Complaints

This profile includes complaints for TruStone Financial's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TruStone Financial

  1400 Riverwood Dr Burnsville, MN 55337-1557

• 

  TruStone Financial

  2535 27th Ave S Minneapolis, MN 55406-1392

• 

  TruStone Financial

  17533 Cedar Ave Lakeville, MN 55044-5269

• 

  TruStone Financial

  5703 100th Ave N Brooklyn Park, MN 55443-3089

• 

  Trustone Financial Credit Union

  2707 30th Ave Kenosha, WI 53144

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TRUSTONE CLAIMS THAT I MADE WITHDRAWAL OF ****** FROM PNC ATM AND A PURCHASE AT *** WHOLESALE IN ** 06/02/2025. WHEN I ASK FOR THE ***** THEY TOLD ME THEY HAD ***** BUT WAS NOT SHOWING IT TO ME. I EXPLAINED TO THEM I AM 84 YEARS OLD AND HAVE NO CAR. PLUS I WAS NOT IN ** *** HAVE I BEEN TO **. I WAS INSTRUCTED TO TO GO TO THE PRESENT TO FILL AN AFFIDAVIT. THE OFFICER TOLD ME THAT IS MOT HOW IT WORKS THEY ARE SUPPOSE TO GIVE ME A LETTER STATING THE TWO CHARGES WERE NOT DONE BY ME TO INVESTIGATE WHO DID IT TO REPORT BACK TO TRUSTONE TO HAVE MY MONEY REFUNDED BUT THEY REFUSE. ALL THEY ARE SENDING IS LETTER STATING THE MATTER IS CLOSED. I AM UNDER THE SUSPICION THIS WAS DONE BY SOMEONE IN THE FINANCIAL INSTITUTION. MY SONS HAVE COME FROM ATLANTA 4 TIMES TO TAKE ME AROUND TO HELP GET ALL THE ***** WORK THEY ASK FOR, BUT THEY STILL WILL NOT SHOW ME THE ***** NORWILL THE REFUND MY SOCIAL SECURITY BENEFITS

  Business Response

  Date: 09/10/2025

  TruStone Financial investigated your concerns and found a dispute was received on July 3, 2025.  We promptly researched the dispute and determined the transaction was authorized. While we are unable to discuss specific account details in a public forum, we are sending a letter to you directly to address your concerns in more detail. If you have any additional questions or would like to speak with us, we encourage you to contact us directly.

  Customer Answer

  Date: 09/13/2025

   I am rejecting this response because:they have shown me no proof of the transaction was authorized by me these transactions were done in ********** at an ATM and at a store.  At both transactions i deserve the right to see the photos of both.  Both transactions should have camera visits per New York police department. Per the 116TH police Department there should have been investigation done by an actual investigator to determine weather if it was fraud or not.  I would like to have this investigated not buy the institution but by the police department.  I feel this is inside work that Trustone does not want uncovered and they are trying to pass over on old people.  I am will to take this as far as it needs to go to uncover what is going here.  I know i did not go to ********** and I would never withdraw my bill money.  I have one income and we can track the transactions every month
  
  
  

  Business Response

  Date: 09/17/2025

  We have carefully reviewed this matter, conducted a full review of your case and provided you with a written explanation along with the documents we used to make our determination in line with Regulation E requirements.
  Regulation E requires financial institutions to investigate and respond to reported errors. Once a determination has been made and the supporting information has been shared, the regulation does not require a financial institution to re-investigate the same matter. For these reasons, we will not be reopening your case.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/18/25 - We went in to discuss our account being frozen. The banker informed us that it was frozen pending repossession of our truck, which happened without warning this morning. He stated that once that was confirmed repossessed, the account would unlock and we would have access to our funds again, and we would receive a call from either ***** or ***** to let us know. Later, we received a call from a *****, working with Loss Prevention. He called us asking what he could do for us, as though we needed to lead the conversation. We asked if our account was unlocked, to which he responded with a giggle saying no the accounts not unlocked - we told him about our conversation we had in the branch, and he said well who told ya that? - then said he would call us back again. He took glee telling us that it wasnt unlocked, we cant pay for the phone bill currently which prevents me from being able to talk to potential employers. We cant purchase groceries. We cant even pay rent. This is absolutely predatory behavior after sending the truck to our house this morning with no warning given of the event. We voluntarily surrendered the vehicle upon their arrival. Yet they continue to treat us poorly after failing to communicate with us for months about this issue.

