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FAQs

Find helpful answers in each category or use the search bar for additional resources.

FAQs2023-10-26T00:21:16-04:00

FAQ Categories

All Faq

When was Trustco Bank founded?2023-01-26T11:09:33-05:00

Trustco Bank was founded in Schenectady, New York in 1902 and is now headquartered in Glenville, New York. Trustco has over 140 branches spread among New York, Florida, Massachusetts, New Jersey and Vermont.

What is the stock symbol for Trustco Bank?2022-08-22T03:54:06-04:00

TRST

What product and services does Trustco Bank offer?2023-01-24T15:07:51-05:00

Trustco Bank offers a wide variety of deposit and loan accounts. For additional information on any of these accounts, click on the links below:

How can I open an account?2023-01-12T12:24:04-05:00

Visit a Trustco Bank location near you and a branch manager will help you set-up your new Trustco Bank account. Please take your photo ID and any supporting documents, if applicable.

How do I move checking accounts from another bank to Trustco Bank?2023-01-26T11:30:47-05:00

Visit a Trustco Bank location near you and a branch manager will make this process easy for you. They will assist you with transferring your automatic payments and deposits to Trustco Bank with ClickSwitch®.

How do I change my name on my accounts?2023-01-24T15:16:49-05:00

To change your name on your accounts, please take your updated photo ID and any supporting documents (i.e. marriage certificate, divorce, or other court orders) into any of our Trustco Bank locations. We will update our records and your signature card with your new name.

How do I change my address?2023-11-01T13:01:37-04:00

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 please fill out the attached form and send your request to: PO Box 1082, Schenectady NY 12301-1082. Please allow 7 to 10 business days for your request to be processed.

How can I access my account information after banking hours?2022-08-22T04:05:53-04:00

You can contact our automated 24 hour telephone banking system at 1-800-670-4110. If you need assistance with your debit card, call 1-800-670-3110 (24 hours).

You can also access your accounts using our online banking 24 hours a day.

How do I renew a Certificate of Deposit?2023-01-24T15:22:13-05:00

Prior to your maturity date, you will receive a Certificate of Deposit renewal notice in the mail. You have a 10-day grace period after the maturity date, during which you can select a different term or deposit additional funds. If no action is taken, your CD will automatically renew for the same term and at the then current rate of interest. Simply contact your local branch or visit the branch location to renew your CD.

How can I transfer funds?2023-01-24T15:26:09-05:00

You can easily transfer funds by telephone using our automated 24 hour telephone banking system at 1-800-670-3110. You can also transfer funds at ATM machines or online, using our online banking. If you would feel more comfortable speaking to someone, contact any of our branch managers and they would be glad to assist with transferring funds.

How do I apply for a Trustco Bank Debit Card?2023-01-24T13:11:29-05:00

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

How long will it take to receive my new Trustco Bank Debit Card?2023-01-24T15:39:24-05:00

Trustco Bank Debit Cards should be delivered within 7-10 days from the time of the request.

What will I need to do before I start using my Trustco Bank Debit Card?2023-08-28T09:11:57-04:00

Once you receive your Debit Card, you can activate the card and choose a personal identification number(PIN) by calling 1-877-744-2274. You will be prompted to answer security questions to verify your identity to activate the card and will then be prompted to choose a PIN of choice. Please be sure to have your business tax identification number available for business debit cards. Sign your name on the back and you can begin using it immediately.

How do I change my current Personal Identification Number(PIN)?2022-08-22T04:32:38-04:00

If you know your current PIN but would like to update it to a new PIN, call 1-877-267-5986 and follow the instructions to choose a new PIN.

A. If you do not know your current PIN, please call Customer Service to verify your identity at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday).

What type of accounts can be linked to a Trustco Debit Card?2022-08-22T04:33:06-04:00

Multiple accounts can be linked to a Debit Card as long as the cardholder is an account owner on all accounts requested to be linked. Only one Home Town Premier or Home Town Free Checking Account will be flagged as the Default Point of Sale Account. The remainder of the accounts linked to the Debit Card would have access to complete ATM withdrawals.

Statement Savings Accounts have access to ATM’s only. Health Savings Accounts have access to Merchant Point of Sale Terminals only for qualified health purchases and will be linked to a Health Savings Account Card.

Are there daily limits on my Debit Card?2022-08-22T04:33:30-04:00

Yes, There is a daily limit of $500.00 for ATM Withdrawals and $3,500.00 for Merchant Point of Sale Terminal Transactions.

