Trustco Bank

We are in receipt of your complaint with the Revdex.com regarding the concern with youraccount.Your issue of fees being charged for the reasons stated does not give us cause to refund these feesWe happily reverse fees in the event of bank error, however in this case the error was the account not being used as intendedYou state that it is an Interest Checking, but it is notThe account you mention is a Money Market account which has a different balance requirementIn addition, dormant fees are because of a lack of useIf you do not need the account, or do not intend to use it as per our stated requirements, then I recommend closing it and combining it with your other accounts.Please do not hesitate to contact us in the future with any questions or concerns.Sincerely,Amy [redacted] Senior Officer Branch Administration Trustee Bank

MAY 5, [redacted] J [redacted] , We are in receipt of your complaint at the Revdex.com on April 23, regarding the issue with closing your account in After further investigation into the situation we would like formally apologize for any inconvenience and frustration this may have caused youPlease find an official check enclosed in the amount of $If you have any additional questions or concerns, please do not hesitate to contact us directly at ###-###-#### Sincerely, [redacted] Assistant ManagerBranch Administration

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have contacted [redacted] They say the information that Trustco cited is NOT in their system and that it's Trustco's data I'm caught between two very unhelpful companies and don't know what to do Since Trustco is a customer of [redacted] they have more leverage than I do to get to the bottom of this I would like [redacted] and Trustco to work together to sort this out I have no idea who to believe and what to do about it.I am Trustco's customer so I'm focused on themI have no relationship with [redacted] so feel I can't go any further with them I've spoken to Trustco branch managers and three [redacted] representativesThey ll stick to their story that it's the other guy at faultAs our President would sayNOT VERY HELPFUL!!!Any assistance you can provide would be greatly appreciated Regards, [redacted]

[redacted] , We currently have an existing complaint from this customer and are working to prepare a responseWe assume that only one response is necessary to satisfy this customer so please let us know if you do not agreeThank you Michaela [redacted] Branch Administration Manager

I received a call from Trustco Bank this morning & they told me that they will be adding the $back into our accountThe branch manager told me that Trustco Bank prides itself in their customer service & that they are not adding the money back into the account because of my contact with the Revdex.com (she said that her boss was contacted by your organization)I would like to thank you for resolving this issue for meI don't think that this would have been resolved without your intervention

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I do NOT agree with the Bank's response and they have NOT shown where these fees were justified etc Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, May 27, CC: OCC Case # [redacted] Revdex.com Case # [redacted] NYS DFS Case # BKC-***- [redacted] Dear Mr***: I received the email from TrustCo Bank yesterday indicating that the case was closed We do not accept your decisionSince the time of the FRAUD my mother and [redacted] have made trips to the bank and I have made over calls to the Sheridan Branch, the Customer Service Departments, and Trustco’s Corporate Offices all asking about the fraudBefore we continue, we need clarify the inaccuracies in your letter that state that the money went to the timeshare company: o On the 25th of February, my mother went to the Sheridan Branch and completed Fraud paperwork with [redacted] your employee o She asked if it could have been her timeshare and [redacted] CONFIRMED that it wasn’t, since the time-share charge was already on her statement o She placed a call to the timeshare to make sure that there wasn’t a billing mistake, and within hours of phoned [redacted] and confirmed that the timeshare company didn’t make the fraudulent billpay drafts o We requested [redacted] to place a stop on that checkThis was never done For the next days I placed two calls weekly to [redacted] from New Zealand asking the same four questions, I’ve repeated in every previous letterEvery time [redacted] gave the same answer “The Fraud Department is handling it, and that these things take time.” I wrote the first of three letters to your President & CEO, [redacted] J [redacted] , asking for assistance, since we never received any correspondence from the bank about the fraudIn those letters I outlined every call I placed and every person I spoke with I waited another full two weeks without a response before filing with the Revdex.com, OCC, and now NYS DFS Sixty days passed before the first response and conversation with Ms [redacted] , who refused to answer any question about the steps TrustCo had done to investigate this fraud During that conversation, she accused my mother of giving our password away (which my mother hadn’t done) and me for living in the state where the fraud took placeI informed her that it was her job to investigate fraud, not ours, and that we don’t know how this occurred We filled paperwork at multiple branches, and filed Police Reports in two states (NY and CA) My conclusion is that [redacted] at the Sheridan branch wasn’t trained properly, didn’t do his job, was hoping that [redacted] would pass away or that we would go away He kept putting us off, knowing that all calls to customer service would be directed back to the branchIn his fear he has not told the truth, or you are covering up your employees ineptness by not answering or returning our calls and passing us off to a different department with every correspondence It’s a very poor tactic for customer retentionIt wasn’t until sixty days after the fraud that my letter to Mr [redacted] received the first response from TrustCo Bank At this time, there are a number of outstanding issues that TrustCo Bank needs to address: o All of my questions from the previous letters are still outstanding and unanswered o The Schenectady and San Francisco Police Department requests are still unanswered At this point, TrustCo is committing the fraud due to its lack of actionYour institution hasn’t investigated anythingWe demand all of our questions be answered and a full and complete accounting of every action TrustCo has taken to investigate this Fraud be provided to us Sincerely, [redacted] ***, [redacted] , and [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I received the letter with in accurate information stating my deposit was made by an automatic teller machine so the letter does not address the situation at all.I have another call into branch administration ( 10+ calls and messages) and have not received a call backI left my first message on June 13th and have only spoken to managers who have forwarded me to the branch administration number [redacted] I have been dealing with this unresolved issue for over weeks with no communication with anyone who can address the issue of the NSF fee that was taken from my account when the bank had a $cash deposit before business on the day the fee was pulled from my account.Customer service, the branch manager Matt ***, and the tellers have all been very rude and just passed me on to the next person.Where do I go from here? Regards, [redacted]

