ComplaintsforMountain America Federal Credit Union

Credit Union

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
From April 18 to May 6, 2024, there were 17 fraudulent checks cashed totaling $29,411.17. The checks had forged signatures and made-up signatures. Mountain America Credit Union (****) should have never allowed these checks to be cashed. **** credited back our account $7,511.41 leaving $21,899.76 still stolen. During the time of April 18 to May 6, I was unable to see check images online on the **** website. Had I been able to see these images I may have been able to spot the scam sooner. I think **** should credit our account the full amount that was lost.
Business response
07/11/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Customer response
07/12/2024

Complaint: 21965371

I am rejecting this response because: Mountain America just responded that they would get back to me in 5 days. I'm just rejecting because BBB is requiring me to accept or reject MACU's response. I will await MACU's response

Sincerely,

*********************
Business response
07/18/2024
Thank you for sharing your concern with Mountain America Credit Union. On July 16, 2024, you had the opportunity to speak with one of our representatives. If we may provide additional assistance or you have any questions, please contact us at **************.

Thank you.
Customer response
07/25/2024

Complaint: 21965371

I am rejecting this response because: **** again says it will not make me whole from the nearly 30k that was fraudulently taken from my account due to fraudulent checks that were allowed to be cashed.

Sincerely,

*********************
Initial Complaint
07/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 14, 2022, an unauthorized account was opened in my name with MTN AMER Credit Union (Account Number: ************), reflecting a higher credit of $4,528.00. I did not authorize or open this account, and it has negatively impacted my credit score. Despite attempts to resolve this directly with MTN AMER Credit Union, the issue remains unresolved.
Business response
07/07/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Initial Complaint
07/03/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently found out that I'm a victim of identity theft after checking my credit report and noticing several accounts opened in my name without my knowledge. I immediately contacted the creditors to get proof of my authorization for these accounts, but I haven't received any evidence from them that shows I authorized or initiated these accounts. This lack of response from the creditors indicates that these accounts are not mine and were opened fraudulently using my personal details. Here are the specifics of one such incident from my credit report:Account Name: ********************************************* CRE Account Number: ************ Date Opened: 01/26/2022 High Credit: $3,196
Business response
07/03/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Initial Complaint
07/01/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took out a loan for around $4800 from Mountain America Credit Union. The initial loan was processed on a Sunday so I used my debit card for the processing fee. A couple of days later my wife set up an automatic withdrawal with them using my banks routing number and account number so that there wouldnt be additional fees. Everything was fine until I sold my home and went to purchase my new home and was told that I had a 30 - 59 day late report on my credit score and that my credit score was only at 637. A few weeks earlier it had been 720. They said it was from Mountain America Credit Union. My wife and I called them and they admitted that they could not see why the direct withdrawal had been stopped and why it had been reported at first. I later called them and found out that they had been withdrawing the payment using the debit card and not the routing number and account number. That particular card had been shut down due to a fraudulent charge. When asked why they werent using the routing number and account number, they said they were just using the card on file. They did not send us any type of notice prior to reporting us to the credit bureau. The email verification they have is dated 6/3, the same day they reported us. The one they say they sent on 5-3 is the same number. There was no notification at all. They used the wrong banking information to do the withdrawal and then when it didnt work, they didnt notify me and then reported me, ruining my credit and costing me several thousand dollars. They have refused to admit any wrong doing, nor will they help restore my credit
Business response
07/03/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Customer response
07/07/2024

Complaint: 21928099

I am rejecting this response because: this has now gone on for 4 weeks and needs addressed immediately! The loan has since been paid in full and I want Mountain America Credit Union to restore my credit. I had a perfect payment history with them and they have ruined my credit and refuse to take any responsibility for their failure to follow our payment agreement.

Sincerely,

***********************
Business response
07/12/2024
Dear ***********************,

Thank you for your recent comments regarding your concern associated with Mountain America Credit Union. We will provide you a written response with detailed information regarding the matter within 30 days.

Thank you.
Customer response
07/12/2024

Complaint: 21928099

I am rejecting this response because: as usual, now we are drawn out 30 more days. This loan has been paid off in full. When we were informed of the late payment, we paid $500 immediately, and then a few weeks later paid it off. I had a perfect payment history with them and one payment that they screwed up, ruined my credit. Now they are punishing me for paying off the loan in full. It was their responsibility to withdraw the payment by account and routing number and not by card number. 30 days is not acceptable.

