ComplaintsforInTouch Credit Union

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  12/22/2023

  More to come

  Customer response

  12/22/2023

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

  Customer response

  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

  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 response

  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

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  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

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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 response

  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 response

  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

  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 response

  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. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  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

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a car loan through them previously. I refinanced through my current bank and paid it off 3 weeks ago. I logged in a week ago to make sure I turn off the automatic payment but was unable to as they had wiped the loan from my account. I was unable to turn off the automatic payment and $605 was taken from my bank account today. I have called them twice to have my money returned to me but they are holding it and will not reimburse me for money that was wrongfully taken. I have been told it will be placed in a savings account (I don't bank through them I do not have access to that money unless I go into a branch which I am unable to do as I work day shift and am unable to go in when they are open) when the funds become available. They tell me there is no record of my money being taken however as I have attached I have their email as well as my bank statement that shows where they removed the funds. When I called they refused to transfer me to anybody to assist in returning my wrongfully withdrawn money and just kept repeating that it will get deposited in a savings account.

  Business response

  07/21/2022

  Business Response /* (1000, 7, 2022/06/15) */ According to our records and recorded phone calls, Mr. ******** placed a call to our call center. He stated that InTouch Credit Union (ITCU) had pulled funds out from his other financial institution for a loan payment, but the loan was already paid off - - two weeks ago. When he tried to log in to cancel the payment, the loan was not there, there was nothing to cancel, and suggested that ITCU had stolen his money. Our ITCU employee advised Mr. ******** that we had not received payment since it was deducted his account (today) and that once we receive the payment it would automatically post to his savings account since no loan was outstanding. The ITCU employee apologized for not being able to stop the transaction and advised Mr. ******** that he could go into an ITCU branch to withdraw funds. Our records indicate Mr. ******** became upset that he could not cancel the payment and did not understand why we could not refund a payment we had not yet received. Again, the ITCU employee apologized and explained that we would have to wait for the payment to post before any actions could be taken. It should be noted at this point - prior to explaining the 2-3 additional calls from Mr. ******** - that the ACH DURATION order Mr. ******** put in place with ITCU and his other financial institution stated the transfer order must remain in place "Until I edit or cancel the plan". In this instance, ITCU gets accused of "stealing money" because we followed the payment instructions he placed on the monthly transaction. It was not ITCU's fault Mr. ******** failed to change his account's ACH instructions; nevertheless, we did try our best to resolve the situation. Mr. ******** called back two more times on May 19th demanding the return of his funds, a request to be compensated for his hardship, and to inform us he filed a complaint with the BBB. An ITCU staff member subsequently escalated the complaint to a manager that contacted ITCU's Accounting Department with an urgent request to see if we could reject the ACH payment once it arrived so it would automatically be returned to his originating institution (as it was determined this method would be the fastest way to return the funds). The rejected ACH transaction instruction worked on our end, so ITCU assumes the funds were placed back into Mr. ********'s account at this other financial institution. In addition, on May 19th, Mr. ******** asked that his account be closed. ITCU forwarded a document per his instructions to be completed and the account was closed on May 23rd along with a small "remaining balance" check. We believe this complaint is no longer oustanding as unresolved. Consumer Response /* (2000, 9, 2022/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Other than the part where they take no responsibility for what happened that is what ended up happening.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I got a loan for a boat thru InTouch in Sept 2021 and have not received the tags for boat or trailer. We are also being told by the individual that he did not receive the balance of the money for the boat after his loan was paid off. We continue to call them and keep being told that it's because of Covid or it's being worked on. We have made our payments every month and still can't use the boat because the tags ran out. We also have no way of proving it is even ours.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/04/28) */ According to our records, ITCU received the titles and mailed the required paperwork to the DMV on October 26, 2021 (the same day we received them). They were rejected and returned to ITCU (for various reasons) over the holidays. We corrected the rejection for the trailer and sent it back to the DMV on February 22, 2022; and we have evidence it was accepted with ITCU's lien perfected on March 26, 2022. We also have scanned evidence that the titles and paperwork for the boat and motor were sent to Parks and Wildlife and have record of their receipt on January 31, 2022. When we contacted Parks and Wildlife, they informed ITCU that an additional late penalty had accrued, and they sent the paperwork back to ITCU on February 2, 2022. We do not have record of ever receiving the paperwork back from Parks and Wildlife. When ITCU asked Parks and Wildlife for packet tracking information, we were told the information they track is only the date it was mailed. No address or tracking number was available to find the packet. ITCU looked internally for a few weeks to find it and feared it was lost, but it was eventually found. During that "lost" period, a new late penalty had accrued. ITCU cut a new check, at our expense, and overnighted the packet to Parks and Wildlife. ITCU has been in constant contact with the complainant since 4/19. On this initial contact, ITCU informed and verified that title work was completed and processed on the trailer, and the complainant should have already received their tags. ITCU connected with the complainant and Parks and Wildlife yesterday, Wednesday, April 27, 2022, and shared the packet for Parks and Wildlife should be processed next week. We also verified and made certain the full amount of the sale proceeds were paid out to the seller and their bank. Today, April 28, 2022, ITCU reached out to the complainant to verify if the tags had been received for the trailer. It was confirmed they have not been received, so ITCU promised to connect with the complainants on Friday, April 29, 2022, and walk them through the process of getting duplicate tags. The complainants stated they were appreciative of the call and assistance. Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's nice to know the information they gave you because we have not receive half of what they sent to you. As of today, 5-6-21 we have still not received the tags. They only started working on the case after I filed the complaint. They left a message on my phone for my husband on 4/29/22. My husband called today and was told by Zach at Intouch that the trailer tag has obviously been lost and we would have to refile for one with the state. They still don't know the status on the boat tag. We received confirmation from the seller that he finally received the check from Intouch for payoff. This case still is unsolved. Business Response /* (4000, 9, 2022/05/11) */ On 4/27/2022 InTouch Credit Union was informed by Parks and Wildlife that the information packet sent to Parks and Wildlife should be processed the week of 5/2/2022. According to our records, InTouch Credit Union notified the complainant on 5/9/2022 that Parks and Wildlife did not process the packet until 5/9/2022 and it was being mailed out on 5/10/22. On 5/11/2022 InTouch Credit Union was able to confirm and verify with the DMV that the complainant renewed their registration on the trailer. Also on 5/11/2022, InTouch Credit Union confirmed with the complainant that they are in possession of their new trailer tags.

*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. ↩