Complaints

This profile includes complaints for Canandaigua National Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canandaigua National Bank

  1150 Pittsford Victor Rd Pittsford, NY 14534

• 

  Canandaigua National Bank

  6720 Pittsford Palmyra Rd Fairport, NY 14450-3344

• 

  Canandaigua National Bank

  1816 Penfield Rd Penfield, NY 14526-2106

• 

  Canandaigua National Bank

  287 Hamilton St Geneva, NY 14456-2950

• 

  Canandaigua National Bank

  3204 Latta Rd Rochester, NY 14612-3004

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was never notified my debit card was cancelled apparently due to lack of use. I tried to use it recently and saw it was cancelled! Now the real annoyance started as I tried to get a pin number for the new card. After an hour of automated messages and long number entries and dead end messages I finally gave up . The era of CNB hometown convenance and friendly banking has emerged into big bank frustrations and endless search for a simple answer. It wasn’t that long ago I could actually get a real person at my local branch and resolve a simple request in minutes. At one point I did get a real person at the Mendon branch only to be dumped back into the never ending cycle.
  
  I tried one more time and got a token number which I entered and got the error message , not valid, I entered my new debit card number and “not valid”? There is no way to get through the auto messaging to find out why nothing works!
  
  I checked at BBB and there are no email addresses. All the phone numbers just put one back into the round-about messaging for evermore!
  
  I will try to find a small bank with that small town feel but it probably does not exist.
  
  Regrets,

  Business Response

  Date: 05/22/2025

  We have investigated the subject complaint filed with the Better Business Bureau and provided to The Canandaigua National Bank and Trust Company (CNB) on May 8, 2025.  In the complaint, the consumer reports experiencing customer service issues related to a CNB debit card.  The complainant stated that their debit card was "closed down" due to lack of use without notice, and that the process used to activate a replacement card was an annoyance. Upon review of the subject account we found that the initial debit card was issued April 17, 2024.  CNB cancelled the card on February 28, 2025, as our records indicated that the card had not been activated by the customer.  This established practice protects both the consumer and CNB from the possibility of a card that has been lost or stolen being activated by someone other than the customer.  Prior notice to the deactivation is not required per Section VII of CNB's Debit Card ********** and CNB ATM Card Agreement and Disclosure.  IT states that CNB has the right to cancel the agreement at any time without prior notice.  A copy of this disclosure is provided to customers at the time of account opening and was redistributed in April, 2024.  Once the customer learned their card had been cancelled, a request for a new card was submitted to CNB and fulfilled.  The annoyance described by the customer with CNB's process to activate the newly issued card is unfortunate and not intended.  The processes in place, including having to obtain a secure code and setting a PIN, are to protect the consumer and assist in confirming that the card is in his/her possession.  We strive to make customer experiences positive, convenient and as simple as possible.  A review of the telephone recordings between the customer and CNB's Call Center from April 29th, May 7th, and May 9th, 2025, indicate there may have been technological challenges.  ultimately the Call Center was able to activate the card and provide the customer with the toll-free phone number for the automated PIN setting service. We encourage customers that may experience issues with the automated or online services to visit their local branch for in-person assistance or contact CNB's Call Center.  As noted, this customer contacted the Call Center to complete the card activation.  We would like to note that the last contact was after the date the BBB complaint was made.  We believe that the consumers' concerns have been addressed and resolved. In accordance with the Better Business Bureau process of responding to complaints, this response does not include any information that personally identifies our customer or their account information. If any additional information is required, please contact the undersigned. Sincerely, Jane *****, CRCM Vice President Bank Compliance Officer

  Customer Answer

  Date: 05/22/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:05/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with ********, I do not have a contract with ********, they did not provide me with the original contract as i requested.

