Tompkins Trust Company E Seneca St, Ithaca

Absolutely WORST bank ever. They NEVER answer the phone. You WILL always wait. Ask for information-- they ask security questions "Which branch did you open your account at?" 45 years ago? I have no idea! "Oh, then we can't give you the info you need." I can't say enough bad about this bank! Only have my mortgage left there. Absolute displeasure every single time I have to contact them!!!!!!!!!! All other accounts moved to Elmira Savings Bank--great customer service, always answer phone, know customers by name, etc. etc. etc.

Possibly the worst bank in Ithaca. Insane overdraft fees, takes forever for mobile deposits to go through, and if you ever do get a hold of a customer service representative they're pretty much useless. I find myself calling this back practically every other month over their garbage service and I'm finally going to close my account. Take your money somewhere that it won't be stolen and given to shareholders.

1st incident: They mishandled my tax paperwork and despite me visiting their office 4 times, they still did nothing to correct it. It had been impossible to reach someone who could answer my question about tax paperwork. This happened to me in 2014-15 and I just gave up. 2nd incident: Their system had a bug and my address somehow got completely deleted from the system. Consequently, they sent my new debit card to a wrong address (I was unaware that they issued me a new card because all my letters were sent to the wrong address too, and all my statements were online). I finally realized this because my old card got deactivated and I had to go without a card for weeks. This incident gave me a big security concern. 3rd incident: They misplaced many Cornell foreign students' SSN declaration form in April this year (2017). I don't know if they have fixed it for the other students but it has been 6 months and they still have not done anything to fix it for my case. My interest has been withheld every single month since, despite me sending them the form twice, once in person. I have accounts with BOA and M&T and I've never had any problem with them. So, just a warning to incoming Cornell students looking to open a new bank account, Tompkins Trust can cause you troubles and headaches -- avoid it if you can. Update: As of January 2018, the staff at Triphammer office has now resolved the inconsistency in my tax declaration record. Because of this, I am changing this review from 1 star to 3 stars. I would say that the service at Triphammer office is better than at the main office.

Avoid it like the plague. Worst customer service, complicated bank services, very very slow work, and very very unreliable. It is taking me more than 4+ business days to do a simple transaction. Other essential bank services are also horrible.

Slow and unprofessional service. Can’t get a hold of anyone for weeks at a time. Don’t return calls, never answer the phone, don’t return emails. Avoid at all costs.

We have financed several self storage projects with Jason Moore in the commercial banking department. It has been an amazing experience! They know the industry well and Jason is very professional. Quick responses, excellent communication and overall just great service. They close loans on scheduled timelines and you always know what to expect. I highly recommend them for commercial lending!

i have been a customer for 50 years and remember when this bank was a community bank. I was a share holder for decades. Now i cannot get through on the phone to anyone, call holding and automated phone calls which are not returned. In the past i would get a call back within minutes from an officer answering fully all issues. need to find another bank.

Incompetent staff; Expect to take all the burden of educating their staff on yourself ESPECIALLY IF YOU'RE AN IMMIGRANT OR FOREIGNER or if there's even a little complexity in your case. They will take your money before making you jump through hoops due to their own incompetence and inability to comprehend their own policies. Go to a bank with better trained staff. It isn't worth the hassle.

I am a 25 year customer who moved from Ithaca and keeps my banking at the Trust Company because of the uniformly excellent service it provides me. No other bank I have dealt with can compare.

I agree with every critical review here, unfortunately.