Are there any fees for using my Debit card?2023-01-24T13:14:42-05:00

There are no fees for transactions or balance inquiries if completed at:

  • ATM’s within Publix Supermarkets

All other Non-Trustco ATM’s will assess the following fee’s:

  • $2.95 will be charged for each balance inquiry.
  • $2.95 will be charged for each domestic transaction.
  • $5.00 will be charged for each international transaction.
  • Additional fees may be charged by the owner of Non-Trustco ATM’s
Where can I use my Debit Card?2022-08-22T04:34:48-04:00

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

If I swipe my Debit Card at a keypad in a store, which button should I press – credit or debit?2022-08-22T04:35:16-04:00

Since your Trustco Bank Debit Card has a MasterCard® logo on it, you can process your payment as a credit purchase. By choosing credit, you may be required to sign the receipt and the funds will be deducted from your account.

Some businesses require that you enter your PIN. You will be prompted at the terminal to enter your PIN and the funds will be deducted from your account.

How do I find an ATM near me?2023-01-12T12:26:01-05:00

Use our Trustco Bank branch locator or the AllPoint Network locator for a list of ATM locations. Most of our ATMs can be accessed 24 hours a day.

How do I keep track of the purchases I make with my Debit Card?2023-01-26T11:04:59-05:00

You can track all of your Debit Card transactions 24/7 by enrolling in online banking and/or mobile banking. Real-time transaction alerts can be received by downloading the CardValet application on your mobile device. You can also enter your transactions in your checkbook register, and every purchase will appear on your monthly checking account statement.

Do I need to contact the Bank if I am traveling and need to use my Debit Card?2023-01-24T13:22:13-05:00

Yes. Whether you are traveling domestically or internationally, it is important to notify the bank to avoid transactions from being denied. Contact Customer Service at 1-800-670-3110 or any Trustco Bank location. You will need to inform them the dates and locations you will be traveling to.

Who should I contact if my Debit card is lost or stolen?2023-01-24T13:26:26-05:00

Immediately contact customer service 24/7 at 1-800-670-3110 to report your card lost or stolen. A replacement card can be requested by contacting your local branch or call customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday).

What should I do if I have an unauthorized/error debit card transaction on my account?2023-08-28T09:13:49-04:00

Call/visit your local branch or call customer service at 1-800-670-3110 to dispute the unauthorized transactions (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday).

Is there fraud monitoring on my Debit Card?2022-08-22T04:39:05-04:00

Trustco Bank has 24/7 fraud monitoring of Debit Card transactions to check for abnormalities in transaction activity and/or location. Transactions may be blocked and you will be notified to confirm by text (if a mobile number is on record), phone call, and/or mailed notification in the event a transaction appears to be fraudulent. It is still important to monitor your account activity as not all fraudulent transactions can be caught by Trustco Bank’s fraud monitoring.

Can my Debit Card be added to a mobile wallet application?2022-08-22T04:39:29-04:00

Yes. Trustco Bank Debit Cards are compatible with Apple Pay, Samsung Pay, and Android Pay. Please visit the Mobile Wallet FAQ’s for additional information on how to enroll and use.

Why is the amount of my pending transaction different from the amount I actually spent?2022-08-22T04:39:53-04:00

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.

My debit card expires this month and I have not received a new one. What should I do?2023-01-24T13:36:08-05:00

Your new 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, contact your local Trustco Bank location or Customer Service at 1-800-670-3110.

Can someone use one of my receipts to access my account?2022-08-22T04:40:48-04:00

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

Can I set up alerts to notify me about account activity?2022-08-22T05:21:05-04:00

Yes. Once enrolled in our online banking, you can receive alerts and reminders about balances & transfers.

How are my alerts delivered?2022-08-22T05:21:42-04:00

You can set-up alerts via text message or email.

Can I have alerts sent to more than one device?2022-08-22T05:22:19-04:00

Yes you can have multiple email addresses or multiple cell phones linked to receive alerts and reminders.

How do I create an alert?2022-08-22T05:22:49-04:00

Once enrolled in our online banking, click "Other Services" and then click "Alerts". Follow the steps to complete the alert set-up process.

Are there fees associated with alerts?2022-08-22T05:23:14-04:00

Once enrolled in our online banking you can set-up as many alerts and reminders as you like for free. Standard messaging and data rates may apply and vary by carrier.