  Business Response

  Date: 05/28/2024

  We have investigated the subject complaint filed with the Better Business Bureau and provided to The Canandaigua National Bank and Trust Company (CNB) on May 16, 2024.  In the complaint, the customer alleges CNB is reporting a debt to the credit bureaus that he does not owe and that CNB has not provided him with the original contract as requested.  We found that the complaint is without merit. The customer has entered into two (2) different contracts with CNB.  As both accounts were listed in the complaint's supporting documents, it is unclear for which account the customer is requesting the contract(s).  Upon review of our systems, we were unable to find any prior request for either contract.  CNB rountinely fulfills document requests and would happily provide copies of one or both contracts to the customer.  However, the review of our systems also revealed that we do not have a current address for the customer on file.  Previously, mailed correspondence has been returned undeliverable by the postal service.  We encourage the customer to stop into their nearest branch or send a secure message in Online Banking to update their address.  At which point, we will provide the customer with copies of their current contracts, or the customer can request copies while in branch updating their contact information.  Additionally, the customer has provided the same complaint documentation to the Credit Bureaus, and we will be responding through their channels.  In accordance with the Better Business Bureau process of responding to complaints, this response does not include any information that personally identifies our customer or their account information.   If any additional information is required, please contact the undersigned.  Sincerely, Cori Ann Z*****Vice President

• Initial Complaint

  Date:05/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the weekend of the May 11 2024 my credit report showed I owed over $2000 for an auto loan that I paid off in October of 2023 when it previously showed paid off and closed. I contacted the bank twice on May 13 by phone I also sent an email on May 11 informing me I had to call I spoke with two people the First Lady transferred me to a separate department which I never heard back from after leaving my name and number the Second Gentleman assured me he would call me by latest end of day on May 13th I did not receive a call back or email I would like this updated to show properly on my credit report as paid off

  Business Response

  Date: 05/28/2024

  We have investigated the subject complaint filed with the Better Business Bureau and provided to The Canandaigua National Bank and Trust Company (CNB) on May 15, 2024.  In the complaint. the customer alleges CNB is reporting a paid off debt to the credit bureaus as past due.  We found that the complaint is with merit.  We had an operational error occur when originally processing the loan payoff.  When the error was identified internally and the loan closure was reprocessed, it caused the loan to report to the credit bureaus as due and owing.  We then submitted a correction that was overridden with the next month's credit reporting.  We have since submitted another correction to reflect the loan payoff in October 2023, and we will continue to monitor this account to ensure the correction is no subsequently overridden.  In accordance with the Better Business Bureau process of responding to complaints, this response does not include any information that personally identifies our customer or their account information.  If any additional information is required, please contact the undersigned.  Sincerely, Cori *** *. Z*****Vice President

  Customer Answer

  Date: 05/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** ***********

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, February 24th, 2023 (as you can see attached credit alerts) I received an alert from one of the credit reporting agencies that a company by the name of Factual Data had done a hard inquiry on my credit? That was baffling to me as I’ve not requested new credit from anyone since Spring 2022 and furthermore my accountant is trying so hard to clean my credit and I don’t want any more points on my credit affected by credit frivolous inquiries.
  
  Having said the above, I called Factual Data (company on the credit alert I received) and they informed me that Canandaigua National Bank and Trust had pulled my credit? Seriously? With whose authorization and permission?
  
  Please remove the hard inquiry that I was not aware of nor authorized to take place on my personal data and credit report. Furthermore, immediately remove the inquiry from any and all of the three credit bureaus IMMEDIATELY or I will have to contact the NY Attorney General’s office and the Banking Commission. How date you hit my credit without letting me know and adversely affecting my credit score? How would you like if someone without your knowledge and approval pulled your personal credit and hit your credit with a hard inquiry? The Fair Credit Reporting Act states that you can only pull someone's credit with the CONSENT in WRITING! This did NOT what took place in the matter above.