Sincerely,

***********************
Initial Complaint
07/01/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Yes I have not ever had mountain america but I was sent to a collection agency and I called mountain america and they could not verify my account only thing they have is my name and social security number and I guess everything else is different I need it taking off my credit report
Business response
07/03/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Initial Complaint
05/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Mountain America is reporting a late payment on 5/24. During this time I had an assistant taking care of my finances and she was having a hard time getting into my account to make a payment. I was unaware of the issue until I noticed there was a new late reporting on my credit file. I paid off the past due balance immediately. I am asking that you please remove this late payment from my credit file as I was unaware I was late.
Business response
05/29/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Customer response
05/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
05/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid a charge of credit card in full in 2022. They are now showing it 2 times on my credit report that its in collections even though I have already paid it off. This has affected my credit score and because of that it has been impossible to be approved to buy a house for my family. I have reached out asking for it to be removed from my credit report since it is showing 2 times and not just once.
Business response
05/09/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Initial Complaint
05/02/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 31, 2023, my wife and I utilized our ***** for a specific purpose and promptly repaid it in full by September 13, 2023. However, a billing discrepancy emerged, leading to confusion and, ultimately, a late payment being reported.The issue stems from a disparity between the information displayed on the app's main screen and subsequent screens providing additional details. While the main screen consistently showed a zero balance, subsequent screens disclosed an interest only payment due, calculated weeks after the ***** was settled. This lack of clarity in the billing interface left us unaware of the outstanding payment for several months, despite our regular account reviews.Upon uncovering the oversight while reviewing our ***** account for a potential new draw, we quickly addressed the outstanding interest payment. Surprisingly, despite ****'s lack of communication regarding the outstanding payment and our proactive payment of the relatively minor sum, less than $150, MACU still reported three missed payments to the credit bureaus. This has had a substantial negative impact on our credit score.As 25 year patrons in good standing, we are baffled by their response. Despite our efforts to resolve the issue amicably, **** has taken a shockingly rigid stance, refusing to rectify the credit reporting. Their official communication contains inaccuracies regarding their obligations under the Fair Credit Reporting Act (FCRA). MACU asserts, "Ultimately, it comes back to MACUs need to adhere to the Fair Credit Reporting Act (FCRA). We are obligated to report a late charge if a given payment was satisfied more than 30 days after its due date." Which is patently false. However, they fail to acknowledge the error in their reporting. We have never missed a payment; this discrepancy primarily arises from a complexity within their system. It is disappointing that MACU, supposedly committed to serving its members, exhibits reluctance to engage in good-faith resolution.
Business response
05/03/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Customer response
05/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
04/20/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is my 3 rd letter through BBB ,I didn't receive any reply, I requested for my loan monthly amount modification, my regular pay 300 dollars each loan 2 loans 600 dollars, when I signed getting that time I have permanent job Amazon my wife also have work, I purchased home FHA loan ,i got the loan MACU for signature loan, and car loan 15 % intrest ,used for my home closing cost ,and home expenses, 600 dollars in 6 months paid after lost my job Dec 2022 . My wife also lost job ,last year I requested for my situation 150 dollars each loan ,2 loans I pay for 300 dollars on time ,not accepting, ask me to apply work out loan ,I did ask me to wait few weeks after they said your not qualified, recently ask again apply work out loan agin denied, instead of helping non profit this credit union send collection, credit bureau reporting, my mortgage commercial lender Rocket mortgage Company understand my situation, for 3 months very small amount only pay put me in Forbearance ,and 30 minutes approved, I received many loans many years even very high interest rate I paid off on time ,I need help and fix my issues, if I am in ***** directly went to MACU branch and solve my problems, my NJ state no MACU branches
Business response
04/22/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have my truck loan and HELOC with MACU, and have been happy thus far. There closest branch is about 100 miles away, but with being done online and with Docusign, it should not be an issue. As such, when we began looking for a Travel Trailer, they were the logical choice. I applied online last week, and they pulled my credit report and said they would get back to me. I finally heard back from someone today, wherein they had to ask the same info that was provided in my application, and then had to send me a link to upload a copy of my drivers license and take a live picture of myself, which I did, and then they then pulled my credit report, for the second time. Only then did they tell me that I needed to drive into the branch with 2 forms of ID to continue with my loan. Mind you, I have been an existing customer for years, and while I appreciate being careful, this is ridiculous to run me through all of this, pull my credit report twice, only to then tell me, I had to drive 100 miles to show ID. They wasted my time and adversely affected my credit report, which could have been avoided, had they simply told me this up front.
Business response
04/10/2024
Thank you for taking the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. We will be in contact with you within five business days to address your needs and provide the best solution available to resolve your issue.

We appreciate your feedback as it will assist us in providing a high standard of service to our members.
Customer response
04/11/2024

Complaint: 21550625

I am rejecting this response because: quite frankly, it does not address it. Its just you saying youll reach out to me. You do not acknowledge nor address, the actions that you took, that ultimately adversely affected my credit report, nor do you offer a resolution.

Sincerely,

*********************
Business response
04/17/2024
Thank you for providing your additional comments. We found that, on April 17, 2024, you spoke with one of our representatives who is working with you regarding your complaint. We thank you for being a member of the credit union and the opportunity to address your concerns.

Customer response
04/18/2024

Complaint: 21550625

I am rejecting this response because:

it is not a response and takes no responsibility for what was done and how I was treated.

Sincerely,

*********************

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary