TruStone Financial Credit Union Lyndale Ave S, Minneapolis

EDIT: I have since been contacted by company but I was unable to answer but definitely fid try to reach me.I was told I was denied a loan due to a bull being in collections. I found no bills I. Collections anywhere and when I've called or emailed in 5 weeks time I've gotten zero response. Horrible customer service

No, No, No. Avoid. Can never get through to customer service. Staff doesn't seem like they are properly trained. They disconnect after being on hold for 20 mins have to call back again and start over. Ineffective problem resolution. They just don't care. Accounts were messed up during the merger with Firefly/Truestone. It took weeks to get through and a resolution. It has not got better.. Awful awful awful.

If I could choose 0 stars, I would. I originally had FireFly Credit Union before they merged/got acquired with Trustone. As soon as the transition happened, I received everything fine for my personal account, but my business account NEVER received any debit card to replace my firefly account's card. When I contacted Trustone about my BUSINESS account, they told me to come on in and they could print a card for me... so I went in and then the teller said they didn't have the ability to do that for a business account. I was obviously upset but patient because mergers can be messy. They ordered me a debit card and said I should receive it within 2 weeks - I finally received it and it was spelled wrong and when I tried to activate it, it wouldn't work. So I went back in and spoke with a manager who also couldn't figure out why it couldn't be activated. At this point I'm furious because I finally had the card but still couldn't use it - all while my inventory was depleting and I needed to order more merchandise for my business but couldn't without the card. The manager ordered me a replacement card with a "rush" on it and I never received that replacement card so I STILL didn't have a working debit card over a month later. I went back in and asked them to look at the notes in my account to see where the card was and that's when the teller told me they don't even do "rush" orders because they had had so many issues since the merge, so the manager had lied to me. After months of going back and forth, I finally had a working card for about 3 weeks and then out of no where, it stopped working and when I went in AGAIN, they said another card was being sent out so I couldn't use that card anymore and had to wait for the new one. Needless to say, I'm closing ALL my accounts with them and have never been so disappointed at any business. Firefly was amazing and always went above and beyond and Trustone did quite the opposite. I eventually went negative in my business account because I wasn't making any profits because I couldn't buy new inventory so they completely destroyed my motivation for my business and made it so much harder than necessary. I called in and spoke with their loss prevention department and explained how upset I was and why I was negative in the first place and try and work something out to get this handled, but they had no sympathy even though it was THEIR fault and refused to help me. Then they sent my account to collections without trying to reconcile with me as a customer. Terrible customer service, terrible business ethics, and overall worst banking experience of my life. DO NOT RECOMMEND.

TruStone just does not cut it, $3K daily limits on debit card purchases, card member services close at 5pm and nobody can help you raise limits and when you get the chance, the questioning is annoying. As a previous Firefly member, this merge has done nothing but disappoint. I’ll be switching back to some national bank, immediately, the convenience factor is so worth it.

I’ve been with firefly credit union for almost 10years and have never had any complaints. Since the merger with TruStone I am truly disappointed in the lack of knowledge and poor management throughout. I don’t like the way my accounts are being managed and the customer service reps lack crucial expertise. For the first time in nearly 10years, I don’t feel like my earnings and assets are safe. Very sad to see such a good credit union go down. So sad.

I get call volume is high during the merger but this has been going on for months now. Customer service is terrible when calling about something or to make a super quick and easy transaction over the phone which has normally only taken me about 15 minutes before. Not only that but the fact that I have had to sit on hold for up to 45 minutes to an hour just to talk to someone. I've even been disconnected while talking to someone (call dropped or something) and if I call back I'm back to waiting another hour on hold to talk to someone. Something needs to be done because this is getting to be ridiculous for people who have been with Trustone since before the merger

Best experience I've ever had with a bank or credit union. Friendliest people who helped me get my credit score up and helped me get over my fear of banking. They know who I am by just seeing my face and know how to help with any issues I have had. Love this place and the people. Excellent credit union overall.

I opened a business account here several months ago and have so far been fairly unimpressed. For one, the online banking (mobile and PC) interfaces are very clunky and inefficient - I ended up calling several times in order to get logged in the first time. The support staff is also marginal. I was told I'd have my debit card sent directly to my house when I opened the account, but that never happened. When I called to ask what was taking so long, they said they'd have the card sent to the local branch. That also never happened. The third time they got it right. If things get better I'll update my review here, but first impressions aren't great.

You're fooling yourself if you really think the service here is different that a more mainstream bank. There's nothing courteous about courtesy overdraft. I closed my account 2018 after banking here for more than 20 years because they refused not to waive $60 in fees on my account after numerous similar issues were resolved without a fuss. The manager at the uptown location quite condescendingly noted that if I "don't have the money I should go to the loan department."

The last 4 or more years this has been a wonderful place to do business. All the staff is warm and friendly. People recognize a customer and go out of their way to accommodate guests. Service is personal and pleasant. The staff works to solve problems, not kick matters along the line. This place is reminiscent of the old-fashioned neighborhood bank, where customers and staff feel like part of a community, and not just a financial institution. The staff looks out for the financial well-being of their customers. They are not trying to sell a product or add complications to our financial concerns. Good work, Lyndale branch staff.