Business Profile

Bank

Community Bank, N.A.

Headquarters

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Complaints

This profile includes complaints for Community Bank, N.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

51 total complaints in the last 3 years.
13 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I closed out a HELOC account with a new branch in September 2024. I was not contacted by the bank until March 2025 when corporate collections called leaving a suspicious voicemail indicating I needed to call them "immediately" with no reference to any issue. April 7, 2025 they called my cell to inform me my HELOC was in collections and I needed to close the account with a local branch. I immediately went in to a different local branch on April 7th where Heather ****, branch manager assisted me in closing the HELOC by transferring $39 to pay it off. Heather left a voicemail on April 8th confirming the account was closed. On April 22, 2025 Peyton from corporate collections calls again to accuse me of not closing the account. I relay all of my past attempts and she tells me that "the local branch cannot see what she sees - that they don't have the correct information and could not have helped me pay it off. That the $39 was a partial payment and the local branch should not have been able to do this". Peyton then tells me she cannot close the account, that I have to go to the local branch again to close it. When I confront her on the conflict of information on how to close the account, she says she will send a "payoff" document. When she does there are undisclosed fees without dates attributed to the account on the document but which do not show up in my online account. When I press for the fees, I'm told it was for an "appraisal". I asked for a copy of the appraisal and have not received one. I was forced to go to the local branch again on April 30, 2025 and paid $623 dollars to close the account for a third time even though it was a zero balance and I had not used the account since 2018. Heather **** confirmed the HELOC closure again on May 5, 2025. I asked Heather **** to lodge a formal complaint on my behalf given the unprofessional nature of these interactions and the fees. I have heard nothing since. I would like a $623 credit.
Business Response
Date: 06/17/2025
Community Bank has investigated the matter and identified
that a bank error occurred. The Bank worked directly with Ms.
****** to correct the issue. Community Bank apologies for the
inconvenience and appreciates her for bringing this matter to our
attention.
Customer Answer
Date: 06/21/2025
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
Date:04/22/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have previously requested for Community Bank to stop sending solicitations to my home but they continue to do so. I do not want to receive any additional marketing material, emails or telephone calls from Community Bank. I am not interested in switching to their financial institution.
Business Response
Date: 04/29/2025
Thank you for reaching out and bringing this matter to our attention. We take
compliance with all telemarketing regulations seriously, including honoring
requests to be removed from all lists. Although we are unable to find your prior
request, we can assure you that as of April 28, 2025, you have been placed on
our do not mail list. Therefore, in June, you will no longer receive any
prospect mailings.
Customer Answer
Date: 04/29/2025
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
Date:04/10/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I monitor my checking account daily not only on my mobile phone, but also on my computer. Though, no matter which device I use, the balance is never accurate when I check it and because transactions are missing, it's very difficult to keep up with what transactions are occurring and clearing on which days. Earlier today, my account showed that as of the 9th my balance was $174.27 with 3 new pending transactions on the 10th for $22 from *******, .93 cents from ******* and 13.09 from Four which would have brought my balance down to $138.25 on the 10th. Additionally, I also processed 2 cash advances on the 10th totaling $130 which weren't credited to my account despite paying extra fees to have them instantly credited to my account. My account balance as of the 10th should accurately be $268.25. Well I took a screenshot of my account about an hour ago showing a -$86.73 balance yet no pending transactions putting it there. Then I waited about a half hour and checked the account again and the list of transactions changed. This time, the pending transactions on the 10th from ******* and Four were missing, the cash advances I took out still weren't credited, and yet a new NSF fee of $36 plus a check for $225 showed up. How are they to explain the inconsistent transactions and balances showing yet charge customers fees for issues they aren't causing? I am seeking a reversal of the most recent NSF fee on the 11th. I understand these fee reversals are only done a few times per year as a courtesy, but that's to assume the errors are the customer's fault. They are not taking responsibility for their glitchy system and need to make improvements on their website because even manually keeping track with a checkbook, the transactions that are expected to occur on specific days aren't posting and this is creating balance inconsistencies and much unwanted stress. screenshots added clearly show how inconsistent their system is.
Business Response
Date: 04/25/2025
Community Bank has investigated the complaint. The Branch worked
directly with the customer regarding a resolution. Additionally, to help
her avoid potential overdraft situations in the future, the Branch has reviewed
with her how the “available balance” is calculated, including the order in
which transactions are processed.
Customer Answer
Date: 04/25/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
The bank has not directly worked with me to resolve the ongoing issue with delayed credits and system glitches. As I've stated before, the website issues occur frequently regardless of whatever device you use. There has not been any explanation given to me about why these glitches or delays occur. Hence, why my complaint remains unresolved. Why would transactions appear and then disappear? Why wouldn't instant cash advances be credited to my account within the same business day, especially when extra fees are paid for instantaneous transfers? As long as these issues occur, there will likely continually be issues so I highly advise their technical teams work specifically on updating their system software in order to prevent these issues happening in the future.

