CBNA Mobile Banking

First let me say I love the new layout. I like the login page. I like how it logs you out every time you leave the app. I like that all the accounts and menu options are on the first page. The one BIG thing I don’t like about this app is the lag in account updating. With the old app I was able to see a transaction seconds after I made one. With this new app, it seems to take hours. I like to know what’s in my accounts without having to add up my day’s receipts then subtracting from what the app says my balance is. Isn’t that the purpose of the app? To provide up to date data and control of your money? Fix that and I’ll love this app. Until then I have 4 days to still use the old app I can trust.

If I could leave no stars I absolutely would. I set up an external bank account to pay my car loan that I have through them and their process is to leave two small amounts in my account and enter them into the app to verify my account, they left 5 of them over 5 days, all of which didn’t work until the final day. Now a day before my bill is due and my account is finally verified, I can’t enroll in bill pay because it says my account isn’t valid, when it literally just said it was on my phone. You can’t pay on your phone, and you can’t pay on your desktop, so where are you supposed to pay? I spent 45 minutes waiting to talk to someone and this is the appalling procedure they directed me towards. If your bank cannot make technology easy, like literally any other company has done in the past 20 years, then don’t use it. Horrible bank and I do not recommend to anyone they have no idea what they are doing.

As an employee, I think this app is very user-friendly and easy to use. I really love how you can edit your preferred name. This is very important because I want to address the customer in a way that is most comfortable for them. I would say the most difficult thing is finding the eStatements that are now labeled as “Documents.” This can definitely be confusing for people. As a customer, the new look is very appealing and I love the new feature of adding external accounts. This has been very helpful for me personally. I love how you can message the employees with a question also. Great work with the new app, I love it!!!

This is the worst banking app I have ever used. Maybe it’s just the business practices of Community Bank, but nothing about the app feels user friendly or technologically up to date for 2022. To pay my Community Bank mortgage I have to set up an external transfer each month, that has a capped amount for transferring (if my payment goes up I have to request a transfer increase). If I accidentally fat finger my password ONE time I get locked out of the account and need to set a new password. Customer service takes days if I have an issue. No access to escrow account balances/transactions. Maybe it’s because I am only using this app for my mortgage and not for everyday banking, but I just hate this app. My last mortgage was with Quicken Loans and after using their app for years this just feels like it was developed with no thought for actual user experience.

So I really enjoy using this app its really easy to navigate, add accounts transfer money and get loans are able to get started right here. I have been using the mobile banking with my business and it makes taking payments simple. Response time is excellent no time wasted for loads or actions. Customer support in Bradford and white river branches are excellent I have had a lot of questions to ask as of late and Erin in the white river brAnch seems to make time on the spot to help me and that is the kind of personal investment that I give my clients so to see return service it as it should be.

My name is Wayne I have been with community for about a year and so far they have treated me very good. In my ups and downs. I had a gambling addiction and had financial hardship I overdrafted my account they didn’t judge me. They gave me support and helped me through it. Every time I call someone answers and is there to help. If there is a problem that can’t be solved right away, they send me to the right place to have my problem taken care of. I don’t get out on hold often and if I am it’s never long. The people who answer speak English. My bank is close nit they know me by first name basis

It’s awesome community bank has an app, it’s just super antiquated, recommend viewing KeyBank or northern credit union app and identifying a few essential features that will take it to the next level. I mean why can’t I make a mortgage payment through the app. It’s just silly and now it’s 5-6 days late because of the required inconvenience of calling and processing payments over the phone during banking hours. I mean, who has time to I still haven’t received any statement in the mail… what about an autopay feature (it may be offered but definitely not through the app. This is the best bank I’ve ever used (for EVERYTHING) … just needs a app booster.

Very unfriendly to users and very confusing to use. To do a simple thing you need to come around 7 steps. I needed to pay my auto loan with them. But I couldn’t use my debit card and had to link my bank. And its not easy to link a bank with this app just with routing number and account number. They would send two not one small verification amount to your bank with in 3 days (not instantly) and you need to put them in a confusing chronological order. If you put the first sent amount first and the second sent amount 2nd, you are screwed. You do the thing again and wait another 3 days. And they block the account after 2nd try and you would have to contact them. Bro, its not 1980s and i am just trying to pay my due amount.

