InTouch Credit Union
Loan Service
I am a business executive in the Las Vegas, NV area and just a little over two years ago financed my automobile with InTouch Credit Union.
I have remained a good customer by paying my payments in full each month since the beginning of the loan.
I recently called in (as usual) to make my monthly payment and was told I would be charged a $10 fee to make my payment over the phone and online.
I asked how I can avoid that fee and they recommended either visiting a branch (not convenient for me as there are only two locations and both are a far distance and, they are only open from 9am – 5pm which are my same business hours) or setting-up auto withdraw which I would have to do at a branch as well.
I sucked it up and paid the $10 fee, paid my payment and within days visited a local branch to complete the withdraw request form.
I was told at the branch that I would need to call or come in to make the next payment as it would take time to get my withdraw request completed.
I made 1 more payment through the customer service phone line (paid the $10 fee) and expected (as I was told) that the next payment would be auto deducted from my account (I bank with another institution).
Fast forward a month later, I get an alert from my credit monitoring app that I had a 30 day late payment post to my credit profile with the three credit bureaus.
I immediately contacted InTouch to find out why I was reported 30 days late (has never happened to me), they explained that the previous months payment wasn’t made.
I explained that I had completed my end of the instruction that was provided to me and asked if it could be removed because it was their error.
She was able to locate the notes that I completed the form and stated that it could be corrected but it had to be done by a manager.
She said a manager would call me back – never happened.
I have called several times speaking with several customer service reps and finally after demanding a manager, I received a call today from the customer service branch manager, Jeff.
He immediately began by telling me in other words, there is nothing they will do (I should’ve called to ensure they did their job!) so I requested to speak with his superior.
I later received a call from his manager and to sum this up…he confirmed that he will do nothing to help!
I will be looking to refinance my car with another institute and will NEVER recommend anyone to do business with these folks.
InTouch you've just sunk to an all time low..
This used to be a great bank but now after updating their new online banking this past weekend has had us where we have NOT been able to login to our accounts at all and there’s NO live person answering the phones.
This is pure GREED at it’s finest trying to do away with employees and replace with machines. I will be transferring our accounts to a new bank. InTouch you’ve just sunk to an all time low..
Sad to see a previously outstanding credit union go downhill like this.
I have been a member since 1987 when they were the EDS Employees’ Federal Credit Union. I’ve stayed with them because they used to have the best customer service and rates. Will be finding a new bank as of today. I accidentally replied to a text saying a transaction was fraud due to it not being the amount I was expecting, and my card was blocked.
Went in same day (Saturday) to have it fixed, employee unblocked it which took quite a long time and a call to “Ops”. Then it didn’t work at all the rest of the weekend. I had to put the deposit on a rent car on my daughter’s account, she had to pay for her own birthday celebration Sunday, and I was unable to pay bills or get cash out as needed.
Monday I called “customer service” as there is no way to get the phone number for the branch. Waited on hold 30 minutes to be told I had to go into the branch to get a new card; there is no way to “unblock” a card and they shouldn’t have done that. Went into branch, had to get on the video teller machine to ask for a manager at the branch as there were no people to help.
Finally manager came up; both she and the employee who unblocked the card were unapologetic. I was told that (a) I should have tried the card before I left, (b) that it wasn’t their fault because “Ops” told them it would work, and (c) it wasn’t the worst thing that ever happened and I should “go with the flow” because “these things happen.” Horrible, horrible “customer service”. Sad to see a previously outstanding credit union go downhill like this.
Stay away from this second-rate bank.
I’ve been a customer for 15 years. My wife for over 20, and we recommended ITCU to our daughter. They changed their on-line system and I have had to call them 4 times just to log in.. Each time creating a new password. I get off the phone, go to log in with the new password and am locked out…again.
I have called and complained and went to a brick and mortar location and was greeted by two of the rudest people I’ve ever encountered at ITCU. Add to that the ITCU is automating with auto tellers to get rid of people who need their job just to pad the pockets of TTCU executives. Obviously caring for people is not big for this company. We will be moving to another, more accessible and customer-centric bank at the first opportunity.
A not-so-funny aside: Minutes after going through the call process for the third time (after being caller 94 and waiting for 40+ minutes to talk to someone) I received a call from ITCU. Silly me thinking it was a call to apologize and let me know they are working hard to fix their system.
The girl never mentioned it as she tried to sell me other financial products at ITCU. Not a way to keep customers and certainly no way to treat loyal customers. Stay away from this second-rate bank.
They bought me insurance for a vehicle that was already insured.
They bought me insurance for a vehicle that was already insured. EXTRA 10,000 on my LOAN ! WTF ? Then they said it was my fault because they changed their address, and didn’t communicate that !! Also they do not communicate through email so that there is no documentation for a court battle !!!!
Very bad bank.
Their debit cards never work. They charge unnecessary fees. Very bad bank.
Stay away from these people at all cost!!
This used to be a very good credit union. They used to do their own in-house deals. Now, however, they outsource much of their service and especially their underwriting. They have terrible, terrible people at Colonial in Ft. Worth as underwriters for their Residential homes who are the worst I have ever seen.
If you have stellar credit of course no problem. But that is true of every financial institute in America. If you are like most of us and have a few bumps here and there in your credit, then beware, you will be rudely and expensively required to pay high fees, large down payments such as 30% down, money held in escrow, and other penalties.
This is NOT serving the members!
