Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in reference to dispute #***** with NB Bank, a transaction in the amount of $65.00 posted to my checking account on 7/20/22. I had purchased an item through Facebook and this turned out to be fraudulent because the seller had no intention of shipping my items and, to date, I have not received the items paid for. I contacted Facebook originally to resolve this issue, and they could not help. I then contacted NBT Bank customer service on 7/23/22 to dispute this charge. I received a letter in the mail stating that there was no issues found with this transaction. I contacted NBT Bank customer service again on 8/5/22 to inquire, since this transaction is essentially fraud. I was told by Katherine Vail that "The dispute submitted does not qualify for a Visa chargeback: per visa rules and regulations, this a P2P/Account funding transaction where the merchant is responsible solely for the transfer of funds. If the cardholder sent funds in exchange for goods and/or services to be provided by the recipient, the dispute will need to be settled outside the Visa dispute process.". So, I then contacted Visa to inquire about these rules and was told directly by a Visa representative that NBT Bank has complete control over my debit card and that Visa does not determine whether or not the bank puts a chargeback on my account, and that it is at the sole discretion of the bank to do return my funds. I then notified Katherine Vail of this on 8/5/22, and have received no further replies or attempts to resolve this. I want NBT Bank to return the $65.00 to my account that I am owed.

  Business response

  08/16/2022

  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

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Re.: Complaint - Suspicion of Unlawful Practices Vehicle Repossession Bank: NBT Bank Bank Address: 49 South Broad Street, Norwich, NY Account Type: Vehicle Loan My Vehicle: 2016 **** ****** Titanium, was purchased at ....., ...., NY on 09/30/2017 A loan was Secured with NBT Bank, my personal financial institution at the time. At the beginning of 2021, in the middle of the Covid crisis and my first job loss, I requested a loan extension from NBT, but I never heard back from them. Instead, I started receiving a barrage of letters and calls about late payments. They came just about weekly noting a different amount owing each time. By the time October came around, I had suffered my second job loss of the year and I made a payment on the note with that final check. And no good deed goes unpunished. Afterwards, I received threats of repossession because I was now 2 payments behind? While trying to look for a new job, among other things, I did not have time to reconcile the account, but it didn't seem right. I felt sure it would get cleared away. Instead, the car was repossessed in December, 2021. I went outside and it was gone. I almost called the police but then tried NBT first. No response. Call again. No response. Call again. nothing. Left messages. Nothing. Emailed the person who is handling the account. No response. For a week. I ended up emailing the legal dept. asking for any response. I did not get notification of the whereabouts of my personal belongings until 6 days later - and ONLY because I called, emailed and hounded enough times that I finally could speak with the person on the account. I was told, finally, the name and phone # of the repo company and was told that the plates had been surrendered to the Syracuse DMV. Which was not so. And nearly cost me an insurance lapse. Add insult to injury, my credit is a disaster. There's so much more to this awful saga but space here is limited. But this just cannot be the appropriate and legal way to handle it.

  Business response

  08/01/2022

  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.

  This customer has already submitted a complaint through the CFPB which we are currently resolving.

  I can be contacted at ************ if you have any further questions regarding this request.

   

  Business response

  08/01/2022

  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.

  This customer has already submitted a complaint through the CFPB which we are currently resolving.

  I can be contacted at 607-337-6323 if you have any further questions regarding this request.

