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  • This review revolves around the CU coop shared branching. On Friday, 7/14/17, I come to the bank to withdraw from my shared branching credit union as I normally have for the past 4 years. After doing the necessary and usual paperwork, the teller says that they have a new policy in place where all your identification has to match exactly. Everything for me is a match, except my Hawaii ID is what HawaiiUSA FCU has on file (versus my current NV ID). So they say that I will have to change it. I leave, and call Hawaii USA who says that it should not matter because everything else is an exact match but they will send me a form via postal mail. So, I call back In Touch, and speak with who I was told was the "branch manager". I explain the situation, saying that they have mailed me an ID change form, and I will have to fill out it, send it back, blah, blah, blah; which will take 2-3 weeks for completion. In the interim, however, is it still okay to return to withdraw money as I would need to withdraw money next week. She says that's fine because everything else is a complete match. Fast forward to today, I walk in and they decline to allow me to withdraw money as it is a new company policy. So I explain the scenario from last Friday, and their answer is that the branch manager on site now says no with no regard to what was previously stated. I fully understand company policies, however, if you speak with a branch manager, is it unreasonable to expect that the information provided will be honored? My frustration is that when I speak with someone, I would expect the company to uphold what they say and not having fluctuating policies dependent on who is on site. I used to think that credit unions were better than traditional and larger financial institutions. Not the case with InTouch. They do not care about their customers, or stand by what their management says. I have had no issues in the past, so it is a little frustrating. I imagine that if you are their regular customer, you probably will have no problem. I believe I will be taking my auto loan elsewhere, just for the fact that even if you speak with someone, it does not mean anything. I am just a small fish in a big pond for them, but if you have a choice, forget choosing them for your financial services.
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