We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bank

NBT Bank

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

Complaints

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

Find a Location

NBT Bank has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 41 total complaints in the last 3 years.
    • 10 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2025

      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.
      I have been working to resolve this issue since 2019 without success, and my credit report has been affected. A total of $1,997 was charged to my NBT credit card on 9/14/2019 by Advanced Real Estate, which turned out to be a fraudulent company that had no intention of providing a real estate class/seminar as was promised. NBT was notified of this issue, and they temporarily refunded the money charged to my card. Once NBT found out Advanced Real Estate had closed its doors and NBT bank could not go after them for the $1,997, NBT then recharged my credit card for $1,997. I have completed all the paperwork they sent me describing what occurred and talked with several people from the fraud department at 314-216-4556 and 1-866-821-8411. I spoke with Roslynn and Kevin. Kevin proceeded to hang up on me when I asked for the $1,997 to be removed! I would like the charge of $1,997 dismissed and my credit report fixed!

      Business Response

      Date: 05/01/2025

      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:03/18/2025

      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.
      Re:Auto loan acct ********** Mva totaled 2024 ***** *** Erie Insurance paid $26,668.64 2/25/25 to NBT. Leaving $964.14 balance on principle. Purchased GAP insurance through **** **** canandaigua. Ny when purchased the vehicle. Attempted payments to NBT via app on 2/15/25 for $400 (deductible amount) tracker ID *******-- never taken from my checking account. Attempted another payment thru app 3/6/25 (when I got the 1st past due notice) for $858.10 tracker ID *******- this also never came out of checking. Got another past due notice same amount 3/14/25. Call NBT customer service. Told me my GAP insurance had been denied. Couldn't tell me why, even if they carried my GAP insurance, or the contact info for that dept. Said online payments canceled by them as the vehicle was totalled and can't do online payments at that time-- never received correspondence stating this just past due notices. 3/17/25 call Cody finance manager at **** ****. Verified GAP insurance is indeed through NBT. Cody didn't have a phone number for but was reading out via email to his contact. We did purchase warranty when buying on 11/11/2022. Touched base with Cody 3/18/25- still hadn't heard back was reaching out again. 3/18/25 recvd call from NBT Sr account rep indicating she did find out GAP insurance was through NBT and it had been denied-- couldn't tell my why. Stated LeAnn in GAP dept denied it. Could not give me contact info for this LeAnn. Told me to reach out to the dealership as they should be able to put me in contact. Notified her I reached out to dealership yesterday...again awaiting response from NBT.

      Business Response

      Date: 03/19/2025

      March 19, 2025


      Better Business Bureau, Inc.
      100 Bryant Woods South
      Amherst, NY 14228
      Attention: ******l, 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 Santiago

      Krystle Santiago
      Compliance Specialist
      NBT Bank – Compliance Department
      52 Broad Street Norwich, NY 13815

      Customer Answer

      Date: 03/19/2025

      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.

      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      Regards,

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




    • Initial Complaint

      Date:03/11/2025

      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.
      There is $8,955.64 of fraudulent charges on the bank card. The bank covered a portion of the fraudulent charges. They said they would cover the 60 day or old charges. All charges were through Amazon Market Place. I talked to Amazon's Fraud department and they said that the charges were positively fraudulent and the bank should be covering those charges back a 120 days. The bank has produce any paperwork that they couldn't cover 120 days. There is no other option to reclaim the fraudulent charges other than thru NBT Bank. I banked at NBT bank all my life for a good 50 to 60 years. For all the conversations I been having on this matter. I talk that NBT fraud department is a person with no other reason but to dismiss anything of 60days. At the time the fraud was happening I was working out of town as a new employee for a new company. Montering the account was not possible at that time. I informed NBT Bank this and they still rejected my claim as they said I could have went to a branch. I believe all they charges were possible because of a flawed monitoring system or none at all. The attachment is the charges that were not covered with no other explanation on it. If the BBB can't help in this matter the last option is a legal action. Which I don't want to take. I feel NBT has wronged me as a service oriented business.

