Recently, I attempted to sign into my online account. I was locked out. I answered every security question accurately, and know my username and password intimately. I could not get in to the account. This happened on a weekend, a long weekend, because Monday was a bank holiday, and it was Saturday when I was trying to access my account. To say that I was "fit-to-be-tied", is an understatement - I was livid.

Tuesday morning, I called the bank. They told me that they had locked me out of my own account, due to inactivity. I had not signed into the website for a few months.

My opinion is - what does that have to do with anything? Was I told that I had to frequently sign in, in order to review my own funds, when I opened the account? No. Does a bank have the right to block a customer out of their own secure account? No. Did I receive a heartfelt apology? No. Will it happen again? Probably. Since when does one have to frequently sign into an account, to see it? Not a happy camper.

In person, their customer service is great. The online experience has been dismal.

1) I was charged for using my DEBIT card for a debit charge $1.50 twice. I called the Branch manager she had to submit a request for the fee to be credited back. Really a branch manager does not have the power to credit my account back WOW is all I can say.. I was credited back after three weeks again WOW to long...

2) I made a purchase with Amazon.com which was charged as a debit. I returned my product to Amazon.com. I received a email from Amazon.com stating they could not get the credit back to my bank. I called Trustco they knew about this problem and there is no date to which the problem will be corrected still waiting for my credit 4 weeks and counting. Working with Amazon.com to get my credit another way.

3) Was locked out of my on-line account over a holiday weekend due to a problem with their system again.. I had to call no e-mail snail mail was sent about password reset for ALL of their account holders.

4) ALL of my family members have closed their accounts. We will not deal with a bank with such Mickey Mouse operaations.

5) I will say when I call in to customer service they are very nice to speak with.