Trustco Bank, Troy, NY

I regularly do business here for my kids' swim team. The staff often recognizes me and helps me when I have complex transactions. They're supportive when I have questions or need to request documents, and I rarely have a wait here. Unlike other banks in the immediate area, everyone working here seems able to handle transactions at the loan desks and the teller windows, meaning your wait is almost always minimal. Parking is easy and you're just down the street from both a gas station and the police station, so it feels safe and convenient.

ZERO STARS Trustco is by far the worst bank I've ever heard of or experienced, their online banking is inconsistent and inaccurate, leading to constant discrepancies and their employees have no regard for customer service, from the tellers all the way up to branch managers and corporate. One trustco banker actually closed my spouse's account with out his knowledge or consent and when we complained to corporate and customer service, they didn't even see fit to respond to us, let alone apologize. UPDATE: A COMPLETELY DIFFERENT TRUSTCO EMPLOYEE IN A COMPLETELY DIFFERENT BRANCH CLOSED MY ACCOUNT BC "IT HAD A ZERO BALANCE FOR 24 HOURS" I thought I developed a workaround for trustcos unreliable service by only using my account to pay Bill's that couldn't be paid in cash. I would deposit the exact amount I needed and then pay it off so I always knew there was enough money there. Well one day I went to deposit cash and they told me my account had been closed. For two days no one could tell me why until suddenly an employee came forward admitting he did it bc he saw I had a zero balance. (TRUSTCO DOES NOT REQUIRE A MINIMUM BALANCE IN THEIR ACCOUNTS). I was told to come in to finish the close out process. Which at this point I was more than happy to do to break free of this banking nightmare. When I went into the branch, they informed me that they couldn't close out my account completely, and didn't know why. I demanded to speak to a manager who was on his break, so I left and called back an hour later. He apologized for the issues and said he would clear my account so it could be closed and transferred me to another employee to finish the process. Well wouldn't you know, I was transferred to the same employee who initially shut down my account (a man named Della) and he told me that he couldn't close out my account over the phone (despite what his manager had just said) and that I would have to come back. I hung up the phone, drove back, and told them to figure out whatever problem they're having and close my account immediately. The manager who I spoke to on the phone helped me close it out and apologized profusely for the actions of the employee who caused this whole mess. Seriously, WORST BANK EVER.

Sad. Went to get a certified check, clerk made an error which needed the manager to override. Manager was out on lunch. I had to wait until he got back. This place is from a different decade.

I USE TO DEAL W THIS TRUSTCO BANK FOR YRS I NEVA HAD A PROBLEM UNTIL NOW , THEY TELLING ME THT TO STOP A PAYMENT FROM A SELLER I BOUGHT FRM IM GOIN TO BE CHARGE A $30.00 , IM LIK THT CRAZY TO STOP A PAYMENT OF MY MONEY FRM GOIN TO A SELL THT CHARGE ME $10.00.. TO ME THT CRAZY IM BEEN CHARGE TO STOP MY OWN MONEY LOL TO NOT GO TO A SELLER ND I HVE TO BE CHARGE FOR IT , I DONT UNDERSTAND THT AT ALL.. I NEVA HAD STILL PROBLEM WIT MY BANK B4 IT SHOCK ME..

My mom had a thousand and change cashiers check she had the check in hand and they refused to give her her money she tried for years I’m giving them 2 stars because I used them for years and am only recently having problems can’t use my card anywhere taking my money out today

I regularly do business here for my kids' swim team. The staff often recognizes me and helps me when I have complex transactions. They're supportive when I have questions or need to request documents, and I rarely have a wait here. Unlike other banks in the immediate area, everyone working here seems able to handle transactions at the loan desks and the teller windows, meaning your wait is almost always minimal. Parking is easy and you're just down the street from both a gas station and the police station, so it feels safe and convenient.

ZERO STARS Trustco is by far the worst bank I've ever heard of or experienced, their online banking is inconsistent and inaccurate, leading to constant discrepancies and their employees have no regard for customer service, from the tellers all the way up to branch managers and corporate. One trustco banker actually closed my spouse's account with out his knowledge or consent and when we complained to corporate and customer service, they didn't even see fit to respond to us, let alone apologize. UPDATE: A COMPLETELY DIFFERENT TRUSTCO EMPLOYEE IN A COMPLETELY DIFFERENT BRANCH CLOSED MY ACCOUNT BC "IT HAD A ZERO BALANCE FOR 24 HOURS" I thought I developed a workaround for trustcos unreliable service by only using my account to pay Bill's that couldn't be paid in cash. I would deposit the exact amount I needed and then pay it off so I always knew there was enough money there. Well one day I went to deposit cash and they told me my account had been closed. For two days no one could tell me why until suddenly an employee came forward admitting he did it bc he saw I had a zero balance. (TRUSTCO DOES NOT REQUIRE A MINIMUM BALANCE IN THEIR ACCOUNTS). I was told to come in to finish the close out process. Which at this point I was more than happy to do to break free of this banking nightmare. When I went into the branch, they informed me that they couldn't close out my account completely, and didn't know why. I demanded to speak to a manager who was on his break, so I left and called back an hour later. He apologized for the issues and said he would clear my account so it could be closed and transferred me to another employee to finish the process. Well wouldn't you know, I was transferred to the same employee who initially shut down my account (a man named Della) and he told me that he couldn't close out my account over the phone (despite what his manager had just said) and that I would have to come back. I hung up the phone, drove back, and told them to figure out whatever problem they're having and close my account immediately. The manager who I spoke to on the phone helped me close it out and apologized profusely for the actions of the employee who caused this whole mess. Seriously, WORST BANK EVER.

Sad. Went to get a certified check, clerk made an error which needed the manager to override. Manager was out on lunch. I had to wait until he got back. This place is from a different decade.