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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
11/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Truwest opened a checking account for me on **********. I then attempt to receive a zelle payment from a friend. Truwest puts my account on hold. Not allowing me to access account in any form. Stop in branch at ************************. Rep. **** it's under fraud review. Show her my zelle email confirmation from friend. Repeated calls to customer service always end with promise someone will contact me....nobody ever has. Truwest is holding my money and my banking transactions up while they apparently do nothing. Pathetic cx service and unresponsive with many broken promises. Two weeks since account opened and its still on hold. I will seek damages.
Business response
12/08/2023
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.Initial Complaint
04/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I noticed I had late payments from TRUWEST CREDIT UNION on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.Business response
04/21/2023
TruWest Credit Union has reviewed the members complaint and provided a letter response directly to the member.Initial Complaint
01/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have an auto loan thru TruWest. Due to an accident I missed making my December 2022 payment. I went into the branch located on *********************** in ****, **. on Jan. 2, 2023 to make the payment for both December and January. I made a payment of $6,000 and explained to the teller that it was for both months. My monthly payment is $401. So the clerk was supposed to use $802 to cover Dec payment and Jan payment then apply the rest to principal. This is what I told him. He did NOT do this. Now I'm being harassed by TruWest for not paying January's payment. I ALREADY PAID IT!It's not my fault the teller didn't do as I asked.Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have two complaints against TruWest credit union.1. TruWest does not make it easy to contact them for support regarding an existing auto loan. They do not have a phone number for their auto loan department listed in their website. Additionally, their general customer service support does not know what number to provide for support and advises to contact the ****. To rectify this, I require TruWest to list a support phone number on their website, as well train their agents to warm transfer customers to the department for their service requests. 2.) I contacted TruWest 10/13/22 and 10/20/22 ********************************* requesting the organization to complete a form to transfer my auto loan title from ******* to ******* so I can obtain my tags and plates for a new state. I also asked to have my legal last name changed due to marriage from ****** to lovato, unclear if they could assist but figured to ask. Additionally, I submitted a contact me form from their direct website on 10/21/22 and the company has continued to ignore every communication request. With the organization failing to openly communicate with me regarding my loan, they are in direct violation of regulation Z.Business response
11/02/2022
TruWest has reviewed the members complaint. Subsequently, we have been in contact with the member to discuss her requests and believe she has been effectively assisted.
Unfortunately, we do not have a record of related contact from the member prior to October 20, 2022, and from that communication we promptly responded. In addition to other forms of communication, we offer a customer service line for our members and also direct phone numbers for consumer loan assistance. We apologize for any inconvenience, as it is not our intent for any member to have a bad experience, but do consider this matter resolved. Should the member have further questions or concerns, they may contact TruWest at *************.Customer response
11/02/2022
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,
***************************
Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an item from a seller that did not deliver the merchandise. I filed a dispute, and was asked to send in additional documents. The tracking number the company provided me gives a completely wrong address, I have sent in an entire packet of proof substantiating my claim. I know its only for $68 but this seller is clearly a fraud. The address they sent the items to isnt even a real address. The ***** tracking is non-existant. Ive been banking with TW for almost 10 years, and never had to file a dispute. But cant be trusted to verify time and time again that this was a fraudulent charge to my card. I received a closed notice with a note that says with questions call **** and cuts off. Disappointing they cant even give a number to ask how the decision was rendered based on a huge file of proof that this was not a fulfilled charge.Business response
10/12/2022
TruWest Credit Union has reviewed the members BBB complaint. After review, we have elected to provide the member credit for the disputed transaction. While the members dispute packet of information was not received, the members attempts to submit the information is evidenced in his current complaint. If there are any further questions concerning this matter, the member can contact us at **************.Initial Complaint
06/08/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I had an auto loan with TruWest Credit Union. Account number *******. I paid off the loan in full by a single final payment on May 20, 2022. I was advised the payoff notice would be sent to the *** so they could issue the title in my name. I waited 2 weeks before calling TruWest. I was assured the loan was credited as paid off and the notice had been sent to *** on May 30. On June 8th after still not receiving the title from *** I called TruWest and asked for proof of payoff. I received a letter stating the loan was satisfied. That letter should have been sent to me without asking. By email I was also told that there was some problem with the *** not receiving payoff. The email was very cryptic and poorly written. I have a loan paid in full but no title in hand. The lender appears to be holding both the payoff and the title to the vehicle. TruWest is obligated by law and contract to send proof of payoff to the *** timely without delay. Truwest is a horrendous financial institution and this delay is in line with their incompetent practicesBusiness response
06/15/2022
TruWest Credit Union has reviewed the members complaint and has contacted the member directly. TruWest appreciates the members time and considers this matter resolved.Initial Complaint
04/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This complaint is in regard to unfair banking practices - possibly illegal. I have a car loan with Tru West Credit Union (tru west) is forcing customers to create an account at the credit union as the only way to pay a tru west car loan. Tru west has closed the only branch in the west valley (possibly others). Making the nearest branch *********************************************************************** February 2022 they made a change to online loan payments. Now when you try to make an online payment you have to go through a 3rd party vendor called fincity (agree to fincity's terms and conditions) and enter your own personal banking account number and password through the fincity portal. This is an unreal risk to demand of a customer just to make a loan payment. There is no other payment method available. Phone banking is very limited, has no proof of payment confirmation and costs an added $fee. This credit union is forcing loan customers to set up an account with them in order to pay loans. This was not a condition of the loan when it was originated 3 years ago. How can I continue to make payments without payment options. Re-open the West Valley branch or remove the online third party personal banking information log in requirement. I am also making an ******* Attorney General complaint.Screen shot from Tru West that appears when trying to make an online loan payment :Let's confirm your pay from account.We use ******** to validate your account and routing number information. On the next page, you will be able to select your financial institution and then log in using your credentials, where you will be able to select any account that you would like to make a payment from.Business response
04/18/2022
TruWest has reviewed the members complaint and a formal response has been mailed. TruWests verification requirements are a result of recent NACHA requirements and are commercially reasonable. TruWest does offer a number of alternative loan payment options to its members, including a mail in option. Should the member have further concerns they may contact us directly.
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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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