Complaints

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

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• 

  NBT Bank

  52 S Broad St Norwich, NY 13815-1646

• 

  NBT Bank

  Maple Ave. Box H Hobart, NY 13788

• 

  NBT Bank

  1 Taft Corners Shopping Ctr Williston, VT 05495-2023

• 

  NBT Bank

  20 Mohawk St, Canajoharie, NY 13317

• 

  NBT Bank

  482 Route 3 Plattsburgh, NY 12901

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:04/23/2024

  Type:Customer Service 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.

  Every other time they did a wire for me other times they would tell me to get out of the building before I had the authorities called on me I didn't understand why they were refusing to do a wire to a different bank for me or why I would need to leave. I do recall trying to take a picture of the guy managers name plaque on his desk cause I didn't see any business cards and bad with names. So I didn't get his name cause I couldn't work the camera before he told me to get out of his office our business was done. I wasn't able to get money out of the bank or anything. I hope no one is ever treated as a common criminal for asking for their money to be wired out of the bank. Now I avoid it like the plague cause they always try to call the cops on me last I checked it was a place of business. The guys desk was first office and the lady manager came from down the hall. I would like to close out my acct or be welcomed without threats if I get a guarantee from these cop callers.

  Customer Answer

  Date: 04/30/2024

  Is it anything bad if I tried to take a picture of a name plate to remember a name. He acted like it was against the law and I just assaulted him. Are both managers bipolar I'm sorry to drag you into this. I didn't get a picture just screamed at instead by the guy mgr

  Business Response

  Date: 04/30/2024

  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau.I
  can be contacted at ###-###-####, if you have any further questions regarding
  this request.Sincerely, Krystle S*******Krystle
  S*******Compliance
  SpecialistNBT
  Bank – Compliance Department52
  Broad Street Norwich, NY 13815

• Initial Complaint

  Date:04/11/2024

  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.

  Stephen H*** with NBT bank was contacted on February 14th 2024 and was sent a copy of the police report in regards to the stolen Camry and Stephen also stated once he receives the copy that it would bring the account current on the Camry. Margueite W***** with NBT Bank was also sent a copy of the police report on March 15th, 2024 and March 18th, 2024 in regards to the stolen Camry. Each time I submit documentation to this bank they transfer me over to a different person who request the same documentation all over again. Rhonda contacted me on April 5th, 2024 being rude stating that the car cannot stay missing forever instead of communicating with her coworkers in regards to the documentation that was submitted to the bank from the Rochester Police Dep***ment. I contacted Rhonda on April 11th,2024 in regards to sending recovery to people houses at 2:00 am and about the documents that was submitted and was hung up on by Rhonda and that is unacceptable and very disturbing. I am so sick of these companies in Rochester NY passing the buck and not following protocol violating the consumers rights time and time again instead of doing their job. These companies will never change because they know that no one will hold them accountable for their behavior and the citizens in Rochester NY will always suffer from these companies until they are held accountable.

  Business Response

  Date: 04/12/2024

  April 12, 2024
  
  
  Better Business
  Bureau, Inc.
  100 Bryant Woods
  South
  Amherst, NY 14228
  Attention:
  *******, Complaint Handler
  
  RE:  Case ID # ********
  
  Dear *******,
  
  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau.
  
  I
  can be contacted at **************, if you have any further questions regarding
  this request.
  
  Sincerely,
  
  Krystle S*******
  
  Krystle
  S*******
  Compliance
  Specialist
  NBT
  Bank – Compliance Dep***ment
  52
  Broad Street Norwich, NY 13815
  ks*******@nbtbank.com
  

• Initial Complaint

  Date:03/28/2024

  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.

  NBT issued us a loan for a *** ******** -******** was totaled on 12/16/2023 (Not our Fault)
  -Notified NBT bank on 12/21/2023 that *** ******** was totaled
  -We bought GAP insurance on this vehicle to cover any issues in case of situation like this.
  -NBT took my automatic payment from us on 12/29/2023. We were told that automatic payments had been turned off by an NBT employee.
  -NBT indicated that they would refund our December payment once insurance paid the loan off.
  -We received a letter from NBT Bank dated 3/12/2024 stating that our March payment had not been paid and that we need to pay asap to avoid any penalties. Mind you, the loan has been paid in its entirety, plus an additional $894.27 from December payment.
  -NBT notified us that they weren't going to refund our December payment made after our vehicle was negligently totaled. To me, this is paramount to theft.
  -We have been dealing with Christy P******* with Toal loss department and Jessica B***** with GAP insurance department.

