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:10/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 9/11 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

  Date: 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 Answer

  Date: 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

  Date:09/27/2023

  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.

  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

  Date: 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

  Date:09/19/2023

  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 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

  Date: 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

  Date:08/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date:07/28/2023

  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.

  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

  Date: 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. 

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The bank was affected by a huge skimming problem. Many customers had $500 atm withdrawals made this morning showing up as pending charges. When calling the bank they informed us that they were the target of a massive skimming attack. Regardless…they are t requiring every victim to come into the bank to file a dispute. They are not putting the $500 back immediately…despite a massive security breach on their end. We have a very busy day and a complete hassle to go to a branch to fill out paperwork due to their lack of security. It is also unreasonable for them to keep our money while they sort out THEIR problem. I have been on the phone with Trustco three times this morning to rectify this. They still require each affected customer to come in and complete paperwork. I am now sitting and waiting to do this, as there were three people ahead of me waiting to do the same. This is not the customer’s fault…yet we are paying the price. I’m out my time, money and now must wait for a new debit card and to hopefully see my $500 again in less than the 10 days they told me it will take. I am a teacher without pay and this is a significant problem.

  Business Response

  Date: 07/12/2023

  We acknowledge receipt of the complaint you filed with The Better Business Bureau
  (BBB) regarding your Trustco Bank debit card.
  Trustco Bank takes the security of our customer's accounts very seriously. Your
  account was credited $500.00 on July 10, 2023. We also issued a new debit card for
  your account that you should receive shortly.
  We appreciate the opportunity to address this concern, and we look fotward to
  assisting you with your banking needs in the future.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  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

  Date:06/28/2023

  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 Originally went into a trustco branch on Saratoga rd on the 15th of June to deposit money change address and request new debit card. The canceled debit was put into their system. However on the 20 to 27th of same month my card encured charges in the amount of 609 dollars plus change. I called on the 24th as a routine check as I was getting to pay rent. Noticed my first 318 was dropped down to 10. Filed a dispute and was told I would get provisional credits in 7 to 10 business days. I found out another deposit of 301 was put in card at a later point which was used to clear the fraudulent pending transactions. I went into the state street location on the 27th to double check the status, they threw out my dispute for a 48 hour rule because my call on 24th was beyond that I'm assuming however I already as the dispute agen on phone with branch employee stated I already canceled card on 15th. He was just as confused as I was. He Willie R*** talked to his supervisor and others got confirmation to refile dispute as all things pointed not only to the processes of bank being at fault but the actual charges were fraud obviously. I'm still with out the money I'm due and I'm afraid they will keep trying to push my dispute to the side. When all evidence and information in their systems in my possession all point towards this being easily resolved. I am not trying to complain with Willie R*** he was nothing but helpful and promised we would continue to push forward with these disputes. However he made me also get a new account and I'm worried on top now cause if the dispute was cleared where will the money taken from a terminated account go. I feel like I'm getting cornered and n*** help. This is a great deal of money and it was for rent for me an kids and I'm currently out of work on disability as well so this is very serious.

  Business Response

  Date: 07/17/2023

  Dear Mr. **** *****,  We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank debit card.  Please accept our apologies for the inconvenience. We investigated the matter and a refund for $609.67 was made to your account.  We trust this respond to the complaint and consider the matter closed.  Very truly yours,  Michael J. E****

• Initial Complaint

  Date:05/05/2023

  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 tried to activate my card through my bank after I had to call them and they said everything was fine but for past two checks I've been unable access money. I got the new card in mail, tried to activate didn't work they said because I used not the number on account I was locked out for an hour and told to try again at 754 pm today. I tried did as I was told the same issue occurred and I cannot access my money an I cannot activate and I'm trying to feed my kids I'm beyond mad I'm beyond frustrated, I've never had an issue of his magnitude in relation to simply activating a darn debit card. They were crass on phone and only told me I had to use automated line an that's only way I could activate card which I've never heard of before. I'm gonna delete account and go some where else but due to direct deposit I am stuck for a week and a half I need this looked into cause whatever they doing it ain't right, I just got paid and I followed all there steps and did what they asked for over 2 weeks now and I am still unable to really get to my money. Also my bank is on ******** Rd I think didn't see it in options. But I called number on card to activate in picture and number that is same on back of card ***********

