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December 2023 by D Rederer
I use a credit union for local services. I had used the notary services in the past at Trustone and it was quick and easy, Stopped in for a quick one page notary and they changed their policy to not help unless it was a Trustone related document. Their website still advertises they have a notary service for their members. Pretty ridiculous. The manager was just sitting in her office and couldn't take 1 minute to help. No wonder banking has gone online. Lakeville MN--
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December 2023 by brian tito
I am Brian Tito, I would like to send my thanks to Angie Thamert of your bank for providing the excellent and prompt service to me. She is very nice to talk to I really appreciate her from my heart. It is good this type of employee works with you and she will definitely help the branch to achieve greater heights. Her great attitude and personality make her the person that everyone wants to listen to and be around. I rate her 10/10
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December 2023 by Greg Ward
Sometimes in life we happen across hidden gems. I found a Trustone credit union branch in Lakeville. Talk of a hidden gem...Let's start with the bank tellers. Every one of them would be an assett to any employer.Heather ( teller) your the greatest most knowledgeable financial teller I've had the pleasure working with. Your patience and confidence is remarkable. I am not very knowledgeable about the topic of bonds and markets... however after your patience and ability to put me at ease and made absolutely sure I understood.... REMARKABLEAs a personal banker... Angie you are by far the GREATEST banker I have ever dealt with...You not only get things done but in the best interest of the customer. In my case you took what i thought was an impossible loan and made it a reality... Your personality is second to no one. You are an asset to human kind let alone Trustones customers..And then theres the boss lady herself Kim, the Branch manager whose position in most institutions restrict getting to know their customers. Not the case.Kim has a great personality and allows me to ask quick questions and gives very detailed and personalized answers even though I'm popping my head into her office...All in all the Lakeville branch has the best of the best a real top gun of the financial institution. Thank you all for knowing my name everytime I enter and being as friendly as ya'll are.... From my heart..Greg
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December 2023 by Samantha Helm
The tellers were polite enough, but I went in to close my accounts and they said I had to see a banker to do so. The wait was so long I had to leave…two separate times.
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August 2023 by Sam Kunjummen
I got signed up with TruStone and Susan the assistant manager here, has been awesome to work with. She is extremely knowledgeable and understands the needs of her clients and works hard to help them out. I am very happy with TruStone Financial and would highly recommend them! The rest of the staff here is also very professional and knowledgeable.
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April 2023 by Angela Lofquist
This bank has the worst customer experience since the switch from Firefly. They lied to me at least three times regarding a loan we have through them and they charged us for their mistake. They have refused to review their mistake or remove it. I would never recommend them to anyone and am planning to close all of my accounts shortly.
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October 2022 by Gwen Pleschourt
No one at this office has any idea how to assist with the credit card side of things. I keep getting the run around and I'm sick of being brushed off being told to contact customer service, but customer service tells me to contact the local branch. Be careful if you want to open a credit card for the low interest and accruing points because that is false.
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July 2022 by Da T
Deposit some money and the bill a little old and they won't take it. Told me to keep spending at the store. I am better to deposit money to store then.
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May 2022 by Birgitta Sundstrom
I am leaving. They are a total s show. I had been member tracing back to US Fed. But I'm done. This place is such a disaster. The sell out was a horrible decision. Everything is slow to update on the app. And again, I had to cancel a card for one issue and now I cannot return anything because they keep denying the returns to my old card. I never had issue prior to TruStone take over. They are a complete mess. DO NOT OPEN AN ACCOUNT HERE! You will regret it 100%.
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April 2022 by Raul Diaz
The United States has become the land of apoplectic, hypersensitive, “hyper-Karen-ist” children. Bad, self-centered, entitled children make bad customers and then blame everyone else for their bad feelings. Try asking yourself if you are a part of the “Me World” or the “We World” and a truly cooperative and congenial citizen before you so harshly judge everyone else. It’s a throughly contemporary financial institution operating in the 21st century - what would your expectations be if most everything was still done on paper and not from the palm of your hand? Maybe you chronic complainers should first look inward and consider the fact that all this abhorrent, insensitive and ill mannered behavior you are receiving is simply a reflection of our increasing rude, impatient, outspoken, angry and violent society. I’ve been doing business here for twenty years and while I understand that nothing is ever “perfect” in any human endeavor my experience is that my banking always gets done and life goes on. Find a real cause to get so worked up about like the death of the planet or democracy.
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March 2022 by Will S.
