Consumer complaint received 2024-02-12 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: NBT BANCORP INC.
State: FL

Complaint narrative:
On XX/XX/2024, a payment of {$340.00} was made by phone, as is done every single month, using the same bank account, as is done every single month, same exact payment method. NBT can check my payment history. We were provided with a confirmation number for this transaction. However, I received a notification, on Friday XX/XX/XXXX, by a completely different institution that my credit history was affected by XXXX points due to being reported by NBT Bank. Huge surprise! 

Despite having my email on record and using it every week to inform me about their NBT bank and company, I did not receive any communication from nbt regarding this issue. I did not receive a call either. Why was I not notified about this problem via email or phone call? Why was I reported instead of being informed about the issue? Furthermore, why was there an error this time, especially when the payment was made by phone as usual? When we contacted the NBT bank on XX/XX/XXXX, they asked us to provide the last 4 digits of the bank account to make the payment that nbt had in their records, NBT has this payment information in their records as per their own agent. Now I know that they do not suppose to keep that kind of information. 

I believe I have the right to request a copy of the call recording from XX/XX/XXXX to understand why, despite making the payment and also receiving a confirmation number from NBT directly, my credit was reported negatively. And why if there was a problem I was not contacted by NBT bank. Why? This incident has caused serious damage to my credit history, and I am seeking a resolution to this matter. 

NBT failed to provide several services here, proper payment method, proper verification of payment, proper confirmation number of payment to customer, proper methods of communication to customer, and if they asked as they did for just the last for digits of the payment method they are keeping info that they are not supposed to be keeping, however, Im the one whos paying for NBTs several mistakes as my credit score was seriously damaged. If payment by phone cant be completed by nbt bank correctly they should communicate this to customers as after a payment by phone and a confirmation number customers trust and believe everything is well, no reason to believe otherwise. As a bank operating in the USA they should provide better services to clients specially better payment methods, a bank that cant guarantee a secure and accurate method of payment to clients cant be a serious financial institution. 

I need a solution as soon possible. Im not taking their word for it as nbts word does not have much value, they gave us a confirmation number that did not have any value, then I want now to hear the XX/XX/XXXX call. 

Attached you will find a copy of the call log, and also a copy of the confirmation number they provided on XX/XX/XXXX. 

I already called this and explained all this NBT, no solution. I want an explanation and my credit score points back. 

Thank you very much XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief