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September 2023 by K C
We were with TruStone Credit Union when it was US Federal, even before it became Firefly and then became TrueStone. We loved it. People loved it. We have had checking, personal loans, and 4 or 5 different car loans paid off. My husband and I had recently discussed with each other opening a HELOC for home improvements in early January, 2024. But, when we discussed this, we had not yet had to deal with TrueStone on a personal level. Until now!! We recently sold our last vehicle, the dealership paid it off, and we were due an equity check for the sale, we found out what disfunctional depths they have decended to. I am not going to get into semantics on their horse and buggy, self made procedures, but do know, they were not made with even a molecule of consideration for members!!! What I will be reviewing is the disconnect between TrueStone Credit Union and its members. Many of those members remember what it use to feel like to walk into their doors and feel taken care of, heard, respected and understood. With TrueStone those traits no longer exist. They do not exist nor are in their business model. Truestone has ruined the brand that got them where they are today. Customer care is a distant memory for members and comes across as a nonsensical request to their blind eyes and deaf ears!!! This is now. This is a new climate. TrueStone as a whole is dismissive, unknowledgeable, red tape entrenched, slow moving, depersonalizing, and the puppetmasters of gridlock. You are an account number to TrueStone, and they are a paycheck and nothing more to their employees from top to bottom. have two neighbors in Fridley who shared their thoughts with me a couple months ago and they they shared they and their family members left for the same reason. I hadn't encountered it til now because I didn't have to face to face or ear to ear with them until now. My neighbors were not wrong!!! We will never do business with them again. I am just glad we had the foresight to hold our business checking, other savings, CDs and Grandchildrens' savings accounts with another bank because we had considered moving them when they were Firefly and still operated professionally and effectively for their members. I do not usually make reviews, but this one is so necessary because I so not want others to fall victim to their incompetence and coorporate quicksand. I cannot stress enough, DO NOT BANK THERE!!! YOU WILL REGRET IT!!! I only whish I could have given them zero stars, but I had to select one in order to post this review!
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September 2023 by M T
Tellers are amazing, super helpful. 1-800 call center is a joke. Branch Manager is not nice, at all.
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September 2023 by J T
Not very impressed by the assistant manager. Next time I'll take my money elsewhere
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October 2022 by Frank Jonessian
Friendly, courteous, reasonably quick. Not like sand, but quick enough.
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September 2022 by Big Riks Outdoors
I tried working with these guys and nobody emails or calls back.
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August 2022 by J J
I like the tellers at the local branch, they are nice and helpful. However, if you need any help over the phone you are screwed. There is no way to contact the local branch. The only thing you get is an 800 number and the quality of the “service” you get varies wildly. Today I had someone I could barely understand and she was incredibly rude. I have also tried their online customer service and get no response. My issue could be fixed in about two minutes if I could simply speak to someone at our local branch. I am paying off my car loan soon and will take all of my accounts, as well as my son’s teenage accounts eleswhere.
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August 2022 by Zachary Erickson (Dulyunruly)
Absolutely awful people. Laughed at wife and I when we explained we couldn't afford to have our paycheck frozen for 5 days after opening an account. Very tone deaf to the poverty stricken nature of our current economic climate. I honestly hope Karma catches these people.
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June 2022 by Jake Soenneker
They shouldn't be allowed to call themselves a "credit union". Thanks for taking my balance in fees out of nowhere, guys. Their online experience is a joke. Their reviews say it all.Avoid.
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June 2022 by Zigby Sonarek (Dulyunruly)
Absolutely awful people. Laughed at wife and I when we explained we couldn't afford to have our paycheck frozen for 5 days after opening an account. Very tone deaf to the poverty stricken nature of our current economic climate. I honestly hope Karma catches these people.
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June 2022 by Nikki Stevens
The people that work there are so super friendly. And they know you by your 1st name and the minute you drive up to the drive-through.
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May 2022 by Dan eekhoff
I have been with this bank for 15 years plus. Used to have all my loans with Trustone. In that time I have had money pulled from my accounts (multiple times) for forced placed insurance even after I provided all necessary documents. I was never notified about the transactions other then a letter in the mail. This bank sends many letters a month trying to Solicit services you wont need or want. So I probably missed one of the many letters telling me my money was used without my consent.My advice is to ignore interest rates and the warm fuzzy feeling they attempt to give you. They appear to be only interested in selling new loans and not servicing what they have.Avoid at all costs. I have switched to another Credit Union in Sartell and am much happier.
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November 2021 by Scott Tomes
They just stole all my son's money out of his savings account
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October 2021 by kylee olson
They were able to give good rates however customer service is a nightmare. You can't get ahold of a branch it will only give you an 800 number. The woman that I spoke with was incredibly rude the entire time and super unprofessional until it came time to try and get me to sign up for a visa then she was pleasant and pushy. I do not recommend unless you absolutely have to.
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September 2021 by J L
I like the tellers at the local branch, they are nice and helpful. However, if you need any help over the phone you are screwed. There is no way to contact the local branch. The only thing you get is an 800 number and the quality of the “service” you get varies wildly. Today I had someone I could barely understand and she was incredibly rude. I have also tried their online customer service and get no response. My issue could be fixed in about two minutes if I could simply speak to someone at our local branch. I am paying off my car loan soon and will take all of my accounts, as well as my son’s teenage accounts eleswhere.
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June 2021 by Laura White
When Firefly merged with TruStone I paid little attention. However, there was a processing problem which was unexpected and caused a problem with my payment. When I contacted TruStone on the phone I received some of the best customer support I have ever experienced in my 76 years. The lady who handled this was friendly, professional and very thorough. I will hope that her supervisor rewards her work and coworkers follow her example. TruStone will be first on my list for future financial matters. Don White
