Trustco Bank

We acknowledge receipt of a copy of the cmnplaint you filed with the Revdex.comconcerning an issue you are having with certain information generated by *** and youraddress being listed as nonresidential.Please be advised that *** is a third party vendor of Trustco Bank
and we have no control orinput in to what their systems generateLikewise, we have no ability to request that they alter thematerial their systems generateUnfortunately we are unable to assist you in the issue you are havingwith this vendor and played no role in the problem with which you are facedWe suggest you contactthe vendor directly to resolve this matter.We trust this responds to your concerns and regret to infonn you we will not be contacting ***in your behalf:Very truly yours,James *** ***, Esq

I received a call from Trustco Bank this morning & they told me that they will be adding the $72 back into our account. The 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 me. I 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 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 back. I 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 3 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 $200 cash deposit before business on the day the fee was pulled from my account.Customer service, the branch manager Matt [redacted], 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]

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

Good Afternoon,
Please see attached for the email conversation between Mr. [redacted] and Branch Administration Officer, Lesly [redacted]. In addition, the manager of the [redacted] office will be contacting Mr. [redacted] regarding the closing of his CD.
Thank you
Michaela [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.This does NOT resolve the matter.
Regards,[redacted]

We acknowledge receipt of a copy of the complaint you filed with the Revdex.comconcerning your debit Card with Trustco Bank.Please be advised that our records indicate that you were sent a new debit Card in October of 2015 andthat the same was never activated. Notwithstanding that fact,...

a new Debit Card was mailed to yourhome address on January 24,2017 and it is expected to be delivered within 7-10 business days from thedate it was mailed.We trust this responds to your complaint and ask that you contact Michaela [redacted] at ([redacted]Ext. [redacted] if you need anything further in this regard.

Good Afternoon,
Attached is a copy of the letter that has been mailed to the customer. We sincerely apologized for her negative experience with one of our Branch Managers and it will be addressed accordingly. Thank you.
Michaela [redacted]
Branch Administration ManagerWe...

are in receipt of your complaint with the Revdex.com regarding your concern with themanager of the Greenwich Office.We sincerely apologize for the way the situation was handled at the branch and that your experiencewas not representative of our values. Trustco Bank is committed to high quality customer service andfinding ways to consistently meet your personal and financial needs.Thank you for bringing this matter to our attention so that we may address the situation appropriately.We appreciate your business for almost 7 years and hope to continue our valued relationship. Please donot hesitate to contact us in the future with any questions or concerns.

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 them. I have no relationship with [redacted] so feel I can't go any further with them.  I've spoken to 3 Trustco branch managers and three [redacted] representatives. They ll stick to their story that it's the other guy at fault. As our President would say... NOT VERY HELPFUL!!!Any assistance you can provide would be greatly appreciated. 
Regards,
[redacted]

We acknowledge receipt of a copy of the complaint you filed with the Revdex.com concerning your account with Trustco Bank. Please be advised that a review of your account reveals that this whole issue was initiated by an ACH transaction you initiated for $13.98 charging your Trustco...

account when you had a balance of $00.40.As a way to resolve this matter please mail a check made payable to Trustco Bank in the amount of$39.98 to [redacted] and we will forgive/waive any other fees you have incurred as a result of your ACH transaction and we will close your account.Please feel free to contact me at [redacted] should you have any questions in this regard. James [redacted] Esq.

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] Hello. You have been misinformed. I did NOT authorize the transaction due to the fact that I knew there was no money in my account which is why [redacted] had me initiate the Regulation E (Reg E) and Automated Clearing House (ACH). It is common sense to know that I didn't authorize it, which is further substantiated by this process. There is a Federal Law that states when it's merchant error - which this bank substantiated - all fees go back into my account which is $72.00. When this money is returned to me as it should have been with the rest of this transaction then you will be in compliance with the Federal Law. This information is available online. Thank you. [redacted]

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 fees. We  happily reverse fees in the event of bank error, however in this case the error was...

