Trustco 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]full $300 application fee has not been returned
Regards,
[redacted]

We apologize for the late response. We have included a copy of the letter that has been sent to the customer by our attorney, as well as included a copy of the check that was deposited into [redacted] account on 8/12/15. Please let us know if you have any questions.

Revdex.com,...

We have responded numerous times to former customer, [redacted], and he has failed to produce anything to enable us to address his concerns despite repeated requests for information. We 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 customer. 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.Regards,[redacted]

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:
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, 2015
 CC: OCC Case #[redacted]
      
Revdex.com Case # [redacted]
      
NYS DFS Case # BKC-[redacted]                
 
Dear Mr. [redacted]:
 
I received the email from TrustCo Bank
yesterday indicating that the case was closed.
 
We do not accept your decision. Since
the time of the FRAUD my mother and [redacted] have made 15 trips to the
bank and I have made over 50 calls to the Sheridan Branch, the Customer Service
Departments, and Trustco’s Corporate Offices all asking about the fraud. Before
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 2 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 check. This
was never done.
 
 For the next 30 days I placed two calls weekly
to [redacted] from New Zealand asking the same four questions, I’ve repeated in every previous
letter. Every 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 fraud. In 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 place. I 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 branch. In 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 retention. It 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 action. Your institution hasn’t investigated anything. We 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], and
[redacted]

[redacted]
We sincerely apologize for the inconvenience and the miscommunication you have dealt with at several branches. Our Operations Department has confirmed that all of your accounts are now appearing under one login ID. Since 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 '[redacted]'. In addition, the security questions are only asked when the computer you are using is not recognized. Therefore, if you are logging in from the same computer consistently, it will not ask you the security questions. We appreciate your understanding and your loyal business for over 30 years and hope to continue our relationship. Please do not hesitate to contact us if you have any further questions or concerns.
Thank you,
Michaela M[redacted]
Branch Administration Manager

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. [redacted]. Thank you. [redacted] Assistant Manager Branch Administration Trustco Bank May 1,2015Re: Case...

#:[redacted]Dear Mr. [redacted],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 $3,000.00 Bill Pay transaction you complain of was initiatedin California which was confirmed through the IP address. The account passwords and otherinformation were accessed without a breach of the security protocols and the transaction was madewith no evidence of fraud. Additionally, on February 25 your mother acknowledged to an AssistantManager that she did know the payee, [redacted], and that she was working with him onpurchasing a timeshare. Thus, 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 today. Weask that you contact my office if you have any further questions in this regard.Very truly yours,[redacted] J. [redacted]Administrative Vice President