ComplaintsforTrustco Bank

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bank account closed on March 1st and still no refund check ? Plus no one can explain why or where it went ?? No break down on what was paid and return the difference. I read the reviews on this subject. Multiple complaints about this . Close your checking account and not pay you difference in a refund. That just wrong they can legally do this .

  Business response

  04/03/2024

  
  Dear ***** ********,
  We acknowledge receipt of the complaint you filed with The Better Business Bureau
  (BBB) regarding your Trustco Bank accounts.
  Upon reviewing your account details and the conversation you had with our
  employee on April 2, 2024, you confirmed that you did not receive the check for the
  remaining balance on your accounts that was sent on March 6, 2024. Following your
  conversation with our employee, we updated the address on your account and sent a
  new check for $880.54 on April 3, 2024, along with statements containing all the
  necessary information to help you understand the remaining balance on your
  accounts.
  Should you have any further questions or concerns, please do not hesitate to contact
  us at ***** ****** ***
  Very truly yours,
  Michael E*****
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM A LONG TIME CUSTOMER. I HAD A DISPUTE, AND IT HAS BEEN FILED. I ALSO FILED A COMPLAINT, BECAUSE I AM NOT SATISFIED WIT THE WAY MY ACCOUNT WAS HANDLED. I WAS TOLD THAT I WOULD GET A CALL BACK FROM THE COMPLAINT DEPT. AFTER WAITING ALL DAY, I CALLED AT 430 TO SEE WHAT WAS UP. I WAS THEN TOLD THAT IT WOULD BE 2-3 DAYS BEFORE I GET A CALL BACK. I HAVE BEEN LOCKED OUT OF MY ACCOUNT BYN THE BRANCH MANAGER, WHO TOLD ME THAT MY ACCOUNT WAS HACKED, NOT MY DEBIT CARD. I WAS TOLD TODAY THAT IT WAS MY DEBITCARD, AND NOT MY ACCOUNT, WHICH I HAVE HAD FOR YEARS, AND MY ACCOUNT WAS FLAGGED WITH A SECURITY 3, WHATEVER THAT IS. I DID NOT WANT MY INTEREST CHECKING ACCOUNT CANCELLED, BUT I WAS TOLD THE WRONG INFORMATION. i WANT MY INTEREST CHECKING ACCOUNT TO BE RESTORED. NOW FOR THE BEST PART. I WAS ON THE PHONE WITH CUSTOMER SERVICE, ASKED TO SPEAK TO A SUPERVISOR AT 4:40 PM, AND WAS TOLD THE THE SUPERVISOR RELAYED TO ME THAT MY COMPLAINT WAS ALREADY FILED, AND SHE WAS LEAVING FOR THE DAY. REALLY!!!!! YOUR SUPERVISOR DIDNT HAVE THE TIME TO SPEAK TO A CUSTOMER THAT JUST WANTED HELP?????? I THOUGHT THAT WAS HER JOB!!!!!!!!! THEN I CALL BACK, AND GET A MACHINE, BUT WHEN I CALLED BACK ON MY WIFES PHONE, I GOT AN ANSWER, THEN HUNG UP ON, AND BACK TO MACHINE. I WILL NOT GO AWAY. I WILL CALL THE BBB, THE FEDERAL GOVERNMENT, AND ALL OF THE NEWS OUTLETS THAT I CAN FIND. YOU CANNOT TREAT PEOPLE THIS WAY. PLEASE FORWARD THIS TO HIGHER UP MAMAGEMENT, BECAUSE I HAVE COPIED IT, AND AM PASTING ALL OVER THE INTERNET! YOUR CUSTOMER SERVICE PEOPLE DISRESPECTED ME. I DONT TOLERATE THAT HAVE A BLESSED WEEKEND

  Business response

  12/11/2023

  We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank account.  After conducting an investigation, we have refunded your account for the unauthorized transactions.  The refund amount is $99.97 and it was made on December 5, 2023.  Our Branch Manager will contact you to provide further details about your account status.  We apologize for any inconvenience you may have experienced during your recent interaction with our team.  Please know that we value your feedback and are dedicated to providing our customers with exceptional serivce.  We hope that this response has addressed your concerns and that you consider the matter closed.  Very truly yours, Michael E**** Senior Vice President

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deposited a Canadian Check $4281.93 to my Trustco personal checking on 6/8/2023. Trustco waited 41 days to US MAIL my check to **** ****** for processing. I had no idea they would use the US Mail in this day or electronic banking, nor be so slow to act. It is now 11/27/2023...nearly 6 months later. Trustco is NOT assisting in anyway to track or find my check. I am their customer and they are taking no responsibility to even contact **** ******. With the current high interest I am losing money daily, They don't seem to care, even though their bank took responsibility to cash my check and are now not attempting a resolution, other than telling me to wait. I've waited 6 months.

