TruStone Financial Credit Union, Burnsville, MN

I was a very happy member of Trustone's predecessor credit unions for over 30 years. Then they merged with Trustone. The USFederal Credit Union/Trustone merger was a disaster, but sometimes XXXX happens. I figured I'd give them time to recover. Okay it's been 2 years and I have finally given up on them. Their rates are lousy, their terms are lousy, their institutional customer service is lousy. It has just been a miserable 2 years overall with one failure after another. I knew it was time to end it when I was thinking the other day how much better Wells Fargo is than Trustone. I think that speaks for itself.

Since they took over from Firefly I got nothing but problems. All of my online purchase has been declined (they are all under 3,000). I called them and was told it was for my own protection. WHAT? I had to use a different credit card to make purchase online every time. Their Saving account sucks big time even with high balances. Car and home loans...not good. no discount for anything. ZERO. I will be closing all of my accounts and go to Wings or SharePoint or something. Stay away!

I miss Firefly Credit Union. I have had nothing but problem after problem every single time I need anything ever since the merge with Trustone. Not to mention you can’t schedule a future payment for some reason, they throw in random fees, and you have to wait on hold forever to speak to anyone. I’m thinking of refinancing my auto loan to go through somewhere else.

Went into lobby to discuss opening an account for our new business. When i approached the desk i broke up a conversation between 3 employees at the nearest "service" desk. They abruptly walked away ... no hello, no smile, just one guy saying "...be right back"? He wasnt, the others avoided eye contact for a few minute. I finally just walked away and left. So awkward, so unnecessary. Will be a great "how to lose a client, before they even become one" customer service story some day.

A dumpster fire of a bank. I wish firefly was still it's own credit union. Absolutely one of the worst banks I have ever been apart of. Avoid them at all costs. If there is something any other credit union can do in 5 mins these guys will take at least 45 mins on their best day. If you value your time, sanity, and hard earned money I suggest you avoid them at all cost.

I've been having trouble with my account, but I was greeted this morning over the phone by Mitchell who provided exceptional customer service. Helped me get my account back together, was way more friendly then some of the people I've talked to over the last couple weeks. He needs a raise a promotion everything. I would highly recommend using this location for all your service needs. Thanks Again Mitchell your the best

I had a personal loan through Firefly Credit Union before they merged with TruStone. I never had any problems with them and was quite pleased that all my automatic payments were processed in a timely manner. In comes TruStone. Let’s just say they have not carried over the excellent customer experience. I took out a small personal loan earlier this summer to consolidate bills and 3 times I worked with someone to set me up for automatic payments. I filled out the necessary paperwork all 3 times only to discover they did NOT process any of it. My payment was to be auto withdrawn on the 1st of October and when it wasn’t, I logged into my TruStone account last night only to discover that my loan was “LATE”. Now, if I had not logged into my account when I did, I would not have discovered their own incompetence of not managing my account or the paperwork they had me fill out 3 times! I wish I had never taken a loan out with them, so I’m stuck until it’s paid off. It’s not that I don’t want to manage my own payments, it’s the principal that they can’t seem to get their own ducks in a row after 3 attempts to set up my account for autopay! I’m sure they’ll tell me they have no record of my request, as was the case the first 2 times! Customers Beware.

I had been trying to find out information about this branch for weeks. It’s one of the few places in my area, or my parent’s area that has safe deposit boxes. The financial my parents have had a box at for decades now requires appointments because almost no one is there. The pandemic is over but they can’t seem to staff their bank. Appointments really makes visits harder and not very customer centric. For Trustone, the Burnsville location on Nicollet has boxes, but I needed to know if any were available. I called the 800 number (the only number available) and ended up talking to some third party person who basically read the website information back to me. They couldn’t transfer me to the actual branch. The 800 number is a waste of time. Finally I was in the neighborhood when they were open. The handicapped parking is in the back of the building. At least I was able to get in on that side. Entering the branch I noticed a sign that said to see a teller about making an appointment to see a banker…?.. I was tired of walking into the building and just sat down at someone’s desk to rest because the tellers were both busy with other customers. It happened to be I was at the Personal Banker Chris’ desk and he immediately asked how he could help me. I needed a notary for something else. Turns out Chris was a notary! I have had such a terrible time finding notaries at other businesses, so I was stunned it was so easy here! Afterwards I inquired about safe deposit boxes. They had 2 sizes available. I chose one and signed up for its use. Chris explained the boxes are available any day the lobby was open and no appointments necessary. Thank the higher powers, Trustone came through for me twice in one visit and Chris was very professional, nice, and respectful. He even gave me a direct phone line to him should I need to contact the branch directly (well, him in any caes). Thank you for having this location. I had been a customer of Firefly which merged with Trustone, opening up more branches in my area. Now I just need to convince my parents that the distance to a safe deposit box should not outweigh the convenience.