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February 2024 by Brendon C.
Rates are good and their people are high-quality but at times scarce. Their account management software is dismal--they haven't figured out that accounts can be joint, and that having only one cellphone number tied to the account makes it impossible to access information because of two-step verification. Their phone tree is full of information that will be explained to the caller slowly and repeatedly. The big banks I've used (usbank, WF, USAA, chase) have more robust apps and websites, and this lack is glaring in an age when getting someone on the phone is so.....GenX of me.
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December 2023 by Dawn Lanier
I had no issues with Firestone 2 days ago I called to cancel my account close it all out I signed the closure form and had charges on my account now being told that they will review which takes 10 days and then since I know they won't close it out will have to call again and keep calling until I can get someone to close it out. All of trustone sucks doesn't matter the location
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July 2023 by Darin Mays
Small business owner? Stay away.It's unbelievable how difficult TruStone makes it for small business owners to run their business. It seems like everything that's a standard for other banks/credit card companies, it's an issue here.The online banking app feels like it's pieced together and the features are missing basics found elsewhere.They use different passwords for different systems. Make sure you have a good secure Password Tracker just to keep track.Oh and the "Fraud Protection'' is an absolute nightmare; the logic is outdated and ON A MONTHLY BASIS my debit card is locked out due to "possible fraud" activity. Unlike industry best practices, like getting a text message ''did you make this purchase?", they require you to call to validate a purchase. And if you don't? They lock out the card, then you have to spend an hour getting transferred to different departments and sitting on hold just to use your card again. Plan on doing this every month.Try to talk to someone to fix the issue? No one knows the answer. Customer service blames the Fraud Department while the Fraud Department blames Customer Service.They outsource their Fraud Department, so if you try to escalate to get to the bottom of something, you just get a "team lead", and they harass you.Stay away.
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May 2023 by Tristan Klausegger
Strike One: My mortgage “consultant” could only be described as the type of man who would wear a class ring as an adult. Was not impressed with the underwriting or closing experience.Strike Two: I have visited the LynLake branch twice, and neither experience inspired confidence in the staff.Once to provide proof of insurance for my mortgage (which they should already have since I escrow), and once to order a debit card. Apparently, they had an old address from where I was living when I applied for my mortgage, so they refused to mail me a debit card, even though I specifically let them know that the property address for the mortgage is where I have been living since closing, and that I’m getting marketing and solicitation at that address, so obviously they have it on file.Strike Three: TruStone is a nonprofit that operates like a for-profit. I have never received more marketing or solicitation in my life. Technology is not the best, not the worst, in person support is consistently inconsistent, and contact information is for the toll-free number only, requested a branch manager and was cold-transferred to voicemail with no callback number.These three strikes are seriously causing me to regret my mortgage, and especially regret changing my direct deposit over from Chase. No accountability for their error, no follow up or attempted resolution.Chase feels much more premium than TruStone.
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May 2023 by Michael Harris
Limited shared branch services. You are better off using another provider. I hope TruStone is removed from the program. You can't process regular transactions at this branch that are available elsewhere, and that TruStone members benefit from without reciprocity.
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April 2023 by Tristan K.
Strike One: My mortgage "consultant" could only be described as the type of man who would wear a class ring as an adult. Was not impressed with the underwriting or closing experience. Strike Two: I have visited the LynLake branch twice, and neither experience inspired confidence in the staff. Once to provide proof of insurance for my mortgage (which they should already have since I escrow), and once to order a debit card. Apparently, they had an old address from where I was living when I applied for my mortgage, so they refused to mail me a debit card, even though I specifically let them know that the property address for the mortgage is where I have been living since closing, and that I'm getting marketing and solicitation at that address, so obviously they have it on file. Strike Three: TruStone is a nonprofit that operates like a for-profit. I have never received more marketing or solicitation in my life. Technology is not the best, not the worst, in person support is consistently inconsistent, and contact information is for the toll-free number only, requested a branch manager and was cold-transferred to voicemail with no callback number. These three strikes are seriously causing me to regret my mortgage, and especially regret changing my direct deposit over from Chase. No accountability for their error, no follow up or attempted resolution. Chase feels much more premium than TruStone.