  Business Response

  Date: 07/22/2025

  We appreciate the opportunity to respond to the concerns raised. We take member feedback seriously and are committed to providing respectful, professional service in all interactions.
  While we are unable to discuss specific account details in a public forum, we have completed a thorough internal review. Based on that review, we believe our team acted in accordance with our policies and communicated appropriately throughout the process.
  We are sending a letter to you directly to address your concerns in more detail. If you have any additional questions or would like to speak with us, we encourage you to contact us directly.

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last December I requested a **** auto payment at Trustone from *****************************, at Trustone ********************* branch. Because I was on autopay the payment was not ****ped. ****** refunded the $15 NSF that I received from my bank as a result. ****** said that she took my auto loan off autopay. However, when I made the payment myself the following month the payment was taken out again because this loan was still on autopay. But, this time ****** said she would not refund the $15 *** from my bank. Why can't Trustone refund the $15 because I don't seem to be completely at fault. ****** said the loan was no longer on autopay so I made the payment myself. I would have not done this had I understood the loan was still on autopay. I had no idea I needed to submit a form and sign online to revoke autopay. This was held from me until it was too late. I took action thinking ****** canceled autopay for my loan as she said.

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been with this institution for almost 20 years, back when they were Teacher Federal Credit Union and beyond. They actually provided excellent customer service and showed compassion and understanding when problems ********** forward to today, while being TruStone, they conduct business in an extremely unprofessional manner. Down to their written communication, the way they speak to their customers is extremely patronizing and demeaning. It seems as though a very defensive intern is in charge of their responses on this site, as well.Take your business elsewhere, you will absolutely regret joining this credit union.

  Business Response

  Date: 12/20/2024

  The ** of Loss Prevention, ***** *****, spoke with Mrs. ****** on December 19th and then referred her internally to our ********************* (MSC).  Our Member Services Manager, ****** *****, reached out to discuss the poor experience Mrs. ****** had with our MSC and left a message to have her call us back. We appreciate the feedback and will work to do better in the future. 

  Customer Answer

  Date: 12/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it might concern: I went to the Trustone Credit Union *********** branch to open a checking account in July and was denied. I was told that Trustone was not able to verify my identity. I was informed that someone else with a different name and DOB was on my credit report and ChexSystems report. I explained to the Credit Union that I am a transgender woman, and I have had previous names and genders linked to me. I can provide related paperwork. Also, It's possible that years ago, my godfather put my name on his credit cards as an authorized user to improve my ********************** score, and his name and info popped up on my credit reports. The Credit Union insists on seeing my tax return, even though I am currently not employed. I was unable to provide such documents. I did not open my account at ********************, and I was advised to order my credit report and ChexSystems report to see if there are any errors on the reports. I ordered the ChexSystems report and the Experian credit report. I did not see any errors, and I did not see anyone else on the reports. I wonder what the credit union talked about that someone else was on my reports. I can provide all the relevant name changes and gender change papers. Why am I being denied opening an account? As I want to support local credit unions, I believe Transgender people and unemployed people deserve to have their financial needs taken care of.

  Business Response

  Date: 09/03/2024

  TruStone investigated the concerns and found all regulatory requirements and internal processes attendant to Ms. ********** request to open an account were followed.  Our SVP, Director of Retail Branches,spoke with ********************** on 8/29/2024, to explain why we were unable to open the account and via a voicemail left after that call, they told us to close the complaint.

  Customer Answer

  Date: 09/04/2024

   I am rejecting this response because:
  
  The credit union stauted they were unable to open an account to me becuase after the inital denied of an account I was rude/abuvie toward their employee. 

  I accept they exculded me as a member. I accept the outcome.

  F***  their Credit Union, I will not do business with them. Ever. S**k di cks. 

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustone Financial purchased my credit union and they do NOT have my back. On Sunday July 21st, I was scammed and paid $250 (plus $4.99 service fee) for a sofa. The guy was a scammer posing as a local woman. I called Paypal immediately and they said that I should have the bank dispute the payment and they would make sure that I got my money back. I called the bank the next morning and five days later I still had not heard anything, so I called this morning and they REFUSE to dispute it for me because they said I authorized the payment. I told them I authorized a purchase for a sofa. Paypal again told me today that if the bank would simply dispute the payment, they would be able to credit it to my favor. Trustone does not have it's customers back and I am extremely angry.

