Y'all, it's really bad service: no joke. It's snooty. They don't greet people. It's cold and bitter. They give mixed messages. It's just horrible customer service. No returned phone messages from supervisors after two left messages. Tried many times and many locations. Closed accounts (and they charged me $20 to close) and we went to Community Bank and had a much friendlier and professional experience. read more

I am only selecting one star for my review because zero stars is not an option. I've been a customer of this bank for JUST shy of 30 years, including for mortgage loans, business loans, business transactions, etc. And I continue to be regularly surprised by their ever-growing lack of sensitivity, and lack of understanding that "service" is the more important part of "Customer Service"! Their "official policies" are designed to put the onus on their customers' shoulders for all of the banks' shortcomings and/or problems. Imagine your Debit card just stops working one day ( worn out). So you ask, and wait for, a replacement (duplicate) card. And then, when trying to use the new, duplicate card, you hear those familiar words "I'm sorry, sir, your card was not accepted" so you use a second credit card for the purchase, and THEN you are told 2 days later, that the charge DID go through, so you've paid for the purchase TWICE! But rather than admit ANY responsibility for the duplicate payment, the bank runs through an army of "customer service reps", and over THREE HOURS OF YOUR TIME, very politely explaining why NONE of this is any part of their fault, AND that it is "Bank Policy" for the customer to negotiate with the vendor to recover any money lost. So, practically speaking, at that point you are spending hours and hours getting notarized copies of the duplicate Debit and Credit Card charges and paying your attorney ($150?) to send a letter to the vendor asking, please, please, please refund the duplicate $15 charge. And both bank and vendor are asking you if the duplicate charge wasn't for a duplicate order. But EVEN IF you are obsessive enough to save every receipt for every sandwich and cup of coffee, the receipts are going to list the exact same items bought, right? AND, if the vendor doesn't agree to reimburse you, it is then "Bank Policy" for the customer to file a Fraud claim with the bank, which results in the Debit Card being cancelled and replaced ( ie with new account number), and so EVERY automatic monthly charge that the customer had put in place gets refused, until the customer re-creates all that work! The abuse of your time just never stops! It's hard to imagine a lesser level customer "SERVICE"! read more

If I could give this bank negative 0, I would. This bank is the worst bank in Tompkins County. so called managers are racist and rude. few weeks ago I need to close one of my personal accounts that I shared with another person. We both went together in person showed our driver licenses told teller that we are closing our account and taking our cash out. Two managers came over and would like to know the reason why are we closing our account and taking out the money. I told her it's a personal matter and I will not discuss that with her. after about 45 mins going back and forth with them and I called the cops. we finally got our money and closed our account.This bank profiles people beside on your race and color. STAY AWAY FROM THIS BANK. read more

Family member was provided incorrect information on a basic IRA CD. The provided information could have resulted in a tax error. When the local branch was questioned, they were quick to pass the buck. Poor service and alarmingly incorrect guidance. read more

I had been lived in 5 countries from 3 major continents and this is the most disappointing bank I ever came across. Waste of time. They never tell you clearly if you get financing help from bank or not and after 3 days, you know that you are not. You would need a co-signer who should not only have a good credit history but credit future, and should belong to NY. If you transfer money to Europe (my previous bank) then thy charge you 50$ every time. I am going to surrender and open an account in other bank which is atleast recognized. read more

The new internet system is barely adequate. Expect the usual service to be minimal. Phone service is worthless

Instead of automatically changing my account to one where I wouldn't get charged overdraft fees, the back continued to keep me in an outdated, inadequate account. Even though I had plenty of money in a savings account, as well as my checking , the bank would charge a overdraft fee. In particular I was upset in not getting automatically switched to a different level savings account that would eliminate the overdraft fee. Also with the standard savings account you get charged a fee for not using it a certain number of times. The interest rate for having your money in their bank is very low. I'v heard of other banks having much higher rates. So they want to charge all kinds of fees and not pay any interest to people who give them their money. read more

