Community Bank, N.A., (CBNA) is a full-service financial institution and national banking subsidiary of Community Bank System, Inc. With locations across Upstate New York and Northeastern Pennsylvania, CBNA offers personal loans, mortgages, checking and savings accounts, credit and debit cards, online banking, mobile banking, commercial loans, cash management and more. In addition to a full range of retail and business banking services, the company offers comprehensive financial planning, insurance and wealth-management services.
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FAQs

Consumer Loan FAQs

How do I apply for a CBNA Personal Loan?
Stop into one of our branches and complete an application. Once you have completed your application, take it to your local branch and get a decision - often that same day.
What if I have questions about a CBNA Personal Loan that I already have?
You can contact your local branch and they would be happy to assist you!
How can I make payments on my existing CBNA Personal Loan?
1. You can always pay in person at any of our branches.  To find your nearest branch you may want to utilize our branch locator
2. You can mail payments to:  P.O. Box 628 Olean, NY 14760
3. You can pay online through Online Banking.
4. Use EZ Pay by phone to make a one-time payment from an account at another bank, or using a debit card. Payments entered after 3.00 pm EST will be credited the next business day. Just call 1-800-239-8513 or log onto https://paymentsCBNA.billmatrix.com
How can I get a payoff on my existing CBNA Personal Loan?
To get a payoff on your existing Personal Loan, please call: 1-800-388-4679 Ext. 7162.
If I lost my coupon book, can I re-order a new one?
Yes, just stop into your local CBNA branch and we would be happy to order you a new one.
My loan has a term of 60 months but my coupon book only has 36 payment coupons.?

Our coupon books only contain 36 coupons so another coupon book will be ordered when you make the 36th payment.

Visit your local branch to do any of the following:

  • Make a payment or set up automatic payments to withdraw from your CBNA or other financial deposit account
  • Change your payment due date
  • Request a payment extension
  • Refinance your existing loans
  • Change collateral on your loan

Mortgage FAQs

What mortgage options do you offer?

Whether purchasing a home or refinancing your existing home, Community Bank, N.A. has options that fit your needs:

  • Fixed Rate Mortgages
  • Adjustable Rate Mortgages
  • Construction Mortgage Loans
  • Jumbo Mortgages
  • Mortgages: Primary - Vacation - Investment options
  • Portfolio Lending
  • Seasonal Properties
  • Manufactured Homes
  • Vacant Land
I'm a little short on cash. Do you think you can help me?

Yes! We have Portfolio Programs that just may interest you, click here to learn more>>

Is escrow always required?
No. Many of our programs offer escrow as an optional service.
How much can I borrow for my home purchase? Can you help me determine my purchasing power?
We would love to offer you a free mortgage consultation. Just stop into any one of our branch locations or call to make an appointment.
I already own my home. Do you offer home equity options?
We offer fixed rate options and a Home Equity Line of Credit option.
So after closing, where do I have to mail my payment? And if I need help, do I call an 800 number?
We are Community Bank, N.A. We're your neighbor, mortgage lender, and personal banking resource. Sure you can mail us your payment if you prefer, but you can also come in and see us every month and make your payment right at your local branch office. Need assistance?  Call your Mortgage Banker at your local branch office and he or she would be happy to assist you.

Online Banking FAQs

I'm locked out of my Online Banking. What do I do?
  1. Contact our Help Desk at 1-866-764-8638, Mon-Fri from 8am-6pm.
  2. You can unlock your account through Online Banking using the "unlock your account" feature, if you have previously set up that option.
  3. Stop into your local branch and request that your account be unlocked.
Can there be more than one user on my personal Online Banking account?
The Online Banking profile belongs to the person whose name and social security number were used at the time of enrollment. Only that person can inquire about the online profile. The ONLY exception is in the case of Power Of Attorney. POAs must be on file at the branch and must be verified every time.
Can I just have my co-holder call to unlock my online account?
For your protection, we are only able to assist the person whose social security number was used to enroll the account. A co-holder must enroll for their own online banking account.
Can I update my personal information online?
If you need to change any personal information such as a mailing address or phone number, please contact your local branch.
How can I make payments through Online Banking?

We have a few options available to you:

  1. For your standard payment to any merchant, individual or other financial institution, we offer online Bill Pay. Bill Pay allows you to add payees and issue payments to them. Payments can go electronically or be sent as a check in the mail, based on the payment address you provide. All payments must be inside the United States.
  2. To pay a loan with us from a deposit account that is also at CBNA you can use "Internal Fund Transfer." This feature allows same day transfer of funds between any accounts on your online profile, as long as they are done on a business day before 7pm.
  3. To pay a loan with us using an account at another bank, or to transfer funds from a deposit account with CBNA to a deposit account at another bank, you can use our "Bank to Bank" feature. The external account must be at a bank in the United States.
How do I enroll for eStatements?
  1. To sign up, first login to your online banking account and click the "eStatement" tab at the top.
  2. You can enroll all eligible accounts, or choose the specific accounts to enroll by clicking the "Details" link. If you choose to click on "Details", you'll note that by default all document types are selected for all accounts. If you do not wish to receive all notices or statements electronically, please select your preferences using the checkboxes by the corresponding documents.
  3. Review the e-mail address shown. If it's not correct please update it in the space provided.
  4. For your protection, enter a security phrase.
  5. Enter your enrollment pass code. You can obtain a pass code by clicking "Click here" next to the passcode box.
  6. Agree to the terms and click "Enroll Now".
  7. You'll receive an e-mail confirmation of your enrollment. You'll also receive e-mail notification when your eStatements are available to you with your first checking account statement occurring within the next 30 days and your savings account statement within the next 180 days.
How do I save my eStatements for future reference?
eStatements can conveniently be saved as PDF files on your computer for future reference. To do this, view your statement online, click on file > save as and save the PDF file to your computer.
How will I know when my statement is available to view?
You will receive an email notification from Community Bank, N.A. when your statement is ready for viewing. It is important that you keep your email address on file updated at all times.
I have not received my eStatement. Who should I contact?
Please contact the Electronic Banking Help Desk at 1-866-764-8638 Mon-Fri. from 8am-6pm for assistance.
What if I need to change my email address?
Please notify us immediately if you need to change your email address. You can update that information on your Online Banking profile, or call the Online Banking Help Desk at 1-866-764-8638, Mon-Fri from 8am -6pm.
I'd like to transfer funds to/from accounts at other banks. How do I do this?
You can contact our Help Desk at 1-866-764-8638 Mon-Fri. from 8am-6pm for assistance with adding Bank-to-Bank transfers to your online profile.
When making an Internal Transfer online will it show immediately?
An Internal Transfer online made before 7pm on a business day will be available in your account immediately. If made after 7pm on a business day, it is available in your account the next day.
My bill payment was not received by my payee. What do I do?
Contact the Electronic Banking Help Desk at 1-866-764-8638.
Do these online banking features cost money? Should I expect charges on my account from utilizing the site?
All of our basic online banking features are free.
If I do not have access to a computer is there another way to get account information?
Yes, you may contact your local branch or call our Telephone Banking service at 1-800-991-4280.
Can there be more than one user on my business Online Banking account?
A standard business account can only have one login. However we are able to assist any person who is listed as an authorized signer on ALL accounts. We also offer a "Business Online" product that allows business customers to have multiple logins and limit the specific accounts each user sees
What is the "Business Online" product? How can I find out more information?
Please contact your local branch and ask to speak to a Cash Management Officer to discuss the details.
Which web browsers are compatible with Community Bank, N.A.'s online banking?
We support the most recent version, and one previous version of Internet Explorer (IE), Firefox, Safari and Google Chrome.