Regards,

***** ********
Initial Complaint
Date:04/07/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi there want to file a disputed agisnt the bank there because they are refusing to open a account for my Ssi checks
Business Response
Date: 04/08/2025
As previously communicated to Mr. *****, the Bank does not wish
to reestablish a banking relationship.
Customer Answer
Date: 04/08/2025
I need a bank because I’m on Ssi and I’m disabled have seizures for my Ssi payments they want a bank account for direct deposit are they failing to have me because I’m handicapped
Initial Complaint
Date:02/25/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello-
I would like to file a complaint on Community Bank for deceptive marketing and advertising. I had a promotional loan with this bank that I had been making monthly payments on. I know the expiration of the promotional percentage rate was in December of 2024 as the bottom of my statement clearly says due 12/2024 (pic attached); assuming I had till end of December to avoid any interest charges. I did pay off the balance in full on December 30, 2024. However the bank charged me $89.58 interest because I didn’t pay it off 12/4/2024 as they claim it was due. I was unaware of this earlier date. This deadline is printed nowhere on my statement. If they can print 12/2024 expiration date on the bottom of my statement then they can make it much clearer to the consumer to print the actual day along with the month and year. A big bank like this can do a better job informing the consumer and not misleading us. Please I ask for your support to help get changes like these made. Other financial institutions are doing it why isn’t Community Bank? I’m disabled and living on a very fixed income. $89 is a very big deal to me especially when i diligently thought I was adhering to their policies. Please help me get my $89.58 refunded. Thank you for your time.
Business Response
Date: 03/05/2025
Community Bank has collaborated with our third-party credit
card issuer to ensure the terms and conditions were properly disclosed. The
Bank has confirmed that the credit card issuer successfully assisted the
customer.
Customer Answer
Date: 03/05/2025
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
Date:01/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 21st I attempted to make a purchase on ***** *– which is a website and app I’ve made several purchases on before using the same card. Apparently the bank flagged it as fraudulent and did not provide me any notifications whatsoever. They did not provide me a fraud alert text to verify the transactions, they did not send me an email, letter in the mail. Nothing. January 22nd I attempted to use the card and it declined each time, so I called to see what the issue was. They kept me on hold for an hour– then transferred me to the fraud department where I was on hold for another hour or so. They told me the purchase I attempted to make on ***** * was flagged as fraud (even though I’ve made purchases with this card there prior). They automatically cancelled my card and issued a new one with zero reasoning or notice– when obviously there was nothing fraudulent. Now I’m stuck waiting “10-14 business days” for a new debit card. Should I not have received fraud alerts like I have previously asking me to verify the purchase? And why was I not notified or asked consent before being issued a new card?
Business Response
Date: 01/31/2025
Community Bank is committed to
safeguarding our customers’ account - always. When the Bank detects a
large volume of fraudulent transactions from the same store or website, the
Bank must take immediate action. Unfortunately, your debit card was flagged as
potentially compromised and we apologize that a letter explaining the situation
was not sent until 1/23/2024. Additionally, due to higher than usual call
volumes, our call center experienced longer wait times. Community Bank
remains dedicated to providing every customer with professional and courteous
service and we sincerely apologize for any inconvenience this may have caused.
Initial Complaint
Date:11/18/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid 902 the amount of my mortgage payment as I have the past 6 months and all of a sudden I have a late payment on my credit report which went down 100 points because of it. Apparently they said my payment was 908. There was about 5 dollars in my escrow and they applied that and made my payment short by 1 dollar. They never reached out to me on my payment going up but the fact they destroyed my credit over a dollar is unfair and just ruined me.
Business Response
Date: 12/02/2024
Community Bank has investigated
the complaint and confirmed that the Real Estate Loan Servicing Team had
assisted Mr. ****** with the matter.
Customer Answer
Date: 12/02/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. .

