TruWest Credit Union - Gilbert E Pecos Rd, Gilbert

Worst financial experience of my life. They recently changed how you pay for car loans on their website. Two years ago I co-signed on a car for my sister. Once this change happened they locked her out of the account and started calling me daily for payment setup. We instructed them that I was the co-signer, I have never paid them, I do not own the car, and to work with her. They ignored us and continued to call me despite her trying to work with them including providing my required details, such as SS#. Finally fed up, I tried my hand and called them, these calls were after hours because I work, so I left messages. I never received a call back, but continue to get the daily automated calls to call them. Took time off from work to resolve this and was hung up on 4 times and left on hold for 20 minutes then disconnected. This is atrocious customer service for anything, but especially bad for dealing with someone’s money. We will be refinancing with another institution just to get away from this horrid place.

I have used TruWest as a secondary personal bank for about a decade. I never had any complaints but really only made random wire deposits. I decided to move all my accounts including business accounts from one of the large banks in hopes of building a better banking relationship. TruWest refused to open the business account because it is a retail business that sales through an ecommerce avenue. This is a well established and high cash flow business. After expressing my frustration, the employee offered to have a manger call me to see if an 'exception' could be made to this ridiculous policy. I never received a call back. My personal accounts are now closed there and I found another local credit union that has provided beyond satisfactory services. I won't waste my time with this CU again.

I want to thank Eric at the Gilbert Pecos for taking time out to help me with my debit card and pin number. I was having such a difficult time trying to access customer service and then when I did I was transferred several times. I tried two days of this before going to the drive up teller, that where I was greeted by Eric who reassured me he would help me.and he did just that!! He is friendly, professional and awesome!! He even came out to assist me with a different contact number and I was able to set up a new pin number. A big Kudos to Eric for being so kind and having patience with me : ) Thank you!!

I had to very quickly switch financial institutions and getting my accounts setup in one day was so much easier than I anticipated. I was approved and got my new cards in the same day! The assistant manager was so incredibly patient with all of my questions and never made me feel stupid or like I was asking stupid questions. My first experience here has been the complete opposite of what I received at my previous bank and I know I made the right decision to use TruWest.

TruWest refuses to partner with Zelle. I'm a business owner with a business account, through TruWest and have been banking with them for 14 years. I've seen more demand for Zelle in my business than any other money transfer products but noticed I'm unable to send with TruWest. When I called customer service they explained that they are unwilling to pay the fees for Zelle and ultimately I was hung up on by that Rep (I kid you not). There are some other pretty significant limitations for a business owner but this was a wake up call for me. I must, very reluctantly, uproot all of my financial accounts and look for a more robust, diversified and busines friendly institution. I will say that the staff in the branches are incredibly professional and courteous, always have been. I am forced to frequent regularly because of said business limitations. Too bad their leadership doesn't support them better. Hopefully the leadership bonuses aren't responsible for the poor systemic and functionality deficiencies but I'm sure they aren't cutting corners there.

The staff are friendly and professional - that's literally the only thing they have that's good for them. In general, TruWest DOES NOT care when you claim fraud on your debit card. I have brought up a dispute multiple times and I called them the moment I discovered it. The hold time is atrocious, too. If you want a bank that has honor, go somewhere else with your money.

My wife and I setup a new account here today with Justin. He was knowledgeable about the accounts and helped us out quickly. We got all set to go with all the accounts. Great mobile app and easy online banking. I'm looking forward to a new credit union who looks out for their customers.

There are two people who work here that we really like and always try to work with when we're there, especially Aaron, he's always very helpful and nice. Have had a few issues with this bank in general on things that took multiple inquiries to resolve but overall it's been a good banking experience and we really like this branch that is by our house.

Short story - DO NOT BANK HERE - THEY DO NOT CARE ABOUT THEIR LOYAL MEMBERS. Long Story - This bank doesn't try to work with it's members at all. I have been banking with them for a few years now and recently switched to another bank for a few reasons but decided to leave our account with them open because I planned on using it again soon. During this time, I left a little bit of money in my account and didn't use it much. I recently have been having some financial issues because of COVID-19 (not working) and had to use the money in my account and then some which caused 2 overdrafts. I called to ask them to please reverse the fees because of the circumstances and because it is a whopping $35 each ($70 total) that I can't pay right now. They only agreed to reverse one even though I told them my situation and that I could not pay them. The woman I spoke with talked to her supervisor, who apparently couldn't care less and nothing. So I tried to understand and I transferred some money into the account to cover most but it was still negative by a few dollars. I then had another bill automatically withdrawn from the account before I could cancel it (which I know was my mistake) a few weeks later and called to ask if at least one of the 2 overdraft fees could be reversed and they would not do it. I explained how I cannot afford an extra $70 right now since I can barely pay my bills and could possibly pay one but they couldn't care less. They will only reverse ONE fee per YEAR!!! That is completely ridiculous! I have banked at many places and they have always done at least 2/year but I have also had banks reverse 3 in a year because they actually value their customers (AND BECAUSE THE FEE IS MADE UP - IT DOESN'T ACTUALLY COST THEM ANYTHING). Those other banks did that for me when there wasn't a pandemic happening and TruWest cant even reverse 2 during a major crisis!!!! I am sure they will get help from the government during all of this but won't do anything to pass the help down to it's "small" customers. Again, reversing the fees doesn't cost them anything - they've made money off of the money I have had in there over the years but god forbid I ask them to not charge me an arm and a leg when I overdraft a couple times during a pandemic. I am disgusted and will tell everyone I know to never bank here!!

Me and my family have been with TruWest ever since we moved to Arizona. Even when my younger sister and I would stop in the office with our parents as little girls, the staff always greeted us, offered lollipops and showed us all the new currency that was coming up. When I went off to college and visit the credit union during the summer, staff member's would always ask me how was school was going. I was offered to apply for a credit card, but they never pushed or coerced me to get one. Now as an adult, I visit the office more frequently. I am impressed how quickly they do their services, and when there's a long line, there's always a staff member that pulls customers aside to if they've been helped. I have been a member for over 15 years, and I do not see that changing anytime soon.