Jay
Do not recommend.
I initially found their services convenient, but challenges arose when I needed customer assistance. Considering the annual fees exceed $140, I expected more reliability from their support team. Unfortunately, customer service is unavailable on weekends or outside business hours. If your card gets frozen by their system, you'll have to wait until the next business day for any resolution. Even after several calls confirming that the potentially fraudulent transactions were made by me, they refused to unfreeze my card. Additionally, replacing a card comes with a fee—$5 for a standard replacement or $30 for expedited delivery, which still takes 3 to 4 business days. The card itself is not durable, as it seems to be made of compressed material instead of plastic. If it gets wet, you'll likely need frequent replacements. While they have positive aspects, these challenges left me disappointed.
Response from True Link FinancialApr 1, 2025
Dear Janet, Thank you for sharing this feedback with our team. We are sorry to hear that you were unable to reach our team after your card was temporarily blocked. While our phone lines are open Monday - Friday from 9 a.m. - 8 p.m. ET we do have members of our support team responding to urgent voicemail messages on weekends from 9 a.m. - 4 p.m. ET. As you mentioned, True Link Visa Cards are temporarily deactivated when suspicious activity is detected. Depending on the reason for the deactivation it is not always possible for our support team to reactivate a card without first escalating to our Operations team. This said, upon reviewing your account and recent information you shared about your card activity, we have updated your card settings in the hope that you will not run into this same difficulty moving forward. We appreciate your feedback about the card’s durability. If your card Administrator reaches out to our support team we would be happy to issue you a new card at no additional cost. We would order the card in such a way that the current card would remain active. If you have any follow-up questions or feedback please don’t hesitate to contact our support team at 1-800-299-7646.