ComplaintsforCommunity Bank, N.A.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was at Walton, NY branch. In a hurry ran to ATM to get $500 for my car repair I needed to pickup from shop. ATM said over limit spit out receipt and card, I thought it was weird because I know I had plenty of money in Checking account. Went inside and as filliout a withdrawal slip I said atm didn’t give me money, is there a limit on amount you can withdraw? Lady pulled up my accounts and she said you don’t have enough in there, I said BS!! Atm showed it gave me the $500. Was told they would have to count the machine. She was in and out from her desk then finally told me they would give me the $500 but would minus my account showing it’s overdrawn, and would give my the overdrawn fee back until done investigating. I told her that was unacceptable. But had to leave my daughter and grandson were waiting to take me to pickup my car. I called them when I got home and manager ( Tina) at Walton office said they were told to do that. So I was not given money from your ATM that’s Always broken!! You said you know I didn’t receive the money, you give me the $500 only to putting ahold on what money I had left In account and show a negative-$321 something dollars overdraft on my account now. How is that justified your ATM machine not working correctly?? What if I needed some of my money for food or anything?? I’m **** out of luck because your machine is never working properly. Bad business Community Bank, very unprofessional. **** ******

  Business response

  03/07/2023

  Community Bank has investigated the matter with the Walton branch and the Corporate office attempted to reach Ms. ******.  Although the branch was following Bank procedure and the account did not go negative nor incur an overdraft fee, we understand Ms. ******’s frustration.  On behalf of the Bank, we apologize for the inconvenience Ms. ****** experienced.  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Requesting Community Bank NA delete collection account from all 3 bureaus. Company attempted to send me documentations which I am disputing its accuracy. The Co-applicant displayed in the document sent is named ***** but the name is then crossed out and replaced with ******. It states that this person is my spouse which I have never been married to a ***** or ******. No itemized bills have been presented to me so that I may validate/ verify this account as I am not sure if this account belongs to me. Thank you for your assistance. 

  Business response

  02/08/2023

  In response to a similar Better Business Bureau complaint, the bank mailed Mr. ***** copies of the application for financing and the loan note, both of which were signed by Mr. *****. Both documents were completed at an auto dealership then financed by Community Bank, N.A.   Per his request in the first complaint, we did not phone Mr. *****. If Mr. ***** is disputing the accuracy of the documents, we encourage him to reach out to our Collections Department.

  Customer response

  02/14/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Community Bank N.A. states they mailed copies of the loan application for financing and loan note containing a signature. As per my request for the debt validation from Community Bank, I am also requesting that Community Bank N.A. upload/send a copy of the notice of sale for the vehicle, assuming the vehicle in question has been repossessed. This notice will show how much the vehicle sold for and the amount that remains on the loan being reported on my credit. By doing so I can compare all pieces of information to what is being reported in all 3 credit bureaus. In addition, I am requesting that Community Bank N.A. provide a copy of the notice sent indicating a vehicle repossession per Motor Vehicle Sales Finance Act and the Uniform Commercial Code Lastly, I am disputing accuracy of documents sent so far and required all documents pertaining to this debt to determine the accuracy of this debt if Community N.A. is unable to furnish all required documents pertaining to this debt so that I may review its accuracy than I kindly request they remove the debt from all 3 credit reports. Thank you.      Regards,  ****** ******** *****

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Right before Christmas 2022, according to my Hardwick, VT branch manager, Community Bank NA decided to issue new, contactless debit cards to 65K customers. I had no notice of this. From that moment on, all payments were declined on the old card. There were sufficient funds in my checking account for every purchase I tried to make. I was told I had to wait for the physical, plastic card to make it here, in 7-10 days, by ****. When it arrived I activated it and began to buy holiday gifts for my family. ****** declined all purchases and told me to contact the card issuer. CBNA told me by online chat "Your card is current and it does not have any blocks on it. Re-enter your info for that merchant and retry." Some purchases went through - a bookshop in the UK, my local coffee shop etc - but ****** and two institutions I wanted to make a donation to before Jan 1 said the bank declined payment, many times over. As a result of this madness, my family had no presents under the tree and I missed being able to make charitable donations that would have been deductible for my 2022 taxes.

