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FAQ

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General Banking Questions

What is the difference between my "Current Balance" and my "Available Balance"?

Your "Current Balance," also known as ledger balance, is your beginning-of-the-day balance and includes transactions that may have not have fully cleared. Your "Available Balance" is the amount that is available for withdrawal. To avoid overdrawing your account, you should use the Available Balance.

Note: If you have NBT Bank's Chek-Gard overdraft protection for your checking account, your Available Balance includes any available overdraft-protection funds.

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What is my check transit/routing number?

If you are reordering checks, setting up a direct deposit or automatic payment or preparing a wire transfer, you will likely be asked to provide an "ABA number" (ABA stands for American Bankers Association). ABA numbers expedite the processing of debits and credits between financial institutions. If you are reordering checks, refer to the bottom of one of your current checks. The routing number will be the nine-digit number in the bottom left-hand corner of the check. If you are trying to set up a direct deposit or automatic payment or are preparing a wire transfer, you should use the ABA routing number for NBT Bank: 021303618.

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When are funds available after I make a deposit?

Cash deposits, electronic direct deposits, wire transfers, official "on us" checks, money orders and redeemed savings bonds are all available the same business day as the deposit. An on-us check is a depositor's check that is presented for payment at the same financial institution that carries the account on which the check is written (in our case, that would be an NBT Bank check).

Local and on-us checks will be made available the business day following the transaction. For a deposit made from a nonlocal bank, an aggregate of $300 will be made available the business day following the deposit and the remainder will be available on the second business day.

Note: In some cases, we will not make the funds that you deposit by check available to you. If we are not going to make the funds from your deposit available, we will notify you at the time you make your deposit. If you are a new customer, special rules may apply during the first 30 days your account is open. For example, funds from the deposit of local and nonlocal checks will generally be available on the ninth business day.

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How do I order more checks?

There are several ways to order additional checks:

  • Call our automated voice response unit at 1-800-628-2265 and select Option 6
  • Log in to NBT Online Banker, click "Other Services" and then click "Reorder Checks"
  • Speak with a teller or customer service representative at your local branch
  • Contact our Call Center at 1-800-628-2265
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How do I request a new NBT Banker Cash and Check Card?

You can request a new NBT Banker Cash and Check Card by filling out an application at your local branch or by contacting our Call Center at 1-800-628-2265 to have an application sent to you. After your application is approved, your new card and personal identification number (PIN) will be sent to you in separate mailings.

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What if I forget or want to change the PIN for my NBT Banker Cash and Check Card?

If you forget your PIN or want to change it, you can create a new PIN by taking your card to any of our branch locations and speaking with a customer service representative. If you need to have a new PIN mailer sent to you, contact our Call Center at 1-800-628-2265 to order one.

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When will I receive my NBT Banker Cash and Check Card?

You should receive your NBT Banker Cash and Check Card within seven to ten business days from the date you placed your order.

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What is the limit on my NBT Banker Cash and Check Card?

The daily limit is $600 for an NBT Banker Cash and Check Card when a PIN is used. If you select the credit card option and sign for a purchase, you can make purchases that total up to $10,000 of your available balance. (Note: The limit for an NBT Banker Business Check Card is set during the application process.)

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What causes a pending transaction or authorization on my account to be different from my

Merchants can place holds on debit card accounts to protect themselves against fraud, error or loss. For example, a hotel may put a hold on a certain amount when you use a debit card to reserve a room. You will not have access to that amount until the hold is removed.

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What should I do if I see an error in my account history or suspect an unauthorized transfer?

If your statement shows transfers that you did not make with your NBT Banker Cash and Check Card and/or code, tell us at once. Telephoning is the best way of keeping your possible losses down. We must hear from you no later than 60 days after we sent you the first statement on which the error or problem appeared. You can contact your local branch or our Call Center at 1-800-628-2265.

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What should I do if my NBT Banker Cash and Check Card is lost or stolen?

If you believe your NBT Banker Cash and Check Card and/or code has been lost or stolen or that someone has transferred or may transfer money from your account without your permission, you can contact your local branch or our Call Center at 1-800-628-2265. If your card is lost or stolen after our normal business hours, call 1-800-628-2265 and select Option 2 for our automated NBT Banker Line. Then press "1" and then "2" to report a lost or stolen card.

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What should I do if I want to use my debit card internationally?

Please notify your local branch or our Call Center at 1-800-628-2265 and provide the name of the country you will be traveling to and the dates you will be traveling. This will alert us to debit card activity that might otherwise appear as suspicious or fraudulent.

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How do I access my bank account over the phone?

Dial 1-800-628-2265 and select Option 2 for our automated NBT Banker Line. Then, press "1" and then "1" again for AUTOMATED BANKING SERVICES. After this, follow the prompts for entering your Social Security number and PIN.

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What do I use as my PIN for the phone system and what do I do if I forget my PIN?

Your PIN for the NBT Banker Line is a four-digit number that you select the first time you call (this number cannot contain the last four digits of your Social Security number). If you forget your PIN, contact our Call Center at 1-800-628-2265 and the PIN will be reset.

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How do I find out if a specific check has cleared?

After entering your Social Security number and your PIN on the NBT Banker Line, select Option 1 for CHECKING or Option 2 for SAVINGS. Next, press "3" to search by SPECIFIC TRANSACTION. After this, press "1" to search by CHECK NUMBER.

If you do not locate the check by its check number—and your balance indicates the item has cleared—you can search by the specific dollar amount of the check. Select Option 3 to search by SPECIFIC TRANSACTION. After this, press "2" to search by SPECIFIC WITHDRAWAL AMOUNT.

Note: If your check was processed electronically, you will need to search by the specific dollar amount of that check.

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How can I do a phone transfer?

After entering your Social Security number and PIN on the NBT Banker Line, select Option 5 for TRANSFERS. The system will ask you for the "from" account number, the "to" account number and the transfer amount. When the transfer is completed, the system will provide confirmation.

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How do I contact your Call Center?

You can speak with one of our Call Center representatives by calling 1-800-628-2265 (1-800-NBT-BANK) and pressing zero ("0") or staying on the line. Our Call Center is open from 7 a.m. to 7 p.m. Monday through Friday and from 9 a.m. to 12 p.m. on Saturday (excluding federal holidays).

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