Avoid at all costs. DON'T USE THEIR LOAN SERVICES. SHADY, SHADY, SHADY!!! We had a medical loan from this bank for expenses related to IVF from the financing company Springstone. (Springstone must sell the loans to NBT or outsource the collecting and managing to NBT.) Although the loan for for 3 years, we paid it off in 6 months. However, every dealing with them was a huge headache. From the beginning of the loan, they say they are sending a "coupon book" for us. Since we don't use them for regular banking because we don't live in the area, we don't really need "coupons" so when I didn't receive the coupon book, I didn't call to complain. Anyway, the first month comes and goes--no bill. I call to report that we never received a bill and they said I should use the "coupons." The coupons are actually the monthly bills that I should send in with my payment. But I never received the coupon book. So the woman (I spoke to three different people about this--same answers). They said I should have known a payment was due because I had taken out the loan regardless of not receiving the coupon book or any bill. So I still had to pay the late fee, even though they screwed up on their end by not sending out the bill/"coupon." ALSO, WHO CALLS A BILL A "COUPON"--a little dishonest, no? Later on, we were paying above and beyond the minimum payment. Say we owed $500 every month, we were paying $3000--$5000 at a time. When we sent in $3000, they decided just to apply it to the principle and not deduct the payment and interest due that month. So they charged us a late fee for not paying our bill. EVEN THOUGH WE HAD PAID $3000 THAT MONTH! Just today, we called to pay off the rest of the bill. So we called to find out what the total balance is. She told us that the balance today is different than the balance in 4 days because of interest. Fine. We can't guarantee when the payment is going to get there. So we suggested that we pay over what we this is the final payment and they return the remainder. So the woman says that THEY WOULD NOT RETURN THE REMAINDER IF WE OVERPAID ON THE LOAN. Then she said if we paid a little less--like if we a few cents or a few dollars short they "would call it even.' ?!!?!?!?!?!? WTF. 1) Keeping more money that we owe them is illegal I think. 2) I don't believe for a second that if we're off by even a couple cents that they would "call it even." They'd continue to charge us interest and they'd never tell us about it. In all of the months we've been paying more than necessary on our loan, we've NEVER received an updated statement on our loan. Please don't use any of the NBT banks. They have shady policies unlike any other financial company I've dealt with. And their customer services is terrible and unprofessional. read more