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 has 14 locations, listed below.

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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

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  InTouch Credit Union

  6375 Eldorado Pkwy McKinney, TX 75070-5627

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  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:07/28/2023

  Type:Delivery 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.

  ITCU credit union will not release my deceased wife's funds to me. I am the surviving spouse.

  Business Response

  Date: 12/22/2023

  We responded directly to the consumer in June **************************************************************** this format. The complainant contacted our ************** in April, May, and July of 2023 advising different agents that his deceased spouse passed away in 2022 and he was needing to close the accounts. While the agents did advise that there were not any active accounts on file except for a family member's account and that was closed in April 2023. However, during the April 2023 call, the complainant advised that a previous informed him he would receive a form to complete and return along with the death certificate. After the complainant insisted there were active accounts, staff eventually pulled and provided statement copies from November 2018 through June 2019 to show the accounts for him and his wife were closed in June 2019. We did not locate any open/active accounts for the complainant or his deceased spouse after June 2019. Based on the statement activity most of the funds were removed from by branch withdrawals or transaction activity in March of 2019, and then the accounts were closed in June 2019. A different immediate family member also had an account with our institution, but it was closed by request April 2023 via a Cashier's Check. Research shows the check was issued for the account closure, and based on the endorsement, it appears the funds were signed over to the complainant. This concludes our response in this matter.
  

• Initial Complaint

  Date:09/09/2022

  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.

  While having several credit cards. This credit union seems to have consistent problems with payments. I have setup automatic payments on several occasions. Apparently I was only being charged $20 and not the minimum payment. I sent messages to the bank and tried to pay a higher amount and the website wouldn't let me. My credit score took a massive hit. This is a couple months from a late payment due to be dropped from credit score by this bank, only this bank and its inconsistent business practices. They outsource their support, so its very difficult to get in touch with someone to resolve any issues. My credit score is saying 30 days late and that is wrong. I setup a payment and it didn't go through for weeks. I had to try again and I believe the only reason it went through today is the updated website.
  
  Today was the first time I was able to make a manual payment. Id already setup payments in Aug that never went through. See attached.
  
  From Member Care
  Subject RE:Other
  Received 8/23/2022
  Good day *****,
  Thankyou for your email. You are behind on your monthly payment for your credit card. 35.00 is due by 9-4-22
  The payments made in the last 3 months did not meet the minimum due.
  Please let me know if you need additional assistance.
  Thank you for your membership and please have a good day
  Allison
  
  
  Original Message
  Sent: 8/23/2022 12:46:58 PM
  To: INTOU
  Subject: Other
  Why am I finding out for the first time that my account is late if I have automatic payment setup? I'm unable to change the automatic payment

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/26) */
  The member in question set up a recurring payment for $20, greater than the minimum due of $15, as an ongoing payment solution for the card (along with choosing to receive paper instead of electronic statements). The member moved in April 2022 and used his credit card to post a balance that caused his minimum payment to increase to $27. The increase was posted on the May 2022 statement; however, in June 2022 only the minimum established payment of $20 was collected on July 4th. Our credit card processor mailed a late notice to the member on July 17th, a late charge notice on July 19th, and a 2nd late notice on July 27th. The member indicated he did not receive any of the notices. Due to the fees and balance, the July 2022 statement reflected a minimum payment of $35 was due on August 4th but only the $20 recurring payment was applied. ITCU's collections department emailed the member on August 1st about the late status, but the member indicated he did not receive it. The August statement now reflected a minimum payment of $50 due on September 4th. Our credit card processor mailed a late notice to the member on August 17th, a late charge notice on August 19th, and a 2nd late notice on August 29th. The member confirmed he received the August 17th late notice and shared he did not know he was late due to his auto payment being below the minimum. He stated he didn't look at his statements because he has auto pay set up, and shared that on August 23rd in a online message that he never was told about his late payments (email or mail until the 8/17 notice) and that the system was not allowing him to set up a single payment.
  
  After much dialogue with the member as he attempted to clear the delinquency before the next statement cycle (citing previous conversations with ITCU staff), management agreed to assist with the necessary corrections to his automatic payment set up, physical and email addresses, and agreed to remove the late reporting from his credit bureau history. I believe this action satisfied the member, and going forward, should eliminate any reporting problems in the future.