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

  245 Main St. Catskill, NY 12414

• 

  Trustco Bank

  1018 Rt 146 Clifton Park, NY 12065

• 

  Trustco Bank

  1892 Central Avenue Colonie Plaza Office Albany, NY 12205

• 

  Trustco Bank

  583 New Scotland Ave. Albany, NY 12208

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:03/07/2023

  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.

  Called on Dec 2nd to dispute $611.56 of fraud charges on a debit card based on charges made on sep 26 and the 27th was told on Dec 2nd by customer service that the policy was 90 days and I would get credit back. After a month and a half of not seeing anything on our statement called my local branch who said it was rejected for being past the 60 day limit. Called once again in Feb and once again was quoted 90 days, and filed a complaint. Never heard back and despite having two verbal agreements with two different customer service agents. Trustco corporate refuses to refund the non profit the account is for on 

  Business Response

  Date: 03/24/2023

  The attached letter was sent to the customer. Thank you. 

• Initial Complaint

  Date:12/16/2022

  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.

  I had two fraud charges on my checking debit account. I submitted the required forms to dispute the charges.
  The bank credited my account. Then several weeks later the bank debited that amount again the one charge, but not the second charge. I went back to the bank and talked to the manager again. He said they had decided one was fraud the other was not. I asked him why they would do that and there was no one else I could talk to about this. I never received any explanation even though he said I should receive something in the mail and I did not. There was a $1213.98. I have been a client for many many years and don't understand I have not gotten my account credited and why I have not gotten any written response to my dispute.
  
  I also have contacted ******** several times with no response. I also have filed a BBB complaint against them also.
  .
  10:16:06 AM) ****** ****** ********** *** *** ******** * **** ************** ***** ********* ******* ******* $1,213.98 )
  (10:16:29 AM) ****** *****: getting the info
  (10:19:44 AM) ****** *.: Okay
  (10:20:21 AM) ****** *****: I did destry the card but what I have is
  (10:22:45 AM) ****** ****** ****** * ***** ***** *** ***** ********** ******** (10:23:24 AM) ****** *** ***** **** (10:24:27 AM) ****** *.: Can you please confirm if the following details for your tickets are correct?
  Event Name: *** ******* ******** at ********* ****** Date and Time: 10/16/2022 at 1:00pm EST
  # of Tickets: 3

  Business Response

  Date: 12/23/2022

  Attached letter was sent to the customer on 12/23:Dear Mrs. *****, We acknowledge receipt of the complaint you filed with the Better Business Bureau concerning the two disputed charges on your checking debit account. Trustco Bank has always worked proactively to avert and stop fraudulent transactions that may affect the customer experience when using our products. Therefore, an investigation was conducted once you informed us of the possible fraudulent transactions on your account. After reviewing your account, it was determined that there needed to be more information on the dispute forms for us to determine that the transaction was fraudulent. However, our Dispute Department contacted the branch manager and conducted a second investigation. Based on the findings, it was determined that a refund for the two charges was appropriate. Therefore, a refund for the second transaction was issued to your account on 12/22/2022. If you need further assistance regarding this matter, please give us a call at **********
  **** or visit our nearest branch so we can further assist you. We look forward to continuing to assist you with your banking needs. Sincerely, Camila R***** *****  Compliance & Lending Attorney Trustco Bank 

  Customer Answer

  Date: 12/28/2022

  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:12/06/2022

  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 having issues with Trustco Bank for some time now. At this point I'm just going to find another bank. They have been holding off on removing charges from my account for days sometimes until they can find a way to charge $36 per transactions...They are literally stealing from people. They have been charging me for several $36 dollars even when there is money in my account. The other day Two charges hit my account and put it negative $21. I added $27 the same day to cover the charge. And my account was back current. I got paid the next day and realized that they deducted $36 twice from my account. They also allow charges to my card that was supposed to be shut down. They charged 4 overdraft fees about 4 weeks ago and returned it as it was their error AGAIN. They shut down my card that same day and said they sent it out on the 9th of November...it's now Dec 6th and I still haven't received my card. I've called several times and no one can give me a straight answer. I called on Dec 5th after 8 am and got a very misinformed rep who kept giving incorrect information. When I asked to speak to a supervisor she hung up on me. Someone needs to look into this bank a lot of things aren't right. So many people can't be saying the same thing, there is truth to it. I need my money refunded!
  Then I'll close my account. This is ridiculous.

