To whom it may concern:
The reason for this letter is to submit a complaint against InTouch Credit Union in Plano, Texas. I have
been treated in a discriminating way by this bank and I feel I need to take further actions. I purchased a
vehicle from ******** ******** back in August 2014 and it has been a nightmare ever since.
When I first applied for this loan my score was about 609 and since ****** submitted my application to 6
different banks including InTouch it came down to 590. I do not have bad credit but my credit score is
too low due to my husband and I putting everything under my name since he has bad credit.
I was very happy and pleased to know that InTouch approved my loan at a 5.90% at a $438.90 payment
that included all the warranties for the vehicle and GAP. I submitted all my information necessary except
for my expired I.D., but I submitted an unexpired work permit. At this point all was perfect and I was
able to drive off in my "new/used" vehicle. I was so excited that I had something bigger and comfortable
for the arrival of my baby since I am pregnant.
Come that following Monday, ****** advised I needed to call the bank for a "welcome call". I made
several phone calls to ***** ********* with InTouch, who then returned my call the next day on
Tuesday. Her and I went over my contract and agreed to the terms and payments. She asked very few
questions regarding my credit cards and then stated that "everything looks good and you should be
receiving your coupon book via maiI and your first payment wi II be on 10/03/2014." I was excited!
***** never questioned my credit report, signature or expired I.D.
I received a calion Wednesday from ****** asking me if' could provide a valid Texas ID/DL, I then sent
an email to ***** ********* explaining my legal situation, I am pending my green card and this was
one of the reason ID is expired, I didn't want to go thru the hassle again. I wasn't sure if the DMV
(Department of Motor Vehicles) was going to issue a new card since my permit expires in January. In the
email I explained that I was going to leave work early that day to go and get the I.D, from the DMV, I left
work and the lady at the DMV was very nice to issue me a new I.D. (I have to renew my permit every 18
months, I've been doing this for the past 16 years) and sent a copy to ****** that same Wednesday
afternoon. I thought that's all they needed!
Thursday I receive a call from ******* very upset at me asking me all kinds of questions. They were under
the impression that I was committing fraud since my credit report had a lot of "red flags" as InTouch
called it. InTouch thought I was using someone else's information or someone was using my
information. ****** asked me why my credit report was showing a different date of birth and an
"AKA's". I explained to them that my mother and I have the same first and last name and we both lived
at the same property, so I can understand how InTouch could be confused. They also asked why I had a
different signature on my TXI.D. versus my how I signed the contract. Please be advised that I sign a
particular way on all my legal documents due to my legal situation. I explained to them I have not used
the signature showing on my ID card in a long time and I normally only sign legal documents in that
same particular way only because my legal documents are under review. However, you and I both know
that when signing a contract for a vehicle that there are a lot of papers to sign and one does not sign the
same after so many signatures. So I used the signature that I normally use on an everyday basis. Granted
it is different from what is shown on my 1.0., however I have never been questioned on my signature!
****** explained to me that my loan was denied with InTouch and that a gentlemen by the name *****
********* # XXX-XXX-XXXX and XX XXX-XXX-XXXX had gone by the dealership and said they could not
process my loan since it had too many "red flags". ***** left a message on that same Wednesday
advising me that he needed a valid 10. Never once did he explain his concerns regarding my contract or
credit report. ***** then went and spoke to the financial department, he waited until ******, the
financial supervisor who I had been dealing with, left and then he spoke to the owner and made this
bigger that what it is. My brother, which is the sale person almost got fired because they were sure I was
not the one signing. Please be advised that I signed all these documents in front of all ****** associates
who were handling my contract. I left multiples emails and voicemails to ***** and never received a
response. ***** indeed admitted to acknowledging to the ernalls I was sending, but never
responding. Instead of calling me and requesting for me to give him explanations or certain
I tried calling ***** ********* again, I left multiple messages, and he didn't returned my calls until I
forwarded this issue to *****. I explained to her of what my intentions were. I have copies of all the
emails which they never responded to. When ***** finally called, he said credit unions work differently,
and I asked to speak to someone else. I received a call from a lady name ***** the next day, she advised
that the reason my loan was denied was because I didn't have a valid driver's license, I explained to her
all that ***** did at the dealership, Her response was, "how can you be so sure, the dealership is telling
you the truth" she blamed ****** for what had happened. I asked why InTouch didn't call me and why
***** said everything was fine and that my loan was approved and discussed payments with me. The
only thing she couId say was "I'm sorry this happened to you, I really am".
Now I'm stuck with a higher payment at a 9.90% because my score is showing way lower than before.
Instead of getting the platinum guaranty I got the bronze without a GAP insurance that I had with the
first contract so that I could afford the payment, I have a mark on my cred it because ****** did not get
the payoff in time which the purchase was done within enough time. I cannot believe this happened to
me, I cried, it was really stressful and I believe InTouch owe more than just an apology. ***** advised
that the only reason it was denied was because of a Driver license but I have not received anything in
writing from them advising me of this. This is the 3rd vehicle that I have purchased (the first 2 was with
****** financial) and I never had this inconvenience. I've requested this information in writing the same
day ***** and I spoke and gave it enough time to receive it and I have not. ***** said, "We will see what
we can send to you, we don't have such a letter but we have to deny you. We know you want to take
this complaint further and we can't talk to you anymore." I don't know InTouch's address, **** have is an
email address for ***** and the main number for the branch and ****** I hope you are able to assist
me with this matter. I honestly appreciate your time. Please help me avoid this issue for any future
buyers. This is the worst experience ever and I can't explain how InTouch has made me feel.
**** ** *************
*** ****** ***
Garland TX XXXXX
Ms. ********** loan application was submitted to InTouch Credit Union (ITCU)by a local dealership through our indirect lending channel. During the due diligence review the loan processor ascertained the drivers license that was provided to ITCU by the dealer was expired. We contacted Ms. ******* to see if she had a current drivers license and she shared she had not renewed it yet due to her legal status. Ms. ******* sent an email confirming that she has to renew her work permit and drivers license every 18 months and that she had not done so because her husband was helping her fix her legal status. Regretfully, we were unable to do the loan without a valid license and this information was communicated to Ms. ******* and the dealer. Additionally, there was a fraud warning on the credit bureau pertaining to the social security number we were provided on the application. The dealer was advised that if Ms. ******* was able to provide a current drivers license the social security number issue would also need to be corrected. We are unaware of what, if anything, the dealer may have said to Ms. ******* about this discrepancy.
Ms. ******* subsequently spoke to Mr. ********** at ITCU, and he confirmed the reason for denial. She demanded to speak with a manager and was transferred to our VP of Lending. Our VP of Lending shared with Ms. ******* that we regretted she was having to go through this difficult time; however, we cannot lend open an account or lend money to an individual that does not have a current and valid identification. If we took either of these actions we would be in violation of reguired financial regulations.
We respect how frustrating and disappointing this situation must have been for Ms. ******** Staff made every attempt to assist Ms. ******* with this issue.