TruStone Financial Credit Union 27th Ave S, Minneapolis

Bank that destroys your hard earned credit score! My autopayment was cancelled without my knowledge before I paid off my car loan. I didn't realize it and missed 2 payments. There were no phone calls or mails and I was hit by almost a 100-point decrease in my credit score. I contacted TruStone immediately when I realized this and they insisted that I somehow set the expiration date to my autopayment even though I have no ability to do so. A teller set it up the autopayment when I took out the loan. A teller confirmed this but insisted that the expiration date was set by TruStone but based on "the customer's request." Why would anyone let their autopayment expire before the loan is all paid off? On top of that, I had to pay a late fee for their system failure. They have absolutely no willingness to work with me. I contacted the Better Business Bureau and the Attorney General Office. They gave BBB one sentence explanation denying my request to remedy the situation. They have ignored the request from the Attorney General Office. They also insisted that they communicated enough since they put the information that I was behind the payment on my online bank statement. I had an excellent credit score and was never behind payments until this. *Update: I received an unexpected letter from TruStone that they decided to adjust and remove the delinquent report to the credit bureaus. My credit score went back up where it used to be. I decided to keep this review hoping that this would help people in similar situations. I first contacted TruStone at the beginning of February. Once it became apparent that they were unwilling to address it, I contacted the BBB and the Attorney General Office 5 weeks after my request was first submitted to TruStone (I wanted to give them enough time to remedy it). They responded to the BBB with one sentence rejection of my claim and ignored the Attorney General Office. I received two additional emails from the Attorney General Office that they haven't heard back from TruStone and the office sent them additional letter twice more in early May and at the end of May. I believe that finally did it. I appreciate the persistence of the Attorney General Office and whoever at TruStone who realized that it just hurts their business to destroy someone's credit history for their own system failure and not correcting it. I still think this shouldn't have happened with a financial institution and I hope future customers will be able to get them correct it if they find themselves in this situation.

I have been at a member at US federal credit union which then turned into fire fly which has now turned into true stone financial. Every time there's a turnover it's worse. I used to be able to do my banking by 7 AM but I guess nothings available at Truestone until 9 AM. I waited in the parking lot, then decided to go to their drive-through which they opened five minutes late. I think it's odd that the drive-through has the same hours as the lobby, previously the drive-through was always open an hour or two before and after the lobby hours. Anyway upon getting my money back they gave me the biggest bills they had available i.e. hundreds and when I asked for smaller bills they said they didn't have any available. So I had to go to the lobby waiting in line for 15 minutes again to get smaller bills. It's like they don't know how to run a business. Even though I've been going to the same location for over two decades I'm thinking about changing. Bank hours that run the same is normal business hours don't work for me. And some of us don't like walking around with 50s and $100 bills, not to mention when they took over the financial institute they shut it down for four days making funds unavailable and not notifying bank members that they were doing this. We were notified that was turning into Truestone but not that our funds would not be available for four days! They seem dodgy! After seven months I've been very happy with The Truestone Location in Highland Park. Did not like the transition but they've made up for it since. Great customer service at this precise location. However south Minneapolis forget about it.

I called Firefly the day before me and my daughter were going in to open an account. I wanted to verify what she needed to bring in to get the account open. I was fold she needed her school i.d. and her social security card. I was offering to bring in anything, even her birth certificate,to which I was assured was not necessary. I go in with her,and surprised to be told by Nichole we need her address verification. We go get a postcard from her school to her room# and address of the school. We were told that was not sufficient as well. So no new account, and I would have to rate this a terrible customer experience.

Highly unprofessional organization. I submitted an online mortgage application, they do a hard check on credit history right at the initial stage of the application. I provided personal financial information to them. I was issued Loan Number 001003867. Signed all the e disclosure documents. Then I did not hear back from James King despite multiple emails. Still have not heard back from them. If you don't have the resources to follow through on loans, please do not accept new applications online. Stay away from this bank and mortgage broker. Wish I could give zero stars.

After a 40 year relationship with Firefly and predecessor credit unions, we are considering moving our business elsewhere. Initially, the processing of our 2nd mortgage loan was sloppy and communication was very unacceptable. The people are very cordial, but that doesn't make up for the poor communication involving multiple people at the CU, especially given the many weeks we gave them to process everything. But the latest issue is an error Firefly made with a bill pay to another financial institution where an auto loan had been paid off about three months earlier and our recent payment to the same financial institution on a Visa card was applied to the old (paid-off) loan. The Firefly customer service representative has kept insisting that it was our error after we deleted the old account months ago. She is insisting that we deleted the old bill pay account yesterday. The logic of the customer service rep is all wrong, because even if we had not deleted the old accounts, why would we have asked them to pay on an account that is paid off. The rep said she would try to make us happy by crediting to our account the $67 in late fees/interest charged by the credit card company. We will see, and that will make the decision on whether we sever our deposit accounts after 40 years. I will update my review accordingly. UPDATE: The credit union followed up on the commitment it had made, providing a credit against our charges as well as a letter for us to send to the other financial institution. They were proactive and in the end, did the right thing. I have changed my rating from 1 star to 3.

My husband and I just joined Firefly a month ago. So far so good. They've helped up transition our credit and accounts from two different banks. I go to the bank weekly so I appreciate getting in and out quickly. Although there have been some long lines, the tellers are courteous.

Since they switched from Firefly CU, they are NOT the same credit union we originally joined and will definitely not be using them anymore. I strongly urge everyone to read ALL the reviews.

I am in charge of several accounts as custodian or trustee. I didn't think Firefly was a great credit union, but since it merged with TruStone, I am even less impressed. So, so many problems: no credit card statement, missing bank statements, missing accounts within a bank statement, incorrect conversion of RMDs from an IRA account, high yield checking converted to a nearly nonexistent interest rate, error issuing credit card, plus more issues on online banking software. I would NOT recommend this for anyone who cares about accuracy and their banking services provider.

Firefly changed my life in many ways since I'd started banking here. I've been able to buy a new car everybody is super helpful around here, and like I said it's changed my life their help has changed it in many ways for the better. Thank you very much Firefly and that's it. Fatima has been the most help to me . I'm so glad that she still Minneapolis and that branch is still open .

Phone service is terrible. They are very difficult to get in touch with and seem to loose your documents. Not impressed.

This CU provided outsanding cs everytime I needed them or visited. Their bankers were knowledgable and resourceful for all my baking needs. Hope the new merger won't kill the nature and core values of this institution. (4/5 just to keep the door open for improvement bcse it's necessary otherwise I have nothing to complain about).