Questions? We've Got Answers.

How do I change my address, email, and/or phone number?

I’ve got you covered! Just follow the steps below to make changes:

1. Log in to Digital Banking.
2. Open the Menu under your name in the bottom left corner.
3. Choose Settings.
4. You can now update your preferred name, email, and phone numbers by clicking on your name.

Can’t make it to a branch or complete this online? No worries! You can still send us your updated info by mail. Just make sure to include:
-Member number
-Previous address
-New address
-Effective date
-Current contact information (phone numbers and email)
-Signatures of all owners associated with the account requesting the address change

How do I change my name on my card?

Give us a call at (800) 862-1998 or stop by a location and we’ll be happy to assist you. You will need to provide us with updated information and necessary IDs to update your name.
Once your name is updated, your new card will be ordered and mailed to you. Don’t worry, you will be able to use the card you have until your new one arrives.

How do I close my IRA?

In order to assist in closing your IRA please stop by any location give us a call at (800) 862-1998 or connect to an agent now and we will be happy to assist you.

How do I close my account with TruStone?

We would hate to see you leave, but if you’d like to close your accounts, please contact us at (800) 862-1998 or by connecting with an agent.

What should I do if my card is declined while traveling?

If your card is declined, please connect with our team via chat or by calling 800-862-1998.

Reset / Update PIN

We make it easy to change or reset your PIN. You can reset your PIN at any TruStone Financial branch, or by phone at 866-985-2273.

Get PIN for VISA debit card

We make it easy to change or reset your PIN. You can reset your PIN at any TruStone Financial branch, or by phone at 866-985-2273.

Debit card charge for overseas transaction

You can use your cards internationally at any merchant that accepts Visa. There are no foreign transaction fees. There is a 1% fee, per transaction, assessed on each debit card purchase in a foreign currency that a network converts into a U.S. dollar amount. Visit TruStone.org/Disclosures to view your Membership Agreement & Account Disclosures for complete details. Or, give us a call at 800-862-1998, stop by a location or connect with an agent now to let us know where you are traveling to and your dates of travel to assist with ease of use with your card.

How long can I view my deposit history?

12-months of transaction history is available within our Online Access and Mobile Access app and 18 months of statements may be accessed within Online Access.

How long does it take a check to clear?

A deposit hold may depend on many factors. Please review the TruStone Owner’s Manual (Funds Availability Policy) at TruStone.org/Disclosures for details.

How do I change the beneficiary on an account?

Due to sensitive information needed to complete the process of adding or removing beneficiaries, please stop by any branch location, give us a call at 800-862-1998 or connect to an agent now and we will be happy to assist you.

Verify Trial Deposits

Once the account information is entered, trial deposits will be sent to the corresponding account. This can take 1-3 business days. The amounts will be small. You can verify the external account by clicking on your name at the bottom of the digital banking menu and selecting Settings > External Accounts. You will see two fields in which you can enter the trial deposit amounts.

How do I close my Certificate?

Please stop by any location, give us a call at 800-862-1998 or connect to an agent now and we will be happy to assist you. Please be advise there may be a interest penalty for early closures.

Unlock digital banking account

You will get locked out of digital banking after five unsuccessful enrollment attempts and five unsuccessful password attempts. Lockouts last for 24 hours, but you can stop at a branch or call us during that 24 hours to have your account unlocked. If you know your information, you can try again after the 24 hour lockout.

You may also give us a call at 800-862-1998, stop by a location or transfer to an agent to connect with one of our helpful team members. Learn more at TruStone.org/DigitalBanking

Balance vs Available Balance

Your total balance and available balance may vary if your account has pending deposits on hold, pending card purchases or ATM transactions that haven’t cleared the account yet. Your account balance can be obtained through digital banking, Phone Banking, 800-343-8328, ATMs or by calling us at 800-862-1998.

Why did I receive a call, text or email from Fraud Detection?

Why did I receive a call, text or email from Fraud Detection?

Existing Fraud

If you have an existing fraud claim, our disputes team will reach out to you if they need additional information on the claim. Once a decision has been made, they will communicate that with you via US mail. To check further into the status of the claim, please give us a call at 1-800-862-1998 or select transfer to an agent.