   

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  NBT bank put a lien on my house for a $53,000 loan for solar panels that I never asked for, all because they don't understand how a deed with life estate works. Unbeknownst to me, as I was visiting North Carolina at the time the Covid-19 pandemic struck and I was under doctor’s orders to quarantine in place and not travel, my adult son, ****** *******, while not the owner of the property, caused solar panels to be installed and financed through NBT Bank, acct # **********, in Dec 2021. Neither the solar panel installer nor this bank ever checked the real estate records or required proof that ****** ******* was in fact, the owner of the house and therefore legally authorized to contract and finance the installation of said solar panels. HE WAS NOT. My son committed suicide on 1/26/22 (before the first loan payment was even due.) I am a retired senior citizen living on social security and now in addition to dealing with the loss of my son I can't sell my house and get on with my life because NBT bank wants their money from me rather than from my son's estate. You would expect a big bank to know how to interpret a deed with life estate and know that although my son's name is listed as the grantee, my son retained the REMAINDER INTEREST i.e. a future interest in the property which does NOT come into being until the life estate holder (me, the grantor) passes away. Only then does he become the legal owner in fee simple absolute of the premises. Unfortunately, my son passed away first. His future interest in the property thereby passed to me, the grantor, by operation of law, making me the full owner of the property again. The ******* Lending Team is being totally unreasonable, telling me I have to take them to court (this after not wanting to talk to me and avoiding my calls and letter.) I am the 72 yr old owner of the property and never signed up for these solar panels so why is there a lien on my house - it has no basis and must be removed immediately.

  Business response

  05/27/2022

  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.  

  Customer response

  05/27/2022

  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.From what I read here the bank will not respond to the BBB and will only act on complaints filed with the Consumer Financial Protection Bureau (CFPB) and The Office of the Comptroller of the Currency (OCC), so I will now file my complaint with them as soon as I finish this reject offer notice. They have done nothing to remove the unjustified lien from my house. Regards, ****** *********  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a personal loan from NBT to pay for medical bill. The interest rate was really high but I had no choice at the time. I decided that I would pay it off early. They gave me a payoff that was incorrect and i still owed them 200. I then get a call from a representative saying you were 230 short on your payoff so I paid it. They reported it to by credit and damaged my credit. I specifically asked her if my crew would be affected and she said no. I tried calling and ask for help. I paid the loan 2 years early and did the right thing. She said no it’s not their fault. I really need this taken off my credit report. I was never late with them. This truly was an error.

  Business response

  03/10/2022

  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. 

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  NBT Bank through a Customer Service Representative named Hannah C****** wrongfully terminated my Credit-Debit Card for fraudulent fees put through on it by ******** through the actions of a former friend named ***** ****** who did this twice by getting her hands on to my Credit-Debit Card and using it to buy McDonalds and have it delivered by ******** on 2/11/22 these fees were placed through. On 3/2/22 another such fee had occurred, for Sarah lied to me after being caught the first time and had saved the Credit-Debit Card information as her payment source for ********. After discovering this through my online banking statement on 3/3/22 I reported it to the bank yet I have the card in my possession and this Hannah without listening whatsoever to the true issue at hand wrongfully terminated my credit-debit card. Once telling the full facts to her she still didn’t listen and neither does any of the other Customer Service Representatives at NBT Bank. They all want to lie and say they can’t restore the card yet this I know is a big fat lie in their part for they restored my best friends card last year when he discovered that his ex-girlfriend was putting fees through apps using his card. He got his money back and the Bank restored his card to full functionality after all the apps using it had been terminated. The only app here is ******** and they have terminated ***** ******’s ******** account and issued refunds on the money taken for after they investigated the issue they confirmed ***** ****** was wrongfully using my card and thus violating their policies that resulted in her ******** account being terminated permanently removing my Credit-Debit Card from it. No one at NBT Bank is listening to this 100% major fact and still keeping my card terminated, they want to lie and say they can’t undo the termination since it was done overnight yet there is evidence that proves they can through many customers.

  Business response

  03/07/2022

  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.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I signed up for my original NBT account. I was told they do not charge an overdraft fee for any charges under $5. I was recently charged 2 $35 fees for a $4 charge and a .99C charge. This bank is money hungry and will charge us for absolutely anything even if it’s the creditors fault. These fees took my entire paycheck.

  Business response

  02/28/2022

  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 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 607-875-4413 if you have any further questions regarding this request.

   

*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. ↩