TruStone Financial Federal Credit Union

TruStone has reviewed Mr [redacted] ’s documented communication with staff on December 14, 2017, when a request for a deposit hold to be released was made Mr [redacted] was informed the hold would not be released early as funds deposited into an ATM not owned by TruStone cannot be validated Further review of Mr [redacted] ’s account does show he was granted a one-time exception on a deposit made to his account in November The manager who made the exception did so as a one-time courtesy and reviewed TruStone’s Funds Availability Policy with Mr [redacted] at that timeOn December 18, 2017, Mr [redacted] spoke with the manager who had previously given the one-time exception for a hold removal Mr [redacted] was again advised of TruStone’s Funds Availability Policy and it was reiterated that deposited made to a non-TruStone ATM could not be verified and holds would not be released As a courtesy, Mr [redacted] was refunded $in NSF feesSincerely,Steve ***, CBO

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ TruStone Financial has strict protocols surrounding the protection of customer informationTruStone does not have any of Mr [redacted] 's personal records Phil [redacted] SVP General Counsel Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) So Trustones Professional liar rings in and says strict protocols In protecting customers information and they dont have my personal records huh, thats because you guys lost themI have a voicemail saying you guys lost them and are looking for themWhered they go with all that strict protocol lawyer talk mombo jombo? I dropped my paperwork off in person to the girl at the front desk and thats the last anyone has seen of it? Check the cameras for july 6, you'll see me on there handing my paperwork over to the girl at the deskYou want her name? I know what it is as I sent her an email when I was in the office that dayYou guys messed up and need to fix the problemI WILL NOT stop until I get my personal confidential property back from you guysI'd recommend finding it because I will go to the newspapers, tv stations and social media next to let the public know about how unprofessional and untrustworthy trustone isGood Luck

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

I am rejecting this response because: If I accept this response then it assumes that a solution has been provided, which it has notI understand that TruStone may be "working on" a solution, however, as with a previous Revdex.com complaint, after a year it still had not been fixed so I am unable to confirm/accept the response and look forward to a full resolution to the issue when I have been provided proof that my credit has been repaired and is free of any erroneous reports regarding delinquent mortgage payments

We have recently searched our database and reviewed our ChexSystems reporting and have confirmed there is nothing TruStone Financial has listed for the name [redacted] This supports the prior issue referenced had been resolved on 12/28/ A branch manager reached out directly to Ms [redacted] on 1/2/to request further details about the matter in which she is currently seeking assistance She stated she will provide information to TruStone, yet to date nothing has been received from Ms [redacted] We are more than happy to assist, but require more information from the member Kelly [redacted] VP Collections Manager

I am rejecting this response because:This is all a lieI was told many liesThis is %incorrectAngela [redacted] told me way different along side with other bankers when I called and confirmedStop trying to protect your employees when they are in the wrongAll I'm asking is for you to write a letter in error to experian for myself and my friend [redacted] letting them know the pull was in errorI even explained everything over the phone to the VP assistant Becky [redacted] so for you guys to say my calls don't add up that is another lieI would like copies of the recording and also I was never told I was being recorded isn't that against the law to record a phone conversation without my knowing or approval? If you guys want to get legal I'm willing tooThis can be such a easy fix not sure why you guys want to make this into something biggerPlease have your president call me in that case

During a recent mortgage refinance for [redacted] and [redacted] , it was brought to our attention that late payments on a closed loan with TruStone Financial Federal Credit Union were erroneously reported by the credit reporting agencies TruStone Financial has no records of transmitting any late payment reporting to the agencies since loan was paid in full prior to the dates of the payments disputed by the [redacted] s.Steps have been taken to electronically file a dispute with the credit reporting agencies to properly report the closed loan In addition, we have requested documentation from the agencies to provide to the borrowers showing erroneous reporting has been removed.Employees of both TruStone Financial and our subsidiary, Mortgage Lending Services LLC, have been in contact with [redacted] via email and verbal communication providing her with updates as they become available to us.We will continue to follow up with the credit reporting agencies to ensure the dispute filing is processed and completed

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We regret that [redacted] provided her debit card information to a third party; this does not constitute a fraudulent transaction according to Visa guidelines and regulationsHowever, TruStone Financial has a long history of excellent member service and has agreed to reimburse $to our member's account Sincerely, [redacted] , COO

It would be inappropriate for TruStone Financial to disclose the specific details of Ms***’s account As a general matter, TruStone Financial only resorts to the repossession of collateral and wage garnishment after multiple requests have been made for a borrower to voluntarily satisfy a
past due loan.We have reached out directly to the credit union member to discuss any further details specific to her situation

Initial Business Response /* (1000, 5, 2015/07/29) */
Prior to the complaint being filed, concerns were raised by the Member with TruStone staff in regards to their payments being credited correctlyThrough internal research, errors were identified and all loan payments were reapplied correctly
with a credit being given to the MemberThese corrections were communicated with the Member and, with the filing of the Revdex.com complaint, we are again in direct contact with them detailing out the correctionsDocumented verification has been sent and follcalls have been made to ensure they are satisfied with the outcomeMember is appreciative of the thoroughness of our response and is working directly with TruStone on resolving any final issues
Jeff ***
VP Director of Lending
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were charged for additional interest during the days they did not apply payments for the months the payments were not applied correctlyWe have not been given a refundThey say they are investigating it yet we still have not received the refund for their incorrect charges due to their inability to apply payments when they should have posted
We have received a phone call but no payment
Final Business Response /* (4000, 9, 2015/08/07) */
We completed direct communication with the Member again to resolve any outstanding issuesInformation had been sent and was more recently reviewed in detail with the Member regarding the loan corrections and credits appliedThe Member represented to us that they agreed the matter was reconciledTruStone Financial values their membership and appreciates the opportunity to resolve the situation
Jeff ***
VP Director of Lending

