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Initial Complaint
07/17/2024
Complaint Type:
Billing Issues
Status:
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.
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
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
04/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
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 response
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
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
Initial Complaint
04/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
Every other time they did a wire for me other times they would tell me to get out of the building before I had the authorities called on me I didn't understand why they were refusing to do a wire to a different bank for me or why I would need to leave. I do recall trying to take a picture of the guy managers name plaque on his desk cause I didn't see any business cards and bad with names. So I didn't get his name cause I couldn't work the camera before he told me to get out of his office our business was done. I wasn't able to get money out of the bank or anything. I hope no one is ever treated as a common criminal for asking for their money to be wired out of the bank. Now I avoid it like the plague cause they always try to call the cops on me last I checked it was a place of business. The guys desk was first office and the lady manager came from down the hall. I would like to close out my acct or be welcomed without threats if I get a guarantee from these cop callers.
Customer response
04/30/2024
Is it anything bad if I tried to take a picture of a name plate to remember a name. He acted like it was against the law and I just assaulted him. Are both managers bipolar I'm sorry to drag you into this. I didn't get a picture just screamed at instead by the guy mgr
Business response
04/30/2024
The Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency (OCC) are the primary regulators for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP or the OCC and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau.I can be contacted at ###-###-####, if you have any further questions regarding this request.Sincerely, Krystle S*******Krystle S*******Compliance SpecialistNBT Bank – Compliance Department52 Broad Street Norwich, NY 13815
Initial Complaint
03/28/2024
Complaint Type:
Billing Issues
Status:
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.
NBT issued us a loan for a *** ******** -******** was totaled on 12/16/2023 (Not our Fault) -Notified NBT bank on 12/21/2023 that *** ******** was totaled -We bought GAP insurance on this vehicle to cover any issues in case of situation like this. -NBT took my automatic payment from us on 12/29/2023. We were told that automatic payments had been turned off by an NBT employee. -NBT indicated that they would refund our December payment once insurance paid the loan off. -We received a letter from NBT Bank dated 3/12/2024 stating that our March payment had not been paid and that we need to pay asap to avoid any penalties. Mind you, the loan has been paid in its entirety, plus an additional $894.27 from December payment. -NBT notified us that they weren't going to refund our December payment made after our vehicle was negligently totaled. To me, this is paramount to theft. -We have been dealing with Christy P******* with Toal loss department and Jessica B***** with GAP insurance department.
Business response
03/28/2024

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

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

Sincerely,

Beth B*******

Beth B*******
Complaints Program Administrator
NBT Bank – Compliance Department
52 Broad Street Norwich, NY 13815
Customer response
04/05/2024
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business (NBT Bank) has not only not reached out to me in regards to the original complaint but they have sent another bill totaling $894.27 and “threatening” penalties if we don’t pay it. Again, our vehicle was totaled in December 2023. It was paid off by the offending drivers insurance. NBT Bank stole $894.27 from us on December 29th, 2023 and are trying to steal more money from us. To sum it up, they stole from us, haven’t reached out to us in regards to our BBB complaint, and doubled down by sending another bill. Regards, ****** ******
Initial Complaint
01/24/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have been a loyal customer for roughly 4 years and have dealt with the same problem numerous times, every couple of weeks they will halt a payment from going through on my checking account and keep it pending, just for it to go through when my account is low on funds seemingly purposefully sending my accounts into overdraft and charging me outrageous NSF fees, this week is the final straw, I have a major surgery coming up and my insurance may very well cancel me due to not being able to make a payment from NBT Banks ridiculous NSF policies and pending charges. I’m only making this complaint so hopefully something will be done about this unreasonable issue.
Business response
01/25/2024

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

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

Sincerely,

Beth B*******

Beth B*******
Complaints Program Administrator
NBT Bank – Compliance Department
52 Broad Street Norwich, NY 13815
Initial Complaint
01/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
Got a personal loan almost 2 years ago, I always pay early. Been working hard to get my credit rating 750+. About August 2023 something happened at NBT Bank. Although I make my payments early and the withdrawal is taken out of my checking account, NBT Bank for the past 4 months has sent me letters stating they did not get my payments and are charging me a $5.00 late fee. I have called several times and even sent copies of my bank account showing the payments have been made- the first $5.00 late fee was refunded but still have 3 more. Getting really tired of calling the Customer Service number, showing my account proving I made the payments on time, and repeating this action on a monthly basis and still getting late fees and possibly ruining my credit rating.
Business response
01/11/2024
The Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency (OCC) are the primary regulators for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP or the OCC and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau. I can be contacted at ###-###-####, if you have any further questions regarding this request. Sincerely, Krystle S******* Compliance Specialist NBT Bank – Compliance Department
Initial Complaint
11/29/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to pay off this car loan since 11/11/2023. On 11/11/2023 I requested the warranty be cancelled and I was told it was, I also received a payoff quote with the per diem. To allow time for the warranty refund to go through we waited on selling the car until 11/18/2023. The refund did not go through but I sold the car for negative equity, paying the difference including the per diem while continuing to wait for the warranty refund. Every payment made was an ACH one time payment because NBT's payment system is awful - you can't make same day payments, schedule payments don't post on the day they're scheduled, best case scenario the account is updated the day after it posts. Eventually we gave up on waiting for the warranty so I paid that amount as well, but they waited so long to apply it that I got additional per diem charges. I was frustrated but realized it early enough that I made a scheduled transfer payment for 11/28/2023 for an amount greater than the remaining balance to amount for their delay - I received my confirmation email. I noticed this morning that the payment was cancelled by NBT for EOD. There's no reason to cancel my payment because they couldn't do their jobs in a damn day. Just let me pay my damn loan off so I can be done with this awful company and get the damn lien release to the poor company that bought my car over a week ago.
Business response
11/29/2023

The Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency (OCC) are the primary regulators for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP or the OCC and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau.
Customer response
11/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They confirmed the remaining balance is waived, provided proof zero balance, and are expediting lien release.

Regards,

***** *******
Initial Complaint
11/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Requested an electronic withdrawal from my vested retirement funds and process is taking beyond the stated time of 7 - 10 business days. Multiple calls to NBT have not yielded any help, clarification or explanation why it is taking so long. I also noticed NBT bank individuals had been viewing my ****** ** profile after I called customer service, not sure it’s related , but just weird coincidence.
Business response
11/22/2023
NBT Bank has addressed the customer's concerns directly with the customer.
Initial Complaint
11/21/2023
Complaint Type:
Order Issues
Status:
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.
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
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
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 response
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
07/18/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
07/19/2023
NBT Bank's Acknowledgement Letter
Customer response
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, ****** ******

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