TruStone Financial Federal Credit Union

Initial Business Response /* (1000, 5, 2015/12/23) */
TruStone Financial has strict protocols surrounding the protection of customer information. TruStone does not have any of Mr. [redacted]'s personal records.
Phil [redacted]
SVP General Counsel
Initial Consumer Rebuttal /* (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 them. I have a voicemail saying you guys lost them and are looking for them. Whered 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 desk. You want her name? I know what it is as I sent her an email when I was in the office that day. You guys messed up and need to fix the problem. I WILL NOT stop until I get my personal confidential property back from you guys. I'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 is. Good Luck

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 /* (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 regulations. However, TruStone Financial has a long history of...

excellent member service and has agreed to reimburse $10 to our member's account.
Sincerely,
[redacted], COO

Initial Business Response /* (1000, 5, 2015/07/17) */
We regret [redacted] cancelled her mortgage loan financing after final home inspection cost was incurred. As a show of good faith, we have issued a check on July 16, 2015 payable to Ms. [redacted] in the amount of $150.00 for the remaining...

amount which she is seeking. TruStone Financial prides itself on a longstanding history of excellent member service.
Sincerely,
Nathan [redacted]
SVP Director of Mortgage Operations

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 12/28/2015.   A branch manager reached out...

directly to Ms. [redacted] on 1/2/2017 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

We have had several conversations with Ms. [redacted] regarding her loan. The nature of the loan made to Ms. [redacted] has not changed since her loan was made. This is a mortgage. When lenders report a mortgage to the credit reporting agencies they may describe the loan as either a Real Estate Mortgage...

or a Home Equity Loan; it is simply a matter of preference by the lender. TruStone Financial has chosen to report its mortgages as Home Equity Loans.  Importantly, the credit reporting agencies treat either classification (i.e. Real Estate Mortgage or Home Equity Loan) as the same type of trade line. The description used does not change the credit score or any material part of the credit report. We hope this will help her understand her loan is still a mortgage. Respectfully,Steven [redacted]Chief Business OfficerTruStone Financial

I am rejecting this response because: If I accept this response then it assumes that a solution has been provided, which it has not. I 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.

I am rejecting this response because: I would not have accepted to take part in this program if I had known the credit limit went up to $800. This fact is not explained to you when you sign up or outlined in anywhere in writing. I'd rather incur double ended charges once and know that I have insufficient funds than get charged $30(x) more in fees than the amount in credit that I used. This amounts to a horrendous rate of interest for the "service" you provide. It is a steep penalty, not a service. Again, you are misleading the customer.