Business Profile
Bank
NBT BankHeadquarters
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Complaint Details
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Initial Complaint
08/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 scamBusiness response
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 DepartmentInitial Complaint
08/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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 DepartmentInitial Complaint
08/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
****** ***** 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 themselvesBusiness response
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
07/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 13815Initial Complaint
04/29/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 13815Initial Complaint
04/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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 mgrBusiness 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 13815Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Stephen H*** with NBT bank was contacted on February 14th 2024 and was sent a copy of the police report in regards to the stolen Camry and Stephen also stated once he receives the copy that it would bring the account current on the Camry. Margueite W***** with NBT Bank was also sent a copy of the police report on March 15th, 2024 and March 18th, 2024 in regards to the stolen Camry. Each time I submit documentation to this bank they transfer me over to a different person who request the same documentation all over again. Rhonda contacted me on April 5th, 2024 being rude stating that the car cannot stay missing forever instead of communicating with her coworkers in regards to the documentation that was submitted to the bank from the Rochester Police Dep***ment. I contacted Rhonda on April 11th,2024 in regards to sending recovery to people houses at 2:00 am and about the documents that was submitted and was hung up on by Rhonda and that is unacceptable and very disturbing. I am so sick of these companies in Rochester NY passing the buck and not following protocol violating the consumers rights time and time again instead of doing their job. These companies will never change because they know that no one will hold them accountable for their behavior and the citizens in Rochester NY will always suffer from these companies until they are held accountable.Business response
04/12/2024
April 12, 2024
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,
Krystle S*******
Krystle S*******
Compliance Specialist
NBT Bank – Compliance Dep***ment
52 Broad Street Norwich, NY 13815
ks*******@nbtbank.comInitial Complaint
03/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 13815Customer 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
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have accounts with NBT and a Mortgage - in 2019 we had to go through a modification due to financial difficulties (and they considered it in foreclosure) - it has been modified and is up to date. They disconnected the mortgage from our account online and we are unable to track payments and such digitally. They are saying it was flagged and they cannot unflag or reconnect it online. This wouldn't bother me so much except it feels like they are making it more difficult for us. In Jan I actually ended up paying the wrong amount because it changed and I was unaware. Their answer is to make payments to the acct. But I can't see them hit the acct unless I wait for a paper statement. Which comes some months and doesn't others. I feel like I would be more able to pay more on my mortgage if I could pay attention and watch the payments hit. It is the way I work with all of my other accounts as well. Not having access for the next 10+ years (I don't even know how long I have left, because I can't see it!) Seems silly. I don't understand why it cannot be reconnected. I would just ask that they reconnect it or give better reasoning than 5 years ago you messed up and we can't do anything about it unless you pay it off or refinance somewhere else. I have included the conversations had through the app. They did call and talk to my husband on the phone as well and basically tell him it was out of his control. I just feel like this isn't helping customers it is hindering them, and making it more difficult to stay on trackBusiness response
03/14/2024
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 Department** ***** ****** ******** ** ***** *********************Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am a customer for over 25 years. I have always been able to reach customer service when I called Suddenly I get a voice prompt and need to get a return call. When I do get a call back, I sit on hold waiting for the NBT representative to answer THE CALL NBT PLACED TO ME!!! Yesterday NBT didn't bother calling back. What us going on? Should I find another bank?Business response
03/01/2024
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 ************** ext. *****, if you have any further questions regarding this request. Sincerely, Krystle S*******Krystle S*******Compliance Specialist NBT Bank – Compliance Department ** ***** ****** ******** ** ***** *********************
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Customer Complaints Summary
39 total complaints in the last 3 years.
12 complaints closed in the last 12 months.
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