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November 2023 by Hanna Yu
The staff are very friendly, kind, and willing to help you. But you should visit there at least around 2-3 pm to solve your complicated issue. As English is the second language and people of color, it is always afraid of going to a bank to ask for help. However, all staff members in this bank are willing to do their best to help and clarify possible solutions that they can provide with you. Especially, Natasha Dominick really understand the client’s need and solve the issue very smoothly. I highly recommend her ?Thank you!
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September 2023 by Adae Biko
I visited this bank over the weekend to cash a check that the organization I work for had written out to me and was treated like trash by the two Latin descent employees. I couldn't cash the check originally because the guy said it had to be broken down into 3 checks, saying it was over the amount for members and non members which is off because I had been with another person whose a signer on the account and was able to take out the same amount of cash but whatever. I left and went to get the checks broken down when I returned the woman helped me & it was obvious that the woman didn't want to help me to begin with as she wasn't as friendly to me as she was to the customers who had gone before me whether it was because she judged my appearance, because I was a non member or because I am Black not sure. Whatever reason not acceptable as she's driving away potential customers. She then says she needs to call the person who wrote the check to make sure it's valid, I've never heard of a bank or credit union doing this before & I say this but whatever. She calls and it doesn't work , I call the person who wrote the check and it goes through no problem. She saying she can't cash it and has to help other people said rudely turns out they had a typo on the number. So when I go back, now the guy has an attitude with me and obviously doesn't want to help me but he gets through to the signer and I have the money. I thought this was suppose to be a more progressive financial institution but no different and I would say actually worse. Will be making a formal complaint when I go back into cash the next check.
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July 2023 by Mac Hansen
Horrible customer service. my card has been frozen by automatic fraud detection, and because their calls are all robo calls they sound like spam I ignored them until realizing i couldn't use my debit card. now i'll be locked out for 5ish days because their business hours conflict with my work schedule, and there is no phone or chat line out of business hours. before trustone bought them out this was an easy problem to solve with firefly but they must have fired everyone in the take over.
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July 2023 by Nolan B.
Had nothing but good experiences with Trustone, when I opened an account I was in and out within 20 minutes, the staff are friendly and personable
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December 2022 by Alex Farrell
Original post: Mobile app doesn't work for deposits and the ATM now doesn't accept checks. Considering moving to Spire.Reply: I have made many mobile deposit attempts with the Trustone app over the years, all have been rejected for different reasons. My other banking deposit apps have worked fine. I started walking to my local branch to use the ATM, convenient when with my dog out after hours. This option is currently out of service at the Seward credit union.
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November 2022 by samson benti
If you want to be treated with respect you deserve as a member and or as a customer the only bank who could do it and consistently deliver great service! Trustone financial is in my best opinion of working with them for the past three years! Never once I felt I was not personally taken care of thank you so much for being in the SeWard neighborhood And help the small businesses as well as individuals with the much-needed banking service that is personal as well as professional!
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November 2022 by Fagan Norman
Once again I’m writing another bad review for Trustone I’m looking for another bank to put my money in tomorrow these people have no understanding of what customer service is and how to treat people with respect it seems like they just hire any warm body available I would not suggest banking here and yes I’m not afraid to say it I’ve been here for 22 years and they have changed names a few times so I’m assuming management has changed as well and it has not got any better just worst take all this in because I mean every word!
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July 2022 by Tucker Lundquist
ATM is broken. I have a brand new card and of course its sunday and I drove way over here to use the atm and it won’t work. Just keeps saying I am putting card in wrong even though I am putting it correctly. The tap did not work and no matter how many times I put my card in HORIZONTALLY it still did not work. Fortunately I know how to read and I also know how to look for a green light that accepts my card and I also know when the screen says card not accepted try again. And then I flipped my card the wrongs ways and the light was red and then would turn green, card would go in, then error message would read again. I am telling you that ATM is broken I am not stupid. Thanks for offending me too btw.
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July 2022 by Erick C.
This institution took over $1500 from me in overdraft fees during the pandemic when I was struggling to make ends meet. I was with US Federal the CU that was bought out by TruStone and Firefly for over 27 years and never had one overdraft fee. This institution is untrustworthy and unreliable.
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July 2022 by R Hirai
Bank that destroys your hard earned credit score! My autopayment was cancelled without my knowledge before I paid off my car loan. I didn't realize it and missed 2 payments. There were no phone calls or mails and I was hit by almost a 100-point decrease in my credit score. I contacted TruStone immediately when I realized this and they insisted that I somehow set the expiration date to my autopayment even though I have no ability to do so. A teller set it up the autopayment when I took out the loan. A teller confirmed this but insisted that the expiration date was set by TruStone but based on "the customer's request." Why would anyone let their autopayment expire before the loan is all paid off? On top of that, I had to pay a late fee for their system failure. They have absolutely no willingness to work with me. I contacted the Better Business Bureau and the Attorney General Office. They gave BBB one sentence explanation denying my request to remedy the situation. They have ignored the request from the Attorney General Office. They also insisted that they communicated enough since they put the information that I was behind the payment on my online bank statement. I had an excellent credit score and was never behind payments until this.*Update: I received an unexpected letter from TruStone that they decided to adjust and remove the delinquent report to the credit bureaus. My credit score went back up where it used to be. I decided to keep this review hoping that this would help people in similar situations. I first contacted TruStone at the beginning of February. Once it became apparent that they were unwilling to address it, I contacted the BBB and the Attorney General Office 5 weeks after my request was first submitted to TruStone (I wanted to give them enough time to remedy it). They responded to the BBB with one sentence rejection of my claim and ignored the Attorney General Office. I received two additional emails from the Attorney General Office that they haven't heard back from TruStone and the office sent them additional letter twice more in early May and at the end of May. I believe that finally did it. I appreciate the persistence of the Attorney General Office and whoever at TruStone who realized that it just hurts their business to destroy someone's credit history for their own system failure and not correcting it. I still think this shouldn't have happened with a financial institution and I hope future customers will be able to get them correct it if they find themselves in this situation.
