Trustco Bank

Trustco bank is the absolute worst bank in the Capital Region. Their ‘Customer Service’ has the lowest standards of any financial institution I have ever encountered. They never return phone calls and when/​if they ever do the issue you are calling about is NEVER resolved. No one at any branch level has the authority to do absolutely anything on your account. It seems only the Vice Presidents have the authority to effect any changes to resolve any issues you may have. When you call the Customer Service number, IF you actually get a live person, they are without fail never able to fully resolve your issue. They are the worst in terms of automation and can get virtually nothing accomplished electronically. The lack of respect they treat their customers with is unacceptable. We will be closing all our accounts immediately.

While the employees at this location have usually been helpful, Trustco bank is an absolutely horrible bank, and many of their policies will drive you crazy. They require you to physically come in to their bank in order to do anything; nothing can be done online, nothing over the phone. They can’t take payments via debit card from another bank, only cash or check. They can’t take checks over the phone. They can’t change your address without completing a long form at the bank, and if you move without telling them (or, in my case, complete the form only to find out they filed it incorrectly), then they’ll start charging you $ 5 per month of «return mail fees» until you come in again. Their process for refunding fees is abhorrent (and basically nonexistent).
I can’t speak more negatively for this bank. Again… the employees of the bank have been fine, for the most part; they’re just doing what they’ve been trained to, and that’s no fault of their own. If it weren’t for that, I’d rate the bank 1 star.