Complaints

This profile includes complaints for InTouch Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  InTouch Credit Union

  5640 Democracy Dr Plano, TX 75024-3514

• 

  InTouch Credit Union

  PO Box 25169 Plano, TX 75025

• 

  InTouch Credit Union

  9151 Warren Pkwy Frisco, TX 75035-6074

• 

  InTouch Credit Union

  6375 Eldorado Pkwy McKinney, TX 75070-5627

• 

  InTouch Credit Union

  1010 W Exchange Pkwy STE 2170 Allen, TX 75013-7114

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In accordance with the Fair Credit Reporting Act, InTouch Credit Union account **********, has violated my rights. 15 U.S.C 1681 states that companies must report accurate information. The due date for payment on the account is the 7th of every month. A 30 day late for December 2024 has been reported and we are not even 30 days from December 7, 2024, with today being only January 2, 2025. InTouch has provided statements that show inaccurate due dates, and monthly payment amounts due different from the sales contract. In addition, a review of statements and transactions show a consistent history of payments that are not 30 days late.

  Business Response

  Date: 02/05/2025

  A detailed response of the member's complaint was sent to our regulator will a full explanation and examples of InTouch Credit Union's accurate reporting of the loan in question. In summary, the complainant is incorrect about the payments that were made AND their associated due dates. Since this reply contains confidential information, the response will come directly from InTouch's regulator. However, if the complainant would like to receive a secure, encrypted email containing all the information, please contact the credit union directly at ************* An encrypted response will be provided.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am applying for a used car loan on 12/23/2024 from InTouch credit union. In the documents to finalize the loan they have a consent to contact section in which I am forced to consent if I want to get the loan. I have attached a screenshot of the section. Doesn't seem like consent if I can't get the product without consenting. There is an option to withdraw consent after the fact but it doesn't seem right to be forced to give consent and then have to go through the process to remove it

  Business Response

  Date: 12/26/2024

  This section of the loan agreement referenced can be confusing because it carries a dual purpose. The first part acknowledges that InTouch Credit Union has the right to contact the loan recipient to service and collect on the loan and any monies due on the loan (i.e., it would make sense that we couldn't contact a consumer after we made them a loan). Notice the listed text under the signature box, "By executing this Application, you agree we and/or our third-party providers, including debt collectors, may contact you by telephone or text message at any telephone number associated with your account, including wireless telephone numbers (i.e., cell phone numbers) which could result in charges to you, in order to service your account or collect any amounts owed to us, excluding any contacts for advertising and telemarketing purposes as prescribed by law." The complainant is correct that this is a condition of the loan (i.e., we do not make loans without retaining the ability to contact the loan recipient for payment) and this consent cannot be removed. 

  The second part consents to sending/receiving marketing and advertising messages regarding loans and other services from InTouch Credit Union (either directly from InTouch CU or through one of our marketing partners). This consent can be removed at any time (and is not a condition of whether or not a loan is granted); however, most loan recipients desire to be informed about future loan discounts and promotions that could save them money. To save time and money (as well as legal expenses), the consents are included in the same document. As a result, it is less expensive and cumbersome for the Credit Union to include both consents in the same disclosure rather than to go through the legal process of creating two separate consent disclosures for loan documents that are legal in all 50 states (i.e., the current form complies with all individual state legal lending standards in the US - separate disclosures makes that substantially more complicated - which is why it is disclosed you can opt out of "the marketing" but not loan servicing AFTER the loan is granted).

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Intouch currently has no option to close your account online. They ************************ force you to visit a branch with id in order to close an account. Even though logging into the website requires username, password and multi factor device. Attempting to close your account over the phone usually fails if you don't get your security questions correct the first time. They also will refuse to close the account via their chat service. My belief is that they do this thinking that most people will not or can not visit the branch and instead leave their accounts open which then benefits Intouch at the expense of the account holder. I wish to see a account a closure option added to the website.

