ComplaintsforCommunity Bank, N.A.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently noticed a service charge for $4.95 on my checking account. There was no further explanation for the charge and I was not able to dispute it so I used the chat feature on the banking app to get more information. In the process I found another service charge for $4.95 as well. The response I received from the bank representative via the chat adds to my concern and I believe that these so-called service charges are a scam and an attempt by the bank to take close to $5 from my account every month without notifying me or getting my approval for new terms that I never agreed to and was not made aware of.

  Business response

  10/31/2024

  In June of 2024, Community Bank disclosed to our NY and VT deposit customers impacted by upcoming changes in our suite of checking products.  Subsequent to the complaint, the local Branch reached out to Mr. ******* to discuss his concerns and was able to assist him.  Community Bank appreciates Mr. ******* for his continued business.

  Business response

  10/31/2024

  In June of 2024, Community Bank disclosed to our NY and VT deposit customers impacted by upcoming changes in our suite of checking products.  Subsequent to the complaint, the local Branch reached out to Mr. ******* to discuss his concerns and was able to assist him.  Community Bank appreciates Mr. ******* for his continued business.

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Community bank continues to charge $2 a month for paper statements. No big problem we switch all (11) of our accounts to online statements. They keep sending paper statements and charging $2. It will stop for a month or two then they will start doing it again. How many elderly people are getting scammed this way every month.

  Business response

  10/28/2024

  Community Bank, N.A. has investigated the complaint and worked directly with Mr. ***** to address his concerns. His accounts are set-up to receive e-statements and will not be charged the $2 paper statement fee. Community Bank appreciates the opportunity to assist Mr. ***** with his banking needs and considers the complaint closed. 

  Customer response

  10/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Moving forward I have been assured that we will get digital statements and $2 fees will not happen again.   Regards,   **** *****

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Community Bank is the lein holder for my vehicle determined to be a total loss by my insurance company. Due to the lack of communication skills between these two multi billion dollar establishments, I was forced to make a car payment. The car was struck at no fault of my own on the 21st of September, CBNA was contacted "officially" via my insurance company on the 4th of October. I had personally made calls to CBNA prior to the 4th and they were aware my vehicle was a total loss. The car payment came out on the 7th and on the 9th I called to request a refund. I have GAP insurance on the vehicle as well, I had purchased it brand new and it was a 2023. Upon requesting a refund I was informed that not only were they going to expect my continued payments, but actions to prevent payments would be met with late fees and credit destruction. My car was parked and stuck at 11pm at night, its been nothing but a nightmare of coordination for me with insurance and the bank. As the victim in a hit and attempted flee by an individual under the influence, how is it okay for an insurance company I've paid over $40,000 to and a nationwide bank to treat me this way? its unethical and completely unacceptable.

  Business response

  10/17/2024

  Subsequent to the complaint, the customer has been in direct communication with the appropriate personnel at the Bank.  As explained to Mr. *****, it is the customers responsibility to make monthly loan payments until the payment is received from the insurance company.  Once the insurance payment is processed, any resulting overpayment will be provided to Mr. *****.  We understand Mr. *****’s frustration as we await the payment from the insurance company.   

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 29 2024 I authorized ***** to charge my account an ampunt. A week or two later ***** took out 465.00 from my account. I filed a complaint with my bank. They have since taken out the same amount for the same reason. They stole money out of my account.

  Business response

  05/22/2024

  Community Bank has investigated the complaint and learned that when Mr. ******* filed a Regulation E dispute for a charge from *****, provisional credit was provided. Under Regulation E, provisional credit must be provided during the investigation period. To complete the Reg E investigation, the Bank requested additional information which was not received from Mr. ****** during the 90-day investigation. This resulted in the reversal of the provisional credit.  Subsequent to the complaint, the Branch has been in contact with Mr. ******* to explain the situation.  The Bank encourages Mr. ******* to work directly with ***** to resolve the matter.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

   Mis leading information concerning adding and taking off joint person on my personal checking account. Now they will not tale other person off from checking acct! I have a problem with Community Bank explanation! I will not accept mistake by your bank! Why did Carl S*** did not know about this regulation when he advised me! Since he was manager and official of Community Bank! He should proper knowledge concerning checking acc't! Under legal standards, he holds himself and company responsible for his wrong communication to customers. 

