Community Bank, N.A.

I hate to leave a negative review because I know it’s not the fault of the employees here. I’ve had a wonderful experience banking at this location when it was still Santander. Special shout out to Sabrina! She is the best.

But since CBNA has taken over this is the worst banking experience I’ve ever had.

To start off, I still have not received my debit card which was supposed to come before the merger weekend. Second, we were told that routing numbers wouldn’t need to be updated until February for payroll/direct deposit. My last paycheck was delayed and I later got an email from CBNA stating they were aware of issues and urged us to now update routing numbers immediately.

I also now seem to have a Zelle limit that is under whatever it was before and I cannot see what my actual limit is. But it’s a problem because it’s how my landlord accepts rent payments.

I understand that the merger has caused a lot of problems and the employees in the actual branch are swamped and trying to keep up with all the chaos that they had no part in causing. However, the customer service has been non existent through this transition and as a customer trying to access my own money it’s frankly unacceptable.

I have tried calling the branch directly and the customer support line for 3 weeks. I got put on hold for 93 minutes in one case just for someone to pick up and end the call. And another I scheduled a call back that simply never came. I came to the branch in person and the line was almost out the door with angry customers. I’m pretty much at my wits end. I have limited access to my own money and can’t seem to get access to a human being.

From what I have experienced so far, I recommend banking elsewhere at least until they get things figured out here or at least dedicate more resources towards customer service.

Sad to say I will probably be leaving this bank in the coming weeks.