Complaints

This profile includes complaints for Trustco Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trustco Bank

  5 Sarnowski Dr Glenville, NY 12302-3503

• 

  Trustco Bank

  Sheridan Plaza Schenectady, NY 12305

• 

  Trustco Bank

  602 Troy Schenectady Rd. Latham, NY 12110

• 

  Trustco Bank

  9 Price Chopper Plaza Mechanicville, NY 12118

• 

  Trustco Bank

  167 Delaware Ave. Delmar, NY 12054

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am writing to file a formal complaint about the improper handling of my personal account, ********, which I have been unable to close for nearly two years. Business Account and Debt: I had a business account that was closed nearly two years ago. The debt was sold to a collections company, and I was told that my personal account was being kept open to offset that debt. This is illegal, as no legal judgment has been issued to take such action. ***** Payments: My ***** number ********** was linked to my personal account. Recently, my son's mother accidentally sent $200 for rent to my *****, which went into this closed account. I went to the bank to withdraw the money and close the account but was told that the account would remain open again 400 was sent month later by ,mistake and now they want to keep the funds on hold as u can see my in documents the fund are available in my account they sent these statements monthly Inability to Close the Account: When I requested to close my account, I was told that I needed to go to the branch where I opened the account. I did so, but I was told they were keeping my funds due to the business account debt. I was also informed that my number couldn’t be removed from *****, which led to further confusion. Bank's Misleading Information: I was told the account would be closed, but it remained open. I sent $1 to confirm that the account was still active, and I received a message confirming the transaction went through. I am requesting the immediate closure of my account and the release of all funds. It is illegal for TrustCo to withhold funds or refuse to close my account without proper legal action. Please resolve this matter promptly.

  Business Response

  Date: 03/18/2025

  Good Afternoon, Please see the attached correspondence sent to the consumer.  Thank You  Dear ******* *****, We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank account.  We reviewed your account, and the hold has been removed.  The $400.00 funds are available for your use, and your account can be closed.  We trust this answers your complaint.  Very truly yours, Michael E**** Senior Vice President 

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustco owes me $200/. In November, I opened an account and their promotion was to deposit $500 to get 200. The fine print clearly states that "The Direct Deposit should occur within 60 days". It says Direct Deposit. NOT Direct DEPOSITS. This is very misleading, and apparently it had to be reocurring or in other words 2 or more. Other banks clearly state this better, citizens bank as an example states you have to deposit a certain amount for 3 consecutive months. The wording utilized by TrustCo made it seem like it was just ONE direct deposit. Additionally, I called at the end of december and they had told me I had met the requirements and I just had to wait until the promo bonus was paid out. They did not say I had to do another deposit. Please make this right and pay me the bonus.

  Business Response

  Date: 02/25/2025

  Dear ****** ** ** **** ****, We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank account. Upon reviewing your complaint, we found that our promotion clearly stated the requirement for the recurring direct deposit to qualify for the $200 bonus.  The promotion stated "Direct Deposit must be the entire amount from a recurring Payroll, Social Security, and/or Pension (minimum of $500.00 monthly Direct Deposit.)." We have reviewed your account, and noticed one $500.00 deposit made on December 13, 2024.  However, no other deposits meeting the criteria have been made since then.  Accordingly, your account did not meet the necessary criteria to receive the aforementioned bonus.   We trust this answers your complaint and consider the matter closed. Very truly yours, Michael *. E**** Senior Vice President

  Customer Answer

  Date: 02/25/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The letter exactly states my argument. "Direct Deposit must be the entire amount from a recurring Payroll... etc etc. It does not say "Direct DEPOSITS. Direct Deposits would imply its plural. Direct Deposit implies it is SINGULAR. And when it says a minimum of 500 monthly - it also does not say it has to be for "x" amount of consecutive months. The verbiage is not clear.  Other banks with similar requirements actually state clearly it has to be a minimum of "x" amount for "x" months. They also state direct deposits (plural) not direct deposit (singular)  Regards,  ****** ** ** **** ****

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a deposit on 2/1/2025. I am a federal postal employee and they are holding my paycheck for 7 days. The deposit was $1736. I was told they cashed it and now I have a negative balance.

