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November 2024 by Cristian Rafael
Absurd delay in balance updates, the app shows the debit on your bank statement but the money remains in your account so you think you've already discounted the amount and when you see it they charge you a overdraft of $38.00 because they authorize discounts on your account even though you don’t have a balance just to get your money.
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August 2024 by Gaylord Veit
I have been a customer for many years, I have never had a problem. I mainly bank at the dryden branch where the staff is always friendly and eager to help with any problems..I would highly recommend this local bank which has been around my whole life.
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March 2024 by First Last
1st incident: They mishandled my tax paperwork and despite me visiting their office 4 times, they still did nothing to correct it. It had been impossible to reach someone who could answer my question about tax paperwork. This happened to me in 2014-15 and I just gave up. 2nd incident: Their system had a bug and my address somehow got completely deleted from the system. Consequently, they sent my new debit card to a wrong address (I was unaware that they issued me a new card because all my letters were sent to the wrong address too, and all my statements were online). I finally realized this because my old card got deactivated and I had to go without a card for weeks. This incident gave me a big security concern. 3rd incident: They misplaced many Cornell foreign students' SSN declaration form in April this year (2017). I don't know if they have fixed it for the other students but it has been 6 months and they still have not done anything to fix it for my case. My interest has been withheld every single month since, despite me sending them the form twice, once in person. I have accounts with BOA and M&T and I've never had any problem with them.
Update: As of January 2018, the staff at Triphammer office has now resolved the inconsistency in my tax declaration record. Because of this, I am changing this review from 1 star to 3 stars. I would say that the service at Triphammer office is better than at the main office. Also I want to add that the staff at Cornell campus branch are very kind and helpful, but the branch does not handle paperwork.
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November 2023 by Tyr Wiesner-Hanks
I had a pretty good experience here. Went to open an account, and the person I talked to was efficient and polite. Had an issue enrolling in digital banking because I was in the system already (had an account with Tompkins years ago), called the main help desk, and immediately got transferred to someone who could fix it. Overall pretty good.
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October 2023 by Guillermo Vargas
Predatory overdraft fees over an error. Still forced me to pay the fees. They also never answer the phone. Don't bank with them.
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June 2023 by Kurt Becker
Y'all it's just bad. And It's snooty. They don't greet people. It's cold. They give mixed messages. It's just horrible customer service. No returned phone messages from supervisors after two left messages. Tried many times and many locations, decided to close (they charged me $20 to close) and went to Community Bank - much better experience.
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March 2023 by Vi Shyu
Good hours.
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February 2022 by Kitty Hall-Thurnheer
Absolutely WORST bank ever. They NEVER answer the phone. You WILL always wait. Ask for information-- they ask security questions "Which branch did you open your account at?" 45 years ago? I have no idea! "Oh, then we can't give you the info you need." I can't say enough bad about this bank! Only have my mortgage left there. Absolute displeasure every single time I have to contact them!!!!!!!!!! All other accounts moved to Elmira Savings Bank--great customer service, always answer phone, know customers by name, etc. etc. etc.
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January 2021 by M
I agree with every critical review here, unfortunately.
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June 2020 by Kim B.
Instead of automatically changing my account to one where I wouldn't get charged overdraft fees, the back continued to keep me in an outdated, inadequate account. Even though I had plenty of money in a savings account, as well as my checking , the bank would charge a overdraft fee. In particular I was upset in not getting automatically switched to a different level savings account that would eliminate the overdraft fee. Also with the standard savings account you get charged a fee for not using it a certain number of times. The interest rate for having your money in their bank is very low. I'v heard of other banks having much higher rates. So they want to charge all kinds of fees and not pay any interest to people who give them their money.
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April 2020 by EM
I agree with every critical review here, unfortunately.
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March 2020 by E
I agree with every critical review here, unfortunately.
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February 2020 by Fili Menna
Worst customer service
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January 2020 by Sappho Hocker
Possibly the worst bank in Ithaca. Insane overdraft fees, takes forever for mobile deposits to go through, and if you ever do get a hold of a customer service representative they're pretty much useless. I find myself calling this back practically every other month over their garbage service and I'm finally going to close my account. Take your money somewhere that it won't be stolen and given to shareholders.
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January 2020 by Rida Zahid
Incompetent staff; Expect to take all the burden of educating their staff on yourself ESPECIALLY IF YOU'RE AN IMMIGRANT OR FOREIGNER or if there's even a little complexity in your case. They will take your money before making you jump through hoops due to their own incompetence and inability to comprehend their own policies. Go to a bank with better trained staff. It isn't worth the hassle.