How do I add/change a device?2022-08-22T05:23:58-04:00

In the "Other Services" menu, click "Alerts" then enter additional email addresses and click "Save" when finished.

To add a cell phone, follow the addresses listed below that correlate with your cell phone provider.  The addresses also are entered in the "Additional E-Mail Address" field

The list below contains the largest cell phone providers. For additional text formats please contact customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) or your cell provider.

  • AT&T: 10digit@txt.att.net (Ex. 5551234567@txt.att.net)
  • Verizon: 10digitphonenumber@vtext.com
  • Alltel: 10digitphonenumber@message.alltel.com
  • Nextel: 10digitphonenumber@messaging.nextel.com
  • Sprint: 10digitphonenumber@sprintpaging.com
  • T-Mobile: 10digitphonenumber@tmomail.net

After you have successfully entered your mobile phone text message address follow the steps to complete the set-up process. You will receive a text message with a confirmation code. You will need to enter this to complete the set-up process.

What is Trustco Bank’s ABA routing number?2022-08-22T05:26:03-04:00

New York, Vermont, Massachusetts, New Jersey customers 021300912.

Florida customers 063192450.

Where is the ABA routing number on my checks?2022-08-22T05:30:16-04:00

check-routing-number

How can I reorder checks?2023-01-24T13:40:10-05:00

You can reorder checks online (Order Checks online). You can also contact customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) or visit any Trustco Bank location.

How do I stop a payment on a check? Is there a fee to do so?2023-01-24T13:42:54-05:00

You can stop a payment using our online banking. If you prefer, you can contact customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) or visit any Trustco Bank location. You will need to provide the check number, the amount of the check, the date the check was written and the payee. The current fee for a stop payment is $30.

How can I get a copy of a check or statement?2023-01-24T13:48:40-05:00

It’s easy to obtain a copy of your checks using our online banking. You have access of your check images 24 hours a day directly online. You can also visit any Trustco Bank location or contact customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) for this request.

How do I access telephone banking?2022-08-22T05:34:18-04:00

You can access our automated 24 hour telephone banking system by calling 1-800-670-4110.

Where can I find a Trustco Bank near me?2023-01-24T13:51:36-05:00
When will the funds of my deposit become available?2023-01-26T11:08:00-05:00

Determining the availability of a deposit

The length of the delay is counted in business days from the day of your deposit. The Bank’s cut-off hour for receiving deposits is the time of branch closing which varies at different locations. A deposit or withdrawal made prior to the Bank's processing cut-off time Monday through Friday will be applied on the day it is made; a deposit or withdrawal made after the Bank's processing cut-off time or on a Saturday, Sunday, or legal holiday will be applied on the next business day.

The length of the delay varies depending on the type of deposit and is explained below.

Same Day Availability

Funds from electronic direct deposits to your account will be available on the day we receive the deposit.

Next Day Availability

Funds from the following deposits are available on the first business day after the day of your deposit:

  • U.S. Treasury checks that are payable to you.
  • Wire transfers.
  • Checks drawn on Trustco.

If you make a deposit in person to one of our employees, funds from the following deposits are also available on the first business day after the day of your deposit:

  • Cash
  • State and local government checks that are payable to you (if you use a special deposit slip available from Trustco).
  • Cashier’s, certified, and teller’s checks (if you use a special deposit slip available from Trustco).
  • Federal Reserve Bank checks, Federal Home Loan Bank checks, and postal money orders, if these items are payable to you.

If you do not make your deposit in person to one of our employees (for example, if you mail the deposit), funds from these deposits will be available on the second day after the day of your deposit.

Checks

The first $225 from a deposit of checks will be available on the first business day after the day of your deposit. The remaining funds will be available on the second business day after the day of your deposit.

For example, if you deposit a check of $700 on a Monday, $225 of the deposit is available on Tuesday. The remaining $475 is available on Wednesday.

Longer Delays May Apply

Funds you deposit by check may be delayed for a longer period under the following circumstances:

  • We believe a check you deposit will not be paid.
  • You deposit checks totaling more than $5,525 on any one day.
  • You redeposit a check that has been returned unpaid.
  • You have overdrawn your account repeatedly in the last six months.
  • There is an emergency, such as failure of communications or computer equipment.
  • You deposit a check in U.S. funds which is not drawn on a bank located in the U.S.

We will notify you if we delay your ability to withdraw funds for any of these reasons, and we will tell you when the funds will be available. They will generally be available no later than the seventh business day after the day of your deposit.

