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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
12/23/2024
TruWest Credit Union has reviewed the complaint and have sent a response directly to the individual.Initial Complaint
09/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
09/27/2024
TruWest Credit Union has reviewed the member's complaint and has resolved the matter directly with the member.Initial Complaint
08/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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 response
08/21/2024
i have received no contact. I can be reached at ************************Business response
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
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.Initial Complaint
06/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Truwest has intentionally failed to process a reverse transaction in a timely manner that was an unauthorized charge. Truwest is 100% responsible for every single overdraft payment since the date of the unauthorized transaction on May 20, 2024. Their actions of taking money without any communication has resulted in child endangerment due to me not being able to buy diapers and diaper rash cream that has resulted in a diaper rash for one of my children in 110+ degree temperatures. Truwest actions makes them 100% liable for this by not allowing me to buy diapers by stealing money that was budgetted for diapers. They have also taken gas money preventing me from taking my children to therapies which means they are medically neglecting my children over their greed. Truwest finally has made it impossible for my husband to get to work over their greed by stealing our gas money. Remember, a business has tried 6 to 7 times to return our money since May 22, 2024. Instead of processing the return, Truwest denied it and charged us 135 in late fees totaling almost 395 that I needed to buy the gas and supplies necessary for my children. Truwest has committed child endangerment against my children.Business response
06/18/2024
TruWest Credit Union has reviewed the member's complaint and worked directly with the member to resolve the matter.Customer response
06/19/2024
Truwest has not taken full responsibility for their actions earlier this month and has only partially refunded the fees that are owed to me. I am still waiting on $105 in fees to be returned to me.Business response
10/11/2024
The additional response is that we have resolved this matter directly with the memberInitial Complaint
04/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to formally lodge a complaint against TruWest Credit Union for their handling of my recent financial difficulties, specifically related to my credit card account. I have been a member of TruWest for several years and have always appreciated their services. However, recent interactions with their collections department have compelled me to seek your assistance.Despite multiple attempts to arrange a payment plan during a period of financial hardship, I have consistently been met with disrespect and unprofessional behavior from the collections staff. Notably, agents named ***** and an unidentified male have been particularly dismissive, refusing to transfer my calls to a manager or another representative despite repeated requests.This treatment has not only been distressing but also unproductive, as it has hindered my ability to address the delinquency on my account effectively. I have sent several letters to TruWest's corporate office seeking intervention, but to no avail. No one has reached out to assist in resolving the matter.Furthermore, I believe that the conduct of the collections department agents involved may constitute multiple violations of the Fair Debt Collection Practices Act (FDCPA), which I have reported separately to the appropriate agencies.Therefore, I am requesting the BBBs help in facilitating a constructive dialogue between myself and a responsible authority at TruWest. I am eager to resolve my account delinquency and discuss the possibility of removing the detrimental credit ratings that have resulted from this situation.I appreciate your attention to this matter and look forward to your support in reaching an amicable resolution.Business response
04/22/2024
TruWest Credit Union has reviewed the members complaint. TruWest has attempted to contact the member directly to discuss the matter. Should the member have further questions or concerns, they are encouraged to contact TruWest directly.Customer response
04/23/2024
I have multiple attempts to contact the credit union and have escalated to the corporate office to no avail. Upon a message being left and follow up, i was demeaned by the collections manager for using the BBB to report my experience.
This has not been resolved and no attempts to resolution have been made.
Business response
08/29/2024
TruWest formally responded to the Members complaint on May 13, 2024, and the matter has been closed.
Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called in to acquire about a skip payment. Spoke to an agent that is on recording saying that I am eligible for a skip payment and would just have to transfer 35 to the savings account to pay for it. I called back today to put through the skip payment and I was told I was not eligible. I asked to speak to the manager and got a call back. She said she listened to the recording and her employee did say I was eligible. She said that I was actually not eligible and there was nothing she would or could do even though her employee stated I was able to do itBusiness response
03/01/2024
TruWest Credit Union has reviewed the member's complaint and worked directly with the member to resolve the matter.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There is the fake company that keeps charging my bank account . I have contacted my bank numerous times . The company goes by SNL-1.com and also recently SNLOB.com . The bank is refusing to help me retrieve any of my money . Also I keep seeing activity show up on my bank account recently . I contacted this business with a supplied number ********** from my bank Truwest credit union . This company promised all my money back . I had seen my account ************************ back 3 of the 9 plus payments deducted from my account . Then again today (02-13-2024) another ****** transaction to my account . ********************** keeps allowing the fraud company to make fraudulent charges to my account even after the complaint . I'm beginning to wonder if both companies are working together in this fraud scam . I promise you I have no idea what this company does . I googled the company SNL-1.com , it takes me to a website that has a bizarre description of what their company actually does in hopes that I could identify what is going on but the description isn't of anything , it describes how they expertise in amazing online information for businesses technology? I still don't know what they do . I do not own a business and I am not a business . When I called them a lady from ***** spoke to me she made no sense and said they are a streaming service ? The only streaming service I have is ******* and when you ****** them a vivid explanation of their company comes up and makes sense . This company does not . I NEVER did business with them , I have no idea who they are . They sent me an email demanding I let them have access to my bank account to ********************** back all my money . I did not reply . Then I noticed a credit of only 3 reversals to my account . Then today I seen another charge of ****** to my account when I called fraud department at my bank they lead me around in circles and refused to help me . That's why I believe both companies are working together to fraud me out of money . Please help meBusiness response
02/29/2024
TruWest Credit Union has reviewed the member's complaint and worked directly with the member to resolve the matter.Initial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I disputed a transaction back around October 2023. I got a letter back on December 29 saying the claim was valid after an investigation. After two weeks of waiting for the disputed amount to be credited back, I did not receive it. I called the number given and they said it would be escalated. I still have not heard anything back or received my money back.Business response
01/25/2024
TruWest Credit Union has reviewed the complaint and resolved the matter directly with the Member. Thank you.Customer response
01/25/2024
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,
***** Putikova
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Get a QuoteCustomer Complaints Summary
17 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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