I've been banking there for a couple years now, and I talked my girlfriend into banking there as well. She had some trouble once getting them to accept her ID, but that was resolved within a week. Other than that, they've always been great to both of us. The Harvard Square staff, which I hear such bad things about, were fine. My only complaint is that when they closed the Harvard branch, I had to find the new ATM location on my own. I don't doubt them at all, but seeing these terrible experiences other people have had is surreal.