Special Rules for New Accounts

If you are a new customer, the following special rules will apply during the first (30) days your account is open.

  • Funds from electronic direct deposits to your account will be available on the day we receive the deposit. Funds from deposits of cash, wire transfers, and the first $5,525 of a day’s total deposits of cashier’s, certified, teller’s, traveler’s, and federal, state, and local government checks will be available on the first business day after the day of your deposit if the deposit meets certain conditions. For example, the checks must be payable to you and you must use a special deposit slip available from Trustco. The excess over $5,525 will be available on the ninth business day after the day of your deposit. If your deposit of these checks (other than a U.S. Treasury check) is not made in person to one of our employees, the first $5,525 will not be available until the second business day after the day of your deposit.

Funds from all other check deposits will be available on the ninth business day after the day of your deposit.

What should I do if I have an unauthorized direct withdrawal on my account?2023-01-24T13:54:38-05:00

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

What is an e-Statement?2022-08-22T05:40:12-04:00

An E-Statement is an electronic version of your statement with images available online via our Internet site. You can view and print your statement right from your computer, avoiding the wait for traditional mail.

Reasons to enroll in e-Statement?2022-08-22T05:40:37-04:00

No longer want to receive paper statements? You can receive your statements and check images through our online banking system. Here are some great reasons to go paperless:

Simple – Less paper to keep track of.

Fast – You’ll receive an email notification when your statement is available.

Convenient – View and print your statements anytime.

Is there a fee for e-statements?2022-08-22T05:41:02-04:00

No. e-Statements are a free service once enrolled in our online banking.

Do I have to sign up for online banking in order to have access to e-Statements?2023-01-24T13:58:57-05:00

Yes, you must have online banking access in order to view your e-Statements.

Do I need a new password or Login ID to access my e-Statements?2023-01-24T14:01:09-05:00

No. Once enrolled in our online banking you will have immediate access to your e-Statements.

How do I enroll in e-Statement?2023-01-24T14:04:12-05:00

Once enrolled in our online banking, click the statements button under the Accounts tab then click e-Statements and follow the instructions to enroll in e-Statements.

What accounts are eligible for e-Statements?2022-08-22T05:43:07-04:00

Loans, Checking, Money Markets, and Statement Savings accounts can be received as e-Statements.

When can I view my e-Statement?2022-08-22T05:43:32-04:00

You can login to view your e-Statements at any time! Your e-Statements will be available within 24 hours after your statement cycle ends. We will send you an email alerting you that your e-Statement is ready for viewing.

Will my e-Statement look the same as my paper statement?2022-08-22T05:43:58-04:00

Yes, your e-Statement is exactly the same as a paper statement.

Are check images available with my E-Statement?2022-08-22T05:44:22-04:00

Yes, your check images (front and back) are included with your statement.

Will I be able to print my e-Statement and check images?2022-08-22T05:44:48-04:00

Yes. Once you open the e-Statement you will be able to print it just like you print any document on your computer.

What if I unexpectedly stop receiving my paper statement?2022-08-22T05:45:12-04:00

Once e-Statements start, your paper statement will no longer be produced. Since either owner on an account can request an e-Statement, the other owner may have signed up for e-Statements and the paper statement is no longer being printed.

Can a customer change back to paper statements?2023-01-24T14:06:58-05:00

Yes, you can go back at any time to paper statements. Visit any Trustco Bank location and a branch manager will happily assist you with switch back to paper statements.

How long will my account history be viewable?2022-08-22T05:46:09-04:00

e-Statements will be available online for 18 months. Therefore, we recommend that you electronically save or print a copy of each of your e-Statements for your records.

What do I need to enroll in Online Banking?2023-01-12T12:27:55-05:00

You will need your Social Security Number and your date of birth to enroll. The information you provide is safeguarded using secure internet data encryption technologies and is only used for setting up your account. For business customers, please visit a Trustco Bank location to request online access.

How do I access my Trustco Bank accounts online?2022-08-22T05:48:21-04:00

Stop into any of our over 140 Branch locations and speak to the Branch Manager.

How do I get a Login ID and password?2022-08-22T05:48:44-04:00

During the enrollment process, for security reasons and to maintain the confidentiality of your Login ID and password(s), you will select your own Login ID and password. You can change your password on online banking at any time. You should change your password periodically.

