Checking or savings account -- Managing an account -- Complaint #19034081
Complaint Overview
Complaint ID: 19034081
Company: Community Financial System, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: New York
ZIP Code: 13090
Date Received: 2025-12-04T12:00:00-05:00
Date Sent to Company: 2026-01-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was the victim of a scam involving unauthorized activity in my Community Bank checking account, and I am being wrongly held responsible for {$12000.00}. Before any fraudulent transactions occurred, I contacted Community Bank multiple times asking for help and verification. In late XXXX XX/XX/year>, I noticed an external account linked to my account and deposits coming in from it. I did not understand the connection, so I emailed the bank asking them to verify whether the linked account was legitimate and whether my account was safe. I specifically asked for guidance, clarification, and confirmation that everything was proper. The bank responded but did not warn me of any fraud risk or advise me to disconnect the account. I followed up again explaining that I had only linked the account because I was misled and asked to verify small deposits. I asked the bank again to check the activity and confirm safety. I also asked them to remove or disconnect the external account so I could regain control of my online banking. My last emails received no response. Shortly after, funds moved through my account as part of a scam. I did not benefit from these funds, did not knowingly authorize fraudulent activity, and did not understand I was being deceived. I notified the bank, and instead of reviewing the full context or acknowledging that I reached out for help beforehand, they assigned me full liability for {$12000.00}. I requested documentation, investigation notes, and a written explanation of why I am being held responsible, but the bank has not provided clear answers or transparency. I can not afford to repay {$12000.00}, and I do not believe I should be held liable when I attempted to prevent the issue by contacting the bank in advance. I am requesting that the CFPB require Community Bank to provide documentation, reopen or escalate the investigation, review their failure to act on my earlier emails, and remove the {$12000.00} liability.
Frequently Asked Questions
What is Complaint #19034081 about?
Complaint #19034081 was filed against Community Financial System, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-12-04T12:00:00-05:00.
How did Community Financial System, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Community Financial System, INC.?
Yes, visit the Community Financial System, INC. company profile at readthecomplaint.com/company/community-financial-system-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.