How do I pay off my vehicle and get the title?

If you have an auto loan with TruStone, we ‘ll be listed as the lienholder. Once you’ve paid off your loan, expect your title or lien release within 10-15 days. The state you live in will determine whether you receive a title or lien release. If 15 days have passed and you haven’t received it, chat with us or call us at (888) 918-7804 and we will be happy to help.

Why am I receiving this email regarding Allied Insurance?

TruStone needs updated insurance information for your vehicle loan.

How do I change my loan due date?

Changing your loan payment due date requires some additional review. Let’s connect!

Difference between loan balance and payoff amount?

Due to factors such as daily interest, your current balance might not reflect how much you actually have to pay to completely satisfy the loan.The payoff amount may also include other fees you have incurred and have not yet paid. To obtain an official loan payoff, chat with us, call us at 800-862-1998, or stop into a branch. Visit TruStone.org/Locations to find a branch nearest to you.

What is forced placed insurance?

Force-placed insurance, also known as creditor-placed, lender-placed or collateral protection insurance (CPI) is an insurance policy placed by a lender such as TruStone, bank or loan servicer on a secured loan when the owners’ own insurance is cancelled, has lapsed or is deemed insufficient and the borrower does not secure a replacement policy.

Remove the CU from the title to my vehicle?

If you have an auto loan with TruStone, we should be listed as lienholder. You can expect your title or lien to be released within 10-15 days of paying off your loan. The state that you live in will determine whether you receive a title or lien release.
If you have paid off your loan and not received your vehicle title or lien release in the mail after 15 days, please contact us at 800-862-1998 or connect with an agent via chat during business hours.

Skip A Pay

Loans that qualify for Skip-A-Payment include auto loans, recreational loans, and personal loans.

To learn more about our Skip Payment solution, give us a call at 800-862-1998, visit a branch location.

Or, connect with an agent via chat during business hours.

Payment to my loan or credit card from another financial institution

To schedule an external transfer from another financial institution, log in to your account online. In the menu, select “Transfer,” “Make a transfer” and then “Make external transfers.” You can also call at 800-862-1998, step into a branch location or mail in a payment to PO Box 1260, Minneapolis, MN 55440 for loan payments or PO Box 1259, Minneapolis, MN 55440 for credit card payments.

Drive-thru tubes for depositing coin

Need to deposit coin? Visit one of our local branches to make a deposit. Most locations include a coin counter. Please note, rolled coin is not accepted in our drive-thrus.

Do you sell or redeem U.S. Savings Bonds?

While we don’t redeem savings bonds, we understand you might still need to! Here are a few options to make it easy:

Download Form 1522 online at treasurydirect.gov.

Submit the redemption via mail to the following address:
Treasury Retail Securities Site, PO Box 214 Minneapolis, MN 55480-0214.
Still have questions? Please call Treasury Direct at (800) 553-2663.

How does TruStone manage inactive accounts?

A dormant or inactive account is an account that has not had a transaction process in the last 365 days. An account in this status may be charged a monthly service charge until it becomes active again. The account will become active again by either making a deposit or withdrawal from the account. Please see our fee schedule for additional information.

Travel

A travel notification will ensure that your funds are not blocked for unnecessary security holds when you make payments in a new geographical region. If you are planning to travel abroad, please let us know.
Give us a call at 800-862-1998, stop by a location, or connect with an agent now and we’ll note the travel details in our system. This helps us if your account is flagged for suspicious activity, which can often result in your card transactions being blocked.

Protecting your credit and debit card is vital. Whether shopping online or visiting another country, TruStone wants you to take precautions when using your cards. These resources at TruStone.org/Fraud provide important information about our card monitoring.

ACH Transactions

ACH transactions or payments come through the account using the account number and routing number. You can initiate a payment with a merchant by providing them your account number and routing number and they will be able to pull the funds from your account. You can also receive payments/deposits, such as direct deposit, with your account and routing numbers. You are able to access your account number under account details in digital banking.

Are there limits on withdrawing money from the ATM?