  Business response

  12/12/2023

  We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding the check deposit into your Trustco Bank account.  Unfortunately despite our repeated attempts to contact the financial institution responsible for issuing the check, we have been unsuccessful in collecting the funds.  Please know that we have taken all possible steps to resolve this matter but unfortunately, we have hit a dead end.  We suggest that you directly reach out to the sender of the check to explore alternative options to obtain the funds.  We apologize for any inconvenience caused and hope for a prompt resolution.  Very Truly Yours, Michael E****.  Senior Vice President

  Customer response

  01/16/2024

  \ I have reviewed the response made by the business in reference to complaint ID 20921795, and have determined that this does not resolve my complaint.  Mr. *****, a Senior Vice President of Trustco, responded to my letter complaining that Trustco was not able to cash a check for 6 months and withheld my funds the entire time.  He claims that Trustco performed “repeated attempts to contact the financial institution responsible for issuing the check.”  This is not true. I dealt directly for many months with the branch manager, Dominick D*********. He told me that after Trustco took 41 days to US Mail (!) my check they do not have any contacts with **** ****** **** and I should take action myself. Responsibility for tracking a check that Trustco held, was placed on me. Despite my numerous complaints that it is indeed, Trustco’s responsibility, he was firm that “his hands were tied” as another bank had the check.  I then escalated my problem to as many Trustco Senior VP’s as I could find. A J***** *****, Executive Branch Management, reached out to me. He let me know that Trustco, a regional bank, isn’t a good place to cash a Canadian check. He also agreed that 6 months is way too long and it might be a good idea for the tellers to let customers know this. Of course, no such thing occurred when I made my deposit. He then gave me his direct line and said he would stay with me until the check was cashed, which most likely would be soon.  Well, it wasn’t soon and the check was never cashed. My subsequent pleas for him to contact **** ****** through the banking network were not followed up on. He mused that perhaps he could find a **** ****** contact on Linked In! Can you imagine that, Linked In? This is a bank manager. I continued to follow up with him, but after a few weeks he would not take my calls and he never bothered to call me again.  So, Mr. *****, Trustco never performed “repeated attempts to contact the financial institution responsible for issuing the check”.   Trustco also never successfully cashed the check. Trustco does not use any electronic banking system to cash one’s checks. Trustco puts checks in the U.S. Mail.  Trustco does not have the ability to contact another bank on a customer’s behalf. Trustco does not contact their customers who have issues with their service; they do not take action or responsibility when they fail the simplest of all banking tasks: Cash a Check. They do, however, deny and make false claims. Maybe they should just solve the problem. It’s really not that hard, Mr. *****. My advice: Switch to a bank that knows how to cash a check.  Regards,  **** *******

  Business response

  01/18/2024

  We acknowledge receipt of the second correspondence you filed with The Better Business Bureau (BBB) regarding the check deposit into your Trustco Bank account.  As we stated in our previous response, we have made several attempts to contact the financial institution that issued the check, but we have been unable to collect the funds.  Our stance remains unchanged: the best course of action for you is to contact the sender of the check and explore alternative methods to obtain the funds.  Very Truly Yours, Michael E****.  Senior Vice President.  

  Customer response

  01/22/2024

  Mr. ***** from Trustco has made no change in his response and instead repeated his claim:  “We have made several attempts to contact the financial institution that issued the check” I would ask him to respond with dates and personnel who he claims made “several attempts”.  In my complaint I provided specific Trustco employee names and dates when I attempted to contact Trustco to locate and cash my deposit. Mr. ***** provided nothing, just a corporate “claim’’ they made several attempts. In addition, not once did Trustco contact me. Not once did the branch manager or the Executive Branch Manager ever call me to let me know they made “several attempts” to contact **** ******. They told me instead that I should call **** ****** as “it is out of their hands”. I don’t believe Trustco can verify their attempts, as they didn’t occur.  They also never apologized, offered any compensation, or admitted they could have done better. Their check handling is antiquated and their customer service is poor. Read the many other Trustco complaints on BBB and ****, and use another bank.  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/14/2023 I had a ***** charge in New York City for $75. I was working in Albany NY that day. Subsequently I over drafted and was charged $36 9/19/2023, then again for account collection on 9/22/2023 for another $25. I went to my local Trustco bank where the manager told me this would be refunded in a few weeks. I went back several times and he told me I had not waited long enough and it was in process. Now that the 60 days has expired I cant contest this.. I feel this was done intentionally as I tried to get this refunded several times. I would like Truscto to refund me a total of $136.00 I had to deposit more money and borrow it so I didn't keep getting false fees from Truscto, The customer service has been terrible and this has wasted a lot of my time. Please help me.

