Overall, I like the TrueLink card for my ABLE account. My one gripe is with just how long it takes to load funds on transfer. After using this card for more than a year and many transfers, it still takes five days or longer for money to load. It's impossible to use it for anything urgent or even happening soon because the money will just not get there in time. Currently having to reschedule dental work because I can't trust that even after a week, the money will be there.
Response from True Link FinancialDec 9, 2024
Dear XD,
Thank you for sharing this feedback! We are sorry to hear that it’s been challenging to know when funds will land. The timing of a transfer from your ABLE account to the card is managed by Vestwell (who initiates the transfer), but our team’s understanding is that transfers are supposed to complete within two business days. If you are experiencing longer timelines, we recommend reaching out to Vestwell directly or contacting our team at [email protected] with details, so we can investigate on your behalf. We appreciate hearing how we can improve your experience and look forward to connecting so we can help address this.
CW
Cynthia W.
Monthly Fees Outweigh Benefits True Link
I like the concept of True Link. The monthly fee is astronomical, unfortunately outweighing the benefit.
Response from True Link FinancialAug 12, 2024
Dear Cynthia,
Thank you so much for sharing this feedback.
Our team would be happy to connect with you in order to learn more about your needs. We understand that the $12.00 monthly fee for our services may be difficult for some customers. We’d appreciate hearing from you if the fee creates financial hardship for you, and we can be reached at [email protected].
For most people who begin using True Link, the monthly fee is worth it for the unique features and benefits that the card and platform provide, including the spending controls, reporting, real-time alerts, and access to a team familiar with the needs of the customers we serve. However, we understand that this may not be true for all situations.
We look forward to assisting you!
JR
Jody R.
Don’t use this service if you need speedy access to funds.
I love having the ability to control the money used to care for my mom. But $13 a month service fee and up to 2 weeks for money to hit the card make this a terrible service. Not happy at all.
Response from True Link FinancialJun 4, 2024
Dear Jody,
Thank you so much for sharing your feedback with our team. We are sorry for the frustration caused by the first several transfers made to your True Link Visa Card taking a few days to fully transfer to the card. We can confirm that moving forward transfers made to your card will be made available within one business day! We also understand that emergencies happen, and if ever you need to fund your mom’s True Link Card same-day, please email [email protected] and we will be happy to assist.
As a security precaution, for our newest customers it can sometimes take additional time for the first several transfers to become available on a True Link Visa Card. Many financial services companies have similar policies to ours for new accounts, and as the card is in use this timeline typically shortens significantly.
We hope that this update is helpful to you, and if you have any follow-up questions or concerns please don’t hesitate to reach out to our support team! Our Customer Support team can be reached at 1-877-264-8783, Monday through Friday, from 6 AM - 5 PM PT and 365 days a year at [email protected].
SS
Steven S.
I dislike how long it takes for a…
I dislike how long it takes for a requested payment to the card to show as received and ready to spend. In other contexts, such as Zelle, funds are transferred and available right away. We are paying a fee to use TrueLink and I don’t like the idea that this delay may be second kind of fee by enabling TrueLink to use the float
Response from True Link FinancialFeb 9, 2024
Dear Steven,
Thank you for your feedback! While True Link Visa Cards are not compatible with Zelle, we understand that sometimes it’s important for funds to be made available sooner than the standard ACH transfer process. As a next step, we would love to connect you with our Customer Support team. They will be able to share more information with you regarding expediting transfers in instances when you have an urgent need. We’d also be happy to hear any additional feedback you have as a new customer with True Link.
Our Customer Support team can be reached at 1-877-264-8783, Monday through Friday, from 6 AM - 5 PM PT and 365 days a year at [email protected].
I hope this context is helpful! Have a great day and please don’t hesitate to reach out if we can be of any further assistance.
ML
Matthew L.
Extremely slow to set up
Extremely slow to set up. Took weeks to ship the card, and then *another* week after that to actually get funds transferred to the card. I contacted customer support to ask when the card would arrive only to be told it was sent using USPS with no tracking. Sorry, but even USPS doesn’t take weeks to ship a letter. Also, there was no option for better shipping when I ordered the card.
Response from True Link FinancialJan 4, 2024
Dear Matthew,
Thank you so much for sharing your feedback with us! We are sorry to hear that the time to set up your True Link account was longer than expected.
We can confirm that once a new True Link Visa Card is ordered, it is printed within two business days by our card printing partner. Once printed, it is shipped via free USPS shipping, which can take up to seven additional business days. If your card didn’t arrive within nine business days, please reach out to our support team at [email protected] and request a refund of your first month’s fee. If ever you need a replacement True Link Visa Card, or would like to order additional cards, please know that you will have an option to choose $30.00 expedited UPS shipping, which takes 3-4 business days to arrive.
Additionally, it can sometimes take up to five business days for the first several transfers to become available on a True Link Visa Card. Many financial services companies have similar policies to ours for new accounts, and as the card is in use this timeline typically shortens significantly.
This said, we understand that some new customers have an urgent need for funding to be expedited. As a next step, we would love to connect you with our Customer Support team to review your account. This can help with expediting the new customer funding timeline. We’d also be happy to hear any additional feedback you have as a new customer with True Link. Our Customer Support team can be reached at 1-877-264-8783, Monday through Friday, from 6 AM - 5 PM PT and 365 days a year at [email protected].
