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Business Profile

Bank

NBT Bank

This business is NOT BBB Accredited.

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Complaints

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

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NBT Bank has 9 locations, listed below.

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    Customer Complaints Summary

    • 40 total complaints in the last 3 years.
    • 9 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:11/21/2023

      Type:Order Issues
      Status:
      Answered
      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.
      The Branch Manager indicated a low rate of 3.5% was available for a home equity loan. He was aware this was for a second lien loan. Once we completed extensive paperwork, we were notified the loan was approved however, it was at a much higher rate, prime minus .5%, because it was a second lien. He never indicated this was an issue, he confirmed the rate was 3.5%, not the actual rate of 8%. Inquiry made 9/30/23.

      Had we known the rate was that high, and clearly not competitive compared to other banks, we would never have gone through the process. It was a significant waste of time for us and several bank employees.

      Manager also told us the appraisal would not require the appraiser to enter our home, however, the appraiser indicated this was required and we needed to scheduled an appointment for the appraisal.

      Based on the incorrect rate and the poor service we received, we decided to withdraw our application. Further, over a week following after the withdrawal, the Manager called me and began asking questions that were related to another customer, inquiring about paying off a loan with a credit union. We do not use a credit union, therefore, the manager did not even have the correct customer contact information when he called me. When I explained our situation and that we were upset that he provided incorrect information, he intimated that there was a "misunderstanding" on our part. He refused to admit that he made the serious error and did not apologize for his actions.

      The bank lost our business because of the manager's poor service.

      I requested via email that the bank provide a letter of apology, confirming the Manager was in error and they have ignored this request. I also requested a copy of the appraisal that was done. Although the bank rep in the NY lending office did indicate the appraisal would be sent to us, it was not. All we received was a copy of the invoice from the appraiser to the bank; no value of the house was provided.

      Business Response

      Date: 11/28/2023

      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.

      Business Response

      Date: 12/08/2023

      Dear Mr Rugens:

      This letter is in response to a recent communication that the Bank
      received from you dated November 28, 2023 to the Better Business Bureau, where
      you expressed your concerns regarding your Home Equity Line of Credit
      Application. We value your business and appreciate the opportunity to address
      your concerns.

      Due to circumstances out of our control, we were delayed in providing an
      expeditious response to you, and for that we sincerely apologize.

      You had expressed a grievance regarding the service that Glastonbury
      branch 521 Branch Manager Santo P******* provided, and  your dissatisfaction with not receiving a
      copy of the appraisal. As indicated in prior communications, your concerns
      regarding the rate you were provided have been discussed with the appropriate
      staff. We cannot provide you a copy of the appraisal because, though we
      were billed for the service, the appraisal was never fully completed due to the
      withdrawal of the application.

      It is our genuine intent to offer our customers products
      and services that satisfy their changing needs while building customer loyalty
      through responsive and superior customer service. We are sorry to learn that
      your experiences with NBT Bank have been unsatisfactory, please accept my
      sincere apology.

      Thank
      you for your business and we hope that we have addressed your concerns. If you
      have any additional questions or need any further information or assistance,
      please contact me directly at ************.

      If we do not hear from you in 10 days we will consider
      this matter closed.

      Sincerely,



         Deborah O******
         Vice President, Market
      Manager
         Connecticut &
      Massachusetts

      Customer Answer

      Date: 12/11/2023

      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 received the letter of December 8, 2023 from NBT Bank.  NBT Bank, in general, and the branch manager, in particular, have not conducted themselves with honesty and integrity throughout this matter.  The bank representatives had ample opportunity to provide a viable resolution to this issue when it was brought to their attention.  They chose not to do so.

      It is unfortunate that we cannot recommend using this bank based on the poor customer service they provided.  They have not demonstrated that they value our business or that they are interested in establishing a relationship with customers with honesty and integrity.

      Although our dissatisfaction remains, we will not be pursuing this any further and consider this matter closed.