      Business Response

      Date: 03/13/2025

      February 13, 2025


      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,

      Beth B*******

      Beth Bodjanac
      Complaints Program Administrator
      NBT Bank – Compliance Department
      52 Broad Street Norwich, NY 13815
      *****************.com

      Customer Answer

      Date: 03/18/2025

      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.

      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      Regards,

      Michael Peryer




    • Initial Complaint

      Date:01/28/2025

      Type:Customer Service 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.
      Complaint Details: I am filing this complaint against NBT Bank due to their handling of my account and their refusal to provide assistance during a period of financial hardship, which resulted in lasting negative consequences for me. In 2024, I experienced a medical incident that left me out of work for 10 months. During this time, my NBT Bank account accrued a negative balance of $1,206, most of which was due to excessive overdraft fees. I repeatedly reached out to NBT Bank’s customer service and branch managers to explain my situation and requested assistance, such as waiving the fees or offering a payment arrangement. Despite my circumstances, all my requests for help were refused. Subsequently, NBT Bank reported my account to ChexSystems, which has made it impossible for me to open another bank account. I have since settled the account with the collection agency and the account is now closed. Despite this, NBT Bank refuses to remove the negative *********** report, even though the majority of the balance consisted of avoidable overdraft fees. I believe NBT Bank’s handling of this situation lacked compassion, fairness, and flexibility, especially given my demonstrated financial hardship. Their refusal to remove the *********** report even after the account has been settled is unreasonable and continues to harm my ability to rebuild financially. Resolution Requested: I request that NBT Bank remove the negative *********** report from my record, as the account has been settled and closed. Additionally, I urge them to reconsider their policies regarding overdraft fees and hardship cases to prevent others from experiencing similar difficulties in the future. Thank you for your attention to this matter.

      Business Response

      Date: 01/28/2025

      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 Department52 Broad Street Norwich, NY 13815

      Customer Answer

      Date: 01/28/2025

      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.  The response says I have been contacted directly which i have not been. Please contact me via email at ******************** to resolve this matter. The number you provided is a general nbt support line and not a direct.

      Regards,

      **** *****




    • Initial Complaint

      Date:12/02/2024

      Type:Customer Service 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.
      Due to the convergence of reduced working hours and our yearly homeowner's insurance payment, we ran low on funds in our account and overdrafted on 11/4/24. This created a cascade of overdrafts, deposits and fees that put us in the red repeatedly until we became aware of the issue. Over a period of 15 days, our total overdrafts were $383.54. That we should suffer a just consequence for this oversight should be taken for granted. We are not asking to get off without answering for our error. However, in that same period, NBT charged us $315, a staggering 82.13% in punitive fees. This arbitrary $35 per overdraft policy artificially manufactured circumstances that repeatedly caused us to overdraft, which we were then charged for. It is difficult not to see this as extortion. To date, NBT has recaptured $496.87, constituting ALL of our overdrafts AND $113.33 additional, which at 29.55% of the overdraft total seems far more reasonable. Our balance still reflects $201.67 in the red, all of which is punitive fees. On the 15th I went into the bank to request some clemency. They stated that policy was to only forgive fees that arose from bank error, then behaved as though forgiving a single fee was a generous favor. That same day, we stopped all automatic payments but some in-process transactions went through, putting us back in the red. On 11/21 I spent the better part of two hours on the phone with customer service seeking reprieve. I first spoke with Kristin. She told me the local branch had final say and finally transferred me to Sarah, who called back that Monday to inform us the Massena NBT was unwilling to work with us any further. The simple fact is that we cannot afford the overdraft fees in the amount NBT has assessed against us. We would have to choose between those fees and paying our mortgage or utilities. With winter on our doorstep, this is a perilous proposition. My only other (slim) recourse will be to seek legal counsel.