What software do I need to use Online Banking?2023-02-09T12:47:01-05:00

We support the two most recent versions of the following browsers:

For Macintosh:

*Some areas of our site may require the use of Adobe Acrobat Reader. Other browsers and operating systems may work effectively; however, we do not test against them and therefore your experience may vary. We regularly monitor and test browsers to ensure the highest security standards.

Reasons to enroll in Online Banking?2022-08-22T05:49:48-04:00

Trustco Bank’s online banking gives you access to your accounts 24 hours a day, 7 days a week. You have the ability to:

  • Review Transactions
  • Balance Accounts
  • Transfer fund between checking, savings and money markets accounts.
  • Make Trustco loan payments by transferring directly from your checking or savings account.
  • View monthly e-statements
  • Free Bill Pay
  • Download information to Quicken and Microsoft Money.
  • Request stop payments on checks.
  • Reorder checks
  • Receive email and text alerts – for account balance, checks cleared, successful transfers and more!
Is there a fee to access my accounts online?2023-01-24T15:28:53-05:00

No. You can also access your accounts using our online banking 24 hours a day.

What are pending transactions?2022-08-22T05:50:47-04:00

Pending transactions are hold(s) or credit(s) place on your account affecting your available balance. Some pending deposit amounts may include funds that are being held. Some pending debits may reflect a merchant hold on your account, which may or may not be the final amount posted to your account.

What can I do if I forget my login ID/password for online banking?2022-08-22T05:51:08-04:00

If you have forgotten your Login ID or password, please call customer service at 1-800-670-4110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) in order to regain access to online banking.

Why I am locked out or cannot access online banking?2022-08-22T05:51:40-04:00

Your access to online banking will be blocked in the event your Login ID or password is entered incorrectly on three consecutive access attempts. If this occurs, please call customer service at 1-800-670-4110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday).

I just opened a new account but I do not see it online. What should I do?2023-01-24T15:31:38-05:00

Visit any Trustco Bank location and a branch manager will happily assist you with adding your new account to your online banking access. You can also contact customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) for assistance.

How do I transfer funds between my Trustco Bank accounts?2022-08-22T05:53:02-04:00

You can schedule transfers as one time transactions or as recurring events that repeat for a specified duration. Click the transfers tab, then click create a new transfer and follow the steps to complete the transfer set-up process.

How do I change my Login ID or password?2022-08-22T05:53:27-04:00

You can change your Login ID or password at any time. Click on the preferences menu, here you will find a list of preference options. Click on the option you would like to perform and follow the steps to complete.

I have an account that is showing up twice. How do I remove this from my display?2022-08-22T05:54:15-04:00

In the preferences page, click on the change account preferences option. In this option you will be able to remove any closed accounts that you no longer want to view.

How do I report suspicious email or fraud?2023-01-24T15:34:48-05:00

Contact your local branch or call customer service at 1-800-670-3110 (between 8:00 am and 8:00 pm, M-F, and 8:00 am and 5:00 pm, Saturday) immediately. Trustco Bank will never send you an email with a link to our logon page or ask you for any personal information using email.

Is there a fee for using Bill Pay?2022-08-22T05:55:27-04:00

No. Once you are enrolled in online banking, Bill Pay is a free and secure way to pay your monthly bills.

How do I enroll in Bill Pay?2023-01-22T18:44:14-05:00

Once enrolled in our online banking, simply login and click on the Bill Pay tab. Click the Open Bill Pay button and follow the steps to complete the set-up process. Your request for Bill Pay access will be confirmed by email within 2 business days.

My payee hasn’t received my bill payment. What are my options?2023-02-23T15:16:57-05:00

For Bill Pay assistance, please call 1-833-884-4716. A representative will be able to assist you with tracking your payment.

How can I find out more about your privacy policy?2023-01-22T16:53:18-05:00

To understand how we use and protect customer information, read our Privacy Policy.

How can I prevent fraud online?2023-01-22T15:51:10-05:00

You can help safeguard your information with the following practices:

  1. The best ways to prevent unauthorized access to your accounts is to protect your password. Make sure it is difficult to guess, do not write it down, do not share it with anyone and change it periodically. Your password is the only way to get access to your accounts, so keep it secure.
  2. Do not leave your computer unattended with your personal banking session open. While there is an automatic timed log out if there is no activity, your information will be more secure if you exit your online banking before leaving your computer.
  3. Click EXIT when you are finished with your online banking rather then just closing your browser, or going to another web page. Use the EXIT button to make sure someone else can not access your information after you leave the computer.
How can I prevent ATM/Debit Card fraud?2023-01-22T15:46:29-05:00