ComplaintsforTruStage

Insurance Services Office

Multi Location Business

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Initial Complaint
11/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have requested a cancellation and am receiving the run around. I told I was sent the wrong forms. They seem to be delaying the process on purpose.
Business response
11/20/2024
Please see company response.
Customer response
11/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *********
Initial Complaint
11/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In September 2024 I submitted a offer of term life to tru stage life insurance I never received and information nor a policy from this company next thing I know am being billed without any policy, no customer welcome package zero information about my request for coverage or even acceptance yet they billed me for coverage I have no knowledge of I found the number to customer service and they said they sent me a package which was returned to them but they had my email address and phone and never reached out to me but yet the did not miss my bank debit card number I included with my application to bill me twice! I feel this is unlawful
Business response
11/11/2024
Please see the attached company response.
Customer response
11/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Evengail ******
Initial Complaint
10/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have requesting then demanding that they stop sending me offers. I have sent multiple emails and they seem to just keep send more offers. I literally have been asking for this to end for over a decade. I have even complained to my credit union, who seem to be their source for my information, and they are denying any involvement. I recent email from Trustorage via my credit union has proven they are in fact supplying my information. All I've ever asked is to stop sending, apparently they won't take no for a answer.
Business response
10/28/2024
Please see the attached response.
Customer response
10/29/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]they refer to my old email I don't use anymore. I've changed my email and did not provide them a new one ,but somehow they got it. I'm guessing my credit union gave it to them without my knowledge. They emailed my newer email on Oct 16 and 27th. The email from the 16th I replied saying I'm demanding they stop. I responded to the email on the 27th saying I have previously demanded they stop. And I received a mailer from them on the 25th of October. I'd also point out that the mailers have never stopped and are my biggest complaint.
Let me be absolutely clear
No email from any address associated with me.
No phone calls
No mail
To text
No messenger
No telegraphs
No telegrams
No smoke signals
Did I forget anything?
Stop contacting me in all shapes forms and fashions.
In addition I'm going to be closing my account with the earthmovers credit union because they clearly have enabled your behavior.

Regards,

*********** *****
Business response
11/05/2024
Please see the attached response.
Initial Complaint
10/01/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Mom had a policy with this company, they have been notified of her passing for 45 days. When I contact them as to the delay, they abuse me they continue to investigate and await multiple requests from hospital and specific doctor. Seeking records going back five prior to her obtaining the policy. When i contact the hospital administration, they advise me that the insurance compliancy simply needs to apply for said records from the records department. Then I being next of kin would receive a release giving permission for hospital to release the records. Not only has no such request not been made to the hospitals medical records department, but the doctor Trust age wants to mention. She's the internist who signed off on the death certificate. Wholly unacceptable and unprofessional!
Business response
10/09/2024
Please see the attached response.
Customer response
10/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I spoke to the manager ****** and she confirmed that they would resolve the matter and proceed with a full payout of the said policy, in the amount of $4200 roughly since I confirmed I had already paid the funeral home in full. However; the following week I get a voicemail from ******. She spoke to the funeral home and verified the amount I paid was a little over $2000 dollars therefore it wouldn't appear I paid in full so wouldn't recieve the full benefit. I returned her call and left voicemail indicating my Mom had the policy for four months shy of two years therefore ****** didn't take into account the monthly premium which was paid. Therefore; the amount I paid was the only remaining amount owed for my Moms funeral arrangements. Over half the policy had already been paid, but none of that was taken into account. I've have proceeded to call ****** three times and received no call return call. I then come home from work to receive a check via ***** in the amount of $2156.89 paid to the estate of ****** ****** c/o ******* ******. Which was not verified with me in advance, my Mom didn't have anything in her name therefore there was no need for an estate. Yet again the issue remains unresolved, I'm told one thing and then they do something completely different. Seems to be standard protocol.
Regards,

