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

  6051 Tyvola Glen Cir Charlotte, NC 28217-6431

  
• 

  Truliant Federal Credit Union

  1915 Back Creek Dr Charlotte, NC 28213-2126

  

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:12/03/2024

  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.

  Truliant federal credit union is using deceptive banking practices, they are charging me on the billing cycles two months charges when only one is due , they also charged me over a thousand dollars for my insurance being changed. They accepted my payment, held it for **************************************************************** late charges and then they hire a third party company to file their insurance and I have to do their work to get the thousand plus dollars they charged me, they cheated me on my money and my credit and act like they didnt care when I talk to them, pitiful what businesses can get away with these days

  

  Business Response

  Date: 12/06/2024

  Ms. ****,

   

  Please see the attached, approved response. 

   

  Thank you,

  *****

  Customer Answer

  Date: 12/06/2024

   I am rejecting this response because:
  They have did anything to resolve my concerns about them doing wrong to customers , they have not ************************ my loan back with the over charges they have charged me with on my loan. Words dont make it better when a institution cheats you , money does
  
  

  

  Business Response

  Date: 12/13/2024

  Ms. ****,

   

  Please find our second response to Mr. ****** attached. 

   

  Thank you!

  *****

• Initial Complaint

  Date:11/29/2024

  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.

  August ***** after release from incarceration. I found that my account had been drained of 500$ and some change. I went into the Truliant office in downtown ******* and filed a fraud claim. Approx 2 weeks later I contacted the fraud **** and was told the funds a were being returned. This did not happen.After another 2 weeks , No funds. I called the fraud **** and they said they hadno knowledge of a claim ever being filed. I Refiled the claim. In mid September , still had no response and no refund . I called the fraud department again and was told this claim was closed and denied. Was told that their investigation had determined that I had given my banking info to the party who removed the funds. I explained I Dont know the person named AND that for the month prior to and during the time the funds were removed , I was incarcerated. My bank card was in the possession of the detention facility and I had no access to contact to this person I Did Not Know .I asked that they send me the findings that lead them to this conclusion. I gave email and home address. Nothing Has been received from the fraud ****.On the 16th of October, I went in to corporate and spoke with ***** *****. Was told by her that there was no physical access to the fraud ****, she got them in the phone ( at corporate) and we were told that correspondence had been sent, and since there was no response from my end that the case was denied and closed.Informed them Nothing had Ever been received from them , via email or hard copy.I was told they would reopen the investigation and send a Hard copy of everything needed and to hard copy the information back to ******* date 11/27/24 Nothing has been received from Truliant fraud department! I have again spoken to Ms ***** from corporate and her suggestion has been attached. Along with paper showing that I was in Forsyth Detention at the time of this theft I need my money returned immediately.

  

  Business Response

  Date: 12/06/2024

  Ms. ****, 

  Please see the attached response that has been approved. 

   

  Thank you,

  *****

  Customer Answer

  Date: 12/12/2024

   I am rejecting this response because:
  No contact has been made from their part since the original claim was made. The supposed written statement regarding their findings was not and has not Ever been received. Which they were told this, during the October in person meeting. I was told a copy of this information would be resent . I was told it would/should be received by November 7th,2024.  NOTHING has been received as of 12/12/24. Regarding cash app claims? The were no claims made , let alone 7 claims made with regard to Cash App payments. There is  Nothing on my Cash App account regarding ********************** other than deposits. and 2 failed withdrawals on July 15,2024. I am requesting for the 3rd time and and All findings Truliant says they have indicating my willful negligence or dissemination of account information .

  They have given NO evidence that the missing funds are through some fault or negligence on my part.  I want the written evidence statement they claim to have.and have sent.

  NOTHING has been received from Truliant Fraud  Department 

  

  Business Response

  Date: 12/20/2024

  Ms. ****, 

   

  Please see the attached approved response. 

   

  Thank you! 

  Customer Answer

  Date: 12/21/2024

   I am rejecting this response because
  Truliant has indicated they have reached out to me several times???
  I have No record via phone/text/ VM or email that there has been attempted contact. I no longer live in *** and due to work/ travel restrictions I am frequently unavailable by phone. and Nothing is in my email for the past 30 days .Please Immediately send specifics for any further information through the BBB portal. Since direct communication continues to be problematic. Additionally, how you intend to disperse my money to me. PREFERENCE - cut a check for the total amount of the refund and a family member will pick it up at Truliant Corporate *************. this week. Zelle is also possible . 