  Business Response

  Date: 11/14/2024

  Every financial institution is required to verify a member/customer's identity to ensure they possess the authority to close any account online. Without that process, fraud would become rampant. The complainant submitted a chat request to close the account this morning and was directed to call the ************** to assist with his request and verify his identity. During the phone call with the InTouch CU agent, the member incorrectly answered ALL phone verification questions and was informed he would need to go to branch to close the account. He tried again to answer a different set of verification questions. He answered one correctly, but the others contained errors. As a result, he was directed to go to a branch (i.e., the closest to his location was approximately 5 miles away). The complainant then submitted an online request through digital banking to close the account without having to go into the branch. The InTouch ************************ responded that he could submit a written request and copy of ID and upload back through digital banking or contact the contact center. Upon receiving the complaint, a contact center VP reached out to the member, explained our verification process, and offered to assist. During the conversation, the complainant was pleasant, understood our reasoning and stated he would be sending in the signed request and ID via the message center in digital banking. Once received and verified, the account was closed as directed. InTouch CU is in the process of upgrading our online account process to accommodate more digital requests, but authorization verification will remain a "key" part of the process.
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit card was compromised and was used with ***************** on 02/15/2024 in the amount of 1299. When I noticed the transaction I contacted my bank as well as Frontier to advise of the inaccuracy. I opened a request online and said something to the effect of (this charge was not supposed to be made) or something like that. I then called my bank and advised my card is not in my possession and I did not authorize this transaction. I have been disputing this charge since Feb and I am being told that since I did not originally open this request as fraud it can not be worked as fraud. I do not work for the bank and I can not be held responsible how their **** handle these type of request. I can say that I have told IN Touch multiple times I did not make this transaction and in June 2024 is when I was finally sent a new card. I have been mishandled and not treated like a valuable customer at all. I want to advise that on multiple occicaions I asked for a call back and have only been contacted back twice. My account number ends in 0964 and my last interaction with the bank I was advised to submit a request to the BBB to have this issue resolved. I want to make mention that my account is still open and I am still a customer of in touch *********************************************. How I have been treated and how this has played out has been a disgrace to the company. I am shown time after time this company does not value me as a customer and if my card is compromised again they will do nothing to help me but make me responsible of the charge. THAT IS NOT RIGHT .I was also informed I need to submit a police report, I tried going to my police station and obtaining a report but I was advised by the police station I need to file a *** report which I have attached below

• Initial Complaint

  Date:08/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8-1.24 a called was placed to stop 2 checks from being cashed;was told that the transaction already started however the advise was to transfer the funds to my other acct.,so that way the items wont cleared.Proceeded to transfer and neither one of my other accounts will allow me to transfer the money, so a 2nd call was placed, a lady named ***** ******* took the call and I explained the situation,what the intention was but I couldnt do it myself because the accounts were locked for some reason,she said.I asked for her to do the transfer internally and she proceeded to do the transaction,for me,to the savings because she couldnt unlock the main personal account to transfer the funds.After done I told her to make sure that NO MONEY WAS GOING TO BE Withdrawn AT ALL, because I needed those checks not to be paid,and she proceeded to assure me that nothing was linked between both accounts in order for that to happened,but upon checking my account I noticed that funds pulled, for a fee, were transferring money to my checking,I said, her response:Nothing was in place to do this and that she will open and investigation to find out why I did have it and now I dont ( she never called back on this) .Next day went to find out that both items were cleared, called and after,went to the bank to find out that in fact it was an overdrawn protection to transfer funds and told by ******* ******** that CS didnt do her due diligence because it was in the system,and this was definitely a bank error so she would need to escalate the issue,which she did.I received a supervisors call and she said that checks were given with intention and fraud was not committed so I responded,that she couldnt question my actions because if I would have paid the $35 fee to stop them(when possible)the outcome would it be different,her response:is not a bank error however,it is a CS error so I saiddoesnt that makes the bank responsible then?.PS:All conversations available in recording by the bank.

