Personal Customer Assistance

We're here to help

We understand that the unprecedented nature of the COVID-19 Pandemic is causing unique challenges. Rest assured that we are determined to continue serving our customers and we are constantly evaluating ways to assist with solutions that address your individual financial situation.

We encourage you to avoid long wait times by using any of our multiple, self-service options, including our online and mobile banking. Enrolling is quick and easy, and using these services provides 24/7 access to your accounts while maintaining social distance which is so important at this time.

Economic Impact Payments

UPDATE:The IRS started mailing paper checks to qualifying individuals on Friday, April 24, 2020. Please use our Mobile Banking App to deposit your check from home. Or use one of our Deposit Automation ATMs.

Visit the IRS's "Get My Payment" tool to:

• Check your payment status
• Confirm your payment type: direct deposit or check
• Check your bank account information for direct deposit

Relief & Support

• We have temporarily increased daily limits for ATM withdrawals and mobile deposits.
• We are temporarily waiving the following: late fees on loans; excessive activity fees on savings and money market accounts; and penalties for early CD withdrawals up to $20,000.
• We are offering a Personal Relief Loan for customers who have been directly impacted by the COVID-19 pandemic and are in need of interim financial relief due to loss of income or other financial hardship. For more information, talk to your local NBT Banker or call 1-800-628-2265.
• If you are in need of payment assistance with your existing personal loan(s), please contact us at 1-800-628-2265 ext. 16709.

Start Banking from Home

• Enroll in online banking for 24/7 digital access to your accounts. We make mobile banking and one-time loan payments easy so you can bank on-the-go whenever, wherever.
• Open a checking account from home in minutes to monitor balances, transactions and sign-up for direct deposit of your paycheck. We make banking flexible and easy.