TruStone Financial Credit Union

bank has a lobby manager now who greets you like a customer looking forward try the app and online banking.

I have been at a member at US federal credit union which then turned into fire fly which has now turned into true stone financial. Every time there's a turnover it's worse. I used to be able to do my banking by 7 AM but I guess nothings available at Truestone until 9 AM. I waited in the parking lot, then decided to go to their drive-through which they opened five minutes late. I think it's odd that the drive-through has the same hours as the lobby, previously the drive-through was always open an hour or two before and after the lobby hours. Anyway upon getting my money back they gave me the biggest bills they had available i.e. hundreds and when I asked for smaller bills they said they didn't have any available. So I had to go to the lobby waiting in line for 15 minutes again to get smaller bills. It's like they don't know how to run a business. Even though I've been going to the same location for over two decades I'm thinking about changing. Bank hours that run the same is normal business hours don't work for me. And some of us don't like walking around with 50s and $100 bills, not to mention when they took over the financial institute they shut it down for four days making funds unavailable and not notifying bank members that they were doing this. We were notified that was turning into Truestone but not that our funds would not be available for four days! They seem dodgy!

I called Firefly the day before me and my daughter were going in to open an account. I wanted to verify what she needed to bring in to get the account open. I was fold she needed her school i.d. and her social security card. I was offering to bring in anything, even her birth certificate,to which I was assured was not necessary. I go in with her,and surprised to be told by Nichole we need her address verification. We go get a postcard from her school to her room# and address of the school. We were told that was not sufficient as well. So no new account, and I would have to rate this a terrible customer experience.

This CU provided outsanding cs everytime I needed them or visited. Their bankers were knowledgable and resourceful for all my baking needs. Hope the new merger won't kill the nature and core values of this institution. (4/5 just to keep the door open for improvement bcse it's necessary otherwise I have nothing to complain about).

A lot of these bank accounts are from old people they don’t have Internet. They need to make a phone call to work on their account sometimes. But you turned off all your telephone services. What a nasty message you’re sending to your customers