ComplaintsforINTRUST Bank

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 28th Harvey ****** put my car into repo when the payment was 18 days late. When I called that same day and asked him for a reason that it had been put in for repossession so immediately he blatantly told me, in these words, that it was because he thought my father had been rude when he called him looking for me. He then told me that in order for him to accept my payment to take it out of repossession, which I was prepared to make immediately with him, I had to "prove" to him that I had insurance on the car by sending him a copy of my insurance card with all of my policy information. He placed my car into repossession as personal retaliation for a conversation that I was not even a part of, and I feel that forcing me to email him my insurance information when this had nothing to do with my payment was a way for him to assert some sort of dominance.

  

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/12/15) */ We recognize the concern you have about the possibility of your car being repossessed and, in good faith, provided you with several opportunities to bring your loan account current prior to moving towards repossession. You entered into a loan agreement with INTRUST Bank on 6-26-2017, which allows INTRUST to retain the vehicle if you are unable to make the loan payments and requires that you register the vehicle and maintain insurance coverage. Your payments began to be consistently late in August of 2021. We provided you several payment deferrals over the past three years. In July of 2022, we first requested that INTRUST take possession of the vehicle after numerous attempts to contact you to coordinate a payment and receive proof of registration and insurance. Since we had not been able to successfully contact you since 6-22-22, on 7-28-22, we contacted the primary owner on your loan. Upon finding out about the order to repossess your car, you called us and spoke to a manager who thoughtfully considered your situation and agreed to halt repossession of your vehicle if you brought the loan current, continued to make payments on time, and provided proof of registration and insurance. Since 7-28-2022, your loan account has remained current. Thank you for providing proof of registration and insurance. We appreciate your cooperation and efforts to maintain a current status on your vehicle loan. Please contact us at ************ if we can answer questions or assist you in resolving this matter. Thank you for your business and we look forward to continuing to serve you.

• Initial Complaint

  08/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In May 2022 I requested to stop or defer upcoming auto loan payment bc I knew I wasn't able to pay by due date. I was told by Intrust Bank that it was too late to do so, that the policy is that this must be requested 15 days before withdrawal/due date. Alright. So I paid for stop payment thru *********** & also asked Intrust Rep. to cancel all existing auto-draft payments. I paid May payment + late fee in June 2022. Then, I sold my 2nd vehicle (paid off) and put that $ into ************* and set up auto-withdrawal for auto loan (Intrust). The payment due for month of June was paid on time and drafted from correct account. So, I made 2 payments in June 2022. On July 20, 2022, Intrust Bank withdrew car payment from BOTH *********** (previously requested to cancel these) and from the ************. I called on July 21, 2022 to request a refund. After some resistance, Intrust agreed to mail me a Cashier's check once the money pulled from ****** account. Intrust alleges that they mailed the Cashier check on August 1, 2022 but it is August 19 and the check has not arrived. I have been trying to contact Intrust and communicate with them consistently throughout month of Aug and not a single person has returned my phone calls when I have been promised that they would contact me the same day, the next day, etc. and every time, no one (save 2) would call me back. The latest correspondence came from Daniel ******* on Aug 18, 2022 via email where I was informed that his supervisor is unable to void the lost check and expedite a new one until after the first check expires....ON OCTOBER 23 2022!! So to summarize, I ******************************************* have been forced to make double payments for 2 consecutive months and Intrust Bank will not reimburse me until 3 MONTHS AFTER THE FACT...Ludicrous. Except for Daniel and Jan (last name unknown), no one from Intrust has given a ************ about correcting this situation. Supporting docs available as needed.