  Business Response

  Date: 03/15/2023

  see attached.  partially transcribed below for convenience purposes but see full original attached:March 14, 2023Better Business Bureau ATTN: ***** – Complaint Handler 100 Bryant Woods South  Amherst, NY 14228 RE: BBB Complaint – ID#********Dear *****, We have investigated the subject complaint filed with the Better Business Bureau on February 27, 2023. In the complaint, the customer alleges that The Canandaigua National Bank & Trust Company (“CNB” or the “Bank”) ran a credit report without obtaining the customer’s consent in writing. We found that the complaint is without merit.   The complainant is a customer with an existing loan with CNB. In addition to the rights provided in the customer’s loan agreement with CNB, the Fair Credit Reporting Act (“FCRA”) allows a consumer reporting agency to furnish a consumer report based on a “permissible purpose”. Our investigation found that CNB had a permissible purpose under FCRA § 604(a)(3)(A) to pull a credit report given the circumstances of the customer’s existing credit relationship with the Bank. See 15 U.S.C. § 1681b(a)(3)(A). Attaining the customer’s written permission, beyond the permission already provided in the executed loan agreement, was entirely unnecessary under the FCRA.  In accordance with the Better Business Bureau process of responding to complaints, this response does not include any information that personally identifies our customer or their account information.  If any additional information is required, please contact the undersigned.       Sincerely, Cori Ann S. Z*****, Vice President  and Bank Compliance Officer Copy: Frank H. H****** **I, President and CEO   A. R******* ******, EVP - Chief Administrative Officer Stephen R. L*********, SVP – Compliance Manager Charles J. V***, EVP – Chief Lending Officer Jeffrey W. B*****, SVP – Group Manager, BBU/Resource Recovery Ann M. L***, VP – Resource Recovery Manager 

  Customer Answer

  Date: 03/15/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  I have a right to know who hits and reviews my credit report and score, why and when. I don’t ever recall a free pass given to CNB to hit my credit anytime at their leisure. This is unacceptable. I’m trying to clean my credit and having people pull my credit without my knowledge? Seriously? Come on man. Not too much to ask for to ask permission before accessing someone’s personal data. 
  Regards, 
  
  ******** ****** 

• Initial Complaint

  Date:08/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has falsely reported late payments on my credit report specifically starting with my may payment on my GMC ****** I called in to make the payment and THEIRemployee entered the wrong information into THIER system. The business neglected to notify me of their issue until it was marked late on my credit report. I contacted them to attempt to rectify this issue and was told to wait for a review of the call. I have called in multiple times since with the same response and never received any communication from them and they have since marked two more on time payments as late destroying my otherwise perfect credit

  Business Response

  Date: 09/09/2022

  We have investigated the subject complaint filed with the Better Business Bureau on 8/26/2022. In the
  complaint, the customer alleges that Canandaigua National Bank & Trust (CNB) falsely reported late
  payments on the customer’s indirect auto loan after a CNB employee entered the wrong payment
  information and then failed to notify the customer. Additionally, the customer claims that they contacted
  CNB to resolve the issue and CNB failed to respond, allowing additional payments to be marked as late
  on the customer’s credit report.
  

  The results of our investigation have found some of this customer’s claims to be with merit.
  When the customer contacted CNB to initiate a payment, the employee wrote down an incorrect account
  number. When the account number was read to the customer to verify, the customer identified it was
  incorrect and provided the correct account number. The CNB employee again read the incorrect account
  number to the customer, and the customer inadvertently verified it as correct. This incorrect account
  number was then used to apply payments on the loan, which were rejected.
  

  As a result of the error in the account number and payments being rejected, two (2) past due notices were
  mailed to the address on file for the customer. When the loan was behind by two (2) payments, CNB’s
  Resource Recovery Department called the customer. The customer requested CNB review the call where
  payment was provided and correct any errors. The call was reviewed by CNB, but the results and
  subsequent remediation were not communicated to the customer in a timely manner.
  

  To remediate the impact to the customer’s account, we have waived the late fees that were incurred as a
  result of the error. In addition, as a courtesy, two (2) prior late fees that had been assessed correctly were
  also waived. We are also working to revise the customer’s credit history to remove these as late
  payments. CNB also worked with the departments involved to implement process improvements to
  ensure timely responses to this type of customer inquiry in the future, should they occur.
  

  The results of this investigation have been communicated to the customer who was satisfied with our
  actions.

  In accordance with the Better Business Bureau process of responding to complaints, this response does
  not include any information that personally identifies our customer or their account information.
  

  If any additional information is required, please contact me.