TruWest Credit UnionReviews of truwest.org

After nearly ten years with TruWest, I cannot recommend them based on how they handled my disability-related complaint. On September 9, 2026, I disclosed my PTSD during a customer-service call and requested an accommodation and transfer to another person. I experienced the representative’s conduct as mocking and deliberately provocative after I explained that the interaction was triggering my symptoms. The employee gave ID 22390. I have a recording. I reported this to TruWest’s Chief Legal Officer. Her response offered replacement-card options and said my allegations would be reviewed internally, but characterized my experience as “dissatisfaction or inconvenience.” I consider that wording deeply dismissive of the serious harm I reported. As of September 10, I have received no confirmation that anyone has reviewed the complete recording, no investigation findings, and no confirmation that the evidence has been preserved. I have filed complaints with NCUA, Arizona DIFI, CFPB, and BBB. CFPB complaint: 260909-38182144. I want my replacement card, the disputed $68.19 and resulting fees resolved, and a substantive investigation into the treatment I reported.

I needed money orders for rent and security deposit. When I tried to pay for them, the transactions showed 'not approved.' I tried again—same result. I called TruWest and explained my situation. The CSR said there was a daily debit card transaction limit on all accounts. When I asked if it could be temporarily raised, they said they needed to consult another department. After a brief hold, the CSR claimed the limit was imposed by Visa and could not be increased. I told the CSR I had been with MECU-West/TruWest for 34 years, and because they couldn't help, they were losing me as a customer. After the call, I checked Visa's website. Their posted rules mention no debit card transaction limits imposed by Visa on any financial institution. A TruWest manager later called. I explained the CSR had lied—Visa did not set the limit; TruWest did. The manager agreed but said the limit was set with Visa to protect against fraud. They claimed they saw no declined transactions in my account and requested the call audio to review what was said. I switched to Navy Federal CU, which offers a $5,000 daily transaction limit and issued me a debit card at a local branch the day after I opened the account online. I am done with TruWest. Transferring my money is my only remaining challenge. I cannot and will not recommend TruWest to anyone. Find a better credit union.

worst local customer service in Tempe AZ, and Scottsdale call personnel. In August of 2025, Feb and Mar of 2026. How does this establisment become a "Federal Credit Union". Have had a long standing excellent account with this place. Unbelievable the treatment by local AZ phone personnel. not the ones overseas.

50 year member of TW (formerly Motorola Employees CU). I have transferred 95% of my $ to another CU. Customer service is mostly useless. They have dropped the ball on me too many times to count. Several times I have had to tell the rep how to do their job. I could write a book but will spare you the ugly details.