They are absolutely horrible and the customer service is even worse. When I financed my car, I called and was advised that I am unable to set up biweekly payments and unable to pay more than my monthly payment. I recently refinanced my car and they received an overpayment of $250, instead of issuing a check I was advised I would need to submit a wire transfer for funds. During this process I was notified of a $2.50 transfer fee (which is fine). The system added the fee to my transfer balance (making it reflect they are paying me to transfer not the other way around). Since 252.50 is what they tried to transfer to me (instead of 247.50) I was charged a $35 NSF twice. When I called in, I was told they couldn’t help me and my only option was to go to a branch location that is 3.5 hours away. I called back the next day and was told there is nothing they could do for me and the $70 would not be reversed by management. ABSOLUTELY HORRIBLE, clearly this bank does not care about their customers. Stay clear!
Call center is not helpful, bank does not resolve issues, accessing money or accounts is complicated. I've been with the bank for a year and just recently one of the branches ATM machines ate $400 cash, I called to resolve the issue with the bank and was not helped at all. I was told different things from different people and now I'm out $400 until the ATM dispute goes through which could be up to 10 business days. Bill collectors are waiting. As soon as this issue is resolved we are pulling all of our money out and switching banks.
I have banked with several institutions and TruWest Credit Union certainly wins the award for the worst in every aspect. I have yet to speak to a customer service representative who is not rude, demeaning, and not helpful. Calling to express concerns regarding the poor customer service served to be useless as the only "person" to answer was a voicemail and the effort to return my call was not put forth. This is not a "personal attack" but rather constructive criticism recommending that your "customer service" begin to do just that...actually serve the customer.