Truwest credit union mobile deposit funds availability

Banking with TruWest Credit Union is anything but convenient. My auto loan is financed through them and before I opened a checking account with TruWest, transferring money into my account to pay my monthly bill was such a hassle. The mobile app doesn’t allow for transfers from outside institutions, and many times the website wouldn’t work for this either. I ended up opening a checking account with them for the ease of paying my bill, but it’s been anything but easy.

I signed up to earn the 3% monthly interest rate with their high yield checking. I wasn’t able to sign up for eStatements at the time I signed up for the account (a condition of earning 3%) and the online banking platform wasn’t allowing me to do it either. It took me 3 months and 2 calls into customer service to start seeing my benefits because I was having issues enrolling in eStatements.

The closest branch is an hour and 15 minutes away and I had to drive to the branch to deposit a large check to cover closing costs on my house. The teller informed me my funds would be available within 48-72 business hours. 5 business days later, the funds weren’t available and I couldn’t wire the money in time for closing. I called customer service and was told it could take up to a week for the funds to clear and the only way to clear them sooner was to physically go into a branch. I had to take the morning off work to drive back to the branch and have the funds cleared so I could get a cashiers check.

The most recent and most inconvenient issue has been having my debit card canceled while traveling. I used my debit card every day of my trip (in 5 different states) and it was apparently canceled on the 5th day, unbeknownst to me. I called when I returned home because I couldn’t use my debit card locally, and was informed it was cancelled due to fraudulent charges. I was also informed that they attempted to contact me 3 times and left a voicemail before cancelling the card. I was NEVER contacted and I have ZERO voicemails from anyone at TruWest or Visa attempting to confirm the “suspicious” charges. I am in the process of moving out of state and was informed I would need to order a new card which could take 7-10 business days to arrive. I asked to update my new address to make sure I received the card and was informed that I can’t do that over the phone for safety reasons. I had just provided my SSN, address, email address, and other information pertaining to my account over the phone to confirm my identity, but this has to be done through my online account, and then I can call back and request a new card be sent to my new address. I will not have access to my funds until I get a new debit card. The second my car is paid off I’ll be closing my account and never looking back.

There doesn’t seem to be any consistency with the branches, online banking, and customer service and it’s never clear which venue to sell out for help. The chino on my debit card is always malfunctioning and their way of handling insufficient funds varies from store to store. I’d rather have the entire purchase declined rather than taking out the remaining amount and leaving me a balance to pay, but I never know which will occur. The second I’m able to transfer my auto loan to another institution, I’ll be closing all of my accounts and never looking back!!

TruWest replaces non-NCR ATM fleet with NCR SelfServ ATMs with Scalable Deposit Module 

DULUTH, Georgia – TruWest Credit Union, which serves 60,000 members in Phoenix and Austin, Tex., is bringing the latest ATM technology from NCR Corporation (NYSE: NCR) to its members in order to make ATM cash and check deposits faster and easier. TruWest will replace its entire fleet with NCR SelfServ 32, 34 and 38 models, totaling 30 new ATMs to replace the existing non-NCR machines.

All new NCR SelfServ ATMs will include NCR’s Scalable Deposit Module (SDM) technology, the only technology on the market that allows consumers to deposit both cash and checks simultaneously in any orientation through a single slot, making the consumer deposit experience twice as fast as other ATMs. (Watch a demo on SDM via YouTube.) The new ATMs will be become available to members later this year.

TruWest also will incorporate NCR 2STTM two-sided printing technology in its ATMs. 2ST improves the efficiency of the printing process by allowing simultaneous printing on both the front and back side of a receipt or other media. By using less paper, it also helps reduce environmental impact while optimizing productivity and lowering costs.

“At TruWest, we always want to exceed the expectations of our members. We are convinced that NCR’s ATM solution creates a better member experience – from the speed of its SDM hardware to the graphical on-screen experience of its software,” said Tom Gessel, CTO, TruWest Credit Union. “Our mission is to provide our members with the leading edge of financial products and services, and technology plays a critical role in delivering that interaction with our members. That’s why we’re excited about our members’ reaction to the speed and ease of use of our new NCR SelfServ ATMs.”

With SDM, a typical consumer transaction of five bank notes and two checks can take less than 60 seconds to deposit. SDM improves the experience for small and medium businesses, such as doctors and small business owners, who on average deposit between 12-20 checks and/or 25-30 notes per transaction. Through SDM technology, customers who make multiple deposits benefit from a quick and reliable transaction outside the branch. 

“We know that credit unions have a unique responsibility with their members to deliver superior products and services. This is a priority for TruWest, which makes NCR SelfServ ATMs with SDM an ideal solution,” said Michael O’Laughlin, senior vice president, NCR Financial Services. “NCR SelfServ ATMs bring the best of our self-service technology to credit union members. And we’ve simplified our ATM transaction experience so that TruWest’s members can complete their transactions faster and get on with the rest of their day.”

NCR SelfServ ATMs have been designed to deliver the highest levels of availability, which is critical to customer satisfaction. Unique features, such as self-healing technology that allows the ATM to recover automatically without the need for human intervention, dual-roll receipt printers that ensure the ATM need never run out of paper and graphical operator panels that allow the bank employees to quickly and effectively perform routine maintenance tasks, all ensure NCR SelfServ ATMs are “in service” when consumers want them.

For more information on TruWest Credit Union, visit www.truwest.org.

About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia.

NCR is a trademark of NCR Corporation in the United States and other countries.

News Media Contact

Jeff Dudash
NCR Corporation
919.435.6976

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