ComplaintsforInTouch Credit Union

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to get a title release for a vehicle I paid off several years back. I have contacted In Touch on numerous accounts and assured the title will be sent out. As do today no traction. I need your assistance in this matter.

  Business response

  04/07/2022

  Business Response /* (1000, 9, 2022/03/14) */ According to our records, the member originally contacted the Credit Union on Thursday, February 3rd and spoke to a Call Center staff member. She requested to get title information for a vehicle that was paid off a 3-4 years ago due to an urgent opportunity to sell the vehicle now. Our operating procedures would have sent the member the title when the loan was paid off. Our staff member was not able to instantly locate the record because the loan was under the spouse's name, and it was removed from active records (due to the payoff 3-4 years ago). Once the record was discovered, we communicated the physical address that received the title. The member confirmed the address was a parent's address, which was where they were living at the time of the loan. Our staff member explained that ITCU could send a release of lien to the spouse's current address of which she could take to her state's DMV and obtain a duplicate title. An email was sent to the member's email address (and we confirmed its accuracy) but shared a release of lien could take a couple of business days to process before submittal. On Monday, February 7th, the member called our Call Center again (speaking to a different employee) and shared that she was advised she would receive the release of lien in 24 hours of which she never did. She desired to find out more information but appeared to become agitated when our employee started asking identity verification questions and could not find the information similar to what was previously explained. The member asked to speak to a supervisor. Repeating the process over again, the ITCU supervisor it would take 72 hours to complete her request. On Tuesday, February 9th, the member called the Credit Union and requested to speak with the previous manager/supervisor. That individual was not available, but the manager on duty (after verifying identity) confirmed that a copy of ITCU's release of lien would be immediately emailed to the member at the confirmed email address, and the original release of lien would be placed in US Mail (at ITCU expense). The member requested expedited delivery but chose against it when informed of the cost (to be paid by the member). On Wednesday, February 10th the member called back, expressed frustration at not receiving what was promised, and asked for the names of Credit Union leadership. On Thursday, February 11th, the member called and stated she did not receive the promised email nor the ROL via U.S. mail. ITCU personnel confirmed the email was sent and the release of lien was mailed via US Mail. The member expressed frustration that the release of lien had not been sent via FEDEX and disconnected the call. The manager then made the decision to send the release of lien to the member via FedEx at Credit Union expense. Moments after the FedEx was sent, the member filed a complaint with the BBB. On Wednesday, February 17th, the Credit Union Manager followed up with the member and confirmed the release of lien was completed. The member was not charged for any of the services delivered despite our attempt to resolve a recordkeeping mishap that we did not cause.

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