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Business Profile

Credit Union

Mountain America Federal Credit Union
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Mountain America Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mountain America Federal Credit Union has 105 locations, listed below.

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    Customer Complaints Summary

    • 147 total complaints in the last 3 years.
    • 59 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have applied for auto modification loans( AL94444574, KG53930785) with Mountain America Credit Union on June 6th. I provided all documents and verifications for them to process my loans. I just called to see the status of my loans and I was told I need to go into the branch to take them two forms of identifications. At the moment, I am working on a important project with my job and will not be available until mid-July or the beginning of August. I was told that this is the only way to process my loan and I need to reapply which will put me in a financial strain with my loans and possible auto repossession. This is not my first modification loan I had with MACU and I was never told to go into a branch for loan approval. I was able to submit all my documents and identifications through email.

      Business Response

      Date: 06/18/2025

      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 Answer

      Date: 06/20/2025



      Complaint: 23481775



      I am rejecting this response because:

      I need a solution at the moment, my vehicle could be repossessed if the modification loans are not approved.  Five days is too long for solution.

      Sincerely,



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

      Business Response

      Date: 06/24/2025

      Thank you for continuing to take the time to communicate your dissatisfaction with the service you received from Mountain America Credit Union. A member of the Credit Union's support team attempted to contact you on June 24, 2025 at approximately 11:35 a.m. mountain time and left a voice message. Please give one of our agents a call back at ************** at your earliest convenience to discuss next steps regarding your concern. Thanks! 

      Customer Answer

      Date: 06/25/2025



      Complaint: 23481775



      I am rejecting this response because:

      I called and was told I still have to come into a branch and my modification loan is going to to cancelled.  This is very unacceptable when I have emailed you two forms of identification. 



      Sincerely,



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

    • Initial Complaint

      Date:06/02/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had over 30 thousand go missing from my mountain America account . I went into the branch many times they told me they could not help me and to call the customer service line. I called the customers service many times about charges they could not help me with , couldn’t even help me dispute or tell me the other charges they then told me to contact a financial advisor who said they would be able to help me , the financial advisor then said he would not be able to deal with this issue, I went back into the branch a few more time just kept going in circles with them . Now they are after me for collections . Either the people at the branch stole my card number and made unauthorized transactions after I deposited a large amount or something else is going on to where the refused to help me figure what happened to my money the past year. The 30k was not taken out in one sum it was taken out in many unauthorized transactions . After noticing all my money was missing and trying to figure out what happened mountain America would not help me . I’ve been going through a ton of medical issues at the time and when I noticed the missing funds I help from mountain America constant circles and threats from them .

      Business Response

      Date: 06/03/2025

      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

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was calling for help about my account when calling sat on hold over 40 mins .. just for them that can help .. when I ask to have my account closed

      Business Response

      Date: 05/28/2025

      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

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Me and my wife had money stolen from us through fraud, the fraud department didnt look hard enough into the issue to declare it fraud and they didnt pay us back, we had a detective look into it and its been confirmed that it is fraud but they will not issue a refund over the negative balance Its my wife bank account information her phone number is ************ her name is Madison ******

      Business Response

      Date: 05/16/2025

      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 Answer

      Date: 05/22/2025

       
      Complaint: 23332767

      I am rejecting this response because:

      You reached out to me and determined that it wasnt fraudulent activity, the police had reached out and said the other victim of the crime was found fraudulent, thus you told me it wasnt fraud because the other was confirmed not me, Ill be closing my accounts and will no longer service with Mountain America, *** had an account since I was a teenager, used for a long time, but the fact they can pull into the negative without question is unacceptable 



      Sincerely,

      **** ******

    • Initial Complaint

      Date:05/08/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I, ****** *****, am not liable for this debt with Mountain America Credit Union because I do not have a contract with Mountain America Credit Union nor have they ever provided me with an original contract.

      Business Response

      Date: 05/12/2025

      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

      Date:05/05/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a card that was no longer valid due to the date expiring... over the course of the week on several attempts... was denied.

      Then they let a merchant use the card to overdraft my account, even though the card was expired and no longer valid. I will not pay this 25 dollar fee.

      Then prior to that overdraft I had an item from another servicer that was under the 20 dollar threshold alotted for over draft that was assessed a 25 dollar fee. I will not be paying this either. I called in to get this squared away and your tellers in the branch act like I am taking money out of their pockets. I dont appreciate the hassle or attitude. This one is on you.

      Business Response

      Date: 05/05/2025

      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

      Date:05/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called to request change of address. The robo-assistant (which is terrible. Why in the WORLD do you have keyboard sounds playing with an automated system??? It's honestly insulting to your customers' intelligence and is incredibly annoying) insisted that I update my address with it. I begrudgingly do so, and my address appears updated on the website and the app.

      A few weeks go by, and my card declines when buying something online when I use the new address. I call the CU, get through the million prompts to get the stupid robot to shut up, and finally speak to a real person who insists the address on file is updated to the new one, but will check "the other system" (why in the world are there two separate systems???), and lo and behold my address was not updated with Visa (according to the rep, sometimes the system "glitches" and doesn't update. Any system that is known to "glitch" so often should be fixed, especially when it deals with people's money...).

      I confirm with the CS rep that my address is changed, and also double check that my new card will be mailed to the updated address, and that it hadn't been sent out to the old address yet. She confirms multiple times that my address is updated (I read it to her, have her read it back to me, spell out the street name, etc) and she also says they were still weeks away from even beginning that process, so I have nothing to worry about...

      WRONG. My new card is mailed to the old address. After trying to change my address TWICE, and confirming over and over again that the new address is in fact updated, they still mail the card to the wrong place. Completely unacceptable.

      Business Response

      Date: 05/05/2025

      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

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      4/16 auto loan MISREPRESENTATION and MISLED on down payment transaction type. WAS NEVER DISCLOSED it was a cash advance resulted in incurring 5% extra fees. The representative was ****.

      Business Response

      Date: 04/21/2025

      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

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      MACU Failure to POST SSA RETIREMENT BENEFITS on time they are due to post into member accounts. Also failure to show *** Benefits pending as was done in the past and is the correct procedure for funds awaiting deposits from ***********.

      Business Response

      Date: 04/21/2025

      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

      Date:04/08/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/25/25 I put an online application to open a savings account in order to open an ** advertised at 4.89% APY. It stated they would contact me. I called in 2 days later to say no one has contacted me and to be transferred to that **** and was told someone would call me back. On April 1, I received an email asking for me to call **** ****. I called in right away and had to leave a message. Ms. **** called me back April 3rd. She said the reason for the call was to verify who I was and to complete the application. Also she told me that the ** rate had changed to 4.17%. I told her I had put my application in while the rate was still in effect and it was not my fault that no one contacted me to complete the application and that they should honor the rate. She said she would put in a feedback for me, she also thanked me for not being upset with her as she had 30 more people to call to inform them of the change. She is a very nice person and it is not her fault that the advertised rate was pulled and that they were not honoring the rate for people waiting to be contacted by them. I believe this is false advertising. I applied to open the account and was told someone would contact me and they took too long to do that. I want the ** rate that was in effect at the time of my application. I also requested them to contact me through their feedback line and have not heard back from them. Thank you

      Business Response

      Date: 04/08/2025

      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 Answer

      Date: 04/13/2025

       
      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,

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

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