Trustone Financial

It's Just Dee

2 years ago

We had been members since 2005, through US Federal Credit Union. They later became Firefly and eventually became Trustone. Over the years, we financed several cars, a motorcycle, and a boat. The last vehicle we financed, we had the insurance transferred over from our traded in vehicle. After several months, we started to get auto insurance added to our regular payments without any form of notification. This was resolved after speaking to someone in the insurance department at Trustone. We did not appreciate the way this was done without notification. The last straw was when we misplaced a debit card and requested a replacement and was told up to 10 days. After two weeks, we contacted Trustone and was told they would expedite one to us in 3-5 days. We didn't receive that either. After almost a month, we opened up a replacement account with another Credit Union, had the funds transferred, and closed the Trustone accounts. Very unprofessional and underhanded way of doing business. I've used credit unions since age 19, over 40 years, and a couple of relocations. But this is unlike any credit union we've ever had. We do not recommend Trustone.

Muz Tze

3 months ago

Terrible customer service. The representatives in Plymouth have no professionalism. The headache is not worth getting a loan with this bank.

James Scott

2 years ago

I have been regretting joining this credit union since opening an account with them a month ago. I would suggest joining Pentagon or Navy Federal Credit Union where they have better customer service. I recently applied for a CC with them and Troy Julian, a lending Specialist, was of no help. I was told my hourly rate not being on my paystub is unorthodox. I have never applied for a CC and have them even ask for an hourly rate, it’s always annual. Then they never sent me a debit card. Called and asked why and was told “people usually come in and pick it up, that’s why”. Are you insane? I don’t have to bank with you, I have options. My co-worker told me to not join before I did but I took a chance so I’m telling you…DON’T join. They’re very “unorthodox” when it comes to customer service and how they run their business.

Cory Frautschi

4 years ago

In October of last year, I financed my vehicle through an auto loan from TruStone. My auto insurance policy was immediately updated to reflect the new vehicle and listed TruStone as the lienholder. In January of this year, without any advanced notice, CPI (collateral protection insurance) was forced onto my account and I was charged for the policy. At no point did anyone ever reach out to confirm that the vehicle was insured. This is completely PREDATORY given the fact that I was told I needed to enroll in autopay to receive the best rate on my loan. 5 phone calls and one month later, the CPI has finally been removed from my account. However, I still haven't been credited for the overpayment despite being reassured that I would be made whole. Instead, they simply continue to withdraw payment for the original loan. It's really a shame that TruStone would rather make a quick buck instead of maintaining trust with the customer and collecting even MORE in interest over the life of the loan and any future financing endeavors. Talk about a flawed business model. This is undoubtedly the worst experience I've ever had with a financial institution. Wells Fargo circa 2012 looks like a saint compared to what I've seen from this credit union.

Dave Axelgard

3 years ago

We just moved to MN, and was in the market for a new auto loan. After cold calling 6 different local credit unions, these guys had the best rates so I went with them. I just finished the loan process (with a specialist named Josh Rains) and I gotta say, it was the best experience I’ve had with a financial institution of any kind. I was on a super tight 24 hour deadline, we were working with a brand new car company without traditional dealers (and consequently some unorthodox processes for 3rd party lenders), and Josh really went above and beyond to make it all happen. He was extremely responsive, he communicated clearly and outlined the strategy to help me get what I needed, stayed late on a Friday night to make sure that we’d be able to hit the deadline, was up early on Saturday to fight for a better rate for me, got it, and still managed to hit the deadline. I’m not a big leaver of reviews, but I’m also not used to this level of customer service, *especially* from a bank. Honestly cannot recommend highly enough.