Complaints

• Initial Complaint

  12/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Closed our bank account by "accident", they reopened account BUT we have a 0 balance- we can't access any of our money until Monday! My wife was told there's nothing more they can do. How are we being punished when this wasn't our fault. An employee wasn't paying attention and closed the wrong account

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A refund of the overdraft fees. I feel like they do not give us customers a chance to get the money back the first time my account got overdrawn I had the money back within half an hour. Then on 10/10, a few checks came out around 7 in the evening. I had the money back in a little past 9 at night. My account was not overdrawn for a full 12 hours. People took their time getting back to me. I asked to have fees refunded and what was left given to me and my account was permanently closed. That is all I am asking here. I just want my money back and I never want to deal with this bank after how I was treated as a customer. The way the overdraft fees are charged is egregious there. It is not fair I just want to get this resolved here and be done with it.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a victim of fraud. I contacted bank on Buffalo while it was happening and they told me they could not assist. I contacted the branch the following day. They told me to email them the info. I did. I asked to speak to someone in fraud and they declined saying they would reach out to Me. They never did. I then received a letter in the mail stating they would deduct the money from my account and would not overturn the fraud claim despite a police report and open investigation with the police. I emailed several people at bank on Buffalo for follow up with no response. I called 6/8 and asked if I could file an appeal and was told that was not possible after speaking to a woman for 30 minutes who said she wasn’t sure if I could file an appeal but thought it was likely. I then asked to speak to the fraud dept and was told no. I am unclear how the fraud dept at bank on Buffalo could open a fraud case and close a fraud case without spreading to the claimant, even once. I am concerned that this was never properly escalated to the fraud dept and I question what was actually sent to the fraud dept, if anything.

  Business response

  06/20/2022

  I am writing in response to the communication dated June 10, 2022, informing CNB Bank of a complaint
  filed under BBB Complaint ** *********

  
  In the complaint, the consumer is concerned that an issue was not properly escalated to the fraud
  department and investigated thoroughly.

  
  An independent investigation was conducted into the allegations. The VP, Fraud Investigations provided
  the referral of this incident and details on the investigation that was conducted. Documentation
  included the police report, copies of receipts, and photos of the gift cards purchased. The investigator
  on the file obtained photos of the ATM withdrawal confirming who made the withdrawal. The
  investigation also confirmed that the consumers debit cards numbers, online banking credentials nor
  personal information were compromised in the incident.

  
  In addition to the fraud referral Regulation E disputes were filed on two separate transactions, an ATM
  withdrawal, and a point-of-sale withdrawal that were related to the above incident. In accordance with
  Regulation E provisional credit was provided and notification sent to the consumer. The investigation
  determined that both transactions were authorized by the cardholder and that the account would be
  debited for the amount of the provisional credits previously provided. The consumer was notified of the
  date that the debit would occur with a final determination notice. The investigation determined the
  point-of-sale transaction was conducted with a chip card present and that the correct pin was utilized.
  The ATM withdrawal was also conducted with a chip card and the correct pin entered. In addition,
  documentation provided confirmed that the consumer received the gift cards purchased with the point-
  of-sale transaction and pictures confirmed that the ATM transaction was conducted by the cardholder.
  In both cases the transactions occurred without incident, there were no errors or fraud identified and
  the customer received the goods (gift cards) as intended.

  
  We understand that is an unfortunate incident for our customer, however the scam was outside of the
  transactions conducted with the Bank. The Bank’s fraud department works each incident diligently and
  will work with law enforcement to provide any details as requested that may help to resolve this case.
  
  Regards
  Katie A******** VP Compliance

  Customer response

  06/20/2022

  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.  For your reference, details of the offer I reviewed appear below.
  
  The police determined this was an act of fraud. Additionally, I asked to speak directly with someone in the fraud dept of bank on buffalo and have never had the opportunity. I am curious how bank on buffalo states they have a fraud dept no one can speak to? 

  
  

  This fraud case is under active investigation by NYS fraud dept. I’m curious how NYS determines it was a fraud but bank on buffalo doesn’t and won’t communicate directly with the consumer 
  
  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. ↩