Marisa
Difficult website, poor-quality help
True Link Financial has a very poorly designed website: ugly, clunky, and confusing to navigate. It is not user-friendly at all. The spreadsheets cannot be shrunken to fit my screen. Words I wrote disappeared from my view on my screen. (I did not want another app on my phone.) TLF charges me a lot -- $144 annually -- for a niche service that forced upon me by my bank. TLF automated-response help was worthless and failed to accept my repeated queries. it directed me to phone. So I called and waited on hold for customer service until I could no longer stand the insipid music and repeated "hints." There wss no option for a callback from this company. There was no estimate of wait time yet needed. TLF pre-recorded messages in essence directed back to my bank, a bank that is less than helpful. I have needed to run my TLF debit card as many as six timed before it was accepted for payment for gasoline. I find this humiliating in the extreme. Often legitimate expenditures have been completely rejected, leaving me to panic even when I had plenty of funds on hand. TLF has no discernable point of contact for a complaint on their website. Apparently, they assume I am satisfied. I am not.
Response from True Link FinancialOct 3, 2025
Dear Marisa, Thank you for sharing this feedback with our team. We are truly sorry to hear that you have not had a positive experience using your True Link Card thus far, and that you’ve had difficulty reaching our Support Team. While our Customer Support Team works hard to assist as many customers as possible, we are sorry to hear that you’ve experienced long hold times when waiting to speak to our team. Our team is always happy to assist with questions regarding declined transactions, and if helpful to know, our phone lines tend to be consistently less busy towards the end of the day, Monday - Friday from 5 p.m. - 8 p.m. ET. You can also find answers to many frequently asked questions in our Help Center: https://help.cardholder.truelinkfinancial.com/. We can appreciate that downloaded transaction reports and statements might be harder to review on a mobile device. Please know that the True Link mobile app is designed to best support Cardholders accessing their account information via a mobile device. While we have taken note of your feedback here, if you would like our Support Team to assist you further, or if you would like to close your True Link Card, please call our team at 1-800-299-7646 or email [email protected]. If you prefer to email, please address the email to Nona Lee, mention this Trustpilot review, include your full name, and the last four digits of your card number, and she will be more than happy to assist you.