Complaints

This profile includes complaints for TruStone Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TruStone Financial

  1400 Riverwood Dr Burnsville, MN 55337-1557

• 

  TruStone Financial

  6303 Old Central Ave NE Fridley, MN 55432-5111

• 

  TruStone Financial

  2772 E 82nd St Bloomington, MN 55425-1365

• 

  TruStone Financial

  4290 Dean Lakes Blvd Shakopee, MN 55379-2828

• 

  Trustone Financial Credit Union

  2707 30th Ave Kenosha, WI 53144

The 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:03/21/2023

  Type:Billing Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:02/27/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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

  Date:02/14/2023

  Type:Billing Issues
  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 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

  Date: 02/14/2023

  We will investigate and respond to this issue. 

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  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

• Initial Complaint

  Date:10/31/2022

  Type:Product Issues
  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.

  Please note - Trustone has told us multiple times that all calls are recorded and they can tell when someone references an account- to verify this claim please listen to the phone calls from my son to Trustone on 10/4/22 AND 10/5/22 - that is if Trustone will release the calls......I am filing this on behalf of an account at Trustone that my son and I are joint owners of. The issue revolves around the fact that my son sold a microphone for recording music on the internet on 9/26/22. He received a check ($3,800.00) for it and deposited it in account xx1 on 9/30/22. On Tuesday 10/4/22 he called me and said that the person coming to pick up the item he sold was unable to get there and would like a refund.Both of us being wary or skeptical of this as a scam, thought it best to call Trustone to verify with them if the funds from that check on 9/30 had actually been cleared/credited to the account before he made any refund. My son called Trustone and the person he spoke with told him that the funds were there and available. Having done called to verify with Trustone, we both felt like it was then ok to refund the money, which he did.The next day, 10/5/22 my son tried to use his debit card and it was denied and he called Trustone and found out that they had sent his account negative by the amount of the check he had deposited on 9/30/22 that he had called about. This was AFTER WE HAD CALLED TO VERIFY WITH TRUSTONE THAT THE CHECK WAS OKAY TO AVOID THIS EXACT SITUATION!! The check was NOT good and they debited his account!! He called Trustone immediately to see what was going on and that he had just called the day before to make sure that check was okay to refund. The person he got that day said that they wouldn't/shouldnt have told him that....however they did!! (this is why we need to get the phone recordings - this is on Trustone)We both have called Trustone a number of times. We have been told we would be contacted within ***** hours at least 10 times or mor

  Business Response

  Date: 10/31/2022

  Please come into a branch or call our call center for further assistance. We will not discuss specific matters or actions on a public forum. However, it is generally true that under the law financial institutions must make funds from deposited checks available to account holders before it is known whether the deposited check will clear the account upon which it was drawn. If the check is later returned, the financial institution will reverse the credit which was initially granted. 

  Customer Answer

  Date: 10/31/2022

   I am rejecting this response because: I have been calling TruStone since the day this happened on 10/4/22. I also went into a branch in ********** on 10/20/22 and got no where and was told someone would be in contact with me.

  The response from Trustone does not address the **** that we called them to determine whether the check had cleared, not if the funds were available. They gave no indication that this check could or would be reversed.

  For me to accept their response would be ridiculous as I have been doing exactly what there response said I should do for the past 4 weeks and they have not responded.

  I am asking that the BBB gets recording of phone calls from 10/4 and 10/5 made by us to TruStone for evidence that we did try to avert this whole situation and it is on Trustone and their lack of training apparently with the call center to give out false and misleading information to customers. 

   

  The resolution for this matter needs to be Trustone owning up to their responsibility in this whole issue and returning our money to our account.

   
  

  
  

  Business Response

  Date: 04/12/2024

  TruStone sent a detailed response to this member in a letter dated November 2, 2022

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  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.

  These guys screwed my credit. Hard. They modified their system to hide one of my accounts from me, making it invisible unless you knew where to look. Two months went by before they contacted me and thus two months of "late payments" were accrued. I have asked that they reverse the late filings and correct the bug but was pretty much told to pound sand by ************** at Trustone this morning. I am absolutely livid with this company for what they have done to me and my credit score. I can no longer qualify for loans that I should be eligible for, this error in their system will end up costing me thousands. They refuse to apologize, they refuse to correct it, and they refuse to accurately report accounts to the user.

  Business Response

  Date: 10/19/2022

  We will not respond to specific issues in a public forum but we will follow up with our department responsible for credit reporting. 

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  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 husband and I have two RV loans with this institution. Both of our campers are parked/in storage. We previously were given a lifetime waiver of having collision coverage on one of our campers. The bank has refused to give us the same for our second camper for unknown reasons (just stated that was our old procedure). We bought our campers less then 5 years apart. We received notice initially around mid-May stating we had to prove full coverage insurance. I spoke with someone in the collateral protection department of the bank on at least three separate occasions verifying they just needed to submit a form to allow us another 6 months of No collision coverage. We received notification on June 22 that we can only have a waiver of collision for a maximum of 6 months of the year. We added collision to the camper that day, however insurance carriers would never backdate coverage 1.5 months. I was guaranteed on July 1 when I spoke with the bank again that they received our proof of full coverage and we would not be charged for any forced coverage or lapse. This was yet another lie, as my husbands loan was charged over $4,400 in late July for full coverage.When I called again, I was told yet another lie. That we would be refunded the full premium and my husband would only have one larger monthly payment as they couldnt refund before his next payment was due. We were guaranteed as well at that time the extra payment (over his monthly) would just be applied towards his principal once the refund was issued. Once again I was guaranteed there would be no lapse, since we were initially told we didnt need collision and our other camper doesnt have to have collision. Despite these false promises, we have only been refunded a portion, $631 remains owing back to us for what they claim is a lapse in our collision coverage.

