Trustco Bank State St, Albany

Trustco Bank Reviews

• K

  Kathy Grosvenor
  1

  My experience with Trustco begins with their prior bank, Schenectady Trust. I have been a customer since 1975 and have decades of experience both good and bad. The “bad” is epically so as it is my business account. Every diabolical mistake was made by a manager. Yes. Manager. Example: while going through a tumultuous divorce, which too 6 years to settle, I’d received a $10k check. All other assets etc were unavailable. I met with the manager, who advised me the funds would be available the next day. I was shocked and asked if she was positive as it was a large amount but she assured me it was. I spent approximately 15 minutes asking questions as I would be paying lawyers etc..I was assured it was available. Three days later, my mailbox was full of NSF love notes from my creditors. Furious, I barged into the bank demanding restitution of the $35 fees attached. She could do nothing. I went to the main office where I was impolitely informed it wasn’t their fault. Ivan you imagine?? I said I didn’t go to Trustco School and relied upon bank managers to guide me. He took off only two of the $35 fees!! Oh yes, many more examples. I’d misplaced my wallet. Not lost, misplaced. I went to the bank and inquired if they had a service whereby they put a “watch” on the account in case of suspicious activity and thus manager said “yes we do”. Again, a few days later, my clients are calling informing me of more bad checks with my balances plummeting. The “manager” had closed the account. Closed. The. Account. A business account. Closed. I went ballistic. Again, up to the offices of the “executives” whereby I received the same old response of fault-free banking. There is a huge difference between “watch” and “close”. I suppose this manager was absent the day Trustco School went over that difference. Oh yes, sadly, more errors over the years. They actually became humorous to the point I’d ask. how they got away with this stuff. I’d be in jail! It was once my “Hometown Bank” where customers were respected and appreciated. I love the employees. They work very hard. I’m confident I’ll receive the standard apology of how sorry they are for the trouble etc. etc.That should have been forthcoming years ago.

  Response from the owner

  Kathy, thank you for taking the time to reach out to us. We are sorry to hear about your experience. We take all customer concerns seriously and will look into this for you. Please contact our customer service department at 800-670-4110 with any additional details. -MD

• S

  Stephen L. Guarneri, Jr
  1

  2022 go digital f this bank Had a great experience calling in today. Everyone was helpful, informative and worked efficiently. Spoke with an assistant manager cashay, her manager and then the branch manager. I called in about a fee that I had seen online. -Note to everyone that opens an account with this institution. Download the app and set alerts about overdrafts.- I opened a checking account in 2019. I was not emailed or alerted (do not have the app) and was hit with the 25.00 fee. I felt that the bank was fair and tried to be as informative as possible as long as I listened. After speaking with Tony (Branch Manager) I may look into some of their other financial offers. I think the outcome was very generous and at the time continue to bank with Trustco.

  Response from the owner

  Stephen, thank you for taking the time to share your review. Delivering excellent customer service is one of our top priorities and we are pleased to hear that the State Street branch is providing just that! -CB