  Business Response

  Date: 07/30/2024

  TruStone Financial investigated your concerns and found a dispute was received on July 22, 2024.  We promptly researched the dispute and determined the transaction was authorized as it was initiated by you from your account. Please refer to the final determination letter that was sent on July 25, 2024.

  Customer Answer

  Date: 07/30/2024

   I am rejecting this response because: just because it was authorized out of my account it was still a scam and PayPal clearly said that if they would just dispute the PayPal charge they would credit my account. But they won't do the right thing and protect my money. TruStone Financial should be ashamed of themselves. These banks have to protect people's money.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TruStone bought the previous credit union. I have had multiple conversations and I still cant login to my account. There is debt in there that I cant pay since I cant access my account and they have not been able to fix it for a year. It is affecting my credit and they are trying to come after me now

  Business Response

  Date: 06/05/2024

  ****************, we have been attempting to contact you regarding your accounts.  We called on May 2nd, sent an email on May 29th,and have sent multiple notices in the mail asking for you to contact us so we can help you with your account.  Please contact the ********************* at ************, they will be happy to assist you with any questions you may have about your account and can also assist you with facilitating payments. 

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to surrender my 2010 keep grand Cherokee due to my attempt to take additional loan to pay for the motor which needed to be replaced. I was informed after the car was sold the amount was a little over 6000 and would be charged off. I have many attempts to make pay arrangements but was denied due to account closed. I called again today and was given a collection agency and they never have received the loan. Now I am being told 8 owe over 3000 interest. I am hoping to make payment on the 6000 dollars owed without the added interest. I should not be penalized because you would never take any payment because the account was closed. *********** believed was *** account is charged off then the amount owed would stay at the ********************************************************** two years and now I cant rent an apartment because this is on my credit report. I hope that you will help be resolve this issue the lady I talked to today said she would accept 6703 today or I could make payment on 9700 and keep making interest payment . With all to respect I paid thousands of dollars on this keep and wanted to keep it but you would not borrow me the money to fix it I currently cant get a car loan and have to Uber and now can to rent an apartment. I hope you take this in consideration and reach out to me me with another resolution than I was offered today which I think is not fair at all

  Business Response

  Date: 03/19/2024

  TruStone Financial will not share private account information in a public forum.  With that being said, we have researched your complaint and the two options communicated to you previously still stand.  

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issues happened on 03/06/2024 at 1600-1700 with store management. Today I had an issue at the bank with a manager due to an error on both of my accounts, and an account that is shared between me and my daughter. I noticed documentation on my account that demolishes my character and brings up racism, and judgment. They did not take the time to listen to me or go through my account with me. Instead, I was given copies of different transactions that were not thoroughly reviewed with me, but noticed in my account that a note was placed that I was verbally abusive. I was not abusive, nor was I engaging in conflict. I was disrespected in the bank as a customer. I was told when I wasnt even finished with the encounter that he had to help someone else.

  Business Response

  Date: 03/14/2024

  TruStone Financial will not share public account information in a public forum. With that being said our SVP Director of MN Branches reached out and spoke with you on March 7th, 2024. We corrected the disputed amount and resolved the issue.  

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2022 my personal tax refund of over $14,000 was deposited into a closed Trustone account. I do have another Trustone account, however, my ********** was neither forwarded to that account by ******************** or returned to the **** I spoke with numerous Trustone representatives in June/July of 2022 and it was confirmed by a ************************* that Trustone had returned my refund to the *** in July of 2022. The *** has issued a second 90 day trace and as of 1/26/2024 the *** reported by phone to me that Trustone has not returned my refund back to them. I have spoken to Trustone numerous times since they confirmed the funds were returned in July and have been told they are unable to see my closed account or any information regarding the refund. This is a significant amount of money to me and this prolonged delay without action by Trustone has created substantial hardship.

  Business Response

  Date: 02/07/2024

  TruStone Financial will not share private account-level information or history in a public forum.  We have instead mailed a letter to **************** on Feb. 7th with a detailed account of where the funds were returned.