All TruStone Financial debit cards have a limit of $5,000.00 for point-of-sale transactions and a daily withdrawal limit of $500.00 at ATMs. We can temporarily increase the point-of-sale and ATM limit if requested. Please note, for an increase to be approved the funds must be available in your checking account. We recommend contacting us the day of the requested increase with the requested increase amount and anticipated merchant.

What is the maximum ATM withdrawal allowed?

All TruStone Financial debit cards have a limit of $5,000.00 for point-of-sale transactions and a daily withdrawal limit of $500.00 at ATMs. We can temporarily increase the point-of-sale and ATM limit if requested. Please note, for an increase to be approved the funds must be available in your checking account. We recommend contacting us the day of the requested increase with the requested increase amount and anticipated merchant. Simply chat with us to connect to one of our helpful team members.

Explain the numbers on the bottom of my check.

At the bottom of your check are three groups of numbers: your routing number, account number and check number. The TruStone Financial routing number is the first set of numbers in the lower left corner of your check (291075080).Your account number may include additional digits to distinguish checking and will be different than your member number.

How to Find Account Number.

At TruStone Financial, your member number is the unique way we identify your membership. Account numbers are used to identify the various products under your membership (e.g. checking, auto loan, etc.).

Member Number: Your member number is listed in digital banking, under settings then user profile. If you are not sure what your member number is, please contact us at (800) 862-1998, visit a branch or connect to an agent now.

Account Number: Your account number is listed in digital banking, under your account details.

TruStone Financial’s Routing Number: 291075080.

Negative balance payback time.

In order to provide specific information regarding your account please stop by any branch location, give us a call at 800-862-1998 or connect to an agent now and we will be happy to assist you.

How much cash can I receive through the drive thru.

Limits through the drive-thru may vary from branch to branch. For your security, we recommend large cash withdrawals be done in branch. Our branch hours and locations are listed here!

Time frame to receive a check order?

Once your check order is completed it takes approximately 10-14 business days for checks to Check orders may take 7-10 business days to be received from the date the order was placed.

Why can’t I call a branch directly?

Our contact center can route your call to your local branch; however, many times they are busy with members who are present in the office. The TruStone Financial Member Service team is equipped to help members like you get answers to questions, troubleshoot, and resolve any account issues you may have.

Member to member transfers

Sending funds to another member is quick and easy with our Member Transfer option. All you need is the first 3 letters of their last name (or business name), their member number, and the share number. For more information or assistance with a Member Transfer, please give us a call at 1-800-862-1998 or send us a chat and an agent will be able to assist.

Stop an ACH payment from coming out of my account

To place a stop payment on a check or electronic transaction, give us a call at [800-862-1998](Tel: 800-862-1998) to place an ACH stop payment, or stop by any location to have a stop payment requested. To place a stop payment on a check, you can also click on an account and stop payments within digital banking.

Please note, there is a service charge for this request.

External Transfers

To schedule an external transfer from another financial institution, log in to your account online. In the menu, select “Transfer,” “Make a transfer” and then “Make external transfers.”

You can also call at 800-862-1998, step into a branch location or mail in a payment to PO Box 1260, Minneapolis, MN 55440 for loan payments or PO Box 1259, Minneapolis, MN 55440 for credit card payments.

How do I update my travel information?

To submit a travel notification, connect to a live agent now or give us a call at 800-862-1998.

Do you exchange foreign currency?

Unfortunately, we don’t offer currency exchange services at this time. There are 3rd party organizations that would be happy to assist. You are able to continue using your debit/credit cards out of country if you’d prefer not to carry cash.

Check images of checks that have cleared online?

Yes! Select the appropriate account within digital banking or the TruStone application. In the transaction history, locate the check transaction you wish to view and click on the check icon image.

eStatement/Tax Forms

Enrolling in eStatements/eDocuments is easy – simply follow these steps to get started:

1. Log in to digital banking from your phone or computer
2. Select any account on your dashboard
3. Select “Statements” from the menu items
3. Accept disclosure
4. Enter your applicable contact information

Members who earned at least $10 in interest or paid at least $600 in home or business loan interest for the year will receive tax documents from the credit union.

To access your estatements or tax forms, select the account on your Dashboard and click ‘Statements’ on the left menu. Scroll down for tax forms.

Tax documents are mailed or made available online by Jan. 31 for the most recent tax year.