ComplaintsforNBT Bank
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Complaint Details
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Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I funded a car purchase through NBT bank back in August of 2018. Throughout my time with the loan the bank would mysteriously lose my payments, and make negative remarks on me and my co-signers credit. Customer service refused to help saying that it wasn’t the BANKS fault for LOSING my payment. In February of 2021, my car was hit by a tractor trailer and was totaled. I had insurance and gap insurance that included deductible coverage. I did as I was asked, and sent in the paperwork required to settle the debt. This last month I recieved notifications from all three credit bureau’s that claimed NBT had written off my debt as a charge off. This is inaccurate, inappropriate, and is extremely frustrating. This bank has single handedly botched my credit while never having a reason to. The customer service is abismal. If you are reading this, I beg you, do not choose NBT Bank.Business response
01/14/2022
The Consumer Financial Protection Bureau (CFPB) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau.
Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I sold an item to a person that has an account with this bank. I know the person & excepted a check & when I went to their bank (NBT) , they attempted to charge me a $5.00 fee for cashing the check! I do not & never will have an account with this bank! However the check was from this bank!Business response
01/03/2022
The Consumer Financial Protection Bureau (CFPB) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP 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**************
Compliance Analytic Specialist
NBT BankInitial Complaint
11/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
***Please see attached correspondence for full context.** Despite receiving automated confirmations from NBT’s automated payment line for payments rendered Sept, Oct. & November, I discovered that there were NO pending EFT/Charges for NBT bank. I checked my banks 90-day activity and both September and October reflected ZERO transaction history with NBT bank. I proceeded to drive an hour and a half to my apartment to find the coupon book and mail a check in the amount of $1,100.00. This was more than what was owed, including late fees. After Thanksgiving, on Friday November 26th, I returned to my apartment to discover that the car financed through NBT was gone. My neighbor informed me that it was towed, and I found mailed correspondence from NBT dated November 17th indicating that 2 months of payments were due, and that “in 7 days” NBT bank could repossess or take legal action. I called their collections department immediately as instructed by the mail correspondence- during business hours (4:30pm). I was forwarded to the automated answering service. I called 6 times consecutively with no response. Saturday, 11/27, I called their designated collection number 4 times between 9am and 10am, well within their business hours as instructed by their letter (9am-12pm). I had a federal exam at ********* testing center at 12pm, so I asked my Dad to try calling before the weekend was over for fear of future ramifications. Despite it being their normal hours of operation, his calls went unanswered and his voicemail unreturned. I updated my contact information in 2019, so if NBT had not received payment or if there was an error, why was I not contacted? I stand ready to remit payment for the entirety of my auto loan, should they rectify this matter promptly and appropriately..Business response
11/30/2021
The Consumer Financial Protection Bureau (CFPB) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP 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 Krisko-Hoffmann
Compliance Analytic Specialist
NBT BankInitial Complaint
10/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was given a covid extension on my vehicle by NBT bank for the months of oct and nov 2020, my next payment was due Dec 8,2020. On Dec 18th I woke up and my vehicle had been repossessed due to 72 days late, I had a 60 day extension for covid due to being on furlough and returning to work and the pay delay as I was paid biweekly. I called on Dec 18 and had to leave a message with the repossession unit, they did not contact me back until after they auctioned off the vehicle. I was headed to the bank on Dec 18 to make the payment due (I did not end up doing that as the vehicle was taken) so technically I was not even late on the payment when the car was taken. I was not called or given the option to pay the back payments for which I had the covid extension for because the vehicle was already auctioned off. the plates were turned into dmv on Christmas which banking and dmv were closed on that day do I have no idea how that could have happened. this has been a very big hardshipBusiness response
10/17/2021
The Consumer Financial Protection Bureau (CFPB) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau.
Initial Complaint
08/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
NBT Bank is charging me for fees that are not related to my loan, My truck was totaled on may 9th 2021 and trying to settle my loan they added fees not related to the loan and then issued a repossess letter to me dated Aug 4th 2021 stating that they repossessed the vehicle on Aug 3rd 2021 and it is stored at ********* ********** ****** ** ***** ** ********** *a. After speaking with ********* ********** bureau this morning (Aug 11,2021) they stated they had the vehicle but has already been sent out to auction, after speaking with my insurance adjuster handling my auto accident case, stated that ********* ********** bureau does not and has not ever had the vehicle in its possession and it has been in their possestion since may 11,2021, in the letter it stated that I will be charged storage fees and repossession fees. they contacted my insurance adjuster on Fri Aug 6th 2021 with a payoff amount that includes the extra fees not related to the loan and the repo and storage fees.Business response
08/12/2021
The Consumer Financial Protection Bureau (CFPB) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFBP and will contact the customer directly to resolve their concerns. We will not respond directly to the Better Business Bureau.
Customer response
08/16/2021
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.
Regards,
**** ******
Initial Complaint
08/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On August 9, 2021, my husband and I received a notice from a collections agency saying that we owed them $3,402.25 for a vehicle we had 2 years ago that had been declared a total loss. This was the first time in two years that we had been made aware that our GAP Insurance had been denied due to Insurance not providing them with paperwork that had been requested. In speaking to NBT, they told me that GAP had sent a denial letter back in December of 2019 in which we do not recall ever receiving. During the 2 year span, we never received anything from NBT stating that we still owed them money. Usually, when there is a large sum most companies would be sending notifications and at the very least contacting us to let us know that they want to get paid. NOT NBT Bank. NBT bank sat on it for 2 years claiming that they were backed up and just decided to send it to Collections instead. I am very disappointed that no one tried contacting us to let us know that we still owed on our loan.Business response
08/11/2021
The Consumer Financial Protection Bureau (CFPB) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of the CFPB 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
08/05/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On August 2, 2021, I noticed that my bank account was overdrawn and about 11 transactions still pending. I immediately went into my local branch, with a check from my personal account to cover the overdraw and asked if my check could be deposited as cash as to not accrue several hundred dollars in fees. She said she has to speak to the manager, she did, she came back and send to me verbatim "We will do this for you as a one time courtesy but if this check doesn't clear you are responsible for all of it" I understood that, appreciated it made the deposit was back in the clear. Next day I checked my account and they still charged me 11 NSF fees. Called bank manger he said no we don't do that..I asked why was I told ok as if it wasn't I would have handled differently and deposited cash. Manager was rude, disparaging I told him what the teller said, he checked w her, she was also untruthful. This incompetency cost me 385.00 in fess that the bank stole as far as I am concerned.Business response
08/06/2021
The Office of the Comptroller of the Currency (OCC) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of 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.
Customer response
08/09/2021
I would like BBB to know this has been resolved to my satisfaction.Initial Complaint
07/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have a checking account with not bank some one wrote 2 checks 1 for 1000 dollars and one 1 for 350 I reported the fraud I have been calling them for the last 2 months they said they see the checks wore fraud but haven't even started a investigation yet they want to send me paperwork to be notorized but haven't sent. Anything yetBusiness response
08/03/2021
The Office of the Comptroller of the Currency (OCC) is the primary regulator for NBT Bank. We will follow our customary process for responding to customer complaint situations within the supervisory expectations of 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 607-875-4413 if you have any further questions regarding this request.
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Customer Complaints Summary
44 total complaints in the last 3 years.
15 complaints closed in the last 12 months.