  Business Response

  Date: 05/15/2023

  Good Morning, Please see the attached response sent to the consumer. Thank You   partially transcribed below.  See Full Business Response Attached: Dear Mr. **** *****, We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your Trustco Bank debit card. Since receiving the complaint, one of our employees contacted you and was able to update the necessary information to activate your card.  Please accept our apologies for the inconvenience.  We look forward to keep assisting you with your banking needs. Very truly yours,  Michael J. E**** Senior Vice President 

• Initial Complaint

  Date:05/02/2023

  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.

  I agreed to settle a debt of $7800.... for $5000 to the *** ******* ** ****** ****** I withdrew $5000 from my saving account and had Trustco issue me a cashiers check on 1/27/2023. I sent said check certified mail. On 2/21/23 the Law Office indicated that they had yet to receive said check. On 3/2/23 I went to Trustco bank and filed a stop payment request form. I was then informed that no one had yet to try a cash... said check. My money wasn't returned.... and not hearing from anyone, on 4/21/23 I went to Trustco on Madison Ave... Albany NY... and spoke to the branch manager D******. She was very nonchalant and basically blew me off. Due to the bank's inappropriate and lackadaisical actions... the Law Office withdrew the agreement of settling the debt at a lower cost. And as of today... 5/2/23... I have yet to hear from anyone at Trustco bank. And my money had yet to be returned.

  Business Response

  Date: 05/15/2023

  Good Morning,  Please see the attached response sent to the consumer.  Thank You  Dear Mr. ******** ****, We acknowledge receipt of the complaint you filed with The Better Business Bureau (BBB) regarding your cashier's check.  As disclosed on the "Lost Check Affidavit and Hold Harmless Agreement" signed by you, before we can issue a refund or a new check, you must deliver to Trustco Bank an indemnity bond naming Trustco as the payee.  We have yet to receive the indemnity bond. Once you have obtained the Indemnity Bond, please visit your nearest Trustco Bank branch, and we can further assist you.  Very truly yours, Michael J. E**** Senior Vice President 

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******** **** I don't understand why my money is being held. I reviewed my stop payment request form..... and no where does it state that I would have to get an indemnity bond to have my money returned to me. Why should I have to figure out how to get this bond..... when I stopped payment of the check and it was indicated to me.... by the branch manager that no one had tried to cash the check. This is a blatant theft of my hard earned money.  

• Initial Complaint

  Date:04/29/2023

  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.

  Trust Co Bank Has Lied to Me About My Husband's Accounts Discriminated Against My Marriage Refused to acknowledge That I Am A Surviving Spouse Suspected of Financial Crimes and Monetary Gain And Illegally Processed Documents And Allowed Assets To Be Delinquent in Taxes For 10 Years No Explanation or willing to Legally Correct Incompetent and Illegal Malicious Deceptive Acts Causing Financial Hard Ship And Monetary Struggling

  Business Response

  Date: 05/04/2023

  Good Afternoon,  Please see the attached letter that was sent to ****** *******************Thank You  Dear ****** *******************We acknowledge receipt of the complaint you filed with the Better Business Bureau (BBB) regarding your husband's account.  As we notified you in our letter on March 8, 2023, before we can provide any information or the disbursement of funds from a deceased customer's account, we require a certified copy of the death certificate and testamentary letters, if applicable. Once you have obtained the documentation required, please visit your nearest Trustco Bank branch or call us at ************, and we can further assist you. Very Truly Yours, Michael J. E**** Senior Vice President