Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  11/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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.  ***** ****  

*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. ↩