My other bank I’ve been using bill pay for like 20 years debits the balance immediately when you hit submit. Here it does not debit your balance until the checks are cashed. This is a very big difference and a little bit confusing to keep a balance correct. The other bank I use pretty much guarantees that the check is good by debit in your account immediately. here you could forget that you have checks out there. So I’m not really sure what to make of this if it’s good or bad but it seems to be working fine. Ty

In-branch person to person service in LOWVILLE is THE BEST. Everyone is very helpful, professional and kind. I’ve had a lot of major life events packed into a year and they have been truly supportive. As far as online banking, I find your website confusing at times, with holes in its structure. It is definitively not as intuitive as the one from my last bank, but your in-person service more than makes up for it. I’m loyal to your Lowville branch, for sure! Thank you.

As a new loan customer I was very frustrated by how user unfriendly the app is, first to set up a log-in and then to find a way to make my loan payment. I had to call the company more than once to get someone who could actually walk me through setting up a log-in and then the payment process. It took several steps and is not a very clear system to use. Thankfully, I could set up autopay from my external account and won’t have to use the app for anything further other than to check on my balance. Setting these up shouldn’t be have been as difficult as it was. I have a few different banking apps and none of them are this confusing!

I installed the latest update on my iPhone and the app stopped working. The error message says unable to connect to the Internet and/or unable to retrieve your data. I’ve tried everything to a force restart a hard restart turning things on and off. App Store stated it was down loading an older version of the app when I reinstalled it, bEcause I have an old phone, an iPhone 6s Plus . Now CBNA app I have that I reinstalled will not work with the above mentioned error messages popping up. I really wish you would give solution because I loved the app. Not working is a major problem. UPDATE: Call the 1866 number it was a 30 minute wait at work I cannot use my whole lunch to be on hold. So per your instructions in the email,Call the local office they redirected me back to the 1-866 number for IT. So at this point still am not happyOr have a solution, if the App Store downloaded an older version it should work it does not once I get thru to IT I will update again Still unhappy.

I love the updated version of the CBNA app however, the issue with updating payments/usage of the card to the app information that is shown daily, can most times mess up calculations for others who have a small budget or a lot going on in which they forget what was taken out of the account(since it doesn’t show everything pending or not). If this could be updated just to show where the card was used whether pending or not, would be EXTREMELY helpful!

Banking has always been one of those things that’s difficult to deal with as a transgender person because it relies on a legal name. When I saw it plastered in the app, I was angry and defeated, thinking I would have to see a name I rarely use every time I login. Until I noticed “edit preferred name” and watched it change instantly. Then had a message refer to me as my preferred name, rather than my legal one. I cannot begin to explain the overwhelming acceptance and love that this action alone has brought me.

It was extremely quick & easy to get started with this app and to switch between multiple account holders, as I manage a family member’s banking as well as my own. Unfortunately, I had trouble finding my monthly statement - you’ve got to tap a specific account to find Documents, and for mobile deposit of checks, the camera often requires multiple taps before it takes a picture. The sign out button was also hard to find. Overall, I think this will work very well.

Everything is so easy to do on the app. I’ve had no issues with the bank at all since I’ve had my account with them. I wish I would’ve known sooner that this bank was right down the street from me I would’ve gone there along time ago and open an account. It was also very easy opening account for savings with the app.

This is my one and only major complaint with this bank. I lose the ability to transfer cash between accounts, also cannot seem to manipulate monetary allocations in real time after 5 pm on Friday, through Monday morning. What’s the point of digital banking if it’s not working when one needs to use it? Please look into this.

I’ve had their app for 5 years now. From Fall 2016 - Spring 2023… Never had any issues with the app. I’ve used an assort of features • Bill Pay • Remote Deposit • External Transfer • Auto Transfer • Notifications for Balance, Transaction Amount All of their features work as intended, never caused me any headaches. I use the app religiously, every day to monitor my transactions. The app is very sleek, easy to navigate, I really like the new modern feel ever since it updated in 2019 or so. The only thing that could improve this app beyond more features, (mortgage, etc). Add more features and I’ll give it 5. For those tech savvy enough to use Online Banks, HYSA, etc, this is the app for you!

