Frequently Asked Questions

Q. How do I find an account number for one of my deposit or loan accounts?

A. The easiest way to get an account number is to log into Digital Banking. Click on the desired individual account under the Accounts tab and look for the eye icon next to the truncated account number. Click on the icon to display the full account number. During business hours, you may also reach out to the Contact Center by phone (800) 337-3328, text (214) 291-1982, website chat (InTouie) or video chat.

Q. I need my member (membership) number, not an individual account number. How can I get that?

A. Your member number should be treated confidentially because it is tied to all of your individual accounts. As such, we recommend that you memorize it rather than write it down where prying eyes may also find it. However, should you ever need it, you can reach out to the Contact Center during business hours by phone (800) 337-3328, text (214) 291-1982, website chat (InTouie) or video chat for assistance. Please be prepared to verify your identity.

Q. How do I add or change the joint owner for one or more of my accounts?

A. To add or change a joint owner on your account, you’ll need to reach out to our Contact Center via phone, chat or video chat or visit one of our branches during business hours. We highly recommend that you make an appointment for any branch visits to minimize any wait times when you arrive.

Q. Can I deposit a check electronically? Are there limits or restrictions?

A. InTouch offers remote deposit capture via Digital Banking and a compatible mobile device. Your device must have our mobile app (download from the appropriate app store) loaded and you must be enrolled in Digital Banking beforehand. Open the mobile app, click on Deposit Check and follow the prompts. The app will let you know if it encounters any problems during the deposit process. Please note that an improper or missing endorsement may prevent your deposit from being accepted.

(Note: not all of the deposited balance may not be available immediately. Reach out to the Contact Center during business hours if you have any questions.)

Q. Are there limits on how much I can withdraw from an ATM with my debit card?

A. There are limits on how much cash may be withdrawn from ATMs during a 24-hour period. Besides limits set by InTouch, the machine being used may also have a different limit than what ITCU allows. Keep in mind that limits are cumulative, across all machines. Once a limit is reached, no further withdrawals are allowed.

Q. Does ITCU have any youth account options for my child/teenager?

A. There are three distinct youth/young adult account options for our youngest members. Chip's Kids (for members up to 12 years of age), Geared Up! (for members up to 17 years of age) and On My Own (for our members between ages 18 and 24). These accounts provide the perfect introduction to financial awareness and can be learned about here.

Q. What are the different loan or lending types offered by ITCU?

A. Our competitive member loan options include personal loans, credit cards and vehicle loans. Vehicle loans include new and used automobiles, RVs, motorcycles and boats. Please contact us if you have another vehicle type in mind and we’ll let you know if its something we finance. Real estate loans, including mortgages, home equity and home equity lines of credit are also offered by ITCU. ITCU also offers business loans and credit cards. Please contact our Contact Center via chat, video chat or phone to inquire about business loan options.

Q. How do I check the status of my loan application? What is the status of my loan application?

A. You should get automatic notifications of the status after submitting an application but if you haven’t received any, there’s a couple of ways to get one. You can log into Digital Banking, use the Messages feature and request one that way, or you can reach out to the Contact Center team directly via phone, chat or video chat during regular business hours.

Q. Can I get a loan payoff quote? I’ve been asked for a 10-day auto loan payoff from a dealer, how do I get that?

A. You may obtain loan payoff information via Digital Banking. Log into the app, locate and click on the loan you need the payoff for and click on the Calculate Payoff button. You can select a payoff date for any date in the future . You may also reach out to the Contact Center by phone, chat or video chat or come into any branch to ask for that information during normal business hours.

Q. Do I need insurance when I buy or lease a car from the Credit Union?

A. Yes, all automobiles and other vehicles, like RVs, motorcycles and boats, financed through ITCU, must be adequately insured and show InTouch as the lienholder. You may provide that directly to us or you can use this site to provide it. Don’t forget, ITCU also offers competitive vehicle insurance options through its partnership with Travelers and TruStage. Links to their sites can be found here.

Q. Is there a grace period to make my loan or credit card payment before I will be charged a late fee?

A. Grace periods are a part of some loan terms and conditions but they can vary. Please reach out to the Contact Center via phone, chat or video chat during business hours. After hours, you may submit your question via the website Contact Us form or via Digital Banking using the Messages feature.

Q. Can I skip a loan payment if I am unable to make one due to a financial hardship of some kind? Does ITCU offer a loan skip-a-pay option?

A. If you are unable to make a loan payment for any reason, ITCU does offer a payment skip request option. However, this option may not be available or approved in all cases. To initiate a skip request, please complete and submit our skip form to any branch or contact our Contact Center during business hours via chat, video chat, or phone. After hours, you can use our Contact Us form to submit any questions you may have. Please note, the more lead time you can give us to start the process, the better; however, we understand that you may not always know in advance of a hardship. We’ll do our best to help no matter the circumstances!

