TruWest Credit Union - Thunderbird W Thunderbird Rd, Phoenix

Tru West member since 2013. Walked into this branch for an auto loan. I've previously had paid off loans through Tru West. Worst service I've ever had todag. Male employee decided to ask us our personal info in the lobby instead of taking us into an office to do our loan. Asked what credit reporting they use and he couldn't even answer my question! The man seemed completely ignorant and the service overall was SO beyond deplorable, that we ended up leaving before fully starting the app process. We just went to the car dealership to finance with a different bank. So that branch just lost out on a $30k loan because of extremely poor service. I was a banker for Chase, and that behavior would have been absolutely unacceptable.

This is one of the only ATM's In the area that accepts navy fed credit union without an additional fee, which would be great except the atm outside of the branch hardly works. The screen is incredibly unresponsive to touch and seems very glitchy. Also the parking lot surrounding the ATM is VERY poorly illuminated. Not the greatest of areas, lots of homeless around at night so the poor lighting is a big safety concern while using an ATM.

I've never seen customer service this poor, let alone at a financial institution. I don't trust TruWest with a nickel of my money and I am closing all accounts at this "bank." I'm not in tears like the OP above, but I may as well be. I've been hung up on more times than I can count, especially if I ask to speak to a supervisor. I'm pretty sure it is standard practice to dump calls that ask to speak with a supervisor. Ive been trying for 3 days to speak with one. They cancelled my card permanently due to fraudulent activity without notifying me, but I didn't notice right away anyway since the card never works anywhere I go anyway. The TruWest app consistently has problems or is down for maintenance. I could go on for hours about the horrible service and incompetence at TruWest. Don't let them hold your money, you're better off keeping it under the mattress. Seriously, it's really really really bad. I can't stress it enough.

The most horrible thing happened this weekend as a member of TruWest CC in Scottsdale! My husband has been a member since 1990 and I have been a member since 1998 when we got married; and after all these years, BOTH my debit and credit card declined for no apparent reason. I called the fraud dept. - no issue. Then, I called member services and they couldn’t help me in the least. Lisa the supervisor with an employee number of 17034 said that even though both my cards didn’t work and she couldn’t tell me why, I would have to wait until Monday for a call back to figure out the issue. I explained to Lisa that all of our money are in these two accounts. Further, I thought it was trashy that I should have to go ask family and friends to borrow money until Monday per her request and I guess TruWest’s protocol. UNBELIEVABLE! The perplexing thing here is you mean to tell me that TruWest doesn’t have enough money to properly staff its company for issues like this during after hours. I am so shocked.

They closed my account without any notice. They did nothing to fix the problem. The only thing they did is make it worse. They withdrew money that went no where. The tracking numbers for my money were always incorrect. Don't try and call customer service..... talk about a run around. I am in tears constantly dealing with truwest.

I have an auto loan through Truwest. Over a year. Every time I attempt to make a payment on their website, it is a nightmare. The design is so screwed up that there are no obvious buttons, no "pay your loan" links.. nothing. The one and only "bill pay " button doesn't work. Refinancing through someone else who wants to take my money.

Okay service. They can't decide on appointments or not. They tell me one day, "you don't need an appointment. Drop on by". Next day, they only accept banking by appointments. Been with them more than 2 decades. Probably time to find a better service.

I used to love this place great customer service. Now I guess they're afraid open. Cannot do business if I can't get in the bank All my other banks are open. $3000 I was going to deposit today looks like it will go to a different bank. I have plenty of other choices. I'll think I'll pick Chase today all branches are open walk in service Available

Jeremiah was awesome. I was so thankful for all the help. He caught me up on all my accounts and helped me set up both the apps. This is a great branch with great people always helpful!

The absolutely worst bank I ever had to work with every time I try to speak with on representative they keep me on hold for 12 minutes then they simply hang up