Trustco Bank

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I had an account with Trustco MANY years ago. I remember all the computer screens faced the public! Anyone could see your account! The teller you were using would have to wait until a different teller was done with it. Plus very few branches went beyond the Capital district. And they resisted online banking. I was done with them.

I have been unable to properly use online banking for the last 2 weeks. I called for assistance and spoke with Jessica, a manager in customer service (or at least a manager as reported by her, I cannot verify that). She did make a few checks to attempt to solve the problem, but could not. She said that matter had to be referred out to a third party for resolution, and that that request needed to go through Trustco's operations department. Apparently, Trustco is unable to staff their own IT department, or perhaps it is just cheaper to farm it out.

My big issue is that I was treated with disdain because I had a "tone and an attitude" on my second call a week later. Of course I had a tone and an attitude; it has been a week and I am no closer to being able to properly use my online banking than I was a week ago. I was lectured about that manner in which I spoke ( at NO time foul or threatening) and was told that I was being reported to corporate for my attitude towards a customer service rep who spoke barely understandable English. Now I have to live in fear that "Corporate" will report me to the PC Police :) What a joke. Trustco's customer service department is. I have been told by numerous tellers over my 25 years with Trustco that it is the worst bank in the area for which to work because the pay is so poor. This issue with customer service staff seems to back up the idea that "one gets what one pays for".

The only reason I still bank there after 25 year is laziness; there is a branch within minutes of my home. I have concluded that due to the personality and approach of Jessica at customer service, it is obvious that Trustco is not concerned about retaining long term business and personal account customers (I have both). It will be with very little regret that I close both my accounts and move over to Berkshire, which has demonstrated to me that customer retention and satisfaction is very important to them at all levels.