  Business Response

  Date: 03/28/2024

  
  
  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau.
  
  I
  can be contacted at ###-###-####, if you have any further questions regarding
  this request.
  
  Sincerely,
  
  Beth B*******
  
  Beth
  B*******
  Complaints
  Program Administrator
  NBT
  Bank – Compliance Department
  52
  Broad Street Norwich, NY 13815

  Customer Answer

  Date: 04/05/2024

  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.
  The business (NBT Bank) has not only not reached out to me in regards to the original complaint but they have sent another bill totaling $894.27 and “threatening” penalties if we don’t pay it. Again, our vehicle was totaled in December 2023. It was paid off by the offending drivers insurance. NBT Bank stole $894.27 from us on December 29th, 2023 and are trying to steal more money from us. To sum it up, they stole from us, haven’t reached out to us in regards to our BBB complaint, and doubled down by sending another bill.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/13/2024

  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.

  We have accounts with NBT and a Mortgage - in 2019 we had to go through a modification due to financial difficulties (and they considered it in foreclosure) - it has been modified and is up to date. They disconnected the mortgage from our account online and we are unable to track payments and such digitally. They are saying it was flagged and they cannot unflag or reconnect it online. This wouldn't bother me so much except it feels like they are making it more difficult for us. In Jan I actually ended up paying the wrong amount because it changed and I was unaware. Their answer is to make payments to the acct. But I can't see them hit the acct unless I wait for a paper statement. Which comes some months and doesn't others. I feel like I would be more able to pay more on my mortgage if I could pay attention and watch the payments hit. It is the way I work with all of my other accounts as well. Not having access for the next 10+ years (I don't even know how long I have left, because I can't see it!) Seems silly. I don't understand why it cannot be reconnected. I would just ask that they reconnect it or give better reasoning than 5 years ago you messed up and we can't do anything about it unless you pay it off or refinance somewhere else.
  
  I have included the conversations had through the app. They did call and talk to my husband on the phone as well and basically tell him it was out of his control. I just feel like this isn't helping customers it is hindering them, and making it more difficult to stay on track

  Business Response

  Date: 03/14/2024

  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau. I
  can be contacted at **************, if you have any further questions regarding
  this request. Sincerely, Beth B******* Beth
  B******* Complaints
  Program AdministratorNBT
  Bank – Compliance Department** ***** ****** ******** ** *****
  *********************

• Initial Complaint

  Date:03/01/2024

  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.

  I am a customer for over 25 years.
  
  I have always been able to reach customer service when I called
  
  Suddenly I get a voice prompt and need to get a return call.
  
  When I do get a call back, I sit on hold waiting for the NBT representative to answer THE CALL NBT PLACED TO ME!!!
  
  Yesterday NBT didn't bother calling back.
  
  What us going on?
  
  Should I find another bank?

  Business Response

  Date: 03/01/2024

  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau. I
  can be contacted at ************** ext. *****, if you have any further
  questions regarding this request. Sincerely, Krystle S*******Krystle
  S*******Compliance
  Specialist NBT
  Bank – Compliance Department ** ***** ****** ******** ** *****
  *********************

• Initial Complaint

  Date:02/12/2024

  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.

  On January 17, 2024, a payment of $340 was made by phone, as is done every single month, using the same bank account, as is done every single month, same exact payment method to NBT bank. We were provided with a confirmation number for this transaction. However, I received a notification, on Friday February 9, by a completely different institution that my credit history was affected by 60 points due to being reported by NBT Bank. Despite NBT having my email on record and using it every week to inform me about them, I did not receive any communication from them regarding this issue. I did not receive a call either. Why was I not notified about this problem via email or phone call? Why was I reported instead of being informed about the issue? Furthermore, why was there an error this time, especially when the payment was made by phone as usual? When we contacted the NBT bank on January 17, they asked us to provide the last 4 digits of the bank account to make the payment they have this payment information in their records as per their own agent.
  