In response to the complaint sent by [redacted] against Trustco Bank, please see the attachment for a copy of one of the many letters sent by our Administrative Vice President, [redacted] J***Thank you [redacted] Assistant Manager Branch Administration Trustco Bank May 1,2015Re: Case #: [redacted] Dear Mr***,We acknowledge receipt of the complaint you filed with the Office of the Comptroller of the Currencyconcerning the joint checking account you have with your mother, [redacted] , at Trustco Bank.A review of your account reveals that the $3,Bill Pay transaction you complain of was initiatedin California which was confirmed through the IP addressThe account passwords and otherinformation were accessed without a breach of the security protocols and the transaction was madewith no evidence of fraudAdditionally, on February your mother acknowledged to an AssistantManager that she did know the payee, [redacted] , and that she was working with him onpurchasing a timeshareThus, we deny your request to have the money reinstated to the account.We trust this responds to your complaint and to each of the correspondence you have sent concerningthis matter, including the one President and CEO [redacted] J [redacted] which was received todayWeask that you contact my office if you have any further questions in this regard.Very truly yours, [redacted] J***Administrative Vice President

Dear Ms. [redacted] ,It was a pleasure speaking with you today to be able to more fully grasp the gist of the complaint you filed with the RevDex.com concerning your account with Trustco Bank.Please be advised that effective tomorrow November 9, 2016 your account will be credited with... the$72.00 you were charged as a result of two separate NSF fees relative to a cash deposit you made onOctober 28, 2016 which was not posted to your account until October 31, 2016.Please be advised that in the future you should make any cash deposits on a Friday prior to 3:00 p.m. to avoid this problem.We trust this adequately responds to your concerns and look forward to your continued banking withTrustco Bank.Very Truly Yours,James [redacted] , Esq

Revdex.com, We have responded numerous times to former customer, ***, and he has failed to produce anything to enable us to address his concerns despite repeated requests for informationWe have responded to his complaints to both your Bureau and the Office of the Comptroller of the Currency over this check issues and have nothing further to say to this former customerThank youMichaela [redacted] Branch Administration Manager

[redacted] We sincerely apologize for the inconvenience and the miscommunication you have dealt with at several branchesOur Operations Department has confirmed that all of your accounts are now appearing under one login IDSince some of your accounts were still listed under the name [redacted] ', they were not automatically linked to the other accounts which were listed under your new last name '***'In addition, the security questions are only asked when the computer you are using is not recognizedTherefore, if you are logging in from the same computer consistently, it will not ask you the security questionsWe appreciate your understanding and your loyal business for over years and hope to continue our relationshipPlease do not hesitate to contact us if you have any further questions or concerns Thank you, Michaela M [redacted] Branch Administration Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com, We have responded numerous times to former customer ***, and he has failed to produce anything to enable us to address his concerns despite repeated requests for informationWe have responded to complaints to both your Bureau and the Office of the Comptroller of the Currency over this check issue and have nothing further to say to this former customer *** *** ***, Esq

Good Afternoon,
Please see the attached document for a letter that was sent to *** *** by our attorney, *** *** ***., in regards to her complaintWe have addressed the issue, and kindly reversed a fee for herIf you have any further questions, please do not hesitate to contact
us
-Michaela ***, Branch Administration Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I should charge them for the wrongful holds and my inability to get my medications I needed but I will just let it go and do my banking elsewhere from now onThank you for your time and please let other people know this business does this all the time to people.Regards, *** ***

*** Please see the attached document for the response that has been sent to the customer from our attorneyWe have sincerely apologized for the delay in response and our retail lending department has returned the $application feePlease let us know if you have any further
questionsThank you

Trustco Bank will only refund any fees if there was a bank errorThe fees that you incurred were a result of a *** item that you initially authorizedAs an account holder, you are responsible for your account and ensuring that you have sufficient funds to cover any pending items in the accountAt this time, Trustco Bank will not be reversing any fees due to the fact that you authorized these charges and did not have sufficient funds in the account
-Branch Administration

At this time we have sent multiple responses to Mr*** regarding his concern with Trustco Bank, including a letter from our Administrative Vice President, *** ***We understand that the customer may not be satisfied with our response, but the situation has already been addressed and there is nothing more that we can do for Mr***We have included a copy of the letter that was already sent to the customerShould you have any questions, please do not hesitate to contact usThank you