  Business Response

  Date: 11/08/2024

  In reviewing the complaint, the member was correctly informed during the initial phone call that stop payments could not be placed on the checks as they had already been presented for payment. The member then inquired whether transferring funds from her business checking account to her business savings account and canceling the overdraft protection would cause the checks to return for insufficient funds. The InTouch CU agent confirmed this would be the case, and the call ended. Subsequently, the member made a second phone call and spoke with another agent who assisted with the transfer but provided the complainant with incorrect information regarding the status of overdraft protection on her accounts. The agent incorrectly informed the complainant that there was no overdraft protection on the savings account and that it must have been canceled previously. The member disputed this information stating she had not initiated any cancellation, and the agent promised to escalate the issue with leadership and follow up. The agent contacted leadership and leadership responded indicating that overdraft protection was indeed set up on the savings account. Leadership also noted the member would need to complete further steps to cancel the protection and instructed the agent to contact the member. The agent failed to do so. The following day, the checks were paid due to the overdraft protection. The member then reached out to another agent and visited a branch seeking clarification on the misinformation provided. A supervisor contacted the member, explaining that since the checks were written from the account, they had to be paid, which further upset the member as her original request had not been fulfilled. However, the supervisor failed to inform the member of ****'s failure to follow up to ensure the overdraft would not cover the checks so they could be returned for insufficient funds. After receiving the escalated complaint, an InTouch CU SVP investigated the situation and discovered our error. As a result, on 8/06/2024, the member was contacted to let her know of our decision to refund the requested funds for the error. The funds were deposited to her account end of business 8/06/2024. This action met with the member's satisfaction.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have blocked me from seeing my account. But they took my monthly payment on the 7th with auto pay. 2 days later they drained my account that was my utility money. And put it on my truck loan. I went in and complained they said it is going to take weeks to fix because of interest adjustments. Now the money has been takin out of my loan and disappeared. They have even lost the ****** to my truck. When I return the calls. They slam the phone in my ear. What else do I have to do to get my money back. I never thought a bank could steal your money. That is a rough estimate I cant view my account any more

  Business Response

  Date: 01/23/2024

  The challenges faced by the complainant stems from a lapse in attentiveness to our communications to fulfill an existing contractual loan agreement. The complainant failed to reply to numerous letters and communications, including certified signature-required communication letters accepted and signed by the complainant in August and December of 2023, which required the complainant to assist the Credit Union in obtaining the ************ of ******** needed to complete the processing of the loan's title specifically designating the Credit Union as the lien holder as agreed to in the loan contract. All the subsequent actions taken by the Credit Union were in complete compliance with the terms and conditions as outlined in the loan contract when the borrower (i.e., complainant) failed to keep certain promises made and stipulated in the loan contract. The "good news" is that the complainant is no longer in a "legal default status" according to the conditions of the loan contract. The complainant connected with the Credit Union and assisted us in securing our interest in the loan's collateral, which allowed the Credit Union to reverse all the penalties and fees associated with the actions taken to protect our security interests. The complainant once again has access to all her online banking systems at the Credit Union, and we appreciate her assistance in helping us resolve this matter without the Credit Union experiencing any additional security liabilities.

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have placed false information on my credit report After viewing my credit report I see inaccuracies between all reporting accounts Account ********** for all reporting companies Credit furnishers are supose to live up to standard laws and practices And the violated my rights by sharing my information without my written concent

  Business Response

  Date: 12/22/2023

  InTouch Credit Union has investigated and responded to each complaint in accordance with applicable requirements. In total weve received 3 credit disputes from this consumer on 1/12/23, 4/21/23 and 12/19/23. We confirmed the accuracy of InTouch Credit Union's payment reporting history with each credit bureau agency against the account records of the complainant. The most recent complaint (in December 2023) included an incorrect assertion pertaining to COVID loan payment protection services. InTouch Credit Union once again has validated that we are reporting this information accurately to the credit bureau agencies according to regulations and our contractual agreements.
  

