FAQs Archive - Page 8 of 20

Q: Can I visit any Trustco branch or can I only go to the one where I set up my accounts?

You are welcome to visit any Trustco Branch and our friendly, home town staff will help you with all of your banking needs.

Q: Where are my tax information documents?

We will mail you a 1099 INT form to the address on file by January 31st if you earned $10 in interest or more in a given year. We will mail you a 1098 mortgage interest statement if you paid $600 or more in a given year. If you have not received your tax information documents by the end of February, you can contact customer service at 1-800-670-3110 (between 8:00am and 8:00pm, M-F, and 8:00am and 5:00pm, Saturday

Q: How do I change my address?

To change your address on your accounts, please take your photo ID into any of our Trustco Bank locations. We will have you fill out a change of address form and update our records appropriately. If you are unable to visit one of our branches. You can also change your address once you are logged into your online banking.

Q: How do I increase Zelle limits?

You will need to contact your Branch Manager at your local branch.

Q: What do I do if my Zelle payment is on hold?

For your protection, your payment may be placed on hold or suspended because you haven't provided the additional verification needed to send a payment, or you sent money to a recipient whose email address, mobile number or bank account is suspended or on hold. If you have questions or need to remove a hold, you can contact customer service at 1-800-670-3110 (between 8:00am and 8:00pm, M-F, and 8:00am and 5:00pm, Saturday.

Q: What types of accounts can I transfer to and from?

You can transfer to and from checking, savings, and lines of credit. Funds are made available immediately when a transfer is made to and from checking and savings accounts. Payments made as online transfers to your line of credit do not show up on your activity until the next business day, you can also make payments towards any Trustco Bank loan using online banking.

Q: I have a landline; how do I get my verification code?

You can select "Call my Phone" if you only have a Landline phone saved to your account. If you have previously answered security questions, you can choose to answer the questions as an alternative.