Complaints

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

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  Truliant Federal Credit Union

  3200 Truliant Way Winston Salem, NC 27103-5778

  
• 

  Truliant Federal Credit Union

  794 S Main St Kernersville, NC 27284-4073

  
• 

  Truliant Federal Credit Union

  600 Green Valley Rd Greensboro, NC 27408-7700

  
• 

  Truliant Federal Credit Union

  3024 Prosperity Church Rd Ste B Charlotte, NC 28269-8112

  
• 

  Truliant Federal Credit Union

  4530 Park Rd Ste 110 Charlotte, NC 28209-3708

  

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.

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  *** had a Totally Free Checking account with ********************** for years. Recently, they began charging me a $7.50 monthly maintenance fee without my consent or a clear explanation. I was told I can no longer keep my free checking accountdespite it being a longstanding account type I signed up for.Every time I ask direct questions, I receive copy-paste corporate responses that ignore what I actually asked. My name has been repeatedly spelled wrong, and they consistently fail to respond within their stated timelines, forcing me to follow up again and again in a frustrating back-and-forth.Ive already filed a complaint with the ****, which referred the issue back to Truliant for internal handling. But the way this is being managed feels like intentional deflection rather than a ************* requesting the following:A written explanation of why this maintenance fee was added Immediate removal of the monthly fee The option to retain my original Totally Free Checking account without changes Accountability for the delayed, incomplete, and dismissive communication Ive received This has become an exhausting cat-and-mouse game that I shouldnt have to play just to keep the account I signed up for.

  

  Business Response

  Date: 07/08/2025

  Please see attachment 

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:
  Truliants response is just a copy-paste PR script that ignores the core issue: youre taking away the Truly Free Checking account and replacing it with a product that only remains free if members meet specific financial conditions. Thats not the same as truly free. Life happens, and when it does, your loyal members shouldnt be held hostage by bank fees they can no longer afford. I didnt sign up for a $7.50 maintenance fee account. I signed up for a no-frills, no-strings checking account. I already get things like roadside assistance or telehealth through logically related services, not my bank. These enhanced benefits are just upsells disguised as value.
  Whats more disappointing is how long it took to get a response. Ive banked with Truliant for years, and I had to escalate this through multiple channels just to get a real reply. This isnt customer service. Its damage control.
  This change isnt about evolving with the times, its about squeezing revenue from members under the guise of industry standards. Be transparent. We joined for simplicity and trust, and youve traded that for profit. At the end of the day, youre not addressing the issue, youre just telling me, this is how it is now and offering no real alternative. Its basically a polished way of saying ***** to ****, and thats not how a member-owned credit union should treat its long-standing members. Again, I am still being ignored by the bank. I had to escalate it to get a response. You should absolutely be ashamed at how you treat longtime members. 
  
  
  
  
  

  Customer Answer

  Date: 07/11/2025

   I am rejecting this response because:  On June 16th, Truliant Credit Union added a $7.50 maintenance fee to my account without notice or clear explanation. Ive been a long-time member, and when I reached out for clarification, I was repeatedly given generic, copy-pasted responses telling me I could switch to a lower monthly maintenance fee account because my free checking account is no longer available. I escalated the issue multiple times and even filed a previous BBB complaint but was deeply dissatisfied with how it was resolved. Truliant responded with the exact same generic statement again, providing no real resolution or accountability. After that, I contacted their Board of Directors directlytwiceand was completely ignored. I didnt even receive the usual automated well reply within 24 hours message. Thats when I realized they were likely intentionally ignoring or blocking my email. To test it, I sent the exact same message from a different email account, and suddenly I got the auto-reply within seconds. So theyre purposefully avoiding me and filtering out my concerns. This is incredibly unprofessional and unethical behavior for a credit union that claims to put members first. Im requesting: A full explanation of why my original emails were ignored Removal or refund of the $7.50 maintenance fee A proper response to my concerns not a generic, dismissive template An explanation of why the Board of Directors appears to be blocking or filtering member emails If this issue continues to be brushed off, I will continue to file complaints and escalate this further.

   

  Desired Outcome:

  I want an explanation for why my emails to Truliant including those to the Board of Directors were ignored, and why I had to use a different email address just to receive an automated reply. I also want a direct response to my concerns, not a generic or pre-written template, and confirmation that my email is no longer being filtered, flagged, or blocked.

  
  
  

  
  

  

  Business Response

  Date: 07/11/2025

  Please see attachment

  Customer Answer

  Date: 07/14/2025

   I am rejecting this response because:
  
  Thank you for the response. Unfortunately, this reply demonstrates a complete lack of engagement with the actual issue I reported.
  
  
  My complaint was not about a $7.50 fee or general account structure,  it was about Truliant failing to respond to my emails in a timely manner, and appearing to block or filter my primary email address entirely. I had to resort to using a different email account just to try to reach them. Even that new email, which generated an automated well respond within 24 hours message, has still gone unanswered. Truliants claim that theyve been monitoring and responding accordingly is simply false.
  
