Community Bank

Re:         Response to Complaint filed with the Revdex.com                Case #[redacted]Dear...

[redacted],                This letter is in response to the above referenced complaint filed with the Revdex.com (Revdex.com) by your father, [redacted]. In his submission, [redacted] voiced concern regarding the accuracy of your ChekCredit close-out balance.  Upon notification of the complaint, the Bank’s Loan Operations Department reviewed your account history and has since discussed the matter with you. The respective supervisor said she explained to you that the last payment you made did not go entirely to the outstanding principal balance due to various outstanding fees that were factored in; therefore, the principal amount listed in the statement referenced in the letter would not have been the actual payoff amount. It was indicated by the supervisor that you understood the Bank’s explanation regarding said matter and would contact Loan Operations at a future date to obtain the payoff figure directly from them when you are ready to pay off the account. In connection with this matter, a letter dated 12/28/17 will be mailed to you under separate cover detailing the account history breakdown by principal, interest and fees as of said date. Lastly, regarding [redacted]’s assertion of the Bank having “hidden fees” it should be noted for the record that all relative fees were disclosed on the ChekCredit Account agreement that was signed by you on 9/23/16.Community Bank, N.A. and its predecessors have been serving upstate New York, New England and Northeast Pennsylvania for 150 years. We appreciate the opportunity to serve your banking needs and hope that you will give us the opportunity to do so in the future. If you would like to discuss this or any other matter further, I can be reached directly at [redacted] or by email at [redacted]

The business has responded to the complaint however has requested that their response not be published.

Re:       Response to Complaint filed with the Revdex.com             [redacted], Case #12571678  Dear Ms. [redacted], This letter is in response to the above referenced complaint filed with the...

Revdex.com (Revdex.com). In your submission, you voiced concern regarding your checking account with Community Bank.      The respective Branch Manager has since made several efforts to reach out to you to discuss the overdraft situation to explain what transpired and help to avert the potential of future scenarios. It was noted upon my review of your recent account activity that on 12/18/17 one ATM withdrawal and three debit card transactions totaling $164.93 posted to your account, the total of which exceeded the $65.87 balance in your account. Each of the 4 transactions were honored as you have an overdraft protection feature on your account; however, there is a $35 (per item) paid item fee in such instances, which in this case totaled $140. Nonetheless, as a gesture of good faith, on 12/22/17 we refunded 3 out of the 4 fees, totaling a return of $105.00 to your account. Community Bank, N.A. and its predecessors have been serving upstate New York, New England and Northeast Pennsylvania for 150 years. We appreciate the opportunity to serve your banking needs and hope that you will give us the opportunity to do so in the future. If you would like to discuss this or any other matter further, I can be reached directly at ([redacted]

I ordered a sample for $5, which was never received, then a few days later, my account was debited/charged $97.72.

This statement is in response to complaint ID # [redacted] filed with the Revdex.com on July 12, 2017.  We reviewed the circumstances related to the charge processed...

to the account which the customer disputed.  On July 20, 2017, we reached out to the customer and came to a mutual resolution.  We consider the complaint closed.

Point was that they never disclose the cost and itemize the statements.  It was never the case of the agreement [redacted] signed.  When you get a statement from them they don't disclose or itemize the cost associated (as in fees) and further interest costs on the statement.  As we'd expect, all fees and interest cost should be in black and white and not "hidden".  They aren't being forthright with their customers and now every day we discuss this issue they are making more money off of the consumers.  It's not right and they should correct their statements to reflect the cost of doing business with them.  We could not get any answers from customer service when they were questioned about it and now a loan officer's response back to my daughter is "well you know what you signed up for?"  Please.  Give me a break.  She'll pay the bill, as long as it does not exceed the amount originally stated in the complaint... My daughter [redacted] is obligated to pay the said amount of $159.18, nothing more and we wish to close out this account and have no business interest with Community Bank, NA going forward. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Ms. [redacted], This letter is in response to the above referenced complaint filed with the Revdex.com. In your complaint you voiced concerns regarding an unauthorized transaction on your checking account. Upon receipt of the complaint, I reached out to the respective branch manager...

to discuss the matter. The manager informed me that the charge in question was in regard to a debit card transaction of [redacted]a signer on your joint account. She noted that according to the respective merchant, this was in regard to a product/service purchase for which the merchant would have issued an email to [redacted] regarding his option to cancel after the 7-day trial period; the trial of which ended on 3/6/18. In order to formally dispute the transaction, the branch had informed you that you needed to sign a Regulation E Complaint Affidavit, but that completion of the form does not constitute an immediate credit of the funds to your account. The Bank cannot arbitrarily reverse a merchant transaction until the respective protocol/procedure has been followed. The form was completed and signed by you on 3/8/18 and as a gesture of good faith, the Bank since posted a $39.90 provisional credit to your account on 3/14/18 before the matter was resolved with the merchant referenced. However, as [redacted] was notified in a letter from the Bank dated the same day, he needs to come into the branch to complete a conference call with the respective merchant by 3/28/18; otherwise, the credit will be reversed. Lastly, it should be noted that as of 3/22/18, the merchant has not processed a reversal of the original transaction in response to the Regulation E filing. I apologize on behalf of the Bank if you feel your experience in connection with this matter was not favorable. Community Bank, N.A. and its predecessors have been serving upstate New York, New England and Northeast Pennsylvania for 150 years. We take great pride in serving our communities and in being a responsible corporate citizen. If you would like to discuss this or any other matter further, I can be reached directly at [redacted] or by email at [redacted].

Mrs. [redacted], we apologize for making this mistake with your address.  We have updated our records to reflect your current address of [redacted].  Thank you for your business!