Ms*** completed and signed TruStone Financial's Courtesy Pay Plus Opt in form, also known as overdraft privilege, on September 7th, at our Lyn Lake branch location.We can certainly mail a copy of all her account agreement information, including the opt in form, to the address on her
account We will also reach out to her directly and inquire if she would prefer to opt out of this service.Sincerely,Hans ***COO

Initial Business Response /* (1000, 10, 2015/11/24) */
Dear Ms***,
In response to your May 14, call to review and correct mortgage loan late payments reported in error in 2012, we initiated the process with the credit reporting agency to remove late payment reporting on May 21,
A second correction was necessary in response to your call to our contact center in October and occurred on November 7, A follow up correction was required due to a systems error on October 2, With the loan paid in full November 3, 2015, there is no historical derogatory reporting at this time
While we regret your insurance company communicated to you a rise in your premiums, we would not be involved with payments to or direct correspondence with your insurance agency for your homeowner's insurance policy premium or their reasons for changes of sameWe have forwarded information to you referencing the inaccurate late reporting correction your records
TruStone Financial thanks you for your membership
Sincerely,
Nathan ***
SVP Director of Mortgage Operations
Initial Consumer Rebuttal /* (2000, 12, 2015/12/07) */
Consumer indicated that he/she accepted the business response

I am rejecting this response because: In my many conversations with a representative from Trustone, I was told this change (from mortgage to home equity loan) occurred when my mortgage was sold or came over from the original lender (Community Credit Union) to Trustone Financial My original mortgage was correctly reported by Community Credit Union as noted by the attached copy of that section in my credit report from I am looking to refinance and the lenders are not savvy to the fact that the credit reports is labeled as such (as per your explanation) I would think they should have heard of this before, but this is not the case I contacted Trustone to discuss refinancing with them too, yet I get no response You see what situation this leaves me in at this point, thus the contact with the Revdex.com All I want is to have my credit reports reflect the fact that I have a mortgage not a home equity loan so I can refinance Thank you for your consideration

I am rejecting this response because: the matter was never resolve and it has been over a yearI went back to the Spire credit Union and they ran my name and nothing was every change on their partI am waiting on the check system to sent me a report so I can sent it to them

We have reached out to Ms*** and provided assistance with her accountWe regret any inconveniences Ms*** has experienced and will provide the member a signed copy of the Opt In form as well as provide the opportunity to opt out of the service for which she signed upTruStone Financial’s Privilege Pay program meets all regulatory and compliance requirements and has been a long-standing service we offer our members.Hans ***, COO

TruStone has reviewed Mr***’s documented communication with staff on December 14, 2017, when a request for a deposit hold to be released was made. Mr*** was informed the hold would not be released early as funds deposited into an ATM not owned by TruStone cannot be validated.
Further review of Mr***’s account does show he was granted a one-time exception on a deposit made to his account in November 2017. The manager who made the exception did so as a one-time courtesy and reviewed TruStone’s Funds Availability Policy with Mr*** at that time. On December 18, 2017, Mr*** spoke with the manager who had previously given the one-time exception for a hold removal. Mr*** was again advised of TruStone’s Funds Availability Policy and it was reiterated that deposited made to a non-TruStone ATM could not be verified and holds would not be released. As a courtesy, Mr*** was refunded $in NSF fees. Sincerely,Steve ***, CBO

Mr*** was interested in opening a high-rate checking account with TruStone Financial. Because this account offers an above-market interest rate it also contains certain conditions, including obtaining (and qualifying for) a credit card with TruStone Financial. The requirements for
the high-rate checking account were explained to Mr***Mr*** was provided with a written rate sheet which accurately stated the annual percentage yield for the high-rate checking account. The recordings of Mr***’s phone calls to the credit union do not support his allegation that the yield for this account was over-stated by any credit union employeeFinally, and perhaps most importantly, Mr*** ultimately did not qualify for the high-rate checking account because of certain unresolved items on his credit report. A hard credit pull was made at the time that Mr*** applied for his accountThis hard credit pull is standard procedure for the credit union

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

We have been in contact with [redacted] and have processed the necessary documentation to resolve her situation. We regret any inconveniences she has had regarding her fraud claim.

I am rejecting this response because:This is all a lie. I was told many lies. This is %100 incorrect. Angela [redacted] told me way different along side with 2 other bankers when I called and confirmed. Stop trying to protect your employees when they are in the wrong. All I'm asking is for you to write a letter in error to experian for myself and my friend [redacted] letting them know the pull was in error. I even explained everything over the phone to the VP assistant Becky [redacted] so for you guys to say my calls don't add up that is another lie. I would like copies of the recording and also I was never told I was being recorded isn't that against the law to record a phone conversation without my knowing or approval? If you guys want to get legal I'm willing too. This can be such a easy fix not sure why you guys want to make this into something bigger. Please have your president call me in that case.