True Link Financial Avis 

I opened an account 5 years ago for a Trust account for my sister. We were able to customize it to meet her needs and add additional money within a few days to meet any additional expenses. It gives my sister a sense of responsibility and is a reliable and detailed copy of all purchases. I would highly recommend this system.

1. They sent me a VISA Card that can be Preloaded. That was visible and attention drawing in the XL envelope window.

It's not everyday that someone sticks sonething in the mail that specifically draws your eye with specialty font:
'Get your "prepaid VISA" right here!!'

It came in a semi-damaged envelope. Damage Looked too small to be able to extract the contents, but I tried anyways, and could extract with zero further damage.

So, It seemed entirely reasonable to ask for expedited & free replacement. They didn't try to charge for the non-activated card but their response was less than expected.
The replacement came with the envelope inside another special fast package which was safe & good. I do not have any idea if thats standard or special for my case. I suspect std due to the lack of additional wording, other than that I would switch to the slow & free mailing, Then, probably because it was already in the que or made, they waived the remainder.

ABOVE ALL ELSE - THE ENVELOPE SHOULD NOT ADVERTISE PREPAID CARD INSIDE.

The customer service was definitely not the worst, the human was fine for customer service who answers emails because its a minimum wage job, I expect it's the lack of training on 'how to spot an exception'/'urgent'. But that also left the company interaction substandard - both in lavk of urgency, and, in response to my question on if they would expedite the replacement for free, they initiated a process they were going to charge me for without first obtaining permission (ridiculous).

"I also want to confirm that I've shared your feedback with a supervisor on our Product Development team. Hearing this kind of information is very helpful, as it helps our team prioritize product improvement requests.

With this being said, while we are unable to waive the full expedited fee, as a one time courtesy we have reordered the card, expedited and waived half ($15) of the fee.

We'll place that new card order today. Your card order will arrive in 3-4 business days at the following address:

######

The tracking number will be available on the Account tab of the cardholder's dashboard as soon as our card printer has completed and shipped the order.

The $15.00 cost of expedited shipping will be charged to the card balance."

---

The replacement is fine.
The card works.
I am not impressed by the short-sightedness not being caught before me, the number of people who may have a compromised card, cause mail is usually safe. but its part of a limited program where there is one & only one option. and worse it is for a number of groups of people, but the red flag is it includes vulnerable people whom -compared to average- are more likely to open the envelope and think 'it's probably okay'.

An aside:
(Its odd its True Link Financial who I dealt with and is stamped on the vack of the card, but it also has something about issued by Sunrise Banks N.A.) But all my dealings interactions were directly through True Link, and I clicked through the review link. (I think my first non-spontaneous review!)

** They did prompt the review. It was through a new email address and inwent straight to trustpilot Before finding the email.

Angle Irvine

I have been using True Link cards for 8 years. They are the easiest way to keep track of expenses and provide independence to my clients. What's more, any time there has been any issues, True Link has responded promptly and personally and remedied the issue regardless of the fault!

As a card holder, I've had a consistently positive experience when interacting with the Truelink customer service reps. Without exception, they have been kind and encouraging while answering all of my questions and providing the specific help I've needed. My 5 stars for Truelink customer service!

Its like the are Angels from Heaven sent to take me higher

True link is a great service that helps create a safe credit/debit card system for someone with memory problems. It is easy to maneuver through the website. It is easy to create an account. It is easy to fund the account.

This service helps me serve my clients tremendously! They are always available to answer questions and explain. The company is VERY willing to assist. I am well pleased.

It was great. I have ten things I love about Truelink and one thing I don't. A refund said it posted but never reflected.

It was a little hard to setup at first but once you get that first transfer to work, it’s great to have the controls for my elderly family member with memory problems.

True Link Financial has a very poorly designed website: ugly, clunky, and confusing to navigate. It is not user-friendly at all. The spreadsheets cannot be shrunken to fit my screen. Words I wrote disappeared from my view on my screen. (I did not want another app on my phone.)
TLF charges me a lot -- $144 annually -- for a niche service that forced upon me by my bank. TLF automated-response help was worthless and failed to accept my repeated queries. it directed me to phone. So I called and waited on hold for customer service until I could no longer stand the insipid music and repeated "hints." There wss no option for a callback from this company. There was no estimate of wait time yet needed. TLF pre-recorded messages in essence directed back to my bank, a bank that is less than helpful. I have needed to run my TLF debit card as many as six timed before it was accepted for payment for gasoline. I find this humiliating in the extreme. Often legitimate expenditures have been completely rejected, leaving me to panic even when I had plenty of funds on hand. TLF has no discernable point of contact for a complaint on their website. Apparently, they assume I am satisfied. I am not.

Julien was excellent, took the time to understand what i needed and made sure everything was taken care of. highly recommend

True Link provided a lot of pertinent information about Kai through a video which convinced me to give it a try and trust True Link to help me solve my legal issue with CalAble. However, that did not change the behavior of CalAble. They did not respond to me even though True Link provided me with their direct email contact.

I love everything about it..except the monthly fee.

Way to long to transfer money when it’s removed from my account the same day! Requested transfer on August 28 and money was available today.
Also because it’s caregivers using card it would be nice if an alert could be sent when cash hits a certain amount so i know to add to account

Works as promised, but cost is too high for what it is.

Customer service and response time is fantastic

Excellent customer service, functional, easy-to-use product.

It relieves the manager of a special needs trust from worries. It is easy to set how much money is allocated each month , but also allows for occasional extra money to be permitted on an as needed basis basis. This system meets the criteria of what the government expects so that the recipient can spend the money in their TruLink account without worrying about adverse effects to their government assistance.