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Business Profile

Banking Services

Northfield Bank

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Banking Services.

Complaints

This profile includes complaints for Northfield Bank's headquarters and its corporate-owned locations. To view all corporate locations, see

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Northfield Bank has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/16/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 power of attorney and fiduciary to my elderly mother's financial assets. She recently took ill and lost her ability to make decisions; she requires around the clock care. As I already have access to her Northfield account (*coordinated by the NFB Rosebank office, both in person and online) I attempted to set up auto-pay for her bills. I was contacted by the Rosebank office about this activity. I forwarded them POA documentation and then went to the bank to fill out a notarized Attestation. Next business day, I am locked out of my account and cannot create a new account.

      I sent two emails to the Rosebank office with no response. Finally I called the RB branch. The employee told me that my documents were pending review by legal. I understand that; however the employee could not explain why the bank capriciously turned off an approved electronic account.

      This is unacceptable and I would like both an explanation and immediate reactivation to the funds.

      My family has been a Northfield customer since it's inception, in fact my father and I both worked for the bank. My mother is also a stockholder. After this nonsense I no longer trust this institution and am contemplating taking my business elsewhere.

      Business Response

      Date: 10/28/2024

      In response to Mr. ******'s complaint (ID ********):

      Josephine B*******, Regional Manager spoke to Mr. ****** on Thursday, October 17, 2024. She explained that there is a process when implementing a Power of Attorney on an
      account. This process does include a review and approval of the document by our
      Legal Dept. Due to the Holiday weekend it took an extra day. During the process
      the POA will not have access to online services, once approved they are able to
      access online services and create the account. Prior to Ms. B******* speaking to Mr. ****** Thursday morning, the Power
      Of Attorney was approved and processed. Mr. ****** had already been given online access for the
      account. Mr. ****** also complimented the service he and his family have
      received from the Rosebank Branch for years.

      Please
      know Mr. ******’s feedback is taken seriously, and we will take measures to
      ensure Mr. ****** continues to receive the outstanding service he deserves.
      I apologize for any inconvenience these concerns have caused him.

      Business Response

      Date: 11/01/2024

      This is in response to the customer's rejection of the bank's response to the original complaint:

      The issue of why the complainant's mother's online banking access was disabled was due to the bank's concern around fraud and elder abuse. As the customer was not enrolled previously the bank had concerns about whether it was truly the account holder who was accessing her information. The disabling of the online banking was done to protect the customer. The Complainant called and wanted to know why it was disabled as he is a POA for the mother. As he was not a signer on the account and there was no POA currently on the account, the branch needed to receive the information to add him on as POA. After receiving the POA paperwork and being reviewed by our legal department he was added to the account. 

      The Regional Manager spoke with the complainant on Fri., Nov. 1 and explained the bank's reasons for disabling the online access in detail. We take our customers' protection of information seriously. The POA has full access to the accounts. We do apologize for any inconvenience this has caused. 

       

      Customer Answer

      Date: 11/05/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      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:07/22/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      7/17/24 unable to transfer money that I had available in my checking account through out the whole day7/22/24 again denied at supermarket while trying to purchase groceries with the money thats in my checking Account, never was informed about any of these so called security features

    • Initial Complaint

      Date:08/12/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Northfield Bank **************** keeps blocking my Amazon Prime Annual membership fee of $151.34, it was submitted with Viza card ending with **** in April, May, June and July 2023 and each time it was blocked dispite the fact that I told them the transaction is legitimate.

    • Initial Complaint

      Date:08/12/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Northfield **************** keeps blocking my Amazon Prime Membership subscription placed with Viza card ending with ****, the transaction was placed in the following months April, May, June and July of this year and each time they blocked the transaction dispite the fact that I informed the bank that the transaction is legitimate..

    Northfield Bank is NOT a BBB Accredited Business.

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