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April 2023 by Desarae
Nice bank, bad location as it's on a pretty busy road. I'm from out of state so this is what was given for a sister bank. Wanted roll of quarters and was told because I don't bank there, I'm not allowed to receive a roll of quarters. It makes no sense as it's a sister bank. I asked what can I do to get quarters, I quote "become a member" I don't even live here why would I become a member!??? He was very nice about it and gave me two rolls but said next time I won't be able to. I know it's out of his hands but I don't like this bank's policy. So next time I need to do laundry because I stay at a place that's coin operated I have to go to the Laundromat. Smh
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April 2023 by Andrew Stevens
There was only one person working, they were extremely rude at first and talked to me as if I was a kindergarten being scolded without even hearing what I needed help with first. They did become nicer after I had to snap on them, but I took my business to the golden valley location instead.
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April 2023 by Quinton Payne
For the drive through. Yaw should give a clip board to write on. Instead of giving us a flimsy piece of paper to write on. Step it up.
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January 2023 by Samuel Young
The best branch with the best employees. From management to employees in training you get treated with the same great service and respect. As a member for my business and personal banking it is a pleasure to stop in this location every time.
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December 2022 by Pamela Huff
Bank closes at 5pm. I arrived at 5:36-38 pm and was told I had to leave. This is the second time I’ve high tailed it to this location and was told I could not be helped and that no one should be inside. If no one could enter the bank, why are the doors open or why isn’t there a greeter at the door (not sitting down) informing people of this.I’m so upset with the level of unprofessionalism and back-peddling on their comments I do not know what to think or do.I have so much vested in this bank and I have some decisions to make.
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December 2022 by Phil Deveney
If only I could give this company 0 stars. Have had holds placed on checks multiple times despite these checks coming from the same place EVERY time. None of them have ever bounced, yet trustone continues to pull this stuff. And whenever I call, they tell me that it will be five days before they disperse the whole amount and that they're not allowed to tell me the reason for the hold. Despite the fact that this money is coming from a known source and a reliable one. TRUSTONE if you're reading this: get me my money today, or when this five days is up and I get my money from you, I'm gonna withdraw everything and move banks. Message me back on here, and give me a number to call so we can resolve this
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November 2022 by BrantaCM
Great service. App and website are terrific to use. Lobby is welcoming, with coffee for members.
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July 2022 by Kathy S.
Not very impressed so far. I recently opened an account with them. First of all, the process was very hectic because the employee was frazzled that day. Ok, that happens. But I think it meant that a lot of things did not get properly explained or done. For example, I assumed I would be receiving checks for my account as a matter of course, around the same time that I received my debit card. I did not, so I called to order checks. I paid extra for them to be shipped by the end of the month, because my accountant needed the checks. Unfortunately, the checks still have not arrived. Then, I find out while trying to deposit a check for the first time that new accounts can't use mobile deposit for the first 30 days. No one informed me of this. Today I tried to use my Trustone debit card to purchase something using PayPal, and I received a message that my bank blocked it. I called the 1-800 number on the back of the card and the security department assured me that they had not put a hold on my card -- so TruStone must have. I will need to call them during their business hours to figure this out, and unfortunately it's a long weekend. So far I am confused about the roadblocks I'm facing in doing pretty simple banking stuff.
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April 2022 by Chris S.
Working with TruStone for a number of years now has been nothing less than frustrating. I have been given incorrect information regarding multiple issues/transactions with this "credit union". The errors they make have happened every time I've dealt with them. From canceling insurance, taking out loans, getting credit cards... The most recent was that I went in and paid off our vehicle by writing a check. The teller told me that the banker wasn't available to notarize the lien card so I needed to come back the next day. I asked if it could just be mailed and was told no. So I accepted that answer and the next took time off of work to get get the lien card. After waiting almost 45 minutes to speak to the banker she tells me with much attitude that it takes a few days for the check clear so she can't provide the lien card until the check clears. This really irritated me because it was again bad information. I called customer service to express my frustration. After explaining the situation I was now told this all important lien card was normally mailed out and it took about 2 weeks. Now I am even more angry and asked to have a manager call me. That was over 2 weeks ago. I still have not heard from them nor have we received our lien card. It sure would be nice if they would train their employees to not provide bad information and waste people's time.