Very nasty. once you leave town, it is impossible to close account, they ask you to go through all kinds of hoopla, send letter to the commons, then they refused to do it, call them, they asked you to contact branch, then branch says youy need to come, then you get pissed and curse at them, they refused to do it. It may take 3 months to clse teh freaking thing! Very nasty business! read more

I would not recommend this bank to anyone. The staff's behavior is unprofessional and rude. Very unhelpful. I was calling from abroad to report a lost card and they asked me to provide the lost card's number?! When I asked for alternative options, the response was 'I do not know'. A few months earlier I reported a fraud case - money spent at a specific shop I had not visited. I was asked to call the shop myself to request cancellation of the purchases. I would not recommend this bank if you are travelling frequently and using their cards abroad. I would not recommend it for online transfer of money. It takes significantly longer than other banks (sometimes over a week) and you have to set up the transfer in person at the bank first. Also, not all of your personal information is available on your own online account, which can be very inconvenient, e.g. you might not be able to retrieve your bank account number via your own online account.. read more

Tompkins Trust Company is so incompetent! They don't know how to do the basic thins they need to do! Every time I go in for something, they have to call someone else and are never able to resolve what I came in for. Especially at East Hill branch... Their mortgage people are also no longer any good. They don't do what they need to or offer you the things they should. Check out CFCU! They do no closing cost loans, first time home-buyer loans with only $500 down total, and have great loan officers! Missy Park is amazing at CFCU read more

They do have an app with photo check deposit now. +1 star for that. Sadly over the past many years they did not have it I started using (and now am used to) an online banks app. So while I do have the TCTC app I have only used it a few times as a backup (had a few checks that for some reason the photos weren't accepted on the other app). read more

Seriously unprofessional, rude, and honestly, just horribly run! Don't email a customer that her account has over-drafted, especially when she has overdraft protection! Call the customer! Unfriendly staff who don't address what you need. read more

I've been a customer of this bank for over forty years. Never had a problem until lately. I find the user app useless for one thing. And the wait time on hold infuriating. Every time I try to use the app my login gets blocked and I am instructed to call an 800 number where I am put on endless hold until I give up and call the bank directly, who, of course, is not always available because of workday days and hours. That is what the app is supposed to let you do.....conduct your banking 24/7. So, what's the point of creating an app that can't be used? Either fix this or give up the idea entirely before I get so frustrated and switch banks. Also, the representative I spoke with says they have the same problem every time they try to call that number....ridiculous hold times. This time it was a full ten minutes before I gave up. No one ever did pick up. They don't give a call back option either. Ugh! read more

I had accounts in 4 banks and this is the worse possible service I have ever experienced. The internet banking looks like from a previous era. They never managed to have a correct address on file for me even though I tried to have it changed for 2 years. Finally, be aware if your credit or debit card is stolen. Their services shut down at 4 pm and you can then only call some credit card center that services many small banks and they are the most useless, so basically you need to wait till the morning. I moved to another bank and have never been more glad. The only possible advantage of Tompkins Trust bank is the branch on campus but this is not enough to compensate other numerous problems. If possible go to a better bank TT has really nothing to offer. read more

I opened a (free) checking account at TTC and maintained a significant balance (over $2000) for 6 months. This month they changed the terms of the account, requiring an $8/month "maintenance fee" unless I set up an employer direct deposit, or used my debit card 10 times a month. Neither is really doable for me, so it's time to find a new bank... read more

Don't bank there as a student. They are in the business of ripping off students. Having all sorts of fees imposed on the student checking account. As a student, you should not have to worry about your bank fees, however, this company is in the business of ripping off students. They give you measly two starter checks, then if you need more checks, you need to pay for a sheet of two checks. In addition, if you don't sign up for estatement, they charge $2.50 maintenance fee per month for paper statement, and you are mandatory to login on line to uncheck paper statement box, otherwise they will keep charging for the $2.50 maintenance fee for paper statement. As a student, you should not have to worry about all the hidden fees that this bank imposes. Students should not worry about their so call **FREE** checking accounts. I think this is how they stay in business, ripping off students. What an awful local bank. I would never ever bank there! it is not a trustworthy bank. read more