Truwest Credit Union

Friendly service, fast service. Can’t complain. Standard credit union services offered. Every staff member greets you upon entering.

I’ve had multiple issues accessing my money and the call center has never been helpful. I do not advise opening an account with this bank because if a problem ever arises they do not have a solid system for resolving the issues.

TruWest is a very good small credit union. Their rates are fair and their service is also, very friendly and willing to find out quickly if they dont know the answers. On line banking works well, no complaints!

Started off with this credit union only because spouse worked for Motorola back in 1998 when they were Motorola Employees Credit Union. I am so frustrated with them right now that I’m considering moving my money and business to our other credit union. Their website (online banking) is a pain; they lock you out if you don’t log in every 30 – 60 days and then you have to go through the motions of sitting on hold, answering a ridiculous number of security questions just to get them to answer the most basic banking questions only to find out that the person you have on the line cannot help you — you have to be transferred to another department or location and repeat the process all over again! Or worse, you get stuck in a vicious circle and end up back at the 1^st number you called in the first place!
How much security am I receiving by repeatedly giving my name, full address, and date of birth? Heck, just about anyone can get that from a quick internet search — why not a single telephone password (like I use for my home security monitoring) and one special security question that most people won’t find the answer to on the internet.
They’ve changed their VISA processing several times in the past couple years and the most recent change resulted in them shorting us 20,000 VISA rewards points. I am on my 2^nd day (and waiting for them to return my call as I type this) of trying to get someone on the phone who can clear this up and remove an old, old work phone number that is still showing up on their website, which I should be able to change/​remove on my own while logged into their site but they don’t give you that option under «update contact information»!!
The VISA statement states on the bottom «for TruRewards program questions, call (888) 995−1271» — I called that number twice and the message states «If you have questions about your credit card accounts call 1−888−995−1271» (YES, THE VERY SAME NUMBER I JUST DIALED!!) and the only menu options are:
Press 1 to redeem points for airline travel
Press 2 for all other redemptions
If you do not make a selection, the system disconnects the line.
THAT’S IT… NO OPTION FOR A CUSTOMER SERVICE REPRESENTATIVE! How in the world can they answer my questions if they don’t offer that as a menu item???
Someone at Truwest Credit Union should take the initiative to do quality assurance/​control on their services to make sure things are operating smoothly before putting them live online or in print.

I’ve used TruWest since I moved to Austin in 2008 after defecting from WaMu. If you never have any issues and just use basic checking/​savings with them, then they’re fine. If you want fraud protection or have to deal with fraud in any way, I would avoid them.
My wife had her card information pulled from Walmart’s databases two years ago. It was like pulling teeth to get TruWest to help us. They use a third party company for fraud protection, so you not only have to deal with the bank but also another company to start the process of getting a temporary credit. And the entire time, they treat you like you’re being dishonest which emotionally compounds the situation of losing your money. Eventually, about a week after contacting TruWest and the third party company, she got her temporary credit for the lost funds.
We just had the same thing happen due to a compromised merchant vendor’s database used by a local business. My wife went into the TruWest branch closest to us to get help on dealing with this situation. Without making this even longer than it already is, there was a severe failure of customer service. I understand that people don’t like their jobs or want to really help people out sometimes. Just keep it to yourself. I do.
Like I said, if you only ever have to deal with the drive-​up tellers or tellers inside the bank then it’s an okay bank. They even gave me a pen one time that ended up being my favorite pen. But customer service fails beyond that point and it’s unfortunate because they have the opportunity to be a great bank.

I’ve used TruWest since 2002 (it was still Motorola Employees Credit Union in the early 2000s). They have great service and are very helpful. They’ll often waive fees. They’re part of the credit union co-​op, which means they have way more ATMs than you’d think (they claim more than Chase and Wells Fargo combined). Their online banking is decent. You can tell they are always trying to do more and better things for their customers, like custom checking accounts and extra online banking tools. I plan to stay with them for the foreseeable future.