ComplaintsforTruStone Financial

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TruStone bought the previous credit union. I have had multiple conversations and I still cant login to my account. There is debt in there that I cant pay since I cant access my account and they have not been able to fix it for a year. It is affecting my credit and they are trying to come after me now

  Business response

  06/05/2024

  ****************, we have been attempting to contact you regarding your accounts.  We called on May 2nd, sent an email on May 29th,and have sent multiple notices in the mail asking for you to contact us so we can help you with your account.  Please contact the ********************* at ************, they will be happy to assist you with any questions you may have about your account and can also assist you with facilitating payments. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had to surrender my 2010 keep grand Cherokee due to my attempt to take additional loan to pay for the motor which needed to be replaced. I was informed after the car was sold the amount was a little over 6000 and would be charged off. I have many attempts to make pay arrangements but was denied due to account closed. I called again today and was given a collection agency and they never have received the loan. Now I am being told 8 owe over 3000 interest. I am hoping to make payment on the 6000 dollars owed without the added interest. I should not be penalized because you would never take any payment because the account was closed. *********** believed was *** account is charged off then the amount owed would stay at the ********************************************************** two years and now I cant rent an apartment because this is on my credit report. I hope that you will help be resolve this issue the lady I talked to today said she would accept 6703 today or I could make payment on 9700 and keep making interest payment . With all to respect I paid thousands of dollars on this keep and wanted to keep it but you would not borrow me the money to fix it I currently cant get a car loan and have to Uber and now can to rent an apartment. I hope you take this in consideration and reach out to me me with another resolution than I was offered today which I think is not fair at all

  Business response

  03/19/2024

  TruStone Financial will not share private account information in a public forum.  With that being said, we have researched your complaint and the two options communicated to you previously still stand.  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Issues happened on 03/06/2024 at 1600-1700 with store management. Today I had an issue at the bank with a manager due to an error on both of my accounts, and an account that is shared between me and my daughter. I noticed documentation on my account that demolishes my character and brings up racism, and judgment. They did not take the time to listen to me or go through my account with me. Instead, I was given copies of different transactions that were not thoroughly reviewed with me, but noticed in my account that a note was placed that I was verbally abusive. I was not abusive, nor was I engaging in conflict. I was disrespected in the bank as a customer. I was told when I wasnt even finished with the encounter that he had to help someone else.

  Business response

  03/14/2024

  TruStone Financial will not share public account information in a public forum. With that being said our SVP Director of MN Branches reached out and spoke with you on March 7th, 2024. We corrected the disputed amount and resolved the issue.  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 my personal tax refund of over $14,000 was deposited into a closed Trustone account. I do have another Trustone account, however, my ********** was neither forwarded to that account by ******************** or returned to the **** I spoke with numerous Trustone representatives in June/July of 2022 and it was confirmed by a ************************* that Trustone had returned my refund to the *** in July of 2022. The *** has issued a second 90 day trace and as of 1/26/2024 the *** reported by phone to me that Trustone has not returned my refund back to them. I have spoken to Trustone numerous times since they confirmed the funds were returned in July and have been told they are unable to see my closed account or any information regarding the refund. This is a significant amount of money to me and this prolonged delay without action by Trustone has created substantial hardship.

  Business response

  02/07/2024

  TruStone Financial will not share private account-level information or history in a public forum.  We have instead mailed a letter to **************** on Feb. 7th with a detailed account of where the funds were returned. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I initially began banking with TruStone Financial Credit Union, it was before it underwent a merger in 2020-2021 and was known as Firefly Credit Union. Before the merger, I had purchased a new car with a loan from Firefly, and couldnt have complained about anything at all until what I would call a very bumpy and unnecessarily difficult transition into TruStone.After 5 years of always on time payments on the loan, I paid it off in July 2023 - but I never received the lien release paperwork in the mail. When it was almost September, I tried contacting the credit union and inquired about the lien release, which I was informed had allegedly been sent, to the correct address on file, on July 14, 2023. I was informed that in order to have a replacement release form mailed to me I would need to pay a $20 fee, or travel to a branch location (the nearest being an hour drive away now) to plead with a branch manager to waive the fee. It would be much easier to pay the nonsense fee for a document Ive already paid around $20k for and be done with it, but to me this is unacceptably unfair and unprincipled behavior from an institution I am supposed to trust with my financial livelihood. After making the trip to a branch location, I was told they didnt have authority over the fee, but that they would get in contact with someone who does and call me back. 4 days later I was called and told they were unwilling to waive the fee, and they couldnt provide actual proof that they had ever sent one to my address at all besides referencing a note in the system saying it was sent.I am owed a lien release - the *first* one and not a replacement for one I did not receive due to no fault of my own- for my rightfully owned property without this ***** shakedown justified by their own incompetence.

