Business ProfileforTrustco Bank, NA

I went to Ramsey NJ & branch manager Nashaat ******* refused to allow me withdraw $7000 fr my personal account after providing License, Bank statement with the account number and several other IDs. I was yelled at to go to Albany where the acc was open. I explained that won't be possible because I already drove 97 min to get to the branch. I immediately contact customer service who then called the branch and spoke to the manager. I overheard the manager saying to the rep that HE DOES NOT FEEL COMFORTABLE DOING THE TRANSACTION! The rep tried to assist but he hung up one the rep which she said she reported the matter to her supervisor. I calmly refuse to leave, and they called the cops on me. I explain to the cops who were very understanding and told the manager that they had to leave because there is no criminal activity. They asked the manager why he's not giving me my money seeing everything match the account & he told the officer that "something recently happened at their branch". I contacted the branch in Albany & the manager said she sent over the sig card. Once they finally received the sig card I watched the teller counted and had me sign the slip, then the manager came over stopped her from giving me the cash $ demanded that I take a check instead which I refuse then he gave me the cash. At this point I wanted to close the acc & withdraw the reaming $11,000 in a check & and YES! HE REFUSED TO GIVE ME A CHECK AND LET ME CLOSE MY ACCOUNT OUT! which he eventually did because i refused to leave without it. It took me 2hrs 20 min in the branch trying to do a simple transaction. I bank other banks and never was I a suspect to my own funds? And to make matters worse not 1 person called me to apologize for the awful behavior of that branch manager. There was no one to help even after i vented on their FB page because they simple don't care. Is this how Trustco view black customers? aren't we not allowed to go in banks and not be racial profile or viewed suspicious?

1/28/2022

BBB Central Florida
1600 South Grant Street
Longwood, FL 32750

Re: Review From Latoya *****

Dear Better Business Bureau,

I write to respond to the recent review sent by a former customer of Trustco Bank whose account was closed due to abusive and unprofessional conduct in dealing with our staff at the Trustco branch in Ramsey New Jersey.

This former customer opened an account at Trustco Bank on July 7, 2021 in upstate New York. On January 3, 2022 the individual went into the branch in Ramsey New Jersey and presented for identification a Pennsylvania drivers license which says on its face "Not For Real ID Purposes." A copy of the license presented is enclosed. The transaction she was attempting was to cash a check for
$7,000.00. In order to verify her identity the branch staff correctly contacted the domicile branch to get a copy of the signature card to verify her signature. This took some time and caused the individual to begin cursing at staff in a loud and confrontational manner. Her conduct so upset the Manager of the branch that the manager was reduced to tears. The scene became so alarming that the local police were called to calm the situation down.

Eventually the individual was given her requested $7,000.00 in cash but due to her conduct and obnoxious treatment of branch staff a decision was made to close her account as her business was no longer wanted. She was given a Bank check for $11,000.00 and her account was closed and she has been marked as an unwanted customer due to her treatment of Bank personnel.

We take great pride in the manner in which our employees treat our customers and we take great pride in providing a safe, healthy and professional work environment. We will not subject our employees to be treated in such an obnoxious, unprofessional and confrontational manner.

Very truly yours,



James A. P. ********,Esq