------
------
header

FAQs

header
General Banking   Online Banking   Personal Loan Payments

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.

Top

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.

Top

When are funds available after I make a deposit?

Same-Day Availability
Funds from electronic direct deposits, wire transfers and the following deposits if made in person to one of our employees will be available on the day of deposit: cash, on-us official checks and on-us money orders.
 

Next-Day Availability
Funds from the following deposits are available to you on the first business day after the banking day of your deposit if you make the deposit in person to one of our employees and the checks are payable to you: U.S. Treasury checks; Federal Reserve Bank checks; Federal Home Loan Bank checks; U.S. Postal money orders; state and local government checks; cashier’s, certified and teller’s checks; checks drawn on NBT Bank and checks drawn on all other U. S. banks.

Top

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
Top

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.

Top

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.

Top

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.

Top

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.)

Top

What causes a pending transaction or authorization on my account to be different from my actual purchase amount?

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.

Top

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.

Top

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.

Top

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.

Top

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.

Top

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.

Top

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.

Top

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.

Top

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).

Top