ComplaintsforTrueCore Federal Credit Union

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  02/14/2023

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

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  10/13/2022

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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/25/22 one payment was made to **** that was authorized. There was another payment to **** that was unauthorized that I have been in communication with **** about. TrueCore has charged me 8 nsf fees for 3 days which is $232 and is not willing to work with me even though **** is disputing the unauthorized charge and refunding it back to me. Because of this, my recurring bills that are authorized were not able to come out which also resulted in more nsf fees — to which I would like a refund for those nsf fees as well.

  Business response

  04/05/2022

  Good morning, in response to this complaint. This is a business account. This member has requested that TrueCore refund 8 NSF fees for a a charge that his wife authorized at ***** This is a dispute between the member and ***** TrueCore has already refunded 14 NSF fees for this member, all of very similar issues, in the last 12 months. It should be noted that NSF fee’s on business accounts are typically not waived. In this member’s case, TrueCore have made several exceptions in refunding fees to help this member. 

  I believe that TrueCore has treated this member fairly, in every situation. If **** returns the members disputed charge that we were told was authorized by his wife, then **** should refund their NSF charges because of their error. 

  Customer response

  04/05/2022

  I was in contact with **** to have them reverse the charge. There were other transactions coming out of the acct, to which I was transferring money from my savings to my checking to make sure the account would no my go negative. When Monday came, I seen **** pulled 2 payments out so I contacted them. They were going to send the funds back. I contacted TrueCore and TrueCore said that the issues I was having with the nsf fees was stemming from ****. I asked TrueCore if they would be will to work with me on the nsf fees if I figured out the fraud charge with **** since the charge was completely unauthorized and they said no. It really makes a stressful situation much more stressful especially being a member for years with TrueCore. 
  
  Regards,
  
  ***** ****

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