  Business response

  01/26/2023

  Community Bank was alerted to a situation involving newly issued debit cards offering a contactless payment feature in late December 2022. For some customers, the new card was activated prior to them physically receiving it, resulting in payment issues when using their debit card. Community Bank sincerely apologizes for any inconvenience and frustration this may have caused.

  Customer response

  01/27/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******* *** ********* Community Bank NA contacted me following getting touch with them. Although it does not remedy the problem completely - our Christmas was still ruined by me not being able to purchase gifts with my own money - I am tired of it all. I accept their apology. And I am moving all my banking business to another, more customer-service oriented bank, a local credit union that also issues debit cards. Thank you to BBB for causing Community Bank to finally accept responsibility for the mess. They made a serious mistake and they know it.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 17 2022 I made one purchase for $47.70 from a restaurant I was charged 3 times for the same amount same day and same vendor. I filed a dispute on October 19th 2022 via online for a refund on this error, I was given a provisional credit on October 19th 2022. I never received anything in the mail nor any other messages regarding this on January 13th 2023 the credit was reversed. I went to the Keyser ave branch and was told by Brenda who was more than happy to tell me if I did not have a receipt of the purchase they would not refund my money (with a smile in her face) . The purchase was made via credit not debit. I went to the Davis St branch the customer service at this branch is what you would expect from a bank. They said they would look into it but without the receipt there wasn't much they could do. I just want the money that was taken from my account returned.

  Business response

  02/08/2023

  Community Bank, N.A has worked directly with the customer regarding the circumstances.  It is believed that we have assisted the customer to their satisfaction and apologize for any inconvenience this may have caused. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date of newest transaction is December 9/2022… 2 overdraft fees …72.00 .. have been told by branch manager where I opened my account “In town” that an instant transfer is not an instant transfer whether it be ***** **** or ***** … even though the bank does IN FACT HAVE THE MONEY … and shows available … so contacted the other branch slightly out of town and was told by that branch manger who is a much kinder person I might add … that an instant transfer is in fact an instant transfer and it should never be an issue … so I once again attempted to transfer money from one account to my other account “mind you” BOTH COMMUNITY BANK ACCOUNTS … and once again got hit with these 2 overdraft fees … it is absolutely Ridiculous that the bank HAS the funds … shows it as available and will not allow people to use their own money and then treats you like you were trying to swindle them or something when you don’t wanna pay them the overdraft because the money was there … absolutely ludicrous

  Business response

  12/16/2022

  Community Bank, N.A. has worked directly with the customer and came to a mutually agreed upon resolution.  This complaint is considered closed.

  Customer response

  12/19/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ********* *******

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I over drew my checking account, and the bank closed my account. Understandable, my complaint is about what happened when I tried to pay my debt. I was informed that they don’t accept payments over the phone, when another representative when this first happened told me to call this number to resolve the issue. The current representative was rude and had no fix to the issue I now live 3000 miles from the bank and they want me to come into a location to pay. This seems like it’s their plot to keep charging compounding interest on a small debt that is now exponentially bigger than original. Please help stop them from over charging people effected by covid

  Business response

  11/18/2022

  Community Bank appreciates that Mr. ***** took the steps to contact the Bank to pay the amount owed.  The Bank apologizes for the frustration Mr. ***** experienced and we have made attempts to contact him subsequent to the complaint.  The Bank can accept a check or money order (please include deposit account number) which can be mailed to CBNA Recovery Department, *** ** ***** *** ************ ** ******   Regarding the compounding of interest, we can assure you that the Bank does not charge interest on a balance owed on a closed/charged off deposit account. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was mailed a fake check it was for a wrap so the bank cash an out of state business check in 24 hours to my knowledge an out of state business check has to be held 10 business days now for there mistake there trying to get me for grand larceny which they decided to cash it before 10 business days an I found out community bank na has done this 15 times and the judge and the da and layers are doing nothing and not holding them accountable for there actions of plus they stole 2000 dollars of my tax money I think they should be made to send me my money back and drop the charges I can tell you both charges but this bank has been doing this for years and getting away with it

