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Business Profile

Credit Union

TrueCore Federal Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for TrueCore Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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TrueCore Federal Credit Union has 4 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Hi opened an account with truecorefcu. They allowed my debit card to go through when the funds were not in my checking account. I called in and spoke with a manager and advised that I do not want my debit card to go through if the funds are not up there, I want the card to decline as the law states I have the right to do. I have filed complaints in writing and has called in several times regarding this. They continue to allow my debit card to process transactions when the funds are not there. I feel this is their way of stealing NFS fees from me repeatedly when I keep telling them turn that feature off on my debit card, I would like any fees remaining to be removed and I would like my debit card to decline if the funds are not available

      Business Response

      Date: 06/13/2023

      The three transactions that caused fees were authorized while there were funds in the account.  Between the time of authorization, and when the transactions were posted, the member did a cash withdrawal.  Since the transactions were authorized, they cannot be returned.  When ****** does an authorization, they do not leave the authorization on until they send in the transaction to post.  ****** removes the authorization a few minutes after you are done pumping gas so the funds are available in the account even though it might be a couple days before the transaction posts to the account. Our member service department will reach out to the member to personally explain. 

    • Initial Complaint

      Date:02/07/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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 called TrueCore Federal Credit Union on Monday February 6th due to my account being locked. My savings account had been overdrawn for 45 days. The accounting department discharged my savings account. ****** **** emailed me and let me know that I had an outstanding balance of $9.67 by email. I took the 9.67 down to the local branch and **** ****** made me aware that I needed to deposit not only the 9.67 but ten more dollars. I returned to the branch later in the day and made a deposit in the amount of 13.00. My direct deposit is scheduled to be deposited on Friday into my checking account. I have no access to any of my truecore accounts, checking or savings.

      Business Response

      Date: 02/07/2023

      Account was charged off due to being negative for 45 days. We have received payment and account has been re-activated. Direct Deposit should post correctly once received. A member of management will reach out to member. 

      Customer Answer

      Date: 02/14/2023

      I accept the business's response to resolve this complaint.
      Regards,

      ******* ********

    • Initial Complaint

      Date:10/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      They refuse to close my checking account and change it up account without meeting with a person in the bank. Last account I closed took well over 40 minutes to sit and wait for help. I have told them multiple times over the phone to close those 2 accounts and they will not. They want to waste 45 minutes or more of my time that I don't have during banking hours to do this and want to continue allowing a debit to try to collect from the account from a place I have demanded to stop the auto debits and charge me fees

      Business Response

      Date: 10/13/2022

      Good morning, Mr. ****** is correct in his statement that we cannot close his account completely without his presence in our branch. This is due to our account structure. Our accounts operate under one base number, example account number *****. Under this base number, Mr. ****** has a basic savings account, a Change it Up account, a Checking account and a Visa account. Because Mr. ****** has an outstanding balance on his Visa, I cannot close the account completely. As requested by Mr. ******, I have closed Mr. ******'s Change it Up account and his Checking account, along with his debit card. At some point, Mr. ******, authorized an automatic debit with a merchant and has received three NSF fee's totaling $87.00. As a good faith gesture, I have also refunded the $87.00 to bring his Checking account balance back to zero, therefore officially closing the Checking account. 

      Mr. ****** continues to have the basic Savings account and his Visa account open until Mr. ****** pays off his outstanding Visa balance.

       Please let me know if I can be of further assistance. 

       *** *****, CEO

      TrueCore Federal Credit Union

      Customer Answer

      Date: 10/13/2022

      I accept the business's response to resolve this complaint.
      Regards,

      ***** ******

    TrueCore Federal Credit Union is BBB Accredited.

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