ATM/Debit Card FAQ's

Q. How do I apply for an ATM/Debit Card?

A. Visit any Trustco Bank location and a branch manager will happily assist you with the ATM/Debit Card application.

 

Q. What will I need to do before I start using my Trustco Bank ATM/Debit Card?

A. Once you receive your ATM/Debit card and PIN # in the mail, you can activate your ATM/Debit Card by calling 1-877-296-2735 or bring your ATM/Debit Card to your local Trustco Bank locations and a manager will help you active your card. After you have activated your card, simply sign your name on the back and you can begin using it immediately.

 

Q. If I swipe my ATM/Debit Card at a keypad in a store, which button should I press – credit or debit?

A. If you press "credit", you will need to sign the receipt, but will not be asked to enter a PIN #, and avoid the $2.00 fee.  If you press “debit”, you must enter your PIN #, but will not be asked to sign the receipt. A fee of $2.00 will be charged to your account for each time you use the debit option.

 

Q. Where can I use my ATM/Debit Card?

A. Your ATM/Debit Card can be used for purchases at millions of locations around the world that accept master card debit cards. This includes restaurants, gas stations, retail stores, purchases on the internet, ATMs, etc.

 

Q. How do I keep track of the purchases I make with my ATM/Debit Card?

A. You can track all your ATM/Debit Card purchases online using our online banking.  You can also enter your transactions in your checkbook register, and every purchase will also appear on your monthly checking account statement.

 

Q. Who should I contact if I am traveling outside of the country and need to use my ATM/Debit card?

A. Contact customer service at 1-800-670-3110 (between 9:00am and 6:00pm M-F) or any Trustco Bank location.  You will need to inform them the dates and countries you will be traveling to.

 

Q. How do I change my current PIN #?

A. Dial 1-877-267-5986 (you will need your current PIN #). If you do not know your current PIN #, please call customer service at 1-800-670-3110 between 9:00am and 6:00pm M-F.

 

Q. What should I do if I have an unauthorized debit card transaction on my account?

A. Visit or contact your local branch immediately. A branch manager will assist you in disputing this transaction.

 

Q. Are there any fees for using my ATM/Debit card?

A. Trustco Bank ATM: -There are no fees for transactions or balance inquiries if completed at a Trustco Bank ATM.

Non-Trustco ATM: -No fee for transactions at Publix Supermarket, or you can use the AllPoint network free of charge.

  • $0.50 will be charged for each balance inquiry.
  • $2.00 will be charged for each transaction.
  • Additional fees may be charged by the owner of Non-Trustco ATM’s

Debit Card Point-of-Sale: -No fee for Credit Option (Signature)

  • $2.00 for Debit Option (using PIN #)

 

Q. Why is the amount of my pending transaction different from the amount I actually spent?

A. Some merchants will request an authorization for a “general” amount. The authorization amount can be lower or higher than the actual transaction amount. The authorization will show as a pending transaction and will place a hold on funds affecting your available balance. At the time the transaction settles, your account is charged the actual amount of the transaction and the authorization is removed. For Example:

For gas purchases an authorization is requested prior to dispensing fuel. Most pay-at-the-pump gas purchases are initially authorized for $1. Only the actual amount of the purchase will post to your account when the transaction settles.

For restaurants an authorization prior to a tip being added. In this case, the authorization amount may be lower than the actual transaction amount. When the transaction settles you will be charged the final purchase amount (total bill + tip).

For Hotel/Cruise/Car Rental an authorization in the amount equal to the entire stay plus an estimated amount for incidentals may be used. This can also be true for car rentals and cruise lines, which may include deposits and/or other fees.

 

Q. My debit card expires this month and I have not received a new one. What should I do?

A. Your new ATM/Debit card will arrive within two weeks from the 1st of the month. Your current card is good through the last day of the expiration month that appears on the front of your card. If you do not receive your new card within two weeks from the 1st of the month or your card is already expired, contact your local Trustco Bank location.

 

Q. How do I find an ATM near me?

A. Use our Trustco Bank branch locator to find Trustco Bank ATM locations. Most of our ATMs can be accessed 24 hours a day.

 

Q. Can someone use one of my receipts to access my account?

A. No. Purchase receipts will only display the last four digits of your ATM/Debit Card number. However, it is always good practice to keep your receipts in a secure place.

 

Q. Who should I contact if my ATM/Debit card is lost or stolen?

A. Immediately contact customer service at 1-800-528-2273 (24 hours) or 1-800-670-3110 (between 9:00am and 6:00pm M-F). Visit a Trustco Bank location near you to request a new card.