NBT Bank in Hamilton, NY

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!

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.