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
08/22/2024
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 recently enquired about a card renewal on 8/14/2024. I was told it would be in the mail on 8/15/2024. I checked my mail on 8/21/2024 and it was not there. I called MACU to find out what was going on and was told the card was never produced because it had both my business and personal names on the card. I was also told no one was contacted about the card being stopped from being produced. The only way **** knew there was a problem was by me calling in to find out why I had not received my card. There are so many things wrong with what I found out about how this process works and had I not called there would still be no indication of a problem. Then today I received an email encrypted so I couldn't read it and also a phone call from customer service who then wanted me to verify my email they just used and I responded to. There are obviously so many things wrong with the structure of this business that I am seriously looking to move my accounts to someone who knows how to run a business where their customers are not paying consequences for administrations huge screwups. Then I get an email from *** giving me tracking information on the card I'm supposed to get which **** hasn't even processed yet? How can this even happen? This company seems to be full of incompetent people of very untrained people. This company needs to not only communicate with each other they need to overhaul some of their scripts and policies to be customer oriented. Its obvious their first priority is not customers.
Business response
08/23/2024
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
08/26/2024

Complaint: 22183471

I am rejecting this response because:
It is hard for me to understand why some of your customer benefits are made to be as complicated as they are. Most of my concerns have literally been turned into a mountain from a mole hill.
I understand there needs to be some type of security for customer accounts but on the flip side you have made some of the most mundane processes so tedious it turns out to be a drawn out
process and a huge waste of time. It feels like if you can control something you are doing it to your fullest power and then want to claim it as benefiting the customer, NOT. Some of the issues
customers have is because they didn't keep their mouth shut and didn't try very hard to hid the information needed to access their accounts. For those of us who keep their mouth shut and
don't mention to anyone how passwords are made, we rarely if at all have issues with out accounts. All of my issues are caused by MACU.

Sincerely,

M ******
Initial Complaint
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
bought a new car 08/6 had used a 0.25% x 2 off a new loan. the dealership said I would get the adjustment and I never did. onw was for my birthday and other was for my anniversary with macu
Business response
08/22/2024
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.
Customer response
08/22/2024

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
08/14/2024
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 opened a new checking account with my wife and deposited a check via the mobile banking app from my old account into my new account in the amount of $5000. The bank locked me out of my account and froze the funds for at least eight days. After spending Over two hours on the phone and in person providing information and credentials proving that the check was not fraud that it was written from myself to myself from one account to another bank refused to give me access to any of my money
Business response
08/16/2024
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
08/29/2024

Complaint: 22140600

I am rejecting this response because:
The business has not actually responded, they said they will reply in 7 days but have not yet sent a substantive response.

Sincerely,

*********************************
Business response
09/03/2024
We received your recent feedback regarding your complaint. We have reached out to the appropriate team to contact you regarding your concern. Thank you.
Initial Complaint
08/10/2024
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 was Mislead buy dealership they didnt credit me My entire down deposit they kept a 1,000$ and when I filed my recission letter America credit union has yet to refund my money
Business response
08/16/2024
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
08/01/2024
Complaint Type:
Customer Service 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 reviewed my credit report from TransUnion and found an account with ********************************************* CU that I did not open. I am a victim of identity theft and have filed a complaint with IdentityTheft.gov. The details of the unauthorized account are as ******************************** Name: MOUNTAIN AMERICA CU Account Number: [Not provided]Opened Date: 4/7/2023 Higher Credit: $36,666.00 I am requesting that this account be investigated and removed from my credit report.
Business response
08/05/2024
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
07/31/2024
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 have been given the run around for 3 going on 4 weeks now with mountain America federal credit union. I refinanced a vehicle with them and instead of telling me upfront that they needed more documentation they waited 500 days and bring that up like its my fault. They claim to have reached out to me and I have no record of any phone calls or emails from them regarding this. Ive received over 300$ in overdraft fees. And Im disgusted by this experience they wont lift the fees that were incurred by a situation they could have prevented by organizing proper documentation at the time of refinance or just calling me. If I could rate negative stars I would.
Business response
08/05/2024
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
07/29/2024
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 deposited a check with this credit union of around $1,900.00 on Friday July 26, 2024, and it has been on hold ever since. I called today to ask why it was on hold and now they are saying they do not see that this deposit was ever made.
Business response
07/30/2024
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
07/09/2024
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.

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

ComplaintsforMountain America Federal Credit Union

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary