Complaints

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

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  TruMark Financial Credit Union

  335 Commerce Dr Ft Washington, PA 19034-2712

• 

  TruMark Financial Credit Union

  1000 Northbrook Dr Trevose, PA 19053-8430

• 

  TruMark Financial Credit Union

  1701 Market St Philadelphia, PA 19103-2903

• 

  TruMark Financial Credit Union

  PO Box 8127 335 Commerce Drive Ft Washington, PA 19034-8127

• 

  TruMark Financial Credit Union

  1931 S Broad St Philadelphia, PA 19148-2216

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:11/02/2023

  Type:Order 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’ve contacted Trumark Financial Credit Union in regards to my received Annual Escrow Account Disclosure Statement for my mortgage. I just need an answer regarding my escrow shortage amount and the additional difference I need to pay in order to keep my mortgage payment exactly the same as last year. This is process I’ve completed every year since my mortgage inception in 2016. The service representative I spoke with *** ***** couldn’t help with any questions including my mortgage history. According to her records my mortgage transaction history only goes back 6months which should not be the case. I politely asked for someone else, she did try to reach a supervisor who was not available. However I offered to call back at another time during the day and still didn’t get a straightforward answer. I just need an employee to contact me in regards to this simplistic payment request as it relates to my upcoming mortgage payment due.

  Business Response

  Date: 11/22/2023

  Thank you for contacting TruMark Financial regarding ****************** situation. We have reached out to our member and resolved the issue. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:08/31/2023

  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.

  This company has been told to cease and desist from all mailings to my home address, specifically solicitations of any sort, yet I continue to receive them.

  Business Response

  Date: 09/14/2023

  Thank you for contacting TruMark Financial regarding **. ********** situation. This matter has been forwarded to me for response. TruMark Financial understands **. ********** desire to avoid unnecessary mailings. Additional steps have been taken to ensure he no longer receives any solicitations in the future. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:07/31/2023

  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.

  This Credit Union (Trumark-Membership no ********) changed their credit card system in May and sent new credit cards to replace old credit cards but due to your last credit card change they made a terrible Credit union and I am not happy with this establishment at all.Why? Because, they changed your credit card system, but even though I have one credit card, when I question my credit score, it appears on my old card and in my credit score detail, there are 2 cards with the same amount of debt at the same limit, and my credit score decreases as the amount of debt increases. 2 weeks ago, I submitted my complaint to the customer representative in this direction, but I was told that they would return to me, but no one asked for the last time. If they are changing the credit card system, why don't they close the old card? As can be seen in the attached details, there is no update on the old credit card after April, but in my credit score, the old credit card appears to be active and added to the same debt. How could such a thing happen? How can they play with my credit score. I have never seen such an unprofessional work done in my life. I am complaining about this establishment.

  Business Response

  Date: 08/04/2023

  Thank you for contacting TruMark Financial regarding *** ********’s
  situation. This matter has been forwarded to me for response. We are reaching
  out to this member to provide further assistance. Due to privacy concerns, we prefer
  not to provide third parties with any details regarding our member’s accounts,
  obligations or standings with TruMark Financial. Thank you for bringing this to
  our attention. 

  Customer Answer

  Date: 08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  If Trumark CU cared about the privacy of its members and made the necessary updates to the credit card system that it changed months ago, we would not be at this stage now anyway. If he had answered my complaint to the customer representative for 3 weeks or found a solution, I would not have complained anyway.
  
  Until Trumark cares about the safety of its members, there would not be an important event that would affect the credit score of its members so much.
  
  Let them leave their secrecy and tell them when they will find a solution to my complaint. How one credit card is shown as two cards in the credit card system they changed and they haven't been able to solve my complaint for weeks. If you changed the credit card system, why don't you close the old credit card? What kind of banking concept is this? What do you do that works so hard? You convey your grievance to the customer representative, but when I complain to you, you talk about the privacy of the customers. What are you talking about? Leave it to your privacy, find a solution to my problem and grievance! I've been your customer since 2020, but I'm not happy to be your customer.

  Dear BBB, please publish this grievance on your site and let other people not experience the grievance I experienced and let them work with the bank/CU that does their job properly.

  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:01/31/2023

  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 trumark account was hacked into via the trumark online banking app the bank refuses to acknowledge that it happened I have reached out numerous times over the last 7months with little response by phone and in person

  Business Response

  Date: 02/16/2023

  Thank you for contacting TruMark Financial regarding ******************* situation. This matter has been forwarded to me for response. Upon review, TruMark Financial has been in contact with ****************** and investigated any claims of fraud. However, no evidence of fraud has been discovered. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  Date:01/09/2023

  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 contacted trumark in regards to a hardship and payment puase. I was granted the puase Howe ever the system was glitching everytime I sign it would take me to an adobe site that says no documents. When the contract was finally resent and signed by me **** ****** didn’t see it initially. I then called back one month later and someone from his team was about to get him to apply the puase. They informed me this would be removed from my credit the 2 late pays since I wasn’t supposed to be paying. As good faith I made a payment for those 2 months however I shouldn’t have been reported late nor the payments. I would like the late pats removed, I ask the last rep I spoke with to document the account for me . You can also play back call where the puase was not applied. 

  Business Response

  Date: 01/26/2023

  Thank you for contacting TruMark Financial regarding *************** situation. This matter has been forwarded to me for response. We have tried to contact the member and sent a letter informing that the issue has been rectified. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.

• Initial Complaint

  Date:12/09/2022

  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.

