- Massachusetts
Mass. Gen. Laws ch. 167D, § 12
Massachusetts law permits a bank to pay from a deceased depositor's balance on proof the institution accepts, without letters testamentary or letters of administration.Mass. Gen. Laws ch. 167D, § 12Verified Oct 3, 2026View source
Limit: $10,000 held at the institution
When: after the expiration of 30 days from the death of such depositor
Paid to: the surviving spouse of said deceased depositor; if there be no surviving spouse, the next of kin of such deceased (in that order)
The section permits the payment. It does not require the bank to make it. The section sets further conditions.
Accounts handled elsewhere3
- Cambridge Trust Wealth Management, a division of Eastern Bank
Estates and trusts in which Eastern, through Cambridge Trust, is named executor, personal representative or trustee3
Phone: 1-866-602-1522
Mailing address: 125 High Street, Suite 901, Boston, MA 02110
- Eastern consumer credit cards
Eastern consumer credit cards, serviced separately2
Phone: 1-800-558-3424
- Eastern business credit cards
Eastern business credit cards, serviced separately2
Phone: 1-866-552-8855
What Eastern's agreement and guidance say4
- Deposits after the death
The agreement excludes certain benefits from survivorship, even on a joint account: "Certain retirement benefits (such as Social Security) do not pass, however, and payments made after the recipient dies may not be withdrawn by the surviving owner(s)."1
- Debts owed to the institution
The agreement reserves a right of set-off: "If you ever owe us money and it is due, we may, to the extent we have a right under the law or under an agreement with you, use the money from any of your accounts with us (including joint accounts) to pay the debt..."1
- Dormant and unclaimed accounts
Eastern must escheat funds "from all inactive accounts to the state treasurer's office when there has been no customer-initiated activity for three (3) years and no contact by the customer during that time." An account already turned over is claimed from the state treasurer, not from Eastern.1
- Accounts from a merged institution
Former HarborOne account numbers may have changed in the February 2026 conversion. Bring an old statement if a number is not recognized.2
Not in Eastern's published guidance3
- A list of required documents
- Whether the death certificate must be certified
- A claim form
Mortgage and home lending
Mortgages and home equity loans are liabilities, not assets. They do not have beneficiaries and cannot be retitled to a trust.
- Continue making payments
- Apply for loss mitigation
- Assume the loan
- Refinance or pay off the balance
Forms Eastern issues1
- Successor in Interest documentation package
Sent by the institution on request.1
Federal law on calling a home loan after a death
These exemptions apply to a loan secured by residential real property containing less than five dwelling units.12 U.S.C. § 1701j-3(d); 12 CFR 191.5(b), 141.14Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer by devise, descent, or operation of law on the death of a joint tenant or tenant by the entirety.12 U.S.C. § 1701j-3(d)(3); 12 CFR 191.5(b)(1)(iii)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer to a relative resulting from the death of a borrower.12 U.S.C. § 1701j-3(d)(5)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer where the spouse or children of the borrower become an owner of the property.12 U.S.C. § 1701j-3(d)(6)Verified Oct 3, 2026View source
A federal regulation sets further conditions on these transfers.12 CFR 191.5(b)(1)(v)Verified Oct 3, 2026View source
What Eastern's agreement and guidance say2
Not in Eastern's published guidance2
- A list of required documents
- Whether the death certificate must be certified
Sources1
- Pay off the outstanding balance
- Refinance
- Negotiate repayment terms
Forms Eastern issues1
- Successor in Interest documentation package
Sent by the institution on request.1
What happens to each kind of account1
- Loan
No further draws can be taken on the line after the borrower's death.1
Not in Eastern's published guidance2
- A list of required documents
- Whether the death certificate must be certified
Sources1
Eastern's Customer Service Center can be reached by phone at 1-800-327-8376 for questions throughout the claims process.
Sources
Data sourced from Eastern primary sources (14 pages reviewed). How we research.
Eastern death claims support
Customer Service Center (deceased-account reporting and estate accounts)
Phone
Toll-free
Cambridge Trust Wealth Management
Hours
Mailing address
Website
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Affidavit of Death
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IRS Form 56
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Petition for Probate and Letters
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Notice to Creditors
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