I was a Firefly member for over 15 years. I have stopped banking with them. I have Yelp posted this at all branch offices. If you plan to join a credit union, where ever you are, you might want to stay away from Trustone. Here are some of my experiences and observations. 1. Before the merger my FireFly checking paid interest no matter the amount of money in it. With Trustone, you have to have a $300 balance in their Premium checking account for the entire month to collect interest. If you fall below $300, you are charged a $5 fee. 2. My FireFly bill pay took the money out on the day the bill was due. Trustone, they take the money out the banking day before. For example, let's say 100,000 members have an average Bill Pay of $200 per month. Trustone then can make interest on $20,000,000 per month. Bill Pay gets more interesting when Monday is a holiday, and the bill is due on Tuesday. They pull the money out on Friday hold the money for 4 days while making interest on it. Note that people who have a Premium checking account lose 4 days of interest on the amount they scheduled in bill pay. The credit union I am in now does Bill Pay the old FireFly way. 3. Do a Google search on "trustone problems". You will see they have increased fees on the other financial products they provide. Credit Unions are members of the National Credit Union Administration (NCUA) at ncua.gov . They file a quarterly financial Call Report Form 5300. Start at the Analysis link at the top of the NCUA page to find it. I downloaded December 2020 and 2021 Call Reports. December 2020 included the combined FireFly and Trustone membership. See NON-INTEREST INCOME YEAR-TO-DATE FOR THE CYCLE, 12. Fee Income 2020: $ 7,725,277. 12. Fee Income 2021: $ 12,662,107. Fees increased by $ 4,936,830 (64%) in 2021. 4. See CreditUnionTimes, In 2020 Dale Turner (CEO) received a $283,622 retention bonus. Leon Eichten (CFO), Gary Jeter (CTO), Marty Kelly (CMO), and Kelly Robbert (COO) each received a $250,000 retention bonus. How are these folk worth it? Since the merger happened, there have been continued problems in trying to bank at the place, and member fees have increased. 5. Again, the 5300 Call Reports for December 2020 and 2021, MISCELLANEOUS INFORMATION, 4. Number of credit union employees who are: a. Full-Time (26 hours or more per week) 2020: 549. b. Part-Time (25 hours or less per week) 2020: 32 a. Full-Time 2021: 523. b. Part-Time 2021: 24 Full-Time in 2021 decreased by 26 people. Part-Time in 2021 decreased by 8 people. NON-INTEREST EXPENSE YEAR-TO-DATE FOR THE CYCLE, 22. Total Employee Compensation and Benefits 2020: $36,425,605 and in 2021 is was $61,267,265. In 2021, compensation increased by $ 24,841,660 while employees decreased. Who is getting the $24.8 million (68%) difference? Estimated 2020 average pay = Total Compensation(36,425,605)/Total Employees(549 + 32*0.5) = $ 64,470. Estimated 2021 average pay = Total Compensation(61,267,265)/Total Employees(523 + 24*0.5) = $ 114,518. The average credit union compensation is around $69,000. I am using Payscale, . There are other estimates, but all fall into this range. The Trustone 2020 estimate matches that at $ 64,470. Trustone estimated average pay for 2021 is $ 114,518. Let's face it, as a branch office/teller employee, you are not going to make $ 114,518 a year. You are in the $ 69,000 range, as the 2020 estimate indicates. Also, Payscale shows that total 2021 compensation increases based on median values across all positions ranged between 3.4% and 6.9%, see . It looks like the senior Trustone management has given themselves a raise in 2021. This seems to me is the reason for the increased average pay. I could be wrong. Still, how in the heck does compensation in a CREDIT UNION increase $ 24,841,660 (up 68%) in one year with the employee count going down? Also with industry staff pay increases in the range of 3.4% and 6.9%. The senior management at Trustone appears they are servicing themselves rather than the members. Their compensation appears not to be performance-based. Also, the
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January 2022 by Margaret Kolden
I had a terrible experience here with my adult son with a disability. It was the most blatant example of ableism that I have witnessed in my 30 years of parenting this young man. The teller treated him in an unkind , unprofessional and disrespectful manner. I did not intend to post my concern on social media. I shared my concern with the Highland Park branch manager in early December and was assured I would hear from the district manager. I did not. I shared my concern on the online portal with "Leslie" on 12/11/2021and was assured I would hear from the Lakeville branch manager.. Again, nothing. Come on TrueStone...do better.
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January 2022 by zach bretzman
Ive been banking with them since they were US fed but today was the day haha tried to do a simple thing had my paperwork turned in but when i turned it in apparently no one there could process the paper work so had to wait till today well I call over and apparently in a matter of 5pm to when i dropped the papers off ans to 930am they manage to lose my papers and then said they never got them like what you guys need to hire some new tellers asap it shouldnt take me 4 hrs on the phone to figure something out either aftee getting hung up on and the run around for 2 days you guys are completely unprofessional and lacking in basic human communication i had one guy out of 5 i talked to that even got me anywhere with what i needed and yhank god for the 1
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December 2021 by Molly Jahn
My husband and I just go married and had some checks to deposit from our wedding. That was a huge process. We had to go in 3 times until we could finally get them cashed. It wouldn’t have been so bad, but the 2nd time we went in, the teller was very rude and condescending and didn’t help us at all. The 3rd time we went in we met with a banker so I could add him onto my account, change my name, and finally get the checks deposited. The banker was extremely rude and we were obviously an inconvenience to her. Terrible customer service!! We were both very disappointed. I have been with US Federal Credit Union, Firefly and now TruStone for many many years and I can say I was very close to closing my accounts and move to a different credit union.
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November 2021 by jimmydutwo
The loan staff are pretty good but the tellers tellers are slow, can't seem to understand you and frequently have to go into "the back" to finish the transaction or have someone from "the back" come out to clarify. What's or who's in the back anyway. Either better staff, training or processes needed here at Lakeville office.
