ComplaintsforTruStone Financial

• 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

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  04/12/2024

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

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  08/10/2022

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

  Customer response

  08/10/2022

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

  Business response

  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 response

  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

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  08/10/2022

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

  Customer response

  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

  08/12/2022

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

• Initial Complaint

  07/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  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

  07/28/2022

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

  Customer response

  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?
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My wife and I were selling our home and had a buyer come in with an offer and pre approval letter through TruStone ************************************** that meet what we wanted. Because of this we accepted the offer, cancelled the open house, and let the other interested parties know that an offer was accepted. 3 days before final closing the mortgage agent from TruStone, *************************, denied his loan due to massive amounts of delinquent loans. Because the loan officer decided to not run the buyer credit report before issuing him a pre approval letter. We have lost a sale, lost all of the potential buyers for our home as they have found other homes, we have since purchased a home, and are back on the market as the market continues to slump. We have been absolutely duped by TruStone, specifically ***********************, by trusting a pre approval letter from this bank and trusting *********************** did his due diligence we are in a very tough position paying two mortgages and upkeep on two houses while we try to find a new buyer for a house that should have already been sold. We tried to reach out to find out what happened and have been stonewalled the entire time. Seller beware when a pre approval letter comes in from TruStone.

• Initial Complaint

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have two debit cards and a credit card with Trustone. They offer fraud protection as part of their banking services and if they detect suspicious activity they suspend the suspect card. They notify the primary account holder which in this case is my wife, of the joint account, often by text message. Every single time my cards have been suspended it has been because of false positive. The process to release the cards is long and they often ask questions about detail and dates in transactions which are challenging to get right. On the last two occasions, card suspension has left me stranded trying to pay for parking, and just now has me stuck 4 miles from home with no money in a heatwave. This has become a safety issue. Despite providing the correct responses to their questions about SSN and phone number, they could not resolve this most recent suspension. As it's a Sunday I have to travel into a branch to resolve this. Monumental inconvenience and their system so far has detected no actual fraud.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****. 15 U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692C

  Business response

  06/13/2022

  This is a conclusory allegation and not a complaint to which we are able to respond 

*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. ↩