Complaints

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

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  Community Bank, N.A.

  5790 Widewaters Pkwy Syracuse, NY 13214-1850

• 

  Community Bank

  2929 E Commercial Blvd STE 101 Fort Lauderdale, FL 33308-4217

• 

  Community Bank

  702 W Main St Valley View, PA 17983-9474

• 

  Community Bank, N.A.

  150 Market Square Millersburg, PA 17061

• 

  Community Bank, N.A.

  272 Lake St Penn Yann, NY 14527

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:04/10/2023

  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.

  Date of Transaction: 12/09/202
  Amount of transaction: $500.00
  
  Details: on 12/09/2022 I received a text from ****** stating I someone was requesting $500.00 and if I didn't decline within a certain amount of time it will be automatically withdrawn. I went to my ****** account and tried to find where to decline the transaction. When I couldn't find how to decline the transaction I googled ******** number. I called the number which came up on ****** and it sounded legit. They told me the new process to remove the request was to go through **** ***. I was unfamiliar with **** *** and they said they can assist me remotely, I agreed to them helping me remotely because I couldn't afford to lose the $500. During the time they had remote access to my phone they were asking me for information I was not comfortable giving so I disconnected from the remote access and hung up. By that time it was too late and the money was withdrawn from my account.
  
  I contacted customer service for Community Bank N.A. I reported I was scammed and they told me it will be investigated. Meanwhile, I contacted my local police and filed a police report.
  
  On March 7, 2023, the bank withdrew a $500.00 reverse provisional. I contacted the bank again asking what this was! I was informed I should be receiving a denial form in the mail that my request was denied. So when contacting numerous people I was told the only information they had was it was reported as fraud with no other details. So I explained what happened and I was told they will talk to their supervisor. I did not hear back I called again and I was told the decision stands. I asked how do I appeal the decision and they said I would have to contact the number on the paper there is nothing more they can do for me. I called the number on the paper and they said your requests denied and there was nothing they could do for me. I have withdrawn all but a few dollars from my account. Scammed 2x 1 by scammers and 1 by the bank

  Business Response

  Date: 04/18/2023

  Community
  Bank has investigated the matter and noted the Reg E dispute was denied and
  provisional credit was reversed.  However, based on the additional
  information provided, the $500 was returned Ms. ******** account. 
  Attempts were made to contact Ms. ****** to thank her for bringing this to our
  attention and to inform her of the outcome.  Community Bank apologizes for
  any inconvenience this may have caused. 

  Customer Answer

  Date: 04/18/2023

  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.  I appreciate Amy getting in contact with me and resolving the issue.   
  
  Regards, 
  
  ******** ****** 

• Initial Complaint

  Date:03/19/2023

  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 have my monthly mortgage payments through Community Bank, N.A. After they removed their bill pay service via telephone, I tried a bill pay service through my Credit Union. Unfortunately, the payment in February of 2023 did not reach Community Bank so I was past due. This was of fault to either my Credit Union or Community Bank.
  
  I reached out Community Bank via phone and spoke with Todd and made TWO mortgage payments. One for the past due payment for February and the other for March of 2023. The amount totaled $751.30 that was deducted from my Credit Union Checking account on 03/02.
  
  I noticed a few days later that I was still past due. I called to let them know this and they did not see any payment on 03/02, but said they would look into the issue for me. Later on that night, I tried using my Debit Card at the grocery store which was declined. After checking my Checking account, I was overdrawn because Community Bank took ANOTHER $751.30 on 03/07. I called the next day and that amount was eventually refunded to me, but also caused me to have to contact my Credit Union for a reversal of a returned check fee because of this.
  
  As of 03/19, my Community Bank account is still past due and I have been receiving both phone calls and communications via mail. The rep I talked to on the phone suggested I go to a physical branch, but this is entirely the fault of Community Bank, N.A. which is why I am filing this with the Better Business Bureau. I called and spoke with Todd and make the two payments originally on 03/02. Whatever system or clerical issues they had between that is entirely their responsibility to correct.
  
  I hope to get this resolved since 1) the account is still showing past due and 2) the rep told me this gets reported to my Credit Report which I do not obviously want.
  
  Attached is the history of my Checking Account deductions and refund from Community Bank.

  Business Response

  Date: 03/30/2023

  Community
  Bank has investigated the matter and noted that a second loan payment was taken
  in error and was returned to Mr. ********** deposit account.  The loan
  payments have been applied correctly and the loan is showing current. Credit
  reporting was reviewed pertaining to the February and March payments and
  neither payment will negatively impact the credit reporting.  Community
  Bank apologizes for any inconvenience this error may have caused.   

  Customer Answer

  Date: 03/30/2023

  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, 
  
  ***** ********

• Initial Complaint

  Date:02/21/2023

  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 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

  Date: 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

  Date:01/25/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/17/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:01/13/2023

  Type:Product 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 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

  Date: 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

  Date:12/09/2022

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/04/2022

  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 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

  Date: 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

  Date:10/17/2022

  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 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

  Date: 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

  Date:10/05/2022

  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.

  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

  Date: 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.