2+ weeks for a mortgage "approval" and still waiting. When the female assumed manager of the branch asks the customer to provide documentation/proof of a current mortgage that is with their own bank rather then access the document from her own branch computer, it says alot. Then being told that because the approval is in my husbands name using all his documents and signature's I, (the wife) am not legally permitted to any of the information. Even though every document and communication she has had for the pre-approval was given to her by me. Please make your own conclusion.

I only bank there due to one very special employee that has been there FOREVER. The five stars are for her. When she retires, I not sure if I will remain a customer. Big turn over with tellers, so something is wrong with how Trustco treats their employees. Also on Saturday, April 6th, I pulled up to the window at 12:58. The car in front didn't pull out until 1:00. As I pulled up, the teller closed the window blind on me. That was rude. If I was inside, waiting in line, would she have whipped out her close sign as I stepped up to her station? Of course not. A good teller would have check the last car in line as 1:00 o'clock approached. If there are a few cars waiting before 1:00, they ALL should be waited on. Sometimes, at certain busy branches, an employee will have to go out and let the drive up teller know what car is last in line right before closing. I sat their for a full minute, but she ignore me. I know it was not the usual drive-up teller because this one ran over to a regular teller window (the shade wasn't pulled down all the way so I could see her walking around). I left at 1:01 according to my phone & their outside clock. I know the banking business well. I remember how irritating it was when a customer would come in minutes before closing on a Saturday to open an IRA, or several accounts, or cash in a HUGE stack of Savings Bonds..... but it is what it is. If you don't like it, then you're in the wrong business. Luckily, for most full time tellers they can quickly count their drawers, do a quick proof, and wrap up their work for Monday morning (rollover). Closing up a small bank on Saturdays shouldn't take long for a well trained & experienced team.