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:12/15/2022

  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 tried to use my NBT **** debt card at 4:30 pm on 12/14/2022 to purchase a tire from ************ that I need for my car because of one of my tires being vandalized and damaged on I-88 near Cobleskill, NY by a large rock placed on the highway by unknown punk(s), when I was driving on 12/12/2022 around 12:30 pm on my way to Albany, NY for business. My current passenger side tire slowly deflates after a few miles and I cannot drive on it, as I may damage the costly rim. I noticed the deflated tire yesterday when I was in Oneonta, NY. I was going to sign up for overdraft protection for my debit card anyway and did so yesterday on 12/13/2022, and still have not received an answer. Affirm financing approved me in 10 minutes for splitting payments, but I need to use my NBT **** debit card. Further, I could not use ****** because my NBT debit card did not work probably due to *********** not issuing a refund (complaint # ********), or NBT rejecting the refund even though they said they did not. I use my car sometimes when I am a vendor for selling small antiques and metals, and for personal. My car insurance company said if I have the new tire they will cover the cost of someone installing where it is parked by my home. So, if I had ordered the tire today, I would have received it this Friday. I called NBT Bank and spoke to Mandy B******* this afternoon to ask her if I received overdraft protection, as I signed up and noticed she refused to give me the disclosure statement I signed when I was there. She said she was waiting for an answer on the computer, that she was one of the few there as many staff had left, and she was not in her office but at the window teller service. I do not blame her, but NBT Bank seems slow on customer service. I cannot use my NBT debit card, and I cannot travel for my business/personal. I do not use financing, it is against my religion, but I would pay it back next week before much percentage accumulation. Feel mistreated. 

  Business Response

  Date: 12/16/2022

  Attached is NBT Bank's  response to the BBB Complaint for ********  

  Customer Answer

  Date: 12/16/2022

  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. 
  NBT Bank relies on ******** for credit report analysis.  I have no debts, usually do not use credit at all, and it is against my religion to use financing, so if I used it I would have to pay the balance before interest accrued.  Since I have no debts, do not have a bad credit report, and I have assets and income, I should have been approved for a small overdraft protection amount on my NBT debit card that I have for several years.  I will contact the regulating agency the BBB gave me in regards to this matter.  I have a complaint that I filed yesterday with the BBB about ********.   Since NBT Bank could not give me a small overdraft protection amount for my NBT debt card, I believe the USA economy may be in not good shape and the banks not solid.  Thank you for your help in trying to solve my complaint about NBT Bank customer service regarding NBT debit card overdraft protection being substandard..
  Regards,
  
  ***** *********  

• Initial Complaint

  Date:11/03/2022

  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.

  I bought a car and the dealership did the loan through NBT Bank. NBT Bank charged me twice for the first month for my car payment. They took $391.06 on 10/14 and $391.06 on 10/18. After calling four times and not getting the issue resolved, I disputed the second charge with my bank (KeyBank). On 10/28 they charged me a $20 fee for revoking the second payment. I have called two more times. A representative claimed that there was an internal and external payment set up and she deleted the second one. That apparently wasn't true as the sixth time I called both payments were still set up. This sixth representative claimed the second payment was deleted and I could put in a request to get my $20 back, but based on the fact I've had to call them six times to try to get a normal monthly autopay set up and they cannot figure it out, I highly doubt they'll get it together.

  Business Response

  Date: 11/04/2022

  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 607-337-6323 if you have any further questions regarding this request.

   

• Initial Complaint

  Date:10/21/2022

  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.

  A creditor (****) made an error in billing and attempted to charge my account with NBT 5 times in a week. I had turn off the automatic payments prior to them taking out the first payment. NBT knows this is not an error on my part, but on the creditor and refuses to refund the overdraft fees. No money was taken out as they rejected the charges and STILL charged me an overdraft fee. There was no overdraft as the bank denied it. NBT is more concerned about making money off their customers than doing what’s right or what should be common sense. This bank treats its customers as if their money is entitled to them and they can take any part of it they wish. So long as the bank finds a way to make as much money off us as possible. They reorder transactions so they hit in the worst order possible to create the most overdraft fees as possible. And not in the order in which they were actually charged. There are plenty of class action lawsuits regarding both OD fees and reordering transactions yet they do both anyway. When I mess up my account I pay for the fees. This is in no way my doing. And the bank is not just entitled to their customers money.

  Business Response

  Date: 10/26/2022

  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.

• Initial Complaint

  Date:10/02/2022

  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.

  Hey, so I used to have a debit card (or a few, actually), because of this bank's incompetence, but that's not the point! The point is that they have CANCELED every single one of those cards, and not due to anything that I've done, either!! I got a brand new card about a month and a half ago (give or take), because I reported it stolen- it had been taken by an ex of mine and used to purchase a mattress or something like that? for approximately $900- and they had- of course!- blamed me for it and then tried to say it was my fault for "letting him do it. Anyway, I went into the branch and got a new card and was very polite and even apologized for the inconvenience to them for "letting" it happen!! They issued me a new card, blah blah blah. I go home, everything is fine. The NEXT DAY. I go to the grocery store to purchase groceries and, lo and behold--my card is denied. So I went to the branch, AGAIN, (mind you, it's about a 45-minute drive just to get to the branch for me now), and they tell me that it's been closed down due to fraudulent activity and they won't EVER be issuing me a debit card EVER AGAIN. ????
  
  Also, I can't just walk into any ol' bank and open a bank account. My ex made sure that that's not possible when he ruined my credit YEARS AGO, and then my "husband" sealed that deal with his stupid ***** So yea.
  
