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Complaint Details
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Initial Complaint
10/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We applied for the mortgage loan with MACU through Erin F. back on August 16, 2022 and submitted all documents by 9:08am and the rates were set to 5.0%. On the 19th, we heard that she would be sending initial disclosures over that weekend. We did not receive them. I called her on Monday the 22nd, and she had to pull it up to work on it. She sent initial disclosures on Tuesday, the 23rd, with a higher interest rate than when we submitted our application. We had questions about it, like why the 30-year conventional loan went to 5.25% but she wasn't able to get to us until Wednesday afternoon. "Have some other fires I am trying to put out" she said. Then, to make the numbers "work" she had to switch it to an ARM loan. Any other branch of MACU or any other reputable bank for that matter would try to lock in that rate for clients as soon as possible. I have since tried to lock in a rate at a different bank sending the same documents that were sent to MACU and had my rate locked disclosure in 6 hours from when I submitted my application and documents. My next issue was the discount rate I was promised by the rep that set up my checking account, Mikale. She promised me that by setting up a checking account at MACU, that I would get a 0.25% discount off our mortgage rate. That rate discount doesn't exist according to Erin and is a false marketing strategy to get more checking accounts through the Credit Union. By this time there is no way we are closing on time with this many issues. We convinced the sellers to extend a few days and decided that we would try to resolve this with MACU after closing. I have spent hours on the phone with customer service since then and most of that time has been on hold being transferred between departments and nothing has been resolved. MACU needs to honor the original rate and term of our loan and cover the closing cost if a refinance needs to happen. They also need to hire more loan officers for the Twin Falls branch.
Business response
10/12/2022
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 72 hours 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
10/05/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Mountain America is reporting an account on my credit file that is not mine. This account is my moms and we have similar names and our SSN are just one number off. I need this account removed from my credit file. I have been disputing this account for a while with no responses. Please remove this account from my credit file ASAP.Business response
10/12/2022
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 72 hours 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
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today is September 22nd 2022. Within the last week my mom transferred money from her mountain America account to my mountain America account to help me out. This money was to be used for gas money for work to get to and from work as well as my work vehicle which I used to deliver the mail and also get lunches for myself and groceries for my children. I have a short-term loan with them that I am behind on payments on because I was not at work for approximately one month due to some I'm going issues I had attempted to call and communicate with mountain America regarding. Yesterday I went to fill up my work vehicle so that I could deliver my route and discovered that my debit card had been frozen. When I contacted mountain America they told me why that they had Frozen my account because I was behind on my loan payments I spoke with a gentleman by the name of *** and explain to him that I needed that money to be able to work that day that I would be getting caught up on the loan once I had a paycheck that would be direct deposited into the account. *** informed me that he would unfreeze my card for about 20 minutes so that I could get gas and continue with my work day. So I went back to the cash register attempting to make my purchase and was still not able to. So I contacted mountain America again. This time I spoke with a manager at which point I was too upset I can't remember her name and again explain to her I needed access to that money so that I could continue work get a full paycheck that would be direct deposited and she refused to unfreeze my card. The money still sitting in the account it has not been applied to the outstanding loan yet they won't allow me to have access to my own money. It makes absolutely no sense I understand I am behind on a loan payment however if I can't have gas money to get to work and earn a paycheck how am I supposed to get caught up? And the money hasn't even been applied towards my loan!Business response
09/26/2022
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 72 hours 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
09/26/2022
Complaint: 18116232
I am rejecting this response because: this seems to be the generic response that they give everybody that files a complaint which tells me an actual person hasn't even looked at it. Also I believe it said they would be in contact with me within 72 hours so that's another 3 days that I'm not able to go to work or buy groceries for myself and my kids because they're holding money that my mom sent to me to help out.
Sincerely,
*********************Business response
09/27/2022
Dear ********************* -
Thank you for the opportunity to address your concern. I reviewed your complaint and requested for you to be contacted within 48 -72 hours; however, subsequent to that, I reached out about having somebody contact you today, September 27, 2022.
Thank you!
