Consumer complaint received 2026-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: COMMUNITY FINANCIAL SYSTEM, INC.
State: NY

Complaint narrative:
I am filing a formal consumer complaint against Community Bank for actively violating card network rules and denying my right to file a merchant dispute. I have 10 separate XXXX XXXX transactions on my Community Bank debit card totaling {$250.00} where the merchant engaged in a bait-and-switch shipping scheme. The merchant charged me individual shipping fees for separate items under the agreement that they would ship separately. Instead, they combined the items into single boxes and pocketed the excess money. I have exhausted all options with XXXX XXXX support, who has left my help tickets unassigned and ignored for weeks. Initially, I reached out to my local branch and we filed what we believed was a Regulation E affidavit. Afterwards, XXXX from the Deposits Department called me and stated that this was incorrect and that I would have to deal directly with the merchant. XXXX also stated she would be reaching out to the local branch to notify them as well. Today, I spoke with XXXX at the bank, who informed me that there is nothing Community Bank can do. XXXX claimed that the bank has a " new system '' and that the option to actually process a regular merchant dispute is completely unavailable to them, forcing customers to handle it strictly with the merchant. I explicitly explained to XXXX that I have exhausted my attempts with the merchant and the seller. The seller sent a written message explicitly stating that each individual order receives its own shipping fee and is supposed to be shipped separately, but they chose to combine multiple orders into the same box as a " convenience '' to save me from having to sign for all the packages. This is a blatant cover-up and a lie, as these packages are shipped through the United States Postal Service ( USPS ) and do not require a signature, nor has a signature ever been required on any previous order placed with this merchant. Community Bank 's excuse that their " new system '' can not process standard card network disputes is a direct violation of card network chargeback guidelines regarding services not rendered as described. Because Community Bank is blocking my federal rights and card network protections, I am forcing this investigation through the CFPB. Here are the 10 specific Community Bank transactions being disputed, grouped by their official carrier tracking numbers : BOX A : Tracking Number XXXX * Transaction 1 : XX/XX/year> @ XXXX XXXX EST {$31.00} * Transaction 2 : XX/XX/year> @ XXXX XXXX EST {$30.00} XXXX XXXX : Tracking Number XXXX * Transaction 3 : XX/XX/year> @ XXXX XXXX EST {$31.00} * Transaction 4 : XX/XX/year> @ XXXX XXXX EST {$25.00} * Transaction 5 : XX/XX/year> @ XXXX XXXX EST {$28.00} * Transaction 6 : XX/XX/year> @ XXXX XXXX EST {$30.00} * Transaction 10 : XX/XX/year> @ XXXX XXXX EST {$27.00} BOX C : Tracking Number XXXX * Transaction 7 : XX/XX/year> @ XXXX XXXX EST {$17.00} * Transaction 8 : XX/XX/year> @ XXXX XXXX EST {$17.00} BOX D : Tracking Number XXXX * Transaction 9 : XX/XX/year> @ XXXX XXXX EST {$17.00} * ( Note on Box D : This specific Community Bank order was deceptively combined into the exact same physical package as two other XXXX XXXX orders placed on my separate XXXX XXXX XXXX, which is part of a cross-card pattern of merchant shipping fraud ). * Total Disputed Amount : {$250.00} I demand that Community Bank 's corporate compliance team override these frontline agents, immediately open a formal merchant dispute/chargeback investigation for these 10 items, issue a provisional credit to my account balance, and ensure compliance with electronic card network rules.

Company response to consumer: Closed with explanation