  Business Response

  Date: 12/21/2022

  We acknowledge receipt of the complaint you filed with the Better Business Bureau concerning the overdraft charges on your checking account and your debit card replacement.After reviewing your account, it was determined that the overdraft fees charges were caused by several transactions for which there were no sufficient funds available at the time they  were completed. However, once you informed us that these were unauthorized transactions, a dispute was opened, and a refund for $152.57 was made to your account. The amount refunded included the overdraft fees charges due to insufficient funds.Trustco Bank has always work proactively to avert and stop fraudulent transactions that may affect the customer experience when using our products. Therefore, once you informed us of the possible fraudulent transactions a new card was ordered. Our record indicates that it was delivered to the address we have on file on November 11, 2022. If you have not received or had a recent change of address please give us a call ###-###-#### or visit our nearest branch so we can further assist you.Sincerely,Camila R***** *****Compliance & Lending Attorney Trustco Bank

• Initial Complaint

  Date:11/17/2022

  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.

  I have been requesting Trustco Bank to change my address on my account every week for about 5-6 weeks now. I had requested this change two years ago when I ordered my checkbook from them. My checkbook has my correct address on but still, the address linked to my account has not changed and is an old address I used to reside at. 6 Weeks ago, I went in with my husband to add him to my account, change my last name, and my address. We came prepared with all of the documents needed to change the information, and my new ID had my new last name AND address on it. To add my husband to the account took 2 1/2 weeks. Then to change my last name took another week. The address has still yet to be changed, and because of this we cannot order new debit cards or checkbooks. All of my statements are still going to this old address. This is a huge security discrepancy, considering my personal information and checking information is on those statements! I have called the corporate number multiple times, as well as my husband and we have not gotten ANYWHERE. At this point I am closing my accounts with this bank because I do not feel safe banking with Trustco.

  Business Response

  Date: 11/28/2022

  Dear Ms. ********, We acknowledge receipt of your complaint forwarded to us from the Better Business Bureau. We apologize for the delays in processing your address change.  the service received as described in your complaint is not up to our standards.  We can assure you at this time that your address has been changed as requested. We trust this responds to your complaint, please reach out should you need anything further.  We appreciate your business and look forward to serving your future banking needs. Very truly yours, Michael J. E**** Administrative Vice President 

  Customer Answer

  Date: 11/28/2022

  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:11/11/2022

  Type:Customer Service 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’ve been trying to access my Trustco bank shares through their third party **************. First attempt they said password was wrong. Mailed the temp one to my low angeles address. Second one temp code expired. Third one today. My bank info wasn’t recognized in spite of it being correct. Because of this I’ve been locked out of my account and cannot access my money. I need my money because my previous pkace caught on fire and I’m living with my mother until I get these funds.

  Business Response

  Date: 12/02/2022

  Dear Mr. *********,We acknowledge receipt of the complaint you filed with the Better Business Bureau concerning the access to your ************** account.Trustco Bank takes great pride in providing its customers with their banking needs,including the ability to access their bank accounts at any time. The account about which you inquire, however, is with the third-party stock transfer agent for our parent company TrustCo Bank Corp NY. Trustco Bank does not administer or control and is not responsible for the systems used by our provider, **************.Nonetheless, we understand your dissatisfaction, and since receiving the complaint, mycolleague Assistant Corporate Secretary Lauren M****** has reached out to ************* to assist you in finding a resolution. Ms. M****** also tried to contact you regarding this matter at###-###-#### and by email, but has been unable to reach you. Please give us a call ********
  ***** **** **** to further assist you.Sincerely,Camila R***** *****Compliance & Lending Attorney Trustco Bank 

• Initial Complaint

  Date:10/18/2022

  Type:Product 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 charged overdraft fees WHEN THE BANK WAS CLOSED during Hurricane IAN. I was unable to get to bank the day before the Hurricane as I was putting sandbags out at my business and home. How scummy and rotten is this , then they turned off my ATM card preventing me from making a deposit. This is how they are making money on overdraft fees. I want the money back and my card turned on. Your bank manager told me previously make a night deposit. How am i supposed to do that when you dont provide envelopes or receipts. Also I have been charged for overdraft fees when your antiquated ATM was out of order. Your the only bank that didnt help during the hurricane.