      Sincerely,



      ****** ******








    • Initial Complaint

      Date:08/31/2023

      Type:Product Issues
      Status:
      Answered
      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.
      6/2022 I reported card ending in **** lost/stolen cancelling the card by phoning NBT customer care. When getting the new card my nbt bank branch said card **** was still active and nbt customer care had failed to cancel it. I said to cancel it asap and the teller said she did. 4//2022 I was unwantingly enrolled in auto-refill which is an auto debit from your bank card on file each month by ******** **** wireless. I
      tried multiple times to cancel through ******** **** customer care and website. ******** **** stating technical/maintaince issues preventing my account from being taken off auto-refill and I would need to go through my bank to stop it. So when I cancelled my card ending **** and got a new card it served the purpose of ceasing the ******** **** auto debit. But to my dismay ******** **** continued auto debits. I could not figure out how they got my new bank card number. I let it slide having spent wasted hours on the line with ******** ****. Fast forward to 12/2022 into 2023. bad cell service prompted me to change carriers. Again I called ******** **** to cancel auto refill. With no success due to the same maintainace tech issue with their website system. I mailed ******** **** demand letters to cease auto refill as well as an FTC complaint. I called NBT multiple times in 2023 questioning how did ******** **** get my new bank card number. Nbt said I must have used it with ******** ****. And pushed a pricy 37$ stop payment solution. I declined. I got a new phone service provider in 3/2023. While also being debited by force by ******** **** for unwanted uncancellable service. 8/26/23 I cancelled my card at nbt bank to stop ******** ****. Only to find ******** **** take another debit from cancelled card **** 8/30/23. NBT failed multiple times to cancel card **** which I was unaware of. Causing me 1 year of grief. NBT owes me 59$ minumum for the 8/30/23 ******** **** debit. The grotesque failure to cancel card **** is horrific and nbt needs to pay.

      Business Response

      Date: 08/31/2023

      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.
      I can be contacted at ###-###-#### if you have any further questions regarding this request.

    • Initial Complaint

      Date:07/18/2023

      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.
      On July 16th, 2023, I received an alert from my credit card company notifying me of an update to my credit report. It has been months since i have used credit, so I checked and NBT bank falsely reported to TransUnion that the loan I consigned for my mother was delinquent for 30 days. The account is paid to date with check copies as proof, so I contacted the bank and could not reach a representative and they continued to end the call. I called back later in the day, only to hear an automated message stating this is a "known issue". This "known issue"/"mistake" tanked my credit from 750 to 580 overnight in the middle of the home buying process. If this isn't handled promptly, I will likely lose the house I have been working diligently to buy. Not only is this bank extremely hard to work with to simply make a car payment, but a mistake this big can have an extreme impact on the lives of their customers. To not even send out a notification or alert of this mistake is unprofessional and unethical.

      Business Response

      Date: 07/19/2023

      NBT Bank's Acknowledgement Letter

      Customer Answer

      Date: 07/20/2023

      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:07/16/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      HORRIBLE customer service. NBT Bank mistakenly marked my car loan as delinquent, even though I have been paying it in full every month. They are impossible to get on the phone to rectify the issue, and their **** up has destroyed my credit score. No apology, no assistance, nothing. I would not recommend this bank to anyone, you’re better off keeping your money literally anywhere else

      Business Response

      Date: 07/18/2023

      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.  I can be contacted at ************ Remote Home Office, if you have any further questions regarding this request.

    • Initial Complaint

      Date:06/13/2023

      Type:Product 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.
      Horrible business, horrible customer service, and horrible business practices!!
      We paid off our solar loan months ago. Prior to paying off the loan, we were advised that a final statement and refund check for any remainder balance would be mailed to us. 3 months later and we have received neither. When we called today, they advised the statement and check were mailed. We received their bills without issue; however, we haven’t received said statement and said check that was mailed.
      The customer service reps even confirmed that said check has not been cashed. The only way they will send a new check and put a stop pay is if we obtain a notarized statement. So now because of NBTBanks lies, horrible customer service, and horrible, shady business practices, we now have to go out of or way to obtain and pay for a notarized statement.

      Business Response

      Date: 06/14/2023

      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.
      I can be contacted at ************ Remote Home Office, if you have any further questions
      regarding this request

      Customer Answer

      Date: 06/17/2023

      I have reviewed the response made by the business in reference to complaint ID ********. NBT Bank has offered to reimburse for all notary fees to have a notarizes statement to obtain our refund. They have also e-mailed a statement that breaks down our payment history, and reflects a paid off account balance. 