  Customer Answer

  Date: 12/22/2023

  They are trying to confuse the issue here the issue is that they  lied  and misleading and have repeatedly  broke laws I have about 20 screen  shots that prove that the keep changing accounts  and statuses to keep not the validation of account  not to mention commit insurance  fraud  and reporting dis information  to my 3 credit  reports that are reporting 3 different items and I have reported them to the ftc to insure accuracy I just have not responded  to  them you all are my next to last effort before lawyer for suit and activating the ftc report  now they have violated my right multiple  times as they have admitted  the dates of me reporting  them  and they have received multiple  letters and calls from me demanding  validation witch they ignored but yet they continue  to report and change  my accout and account numbers as I am maintaining a meticulous record  since they committed  insurance  fraud here are the rights they have violated of mine based on the *********************** ****** act they have reported inaccuracies  repeatedly  I have told them also nit to have this done by AI &funish me name and person's that have verified the information  and thier work contact number concerning  the review of information  the law in that act states that all reporting has to be accurate if not it must be deleted  and also they violated my rights by reporting false information  to my credit report witch I will show screen shot of false information and that clearly violated terms of contract of reporting and gave me the rights to privacy thier for account must be deleted  as they did not have the right to report that without the written expressed  permission to do so as they used that false address to send off the letter, to the address  *************** 138 when I lived at ************* 138 and when I notified them about it they just deleted  the address  when by law they were to delete  the about the rights violated ...15  U.S.C. 1681C i have also notified of a cease and desist witch they have violated repeatedly by making calls to me after i sent them a letter also they are breaking fedral law currently  under irs code by claiming  a charge off to the irs for write off and not sending me a 1099-c  thebonly resolution i want is the deleation off credit  reports if the don't i will seak legal council to get so along with maximum  of 1k per violation 

  Customer Answer

  Date: 12/22/2023

  More to come

  Customer Answer

  Date: 12/22/2023

  Only resolution I will accept  is complete  deletion off all my credit reports

  Customer Answer

  Date: 12/26/2023

  I am rejecting this response because:   

  They are trying to confuse the issue here the issue is that they  lied  and misleading and have repeatedly  broke laws I have about 20 screen  shots that prove that the keep changing accounts  and statuses to keep not the validation of account  not to mention commit insurance  fraud  and reporting dis information  to my 3 credit  reports that are reporting 3 different items and I have reported them to the ftc to insure accuracy I just have not responded  to  them you all are my next to last effort before lawyer for suit and activating the ftc report  now they have violated my right multiple  times as they have admitted  the dates of me reporting  them  and they have received multiple  letters and calls from me demanding  validation witch they ignored but yet they continue  to report and change  my accout and account numbers as I am maintaining a meticulous record  since they committed  insurance  fraud here are the rights they have violated of mine based on the *********************** ****** act they have reported inaccuracies  repeatedly  I have told them also nit to have this done by AI &funish me name and person's that have verified the information  and thier work contact number concerning  the review of information  the law in that act states that all reporting has to be accurate if not it must be deleted  and also they violated my rights by reporting false information  to my credit report witch I will show screen shot of false information and that clearly violated terms of contract of reporting and gave me the rights to privacy thier for account must be deleted  as they did not have the right to report that without the written expressed  permission to do so as they used that false address to send off the letter, to the address  *************** 138 when I lived at ************* 138 and when I notified them about it they just deleted  the address  when by law they were to delete  the about the rights violated ...15  U.S.C. 1681C i have also notified of a cease and desist witch they have violated repeatedly by making calls to me after i sent them a letter also they are breaking fedral law currently  under irs code by claiming  a charge off to the irs for write off and not sending me a 1099-c  thebonly resolution i want is the deleation off credit  reports if the don't i will seak legal council to get so along with maximum  of 1k per violation
  
  Only resolution I will accept  is complete  deletion off all my credit reports

  Business Response

  Date: 12/26/2023

  Regardless of the complaint response received, InTouch Credit Union stands behind the accuracy of its reporting to the credit union agencies regarding the loan payment documentation and obligations of the complainant. Furthermore, we will continue to pursue all viable legal remedies at our disposal (instead of cancelling the debt obligation as requested by the complainant). InTouch Credit Union is not required to cancel any legal outstanding obligation owed to its members. Lastly, InTouch Credit Union will officially agree to disagree with the erroneous BBB accusations made by the complainant and will pursue all legal actions necessary to resolve the outstanding financial obligation owed to the Credit Union.