We recognize that for new True Link customers, the several weeks it can take for a card to arrive and be funded can feel frustrating. Please know that we have shared your feedback with our Product Team, who confirmed that they are working on updates this year to shorten the time it takes for new customers to get up and running with True Link. Thank you again for your feedback and please don’t hesitate to reach out to our Support Team for any additional assistance.
CB
Cecilia B.
Too long for transferred funds
I don’t like how it takes several days to make transferred money available for use.
Response from True Link FinancialDec 22, 2023
Thank you for your feedback, Cecilia! While established customers like yourself are able to make transfers available to a True Link Visa Card within one business day, we understand that sometimes it’s important for funds to be made available even sooner.
As a next step, we would love to connect you with our Customer Support team. They will be able to share more information with you regarding expediting transfers in instances when you have an urgent need. We’d also be happy to hear any additional feedback you have as a new customer with True Link.
Our Customer Support team can be reached at 1-877-264-8783, Monday through Friday, from 6 AM - 5 PM PT and 365 days a year at [email protected]. We are here to help however we can!
CC
chris C.
Mycard does work good,but I'm upset…
My card does work good,but I'm upset because I'm limited on what I can buy with it,my payee without telling me,or giving me any verification of it,put a restriction on my card that prevents me from being able to buy anything that's either made by or sold by Google itself or Google play store for Android and she says that true link automatically blocks them due to history of card holders being scammed so all I ask is this claim to be verified so I know if my payee is lying to me so she can be a control freak or if this claim is true, because I'm a gamer, and since my payee doesn't want to pay for cable or normal TV,all I get is WiFi and internet connection so since I'm a gamer and use YouTube I need to be able to buy apps for games which are called mods, because the card works on steam,but if I want mods for certain games I have to use Google to pull up the site the mods are on and pay for signup to get decent ones that work,and some games require apps to get them to work,some help game work better and I need apps for android to link,so it's hard to buy them if the sites that create and sell them aren't created or sold by Google itself or Google play,but I'm forced to use Google itself to search for it, because if I try Microsoft edge it keeps redirecting me to Google so i have no other way to search it, and PlayStation network has an issue and Microsoft store because it doesnt accept my card because it doesn't properly regconize my address and zip code it says something doesn't match, but it's suspicious because it works fine on steam,works on amazon so all i wanna know is this claim the payee says true or not,if its not true i need this restriction removed cuz its preventing me from things i need for gaming
Response from True Link FinancialOct 20, 2023
Thank you for reaching out about this, Chris! We’re glad to hear that your card is working well, and we’re sorry to hear that the Spending Monitor settings put in place by your card administrator have caused frustration for you.
While we can confirm that we will sometimes block particular merchants based on reports of fraudulent transactions, we’d be happy to speak with you to discuss this further. As a next step, we kindly ask that you contact our cardholder support team at 1-800-299-7646. We’re available Monday through Friday between the hours of 6 am and 5 pm PT / 9 am and 8 pm ET.
We hope to speak with you soon!
SP
Susan P.
Limited utility -- not beneficiary friendly
This service is on the right track but needs work. There is a phone app with fingerprint sign-in for the trustee, but nothing for the beneficiary. The beneficiary has to find the card, look up a number on the back of the card, text "balance" to the number on the back of the card, and enter the card's digits. Come on, True Link. You are asking cognitively-impaired and neurodiverse people to go through 4 steps instead of just using fingerprint sign-in?
Trustees and beneficiaries need to know that transfers are not immediate. Because these are bank-to-bank transfers of money, it takes DAYS for funds to be available. No transfers occur on weekends, not even recurring ones; no transfers can happen on bank holidays, even if initiated the week before. So if the beneficiary is at the doctor's office and they need to make a co-payment right now or they won't be seen, the beneficiary will not be seen. Or at the pharmacy for a newly prescribed Rx and the copay is $50, they won't get it.
Finally, trustees need to realize that the payment restrictions are by general expense type. While this is a major step in the right direction, allowing the debit card to be used at pharmacies means the beneficiary can buy **anything** in the pharmacy...toys, crafts, cards, pots and pans......
Response from True Link FinancialOct 12, 2023
Thank you for your feedback, Susan. We sincerely regret any inconvenience caused.
While we do hope to offer a mobile app for cardholders in the future, we do not have a timeline as to when one will be available. For now, the best way for a cardholder to check their balance is either online, over the phone, or via text message. The text-for-balance option is generally the easiest option as cardholders will only need to text the word “balance” to our Cardholder Support number (1-800-299-7647). To help reduce the amount of steps needed to contact us, we also recommend that cardholders save our phone number in their phone as a contact.
Transfers generally take one business day to become available, and it is true that transfers may take longer to become available if they are impacted by a weekend or holiday. In emergency situations like you described, where funds are needed urgently, we recommend reaching out to our Support Team for assistance.
We wish it were possible to block purchases at the item level, but that is not technically possible at this time (we can block categories of merchants or individual merchants).
If there is ever anything our Customer Support team can do to assist you, we can be reached at 1-877-264-8783, Monday through Friday, from 6 AM - 5 PM PT and 365 days a year at [email protected]. We are here to help however we can!
