ATM/Debit Card FAQ's

Q. How do I apply for a Trustco Bank Debit Card?

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

 

Q. How long will it take to receive my new Trustco Bank Debit Card?

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

 

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

A. 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.

 

Q. How do I change my current Personal Identification Number(PIN)?

A. 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).

 

Q. What type of accounts can be linked to a Trustco Debit Card?

  • Home Town Checking accounts have full access to use at ATM’s and Merchant Point of Sale Terminals.
  • Statement Savings Accounts and Hometown Student Checking 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.

 

Q. What type of accounts can be linked to a Trustco Debit Card?

A. 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.

 

Q. Are there daily limits on my Debit Card?

A. Yes. There is a daily limit of $500.00 for ATM Withdrawals and $2,500.00 for Merchant Point of Sale Terminal Transactions.

 

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

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

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

  • $2.50 will be charged for each balance inquiry.
  • $2.50 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

 

Q. Where can I use my Debit Card?

A. 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.

 

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

A. 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.

 

Q. How do I find an ATM near me?

A. 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.

 

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

A. 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 mobimoney 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.

 

Q. Do I need to contact the Bank if I am traveling and need to use my Debit Card?

A: 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.

 

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

A. 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).

 

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

A. 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).

 

Q. Is there fraud monitoring on my Debit Card?

A. 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.

 

Q. Can I set controls and receive real time alerts on my Debit Card?

A. Yes. Simply download the MobiMoney Application and register your debit card to setup controls and/or real time alerts based on transaction amount, location, and merchant type. Please visit the MobiMoney FAQ’s page for additional information on how to enroll and use.

 

Q. Can my Debit Card be added to a mobile wallet application?

A. 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.

 

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 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.

 

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 Debit Card number. However, it is always good practice to keep your receipts in a secure place.