  Business Response

  Date: 10/25/2022

  We acknowledge receipt of the complaint you filed with the Better Business Bureau regarding fees charged to your account when you allege the Bank was closed due to hurricane Ian.  Trustco Bank takes great pride in offering its customers a myriad of ways to access their account without the need to physically appear at a branch to conduct transactions. We offer 24 hour online banking which during the hurricane was fully operational. We also offer mobile application for remote deposit for checks as well as all ATM's at each branch that accept deposits. You could have availed yourself of any of the above mentioned options and avoided incurring the fees charged to your account. However, in a gesture of good customer relations we will credit your account for an overdraft fee of  $36.00 charged on the **** of September and a $25.00 account collection fee from the 29th of September for a total credit to your account of $61.00.  We trust this responds to your complaint and consider the matter resolved.  

• Initial Complaint

  Date:09/29/2022

  Type:Product 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 has taken out duplicate payments for three purchases that had already been paid. A payment of $71.38 and $72.08 was taken out on 9/19/2022. An additional payment of $71.38 was then taken out on 9/22/2022 and the $72.08 was taken out on 9/26/2022. A payment of $56.27 and $10.12 were also taken out on 9/16/2022 and again later taken out on 9/26/2022. This also resulted in several overdraft fees. Now, how can the bank take out several payments that had already been made? There are now duplicate payments and overdraft fees.

  Business Response

  Date: 10/19/2022

  Dear Ms. ******, We acknowledge receipt of the complaint you filed with the Better Business Bureau concerning certain transaction charged to your account. We have reviewed the transactions you have identified and determined that none of the payments are duplicates. All of the *** *** payments were generated b* *** ***. The four specific amounts you identified were all first presented on 9/15/22 and returned for insufficient funds on 9/16/22. *** *** resubmitted the transactions with the description "*** *** retry pymt" at later dates. Some of thoseretry payments were also returned for the reason of insufficient funds, but all transactions wereeventually paid only one time. Trustco Bank posts all transactions and makes a decision on the next dayto pay or return items which cause an overdraft balance. When an item is returned you will see thepayment in the withdrawals column on the day it was posted, and an entry in the deposit column thenext day with the same description. If any of the transactions were unauthorized or revoked, you can dispute the same either directly with*** *** or visit your local Trustco branch to submit a dispute with Trustco Bank. James ** ** ********, Esq. V

• Initial Complaint

  Date:08/18/2022

  Type:Product 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 complaining because my bank Trustco at 43 central Ave, Albany NY has been stealing money by forging transactions to make it look like it’s a bill pay and charging 36$ fees, I got charged 3 fees in 2 days amounting to 108 dollars. The last transactions in my account were 3 refunds from merchants and when speaking to the manager she has the nerve to tell me I should be more responsible for what I spend, insulting me as if I was a child and telling me that they are not giving the fees back. My refunds equaled 72 dollars I was charged 108 in fees and my account is in the negatives of 142. This is a big problem with this bank they never are up to date and then they screw you over in fees. I don’t have the protection added in my account to pay the bills without money in there and yet they are still charging me these fees with no agreement signed. They do not care about their customers and are there to just add fee after fee just to make a profit. I want my fees back because I am not working hard to provide for the bank but for my family.

  Business Response

  Date: 09/19/2022

  We acknowledge receipt of the complaint you filed with the Better Business Bureau concerning your account at Trustco Bank and the imposition of fees. 
  

  We have reviewed the activity which lead to the overdraft fees on August 16 and August 18. The items for which the bank charged you an overdraft fee were Automatic Clearing House (ACH) payments. This was communicated to you in notices which we mailed to you. The bank found no evidence of forgery, as the items were not checks or withdrawals, nor did the bank identify any alterations to the transaction information. The classification as ACH was correct for each transaction which triggered an overdraft fee. 
  

  We trust this responds to your complaint and consider the matter closed. 

  Business Response

  Date: 09/19/2022

  We acknowledge receipt of the complaint you filed with the Better Business Bureau concerning your account at Trustco Bank and the imposition of fees. 
  

  We have reviewed the activity which lead to the overdraft fees on August 16 and August 18. The items for which the bank charged you an overdraft fee were Automatic Clearing House (ACH) payments. This was communicated to you in notices which we mailed to you. The bank found no evidence of forgery, as the items were not checks or withdrawals, nor did the bank identify any alterations to the transaction information. The classification as ACH was correct for each transaction which triggered an overdraft fee. 
  

  We trust this responds to your complaint and consider the matter closed.