  
  Whats more frustrating is that the BBB is preparing to close this case simply because Truliant responded, even though they didnt respond to the actual complaint I filed. This is not a proper resolution. Its a deflection, and it reinforces my point: both parties are choosing convenience over accountability.
  
  
  The fact that I had to escalate and reopen this case after the BBB closed it as a duplicate should have been enough to signal that something was being overlooked. Yet, instead of ensuring the core concern was addressed, the deliberate non-response and lack of access to communication channels, this case is now being pushed to closure without resolution.
  
  
  If this case is closed based on a non response to a misrepresented complaint, I will be formally escalating to the ************************* of Better Business Bureaus (IABBB) and publicly documenting the failures of both Truliant and the BBB in this matter.
  
  
  

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My accounts were closed and they tell me I have to visit a branch to retrieve my funds from the closed accounts totalling roughly $35.00. They will not send me a refund check. I live in ** and cannot visit a branch.

  

  Business Response

  Date: 07/10/2025

  Please see attachment

  Customer Answer

  Date: 07/12/2025

   I am rejecting this response because:
  
  I still have not received the check payment

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 informed Truliant Federal Credit Union of a possible fraudulent charge to my checking account on May 23. It was late in the afternoon, but I was told that I should go to my branch and open a new checking account. After driving 65 miles, I was told that I had to come back the next day , (which was a Saturday) because there wasn't time for them to open a new account that day because it was too close to closing and it took an hour to open the account. So, I came back the next day and the assistant manager was helping me. He tried calling the fraud department to remove the block they had put on my accounts the previous day. They weren't in so I had to come back the following Tuesday, (Monday was Memorial Day, the 26th), I went back Tuesday and opened a new account. I w but the block was given a new debit card but the block was not taken off my account. I had to wait for the fraud department to review my case. I used my card a few days later and the following day there was a charge on my account that I knew I hadn't made. My card was blocked again. No one offered me any idea of how long it would take them to review my case, nor did anyone tell me what I needed to do in the meantime. I called last Tuesday or Wednesday and asked them. They told me then that I needed to take my iphone and my laptop to Best Buy Geek Squad and have my devices cleaned and then bring them the receipt stating that they had been cleaned. I had my devices cleaned Thursday the 26th of June and I picked my laptop up on Friday morning ay Best Buy in ******** and personally took the receipts to the **** branch office on ****************. I had to open a new checking account, get a new debit card and a new credit card all again, at that time. I asked when my accounts would be unlocked and he said that it would take 24 to 48 hours. My account was finally unlocked yesterday. I went around paying bills yesterday and had a doctor appointment today and they put a block on it again today

  

  Business Response

  Date: 07/11/2025

  Please see attachment

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 obtained a replacement debit card. The sticker on the card to activate has a number to call *************) that gives you 3 options. 1 lost or stolen 2 dispute charge or 3. additional service. if you select 3, you are asked for your card number. I entered my card number and it "doesn't recognize" and you cannot proceed from there. There is NO option to activate, and of course it does not recognize, but at this point you either go back to menu to repeat or nothing. I contacted them by email and got no help. I contacted them by FB messenger and it asked a good time to call and day and after this time I provided had long passed and me contacting them AGAIN, they suddenly needed my phone number never mind I've been a customer for years, they have my number. I gave them the phone number and after all day of no call someone called after my phone had lost charge from all day of no call from them and I did NOT call them back or go to a branch as they dared say I should use MY time doing, I had and have done more than enough. They deliberately dont tell you their name on FB messenger, they deliberately put a sticker on the card telling you to call a number that does not give activation option. I even called a different number I had for them and nothing about activating a card you get the same useless options. I want an HQ to know of this and a response from them.

  

  Business Response

  Date: 07/08/2025

  Please see the attached response.

   

   

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:  I told them in the complaint the toll free number given does not work.  if 3 is selected and you enter the card number and date it says card not recognized!  I am not stupid nor am I lying.  As for my phone number being disconnected, another false statement.  I have had the same number for over 20 years.  The ONE time they did call I had had my cellphone close by for them to call at the time they asked me to give them, it ran out of charge since they didn't call til later afternoon after I asked for a 9:30 am call.  At this point I had made MANY attempts including calling the toll free number, selecting 3 and entering my card and date  and it did not work.  I have been a customer there too many years for the time I have spent being told to make a trip to a location or to try reach someone again.  I will only do this once more using toll free number,  and if it is the same run around I can let the Attorney General try it for me.   Truliant can reach me for anything they want but let me have this issue and I get nothing but time consuming efforts on my part. 
  
