On the whole not a bad experience, although I think the fees of $12 a month are high.
However, TrueLink cancelled the card of my relative (a vulnerable adult) without providing notice. The cardholder agreement allows for this, which makes this legal.
Having said that, this approach is out of line with TrueLink's claim to serve the financially vulnerable. I would think that a courtesy notice warning that an account is about to be closed is in order. I now have a vulnerable disabled adult without access to the card and therefore without access to funds should she have an emergency.
It took quite a few tries to get Customer Service to respond as well, which was not encouraging.
Do better.
Response from True Link FinancialJul 20, 2026
Thank you for sharing your feedback with our team. We are sorry for any inconvenience or hardship the account closure may have caused you and the Cardholder.
True Link cards are automatically closed after carrying a negative balance for 120 days, which often occurs when the monthly fee continues to be charged on a card that is not in use. We can certainly appreciate how advanced notice prior to account closure would be beneficial, and we are reviewing our current notification process.
We are also sorry to hear that you had difficulty reaching our Support Team. Please know that our Support Team is available 365 days a year, responding to phone calls, emails, and live chats Monday through Friday between the hours of 6:00 a.m. – 5:00 p.m. PT, and responding to urgent emails and voicemails over the weekend. Our Chat feature is available 24/7, and we are exploring improvements to make it even easier to leave a message for our Support Team outside of our business hours.
Please don’t hesitate to reach out to [email protected] if we can be of any additional assistance with your account.
AW
A W.
Truelink is SOOO difficult to deal…
Truelink is SOOO difficult to deal with. Neither your username nor password can be stored on your phone - which is both time consuming and an unnecessary inconvenience. I have tried to discuss it with them, but, as so many have already complained about, talking with tech people there is a waste of time.
Response from True Link FinancialMay 18, 2026
Thank you for sharing this feedback! We’re sorry to hear that you are having difficulty getting your email and password information to save when you’re using your phone, and that you weren’t able to get solutions when you last contacted our team. We would be happy to help, and as a next step, recommend emailing our Support Team at [email protected] so that we can help troubleshoot.
It will be important for our team to have answers to the following:
Are you attempting to login to the True Link website or the mobile app?
If the website, what internet browser are you using?
What kind of mobile device are you using?
Are you a True Link Administrator, or a True Link Cardholder?
Thank you again for taking the time to share your recent experience. We hope to hear from you soon!
HP
Henri P.
I was shackled with a TrueLink card…
I was shackled with a TrueLink card because I have an account with Alpine Gold ~ for some reason, Alpine thinks this is a useful card and company for their clients to use to conveniently spend some of their precious metals investments ... it sounded good to me ... until I finally tried to use it and I will say I don't think I can be more frustrated and dissapointed with the experience. Zero reasonably posted information about spending limits and a grossly minimal feature app for consumer use~ uttlely frustrating indeed. I am of sound mind (so far.. and I am grateful for that) and I don't need a bank controlling my funds so rigorously as TrueLink does ~ The restrictions and spending limits are atrocious. I called and complained and they blamed it on Visa ~ excuse me.. I use Visa on several accounts and I know you are just making it up here... not a happy or professional conversation. I don't like Smug people much but apparently TrueLink loves to employ such folks for their customer service. I've complained to AlpineGold about this as well ~ I guess if you are quite old and loosing your faculties then Trust Link is a useful thing... but the only befuddlement I have at present is why Alpine Gold would offer and promote such a useless and frustrating Card for their clients.
Response from True Link FinancialFeb 5, 2026
Dear Terry,
Thank you for sharing your feedback with our team. We are truly sorry to hear that you have had a frustrating experience with the True Link Visa Card and conversation with our team. Please know that a supervisor will review the call you referenced and share any appropriate feedback with the representative you spoke with.
We can confirm that the True Link Visa Card has a $500 daily cash withdrawal limit that applies to every card and that our Support Team cannot change. If the True Link Visa Card is not a fit for this or any other reason, we would be happy to assist in closing the account so you can use an alternative option better suited to your needs.