  

  Business Response

  Date: 12/27/2024

  Please see attachment 

• Initial Complaint

  Date:11/22/2024

  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.

  On 9/24 I reported to truliant via a phone call to report of a possible fraud case with a an online store called entertainment Earth. I had several numerous charges which caused my account to go into the negative. And basically truliant and I filed a fraud case with the with the website. A few days later truliant issued a refund on the charges and then the overdraft charges fast forward to sometime in 10/24. I got an email stating that I should be getting a package in the mail with the website and their information to prove that the card was in fact active. I deny the fact that the debit card was active, due to the fact that the card with the last hadn't been used for quite some time because I reported it lost possibly at the beginning of this year and I was issued a a new debit card. I received a package from the website with their information and proof of the card was active. Now according to the paper I had until 11-2024.During this time I received an email from truliant saying that I could upload my information via a link. i had all the information that I could provide which is included with this email. Unfortunately the email link was expired. Which in turn calls me to miss the said date because the information that I got was too late for me to submit a response.on the 1113 the day before the information. I contacted truliant and an associate had informed me that the that the card was indeed cancel I was issued another card. He said system caused old card to be reactivated. My rebuttal was supposed to be due before truliant took my money out of my account which in fact made my account go into the negative which in turn took away my monthly mortgage and any other money that I had for bills to pay. **** told me I could fax it on 11/4 and they would get myself some sort of a extension. On 11/4 I contacted the bank numerous times and I talked to several rude truliant associates.they essentially hung up on me and sent me back to the automated line each time.

  

  Business Response

  Date: 12/02/2024

  Ms. ****, 

   

  Please see the attached approved response. 

   

  Thank you!

   

  *****

• Initial Complaint

  Date:11/07/2024

  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.

  Took out a loan with this company of $3,000 in the month of September. From beginning of opening account, I had to initiate phone call to even check to see if loan was approved. No one would call me. When loan was deposited I set up my account to transfer funds into my personal banking account. This company has a daily limit of $2,500 which I did, leaving $500 in the Truliant account. After this deposit hit my personal bank account, I was then locked out of my account with ********************** unable to retrieve the rest of my funds, make payments, anything. I then began calling immediately to gain access to my account. Everytime I called someone said they were looking into it and I would get an email or phone call to which I got neither. Only time I spoke with someone is if I called them. Up into october still no help or access to this account. Still under lock down. My payment came due, the phone would not even let me make payment due to the account being locked down. Now this company has filed late charges for no payment against my credit without help to gain access to my account.

  

  Business Response

  Date: 11/14/2024

  Ms. ****, 

   

  Please see the attached, approved response.

   

  Thank,

  *****

• Initial Complaint

  Date:11/01/2024

  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.

  On October 21, 2024, I was contacted via the Truliant Customer number by someone identifying themselves as Truliant Fraud. During the conversation it became apparent to me that this was likely some type of fraudulent call. I hung up and called Truliant to explain what happened and to request that they put a hold on my account. On October 23, 2024, I met a representative in the ******* ******* to present my ID. They subsequently, closed my account and opened a new account for me. I left the bank with a new debit card. In addition, I logged in successfully to my account and was able to take care of some personal business. Today, I attempted to go online to access my account but was denied access and was instructed to contact the customer service number. I then called ************. I was then instructed to go into a bank location and have my phone and other digital hardware scanned and cleaned of spyware. Currently no one has provided any information to explain the scanning/cleaning process. I have not received anything in writing and Ive not talked to anyone in the Truliant Fraud Department.Please contact me at ************ about this issue.All the best, ****** *******

  

  Business Response

  Date: 11/07/2024

  Ms. ****,

   

  Please see the attached response that has been approved. 

   

  Thank you,

  *****

• Initial Complaint

  Date:10/23/2024

  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 opened a new checking and savings account. A couple months after opening it and making several deposits, I had a company frequently charge my card. So I made a claim against it. Turns out the fraud was true and I was awarded my money back. However due to filing a claim my debit card was revoked. This company agreed it was a true claim and ended up punishing me for it by taking my debit card leaving me unable to pay my bills. What's the point of a bank account without a debit card. Why punish me for a company who shouldn't have charged my card? I'm avoiding closing my accounts due to my multiple direct deposits but without a debit card what is the point of banking with this company? Especially when the claim was for only $34

  

  Business Response

  Date: 10/31/2024

  Ms. ****,

   

  Please see the approved attached response. 

