TruStone Financial Credit Union Corporate Center 27th Ave N, Plymouth

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.

I am a local REALTOR and I personally had this bank drop the ball, lender retired, no notice was given to me, I reached out to my lender for 2 weeks with no response (no out of office email notification, no voice mail notification) before finally getting a hold of corporate. They then told me he retired 2 weeks ago, because we are in a new build process the rate was not locked in (rates can no be locked in on new builds until the builder has a firm close date)no one at TruStone was told to follow up with us. They just dropped us, 2 months before the house is scheduled to be done. we frantically have to vet another lender, deal with another recent interest rate price increase because THEY dropped the ball and to top it off, they offered us ZERO compensation for there mistake. Good customer service would have been them buying our rate down. Lesson learned, especially as a REALTOR, I will never let my clients go to TruStone.

Worst. Merger. Ever. I've had account here for about 15 years (when it was USFed). And since the merger, I've experienced the worst support, the worst degradation in services and products—bigger is not better. I thought the rebrand to Firefly was iffy, dropping some of the easiest to use and best integrated online financial tools and apps. Now, given what TruClown has switched to, losing all my data by the way, I'd be grateful to go back. The new financial tracking software is externally hosted and has no mobile support. Excel is more accessible 🤣 The merger hasn't improved the institution, it made it weaker. I applied for an auto loan, it's been several business days since they've pulled my credit report and no one has contacted me—which really might be to my benefit given the auto loan experiences shared by others. Remember that time they sent out bad VISAs with broken chips? Then sent new ones with new numbers. Making tons of extra work to switch accounts over? I do. Phone? Put on hold. Online chat? Maybe a 5 or 7 business day response time. I feel bad for every single member that has endured this dumpster fire of an institution since the merger. I hope everybody can find a better place and leave this heaping wreck. Avoid this credit union at all costs.

TruStone use to be a great Credit Union. I realize everyone is short staffed so I've tried to be understanding but when I've had to call 4 times for a simple task (new credit card) and no one can complete this, with wait times 40 mins plus each time, it is a bit ridiculous. It took me two times of calling to get the replacement - when I got it, they sent the card in my husband's name when I specifically asked for mine. Second time I called - I waited two weeks for the card and after calling back, the person didn't even order a new card. That person proceed to order me a new card which ended up being sent in my husband's name AGAIN. Each time I'm asked if I have a branch by me - I don't. I'd be adding on over and hour errand run to get a new card. However, even if I did have branch within 5 minutes, ordering a card over the phone should be an option to easily complete.

Can't do this anymore. 10 years and lately the screwups are a joke. Wanted to like this place No one can help with a basic simple cancelation of a scheduled payment. App is broken. Website is broken. And talking on phone they can't do it. Been trying to cancel schedule payments to this Visa card for weeks. Bought I bonds and paid other debt. For weeks they can't cancel a payment so money in this account will barely pay mortgage. That really sucks. They'll definitely take the $20 fee for going under $2k. Speaking on that, if you go under $2k the last day of the month and go over $2k the 2nd of the month, $40 fee. Haha. What a joke. I accidentally moved money from visa card to checking. 10 seconds later moved it back. Charged a fee and they wouldn't refund it. Bought a house last year. Not through trustone because the lender couldn't be reached by cell, office, or email. In this market I needed someone who worked weekends. Once spent hours in a branch because I asked when a check would clear. They gave the date. I went there ready to make a big purchase. Looked like a fool when they said no to giving me the money. Lastly. Calls and the message system are not good. You must visit the bank and might get some help. I hear great things from wings. And the reviews at each branch compared to trustone show that.

this bank and the service it provides is absolute garbage the phone line doesn't work, the app doesn't work, and the whole institution doesn't care if they lose your money. They never get back to. Your institution fails bc after firefly merged you mismanaged their clientele.

I am a local real estate agent and I recommend Adam Pedginski to all my buyers. He is very knowledgeable and always willing to help. If you’re looking for any help purchasing a home or refinancing reach out to Adam right away!!

I moved my auto loan and HELOC to them and initially, it was very friendly service. But now there is a missing title. Many phone calls, left messages, emails and nobody wants to take ownership of anything. First impression was pretty good. Customer service has a LONG way to go. Making me rethink my decision for sure. 7-27 They have called me and confirmed what I needed with the situation with my title. The corporate office seems to be the place to contact for any issues vs the branch offices.

I have been with US Federal credit union since 2005. I love the relationship and friendliness, the staff knows me by name and treats me with respect. Some years after, they changed their name to fire fly. They became Trustone financial March 1st 2021. Today is March 8th 2021. I have been to the bank twice and both times I would say was a horrible experience. The second time of visiting the bank, after they have verified that a wire transfer fund was available in my account, I went to the st. Cloud location to get a check to pay off a bill. The teller starting asking what I sold to get the money, from who, why, etc. I responded to her but then she said she was not satisfied, she went to consult the manager who basically said I should have had the money go into my checking account, he told me they would call me the next day. Clearly, I have direct deposit going to the account and have done that for seven years, no problem. I do not feel comfortable with this type of bank. After 17 years, I will close my account and go elsewhere. One of the worse thing from my view as a customer is the merger or acquisition with TruStone.

I was a member at Firefly credit union until the Trustone merge. Tried calling several times to change my online banking info to get into my account so I could pay some bills. the few times they did answer I was transferred and after an hour no one got back to me and I hung up. This has been going on the past couple of days no one ever answers the phone line. I was curious if other previous firefly members have been having the same issues and after finding a lot of recent complaints about lost deposits, lost information, bad customer service, and no sense of urgency I will be closing my account. I HIGHLY RECOMMEND PREVIOUS FIREFLY MEMBERS WHO ARE EXPERIECING THESE ISSUES DO THE SAME.