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June 2022 by S Kim
Since they switched from Firefly CU, they are NOT the same credit union we originally joined and will definitely not be using them anymore. I strongly urge everyone to read ALL the reviews.
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June 2022 by Emma Hextall
Phone service is terrible. They are very difficult to get in touch with and seem to loose your documents. Not impressed.
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March 2022 by Will S.
I was a Firefly member for over 15 years. I have stopped banking with them. I have Yelp posted this at all branch offices. If you plan to join a credit union, where ever you are, you might want to stay away from Trustone. Here are some of my experiences and observations. 1. Before the merger my FireFly checking paid interest no matter the amount of money in it. With Trustone, you have to have a $300 balance in their Premium checking account for the entire month to collect interest. If you fall below $300, you are charged a $5 fee. 2. My FireFly bill pay took the money out on the day the bill was due. Trustone, they take the money out the banking day before. For example, let's say 100,000 members have an average Bill Pay of $200 per month. Trustone then can make interest on $20,000,000 per month. Bill Pay gets more interesting when Monday is a holiday, and the bill is due on Tuesday. They pull the money out on Friday hold the money for 4 days while making interest on it. Note that people who have a Premium checking account lose 4 days of interest on the amount they scheduled in bill pay. The credit union I am in now does Bill Pay the old FireFly way. 3. Do a Google search on "trustone problems". You will see they have increased fees on the other financial products they provide. Credit Unions are members of the National Credit Union Administration (NCUA) at ncua.gov . They file a quarterly financial Call Report Form 5300. Start at the Analysis link at the top of the NCUA page to find it. I downloaded December 2020 and 2021 Call Reports. December 2020 included the combined FireFly and Trustone membership. See NON-INTEREST INCOME YEAR-TO-DATE FOR THE CYCLE, 12. Fee Income 2020: $ 7,725,277. 12. Fee Income 2021: $ 12,662,107. Fees increased by $ 4,936,830 (64%) in 2021. 4. See CreditUnionTimes, In 2020 Dale Turner (CEO) received a $283,622 retention bonus. Leon Eichten (CFO), Gary Jeter (CTO), Marty Kelly (CMO), and Kelly Robbert (COO) each received a $250,000 retention bonus. How are these folk worth it? Since the merger happened, there have been continued problems in trying to bank at the place, and member fees have increased. 5. Again, the 5300 Call Reports for December 2020 and 2021, MISCELLANEOUS INFORMATION, 4. Number of credit union employees who are: a. Full-Time (26 hours or more per week) 2020: 549. b. Part-Time (25 hours or less per week) 2020: 32 a. Full-Time 2021: 523. b. Part-Time 2021: 24 Full-Time in 2021 decreased by 26 people. Part-Time in 2021 decreased by 8 people. NON-INTEREST EXPENSE YEAR-TO-DATE FOR THE CYCLE, 22. Total Employee Compensation and Benefits 2020: $36,425,605 and in 2021 is was $61,267,265. In 2021, compensation increased by $ 24,841,660 while employees decreased. Who is getting the $24.8 million (68%) difference? Estimated 2020 average pay = Total Compensation(36,425,605)/Total Employees(549 + 32*0.5) = $ 64,470. Estimated 2021 average pay = Total Compensation(61,267,265)/Total Employees(523 + 24*0.5) = $ 114,518. The average credit union compensation is around $69,000. I am using Payscale, . There are other estimates, but all fall into this range. The Trustone 2020 estimate matches that at $ 64,470. Trustone estimated average pay for 2021 is $ 114,518. Let's face it, as a branch office/teller employee, you are not going to make $ 114,518 a year. You are in the $ 69,000 range, as the 2020 estimate indicates. Also, Payscale shows that total 2021 compensation increases based on median values across all positions ranged between 3.4% and 6.9%, see . It looks like the senior Trustone management has given themselves a raise in 2021. This seems to me is the reason for the increased average pay. I could be wrong. Still, how in the heck does compensation in a CREDIT UNION increase $ 24,841,660 (up 68%) in one year with the employee count going down? Also with industry staff pay increases in the range of 3.4% and 6.9%. The senior management at Trustone appears they are servicing themselves rather than the members. Their compensation appears not to be performance-based. Also, the
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November 2021 by Gillian Maxson
They suggest only having a small balance on your debit card in case it gets hacked- then they will drain your savings account when you get hacked.
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October 2021 by Chris Hyland
Had Firefly and then they were bought by Trustone. Since the merge, suddenly call center reps and employees from other departments have been nothing short of disgusting. The products are awful and since they merged it resembles a standard bank and not a credit union. Relationships don’t matter to them at all. Also, specifically Terry Sempf is an awful individual. Beware of her should you ever have the unfortunate experience of having to deal with her manipulative, conniving, rude ways. Just closed my account today and couldn’t be more happy to go to Affinity Credit Union! Peace