They did contact me but said they weren’t gonna do anything about it.
Regards,

***** ******
Business Response
Date: 12/05/2024
Community Bank spoke with Mr. ****** on December 4, 2024
regarding the complaint appeal. During the call, we realized that Mr.
****** received some inaccurate information regarding his
complaint. Community Bank apologies for the miscommunication and
appreciates his continued business.
Customer Answer
Date: 12/05/2024
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
Date:11/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Community Bank N.A. sent out a letter notifying me that I would be switched to an objectively worse account type without my consent. My account type when I opened my account did not charge a service fee. This new account does. There was another account type identical to my existing account type. I reach out through chat and they assure me I won't be charged the service fee. Lo and behold, I'm being charged it for the past few months despite numerous attempts to contact community bank requesting a refund and a change to the account type without a service fee. Every time they send me somewhere else and have more hoops to jump through.

Even if this is resolved, it's definitely scummy behavior to automatically roll over people to an objectively worse account type when there is a new account type identical to the old one.
Business Response
Date: 12/02/2024
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
but has been unable to reach him. Community Bank appreciates
Mr. ***** for his continued business and encourages him to contact his local
branch for further assistance.
Customer Answer
Date: 12/02/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Community Bank has done nothing to resolve the issue. I work and thus am unavailable during their usual banking hours, and they call me in the middle of the work day once. The resolution I want is simple - for the fees to be reversed and to no longer be charged them. Please contact me through email or the banking chat system if you need any further confirmation, I am not available during normal banking hours and this is the best way to reach me.

Regards,

***** *****
Business Response
Date: 12/11/2024
Community Bank communicated via email to inform Mr. ***** the actions taken to address his concerns. Community Bank appreciates Mr. ***** for his continued business and
encourages him to contact his local branch for further assistance, if
needed.
Customer Answer
Date: 12/12/2024
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
Date:11/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted paperwork to have my pension withdrawn to be paid out November 2nd of this year. Community bank pension sent the money to nottingham trust formally community bank trust on 9/20/2024 to be paid out on November 2nd. I have called 3 times and no one is able to tell me why they have not paid out my money. Please help me as it seems no one at the company is able to help me. My payment is well past due and they have no information for me as to why it has not been paid out yet… I was counting on this money when the company said I would have it. It’s past that time and yet no one has an answer. I need help getting the company to send me my money or to find out why they have not as even their own employees do not know why they have failed to pay out… all information they have is that I’ll get my money eventually but that they don’t know why it’s held up nor can they help me… please help it’s a lot of money for my family that we were counting on.
Business Response
Date: 11/26/2024
Community Bank has investigated the matter and determined
that the pension distribution has been issued. We have spoken with the
complainant and consider the complaint closed.
Initial Complaint
Date:10/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date: 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.

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Community Bank, N.A. is NOT a BBB Accredited Business.