Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
05.15.2024 made charitable contrib to ******* *********** FOP, PO Box 2035, *******, AZ for functions supporting officer offspring. *********************, President of $100.00 by Check No. 150, drawn on Tru West Credit Union, **************************************************************, Ph: ************. Waited for several weeks for them to cash my check. Called 800# on ******* *********** FOP flyer and recording stated that this org. is fraud?. 6.17.2024. In person at ******* *********** E ***** Ctr Dr to Dispatch Desk. Dispatcher said she did not know ********************* and later said he was in that office. Did not resolve my issue. Proceeded to drive to ******************************* Union, ******************************************, *****, to authorize a Stop Payment; and signed paperwork attached. On 6.18.2024, saw checked cleared and made in person visit to ******** and Branch Mgr refused to process my Stop Payment.Business response
07/01/2024
TruWest Credit Union has attempted to contact the member directly to discuss the matter. However, TruWest has reviewed the members complaint, responded, and considers this matter resolved. Should the member have further questions or concerns, they are encouraged to contact TruWest directly.Initial Complaint
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Commencing on or about 17 September 2023, I fell victim to a multilayered scam operation orchestrated by Global Currency Trading (globalcurrencytrading.info) (the Company), with the design, development, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulent investment services," all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of client losses to gains.? Money was transferred from my account via debit card, and through an intermediary named CashApp in the total amount of ******** USD utilizing your services.? Additionally, it is vital that you immediately take all actions within your power to remedy the situation, whether by raising chargeback in respect of the transactions in question or reimbursing me and crediting my account, for the full amount of these payments, in the total amount of ******** USD!Business response
07/01/2024
TruWest Credit Union has reviewed the members complaint. TruWest has previously formally responded on two separate occasions directly to the member relating to the matter. TruWest denies all allegations and claims by the member and reiterates its prior responses. TruWest is in no way associated with Global Currency Trading, or any party to have allegedly defrauded the member. While TruWest sympathizes with the situation, TruWest considers this matter closed and will not be responding further.Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called in to acquire about a skip payment. Spoke to an agent that is on recording saying that I am eligible for a skip payment and would just have to transfer 35 to the savings account to pay for it. I called back today to put through the skip payment and I was told I was not eligible. I asked to speak to the manager and got a call back. She said she listened to the recording and her employee did say I was eligible. She said that I was actually not eligible and there was nothing she would or could do even though her employee stated I was able to do itBusiness response
03/01/2024
TruWest Credit Union has reviewed the member's complaint and worked directly with the member to resolve the matter.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There is the fake company that keeps charging my bank account . I have contacted my bank numerous times . The company goes by SNL-1.com and also recently SNLOB.com . The bank is refusing to help me retrieve any of my money . Also I keep seeing activity show up on my bank account recently . I contacted this business with a supplied number ********** from my bank Truwest credit union . This company promised all my money back . I had seen my account ************************ back 3 of the 9 plus payments deducted from my account . Then again today (02-13-2024) another ****** transaction to my account . ********************** keeps allowing the fraud company to make fraudulent charges to my account even after the complaint . I'm beginning to wonder if both companies are working together in this fraud scam . I promise you I have no idea what this company does . I googled the company SNL-1.com , it takes me to a website that has a bizarre description of what their company actually does in hopes that I could identify what is going on but the description isn't of anything , it describes how they expertise in amazing online information for businesses technology? I still don't know what they do . I do not own a business and I am not a business . When I called them a lady from ***** spoke to me she made no sense and said they are a streaming service ? The only streaming service I have is ******* and when you ****** them a vivid explanation of their company comes up and makes sense . This company does not . I NEVER did business with them , I have no idea who they are . They sent me an email demanding I let them have access to my bank account to ********************** back all my money . I did not reply . Then I noticed a credit of only 3 reversals to my account . Then today I seen another charge of ****** to my account when I called fraud department at my bank they lead me around in circles and refused to help me . That's why I believe both companies are working together to fraud me out of money . Please help meBusiness response
02/29/2024
TruWest Credit Union has reviewed the member's complaint and worked directly with the member to resolve the matter.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I disputed a transaction back around October 2023. I got a letter back on December 29 saying the claim was valid after an investigation. After two weeks of waiting for the disputed amount to be credited back, I did not receive it. I called the number given and they said it would be escalated. I still have not heard anything back or received my money back.Business response