      Business Response

      Date: 12/02/2024

      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 Department52 Broad Street Norwich, NY 13815*********************

    • Initial Complaint

      Date:08/18/2024

      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.
      NBT told Bank provided the funding for a solar panel loan that I obtained with *** *****. *** *****'s salesman gave us false information concerning the payments. *** ***** panels damaged my roof and guest bathroom. *** ***** went out of business and did not notify us after promising to repair the damage to my home. We had the panels removed after notifying NBT Bank that the panels had been removed. NBT Bank is still seeking payment for the panels even after we notified them that the panels were removed. When we first signed up for the solar panels, NBT Bank sent the $60,000 to *** ***** not to us. We agreed to pay for the service but there is no service. NBT Bank threatened to repossess the panels; we told to come and get them. and I am reporting *** ***** and NBT Bank to the Texas Attorney General's Office as well as the Consumer Protection Agency. I think this solar panel system is a scam

      Business Response

      Date: 08/19/2024





      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

    • Initial Complaint

      Date:08/15/2024

      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.
      I am not liable for this debt with *** * * ** I do not have a contract with *** * * ** they did not provide me with the original contract as I requested.

      Business Response

      Date: 08/15/2024



      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,

      Beth B*******

      Beth B*******
      Complaints Program Administrator
      NBT Bank – Compliance Department

    • Initial Complaint

      Date:08/02/2024

      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.
      ****** ***** sold my 88 year old mother solar panels and set her up with NBT Bank P.O. Box 149 Canajoharie NY 13317 ************ to obtain a 20 year loan to pay for the panels. I can not believe a bank would approve a 20 year loan for an 88 year old woman. I think they should be a shamed of themselves

      Business Response

      Date: 08/06/2024

      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 Department52 Broad Street Norwich, NY 13815*********************

    • Initial Complaint

      Date:07/17/2024

      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.
      I had a debt consolidation company help me with this account but NBT Bank would not work with the debt collector to help resolve this debt. I have tried for over 3 years to solve this debt and this charge off is now affecting my credit report in a very negative way.

      Business Response

      Date: 07/18/2024

      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:04/29/2024

      Type:Customer Service 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.
      Date of Transaction 4/25/2024 On 4/24/2024 I went to purchase a vehicle at ******* **** ***** **** The vehicle has been misrepresent. I want to say that I don't believe this was solely a bank employee issue but a combination of bank employee and dealership sales manager. I told this dealership I wanted to finance the vehicle through my local bank that I have my mortgage with and all my accounts. The sales manager said that NBT Bank would offer me a lower rate than ***** if I went with them. The sales manager said NBT Bank rates would be 6.29 compared to the 6.85 at *****. We went back to the finance office to do the deal and I soon realized that the rate was not 6.29 and it was actually 6.67. This was frustrating but with all the pressure to make a deal I kept filling out paperwork. While filling out paperwork the sales manager of ******* **** ***** *** said "the only reason I did this deal was because the bank lady is hot and she's got a boat that she's gonna take me out on." This deal was a horrible deal from start to finish. The vehicle is currently uninsured because the salesman did insurance fraud and accessed my personal information and insurance plan without me being there or consenting to do so. I wasn't even at the dealership at this point. This deal was a bate and switch deal, it was a conflict of interests deal, and ultimately a morally wrong deal that should have never happened. It's time for businesses to act like business's and not act in personal interests or sexual endeavors.

      Customer Answer

      Date: 04/30/2024

      I would like to inform the BBB that I have already filed a complaint with the dealership. This is more than a dealership matter. I have spoke with a member of the NBT Bank that has been representing a huge conflict of interests. Her interests are with the dealership and not the customer of the loan. I gave this person representing the bank information from my point of view then she took that information and immediately called the dealership and informed them of the information I had just told her. The dealership then called me and told me everything that I had just told her in confidence. This NBT Bank employee has been very unprofessional and more concerned about the dealer than the persons name on the loan. Based on evidence the deal was pushed through due to personal interests and sexual endeavors. This is not a good look for NBT Bank or ******* **** *** 

      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 Specialist
      NBT Bank – Compliance Department
      52 Broad Street Norwich, NY 13815

    NBT 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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    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.