At least you could have left the ATM there. I then went downtown to use the ATM last week and did not realize that you also have aperson to person there. After waiting for someone to use, the ATM side 10 minutes, I realized someone was on that side doing business even though no one was on the other side.

It’s a go up, but it doesn’t process fast. You kinda have to know your correct balance and then do your own calculation after you use the account. It’s a bit slow, but otherwise it’s good because you get to see everything online you don’t have to go in person to the branch, but I think it could be improved a little bit more

Why is everything keep logging me out and then I try to login again and then it says password was wrong and every week have same issue with it saying it is a problem on their side. Now card is locked up and can’t access my account. I call the number on back of card and it doesn’t go through. This is really making me start to think about changing to a different bank.

My iPhone 7+ cannot update to the OS now required making accessing on line banking impossible. Not happy! I ended up calling for assistance with the on line banking app update. Unfortunately, I was not the only customer whose IOS O/S was outdated and unable to be updated due to phone age. I still maintain this could have been handled *much* differently perhaps leaving less functionality but adequate security for older phones. After a long wait, I connected with a CBNA account rep who, I’m very pleased to say was VERY knowledgeable, helpful and able to straighten me and a newer IPhone (husband’s) out with the proper login. Kudos to this young man for resolving my issues. I raised my rating to 4 stars simply due to CBNA’s mishandling of its app upgrade.

I have been with CBNA for 20 years and they have always gone “Above and Beyond” with their service. My original branch closed a year or two ago and I miss having the same staff that was there but they are probably retired now too anyway.🙂

Downloaded the new and improved app and found that I still am not able to log in.... same thing used to happen in the old one; password would expire, I would click the button to reset it so that I could put in a new one and the app would just quit on me. So every time my password expired I would have to call and bother someone to reset it for me. I thought this may be better but as soon as I tried to log in I get an “oops” error. On the bright side the design and graphics seems to be prettier.

I have really appreciated being able to access my account online, it has made my savings and tracking what I spend tremendously easier. However. I am disappointed in this new update that I have to have a certain type of upgraded phone in order to now access my account online. This is extremely frustrating. Not everyone can afford the newest iPhone or want the newest iPhone and to take away that accessibility for people is a big misdirect on your part.

I really like this new app. It’s easy to follow and everything is so clear to follow. I don’t get kicked off while paying bills because I’m taking too long. I wish that I could go back more than 4 month. I love the fact that I have Face recognition to by pass my long password.

It seems sleeker and nicer to look at, at least. The messaging for the past few months from this bank was sort of cryptic and from a tech standpoint I’m not sure why they didn’t just update their old app (i’m guessing change of vendors/financial stuff?). Nothing to write home about except that you should download this instead ... because you literally have to if you want to do any mobile banking with this bank now.

This app allows me to use Face ID, deposit, transfer, pay bills and much more. I can’t tell you how good it is. I used to use it for my business also which was a great time saver. BUT they changed the business app. I was very disappointed. But for my personal this app is the greatest 👍🏻

The old app is so much worse than this! This app looks updated, easy to navigate, and so much more fresh! Great move community! I always said the only thing I didn’t quite like about your bank was the mobile banking, but you proved yourself worthy with this one!!

Allows me to do everything I want to, and shows real time transaction information with details of pending transactions. We use two different banks and this banking app is far and away better.

I was reported to Experian for bad credit. I closed my account due to 2 deaths in the family. I was only with them for a couple of months. I never had any transactions with them except deposits.I didn’t even know I had a credit card. I called the bank & was told to call Experian to dispute the credit report. Really? I didn’t even know I had a credit card. This is a very horrible banking experience. If there’s a zero rating that’s what their score would be.

