Complaints
This profile includes complaints for Truwest Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:07/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I financed a 2019 Nissan Rogue through TruWest Credit Union for $26,095.68. Despite having continuous auto insurance coverage since purchase, I was repeatedly overcharged under the false claim that I was uninsured. I was being charged around $830/month instead of my contracted payment of $500.12 without notice or explanation.This has happened twice during the life of the loan, resulting in overcharges of approximately $4,259 the first time and $3,584 more recently. These incorrect charges caused my account to reflect as delinquent, which severely damaged my credit score by several hundred points. I have documentation proving I had valid insurance through *****************, **********, and **** all of which TruWest eventually acknowledged.Ive spoken to multiple TruWest representatives who gave inconsistent answers. I had to start over every time I called, and the internal notes were often missing or inaccurate. Ive been threatened with repossession, and the volume of calls felt excessive and borderline harassing. Despite regular payments, my balance still sits over $24,000 with no clear explanation.I am formally requesting a full audit of my account, including how many months I was charged $830, what late fees were assessed, and how my payments have been applied. TruWest removed visibility of my detailed payment history from my online portal, and I have the right to this information in writing.This mishandling has made it extremely difficult to improve my financial standing, and I believe a formal investigation is warranted.
Business Response
Date: 08/05/2025
TruWest Credit Union has reviewed the complaint and contacted the individual directly. Should the individual have further questions, they are encouraged to contact TruWest.Initial Complaint
Date:06/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My card was stolen and $3499 was sent to a cash app. The money was pulled for my bank account into my Cash app account. Im notsure how they got into my account but Im very worried. I will not receive my money back as I am in dire need of it.Business Response
Date: 07/07/2025
TruWest Credit Union has reviewed the individuals compliant and has been in contact. TruWest encourages the member to reach out directly to TruWest should he have questions or would like to further discuss.Initial Complaint
Date:05/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this complaint regarding a joint auto loan I have with TruWest Credit Union. In March 2025, TruWest inaccurately reported a 30-day late payment on my credit report to TransUnion, Experian, and Equifax. This negative mark significantly impacted my credit score. However, this was an error on TruWests part, and they later reversed the associated late feeacknowledging that I was not actually late. Despite this, they have failed to update the credit bureaus to reflect the correction.I have never missed a payment on this loan, and I previously submitted a formal dispute letter requesting that the remarks be corrected. Specifically, March 2025 should be updated to reflect Paid on Time and my overall payment history should be updated to reflect Never Late. TruWest has not made the necessary corrections, and this inaccuracy continues to damage my credit ********** addition, Ive experienced unacceptable customer service while trying to resolve this matter. Two different representatives gave me incorrect and conflicting information and were unable to provide proper assistance. The final representative I spoke with treated me dismissively, as if I were not a joint borrower on the account. I was forced to answer approximately eight verification questions and even then, the representative was hesitant to share the account information I rightfully ************ co-borrower, who is the primary driver of the vehicle and the main point of contact, has also had repeated negative experiences with TruWests customer service team. The service has been consistently unprofessional and unhelpful, and it reflects a deeper issue with how TruWest treats its consumers.This matter needs immediate attention. I respectfully request that TruWest Credit Union:1.Promptly update all three major credit bureaus (TransUnion, Equifax, and Experian),2.Correct the March 2025 status to reflect Paid on Time, and 3.Update my account status to show Never Late.Business Response
Date: 05/23/2025
TruWest Credit Union has reviewed the complaint and contacted the individual directly. Should the individual have further questions, they are encouraged to contact us.Customer Answer
Date: 05/23/2025
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
Date:05/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Overt discrimination. I applied for a loan and two of ******** loan officers are purposely withholding my loan application and ignoring my calls/emails to keep me from getting a loan. ***** ********* and ******** ********. I have been trying to call into the Tru West mortgage department to report this and no answer or returned calls.Business Response
Date: 05/20/2025
TruWest Credit Union has reviewed the complaint and contacted the individual directly. Should the individual have further questions, they are encouraged to contact TruWest.Initial Complaint
Date:04/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i have been banking with ******** for over 3 years now. every time I TRY to use the banks zelle to TRY and send money, there's ALWAYS A PROBLEM !I have to call the tech line for assistance to fix this issue, not only is it frustrating, but CONSTANT, IS BAD BUSINESS !!!MY SON ATTEMPTED SEVERAL TIMES YESTERDAY, TO SEND ME MONEY . I GOT AN EMAIL SAYING IT DID GO THRU ? BUT MY BANKING APP SHOWS NO DEPOSIT !???ONCE AGAIN PROBLEMS, JUST LIKE EVERY TIME I GO TO THE BANKS WEB, IT NEEDS TO VERIFY MY PHONE ?? LIKE I THOUGHT WE REGISTERED MY PHONE 2 YEARS AGO, WHEN I GOT THIS PHONE NEW !!!????NOT BEING ABLE TO MOVE MY MONEY AND CONSTANTLY HAVING TO VERIFY MY CELL IS LUDACRIS !!!???? PLEASE HELP MY BANK GET THINGS RIGHT , T YBusiness Response
Date: 05/12/2025
TruWest Credit Union has reviewed the complaint and contacted the individual directly. Should the individual have further questions, they are encouraged to contact TruWest directly.Initial Complaint
Date:12/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After seeking a hardship request from TruWest for being over extended on debt, not only did TruWest tell me there was nothing they could do on their end, but they put a hard inquiry on my credit report on November 29th 2024. I was unable to dispute this directly with Experian since they referred me to TruWest, of which they told me it was well within their right to pull credit whenever you attempt to re-negotiate the terms of a loan or credit card. Mind you, I have never been late on a payment, the account is still current and up-to-date, and there is no pending collections action against me. I was simply reaching out for help to see if they could close my account and have me pay off the full balance with a reduced interest rate over a period of 60 months. It's unfair for this credit union to have to punish their customers with hard inquiries on their account for a full 2 years, simply for just reaching out for help.Business Response
Date: 12/23/2024
TruWest Credit Union has reviewed the complaint and have sent a response directly to the individual.Initial Complaint
Date:09/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i complete my payments to this company since june 6 2024 and i have the letter of complatition from their lawyer and they havent update the balance after ************************************************************************************************************************************************************************ because their lawyer did not update my case even after my loan was paid as agree.Business Response
Date: 09/27/2024
TruWest Credit Union has reviewed the member's complaint and has resolved the matter directly with the member.Initial Complaint
Date:08/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Company requires knowledge of last direct deposit just to answer ANY questions what-so-ever over the phone... This requires a customer to dig thru pages of on-line screening just to find out amount of last direct deposit. All other security questions answered.... Name, address, DOB, SS or member number, etc.Since on-line access is not guaranteed, this last deposit question blocks customers from accessing services over the phone and is therefore illegal and needs to be removed immediately from the screening process.Business Response
Date: 08/20/2024
TruWest has reviewed the BBB complaint and has attempted to contact the member. TruWest encourages the member to contact us directly if he would like to further discuss the circumstances.Customer Answer
Date: 08/21/2024
i have received no contact. I can be reached at ************************Business Response
Date: 11/25/2024
Good morning:
TruWest contacted the member on September 9, 2024, to discuss his complaint. The member provided he no longer wished to discuss the matter. TruWest considers the matter closed.
Thank you, Alysse
****** ******, Esq.
Initial Complaint
Date:06/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:06/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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.
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