  Business response

  09/11/2023

  TruStone Financial will not share private account-level information or history in a public forum.That said, our Collateral Protection Manager spoke with ************ on September 8th and shared that all credit union processes were followed, as well as we have a copy of the letter that was sent on July 14, 2023, which contained the lien release.  Unless it is a credit union error, we do not waive the fee to request a subsequent lien release. 

  Customer response

  09/11/2023

   I am rejecting this response because:
  
  The letter TruStone allegedly sent to my address with the lien release included never arrived at no fault of my own. Besides a digital copy of the letter they claim was mailed to me that they provided via email which proves nothing to me beyond the letter being typed up at some point, I have been provided no evidence that the letter was correctly addressed and successfully delivered to the post office.

  The bottom line is the letter was never received by me - TruStone insists that they made no error, and through verbal communication over phone call, implied that customers regularly misplace and then lie about such things in attempt to receive free replacement; I insist that the cause for my failure to receive the release either had to be the fault of a TruStone employee or the *************** and at any rate when the fault does not reasonably evidently lie on the customer, should the standard for how ******************** institutions like TruStone interact with their customers in such situations be to assume their own infallibility and impose an unreasonable punitive fee on their customer as consequence of an error that could have happened at any stage of the process from printing to sealing to addressing to mail sorting to shipping etc?
  

  TruStone has been immensely dissatisfactory from day one of their acquisition of Firefly (Clearly a very popular opinion judging by online reviews), and their unwavering committal to abysmal customer service and the suspicion Ive received over something this small and yet entirely a matter of principle has been the final straw.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mortgage Fraud/Theft - 2008 mortgage origination USFCU/**********, **, 2009/2010-loan sold to PHH Mortgage, 2013-Mortgagee attempted refinance under HARP during mortgage/bank crisis but denied by both USFCU and PHH Mortgage stating my loan was not conventional loan but consumer loan documents indicate mortgage is a conventional loan - 2016 USFCU rebranded name to be Firefly Credit Union, 2016 - mortgagee applied for refinance to lower interest rate with Firefly who declined and referred consumer to PHH Mortgage, 9/2016-PHH Mortgage approved refinance to lower interest rate that would save customer over $400/month but delayed processing loan for 6 months and then denied customer/mortgagee. ************** filed complaint with ** Attorney ******** Consumer Protection, and Consumer Financial Trade who also experienced delay in reply more than legally allowed/greater than 5 months. 2017-************************** fined PHH Mortgage $25,000 due to failure to comply. Trustone Financial merged with Firefly and claimed mortgage payments should be paid to them. 2022-Trustone Financial illegally impounded/escrowed mortgage account stating tax not paid to county but they were current. 2022-present-mortgagee continues to request evidence of mortgage documents from beginning to present with payments/fees/principal/interest/fees/penalties/etc and amount owing customer. 1/******/2023 no evidence presented to customer or effort to assist in resolution so customer stopped payments 2/1/2023 after 60 day notice of customers intent to discontinue payments if no reply. 2/1/2023-Trustone Financial Independently took money from checking account without customer consent. 3/************* closed checking account after emails/attempts to resolve were unsuccessful. 3/2023 - customer filed complaint with ** Atty ******** ** Attorney General and *** without response. 6/26/2023 customer filed complaint with ********** Police who referred to BBB.

  Business response

  06/29/2023

  TruStone Financial will not share private account-level information or history in a public forum.That said, TruStone Financials handling of her mortgage account has always been compliant and appropriate, which we have explained to her on numerous prior occasions. We are scheduled to meet with her again on July 11, 2023, in order to discuss any remaining concerns that she has. 

  Customer response

  07/17/2023

   I am rejecting this response because:

  Although I met with Trustone representatives 7/11/2023 and recorded our meeting as approved by  *************************** and *********************, they were not able to provide complete documentation  fromthebeginning of my loan  that supports their claims that they own and service my mortgage or provide answers to my questions or provide detailed documentation of my payments, to who, what account it was applied to, who or what company cashed it, what account it was applied to,  what fees were charge, their claims to justify escrow or a proper escrow account, proper calculations of loan payments,  etc per ** ********** of ***************************** rules for financing. In fact, there were many contradictions and more questions that arose and I am certain there are significant violations that warrant a thorough investigation not only for me but others.

  
  

  
  

  Business response

  07/19/2023

  TruStone Financial will not share private account-level information or history in a public forum. That said, TruStone has thoroughly researched, investigated and responded to Ms. ********** claims and found all regulatory requirements have been met.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an investment property located in NM. I've recently had some issues and wanted to reach out to the credit union that holds the loan. They have emailed and sent me letters, and I wanted to reach out and speak with someone directly about what was happening. I want to update them and come to an agreement on next steps. They however, do not respond. I've called the main credit union number, I have emailed and called several representatives that have emailed me, and no one answers their phone or replies to an email. I'm unnerved by the fact that someone can increase interest rate on a loan and send me communications that I owe documents, and then not follow-up with me personally when I continue to email and call them back for months. They also refuse to add anyone else onto my account as a representative to speak on my behalf unless I walk into a branch, which clearly I can't do because I'm located in ***.

