Our intent was to provide above and beyond service by offering some payment relief however, in this instance that is not what initially occurred.īBB Business Profiles may not be reproduced for sales or promotional purposes.īBB Business Profiles are provided solely to assist you in exercising your own best judgment. We apologize for the frustration this caused Ms. In addition to the June payment being made the July payment was automatically skipped for the member. ******** contacted the credit union the employee that assisted her made the loan payment and requested permission to change the ACH monthly payment to the 25th of the month, which Ms. When we were establishing the parameters for the skip-a-pay we did not consider that a payment set-up to occur in July would actually be for a previous month's payment. This was not an error caused by the conversion to a new system in March 2020 and I apologize if that is what was relayed to Ms. The notice that was sent was a courtesy notice and there was no impact to the primary or joint borrower's credit. Because the July ACH payment for this loan was actually for the June payment it caused the loan to be 10 days late when Ms. Therefore, all ACH payments scheduled to occur in July were pushed to occur in August. Due to the COVID-19 pandemic we mailed a notification to the primary borrower, on all qualified loans, letting them know we were granting members an automatic skip-a-pay for the month of July. The payments on the loan are due the 26th of each month and the ACH payment was set-up to occur on the 1st of the following month. It appears the employee she spoke with did not accurately explain what occurred on the loan where Ms. The Credit Union believes the matter at hand has been resolved. The specialist indicated she was amenable to that solution as it would work for her situation. At Credit Union expense, we overnighted a release of lien (for delivery on Saturday 2/25) so the member could go to the DMV and get a copy of the title and the Credit Union lien released at the same time (herself). The member contacted ITCU on Friday, 2/24 and spoke with a Credit Union title specialist. Once the member called on 2/21/23 and stated the title still had not arrived, we offered to send a duplicate title, but the member explained that would not work for her timeframe. mail, although not as reliable as it used to be, is still the preferred method of delivery and since the title was being mailed from Texas to Virginia, it was going to take longer than a couple of days but arrive in at least 8-10 days meeting the member's timeline requirement. I will never recommend using them to anyone!Īfter our member spoke with the Credit Union Title Department on 2/7/23, employees expedited the process and mailed the member the title on. Because this was an error on their end you'd think they would have rectified it by now and even overnighted it to us. We've been promised that someone would call, promises of email, and still NOTHING as of today. We were going to get a copy from the *** and pay out of pocket for it, only to be told that InTouch still has not released the lien. Because we can't get rid of it we are incurring additional insurance charges as state law requires all vehicles to still be insured if registered. We are trying to junk this vehicle and because we don't have the title we can't get rid of it. It's now and we still haven't received it. Last time I spoke to them they said it was mailed on. We have been contacting them since then and every time we call they say it's been mailed. We realized in early January that they never sent the title. We paid off our vehicle months ago (5 months plus). This credit union's title process and department is terrible.
0 Comments
Leave a Reply. |