  Business response

  10/28/2022

  Mr. ***** deposited a check in the amount of $3,880 in February 2022 from an online advertisement.  Once Mr. ***** was asked to send money back he realized it was a scam and knowingly spent the funds on himself.  When the check was returned, an overdrawn balance resulted based on the money that Mr. ***** had spent on himself, for which Mr. ***** is responsible.  Contrary to Mr. *****’s statement, the Bank has no obligation to hold a deposited check for 10 days, nor is this an industry standard.  Mr. ***** was initially working with the Bank to correct the situation and indicated that his tax refund would cover the overdrawn amount.  The refund was received but did not cover the entire amount owed and subsequently Mr. ***** ceased communication with the bank.  The Bank does not have ultimate authority in court proceedings, including with regard to decisions to press charges or to drop them.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My debit card was damaged and I went to one of the offices here in oneonta and I requested for a new card. My card came and activated it by phone. My card is not working and I have been calling requesting help or an answer. Today I called twice and my last call was with Rebecca, she was rude and she said she can not do anything for me. She said I have to change my expiration date but if I purchased something at the home depot how can I change my expiration date? I got it I can do it for my purchase on Amazon but not when I am buying something at the store (physically). She said I can not do anything for me, then I have a service with community Bank and I can not request a service? Please I need help. ***** ****** 

  Business response

  10/17/2022

  Community Bank, N.A. has worked directly with the customer regarding the circumstances. It is believed that we have assisted the customer to their satisfaction and consider the complaint closed.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a mortgage with ****** savings bank with my ex husband ******** (*****) ********** in August of 2021 I bought this home from him and opened a new mortgage in just my name. Previously the home had been insured under a policy in *****'s name only by ******* insurance. When I bought the home from him I reminded him to cancel the policy as I had to get a new policy in my name in order to close on the house. This policy was through Erie & Niagra and was paid in full for the year in August in order to close. I recently found out that in October of 2021 ****** savings (now community bank) was billed for and paid ******* for insurance in a policy that is not in my name. I never said it was ok to pay this and it shouldn't have gone through as *****'s name is not on the mortgage or deed to the home. I called and in formed the bank of everything I discovered Monday and they are just telling me they are investigating it.

  Business response

  10/14/2022

  Community Bank, N.A. researched the customer’s concerns. We have worked directly with the customer regarding the circumstances and have agreed to a mutually acceptable outcome. It is believed that we have assisted the customer to their satisfaction and consider the complaint closed.
  

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Yesterday (August 31, 2022) morning around 9:30 am, I went to withdraw $750.00 (seven hundred fifty dollars and no cents) from Community Bank southside, Oneonta, NY from my bank account. I went to the drive-in teller window outdoors and requested the amount in $50.00 increments, and I was in a rush, so I did not count it--I use Community Bank for many years and never have had a cash transaction issue. When I went to another bank to deposit some of the money, I noticed that I was only given $700.00 (seven hundred dollars and no cents) in the envelope from Community Bank and not $750.00. Fifty dollars ($50.00) was missing. I also recalled that again, the window tellers ask people that have dogs in their cars (I traveled with my dogs that morning) if they want dog biscuits. This had occurred during the financial transaction; I denied the dog biscuits. I found this as a distraction from my receiving my money, and my dogs do not like some dog biscuits. Other banks do that also in the drive-in window, offer dog biscuits. It seems like fake friendliness since the banks do not offer better interest rates, and do not offer silver/gold coin/ingots buys and trading. So, I was shorted $50.00. I called the bank branch and spoke to a person named Amber who said that the bank teller's drawer was in correct count of money and maybe the bills given were stuck together since they were new. I counted the money fifteen times and only two were stuck together and when separated it still came out short $50.00. It is possible that the bank had a drawer start that was short under $50.00 and this is why the drawer was still accurate in count later. If they can offer dog biscuits at a teller window and not give proper financial transactions, the FDIC or some bank consumer agency should be notified. My receipt has drawer # 30921, transaction # 13, date: 8/31/22 time: 9:29 am. I will not upload receipt because it has part of my account number. I want my $50.00 returned.

  Business response

  09/16/2022

  Community Bank, N.A. has worked directly with the customer and came to a mutually agreed upon resolution.  This complaint is considered closed. 

  Business response

  09/29/2022

  The respective Community Bank Branch has addressed the matter further with the customer and the matter is now considered resolved. 

  Customer response

  10/03/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,    ***** ********* 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