the account not being used as intended. You state that it is an Interest Checking, but it is not. The account you mention is a Money Market account which has a different balance requirement. In addition, dormant fees are because of a lack of use. If 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

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]

We are in receipt of your complaint with the Revdex.com regarding the concern with youraccount.We apologize for the inconvenience, however Debit Card use is a privilege that we offer our account holders, not a requirement. Any POS authorization holds on your account are placed by the...

merchant who conducted the transaction. Should you request a hold removal, you must submit a written letterfrom the merchant stating that they will not collect the funds. It is only then that your account will bereviewed for release of the hold earlier than the automatic release of 5-7 business days after the authorization.Please do not hesitate to contact us in the future with any questions or concerns.Sincerely,Michaela [redacted]Branch Administration ManagerTrustco Bank

Good Afternoon,
Our fees are justified per the Account Disclosure and Schedule of Service Charges. We have attached both for our customer to reference and hope this satisfies the complaint. Thank you.
Michaela [redacted]
Branch Administration Manager

Good Afternoon,
We acknowledge receipt of the complaint you filed with the Revdex.com concerning youraccount with the Bank.In your complaint you state that you deposited money in the Automated Teller Machine at 8:30a.m.On Thursday June 9, 2016. As you were advised when you were given...

the Account Disclosure Noticewhen you opened the account, this method of deposit will result in the deposit being extended onebusiness day. Thus, the deposit made by this method would not be posted to your account until June 10,2016. We enclose a copy of the relevant portion of the Account Disclosure Notice.A review of your account reveals that on June 9, 2016 when you had a balance of$20.00 in youraccount an item was presented for payment in the amount of $85.00. The $85.00 item was honoredeven though there were not sufficient funds to cover the item and your account was charged a $36.00NSF fee.We trust this responds to your complaint and ask that you contact my office if we can be of furtherassistance in this regard.James [redacted], Es
[redacted]
[redacted]

Trustco did return all of my money EXCEPT the $72.00 bounced fees for the first two illegal attempts. I spoke with the Greenwich branch manager, Katy-Jo Peckham, who stated that she put in a paper when it's Merchant error, her supervisor will tell her that I have to get the money from the Merchant and if it wasn't bank error then I don't get the $72.00 back. I responded that there is a Federal Law that states when it is Merchant error ALL fees are returned. As a bank branch manager, she should possess this knowledge. When Trustco Bank returns the $72.00 then they will be in Compliance with the Federal Law. Thank you. [redacted]

The $200 that she expected to be posted immediately was to cover a check that she had written. However, because we are not an online bank and are still a batch processing bank, the $200 deposit needed to be made the prior day in order to cover the check that was on the NSF report the morning she made the deposit. So regardless, her cash deposit was made too late,  it would have needed to be deposited before 5pm the previous day, and that a deposit must be processed in the account in order to cover a check on the NSF, a 'posting' does not count as being processed.

MAY 5, 2015 [redacted] J. [redacted],  We are in receipt of your complaint at the Revdex.com on April 23, 2015 regarding the issue with closing your account in 2011. After further investigation into the situation we would like formally apologize for any inconvenience...

and frustration this may have caused you. Please find an official check enclosed in the amount of $432.51. 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.
No one wants to admit to wrong doing ever. The evidence I showed you was very clear especially the part where Tamara admitted to it and a "clear" picture of the front and back of the check.The messages from the customer, Glen, also stated the check was cashed but no one knows by who or where? Trustco claims it didn't exist. No wonder small businesses have a hard time! Trying  to get cash from clients is like pulling teeth at times and then issues always with the bank lol! Did you personally see the check, the police report and new pictures of all the checks for the job? I understand you trying to make sense of this Jeff but a lawyer will get it figured out. You saw the truth as it's very easy to do and the reason this is so critical is because they screwed a lot of people over back in 2015 and before. It's sad it continues to this day.Thank you for your assistance and I look forward to being the "Better Business" with a bank that is socially responsible and ethical.
Regards,
[redacted]