Service-Related FAQs

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

A. Yes, log into Digital Banking, open "Move Money" for options, 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 moving, sending or 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.

You can also use Digital Banking to initiate the request. Simply log in and click on "Checking Services" under the "Tools" section. Or, you may also use the "Message Center" to reach us.

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 reset my Digital Banking password?

A. The easiest and most convenient way to reset the password is to click on “Forgot Password” under the login box on the itcu.org website. Follow the prompts and you’ll have a new password in no time.

However, if you have issues or questions, you are welcome to talk to our Contact Center staff at (800) 337-3328, during normal business hours. If you are not locked out of Digital Banking but desire to change your password, log into Digital Banking, click on "Tools," then "Settings," then "Security." You should see the option to update your password there. The change will be immediate.

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 "Money Movement," select “Scheduled”, locate the specific transfer you wish to cancel and click on the ellipsis (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 "Move Money," select "Pay Bills" and look for the cancel button when it opens.

Q. Do you offer Notary Services?

A. We do; Notary services are free for ITCU members! Just visit our appointment scheduler and select "Other Services" from the "Branch Member Service" menu.

For additional information, you can also visit our Notary Services page, or reach out to our Contact Center.

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 Rewards 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 have a related fee.