Debit Card/ATM Card FAQs

My debit card is lost or stolen. What do I do?
If your card is lost or stolen contact your local branch or contact 1-866-546-8273, 24 hours a day and 7 days a week.
My debit card is not working properly. What do I do?
If your card is not working please contact your local branch and they can assist you.
Should I contact my branch when I travel? Even in the United States?
Yes, anytime you travel please let your local branch know, or contact Electronic Banking at 1-866-764-8638. Our fraud protection is based on "unusual" activity. Therefore, purchases in other states may flag your account for fraud. If we are unaware that you are traveling and cannot get in contact with you using the contact information on file, we may put a temporary block on your card.
If traveling overseas are there any extra charges or fees?
When traveling overseas there is a 1% international service fee.
What is the currency exchange rate if I use my debit card out of the country?
The exchange rate for international debit card purchases is set by Visa® International. This rate of exchange is either the wholesale market rate or a government-mandated rate on the day before the date the transaction is processed. We suggest that customers visit www.visa.com, and search for "Foreign Currency Exchange Rates". Visa® provides a currency conversion calculator that will give the customer an indication of the rate they may expect to receive.
There are unauthorized charges on my debit card, what do I do?
Contact your local branch or our Help Desk during business hours at 1-866-764-8638. To cancel the card and stop further charges immediately, call the Hot Card Desk at 1-866-546-8273.
My debit card is expiring soon and I have not received a new one. What do I do?
Contact your local branch or our Help Desk at 1-866-764-8638.
How do I activate my debit/ATM card?
You may activate your debit card at any ATM or point-of-sale using your PIN, or by using Online Banking or Telephone Banking.
Am I able to reset my debit card pin if I cannot remember it?
Yes, you may contact your local branch and they can have a new pin sent to you which takes 5-7 business days to receive.
Is there a limit on how much I can withdraw at an ATM?
You may withdraw up to $500 daily at any ATM.
Is there a limit on how much I can spend on my debit card?
Consumer debit cards have a purchase limit of $2,500 per day. Business debit cards have a purchase limit of $5,000 per day.
Can a cardholder receive a text, phone call or email alert from the Fraud Center or Electronic Banking? How will I know the alert is really from Community Bank?
Yes, if a transaction triggers multiple rules within the Fraud Center and Electronic Banking systems, you will most likely receive a call and a text message. Community Bank will never ask you to provide your account number, pin number or social security number. If you are suspicious about a phone call, text or email message you get, please call the toll-free number on the back of your debit card. Do not reply to a text message that asks for personal or account information.
If a cardholder does not respond to a fraud alert, and the transaction turns out to be fraudulent, can the cardholder still file a Reg. E claim?
Absolutely. This service does not impact consumer protections under Regulation E.

General FAQs

How can I find a branch located near me?
What is Same Day ACH?
On September 23, 2016, Phase 1 of the NACHA Same Day ACH (SDA) rule will go into effect. Same Day ACH creates an “option” to make an ACH payment faster. As a result, Community Bank, N.A. will accept Same Day ACH credits as of September 23, 2016.

In the coming months check with your Community Bank, N.A. Cash Management Representative about the ability to originate Same Day ACH credits, which we plan to have available for some business customers by the end of 2016.

For more information you may wish to refer to the NACHA (National Automated Clearing House Association) informational website at https://resourcecenter.nacha.org/
There are fraudulent charges on my account, what do I do?
You may contact your local branch or our Help Desk at 1-866-764-8638 .To cancel a debit/ATM card and stop further charges immediately, call 1-866-546-8273.
What is the Community Bank, N.A. routing number?
Your bank routing number consists of the first 9 digits on the bottom left corner of your checks. The Community Bank, N.A. routing number is 021307559.
How can I reorder checks?
You may reorder checks conveniently online or at your local branch.
Where can I get my account information after banking hours?
Our Telephone Banking service is available after banking hours. Call 1-800-991-4280.
What is direct deposit and how can I set it up?
Direct deposit is a free service that automates the deposit of scheduled checks into your checking or savings account. This convenient service helps you manage the deposit of paychecks, social security income and other sources of income you get on a regular basis. All deposits are recorded in your statement for your review. It is really easy to set up, and saves you time with one less errand to run.

Download the direct deposit form Download the direct deposit form as pdf here. If you have any questions, please call your local branch, and they will be happy to help.
How do I stop payment on a check?
You can stop a payment on a check via your Online Banking, or by visiting your local branch. A service charge is assessed for each stop payment request.
How do I request a copy of my statement?
Access your statements at any time through your Online Banking account or call your local branch and they will be happy to assist you.
What is the FDIC insurance limit for my deposit accounts?
FDIC insurance covers all deposit accounts, including checking and savings accounts, money market deposit accounts and certificates of deposit. The standard insurance amount is $250,000 per depositor, per insured bank, for each account ownership category. Please visit www.FDIC.gov for detailed information on deposit accounts covered.
What is Community Bank, N.A.'s telephone number?
1-800-991-4280
Bank happy, anytime, anywhere. With our 24 hour automated banking service, you can check your bank accounts anywhere you have access to a phone. Call 24 hours a day and simply follow the recorded menu. All you’ll need is the last four digits of Social Security or Tax Identification Number in addition to your account number and pin.