Q. How can I find out what my credit card line of credit is? What’s my card limit? How do I request an increase in my credit line?

A. The easiest and fastest way to get your credit limit, request a line increase or do a balance transfer is by logging into Digital Banking and choosing Manage Credit Card. If you’re not enrolled yet, use the enrollment box on our homepage to enroll. You may also reach out to the Contact Center during business hours to request a limit increase. You may also consider using InTouie, our chat bot, to connect to staff.

Q. Can I make an ITCU loan or credit card payment from another bank or financial institution?

A. Yes, you have several options to make a loan payment at ITCU. One of the easiest and securest ways is to log into Digital Banking and use the Transfer & Pay option. Follow the prompts for set up an electronic transfer or pay with a debit card from the other financial institution. To make an ITCU credit card payment, log into Digital Banking and choose either Manage Credit Card or My Cards to make the payment. Options are slightly different for each choice but either will allow a payment from an outside source. The My Cards option will provide both one-time and automatic, reoccurring payment options. You are always welcome to mail a payment to ITCU when time is not an issue, too. Express Pay is also an option for one-time loan payments if you do not wish to use Digital banking.

Q. How can I do a cash advance on my InTouch Credit Card? Are there any limits or fees?

A. You can get a cash advance on your ITCU celebrate! or connect! Mastercard® at almost any ATM, other financial institutions and even some retailers around the country and the world. Keep in mind that each may have their own limits or fees, separate from ITCU. You can also do a cash advance at an ITCU branch ITM Teller machine. See related account disclosures for transaction fees, advance limits and the applicable interest rate (APR) or reach out to the Contact Center during business hours if you have any questions.

Q. Does InTouch offer resources to help me get the best deal on a loan?

A. Yes, ITCU offers many self-help resources and tools to help members get the best loan or credit card that suits them best. Our website provides blog articles, loan and deposit rate calculators and services like InTouch Auto Finder to help you get the best deal.

Q. Can I transfer money to another InTouch member electronically?

A. Yes, log into Digital Banking, open Transfer & Pay and follow the prompts to add the account you wish to pay. This process requires that you know the receiving member’s name and account number.

Q. Are there fees associated with transferring money to another bank, credit union or financial services company?

A. ITCU does not charge a fee to move money to another financial institution if the transfer is made using the external accounts transfer feature in Digital Banking. There could a be a fee for using other types of transfer methods, like a wire. View our Fee Schedule or contact the Contact Center during business hours for more information.

Q. Does ITCU offer or sell money orders and cashier’s checks?

A. Yes, we sell money orders and cashier’s checks. The quickest way to purchase one is to visit a branch. If that isn’t convenient, log into Digital Banking and use the Messages feature to give us all the details and we’ll get it to you via USPS. Please note that there is a $1,000.00 limit for each money order. If the amount desired exceeds $1,000.00, a cashier's check will be needed. There is a fee for each option. See our Fee Schedule for a list of current fees.

Q. Can I stop payment on a check? How do I stop payment on a check I’ve written?

A. If the check hasn’t been cashed or deposited yet, a check can generally be stopped from being paid. There are multiple ways to do this. You can visit a branch, call, chat or video chat with the Contact Center to complete the process. We offer an online form on our website to stop payment on a check and you can also use the Messages feature in Digital Banking to initiate the request. Please note that we will need the check number or series (range) of check numbers to place the stop.

Q. Do you put holds on checks? What is your check hold or funds availability policy?

A. InTouch follows federal law regarding check holds and making funds available following a deposit by check. In general, we typically make funds available on the same business day but there are situations where some portion of the deposited amount can be held for multiple days following the deposit. We’ll make sure you are informed of any holds and when you can expect to have access to the deposited funds. Click here for more information about our funds availability policy.

Q. How do I reorder checks? What is the best way to reorder checks?

A. Using Digital Banking is the best way to reorder checks. Log in, Open Tools, click on Checking Services and then Order Checks. Follow the prompts from there.

Q. Can I stop payment on an ACH (electronic transfer) transaction?

A. If the transfer has not been initiated yet, you can generally stop the transaction from completing. Because these transactions can process literally in seconds, it is best that you connect with our Contact Center as quickly as possible. You may also visit a branch in person or use the online form on our website to initiate the request

Q. Can I stop a scheduled transfer I set up in Digital Banking?

A. If the transaction hasn’t already started processing, you can stop the transfer by logging into Digital Banking, open Transfer & Pay, clicking on the specific transfer you wish to cancel and click on the 3 dots to choose the option to cancel the transfer. You can only cancel transfers that you set up in Digital Banking. Automatic loan payments or other transfers set up by ITCU staff must be edited or canceled by staff. To cancel transfers set up by ITCU, reach out to the Contact Center via phone, chat or video chat, or use the Messages feature in Digital Banking to request the cancellation.

