ComplaintsforTruMark Financial Credit Union

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trumark account was hacked into via the trumark online banking app the bank refuses to acknowledge that it happened I have reached out numerous times over the last 7months with little response by phone and in person

  Business response

  02/16/2023

  Thank you for contacting TruMark Financial regarding ******************* situation. This matter has been forwarded to me for response. Upon review, TruMark Financial has been in contact with ****************** and investigated any claims of fraud. However, no evidence of fraud has been discovered. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted trumark in regards to a hardship and payment puase. I was granted the puase Howe ever the system was glitching everytime I sign it would take me to an adobe site that says no documents. When the contract was finally resent and signed by me **** ****** didn’t see it initially. I then called back one month later and someone from his team was about to get him to apply the puase. They informed me this would be removed from my credit the 2 late pays since I wasn’t supposed to be paying. As good faith I made a payment for those 2 months however I shouldn’t have been reported late nor the payments. I would like the late pats removed, I ask the last rep I spoke with to document the account for me . You can also play back call where the puase was not applied. 

  Business response

  01/26/2023

  Thank you for contacting TruMark Financial regarding *************** situation. This matter has been forwarded to me for response. We have tried to contact the member and sent a letter informing that the issue has been rectified. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I am owed $2,320 from TruMark Bank. I was overcharged for overdraft fees, even though the bottom of all TruMark printed and digital bank statements say $0 on the "fee" portion of the statement. Not one single person at TruMark knows why this fee section doesn't reflect fees, so the person I've been talking to (***********************, ************) has gone to the company that makes the statements for explanation and has not heard anything, so he suggested I'd write in here for restitution. Although banks are not legally obligated to report fees on the statements, I want confirmation that it is TruMark's specific in house policy to NOT report, even if it is not federally obligated to- this is completely predatory, especially for a credit union designed to attract younger patrons (no bank account minimum, etc). I have reached out to almost every other bank requesting a sample statement, and the fees are almost always corrected. TruMark has effectively siphoned 10% off my savings and has not offered me any solution except (begrudgingly) the last two months of the overdraft fees from the date I noticed the siphoning. I will continuously demand 100% restitution for all funds owed (balance as of 6/2/22: $1,820). I have called the provided number for this leg of the branch and have not had any significant help on this matter. I sent a message to The Supervisory Committee on 6/2/22. On 9/1/22 Trumark changed policies Sept 1, 2022 and removed their $10 overdraft fee. I have repeatedly called *** *********, the contact *********************** gave me, to remedy this matter. She has dodged about 10 of my calls now and I'm now writing into the BBB. Her phone number is **********. The last time I reached out was Monday, December 5th. This is a predatory practice and I have received 0 help from the bank. I am young, in my first years of my career, and Trumark has syphoned 10% of my savings for the better part of a year and have not offered any remedy since. Can provide docs upon request.

  Business response

  01/06/2023

  Thank you for contacting TruMark Financial regarding ***************'s situation. This matter has been forwarded to me for response. We have responded to the member and were able to provide assistance. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial..

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A check was mobile deposited into my checking account. The check was written by another party to me.The bank cleared the check and it bounced. They immediately locked my account so I could not access it.I never saw the if the money was actually deposited into my account. I never spent one single DIME of that bounced check however they are holding me responsible for payment on it. If they cleared the check and deposited it into my account and it bounced then they could have removed it from my account and would have lost nothing in my opinion but I am not a banker. Instead they have taken my whole Social Security Check AND my pension checks for the last 2 months. I have called several times and they refused to unlock my account until the money was paid back. My credit score is ruined because of them, all my payments on my bills are 2 months behind. I am getting calls, texts and emails from people I am behind on payments with. They never TOLD me they were taking my checks. They just took them. I have no money, no bank now because they have closed the account and told me I still have to pay for the rest of the bounced check. I had no access of any kind to any money in my account for anything. They have ruined my credit, my life and caused me so much stress I am now on anxiety medication. Why am I responsible for a check they cleared but I never spent a dime of? All they had to do was take it out of my account and charge me a fee for a bounced check instead of taking my social security check and pension. They left me helpless and with nothing. When I call I get told there is nothing they can do about it. I do not have any supporting documents because they locked my account and I never saw anything.

  Business response

  12/07/2022

  Thank you for contacting TruMark Financial regarding **************** situation. This matter has been forwarded to me for response. TruMark Financial attempted to provide assistance to ************** on multiple occasions. While ************* is responsible for the activity she authorized on her account, we will continue to assist in any way possible. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts or standings with TruMark Financial. Thank you for bringing this to our attention.