  Hello, I am owed $2,320 from TruMark Bank. I was overcharged for overdraft fees, even though the bottom of all TruMark printed and digital bank statements say $0 on the "fee" portion of the statement. Not one single person at TruMark knows why this fee section doesn't reflect fees, so the person I've been talking to (***********************, ************) has gone to the company that makes the statements for explanation and has not heard anything, so he suggested I'd write in here for restitution. Although banks are not legally obligated to report fees on the statements, I want confirmation that it is TruMark's specific in house policy to NOT report, even if it is not federally obligated to- this is completely predatory, especially for a credit union designed to attract younger patrons (no bank account minimum, etc). I have reached out to almost every other bank requesting a sample statement, and the fees are almost always corrected. TruMark has effectively siphoned 10% off my savings and has not offered me any solution except (begrudgingly) the last two months of the overdraft fees from the date I noticed the siphoning. I will continuously demand 100% restitution for all funds owed (balance as of 6/2/22: $1,820). I have called the provided number for this leg of the branch and have not had any significant help on this matter. I sent a message to The Supervisory Committee on 6/2/22. On 9/1/22 Trumark changed policies Sept 1, 2022 and removed their $10 overdraft fee. I have repeatedly called *** *********, the contact *********************** gave me, to remedy this matter. She has dodged about 10 of my calls now and I'm now writing into the BBB. Her phone number is **********. The last time I reached out was Monday, December 5th. This is a predatory practice and I have received 0 help from the bank. I am young, in my first years of my career, and Trumark has syphoned 10% of my savings for the better part of a year and have not offered any remedy since. Can provide docs upon request.

  Business Response

  Date: 01/06/2023

  Thank you for contacting TruMark Financial regarding ***************'s situation. This matter has been forwarded to me for response. We have responded to the member and were able to provide assistance. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial..

• Initial Complaint

  Date:11/21/2022

  Type:Billing 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.

  A check was mobile deposited into my checking account. The check was written by another party to me.The bank cleared the check and it bounced. They immediately locked my account so I could not access it.I never saw the if the money was actually deposited into my account. I never spent one single DIME of that bounced check however they are holding me responsible for payment on it. If they cleared the check and deposited it into my account and it bounced then they could have removed it from my account and would have lost nothing in my opinion but I am not a banker. Instead they have taken my whole Social Security Check AND my pension checks for the last 2 months. I have called several times and they refused to unlock my account until the money was paid back. My credit score is ruined because of them, all my payments on my bills are 2 months behind. I am getting calls, texts and emails from people I am behind on payments with. They never TOLD me they were taking my checks. They just took them. I have no money, no bank now because they have closed the account and told me I still have to pay for the rest of the bounced check. I had no access of any kind to any money in my account for anything. They have ruined my credit, my life and caused me so much stress I am now on anxiety medication. Why am I responsible for a check they cleared but I never spent a dime of? All they had to do was take it out of my account and charge me a fee for a bounced check instead of taking my social security check and pension. They left me helpless and with nothing. When I call I get told there is nothing they can do about it. I do not have any supporting documents because they locked my account and I never saw anything.

  Business Response

  Date: 12/07/2022

  Thank you for contacting TruMark Financial regarding **************** situation. This matter has been forwarded to me for response. TruMark Financial attempted to provide assistance to ************** on multiple occasions. While ************* is responsible for the activity she authorized on her account, we will continue to assist in any way possible. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts or standings with TruMark Financial. Thank you for bringing this to our attention.

  Customer Answer

  Date: 12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: TruMark has done absolutely nothing to help me or assist me.  I have called several times and asked to have my account unlocked and I was told there was nothing they could do.   I have received numerous emails from TruMark telling me I have a new message on my account which was LOCKED and I had NO ACCESS TO so how was I supposed to retrieve the letters that were sent to my account.   They have NEVER reached out to HELP me in any way.  All they have done is take all my  money and put me in debt and months behind on my bills because I had no access to the money.   They should have talked to me about this and allowed me to make payment arrangements to pay this bounced check off that I still don't think is my responsibility since I NEVER SPENT A PENNY OF IT.  If the check bounced and I didn't get any  money from it how did the bank loose this money in the first place?  Check no good, you throw it away, charge a fee to the customer and call it a day.  Nothing was LOST. No money was exchanged.  They have never reached out to me to  HELP me - they just TOOK my pension checks and Social Security checks without my permission.
  
  Regards,
  
  *************************
  

  Business Response

  Date: 01/06/2023

  Thank you for contacting TruMark Financial regarding ************* situation. TruMark Financial has attempted to reach ************** to discuss solutions for her account and will continue to assist where possible. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial.

  Customer Answer

  Date: 01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/05/2022

  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 have been unable to receive my car title from TruMark. On 7-25-22 I spoke with Kathleen B*****, Collections Dept, and paid off the remaining balance. I was supposed to receive my title in 7-10 business days. On 8-23-22 I spoke with Lorie R***** because I still had not received my car title. I was informed that my car loan was not paid off and I had a remaining balance of $68. Again I paid the remaining balance and was told to expect my car title in 2 weeks. On 10-5-22 I called TruMark again because I still have not received my car title. Trumark stated that I had a remaining balance of 0.14. That was just paid yesterday?? That I can expect the car title in 4-6 weeks. I want my car title and to be DONE with this bank.

  Business Response

  Date: 10/27/2022

  Thank you for contacting TruMark Financial regarding **. ********'s situation. TruMark Financial can confirm the payment issue is resolved now and a representative will reach out to ********************. Due to privacy concerns, we prefer not to provide third parties with any details regarding our members accounts, obligations or standings with TruMark Financial. Thank you for bringing this to our attention.