  Business Response

  Date: 08/22/2022

  Please continue your inquiries with our collateral protection department. We will forward a copy of your complaint to them; however, TruStone will not use the public BBB channel to resolve specific member questions or complaints. 

  Customer Answer

  Date: 08/22/2022

   I am rejecting this response because:
  
  The business failed to reply to any of the complaint. I have already spoken at length with the collateral protection department. Th were the issue and lied on numerous occasions about the forced coverage and the refund regarding the same. Again, as stated in my initial complaint and my numerous calls to the collateral protection department, we were initially told we did not have to have collision coverage. By the time we were told otherwise, it was already late June and we added it immediately. Once that was done, we were told in three separate occasions that we would not be charged for any forced insurance and there would not be any lapse. Again, their response fails to specifically comment on any of our issues and is just passing the blame yet again to the same untrustworthy department. 

  Business Response

  Date: 08/23/2022

  As we indicated previously, we will not repeat or share prior communications between the credit union and a member in a public forum. 

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  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.

  A cyber crime was committed to our bank account at TruStone Financial. This is a joint account that I share with my son. We reported this issue at our branch the next business date from the initial transaction. TruStone did not initiate an investigation until about four weeks from initial submission. This violates Consumer Financial ***************** regulations. My son's laptop was infected with a virus that allowed a hacker to have remote access to his laptop from which, unknowing to us, the hacker could access his e-mail account and any other accounts or services available through the web browser. These included bank, credit cards, and Amazon accounts. Hacker used this access to make two transfers, totaling $8,498, from our account to an unknown destination. Trustone investigated claim and concluded that these transfers were authorized, even though we had filled out two sets of ACH Affidavits indicating that neither of us approved the transactions. They sent an e-mail indicating that they would review the incident if we can provide proof of our hacking claim. We requested to meet to share and review the evidence that we had- some which resided in the laptop and other that we had extracted and printed- but they refused to meet and indicated that they consider the matter closed and suggested we seek legal representation to further pursue.We have asked them multiple times for information to where the money was transferred to and they have refused to provide it. Even though according to regulations we are due to receive all details from the investigation. They have not been willing to answer whether they have spoken with anyone at the other institution.They have concluded based on their investigation that these were approved transactions. We have signed their affidavits indicating otherwise. They have refused us to meet with us to discuss the investigation or allows to prove the validity of our claims. BBB please help us bring the truth to light.

  Business Response

  Date: 08/10/2022

  TruStone does not respond, in a public forum, to private discussions or situations involving its members. 

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because they are not providing a response. 
  
  
  

  Business Response

  Date: 08/12/2022

  TruStone has had multiple conversations with the member about the subject of this BBB dispute. TruStone will not communicate private matters in a public forum. 

  Customer Answer

  Date: 08/16/2022

   I am rejecting this response because: they are standing by their comments that they do not address matters in a public forum.  The minimum response accepted will be that they will be willing to meet face to face to further discuss this situation.  
  
  
  

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  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.

  July 21/22 I was scammed while trying to open a Hulu account. Fraud called me having noted suspicous activity on my account and the cancelled my debit card July 23, I went to Credit Union met with a banker named **** who filed all the disputes and told me "I was covered". I rec'd a $350 refund. Now they are refusing to refund the balance of $911.

  Business Response

  Date: 08/10/2022

  TruStone will not respond, in a public forum, to private discussions or situations involving its members. 

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because:

  ** public law ****** Electronic Funds Transfer Act, Section E

   The **** protects a consumer for lost, stolen, or misused debit cards. These protections are similar to the protection afforded under the ***** Responsibility for loss in such situations is allocated between the transferring financial institution and the consumer. A consumers liability in such a case is limited to $50 if the consumer follows the appropriate procedure. The consumer must report the misuse of a debit card within 2 days of learning of the misuse. If the consumer fails to report a misuse within 2 days of learning of it, her potential liability moves up to $500. If she fails to report a misuse for more than 60 days, the **** does not place any limits on the consumers responsibility for losses. The **** prohibits creditors from requiring that a consumer repay a debt via electronic funds transfer. Lastly, any state law or contract that subjects a customer to greater liability than that mention above is preempted by the ****.

  
  

  Business Response

  Date: 08/12/2022

  There rejection provides nothing to respond to. Moreover, TruStone will not communicate regarding private matters in a public forum. 

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 Auto loan amount has increased by $5005 for insurance coverage. Twice I stopped in to the local branch and provided copies of full insurance coverage from the day I purchased the truck. I now see my second 3 year old auto loan charged for over $1000 added to the loan. Yesterday I noticed the auto loans were reduced to the original amounts but my checking was charged for over $6000. I have provided all insurance copies in person and emails. Cars have had full coverage the entire time.

  Business Response

  Date: 07/28/2022

  Call TruStone and ask to speak to the ******************************** for any questions or issues regarding insurance. 

  Customer Answer

  Date: 07/30/2022

   I am rejecting this response because:
  I have talked to this department twice and have sent all requests for documentation to prove the vehicle was insured from date of purchase. I have met with a Trustone banking representative 3 times and they have also talked in the insurance department and was given information that this issue was solved. I could see how one newly purchased  vehicle could have a glitch (VIN) or loan number problem but to go to a well established loan and charge that loan is criminal. This department needs to be investigated. Servicing low interest loans is not profitable but exploiting loans this way is wrong. Its not a small sun of money and the interest charged to all my accounts is substantial. Over $6000. Is there a ********* state banking authority that oversees problems like this?