Q. Can I stop a bill payment from processing?

A. Yes, if the transaction isn’t already in process or has already been sent. Log into Digital Banking, open Transfer & Pay, select Bill Pay and look for the cancel button when it opens.

Q. I need to get a Verification of deposit (VOD) letter? Can you provide one to me?

A. Yes, we can provide you with a VOD letter. These can be obtained at any branch but we recommend that you arrange for the letter to be prepared ahead and/or make an appointment so one of our staff is available to help you. You can set up an appointment here or you can reach out to our Contact Center by phone, chat or video chat during business hours for assistance.

Q. Can I send an international wire? Is there a cost or fee to send a wire?

A. International wires are only available to business accounts. This can be initiated in Digital Banking but if the amount is greater than $10,000.00, the request will need to be submitted in paper form and must be notarized. This can be done ahead of visiting the branch or faxing the request to us at (214) 291-1310. Please be prepared to provide photo ID. These steps, while understandably not convenient, helps us prevent fraud and theft. We appreciate your patience and understanding. There is a fee for sending wires. See our Fee Schedule for a list of current fees.

Q. Does ITCU have a SWIFT code (aka Bank Identifier Code)? Does InTouch have an International Bank Account Number (IBAN)?

A. No, ITCU does not have or use SWIFT or IBAN codes. Please visit this link for international wire information. You may also reach out to the Contact Center by phone, chat or video chat.

Q. What are my options to look for or view past transactions? How do I look up a transaction? Can I view transaction history?

A. All financial transactions are listed on periodic statements which are provided on a monthly or quarterly basis, as applicable to a given account. Statements may be received electronically or in print form. There is a fee for printed statements (see Fee Schedule) except for members owning a Prime Checking account. To view an electronic (eStatement), log into Digital Banking and open eDocuments. In addition to your statements, transactions are also viewable and searchable via Digital Banking. You may also download history from Digital Banking to some 3^rd party software apps. You may also reach out to the Contact Center for information but keep in mind that some inquiries may include a fee.

Q. How do I activate my credit or debit card?

A. Follow the instructions provided on the sticker on your card or in the mailer you received with your card.

Q. How can I set up, change or update the PIN on my ITCU debit or credit card?

A. The most convenient way to update a card PIN is to log into Digital Banking and open the My Cards feature (you’ll open Card Services first and then My Cards on the desktop version). Look for the Set PIN option for either cards to set or change the PIN. You can also update a credit card PIN under the Manage Credit Card option in Digital Banking. Of course, the Contact Center is also available to help during business hours.

Q. How should I notify you that I’m traveling abroad so that my ITCU cards work where I’m traveling to?

A. The fastest way to do this is to log into Digital Banking, open the My Cards section and then click on Manage Travel Plans. Follow the prompts to create a travel plan, set travel alerts and select where you want your card(s) to work. You may also use the Messages feature in Digital Banking to send us a note about your travel plans, or you can reach out to the Contact Center directly, via phone, chat or video chat during normal business hours. Bon Voyage!

Q. What options or resources does ITCU offer if I’m experiencing a financial difficulty?

A. InTouch Credit Union is always willing to talk to members and prospective members about a financial difficulty they may be currently experiencing or expecting in the near future. If you are a member and having trouble making an ITCU loan payment, please reach out to our Member Solutions department at (800) 337-3328, option 4. If you have a financial hardship not related to an account at ITCU we may still be able to help. You are invited to make an appointment for a branch visit, video chat, use our chatbot, InTouie, on our website or call (800) 337-3328.

Q. Does ITCU offer financial education resources pertaining to building or improving my credit or my ability to be approved for a loan?

A. InTouch provides many resources to help our members improve their financial well-being. Use our website to link to resources like KOFE, It’s a Money Thing videos, Innovate! and Goalsetter. Each resource provides information designed to help navigate financial topics and issues we all face during our lives. Of course, if your situation requires more immediate attention, reach out to us using any of our contact options.

Q. Where can I find your latest deposit product rates? What about lending rates?

A. ITCU maintains an ever-evolving list of deposit, lending and other associated product rates right here on our website. You can find the latest rates and learn more about our offerings right here. And, as always, if you have any questions, please feel free to reach out to our Contact Center for assistance.

Q. Do you provide foreign currency exchange services?

A. InTouch does not offer foreign currency exchange services at this time.

Q. Do you have coin counters or exchange coin for paper currency?

A. No, we don’t have coin counters in our branches or exchange coins or accept rolled coin.

ITCU Frequently Asked Questions

Membership & Deposit Account Questions