AB
Aletheia B.
Beware that it takes a FULL WEEK for…
Beware that it takes a FULL WEEK for your money to be available on the true link card after you load the money onto it. Every single time. Horribly inconvenient.
Response from True Link FinancialDec 10, 2025
Response:
Dear Aletheia,
We can certainly appreciate that the initial funding timeline can be inconvenient. Thank you for sharing this feedback with our team.
While it’s true that for our newer customers the first several transfers can take 5 business days to become available, please know that this will not always be the case. This timeline is temporary, and is a security precaution we have in place until we’ve developed a relationship with the source bank account. After this relationship is established, the funding timeline shortens significantly, with transfers becoming available on a next-business day basis.
A senior member of our Support Team will be following up with you directly to discuss options should you decide to try True Link again in the future. Thank you again for your feedback and please don’t hesitate to reach out to our Support Team directly for any additional assistance.
SO
Someone
Beware of original envelope - check Seal & whats shown in 'sender' window
1. They sent me a VISA Card that can be Preloaded. That was visible and attention drawing in the XL envelope window.
It's not everyday that someone sticks sonething in the mail that specifically draws your eye with specialty font:
'Get your "prepaid VISA" right here!!'
It came in a semi-damaged envelope. Damage Looked too small to be able to extract the contents, but I tried anyways, and could extract with zero further damage.
So, It seemed entirely reasonable to ask for expedited & free replacement. They didn't try to charge for the non-activated card but their response was less than expected.
The replacement came with the envelope inside another special fast package which was safe & good. I do not have any idea if thats standard or special for my case. I suspect std due to the lack of additional wording, other than that I would switch to the slow & free mailing, Then, probably because it was already in the que or made, they waived the remainder.
ABOVE ALL ELSE - THE ENVELOPE SHOULD NOT ADVERTISE PREPAID CARD INSIDE.
The customer service was definitely not the worst, the human was fine for customer service who answers emails because its a minimum wage job, I expect it's the lack of training on 'how to spot an exception'/'urgent'. But that also left the company interaction substandard - both in lavk of urgency, and, in response to my question on if they would expedite the replacement for free, they initiated a process they were going to charge me for without first obtaining permission (ridiculous).
"I also want to confirm that I've shared your feedback with a supervisor on our Product Development team. Hearing this kind of information is very helpful, as it helps our team prioritize product improvement requests.
With this being said, while we are unable to waive the full expedited fee, as a one time courtesy we have reordered the card, expedited and waived half ($15) of the fee.
We'll place that new card order today. Your card order will arrive in 3-4 business days at the following address:
######
The tracking number will be available on the Account tab of the cardholder's dashboard as soon as our card printer has completed and shipped the order.
The $15.00 cost of expedited shipping will be charged to the card balance."
---
The replacement is fine.
The card works.
I am not impressed by the short-sightedness not being caught before me, the number of people who may have a compromised card, cause mail is usually safe. but its part of a limited program where there is one & only one option. and worse it is for a number of groups of people, but the red flag is it includes vulnerable people whom -compared to average- are more likely to open the envelope and think 'it's probably okay'.
An aside:
(Its odd its True Link Financial who I dealt with and is stamped on the vack of the card, but it also has something about issued by Sunrise Banks N.A.) But all my dealings interactions were directly through True Link, and I clicked through the review link. (I think my first non-spontaneous review!)
** They did prompt the review. It was through a new email address and inwent straight to trustpilot Before finding the email.
Response from True Link FinancialNov 25, 2025
Thank you for sharing your feedback with our team. We are asking our card printing vendor to review their production footage to investigate your report.
We are happy to be able to confirm that the $30.00 expedited card fee for your replacement card was covered by True Link and not charged to you. We have also followed up with the team member you corresponded with via email, as we agree that they should not have ordered a replacement card before first confirming with you the shipping fee. They asked that we extend their apologies to you as well.
