Business Profile
Bank
Arrow BankThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Bank.
Complaints
This profile includes complaints for Arrow Bank's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/21/2025
Type:Customer Service IssuesStatus: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 several weeks ago to close my account, they never closed it. I called back this morning and was hung up on by a woman named Tanya. She was so incredibly rude to me. I moved out of state and want this account closed once and for all. Nobody will help me in their customer no service department or their main branch. I tried to reach Dave D****** the president but they will not transfer me. Can’t someone please just do their job and close my account instead of playing games and hanging up on me. They are the rudest people at this bankBusiness Response
Date: 04/24/2025
Arrow Bank National Association is committed to working directly with customers
to understand and resolve to the best of our ability any concerns they have
with their banking relationship. We will be reaching out to our customer
directly.Initial Complaint
Date:12/12/2024
Type:Service or Repair IssuesStatus: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.
The nature of my dispute is the amount of time lapsed between my repossession, charge off, and now finally hitting my credit score without any notifications. My credit report, reports that I have missed 7 months of payments. 3 of those months are accounted for by the VOLUNTARY repossession, the charge off, and I assume the last month was the sale of the vehicle. I have 4 months reflecting my credit report of past due payments without any notifications or communications by Glen falls. I spoke to a Scott A******* in the resource recovery department from the beginning of the voluntary repossession and I explained I am on minimum wage budget so I need financial assistance to pay down the remaining balance, if there is one after the sale of the vehicle. Scott A******* info4m3d me that a budget plan is possible because other accounts are in the same situation I am in. Now my account is a total of 7 months late according to my credit report without any transparency of my remaining account balance, who to pay, and how much??? Scott A******* is a busy person, but this is affecting me on a personal level because my credit is ruined and I was given no opportunity to pay even a low amount monthly to settle my debt over a period of time. I would like some transparency on my account, and I would like to setup a tiny payment plan to settle this debt long term, and I would like my credit to remain in good standing. Thank you.Business Response
Date: 12/13/2024
Glens Falls National Bank is committed to
working directly with customers to understand and resolve to the best of our
ability any concerns they have with their banking relationship. We will
be reaching out to our customer directly.Business Response
Date: 01/16/2025
Arrow Bank fka Glens Falls National Bank is committed to working directly with customers to understand and resolve to the best of our ability any concerns they have with their banking relationship. We will be reaching out to our customer directly.Customer Answer
Date: 01/23/2025
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:03/25/2024
Type:Customer Service IssuesStatus: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 went into the Clifton Park branch on March 6, 2024 to get a replacement debit card. The Manager Katany input all of my information and said that I would get my new card in 7-10 business days. On Friday the 22nd of March, I called to find out where my card was, still have not received. I was hung up on twice. I finally got through to the manager, she said that it was mailed on the 8th. I asked where was it mailed from, she had no idea and brushed me off and hung up. I called the main branch and spoke with Karen M****, who agreed that Katany had lied to me. She forgot to do the last step and card was never ordered. I am now 19 days since stopping there to order, no card and I’m going on vacation with no card thanks to her unprofessionalism and lying to me. At the very least, they owe me a written apology for their actions and to expedite a new card even though I will be away on vacation with no card. How do they get away with lying to customers saying that something was mailed when she knew it wasn’t. Extremely poor customer service, uncaring, unprofessional that I did not deserveBusiness Response
Date: 03/25/2024
Saratoga National Bank is committed to working directly with customers to
understand and resolve to the best of our ability any concerns they have with
their banking relationship.Initial Complaint
Date:03/08/2024
Type:Customer Service IssuesStatus: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 contacted loan services department last month and was told that to have a differed payment I needed to do a few things. I was also told that I was allowed two a year. I completed the tasks asked of me to find out today that the load services department will not honor what they told me over the phone and will not differ my payment this month even though I have not had 2 differed payments on the account for over a year. I have paid the majority of this loan back even though the funding for the loan was already covered and paid back to the bank by a third party. Id like what the I was told over the phone to be honored. Id also like my account balance wiped from the SNB system as the debt has already been paid.Business Response
Date: 03/18/2024
Saratoga National Bank is committed to working directly with
customers to understand and resolve to the best of our ability any concerns
they have with their banking relationship.Business Response
Date: 03/19/2024
Saratoga National Bank will be working directly with the customer.Customer Answer
Date: 03/19/2024
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.
I have already tried to resolve this directly and was met with a Supervisor with a bad Attitude and some hostility in her tone of voice towards me. I can see why she would have the attitude, seeing as she deals with customers every day that are not happy, I’m sure. The facts are I was told by a rep what needed to be done for the deferment and completed the steps asked of me to do the deferred payment. The supervisor I spoke to had admitted that everything I was told by the representative in question was in the notes of the conversation I had with her. The agent told me what needed to be done and the supervisor refused to honor what I was told by the previous support representative. Having representatives give out “false information” according to the supervisor should not be allowed. I also should not have to jump through hoops just to get Saratoga National Bank to honor their word as I don’t get paid to do this and it’s an extremely frustrating situation to have to deal with seeing as the information I was given was directly from the bank itself.
Regards,
****** *****Initial Complaint
Date:10/25/2023
Type:Service or Repair IssuesStatus: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 reach someone from the bank regarding my retirement. I have left several messages and no one in the wealth management ever answers the phone or calls me back.Business Response
Date: 10/26/2023
Glens Falls National Bank is committed to working directly with
customers to understand and resolve to the best of our ability any concerns
they have with their banking relationship.Customer Answer
Date: 10/27/2023
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:12/05/2022
Type:Billing IssuesStatus: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 my car loan with this bank. Got my loan in 2019.
During COVID pandemic I lost my job and asked for forbearance.
The Bank set me paper work to sign and return which I did. Did not hear anything from bank for allotted time.
Got notification from ****** ***** which stated my credit score dropped 135 points looked into this saw Saratoga reported me late on my car payments. When contact with bank they stated they never received paperwork. They never called or wrote me stating they did not receive paperwork Which i sent! No resolution from them. Also they charge 5.00$ for making payments on line.Business Response
Date: 12/07/2022
Saratoga
National Bank is committed to working directly with customers to understand and
resolve to the best of our ability any concerns they have with their banking
relationship.Initial Complaint
Date:09/29/2022
Type:Service or Repair IssuesStatus: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 trying to close out a retirement plan since October of 2021. I was told in December of 2021 that I had to wait until open enrollment March of 2022. In March of 2022 I called to see how to get the process started at which point they stated they were waiting for something from my previous employer. I then began to call and check status monthly and was given a different answer every time I called. Finally in August I thought we made progress and was sent my distribution paperwork which I mailed back right away. 3 weeks after I sent the paperwork back I called again to get status and they stated they were waiting for something from my previous employer. I contacted the Dr I worked for who confirmed they received everything from Glens Falls National and they should be able to distribute my funds. I have called 5 times in the last 3 weeks and left messages and also sent an email with no call back or email back. I don't know how to get a call back or get this issue resolved and would love any help I can get.Business Response
Date: 09/30/2022
Glens Falls National Bank is
committed to working directly with customers to understand and resolve to the
best of our ability any concerns they have with their banking relationship.
Arrow Bank is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.