Options are available in both English and Spanish.
New telephone banking prompts as of October 13, 2016:
  1. Listen to account balance
  2. Listen to account history
  3. Transfer funds or make payments
  4. Card services (Report a lost or stolen card, or card activation)
  5. To stop payments
  6. Loan payoff information
  7. For merchant verification
  8. Change your overdraft options
For any questions on telephone banking contact: 1-866-764-8638

Loans and Lines of Credit FAQs

How do I apply for a loan at Community Bank, N.A.?
You may call your local branch for information on loan rates, offers and how to begin the application process.
Where can I make a payment on my loan or line of credit?
1. You can always pay in person at any of our branches.  To find your nearest branch you may want to utilize our branch locator
2. You can mail payments to:  P.O. Box 628 Olean, NY 14760
3. You can pay online through Online Banking.
4. Use EZ Pay by phone to make a one-time payment from an account at another bank, or using a debit card. Payments entered after 3.00 pm EST will be credited the next business day. Just call 1-800-239-8513 or log onto https://paymentsCBNA.billmatrix.com
What is a variable rate?
This is an interest rate that changes over time because it is based on an index. This means that payments may increase or decrease depending on the change in rate.
What is a repayment period?
A repayment period is the period of time in which you make payments (principal plus interest) towards the balance owed.
What is a draw period?
This is the period of time in which you can access the funds available in your line of credit.

Mobile Banking FAQs

How do I enroll for Mobile Banking?
You can log into your Online Banking and add Mobile Banking by clicking on the "options" tab. You can also enroll from our iPhone or Android app.
How much does Mobile Banking cost?
Community Bank, N.A. offers Mobile Banking for free. However, please check with your mobile carrier for any additional charges you may incur.
What does Mobile Banking do for me?
With Mobile Banking, you can conveniently check account balances and activity, pay your bills, view payments or make transfers.
Will the Community Bank, N.A. Mobile Banking app work on my phone?
The Community Bank, N.A. Mobile Banking app is available for iPhone and Android mobile devices. You can still access mobile banking from other smartphones by going to https://www.airteller.com/communitybankNA
What if my phone is lost or stolen?
You can modify your mobile preferences right within your Online Banking account, or you may contact the Electronic Banking Help Desk at 1-866-764-8638 Monday through Friday from 8am-6pm for assistance.
How can I cancel Mobile Banking?
You can cancel Mobile Banking by going into your Online Banking account and changing your settings on the options tab.
Where can I edit my Mobile Banking preferences?
Modify Mobile Banking preferences by going into your Online Banking account and changing your settings on the options tab.

Mobile Deposit FAQs

How do I get started with Mobile Deposit?
You can go into your local branch or call our Electronic Banking Help Desk at 1-866-764-8638 Monday through Friday 8am-6pm. You must be enrolled for Online Banking and have downloaded our latest CBNA mobile app on your phone.
What devices can I use Mobile Deposit on?
At this time Mobile Deposit is only available on our iPad, iPhone and Android Apps, supported by all recent Android, iPads and iPhones.
What are the limitations to Mobile Deposit?
Mobile Deposits need to be done on business days before 7pm to be considered deposited that day. Mobile Deposit limits are $2,500 a day and $5,000 a month, with 10 checks per day, and 20 per month allowed.  If you need higher limits, please speak with your local branch.
What do I do when I have problems with Mobile Deposit?
Call our Electronic Banking Help Desk at 1-866-764-8638 Monday through Friday, 8am – 6pm.

Business Banking FAQs

Do I need to have an existing account with Community Bank, N.A. in order to qualify for a business loan?
No, Community Bank, N.A. would like the opportunity to do business with you. Please contact your nearest local branch for more information on how to start a loan application process.
How can I make payments to my business loan or line of credit?

If you are an Online Banking customer:

  1.  You can pay a loan with us from a deposit account that is also at CBNA you can use “Internal Funds Transfer”. This feature allows same day transfer of funds between any accounts on your online profile, as long as they are done on a business day before 7pm.
  2. To pay a loan with us using an account at another bank, or to transfer funds from a deposit account with CBNA to a deposit account at another bank, you can use our “Bank to Bank” feature. This feature allows you to add deposit accounts at other financial institutions, once the account is verified you can transfer funds between the external accounts and your accounts with Community Bank, N.A. The external account must be at a bank in the United States
  3. You can also make a payment at your nearest local branch or mail payment to:

    PO Box 628 Olean, NY 14760

How can I reorder checks?
You may reorder checks conveniently online or at your local branch.

 

Get in Touch

Stop into a branch, pick up the phone or email us.

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