Finally, we can confirm that Sunrise Banks is our banking partner who we work with to issue our cards. If you have any follow-up questions or requests, please don’t hesitate to reach out to our Support Team. We are always happy to help!
KF
Kathy F.
Way to long to transfer money when it’s…
Way to long to transfer money when it’s removed from my account the same day! Requested transfer on August 28 and money was available today.
Also because it’s caregivers using card it would be nice if an alert could be sent when cash hits a certain amount so i know to add to account
Response from True Link FinancialSep 11, 2025
Dear Kathy,
Thank you for sharing your feedback with our team! First, I am happy to share that while your first several transfers were subject to the five-business day transfer timeline that we have in place for newer customers, moving forward, transfers scheduled to initiate on a business day will be made available the following business day.
I am also excited to share that we have two features that should assist you in making sure funds are added to the card when the balance drops below a certain amount.
You can set an alert to be notified via text message or email whenever the balance drops below a certain amount. More information about this feature can be found in our Help Center article: Customize Alerts
You can also set up a recurring transfer to initiate anytime the balance drops below a certain amount. To do so, select Transfer Funds from the online dashboard, then, under Frequency select “When the balance goes below . . . “ from the dropdown.
I hope this is helpful! If you have any questions, or additional feedback to share with our team, please don’t hesitate to reach out to our Support Team at [email protected]. You can also reach out using our live chat feature available on the website, or by calling 1-877-264-8783 Monday through Friday, from 6 a.m. - 5 p.m. PT.
WR
Wendy R.
True Link Card Use Counts As Income
The trustee for my Special Needs Trust got me a True Link Visa. Although I could not use the card for cash, rent or anything deemed maintenance, Section 8 is counting deposits to the card in 2023 as income, which raises the amount of rent I have to pay in 2025. I contacted Lutheran Social Services in Minnesota, who oversees my trust and was told that they have no documentation from TrueLink that a properly administered TrueLink card should not be counted by government programs as income. This means that use of a True Link card is costing me money. I would not recommend that anyone overseeing a trust or who is a beneficiary of a trust, get a True Link card.
Response from True Link FinancialJul 21, 2025
Dear Wendy,
Thank you for sharing this feedback with our team, and we regret to hear that you’ve had a less than positive experience.
Trustees are the ones in charge of making decisions on how to best support the beneficiary and when/how to protect benefits. The True Link products are set up as tools to support this work, and we work to design these tools in a way that best supports the challenging world of benefits eligibility.
For more information on how this is being handled in your case, we would suggest continuing the conversation with your trustee.
EK
Evelyn K.
My 85 year old aunt found a loophole in…
My 85 year old aunt found a loophole in your system. She was able to send money orders to the scammers even though I had money orders blocked. Apparently, it is up to the merchants as to how they ring up the transactions. USPS and Walmart didn't ring multiple money orders up as a money transfer. Now the money is gone.
Response from True Link FinancialMay 27, 2025
Hi Evelyn,
Thank you for sharing your experience with our team, and we sincerely regret to hear that your aunt was able to make these purchases. We understand how concerning this can be when you're trying to protect a loved one.
While our Spending Settings can block purchases at the merchant level, you are correct that we are unable to block specific items at a merchant. The Spending Settings are dependent on how the merchant categorises themselves with Visa when the transaction is completed.
For situations where it’s important to prevent a certain type of item from being purchased with a True Link Card, we recommend blocking any merchant that could potentially sell the item to the cardholder, in addition to blocking the relevant Spending Category. This way, the Spending Settings are best set up to help block unwanted transactions.
Our Customer Support Team would be happy to review your Spending Settings in further detail to ensure that your aunt is best protected from making these types of transactions in the future. If this would be helpful, please don’t hesitate to reach out to our team. We are available at 877-264-8783, Monday through Friday, between the hours of 6 am and 5 pm PT, as well as 365 days a year at [email protected]. We’re here to help however we can.
