ComplaintsforTruStone Financial

• Initial Complaint

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I asked Trustone Financial about paying off my truck loan. They said to wait until after my monthly automatic payment went thru. I waited, went in, and paid off the truck. The next month an automatic payment came out of my account. They forgot to communicate to the ***** that does auto payments that I had paid off the truck. Because of the auto payment that was not supposed to be withdrawn from my bank account, I got an overdraft fee of $35. I called them and was working with a banker named, *********************************. She stopped answering emails, and phone calls. I do not know what else to do, I want my $35.

  Business response

  03/31/2022

  Please call into our contact center or speak to a banker in any of our branches to resolve this issue. 

  Customer response

  03/31/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had two unauthorized charges on my bank account.One charged went through twice to USAA ****** The second charge was for **** for a place i had no knowledge of.I was bounced around and directed to call them directly. I did so and the agent deactivated my check card w/o my permission and then said I would have to go to a branch to get a new check card.No empathy for my situation at all. Then I was told it could take up to 90 days to get my money back.Completely ridiculous.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On december 16th of 2021 at 9 15am at Uptown *********** branch i used their ATM to get a *************************** the middle of the machine counting cash it stopped, stalled and restarted. I didnt get cash and immediately looked at my acct on my phone and the they withdrew the funds i didnt get. I asked for help and was waiting for a manager for ************************************************************************* to contact my bank. Every atm has logs and reports and she could do something. If she does this every day to someone and they dont do anything about it and take that money, this is straight up fraud.

  Business response

  01/11/2022

  Please come into a branch or call our contact center to discuss this issue. We can't resolve issues such as this through a public forum. 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I do my banking here and am running into some serious issues being repeatedly unable to access my money. I have over 10,000$ in my checking account with them. The problem started November 4th. The card worked at first, when I bought gas near Des Moines. But later that day trying to buy gas again, nearer to Osceola, it suddenly started to decline. I tried at the pump, the cashier, and again at the ATM. I used the last of my cash to buy gas instead and had to continue on. I made it to a walmart in Olate, KS, later that night. My card continued not to work, leaving me unable to buy food for myself. My low fuel light is on, I am unable to drive anywhere but a gas station or I will end up stuck in the middle of the road - but since I cannot use my card to buy gas, I am effectively stranded here. I called the bank during business hours immediately when this happened, about 4:50pm on Nov 4th. After asking me a long series of questions they told me they couldn't help and transferred me to "card services". However after asking their own questions, card services told me I would have to call the bank to get my issue fixed and gave me the number I originally called. I tried calling again on Friday Nov 5th, only to get the same little runaround. I sent messages to their system on Nov 4th notifying of the emergency, and have still not received help from there either. It is currently Nov 6th and I am still stranded in a walmart parking lot, unable to buy food for myself. I have tried calling again but they will be closed through the rest of the day and tomorrow, and I have not been able to find any emergency contact info. Not only is my own money being withheld from me, but the company has been effectively AVOIDING providing their expected services by way of the dishonesty in their phone line.

*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. ↩