******* ******
Business response
10/22/2024
Please see the attached response.
Initial Complaint
09/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I keep on getting this notice for myself and my husband about TruStage. It states we are their customers. We have no idea what they are talking about. I called them and after being transferred many times to someone else, they said they had not accounts with my name and to just disregard the notice. What is this all about?Thanks for your help
Business response
09/13/2024
Please see the attached response.
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In late July of this year, I filed a claim on an insurance policy I have on two loans through ************************************ The policies I have are through Trustage. The policy is a hospital benefit and they actually approved me for the one loan but keep saying under review for the other loan. Theyre extremely vague in their answers when I call them.
Business response
08/20/2024
Please see the attached response.
Initial Complaint
08/11/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife and I got involved with a financial advisor here in ******************************** and were talked into investing our life savings with the credit union in the stock market and some annuities. The market has went up since we got involved yet our money just keeps going lower. We were told at the time he was putting us in the same thing he would put his mother in, must not think much of his mother. We trusted him and went with a 5 year deal. We have lost over ****** dollars thus for and an sure we will loose more. The 5 year deal ended up being 6 years. We will have another 3 years of losses. We were never told we could take out 10 % a year till the 3rd year and when we did so we were hit by a adjusted market value which was another 10 % discount $2773.47. This is the worst decision we have ever made in our entire life. We want to warn others to stay away from any financial advisors. The only one that will win is them. We were told we would receive 3 to 5% return. We tried to work it out with the investment company and they kinda said if it breaks we get both pieces.
Business response
08/12/2024
****,
Thanks for reaching out. As this matter involves an outside investment company, we encourage you to reach out to the investment company directly.
Thank you,
Goldenwest Credit Union
Customer response
08/12/2024

Complaint: 22124916

I am rejecting this response because: I did my business with an employee of the ************ in there building His name was ******************* which is no longer employed there. Ultimately the responsibility falls back on the employer, doesn't it.... The transaction was done on 8/11/2021 3 years ago. I'm sure the whole deal was put together in there favor.

Sincerely,

*********************
Business response
08/21/2024
Our previous response stands. As this matter involves an outside investment company, we encourage you to reach out directly to the investment company.
Thank you,
Goldenwest ************
Business response
09/04/2024
Please see the attached response.
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
These people gladly took my money for an insurance. When I needed the insurance most, they denied my claim for arbitrary reasons. They claim I had a preexisting condition, although the condition that put me off work was not related to the previous issues I was having.
Business response
08/13/2024
Please see the attached response.
Initial Complaint
07/31/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Tru stage was charging me for 2 separate policies. They send you similar forms to make you think you are updating your current policy only to be stealing from consumers
Business response
08/08/2024
Please see the attached response.
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company provides fidelity bond coverage to credit unions. In relation to this, any credit union who obtains this coverage from Trustage must search an employee's ********** on their site and determine if that employee is bondable. In accordance with NCUA regulations, employees must be bondable. On June 28, 2024, I was informed that according to Trustage I am not bondable based on ACT 1st ******************** (previous employer) submitting a claim for significant losses associated with activities performed in relation to the results of a bank secrecy act audit. Despite a dispute which included my only available documentation, a separation agreement with a mutual non-disparagement clause and the claim that this submitted information is false, Trustage refused to reverse the negative determination citing that I did not provide adequate proof. While there is proof, as a former employee who resigned amicably, I no longer have access to any of the information proving the following: 1. I was not the Compliance Officer responsible for said activity 2. The Compliance Officer reported to the *** at the time 3. The Compliance Officer resigned abruptly after the audit/examination and without notice 4. I was attempting to recruit a Compliance Officer while trying to resolve the issues within the required timeframe 5. I had spoken with the NCUA examiner & determined a more feasible timeline. Because of the "not bondable" determination, I was terminated from my new job. My first date of employment was 06/05/2024. I was unaware of this situation with Trustage and had no knowledge of any reason to be concerned about an issue with bondability.
Business response
08/09/2024
Please see attached response.

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