The customer service is so friendly, efficient and helpful They work really hard. I am with them for many years and I never be disappointed

If there is one thing this app is consistent at, it’s consistent at being inconsistent. As others have said, it updates balances very slowly. An error message is often the case when you try to check your balance. It isn’t up to date with other apps and how well they work which is unfortunate because it’s an app I use frequently.

This app is SO much better than the other mobile banking app. Highly recommend switching apps, makes online banking much easier and more convenient than the other app.

App is suppose to make things easier. It’s constantly incorrect on balances and does not update regularly to show most recent transactions. There is many times when logging in that it is not working and leaves you staring at an error screen saying try again later. Dashboard is random and a lot of useless clutter. Easier to just log onto website and complete task than see if app is working.

I use this app daily. My job requires me to travel all over NYS and I use my card on many Business related issues. With this app I can see how much I have, talk to a technician and many more things. One of the best bank apps I have come across.

Five Stars !! Great App, easy to use…. And they have a place for you to pay principal only on auto loans…. Our other bank makes you send in a check if you want to pay extra on the principal.

Extremely happy with this bank… Customer service is excellent within the branch, on the phone, navigating the website.

This has been a great app historically, the only reason it get any stars, but it has now not worked for me for weeks. A pretty big pain not to be able to access your finances! Please fix this ASAP, I may need to switch banks soon otherwise.

This app would be great if it worked. It keeps locking me out of my account when I first try to log on again after a week on not using it, for no apparent reason. The hassle of changing my password every couple of weeks to unlock it, along with the ridiculous bank fees for receiving a statement have me ready to close my account and move on from this hog. Absolute garbage app for a mediocre bank.

I set up transfer money from my checking account into my savings account for years time not once has the transfer taking please..only by doing it myself have I been able to transfer money from my checking account to my savings account I feel that you should look into this Problem because I’m really getting tired of calling customer service To set it up I don’t wanna medic transfer and it never works

First, the dashboard layout, not a fan. Why would I want to see all of my transactions commingled into one view? Makes no sense. Second, the customer service behind the messaging is terrible. They just keep referring me to my branch for everything? What is the point of messaging if the people supporting it literally can't DO anything for your customers? Do they even work for CBNA? What I do like is that it's easy to navigate and manage accounts and billpay. I like remote deposit too. So as long as you don't need to ask any questions using the digital channel, it works fine.

This app hasn’t loaded in over a week it just keeps saying error updating so I tried to delete it and redownload it and now it won’t even let me get into the app it keeps saying there was a problem on our end plz try again this app really needs to be updated even when it’s working it won’t show your transactions for a few hours

If I could do no star-I would. Literally the worst app. The server is down constantly and I am never able to check my account info. There is nothing more inconvenient than having to hold off on paying a bill or purchasing a large item because I can never get an accurate idea of what is in my account. Why have a banking app if I can’t access my banking needs?!

When you want to do something other than day to day stuff, like changing an account to paperless and others, you have to be a computer guru or patiently go through all items on the site.....it is quite frustrating at times.

I really like the new user interface and features however I wish the account balance updated faster. It seems as though it can take a few minutes and a few attempts at refreshing before it shows the accurate balance.

Since the update 4 days ago, I am unable to access my app. I have an older iPhone and the new version will only work on IOS 16 or newer. I am unable to download IOS 16. As a result, I need to use the older version of this app which tells me there is no connection each time I try to login. I am connected to my home internet and all other apps work. As a result, I am rating this app 1 star.

I have to say you have the most confusing app and website. The payment is called transfer. I looked at the due date and it said nothing is due even though my payment was due in few days. I have to put my password on a payment it’s too much or make any transactions while having my face id enabled

I really hate the "device passcode" thing, but there doens't seem to be a way to disable it. I don't think it's secure to just type a 4 digit passcode to get on the account, but if I don't want to leave it activated I have to log out of my profile twice to close the app. It's also difficult to navigate between the pages.

Literally the worst banking app ever. Have uploaded the app multiple times on multiple platforms and get the same error “ooops something went wrong on our end”. Since the change to the new app, it has basically been useless. Thought I would give it a week before I give up. That time has come, changing banks this week because I need a bank that gives on line access to my accounts.