  Business Response

  Date: 02/06/2025

  Dear ***** *******, We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank account.   When you opened your account on February 1, 2025, and deposited the check, our branch personnel explained the special rules for new accounts.  This information was also disclosed in the Account Opening Disclosure, which states that deposits of federal checks "will be available on the first business day after the day of your deposit, if the deposit meets certain conditions." We have confirmed that your check meets these required conditions, and the funds are now available for your use.  We hope this answers your complaint, and consider the matter closed. Very truly yours, Michael ** E**** Senior Vice President 

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around June of 2011, under the representation of my attorney went into a mortgage agreement with Trustco Bank. Under one month after closing, the security instrument (promissory note was securitized, the full amount of the price of the home was paid to the bank through my trust account (remedy under HJR 192). Trustco Bank proceeded to sell my house without my knowledge or consent to more than 20 international investors. When I could no longer pay the mortgage because my income was being sabotaged, Trustco Bank proceeded to foreclose without my consent using an afflicted corporation, and a bribed judge in partnership with the foreclosing company for judgment without trial (because I was requesting to see and authenticate the original promissory note l signed at closing). It was only my autograph on the mortgage/bond documents, Trustco bank did not sign which means they were not a party to the mortgage/bond contract. They repurchased my property after foreclosure. Under threats, duress, forced me out of my home. I left everything behind because I was being threatened by police officers that show up with gunfire arms. They have converted my property including all my possessions in the house, the house located on *** ******* ***** ***** ********** ** is renovated and listed for sale currently.

  Business Response

  Date: 04/12/2024

  We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank mortgage.  After reviewing your mortgage records, we found that they were signed by both you and an authorized representative from Trustco Bank. Furthermore, your loan documents clearly stated that failing to make monthly payments would constitute a default, and if it was not cured it could result in foreclosure proceedings against your property. Despite our attempts to collect payments from you, we did not receive any since November 2017. As a result, we initiated foreclosure proceedings according to applicable laws, and your property was sold at auction. If you left any personal property, it was held in a storage unit for 20 days for you to claim it. We refute your claims, which are unfounded, that the foreclosure was conducted by the use of illegal means. 

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been contacting the bank for over a year looking for solutions to remove my ex husbands name from my mortgage. Some bank representatives have been exceptional with the help and information they can provide. I have been on time with all mortgage payments and hold two mortgages with the bank - only one with a co-buyer. I have had been out of work for an extended period of time due to medical issues, returned, and was taken out again. The bank pushes refinancing as my only option which I’m not eligible due to work history- not credit, income, or equity. They don’t offer loan assumptions and I’ve requested a lender consent to amend the agreement. The bank doesn’t acknowledge the existence of this document and does not offer any solutions to assist. My ex has large debts creditors are going after him for. Our divorce decree states that this property and the equity belongs to me. The deed has been solely in my name for well over a year. The bank is only interested in a refinance and not finding a solution for the best interest of their customer to stay in my home with our children out of good faith while I’ve followed the agreement consistently since the date of entry of this agreement. I have had about $500k in mortgages with Trustco that I’ve paid on my own for 8 years and value my credit. My children and I can’t emotionally and financially afford to make another change while I’ve done everything I can to comply with the agreement I signed with the bank without the banks compliance and support to work with me.

  Business Response

  Date: 02/28/2024

  We acknowledge receipt of the complaint you filed with the Better Business Bureau (BBB) regarding your mortgage with Trustco Bank.  Unfortunately a "lender consent" is not a document or a process we provide for releasing a party from their contractual responsibilities in the mortgage agreement.  For those isntances we offered the option of applying for a Refinance of your existing mortgage.  If going forward you are interested in refinancing or need further clarification about any aspect of your mortgage agreement, please do not hesitate to contact us.  We will be happy to assist you.

  Customer Answer

  Date: 02/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I am requesting a copy of the agreement signed by both parties. The circumstances have changed since this agreement was put into place and the cobuyer has abandoned the property, is not on the deed, is not legally entitled to any equity, and is not legally responsible for payments to the property. Neither party is credit eligible to refinance the property. I’ve already explored the refinance options with the bank and am asking for another solution to keep my home in my name without causing any additional hardship and follow the court orders of removing the cobuyer.  Regards, ****** *******

  Business Response

  Date: 03/04/2024

  We acknowledge receipt of the second correspondence you filed with the Better Business Bureau (BBB) regarding your mortgage with Trustco Bank.  As we previously communicated, in order to release a party from their contractual responsibilities in the mortgage agreement, we offered the option of applying for a refinance of your existing mortgage.  Unfortunately, we do not ahve any other options to offer at this time.  We have sent you a copy of the mortgage document separately, please allow up to 10 days for it to arrive.  

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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