  Business response

  04/16/2024

  Community Bank has reviewed the complaint and noted that it is Bank policy not to remove an owner on a joint checking account for the protection of both owners.  A new account will need to be opened without the second owner.  Branch personnel have offered to assist Mr. ******* in the transition.  The Bank apologizes for the inconvenience.   

  Customer response

  04/16/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Please be informed that I do  NOT accept community bank Solution! Since it was a mistake of communication from Mr. Carl S*** to a bank customer !  Being that Mr S*** bank official, He holds himself and the bank responsible for the misleading information of the joint checking account with myself! The policy of the bank needs to be Wave in this case ,due to misleading  Information of the same!  The only way I accept a solution  Is that Community bank/Mr S*** own up to the mistake of information given to a customer, By taking the joint person off from  My checking accounts and way  It was before misleading information given to me ! Without me going thur many transactions changes that could  Cause many unseen problems to My deposits and payments of bills! Please ask the  Question to Community bank will they paid for loss and damages to all these transactions changes! Lets make this easy, just take OFF the Joint person from my checking account! Lets put this problem to Rest!  Regard ***** *******   

  Business response

  04/17/2024

  Community Bank apologizes for any misunderstanding that may have occurred with discussions between Mr. ******* and Bank Personnel.  Unfortunately, the Bank is not able to make an exception to Policy by removing a joint owner of a checking account.   As previously stated, the Branch has offered to assist Mr. ******* with a transition to a new checking account.   

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried a one week trial of calm radio at the beginning of December 2023 on my online banking account states December 6, 2023 when they took the money out $75.56. I took pictures of my online account which proves that the account was inactive and expired on December 5, 2023 the day before they took the money out of my online checking account, which was December 6, 2023 it was inactive on December 5, 2023 they gave me a provisional credit of $75.56 on December 14, 2023 and then on March 4 after they investigated they took the $75.56 back out of my account which they should not have done nobody asked me for any proof I don’t know how this stuff works but they should’ve asked me for proof. I would’ve been glad to give it to him. They know what’s in my account. They can check my information in my checking account when it was taken out when it was canceled on my phone and everything they have the means, and the way to do it , so I believe it is so therefore it was done when it shouldn’t have been done

  Business response

  03/22/2024

  Community Bank performed the appropriate investigation of the dispute under the guidelines of Regulation E.  Unfortunately, the Bank is not in a position to assist Mr. **** with recovery of the funds in question.  It has been communicated to Mr. **** to work directly with the merchant for resolution. 

  Customer response

  03/25/2024

  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. Regards, I am very disappointed in the way and manner. This whole system operates. It just indicates the abundance of fraud within the system itself. They did not take the time to do the proper investigation that would come to the conclusion I did not authorize the charges that were on my account, they just took the word of the other side. One tends to wonder why this happens. The reason appears to be bias.  ***** ****  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1st my social security check was deposited into my bank account . The check was in the amount of $1120.20 I attempted to transfer a amount to my ****** account when I found that my debit card had been compromised and needed replacement so I had the amount transferred from my account directly. Who I was going to pay and why is not under the banks authority. I received a call from the fraud department to question what I was doing. I wasn't getting advice although it was eluded to me that there were online possibilities. .I needed the money for an emergency. And had been waiting for the deposit. The branch manager called me and with a giggle said the had locked my account suggesting I call the state police which I did making a foll of myself which was clear as the officer said it was my problem and they had nothing to do with it The account has all my money in it and is being held by the bank with no given reason. I am on disability and I manage the best I can it is not the banks place or anyone else who I help and how I do it. If it causes me harm that is my problem no one else's

  Business response

  03/13/2024

  Community Bank has investigated the complaint and learned that the Branch worked directly with the customer. The customers funds were turned over to her and we consider the complaint closed.

  Customer response

  03/14/2024

  The bank did not work with me they made a decision not to work with me close my account and return the money leaving the things to be paid from my account unpaid and me without an account to pay it. The only explanation o recieved was that I was a risk to the bank . I don't know how I'm a risk. I do believe now the bank is a risk to be a customer with

  Thank you

  ****** ******* 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to do a rollover into my existing 401k from *** into this account since I was laid off and my account balance at **** was highest. **** allowed me to download rollover paperwork and I processed the rollover from *** to them. **** cashed my checks for ~$30k 12/6/23 without telling me they were not going to accept my rollover. After following up with them not seeing this post to my account they then reported they could not accept my funds. When asked where my checks are they said they sent to *** and *** has not record of receipt. It has been 6 weeks that my money has been out of the market and no one can bother to reply to let me know where my retirement funds are. I have called and email without any resolution. If they were unable to accept my funds someone should have notified me weeks ago or not allowed me to download a rollover form from my account.