I’ve been a member since this was EDSFCU, with good service. I live in the Austin area. Now, it takes a call off my prepaid phone every time I sign in and it logs me out because I’m not fast enough–had hand surgery.
When I inquired about that after the update, I received the answer that the most people are catered to, and, sorry, too bad for the few. I opened a bank account in the vicinity, and am in process of saying “good bye, and good luck” to InTouch. This is NOT serving the members!
I was told they can't write such a letter, so now I have to pay the late fees.
I have been a member since and my apartment complex says that my rent check was returned. I call the 1-800 member service number because my apartment manager says if they can get a letter stating the check wasn’t returned(ITCU not showing check has been processed) and there were sufficient funds available, they would waive the fees and I could just get pay what was due at on the 1st. I was told they can’t write such a letter, so now I have to pay the late fees.
The check that I stopped payment on cleared.
This used to be a good credit union however now for me is a one star rating. I called to stop payment on a check and the rep said that they could not do this over the phone. I needed to go online and submit a request. She said it would take three business days.
I went on line with her on the line and she stated pick the first link. So I did and after submitting the form it said to call back to the credit union. I called and spoke to a wonderful person and she said no you don`t need to do the online form and that she would take care of it over the phone.
Go figure!! so she stopped payment and behold they withdrew a $30 fee from both my checking and savings accounts. Nice!! I called back and they promptly removed the fee from my savings. All set?? Wrong!! The check that I stopped payment on cleared. We will see what they say when I call back. Good job In Touch Credit union.
Extremely incompetent in every single way.
If I could leave 0 stars as a review, I would. This institution is absolutely terrible, and is a joke of a bank. The help line people are rude, do not call back when they say they will, and have hung up on me on multiple occasions. Some may see the following as a plus, but I see it as a major disadvantage:
I have been living in multiple cities and states over the past 7 years and always make sure to notify the bank when I am moving or traveling somewhere new, but nearly every time I have traveled or moved somewhere new the bank’s system automatically thinks that this is ‘fraud’ and will hold all of my cards and accounts.
This is incredibly infuriating, as I always make sure to put a travel notification on my card and it still doesn’t seem to work. This bank has caused more stress and hassle on me than anything else in my life. Extremely incompetent in every single way.
No No NO! My turn to say NO!
We have been members here for almost 30 years. Unfortunately there is no more customer service. I don’t mind progress or even having no tellers, but to have the machine default to giving you hundred dollar bills is not friendly. In order to get 20’s you need to engage the representative through the machine. It should the other way around.
No one really wants 100 dollar bills and if they did would be happy to request. I just do four transactions of $80, $80, $80, $60 to get the $300 I usually withdraw. Then I went in today to open two accounts for my niece and nephew under the age of two. I have their birthdates and social security numbers but was told I would have to have their social security cards.
I don’t want their parents to have to give me their cards. I have 6 other niece and nephew accounts and the cards were not required. If they don’t want to take my monthly deposit into these accounts for the next 18 years I will find a bank that does and then maybe transfer all of our money out. Every time I go in the answer is , “no”. No change machine, no 50 dollar bills, can’t open a new account. No No NO! My turn to say NO!
I am a business executive in the Las Vegas, NV area and just a little over two years ago financed my automobile with InTouch.
I am a business executive in the Las Vegas, NV area and just a little over two years ago financed my automobile with InTouch. I have remained a good customer by paying my payments in full each month since the beginning of the loan.
I recently called in (as usual) to make my monthly payment and was told I would be charged a $10 fee to make my payment over the phone and online.
I asked how I can avoid that fee and they recommended either visiting a branch (not convenient for me as there are only two locations and both are a far distance and, they are only open from 9am – 5pm which are my same business hours) or setting-up auto withdraw which I would have to do at a branch as well.
I sucked it up and paid the $10 fee, paid my payment and within days visited a local branch to complete the withdraw request form. I was told at the branch that I would need to call or come in to make the next payment as it would take time to get my withdraw request completed.
I made 1 more payment through the customer service phone line (paid the $10 fee) and expected (as I was told) that the next payment would be auto deducted from my account (I bank with another institution).
Good riddance
Good riddance…After almost 25 years with EDSFCU/ITCU, the wife and I just could not deal with the bad service, the ever increasing fees and those ridiculous service kiosks any more.
There are plenty of other Credit Unions out there that offer great service and products without charging for it. Free checking, free online banking, online check deposit, coin counting and depositing, etc. etc.
are offered by many reputable CUs. Do your research and you will find that what ITCU offers is one of the worst deals in the credit union business here in North Texas.
Scammer
I would avoid this credit union like the plague if I were you. I’ve been a customer for over 25 years, since it was the EDS credit union.
I’ve had a car loan with them for the past 14 months and they’re supposed to do a simple deduction from my savings account there to make my loan payments.
Out of the 14 payments made on my loan to date, they’ve gotten two correct and that’s only because I went into the office to get them to do it right. I actually had to go in three time to get them to understand the loan agreement they wrote and to make the transfers properly.
These people are clueless!!! They can’t even seem to process a simple mail deposit correctly! Everything is done manually and the people they have doing the work are apparently graduates of the sixth grade. I don’t think they ever got to junior high.
Avoid them at all costs (pun intended)!!
One of the worst banks I have ever done business with. They charge you left, right and center and they don’t tell you about it. Lots of switch and baits. A shady used-car salesman is more trustworthy than these folks.
Avoid them at all costs (pun intended)!! New management absolutely sucks and it’s a joke that they call themselves a Credit Union, Payday loan stores have more ethics than these folks.