ComplaintsforNBT Bank
Bank
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Complaint Details
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Initial Complaint
07/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 elseBusiness response
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
06/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 requestCustomer response
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
05/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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 $20 again this month. They will not do anything to help me resolve this or refund the fines or interest.Business response
05/24/2023
The Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency (OCC) are the primary regulators for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP or the OCC and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau. I can be contacted at ************ if you have any further questions regarding this request.Initial Complaint
04/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They will not unlock my card. I want my card unlockedBusiness response
04/25/2023
The Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency (OCC) are the primary regulators for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP or the OCC and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau.
I can be contacted at ###-###-#### if you have any further questions regarding this request.
Sincerely,
Brett K**************
Brett K**************
Complaints Program Administrator
NBT Bank – Compliance Department
52 Broad Street Norwich, NY 13815Initial Complaint
04/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
535$ + 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 processingBusiness response
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
04/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.Initial Complaint
12/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
12/16/2022
Attached is NBT Bank's response to the BBB Complaint for ********Customer response
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
11/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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
10/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.
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Customer Complaints Summary
44 total complaints in the last 3 years.
15 complaints closed in the last 12 months.