  

  Business response

  09/20/2022

  Business Response /* (1000, 8, 2022/09/02) */ Dear Ms. *******, Thank you for the opportunity to respond to your concerns regarding your loan account with INTRUST Bank. We understand your frustration and have taken steps to resolve this situation to your satisfaction. A check we mailed to you on August 1, 2022, for the reimbursement of a duplicate loan payment made in July, did not arrive in a timely manner. To avoid further inconvenience to you, and ensure you received the funds quickly, we contacted you to confirm your account information so we could send you an electronic payment directly to your bank account. The electronic payment was sent on August 26. We have canceled a previously scheduled automatic loan payment from your *********** account, so a duplicate payment does not occur going forward. We strive to provide excellent customer service every day, and in this situation, we fell short of your expectations. Please accept our sincere apologies. We have reviewed our processes and procedures and identified areas of improvement that will help us avoid a similar situation in the future. Thank you for your business and we look forward to continuing to serve you. Sincerely, Andrew ******** Customer Service Center Manager Consumer Response /* (2000, 13, 2022/09/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Intrust Bank responded in a timely manner and corrected the situation as summarized in their report from Sep 2,2022. I am grateful for the effort put forth by Melissa to resolve the complaint quickly

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********************************** advised the financial institution which held the loan on my vehicle, InTrust Bank in March 2022. I went to make the payment July 2022 and July 14, 2022 they made me make a payment of $******** or the manager Harvey or Harry can't remember which stated the vehicle would be repossessed, I went to make the July payment and yes it is late but I still am not working full time and informed them of this, but instead of accepting the payment they said they were going to repossess the vehicle. I could see it if I had been a poor pay master concerning this loan. I have not. I got behind ***********************************************************************************. I have tried to speak with someone else concerning this loan to not avail. I even went into the *************** branch of this bank and would you believe on the wall they had a poster which read, "We deal with people, not businesses." I was a quote from one of their founding members. I have never had a vehicle repossessed and after complying to their payment terns, and they knew I would be late as I told them as much, I even believe they should have recorded soundtrack of each time I spoke to their agents. I do not want to lose my vehicle now that they have caused all this emotional distress I feel they should correct their actions.

  

  Business response

  09/09/2022

  Business Response /* (1000, 5, 2022/08/12) */ Dear Ms. ***, INTRUST Bank received your complaint regarding your auto loan account with us. As we understand, you believe INTRUST should allow you to keep your vehicle. You have made us aware of the reasons you are not able to make payments that will bring your past-due loan account to current. We acknowledge your concern and have, in good faith, provided you with several opportunities to bring your loan account to current. You entered into a loan agreement with INTRUST Bank on 6-24-2020, which allows INTRUST to retain the vehicle if you are unable to make the loan payments. Your loan has been past due several times in 2021 and in 2022. On 5-10-2022, we first requested that INTRUST take possession of the vehicle. On 7-14-22, you made a payment to bring your loan account to current. At that time, you spoke with an INTRUST Bank manager who thoughtfully considered your situation. He offered to halt the repossession of your vehicle if you continued to make payments on time. However, your account became past due again on 7-20-2022, and remains past due. On 7-25-2022, you requested that INTRUST Bank stop all communication with you, and we complied with your request. On 8-4-2022, you contacted INTRUST to let us know that you could not afford to make your loan payments. To resolve this issue, we request that you voluntarily return the vehicle to INTRUST so it can be sold to pay down the loan balance. This will allow you to move forward in finding an affordable transportation option. Thank you for the opportunity to respond to this complaint. Please contact me at ************ if I can answer questions or assist you in resolving this matter. Sincerely, Harvey ****** Manager, Loss Prevention-Centralized Collections Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The information provided by Harvey ****** is untrue. I went to make the payment at the *************** branch July 25th and Intrust Bank refused to accept the payment. I did not tell anyone in your department on August 4 that I could not afford to make the payment. These calls are supposed to be recorded and I would like to hear myself say this. I have reached out to speak to Harvey ******** superiors but no one has taken the opportunity to speak with me. Business Response /* (4000, 11, 2022/08/25) */ Ms. *** - On 8-12-2022, I spoke with you on the phone and you agreed to return the vehicle to us. INTRUST Bank received the vehicle on 8-17-2022 and it will be sold to pay down the balance on your loan. Thank you for your cooperation. If I can answer any questions, please call me at ************. Sincerely, Harvey ****** Manager, Loss Prevention-Centralized Collections Consumer Response /* (4200, 13, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Intrust Bank took $******** from me on July 14, 2022. When I go to make my regular payment, they refused to accept the payment. Yes, I have been late a couple of times with my payments ********************************************************. But the payments were made. Intrust Bank founder stated they deal with people, not businesses. If that is how you deal with people, I never want to do business with Intrust bank again. Intrust bank does less than reputable business.

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