  Customer Answer

  Date: 12/26/2023

  I am rejecting this response because:   they violated my legal rights and because intouch credit  union pays bbb to be an accredited  business so this is not a valid rebuttal that they are giving showing in touch cu was thier last chance in resolving this action and also this filing by me was another action to build my lawsuit case against intouch credit  unions and all 3 major credit reporting companies 

• Initial Complaint

  Date:10/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. INTOUCH CREDIT UNION ACCT #: ************ BAL.$9,016.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  Business Response

  Date: 12/22/2023

  The Credit Union does not respond to credit bureau documentation requests made via a "public forum" like the BBB; however, we are required to respond to requests or complaints send to the following locations (in a secure manner):
      Email: *******************
      ** Mail: InTouch Credit Union, P.O. Box ******, Plano, ** *****, Telephone: ************
  
  This Credit Union is also incorporated under the laws of the ************** and under state law is subject to regulatory oversight by the ***** Credit Union Department. If any dispute is not resolved to your satisfaction, you may also file a complaint against the credit union by contacting the ***** Credit Union Department through one of the means indicated below:
      Email: *************************************
      In-person or **** Mail: ***********************************************************************************************************, Telephone Number: **************, Facsimile Number: **************
  
  
  

  Business Response

  Date: 12/22/2023

  In addition to the previous response, the consumer contacted the Credit Union directly. We investigated four credit disputes for September, two for October, and three for November 2023. We determined that the complainant is the true owner of the loan, and the Credit Union has accurately reported all ownership and payment information to the credit agencies as required by regulation. 

  The Credit Union's reply addressed Reg V that covers this type of dispute: The direct dispute is substantially the same as a dispute previously submitted by or on behalf of the consumer, either directly to the furnisher or through a consumer reporting agency, with respect to which the furnisher has already satisfied the applicable requirements of the Act or this section; provided, however, that a direct dispute is not substantially the same as a dispute previously submitted if the dispute includes information listed in paragraph (d) of this section that had not previously been provided to the furnisher;
  

  and the Credit Union complied with section (d) Direct dispute notice contents. A dispute notice must include: (1) Sufficient information to identify the account or other relationship that is in dispute, such as an account number and the name, address, and telephone number of the consumer, if applicable; (2) The specific information that the consumer is disputing and an explanation of the basis for the dispute; and (3) All supporting documentation or other information reasonably required by the furnisher to substantiate the basis of the dispute. This documentation may include, for example: a copy of the relevant portion of the consumer report that contains the allegedly inaccurate information; a police report; a fraud or identity theft affidavit; a court order; or account statements.
  
  

  
  

• Initial Complaint

  Date:08/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a question which I was trying to get answer from the credit union for about a week but they tried to give unsatisfactory explanation or have lack of simple maths knowledge. I made total payment of $556.82 ($300 + $256.82) (please see documents) on the due date of July 25, 2023. I noticed that the interest charged $353.57 out of the total $556.82 which is way above 9.0%. I would like to know how this interest is calculated.

  Business Response

  Date: 12/22/2023

  The Credit Union contacted the complainant directly in July shortly after the complaint was filed. The interest calculation is correct; and it was explained as the loan was transitioning from an "interest only" payment to one consisting of both principal and interest. The Credit Union has received confirmation emails from the complainant that the explanation (and subsequent documentation provided) was adequate. The Credit Union considers the matter closed.

  Customer Answer

  Date: 01/03/2024

  Thank you to all BBB staffs who are directly involve in the resolution of my complain. I have read the response from Intouch Credit Union to BBB and was little surprised to know that they promptly reached out to me ? In fact before filing complain in BBB, I made several attempts to contact the credit union for the answer but they always say that someone from loan department will contact you soon but no one contacted me. I finally then decided to file complain in BBB. I did wait for approximately two or three week then one person from loan department contacted me and explained the issue. 

