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Business Profile

Credit Union

TruService Community Federal Credit Union
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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TruService Community Federal Credit Union has 5 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:12/16/2024

      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.
      TruService FCU allows potential members to apply and open accounts online. I live in their service area and applied to open checking and savings accounts. I receive Social Security payments, 3 pension payments, and have just been notified that I'm inherting 20% of an irrevocable trust after the death of my brother (a wealthy physician). So I have a couple of bucks to deposit in my new checking account -- which will be at some other institution* *** ******* from TruService emailed me a link to an e-document for me to sign electronically. Before I could access the document, I was required to answer 8 - 10 challenge questions to verify my identity. These asked me to identify street numbers where I lived 30 years ago and addresses where I lived only briefly while in college. I haven''t thought of these addresses in years and apparently I answered one of the questions incorrectly. I was locked-out from signing the e-document (no second chances). Later, *** ******* called me and told me I must come into a branch to open the account. I live 40 miles from the nearest branch. THREE QUESTIONS: (1) If I'm a fraud, why invite me to come to a branch, since I would fail that authentication also? (2) If I'm not a fraud, why not allow a second chance to authenticate with different questions? (When you enter an incorrect password, you usually get 3 chances before being locked out.) (3) Ever heard of uploading a scanned copy of a driver's license or passport (you know, like other financial institutions do)? Stupid and useless.

      Business Response

      Date: 12/30/2024

      We responded to the same complaint this individual filed on our google page. TruService utilizes online security methods to protect itself from fraudulent accounts. We were unable to confirm the identity of the individual through the online security channels and requested that he come into one of our locations to validate his information. We do understand the inconvenience this may cause. However Truservice must protect itself as well as the individual who may have had someone attempting to open an account using his identity. TruService encourages *** ******* to come into one of our locations to complete the new account process. 

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