Trustco Bank

Reviews

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  I have been a customer for 3 years and initially would have said Trustco is a decent bank. They are behind the times in relation to banking in todays world. There online banking platform is not great and they offer limited services. They did offer a good rate on my mtg. However, like I said initially, their processes are well behind the times. From ordering appraisals and the quality of appraiser they used was questionable. The appraiser was unprofessional and did not seem to have much expertise. You can get through all of that for a good rate. The issues have continued and response has gotten worse since becoming a customer. Trustco has a customer service line which is completely worthless because every time you call the tell you to contact the branch. Even though the branch has no expertise to correct the issues you are calling about. The whole system is inefficient and frustrating. The branch tells you they don't know the answer and has to submit a request. Why would I as the customer not have access to someone in the department necessary to address my issue directly??!! Very inadequate process! I have had my 1098 be incorrect 2 out of 3 years. Also, their online banking system is completely untrustworthy. I have seen transactions that make no sense. For example a $500 withdrawal taking out $830 from my account, then being reversed and only adding back $500?! Crazy! Not being able to recalculate interest paid on my mtg because running balance is incorrect. When I called on this issue I never received a call back but the transactions were magically corrected 2 weeks later! I would just recommend that anyone doing business with them keep a close eye on your accounts.
  By Kevin Pace, August 06, 2017

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