  I believe I have the right to request a copy of the call recording from January 17 to understand why, despite making the payment and receiving a confirmation number my credit was reported negatively. And why if there was a problem I was not contacted by you. They failed to provide several services here, proper payment method, proper verification of payment, proper confirmation number of payment to customer, proper methods of communication to customer, however, I’m the one who’s paying. I need an explanation, a copy of the recording of the call and my points back.

  Business Response

  Date: 02/12/2024

  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau. I
  can be contacted at ************** **** *****, if you have any further
  questions regarding this request. Sincerely, Krystle S*******Krystle
  S*******Compliance
  Specialist NBT
  Bank – Compliance Department ** ***** ****** ******** ** *****
  *********************

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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 have been a loyal customer for roughly 4 years and have dealt with the same problem numerous times, every couple of weeks they will halt a payment from going through on my checking account and keep it pending, just for it to go through when my account is low on funds seemingly purposefully sending my accounts into overdraft and charging me outrageous NSF fees, this week is the final straw, I have a major surgery coming up and my insurance may very well cancel me due to not being able to make a payment from NBT Banks ridiculous NSF policies and pending charges. I’m only making this complaint so hopefully something will be done about this unreasonable issue.

  Business Response

  Date: 01/25/2024

  
  
  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau.
  
  I
  can be contacted at ###-###-####, if you have any further
  questions regarding this request.
  
  Sincerely,
  
  Beth B*******
  
  Beth
  B*******
  Complaints
  Program Administrator 
  NBT
  Bank – Compliance Department
  52
  Broad Street Norwich, NY 13815
  
  

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service 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.

  Got a personal loan almost 2 years ago, I always pay early. Been working hard to get my credit rating 750+. About August 2023 something happened at NBT Bank. Although I make my payments early and the withdrawal is taken out of my checking account, NBT Bank for the past 4 months has sent me letters stating they did not get my payments and are charging me a $5.00 late fee. I have called several times and even sent copies of my bank account showing the payments have been made- the first $5.00 late fee was refunded but still have 3 more. Getting really tired of calling the Customer Service number, showing my account proving I made the payments on time, and repeating this action on a monthly basis and still getting late fees and possibly ruining my credit rating.

  Business Response

  Date: 01/11/2024

  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau. I
  can be contacted at ###-###-####, if you have any further
  questions regarding this request. Sincerely, Krystle S******* Compliance
  Specialist NBT
  Bank – Compliance Department 

• Initial Complaint

  Date:11/29/2023

  Type:Customer Service 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 have been trying to pay off this car loan since 11/11/2023. On 11/11/2023 I requested the warranty be cancelled and I was told it was, I also received a payoff quote with the per diem. To allow time for the warranty refund to go through we waited on selling the car until 11/18/2023. The refund did not go through but I sold the car for negative equity, paying the difference including the per diem while continuing to wait for the warranty refund. Every payment made was an ACH one time payment because NBT's payment system is awful - you can't make same day payments, schedule payments don't post on the day they're scheduled, best case scenario the account is updated the day after it posts. Eventually we gave up on waiting for the warranty so I paid that amount as well, but they waited so long to apply it that I got additional per diem charges. I was frustrated but realized it early enough that I made a scheduled transfer payment for 11/28/2023 for an amount greater than the remaining balance to amount for their delay - I received my confirmation email. I noticed this morning that the payment was cancelled by NBT for EOD. There's no reason to cancel my payment because they couldn't do their jobs in a damn day. Just let me pay my damn loan off so I can be done with this awful company and get the damn lien release to the poor company that bought my car over a week ago.

  Business Response

  Date: 11/29/2023

  
  
  The
  Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency
  (OCC) are the primary regulators for NBT Bank. We will follow
  our customary process for responding to customer complaint situations within
  the supervisory expectations of the CFBP or the OCC and will contact the
  customer directly to resolve their concerns. We will not respond directly to
  the Better Business Bureau.

  Customer Answer

  Date: 11/29/2023

  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. They confirmed the remaining balance is waived, provided proof zero balance, and are expediting lien release.
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/22/2023

  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.

  Requested an electronic withdrawal from my vested retirement funds and process is taking beyond the stated time of 7 - 10 business days. Multiple calls to NBT have not yielded any help, clarification or explanation why it is taking so long. I also noticed NBT bank individuals had been viewing my ****** ** profile after I called customer service, not sure it’s related , but just weird coincidence.

  Business Response

  Date: 11/22/2023

  NBT Bank has addressed the
  customer's concerns directly with the customer.