  Business response

  01/12/2024

  **** has worked directly with the customer and came to a mutually agreed upon resolution.  This complaint is considered closed.

  Customer response

  01/22/2024

  While this matter is considered closed, I would not characterize the resolution as mutually agreed upon. Their improper handling of my rollover distribution request and my subsequent losses from continuing to be out of the market does not constitute the $150 check they sent as a courtesy. I certainly appreciate the efforts of the supervisor overseeing this issue and recognize that individual did not have the authority to do more.  I spent countless hours on hold trying to rectify this with 3 different custodians and while my initial distribution was sent out back in November, it is now January and my check is still in transit awaiting further processing to be redeposited at another custodian.  Their lack of notification and operational processes is contrary to what other providers in their industry have and was not only unsatisfactory to myself, but also to the DOL representative that was handling my initial compliant.  They need to reexamine their internal procedures to avoid this type of circumstance impacting other participants in the future.  Regards,  ****** ******

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just started my auto loan with CBNA in August and my first payment was due in September. Their app was confusing because payments were being made as transfers and not payments, which is wildly annoying and confusing to the normal consumer. Since it was confusing to me I called and got help setting up auto payments over the phone in august and made my first payment. I then went into my app today and saw a payment was never taken out for October. I called and explained that it should’ve been set up for auto payments and she helped me re-set up my auto payment again. She then told me I still owed $57.21. Which is confusing because that also doesn’t display on the app. If she didn’t tell me about it I wouldn’t even know it was due. Not to mention it was a late fee, which is excessive on its own but also auto payment should’ve been on and I mentioned that it was a call so there should be a recording of me having set it up. I asked if the late fee could be waived for the error and first time issue and she said there was no way for them to do it and I would have to clear it up through collections. Not wanting my credit to suffer I just paid the late fee. This, however, is horrible business practice. There was no reason for the fee to be so expensive and no reason it shouldn’t have been waived for my circumstance. Overall, the app is pour, the support is lacking and the account management seems to be inferior. There is a no reason a company in 2023 shouldn’t be able to have an easy to use modern formatted system and be able to waive a simple late fee. Unbelievable.

  Business response

  10/26/2023

  Thank you for brining your concerns to our attention.   Community Bank has investigated the complaint.  Although the late fee assessed was correct based on the amount disclosed in the contract, as a gesture of good faith, the bank refunded the fee.  Additionally, the Bank has corrected the automatic payment. Community Bank apologizes for any inconvenience this may have caused.  Community Bank strives to ensure each customer receives professional and courteous service and the Bank apologizes for any negative experience he may have received.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I closed my Checking account back in 2018 at the Portville, NY branch (which is now closed) to which I just found out in 2023, that they never officially closed my account and when I called the Olean branch, they would not resolve the charged off account that I was totally unaware of until now. They said they emailed me notices in 2018 but the mail was returned to sender. They never bothered to email me or call me to explain the situation in order to get it resolved. I opted out of overdraft protection prior to closing my account but they said I did not stop my auto insurance from coming out of my account in time so it overdrafted my account in June 2018 (the payment should've been rejected with no overdraft protection) and was charged off in Sept 2018 without my knowledge. I didn't know any of this until May 2023 when I tried opening an HSA account somewhere else (which I was denied for this reason). I never updated my new address as I did not think I needed to after closing my account there. I called the Olean branch the Friday before memorial day weekend, towards the end of the day, and they said they would get back to me on Tuesday after doing some more digging but they failed to do even that. The customer service is poor. They do not seem to keep very good record of accounts and communication logs. I have no access to any of my information at this point in time. I left Community Bank because of the outrageous overdraft fees and errors with the order money came out of my account and here I am STILL dealing with their ** fees years later. I asked for a reversal and write off of fees owed due to it being an employee/bank error but they would not help me resolve the problem and argued with me instead and accused me of not understanding. I understood what they were saying but they did not listen to me or try to help me resolve the problem. I would like the $200+ in fees to be removed and my name to be cleared so that I can open accounts elsewhere if I so choose.

  Business response

  06/29/2023

  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

  06/29/2023

  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. ↩