   

  Thank you, 

  *****

• Initial Complaint

  Date:10/14/2024

  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.

  This bank filed an application for an auto loan without my permission. No documents were signed nor any terms were agreed on, yet they submitted an application for a loan. Marked my account for fraud and closed both of my checking and savings account. Now they are holding on to my money for absolutely no reason. I never once signed or asked to have my credit ran by this company/bank.

  

  Business Response

  Date: 10/24/2024

  Ms. ****,

   

  Please see the approved attached response. 

   

  Thank You, 

  *****

• Initial Complaint

  Date:10/11/2024

  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 had an 11 month certified deposit (CD) which matured at the start of this week 10/07 and auto renewed at a much lower rate as expected. I had surgery on Monday on the maturity date. It's now Friday and I'm within the 7 day ***** ******* I tried calling to have the account closed and the balance sent via check to my mailing address on file since opening the account. The agent said he attempted text message and email verification but I did not receive the single attempt he made. He did not re-attempt. This is odd since I logged in without issue a few times using both text and email verification prior to the call since their third party managed statement and document center is flaky when it redirects to it from the main account page and sometimes requires login again. He also asked what accounts I had with ********************** and said none of the info I gave him matched. He said the only option I have is to go to a branch to validate my identity. There are no Truliant branches in my state. Aside from the fact I had surgery on Monday and I'm not mobile right now which I explained, I am not comfortable using a "partner bank" to simply close a CD account and have the balance sent to the mailing address which has not changed since the account was opened. This should have been a 5 - 10 minute phone call which turned into several hours. I don't feel the agent did a proper job attempting to validate my identity using standard methods on my account which have not changed to save myself from having to physically visit a branch within the ***** period when I am unable to due to the surgery to perform a routine procedure to close a CD account upon its maturity. An account manager said other questions were attempted to be answered but they were not asked to me if that was the case. She said she reviewed the call but it seemed like she was listening to some other call, not mine.

  

  Business Response

  Date: 10/21/2024

  Ms. ****,

   

  Please see the attached response that has been approved. 

   

  thank you,

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

• Initial Complaint

  Date:09/22/2024

  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.

  Ref: CD accounts linked to saving a/c # ************ Note that the dispute is on all CDs and one of them is ************ The CDs got mature in early Sep. I had both call and email communications with Truliant and I requested both verbally and in writing in late Aug and Sep 1 2024 (right before the maturity dates of the CDs) that those CDs should not be auto renewed. My comm is attached.But Truliant renewed them to the lowest rate they have. They actually advertise a 4.75% rate but they renewed my CDs to 3.15%. I contacted them again on Sep 20, but they want to charge me thousands for withdrawing the CDs.They are taking advantages of their customers. The practice is immoral and irresponsible. I demand an immediate release of my fund with an interest payment for the delayed period based on the interest rate set for the original term of the CDs (before the renewal).

  

  Business Response

  Date: 09/30/2024

  Ms. ****, 

   

  Please see the attached response. 

   

  Thank you, 

  *****

• Initial Complaint

  Date:09/20/2024

  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 received a letter from Truliant Federal Credit Union (TFCU) dated 5/14/24 concerning a cybersecurity attack with their former 3rd party print, digital ******************** provider (*****) that accessed their data files from 2012. Due to this data breach, **** offered free Equifax CreditWatch Gold for 12 months to safeguard my credit security. To sign up for Equifax CreditWatch, I was provided activation code & a deadline sign-up date of 8/31/24. However, I left my home for an out of state work assignment on 8/25/24 & did not receive the letter before leaving. While I was away, I set my TFCU notifications/statements to be received electronically, but this notice was received by postal mail. When I returned home & sorted through my mail from September 1-3, I discovered their letter & attempted to activate the free CreditWatch. Thats when I learned that the offer had expired & I reached out to ****. Upon doing so & explaining that I did not receive their letter in a timely ********** inquired about getting a new updated activation ******** was 1st directed to call Equifax & after doing so, I was advised that **** would have to contact them to get a new updated activation code issued. When I called TFCU to relay Equifaxs response, I was told that they were sorry, but there was nothing they could do. I have been a member of **** for 20+ yrs. Credit breaches have become a major issue & to think that it is acceptable for my credit information to be compromised because of them & the lack of timely notice being received, they can just offer an apology to resolve their responsibility is not acceptable & it should be illegal.

  

  Business Response

  Date: 09/23/2024

  Please see response.