  Business response

  11/21/2023

  We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank account.  Upon review, we discovered that there was an error on the initial dispute form, which caused delays in the investigation. As a result, a provisional refund of $136.00 has been credited to your account as of November 17, 2023, while we continue to investigate the matter. You should expect to receive a detailed letter with more information about your dispute in the next few days.  We apologize for the inconvenience this caused you and we look forward in resolving the matter.  Very truly yours, Michael ** ***** Senior Vice President  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was overdrawn last week by five separate charges and was charged $36 per charge and everything was returned back to the purchaser i.e. the charges… Account was made good and then the attempt of those charges came back out and I was also charged the $36 two more times… As a loyal member of his bank, I put tens of thousands of dollars through this bank each year with an annuity . This is basically taking over and over when you see the account is in negative standing. And when i go to speak a manager they are always unavailable and have to email the branch manager, which quite frankly is embarrassing over and over. I was already charged the over draft fee , so I’m double charged .

  Business response

  11/02/2023

  We acknowledge receipt of the complaint you filed with The  Better Business Bureau (BBB) regarding the overdraft charges made to your Trustco Bank account.  As stated in the account opening disclosures provided to you when you opened your account, it was disclosed that a fee would be charged "each time we pay or return as unpaid an overdraft."  Upon reviewing your account, we note the five overdrafts that you acknowledge in your complaint.  We also note that items were represented, which resulted in additional fees.  Your complaint states this happened twice, but it appears that it happened four times.   Nonetheless, while the fees were validly charged to your account, as a one-time courtesy, we took the initiative to refund you four overdraft fees in the total amount of $144.00 on November 2nd, 2023.  We look forward to continuing to assist you with your banking needs and trust this responds to your complaint and consider the matter closed.  Very truly yours, Michael E**** Senior Vice President 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 9/11 I became aware that $3,500 was missing from my checking acct. & notified Trustco's customer service. 9/12 met with Mr. M***** @ **** **** *********** ****, Latham. It appeared that a mailed bill payment by check had been stolen on 8/15 from a **** standalone mailbox .Everything on the check had been erased & the forged check resembled nothing that I have written in >25 years as a Trustco customer. I filed a police report & an Affidavit of Forged Instrument which I gave to Mr. M***** on 9/12. He filed a fraud report. I asked that my money be put back into my account & was told the bank had 45 days for the investigation. It should be noted that another Trustco customer filed a police report the same day victimized by the same person for the same amount & also stolen from a mailbox on 8/15 (noted in my police report), which I told Mr. M*****. On 10/2 Mr. M***** called a Chris who repeated the mid November timeline & that there were more than 2 victims of same thief.. I was swindled out of $3.5K by a thief and now feel like I'm being victimized again by the bank. The theft of funds is not my fault but the bank's for not performing due diligence in monitoring checks that it cashes on deposits from mobile banking apps. Software for this is available so why was such a crude forgery allowed to go thru or worse, ignored. I want Trustco bank to reinstate my funds as there was no fault on my part & any further investigation is between Trustco, ******* ****, the police & the thief. I've been repeatedly told that I have to wait until 45 working days. Why? The Fraud department already knows that there is someone stealing checks & depositing them with a mobile app.

  Business response

  10/19/2023

  We acknowledge the complaint you filed with Better Business Bureau (BBB) regarding the missing funds from your Trustco Bank account.  As part of our commitment to ensuring the security of our customer's accounts, a thorough 45 day investigation is conducted when receiving a fraud claim.  This comprehensive process is designed to provide the best possible resolution to our valued customers and prevent any future occurrences of similar fraudulent claims.   After careful review of the available information and in accordance with our policies, we have determined that a refund in the amount of $3,500 is warranted.  This refund has been credited to your account as of October 18, 2023.  We look forward to continuing to assist you with your banking needs.  Very truly yours, Michael ** ****l Senior Vice President

  Customer response

  10/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards,  ***** ********

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  August 6th, 2023 I received an automated phone call from “Trustco Bank” stating that my checking account was compromised and to say or enter my account number, which I unfortunately did, but when the voice stated to say or enter my PIN #, I hung up. August 7th, I received an email stating that I opened a “******* ***” account and it stated that if I didn’t to contact my bank. I did and placed a block to my account and a new banker card came days later. I checked my bank account online a couple days later, and 2 duplicate charges for $207.95 were made to my account from a ******* Store in ***** ****** **. I live 3 hours from this store and in another state. I was in Washington DC on the date of the charges on August 7, 2023. I contacted my local Trustco bank in Albany and discussed my issue with Damire N*****, the assistant manager. He informed me that the charges were made 5 seconds apart. He started a fraud claim. He informed me days later that the “back office” stated that transactions must have been from me or someone that I gave access to because a PIN was used. I deny this assertion. Why would I make duplicate charges 5 mins apart? I made a police report as suggested and submitted all information asked of me by Trustco and I contacted ******* office of the president, Annette G***. I was informed that they would cooperate/investigate when my bank worked with the police/authorities on my report and go forward with contact from Trustco, with a fraud claim. Over the course of time, two months, I assumed Trustco was working on my behalf. Then Damire N***** informed me that ******* must have an “error in their system” and to work with them directly. Again, ******* will go forward once they are contacted by my bank. It appears that my bank has not thoroughly investigated or contacted *******. Also a note of information: I have an ***** *****/products and I have a history of charges recorded on my banker statements. These fraud charges were for ******* *** account for which I don’t use ******* products, nor did I open an account. I am looking to have a total of $415.90 credited to my account by my bank.