  
  

  

  Business Response

  Date: 07/11/2025

  Please see attachment 

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 2/23/2025 I opened a new Truliant account, funded with $500 from my current ******* account. The account was opened successfully and I received a debit card, which I activated. I then configured my employer to deposit a percentage of each check into the account. I did not use the account until 6/3 when I was denied a withdrawal from the ***. I went into the bank and they said the account was suspended and would have to contact fraud department. I called the number and provided a screenshot of the TD statement showing the initial deposit and my ID (front and back). I was told I'd receive a call back. I called each of the next 3 days and was told I'd receive a call back and that they could not get in touch with anyone from the fraud department. At one point, I received a call from the fraud department stating my debit card was unlocked. This was inaccurate, as the account itself is still locked/suspended. I did not receive any contact when the account was suspended, and all deposits have been successful. Given that I received the debit card, get MFA texts and emails, and received a call from fraud department, I do believe they have my contact information so I am unsure as to why I did not receive contact initially. I had to reach out to them to see what information needed to be provided as well, and I am concerned that they need more and the account will remain in limbo until I finally reach someone from fraud.

  

  Business Response

  Date: 06/18/2025

  Please see attached response

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Approximately four years ago, my Truliant account was closed without warning or explanation. I was never contacted by phone, email, mail, or textnothing to alert me of the closure or to inform me of a negative $2 balance. I found out only when I attempted to access my account. I immediately went into a branch to resolve the issue and was told I could not reopen the account, nor was I offered the option to pay the balance.Years later, I returned to a Truliant branch and paid the $2 balance in full with cash. I was told by the representative to wait two weeks and reapply online, which I did. I was denied again. I called customer support, was transferred three times without clear communication, and finally was told I needed to go into a branch because *********** may not have updated yet.I took a second round-trip **** to a branch, only to be told again that the decision was up to a manager, who ultimately denied meeven after I had cleared my balance and provided proof. I explained my frustration, time spent, and money wasted just trying to open a basic bank account. I was told nothing could be done. When I called customer support again for help, I was met with a rude, dismissive tone and was told Truliant doesnt notify customers before account closures or collections. No empathy. No resolution. Just policy.Ive spent weeks doing exactly what Truliant staff instructed me to dotwice. The experience has been disorganized, cold, and confusing. Ive made every effort to resolve a $2 issue and have been met with resistance and inconsistency at every step.This has been one of the worst banking experiences Ive ever had. I deserve clarity, respect, and fair treatmentnot to be shut out without explanation. Im requesting a proper review of my case and a final determination with clear reasoning.

  

  Business Response

  Date: 05/30/2025

  Please see attachment. 

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have 1 late payment from Truliant FCU on my credit report from March 2024 on a personal line of credit with account number starting in ******. I have been on time for 99% of my payments. The month that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments. It is stopping me from getting approved for a mortgage.

  

  Business Response

  Date: 05/15/2025

  Please see attachment. 

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 opened a Senior checking account at **********************. I was provided a debit card by customer service at the ********, NC branch and provided a PIN. I asked if I would be able to access the cash deposit of ******* that day and she ***lied, yes, it is immediately available. I tried using the card online and it was declined several times, so I went back to the customer service *** who changed my PIN and told me to give it a few minutes and try it then. It still did not work. The next day I went out of town and tried it and it still didn't work. I then called the customer service on the back of the card who after 30 minutes on hold, came back and said my account should not have been opened, I had a previous charge off. She said you cant use your card but you can get your money at the local branch when you get back in town.I went to the local branch and found my funds on collection hold. The teller spoke with the collections department who said I had a charge-off from 23 years ago from a company ********* had acquired. They said they were applying my money in checking to my charge-off. I told the teller, there is no charge off and not to use those funds for anything. I asked for proof of the debt and she said she couldn't provide it to me. I left and went to discuss with a legal ***.I returned with a letter stating I did not owe any debt to Truliant and I wanted proof of the agreement of the debt. She said she would contact their security department but it appeared the debt started in 1995 and they wouldn't have records for it. She said let her email collections and call me Monday. Today is Monday, she called and said they have the paperwork and the statute of limitations did not apply. She said I told them I was filing for bankruptcy in 2002. No Way! I want my money returned to me asap. I dont want to file a lawsuit but if I do, I will not settle for the 1000, I will pursue any violation of the ***** for unfair collection practices as well!

  

  Business Response

  Date: 05/07/2025

  Please see attachment. 

  Customer Answer

  Date: 05/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have late payments from TRULIANTFCU on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.

  

  Business Response

  Date: 04/21/2025

  Ms. ****,

   

  Please see the attached, approved response. 

   

  Thank you! 

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My car was repossessed simply bc my co-signer on my vehicle loan defaulted on his other loans with Truliant that I had nothing to do with. The car loan was current and never had a past due status. They took the car to sell it and applied it to the loan that was in a current status just for me to still owe $11k. I received no calls or notifications. They took my car while I was at work. My old neighbor told me the night before they was looking for my car as they showed up to his house harassing my old neighbor. Called to try and rectify the situation by refinancing with another institution the next morning and was told I could do so until they found the car and recovered it. Needless to say they was at my job 20 minutes later taking my vehicle as I was trying to refinance and was already approved just needed to submit paperwork and wait for a payoff check. Theyre not on your side nor are they in the business to help others. Very predatory practices

  

  Business Response

  Date: 04/21/2025

  Ms. ****,

   

  Please see the attached, approved response for *** *******. 

   

  Thank you, 

  *****