      ******* *****

    • Initial Complaint

      Date:05/11/2023

      Type:Product Issues
      Status:
      Answered
      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 received a solar panel loan from NBT Bank account number **********. Payments were to begin in November of 2022. This was supposed to be a 0% interest loan as long as I have payments automatically drafted from my bank account which I set up immediately. For the first 2 months I was charged a $20 fee, NBT stated this was due to my account not being found and they asked me to send a document with a voided check which was done in late December. Again from every moth thereafter I am being charged this $20 plus now they are charging interest despite me calling them many times (at least 10 times) to resolve the issue even giving them a new bank account to draw from which they have successfully drafted and received the payment every month. They stated that the problem is not with them but with my other bank and will not refund any of the charges. However there is nothing wrong with that account and funds have always been available plus I have no way to remove the account and they cannot or will not. The last person I spoke with said I have to contact the first bank account that they could not draft for some unknown reason and put a stop payment on any future charges from NBT which I did at a charge of $35. Yet even after all that I got charged $20 again this month. They will not do anything to help me resolve this or refund the fines or interest.

      Business Response

      Date: 05/24/2023

      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.
      I can be contacted at ************ if you have any further questions regarding this request.

    • Initial Complaint

      Date:04/24/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They will not unlock my card. I want my card unlocked

      Business Response

      Date: 04/25/2023


      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.
      I can be contacted at ###-###-#### if you have any further questions regarding this request.
      Sincerely,
      Brett K**************
      Brett K**************
      Complaints Program Administrator
      NBT Bank – Compliance Department
      52 Broad Street Norwich, NY 13815

    • Initial Complaint

      Date:04/17/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      535$ + 20$ processing fee. For a loan payment. February i was notified that i was missing payments. December i had set up automatic payment withdrawal. I called and was told that automatic payment was never setup. So i set it up again for once a month. Payment was withdrawn at the 1st then again on the 28. The same happened in March. Double payment withdrawal. I called support and asked for a refund. They blamed it on me and said no. That i was to blame for setting up double payments. Reminder that I called and they said it was not set up. They told me to contact my personal bank and cancel payment. I did because i have other bills to pay. Now Nbt is asking for money back plus additional 20 for processing fee. When they are the ones that told me to cancel payment through my personal bank. My monthly payment is 535 but because they process payments late, i get charged extra 5$ late fee. My payment was not late, they are late in processing

      Business Response

      Date: 04/18/2023

      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.

      I can be contacted at 845-596-2626 if you have any further questions regarding this request.

       

    • Initial Complaint

      Date:04/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The incident took place on April 10th 2023. the NBT Bank in question is not located in Plattsburgh it is located in Saranac Lake but there was no listed bank in that area so I picked the closes location. This is the businesses address and phone number; *** **** ****** **** ******* ***** ** ***** ***** ******** I had got my paper check on 4/5 and wasn't able to get my check cashed before the weekend. I waited until Monday i endorsed the check over to my partner and tried to cash the check first with another bank, (community Bank) they told me since i didn't have a account and the check was from NBT Bank that they couldn't cash it, and gave me directions to the NBT in the area. I took my check to the NBT in question and was promptly told they could not cash the check because I didn't have a account nor could my partner because they didn't have one either. I asked "why when its the issuing banks check?" and was told "its policy" I then looked up any policy regarding cashing endorsed checks and read that it is NOT a policy, and read as long as I signed over the check correctly, I could pay the 5$ cashing fee, and they would cash it with no problems. I brought this information up to the clerk that was helping me and was told they still couldn't cash the check. I was very confused I still don't understand why they refused to cash my check, nothing was wrong with it, and it came right from them. I'm very upset, no kind of action was taken to help me at all or look into things to try and fix the situation even after i asked if there was anything i could do on my end that could make it possible... This is effecting me in many different ways, i now cant pay my rent, i cant buy myself food, I don't have money for laundry or toilet paper and i also now have to explain to my manager who i work for to make the check, that the bank is refusing to cash it, i don't know how that's going to go. I'm reaching out to see if there is anything that can be done thank you!

      Business Response

      Date: 04/11/2023

      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.

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My husband has a loan on a truck with NBT bank. The loan number is **********. He passed away on November 20th. The insurance company **** has been requesting NBT bank to provide them the offical pay off on this loan. **** and myself have provided all documentation that NBT bank has requested but they have still NOT sent the payoff amount to ****. It's been 5 weeks! I am beyond frustrated with NBT bank and being put on hold whenever **** or I try to call them. **** believes this is an employee incompetence as they have shared with me that this is not normal and that I should have been able to have this resolved weeks ago. NBT bank just continues to come up with excuses. I just called them and they wanted the death certificate. That was sent to them Dec. 16 to their fax number. I need some help getting NBT bank to release the payoff on this loan (to ****) so that the insurance company can settle this claim. Please please help me.

      Business Response

      Date: 12/31/2022

      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.

    NBT Bank is NOT a BBB Accredited Business.

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