  I was not expecting from credit union of very poor customer service since I have been a member for 10+ years.

  Thank you. 

   

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So purchased a vehicle in July 2021, I since then had one loan modification due to the company adding force placed insurance. When I sent proof of insurance the company did not remove the large amount that was added to my principal balance. My car payments have been adjusted numerous times without my knowledge and as a result I have had multiple late reporting a on my credit. Additionally, I have been on autopay with the company and I am still being called about being late.

  Customer Answer

  Date: 08/17/2023

  Hello this is an email that was sent from Intouch I asked for a full payment breakdown showing how my payments were applied and the email provided only shows payments made. Also on 08/11/2023 I requested a stop payment for $250 verbally with an InTouch representative who advised that the payment would not take place because it was with a debit card. Immediately after ending the call the payment in fact process and cause my account to be overdrawn. 

  Customer Answer

  Date: 08/17/2023

  Hello this is an email that was sent from Intouch I asked for a full payment breakdown showing how my payments were applied and the email provided only shows payments made. Also on 08/11/2023 I requested a stop payment for $250 verbally with an InTouch representative who advised that the payment would not take place because it was with a debit card. Immediately after ending the call the payment in fact process and cause my account to be overdrawn. 

  Customer Answer

  Date: 11/20/2023

  Hello. I am following up on my claim. I have not had any follow up from InTouch regarding my concern. I have only been called about payment. Also I was in contact with ******************************* on Tuesday and I advised him to cancel a payment that was scheduled for Wednesday due to the vehicle being in an accident and I was advised that payment was canceled. Unfortunately the payment was not canceled and I have attached a screenshot for confirmation. I would like to add this to my claim as I am still not satisfied with the service I continue to receive. 
  
  Thank you! 

  Business Response

  Date: 12/22/2023

  Any Credit Union adjustments made to any payment in any loan contract is always made in accordance with the legal terms of the contract. For example, ********************* have a stipulation that insurance coverage MUST remain in place on a vehicle as long as the lien/loan is outstanding. When insurance coverage lapses, the loan contract grants the lender the right to purchase insurance to protect the collateral (ONLY) at the borrower's expense. These annual premiums are usually added to the principal balance of the outstanding loan, and the payment is adjusted to cover the monthly insurance premium. The borrower is 100% financially responsible for all Credit Union charged insurance premiums during any period where their personal coverage lapses (even after personal insurance coverage is re-established).  In addition, the consumer is also responsible for making the increased payments during the term of the loan (including any increased monthly payments due to a gap in personal insurance coverage). Failure to make and/or maintain those new monthly payment amounts can and will does a loan to become delinquent according to the terms in the loan contract and will be accurately reported as such to all credit bureau reporting agencies. The Credit Union is legally required to comply with all aspects of the Fair Credit Reporting Act (FCRA). Lastly, the Credit Union attempts to help member consumers (when possible) should economic times become difficult. However, the Credit Union must stay within prudent consumer lending guidelines AND recognize the conditions of the original loan contract. The Credit Union is incapable of helping everyone out of every financial situation possible but will also cover the cost of errors caused by any Credit Union employee. Proof of costs are required for refunds of fees incurred, bu the Credit Union will cover those costs. We believe this covers all the circumstances contained in the complaint.

  Customer Answer

  Date: 12/27/2023

  I am rejecting this response because:   I never received a copy of the contract as this was stated multiple times. My vehicle was purchased at auto web expo in Plano, *****. Unfortunately the person who sold the vehicle to me is no longer with the company. Also, my complaint is in reference to my balance. As of today I owe *********, the vehicle was purchased July 2021 and based on the first statement I owed *********. I have asked multiple times why my balance has not decreased and there has been no explanation to show why the balance is more. I was advised that InTouch forced placed insurance on my account and I have provided the necessary information to show that I was covered. I dont as told by an agent with InTouch that the amount was refunded but there was nothing to show where those funds were refunded. I have made several attempts to have this loan modified and there has been no response.