01/25/2024
TruWest Credit Union has reviewed the complaint and resolved the matter directly with the Member. Thank you.Customer response
01/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** Putikova
Initial Complaint
11/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Truwest opened a checking account for me on **********. I then attempt to receive a zelle payment from a friend. Truwest puts my account on hold. Not allowing me to access account in any form. Stop in branch at ************************. Rep. **** it's under fraud review. Show her my zelle email confirmation from friend. Repeated calls to customer service always end with promise someone will contact me....nobody ever has. Truwest is holding my money and my banking transactions up while they apparently do nothing. Pathetic cx service and unresponsive with many broken promises. Two weeks since account opened and its still on hold. I will seek damages.Business response
12/08/2023
TruWest Credit Union has reviewed the members complaint. TruWest has attempted to contact the member directly to discuss the matter. Should the member have further questions or concerns, they are encouraged to contact TruWest directly.Initial Complaint
04/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I noticed I had late payments from TRUWEST CREDIT UNION on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.Business response
04/21/2023
TruWest Credit Union has reviewed the members complaint and provided a letter response directly to the member.Initial Complaint
01/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have an auto loan thru TruWest. Due to an accident I missed making my December 2022 payment. I went into the branch located on *********************** in ****, **. on Jan. 2, 2023 to make the payment for both December and January. I made a payment of $6,000 and explained to the teller that it was for both months. My monthly payment is $401. So the clerk was supposed to use $802 to cover Dec payment and Jan payment then apply the rest to principal. This is what I told him. He did NOT do this. Now I'm being harassed by TruWest for not paying January's payment. I ALREADY PAID IT!It's not my fault the teller didn't do as I asked.Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have two complaints against TruWest credit union.1. TruWest does not make it easy to contact them for support regarding an existing auto loan. They do not have a phone number for their auto loan department listed in their website. Additionally, their general customer service support does not know what number to provide for support and advises to contact the ****. To rectify this, I require TruWest to list a support phone number on their website, as well train their agents to warm transfer customers to the department for their service requests. 2.) I contacted TruWest 10/13/22 and 10/20/22 ********************************* requesting the organization to complete a form to transfer my auto loan title from ******* to ******* so I can obtain my tags and plates for a new state. I also asked to have my legal last name changed due to marriage from ****** to lovato, unclear if they could assist but figured to ask. Additionally, I submitted a contact me form from their direct website on 10/21/22 and the company has continued to ignore every communication request. With the organization failing to openly communicate with me regarding my loan, they are in direct violation of regulation Z.Business response
11/02/2022
TruWest has reviewed the members complaint. Subsequently, we have been in contact with the member to discuss her requests and believe she has been effectively assisted.
Unfortunately, we do not have a record of related contact from the member prior to October 20, 2022, and from that communication we promptly responded. In addition to other forms of communication, we offer a customer service line for our members and also direct phone numbers for consumer loan assistance. We apologize for any inconvenience, as it is not our intent for any member to have a bad experience, but do consider this matter resolved. Should the member have further questions or concerns, they may contact TruWest at *************.Customer response
11/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an item from a seller that did not deliver the merchandise. I filed a dispute, and was asked to send in additional documents. The tracking number the company provided me gives a completely wrong address, I have sent in an entire packet of proof substantiating my claim. I know its only for $68 but this seller is clearly a fraud. The address they sent the items to isnt even a real address. The ***** tracking is non-existant. Ive been banking with TW for almost 10 years, and never had to file a dispute. But cant be trusted to verify time and time again that this was a fraudulent charge to my card. I received a closed notice with a note that says with questions call **** and cuts off. Disappointing they cant even give a number to ask how the decision was rendered based on a huge file of proof that this was not a fulfilled charge.Business response
10/12/2022
TruWest Credit Union has reviewed the members BBB complaint. After review, we have elected to provide the member credit for the disputed transaction. While the members dispute packet of information was not received, the members attempts to submit the information is evidenced in his current complaint. If there are any further questions concerning this matter, the member can contact us at **************.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
18 total complaints in the last 3 years.
7 complaints closed in the last 12 months.