  Business response

  09/29/2023

  We acknowledge receipt of the complaint you filed with the Better Business Bureau (BBB) regarding changes made to your Trustco Bank debit card.  With the documents provided along with this complaint,  we conducted an investigation and determined that a refund is appropriate.  A refund for $415.90 was made on September 27, 2023.  We look forward to continuing to assist you with your banking needs and trust this responds to your complaint.  Very truly yours, Michael J. E**** Senior Vice President

• Initial Complaint

  09/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on July 28th I requested copies of my bank statements from my local Trustco Bank in New City, NY. These statements where requested by court for a divorce. On August 4th I was charged $374.00 for those statements, I did not know about the charge and was shocked when I found out they had charged me without informing me and without me signing anything. I requested numerous times through the Manager (Peter) for a refund who insisted he would have it reversed. I called numerous times over the next few weeks with no result. On 9/12/23 Peter called and left as message that they are unable to refund the amount charged without my permission.

  Business response

  09/27/2023

  We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding the charges for copies of your bank statements.  We conducted an investigation, and upon your request for copies of statements from your Trustco Bank accounts, you were informed by our employee about the charges per statement and the hourly. Regrettably, we must clarify that the fees associated with providing copies of bank statements are non-refundable as they cover the administrative costs and resources required for document retrieval and processing. Therefore, a refund is not appropriate.  We trust this responds to the complaint and consider the matter closed. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8/14/2023 i tried depositing a foster care check made out to me and my wife. We have been fostering for over 2 years and get the same check every month and cash it at Trustco which we bank with. The rude ladies at the drive through asked me if i shared a joint account with my wife which i replied no because that has nothing to do with depositing our check. The one girl walked away to get another lady who stated "We don't cash checks with more than one name on it" i asked since when was that a thing because i deposited these checks all the time. she rudely replied because we don't and who ever does should be fired but we won't deposit this at all for you. I've been banking with them since the early 90's and this is by far the worst customer experience. Valid checks are supposed to be deposited despite your personal feeling of what you think is not a thing nor is part of any policy notice I've received stating such. This is not the first time i've had an issue with this particular bank in regards to transactions. They need staff who actually know the policy of the bank and are capable of doing their job correctly and stop inconveniencing legitimate bank goers.

  Business response

  08/17/2023

  Good Afternoon, We acknowledge receipt of the new correspondence you filed with The Better Business Bureau (BBB) regarding the deposit of your check into your Trustco Bank account.  Our bank has a comprehensive policy in place to ensure the security and accuracy of all check deposits. Specifically, when a check is made out to two individuals, we require that the account into which the deposit will be made is either under the name of both individuals listed on the check or that the second individual is present at the time of the deposit to obtain identification and able to endorse the check.  If  you want to deposit the check in your Trustco Bank account we will gladly assist you once the above requirements are met. We are constantly evaluating our policies to provide the best possible service to our customers, and your feedback is invaluable in this process. We apologize if this policy has caused any frustration or inconvenience to you. Thank You  

  Customer response

  08/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******** *****

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26, 2023 a Trustco bank customer issued a check to my husband in the amount of $600. i deposited the check via mobile deposit to my **** ** ******* account. i forgot to void the deposited check and my husband mistakenly deposited it into his account at ******* Trustco then pulled the $600 from the second deposit from my husbands account. I was advised by trustco that they then closed the matter and had it resolved on 7/13/23. Then, on 7/24/23 trustco bank then pulled another $600 from my account and crediting their customer twice for $600, giving them the transaction for free. This put me in the red, i am facing a hardship and have been unable to purchase food due to this. Trustco bank has stolen the money and agree that it should be credited back, but yet they are not doing so. it put my account hundreds of dollars negative. i have been on the phone with them for 3 days straight and just keep getting transferred around. please help i have been unable to purchase food for 4 days.

  Business response

  08/03/2023

  We acknowledge receipt of the complaint you filed with The Better Business Bureau(BBB) regarding the $600 funds. We conducted an investigation; however, for us to solve this inquiry, we need more information from you. One of our employees tried to reach you but was unable to make contact. Please contact us at ***** ******** to further assist and find a resolution to this matter. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