Consumer complaint received 2025-03-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: COMMUNITY FINANCIAL SYSTEM, INC.
State: NY

Complaint narrative:
The person took advantage of the fact I was in and out of the ICU dealing with organ failure at XXXX point I couldn't even breathe on my own and was found unconscious in my apartment and airlifted to XXXX XXXX after being transferred when stable from XXXX XXXX in XXXX NY I had XXXX emergency surgeries almost had my left leg amputated and when the ambulance took me from my apartment my personals like my cellphone and purse were left In my apartment that was left unlocked by the Police and Emergency Services someone learned I was in the hospital and helped themselves to my belongings and used my bank card without my knowledge or permission to make a payment of {$1900.00} to a car dealerships in XXXX NY that her ex boyfriend owns and has done XXXX business for several years out of. The owner XXXX XXXX knew it was a stolen bank card and tried to make XXXX prior large transactions that exceeded fund amount available as I only had {$2500.00} in my checking and Savings total and then he manually punched in my card information into his kios and successfully charged {$1900.00} for a car she was purchasing from him both without my knowledge or permission. when I was released and made aware of this I immediately called the police and pressed charges against XXXX XXXX who claims it was an accident because she meant to use her mother 's card not mine. Either way when the bank contacted XXXX he made a false statement to the bank and provided documents he had altered so they were informed I was on the lease for the car but very well was illegal and should of been verified thru the bank that provided the loan for the car purchase. The bank has refused to reimburse me even though XXXX XXXX called the bank herself and expressed her remorse and admitted she didn't have my permission nor did I have the knowledge that she did or was doing this while I was hospitalized. XXXX should of had to return these funds and the bank should of cancelled this payment or covered it with the insurance they have and XXXX would of had to deal with the negative funds and balance of his business account as thats the ethical and legal way that banks practice but for some reason the bank is refusing to do anything and closed the dispute and my bank account charging me because this and other transactions XXXX made without my knowledge or permission made my account negative in the hundreds. XXXX of XXXX bank refuses to reopen the dispute and my account and providing me with my funds back and unprofessionally suggestied I asked my XXXX yr old grandmother whose banked with them for over XXXX to give me my Money back if that's whose card XXXX XXXX she meant to use. I want this resolved and I want them held responsible for dropping the ball on XXXX of their customers as I fought for my life they allowed their customer to be robbed XXXX I for the life of me can't believe why they are that lazy that they couldn't take the time to actually get to the bottom of this and do what they are legally and ethically bound to do and that's refund my money and press charges against XXXX XXXX for XXXX to a Bank which is a federal offense. Please help me make these people do what's right I am a mother of XXXX small children that is dealing with the fact on top of being sick and needing an organ donor and treatment we previously had a fire last XXXX and lost our home and all our belongings tragically then while being displaced were effected by a tornado which put us in the XXXX in a make shift shelter the XXXX XXXX set up for almost a month before Community action opened up a temporary living place for my family and I which is where we are as we haven't been Able to successfully secure housing or replace our belongings to date so this was the rest of my money until I can get XXXX and it is dire I get it back as I have to go back to be admitted to XXXX XXXX next week to have a stent placed in my XXXX so my limbs don't develop XXXX XXXX and require amputation. Please help me get this resolved immediately my number is XXXX the dispute department for XXXX Bank refused to even provide notice of their decision with the proof that was provided and was commiting fraud by XXXX XXXX so that I could take it further up the chain Thank you for your assistance and fighting for people like myself that are taken advantage of by entities who believe they are authorized to pick and choose who they follow their own polices and legal obligations by as we live in a small community and if it was anyone else this would not of happened and if it did the bank would of did their due diligence and immediately refunded my account and blocked and further fraudulent charges.

Company response to consumer: Closed with explanation