  Business response

  04/03/2023

  TruStone will not discuss specific member issues in an open forum. If a member calls our contact center, they will be directed to someone who can assist them. If a member files power of attorney documents with the credit union, they can designate an individual to act on their behalf. 

  Customer response

  04/06/2023

   I am rejecting this response because: It was the issue we had in the first place. When you call the general line, no one there can help you, no one calls you back. 

  I did however, receive a call from a Supervisor from Trustone regarding my complaint, and my problem with the inability to reach anyone who helps with my account. She, so far, has been responsive and understanding to the situation. I am currently dealing with her, so with that, I see the main issue with this company closed, but I am still apprehensive. Thank you to the BBB, for without filing a complaint, I doubt I would have heard anything back. 
  

  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 2, 2023 I received a letter from our lender stating that our property was recently surveyed and now considered in a flood zone. Due to the new zoning area, we would need to obtain flood insurance on our property within 45 days. When we purchased this property in March 2011, we ran into the same issue with this lender. We advised them we are not in a flood zone nor have we ever been in a flood zone and they required us to get a survey of our land and prove that were not in a flood zone. So in spring of 2011, I found the necessary land surveyors to map our property. Upon conclusion of this survey, they advised that we were NOT in a flood zone. It took 2 to 3 months to obtain this information, in the meantime, we were forced to get flood insurance. Upon receiving the new zoning map proving we were not in a flood zone, Trustone reimbursed us the remaining **** months of flood insurance we were forced to pay. Now we received a letter stating we were now in a flood zone based on a new zoning map that Trustone obtained. I contacted Trustone and advised them that we went through this back in 2011 when we purchased this property and proved that our property was not in a flood zone. I asked them to pull up the flood zone map that we provided them in 2011 to confirm this. I received a call back from Trustone an hour later stating they pulled up my file from 2011 regarding the flood zone map and indeed I was correct and we are not in a flood zone. He explained that when they put this flood zone map in their system, they changed flood zone X (NOT a flood zone) to flood zone A (IS a flood zone). Due to that error, a letter was sent out to all Trustone lenders that were in this flood zone X, (which they changed to A) that they now needed flood insurance. Trustone advised me that they have changed flood zone A back to flood zone X and will be sending a notice to everyone that they are NOT in a flood zone and to disregard the previous notice sent on February 2, 2023.

  Business response

  03/21/2023

  TruStone will not discuss specific member details or loan issues in a public forum. Please contact TruStone directly. Generally, the determination of whether a property is in a flood zone is not made by the lender, but rather by application of FEMA maps. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out of ********* on January 3, 2022. Shortly after moving, I changed my previous ** address to my current address. No problems--so I thought. At the time I had an auto loan, credit card, and checking/savings accounts. In March 2022, I closed my checking and savings accounts. Doing this made it so that I couldn't login to my online banking any longer. At the same time, I was getting notifications that my credit score had declined due to "delinquent" payments. I call Trustone in April ************************************************************** by sending notices to my former ** address. I explain to them that I have moved and that is no longer my address. They tell me that the address is officially updated even though I had already done that. Everything seems fine. Then in August 2022, I'm getting notifications via a credit report that I have a delinquent account. So I call Trustone once again, they tell me that they are sending notices to my previous ** address. ONCE AGAIN, I tell them that I no longer reside in ** and provide them my new address--the same address I updated in Jan and April. They tell me that they have the address in their system. I think everything is fine. Now in Feb 2023 I am once again getting delinquent notices on my credit report. I had no idea! I call Trustone and they tell me that they sent notices to my previous ** address. AGAIN for the 4TH TIME, I am telling them, that is not my address. They tell me on their end they can see my updated address, but the department sending notices does not have the correct address. They have no idea how to fix this. Meanwhile over the last year my credit score has gone down over 100 points because of this. I want them to admit their wrong doing and advocate for these issues to be removed from my credit report!!!

  Business response

  02/14/2023

  We will investigate and respond to this issue. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In **** 2022 I apply for a skip a payment through Truestone financial the person on the phone told me that it would be applied and then I will not have a payment for **** but did not give me all the accurate information so I was under the impression that my payment for **** will put at the end of my loan but on July 3rd when I went to pay my July payment I was not that my **** payment is late and i would Have to dispute it with the back in office who have yet to respond to any of my calls or email but keep updating my credit report as late

*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. ↩