Initial Complaint
09/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Online services with MACU belligerently refuses to release ***** funds sent to me and my account. The credit union inexplicably claims its Zelle holding funds and ZELLE corporation affirms they are not a deposited funds holder nor clearinghouse and that establishes MACU is ignorant of the ************* as well as criminally without legitimate funds for no reason. My funds sent to me by a long established friend is for $350 and it was sent at 10:37 yesterday morning of 9/15/22, and still hadnt posted as advertised or promised as an immediate deposit.Business response
09/16/2022
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 72 hours 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
09/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
**** has ignored all emails sent to them requesting updated statements on all active accounts. I have no clue of my balances owed or paid. I have requested several times for statements to be mailed to my address. It has been months since I actually received statements by mail of all active accounts that I currently still have with them.Business response
09/16/2022
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 72 hours 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
08/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had a very small car loan with MAC < 10K. $140 a month payment. I always paid months in advance. They then switched to a new payment system and the process wasnt as easy, they did not have my home address, they attempted to call apparently, but I did not receive any nor did I receive an email. They REFUSE to work with me at all in the credit reporting they did. My credit went from over 800 to under 700 overnight because of this. I have called them several times, but they still deny ANY reconciliation. I recommend staying FAR FAR away from this lender.Business response
09/06/2022
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 72 hours 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
07/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I checked my credit report and noticed I had late payments from MOUNTAIN AMERICA FCU. At the time, I was transitioning between jobs and going through an economic hardship. As you can see, I have made most of my payments on time so I am asking in goodwill faith for this one time to please remove these late payments from my account. I am trying to increase my score to qualify for a mortgage and I would greatly appreciate if you guys would forgive the late payments.Business response
07/19/2022
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 72 hours 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
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had an account with MACU for over 8 years. Not until last week have I had any issues with any verification process. Now I am unable to access my accounts because I can't get past the verification page which constantly comes up every time I try to log into my account. According to the service department there is no way to avoid this page or get around it. This is an example of the idiocy customers have been putting up with from MACU. Since I cannot access my accounts there is no reason for me to continue as a customer with them. This is also a prime example of why anyone with any common sense will not tell MACU to shove it. They are always doing things which cause customers issues but as long as they get what they want that's all that matter to MACU. I will never recommend them to anyone and if I hear someone considering them I will try to talk them out of it. I've never seen a company treat their customers this way and it makes me wonder how they stay in business.Business response
07/18/2022
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 72 hours 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.Business response
07/22/2022
The Credit Union is deeply committed to keeping our members data safe. The reason that the Credit Union uses multi-factor authentication is because it adds an additional layer of security when using the online banking platform. Due to these reasons the Credit Union is unable to remove the multi-factor authentication from online banking.Customer response
07/27/2022
Complaint: ********
I am rejecting this response because: Regardless of the amount of security a business attempts to implement there will always be someone who will get through that security. The only people you are causing trouble for is your customers. I have personally never had anyone breach my account mainly because no one know anything about my login information or my character enough to have any idea of the type of information I might use. If you were to dig deep enough with the people who are claiming they had someone breach into their account they could probably tell you who it is. People do not keep their information private enough to keep people from getting into their accounts. You don't through away a barrel of apples because you find a few rotten ones. Same with your unexplained security measures, you don't punish all of your customers because some of them can't keep their information to themselves.
Sincerely,
****** ******Initial Complaint
07/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mountain America is rude dont care about fraud, I had my ID stolen, my wallet stolen, I filled out a police report when I noticed mountain America was on my credit, I talked to the fraud department it been 6 months they called me last week saying it will be off my credit report in ***** days, she thej called me today saying she is denying the claim, she lied was vary rude didnt care at all that this accounts and loans isnt mine and that she promised it would be taking care off and removed. She even admitted today that she said that, I asked for her manager he was vary rude, didnt care and said he isnt changing anything and was vary vary rudeBusiness response
07/14/2022
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 72 hours 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
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since my direct deposit has gone to my savings account this entity started to hold $ ******************************************************************************************************Business response
07/07/2022
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 72 hours 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.
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124 total complaints in the last 3 years.
49 complaints closed in the last 12 months.