TruStone Financial Corporate Center, Plymouth, MN

We just moved to MN, and was in the market for a new auto loan. After cold calling 6 different local credit unions, these guys had the best rates so I went with them. I just finished the loan process (with a specialist named Josh Rains) and I gotta say, it was the best experience I’ve had with a financial institution of any kind. I was on a super tight 24 hour deadline, we were working with a brand new car company without traditional dealers (and consequently some unorthodox processes for 3rd party lenders), and Josh really went above and beyond to make it all happen. He was extremely responsive, he communicated clearly and outlined the strategy to help me get what I needed, stayed late on a Friday night to make sure that we’d be able to hit the deadline, was up early on Saturday to fight for a better rate for me, got it, and still managed to hit the deadline. I’m not a big leaver of reviews, but I’m also not used to this level of customer service, *especially* from a bank. Honestly cannot recommend highly enough.

I recently had the pleasure of working with a rep. named Josh R. on an auto loan. He was very informative and provided all the important info in a timely manner. Josh had exceptional customer service! My approval was quick and hassle free. I certainly appreciated his assistance, and it was a wonderful loan experience. Sending a HUGE THANK once again for everything!

Constant issues with Trustone!! Messed up on setting up my automatic monthly payments which caused me to be late then reported this to the credit bureau… and no one ever took accountability for their mistake.. now they want to charge me an overdraft fee for a pending transaction… call to wait forever and get an argumentative representative that had no clue what she was talking about. Asked to speak to a Supervisor and told me one would called me… no one ever did. This merger was a big mistake!! Firefly actually cared about their customers…

I am a local REALTOR and I personally had this bank drop the ball, lender retired, no notice was given to me, I reached out to my lender for 2 weeks with no response (no out of office email notification, no voice mail notification) before finally getting a hold of corporate. They then told me he retired 2 weeks ago, because we are in a new build process the rate was not locked in (rates can no be locked in on new builds until the builder has a firm close date)no one at TruStone was told to follow up with us. They just dropped us, 2 months before the house is scheduled to be done. we frantically have to vet another lender, deal with another recent interest rate price increase because THEY dropped the ball and to top it off, they offered us ZERO compensation for there mistake. Good customer service would have been them buying our rate down. Lesson learned, especially as a REALTOR, I will never let my clients go to TruStone.

We had been members since 2005, through US Federal Credit Union. They later became Firefly and eventually became Trustone. Over the years, we financed several cars, a motorcycle, and a boat. The last vehicle we financed, we had the insurance transferred over from our traded in vehicle. After several months, we started to get auto insurance added to our regular payments without any form of notification. This was resolved after speaking to someone in the insurance department at Trustone. We did not appreciate the way this was done without notification. The last straw was when we misplaced a debit card and requested a replacement and was told up to 10 days. After two weeks, we contacted Trustone and was told they would expedite one to us in 3-5 days. We didn't receive that either. After almost a month, we opened up a replacement account with another Credit Union, had the funds transferred, and closed the Trustone accounts. Very unprofessional and underhanded way of doing business. I've used credit unions since age 19, over 40 years, and a couple of relocations. But this is unlike any credit union we've ever had. We do not recommend Trustone.

Constantly the worst customer service I've ever had. Their inability to update addresses for billing and email-- even when you reach out to them to facilitate, is truly remarkable. Now I'm having to have them remove marks on my credit for their internal errors over a very small balance because they can't do their jobs and fix problems in their software. Astounding.

Worst financial institution ever! Especially so since they merged with Trustone. When they were originally under US Federal CU & Firefly they were courteous, friendly and helpful. When they merged they froze my accts but couldnt tell me why. This includes an acct I have for my disabled nephews disability funds to go into! Today I received a notice from them that my main acct had been closed. When I logged into the app, it appeared my nephews acct was closed too! I called and spk with a rep named Rita who told me that she would hangup on me if I continued to talk about their poor customer service. She also told me that it was my responsibly to maintain my account, not hers. I'm not sure what that meant since I've had an account with them for nearly 20 years and have always managed my accounts well. I asked Rita for the name of her manager, she refused. I asked her why, she said she just couldnt give me her managers information. What kind of place is this?! Steer clear!!! I will be taking all of my accounts elsewhere and I guarantee you Trustone will be going bankrupt just like all the other mismanaged banks. Claims to reach out me to do not negate the fact that I was denied the request to speak with a manager when asked. Additionally in logging into the account I have for my nephews disability today both on the laptop and the mobile app it appears that Trustone has taken away my ability to utilize Zelle. I called and the CSR who answered couldnt help and told me she would have to contact IT. No institution should have the capability to hold monies that do not belong to them, especially when they concern a disabled individual already on limited funds.