NBT Bank Utica St, Hamilton

4th year client here. I would've given the branch 5 stars if the following never happened. -- This is my second time having to re-issue a debit card at the branch. The first time, my replacement card was mistakenly sent to my foreign address, despite my mailing address being in Hamilton, NY. I was okay with that and didn't consider it worth complaining about, but that was part of the context. This time, I requested a replacement 14 days ago, and I had not received my card, so I made a call to see what was going on. When I asked the employee to make sure that the foreign-address mistake wasn't happening again, the employee sounded annoyed at me that after answering where the card went (till which everything is okay), she dropped a "thank you, bye bye" and hung up before I could've responded. I was going to ask whether it was possible to online banking as a temporary resort, but I figured that I should not bother. The employee's response made me wonder if I should have called at all, because it seemed that I wasted my time and offended people when I just wanted to know the status of my card. I tried to blame myself for losing a card in the first place, but it didn't feel like a 5-star experience.

I was impressed by the ability to resolve my new account setup issue and overall friendliness of the Hamilton branch. Keep up the good work!

Very patient and able to answer all types of questions. Great service.

Long lines. Must repeat instructions. ATM too far from window.

I have had bad banks this one is by far the Worst