  Customer response

  12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: TruMark has done absolutely nothing to help me or assist me.  I have called several times and asked to have my account unlocked and I was told there was nothing they could do.   I have received numerous emails from TruMark telling me I have a new message on my account which was LOCKED and I had NO ACCESS TO so how was I supposed to retrieve the letters that were sent to my account.   They have NEVER reached out to HELP me in any way.  All they have done is take all my  money and put me in debt and months behind on my bills because I had no access to the money.   They should have talked to me about this and allowed me to make payment arrangements to pay this bounced check off that I still don't think is my responsibility since I NEVER SPENT A PENNY OF IT.  If the check bounced and I didn't get any  money from it how did the bank loose this money in the first place?  Check no good, you throw it away, charge a fee to the customer and call it a day.  Nothing was LOST. No money was exchanged.  They have never reached out to me to  HELP me - they just TOOK my pension checks and Social Security checks without my permission.
  
  Regards,
  
  *************************
  

  Business response

  01/06/2023

  Thank you for contacting TruMark Financial regarding ************* situation. TruMark Financial has attempted to reach ************** to discuss solutions for her account and will continue to assist where possible. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial.

  Customer response

  01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to receive my car title from TruMark. On 7-25-22 I spoke with Kathleen B*****, Collections Dept, and paid off the remaining balance. I was supposed to receive my title in 7-10 business days. On 8-23-22 I spoke with Lorie R***** because I still had not received my car title. I was informed that my car loan was not paid off and I had a remaining balance of $68. Again I paid the remaining balance and was told to expect my car title in 2 weeks. On 10-5-22 I called TruMark again because I still have not received my car title. Trumark stated that I had a remaining balance of 0.14. That was just paid yesterday?? That I can expect the car title in 4-6 weeks. I want my car title and to be DONE with this bank.

  Business response

  10/27/2022

  Thank you for contacting TruMark Financial regarding **. ********'s situation. TruMark Financial can confirm the payment issue is resolved now and a representative will reach out to ********************. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a fixed rate mortgage with TruMark financial credit Union. Mortgage was originated in June 2021. At that time, I had estimated escrow payments of approximately $900 a month. Trumark subsequently increased that estimated escrow payment to approximately $1500 monthly. I noticed that my escrow balance had grown to $11,000 towards the end of 2021 (far exceeds estimated taxes and insurance of $9k a year), asked for an escrow analysis and repayment of excess escrow amounts and was denied. On May 25 2022, I again called Trumark with the same question and was told that they hold more than two months of cushion in the escrow account and any excess will be refunded to me in October. This is against federal law. I have emailed them again and have not received any response. I want to be repayed the money that was erroneously withheld from me in escrow

  Business response

  06/09/2022

  Thank you for contacting TruMark Financial regarding **. *******'s situation. This matter has been forwarded to me for response. We have been in contact with the member and are continuing to pursue potential solutions. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing because you are reporting the following accounts without my permission which violates 15 USC 1681b. Until you can produce a contract between you and I, [Your full name] bearing my signature, showing that I gave you permission to furnish any information on my behalf, I am demanding the following accounts be deleted from my consumer report. Continuing to furnish this information in the absence of any such documentation bearing my signature, you are subject to criminally liable pursuant 10 15 USC 1691k.Please note that you have 30 days to produce the requested contract and to complete this investigation, as per the Fair Credit Reporting Act section 611. If you are unable to produce the requested, you must delete the following account information from my credit report.

  Business response

  04/13/2022

  Thank you for contacting TruMark Financial regarding **. **********'s situation. This matter has been forwarded to me for response. Upon review, we believe we have found valuable information to assist ************************ and attempts to contact ************************ have been made.  Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do let you dispute anything on your own online. You have to talk to someone. I have requested multiple disputes and yet there has not been an update. I do not believe my disputes were accounted for. In addition they did not approve me for a home mortgage, a credit card or car loan when my credit score was over what was required. I went through different companies to get a home loan, a credit card and car loan.

  Business response

  03/31/2022

  
  Thank you for contacting TruMark Financial regarding **. *****'s situation. This matter has been forwarded to me for response. We have reviewed **.*****'s account and have attempted to reach her to provide further assistance. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  HELLO I CONTACTE TRUMARK ABOUT COVID RELATED ISSUES AND REQUESTED A DEFERMENT. I WAS GRANTED ONE AND I MADE SURE ON THE RECORDED LINE TO REQUIRE UNDER CARES ACT HEROES ACT THAT MY CREDIT NOT BE NEGATIVELY REPORTED. I WAS GRANTED A CREDIT DEFERMENT THE PAYMENT WAS PUSHED TO THE BACK OF MY LOAN.

  Business response

  03/02/2022

  
  Thank you for contacting TruMark Financial regarding *********'s situation. This matter has been forwarded to me for response. We have responded to the member and resolved the issu. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Discovered a charge with no money amount shown on my credit report recently. Want a statement showing amount I supposedly owe. Closed this account not long ago.

  Business response

  02/18/2022

  
  Thank you for contacting TruMark Financial regarding ***************'s situation. This matter has been forwarded to me for response. We have attempted to contact the member to resolve the issue. If ******************** wants to discuss the issue further, she can contact TruMark Financial at 1-877-TRUMARK at her earliest convenience.  Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

*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. ↩