  The resolution that would be best for me would be for them to issue me another debit card, and that's about it, unless they wanna pay my debt to SFCU so that I can have another account with them because they were honestly SUCH a better bank anyways ??

  Business Response

  Date: 10/03/2022

  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.

• Initial Complaint

  Date:09/22/2022

  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.

  I called like 13th of September to get my loan payoff amount. I was give the payment as $3152. I was told this would be good until the 30th of September. I could not get into my account because it kept saying I was locked out. I was told at that point it was fixed. I was going to stop auto payment and payoff account. I still could not get into the account. I decided to call auto payer on the phone.
  I made payment of 3107, 12, and 31.52. This equaled payoff amount. I made payment on 16th. My loan due date is the 17th. Since I could not get into my account to stop auto payment, the bank with drew an extra 158. I called to get my extra back. Well get ab email stating only getting 9.98 back. This 158 and 3152 equals 3308 and this is not amount quoted to me for payoff. I called back and they tried to tell me it was OK to take amount because it went to principle. This still isn't amount quoted to me. I feel like I was lied to and give excuses and the run around. I want my full refund.

  Business Response

  Date: 09/22/2022

  Attached is NBT Bank's acknowledgement letter to ****** ********'s complaint.

  Customer Answer

  Date: 09/28/2022

  I have sent my complaint to proper authorities. 

• Initial Complaint

  Date:09/02/2022

  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 bank took my car after i had a hardship on my account the guy that came to get the car was rude he got in my face and told me to hand over the keys i told him no not till i get my stuff he demanded the keys again and got right in my face took my car trew my stuff in the ditch i asked for the repopaperwork wouldnt let me see it so my car was stolen from me the bank gave me a vary hard time over this matter told them what happend to beth clark then after that she was nolonger with the company and ive been fighiting with the bank over this matter was also told if i still have paid we would come and get it anyway i want it removed off my credit report and i souldnt have to pay one red cent after what thy did i think the ny atterny genrail sould get involed over this

  Business Response

  Date: 09/08/2022

  Customer has previously filed a complaint with The Consumer Financial Protection Bureau (CFPB). We have followed our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP. Complaint has already been resolved  and customer will be contacted directly by the CFPB. 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:08/08/2022

  Type:Product 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 is in reference to dispute #***** with NB Bank, a transaction in the amount of $65.00 posted to my checking account on 7/20/22. I had purchased an item through Facebook and this turned out to be fraudulent because the seller had no intention of shipping my items and, to date, I have not received the items paid for. I contacted Facebook originally to resolve this issue, and they could not help. I then contacted NBT Bank customer service on 7/23/22 to dispute this charge. I received a letter in the mail stating that there was no issues found with this transaction. I contacted NBT Bank customer service again on 8/5/22 to inquire, since this transaction is essentially fraud. I was told by Katherine Vail that "The dispute submitted does not qualify for a Visa chargeback: per visa rules and regulations, this a P2P/Account funding transaction where the merchant is responsible solely for the transfer of funds. If the cardholder sent funds in exchange for goods and/or services to be provided by the recipient, the dispute will need to be settled outside the Visa dispute process.". So, I then contacted Visa to inquire about these rules and was told directly by a Visa representative that NBT Bank has complete control over my debit card and that Visa does not determine whether or not the bank puts a chargeback on my account, and that it is at the sole discretion of the bank to do return my funds. I then notified Katherine Vail of this on 8/5/22, and have received no further replies or attempts to resolve this. I want NBT Bank to return the $65.00 to my account that I am owed.

  Business Response

  Date: 08/16/2022

  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.

   

• Initial Complaint

  Date:07/29/2022

  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.

  Re.: Complaint - Suspicion of Unlawful Practices Vehicle Repossession
  Bank: NBT Bank
  Bank Address: 49 South Broad Street, Norwich, NY
  Account Type: Vehicle Loan
  My Vehicle: 2016 **** ****** Titanium, was purchased at ....., ...., NY on 09/30/2017
  A loan was Secured with NBT Bank, my personal financial institution at the time.
  At the beginning of 2021, in the middle of the Covid crisis and my first job loss, I requested a loan extension from NBT, but I never heard back from them. Instead, I started receiving a barrage of letters and calls about late payments. They came just about weekly noting a different amount owing each time. By the time October came around, I had suffered my second job loss of the year and I made a payment on the note with that final check. And no good deed goes unpunished. Afterwards, I received threats of repossession because I was now 2 payments behind? While trying to look for a new job, among other things, I did not have time to reconcile the account, but it didn't seem right. I felt sure it would get cleared away. Instead, the car was repossessed in December, 2021. I went outside and it was gone. I almost called the police but then tried NBT first. No response. Call again. No response. Call again. nothing. Left messages. Nothing. Emailed the person who is handling the account. No response. For a week. I ended up emailing the legal dept. asking for any response. I did not get notification of the whereabouts of my personal belongings until 6 days later - and ONLY because I called, emailed and hounded enough times that I finally could speak with the person on the account. I was told, finally, the name and phone # of the repo company and was told that the plates had been surrendered to the Syracuse DMV. Which was not so. And nearly cost me an insurance lapse. Add insult to injury, my credit is a disaster. There's so much more to this awful saga but space here is limited. But this just cannot be the appropriate and legal way to handle it.

  Business Response

  Date: 08/01/2022

  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.

  This customer has already submitted a complaint through the CFPB which we are currently resolving.

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

   

  Business Response

  Date: 08/01/2022

  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.

  This customer has already submitted a complaint through the CFPB which we are currently resolving.

  I can be contacted at 607-337-6323 if you have any further questions regarding this request.