Complaints
This profile includes complaints for Mountain America Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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.
Initial Complaint
Date:02/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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 bought a used car in June, 2022 and financed it through Mountain America Credit Union (acct. #************). My first payment was due on August 2nd, 2022 which I made using Bill Pay from my US Bank account (#************). On or around the 11th of August I received a Late Payment notice from Mountain America. I checked my US Bank account and confirmed that the payment had been debited from my account on 8/2/22 and contacted Mountain America. They claim to have not received it.
I then contacted US Bank and they claimed that, yes, Mountain America had received it and then gave me a confirmation # (**********), Trace ID# (*******************) and a debit trace # (*******************). Mountain America could find no record of receiving my payment under any of those numbers. I then contacted US Bank to reverse the charge but they declined saying because instead of sending a physical check, the payment was made electronically directly to Mountain America I would have to get the funds back from them. Mountain America told me that they didn’t have the money & that I would have to get the funds back from US Bank.
I was able to initiate a 4 way call with myself, a US Bank rep., a person from US Bank’s bill pay service (Fi-Serve) and someone from tech support at Mountain America. In the end, it was agreed between US Bank & Mountain America, that US Bank would issue a “revoke”. On 9/12/22 I received a letter from US Bank denying my claim telling me that I would have to pursue it with Mountain America.
The payment was made on 8/2/2022 in the amount of $200.46.
I have since been trying to resolve this on my own with these banks but have gotten nothing but a run around with each company blaming the other. At this point I need help and am not sure who to contact. I’d just like to either get my money back or get credited for the payment.
Business Response
Date: 02/02/2023
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 Answer
Date: 02/04/2023
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
Date:01/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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.
******** my Chase account to Mountain America Credit Union by providing Mountain America Credit Union with my online credentials for chase on Sunday 1.15.22. ***** confirmed correct account ending in ***** was linked. I then initiated transfer of $7,000 from Mountain America Credit Union to Chase and Mountain America Credit Union transferred money elsewhere to some random account ending in ***** which is not my account. Mountain America credit Union sent money to some random account number that I never even provided and now they dont even let me talk to their supervisor or help in any way find the last money I had. On top of that there was a fraudulent $350 charge on my credit card with Mountain America Credit Union and I submitted the claim for it on Sunday **** and now they tell me they dont even have the record of my claim neither they credited my account. It feels like mountain America credit Union just stole $7,350 from me and dont try to help in any way to recover my money. I am at the point of mental breakdown.Business Response
Date: 01/18/2023
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
Date:12/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 want my money back from an appraisal that **** knew was on a home that the title company told them could not be sold dye to an easement issue. MACU insisted that I pay for an appraisal all the while knowing that the house couldn't be sold. I want my appraisal money back!!!!!!I have been in therapy for PTSD and have been unable to function or work, let alone file complaints against cheating, lying and greedy MACU.Business Response
Date: 12/05/2022
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
Date:11/22/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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.
My Daughter has a student loan with Mountain America and i am a cosigner. The original payment for the loan was 60 dollars in 2015. this payment was being made on time every month on time by direct payment. At some point the payment changed to 95 dollars and my Daughter nor Myself was ever notified of this changing. Now the payment is still being made but is short 30 some odd dollars. Mountain America then reported to MY CREDIT REPORT that this loan is 60 days late. This has reduced my Credit Score by 200 points. THIS IS NOT RIGHT. I have NEVER been notified by Mail or other means that this account is past due. When i called the service center yesterday i was treated very rudely saying i should have watched this account and it was all my fault. The person i talked to told me that there were late notices sent out to my home address multiple times which is totally not true . We have never received anything in the mail or phone calls on this account being late. I have always had a credit score of over 800 and now i am in the 600's. This is not right and needs to be corrected ASAP for my CREDIT SCORE. Why were we not notified about the increase ? The person i talked to a Mountain America said i should have known all this and was again very RUDE and Un-Professional about the whole thing. I need this FIXED ASAP. We are going to try and pay the loan off which is only like $2,000 dollars and is a Student Loan. This is a very bad way of treating your customers.Business Response
Date: 11/23/2022
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
Date: 12/13/2022
On
December 2, 2022, you spoke with a credit union representative. If your
concerns have not been resolved, please let us know. Thank you!Customer Answer
Date: 12/13/2022
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
Date:11/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 purchased two Lexus vehicles from MACU last year. I just received an appraisal for the 2010 Lexus 450h for $7227. It came back almost half the price I purchased it for of $13,000! There is no way this vehicle was valued correctly when I purchased it and I had no trade-in with negative equity. If this vehicle at the time was only worth $10,000 or less I would have refused to buy it for $13,000. My credit score and debt-to-income was in great condition during that time. I want both of my auto loans reviewed by upper management and if I overpaid for these vehicles I want a credit to my auto loan accounts.Business Response
Date: 11/22/2022
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 Answer
Date: 11/27/2022
Complaint: ********
I am rejecting this response because: I don't agree with the values of my vehicles.
Sincerely,
******** *******Initial Complaint
Date:10/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 a co signer on an rv loan with my ex husband. In my divorce decree, my ex claimed responsibility for the loan. He didnt pay for it, and filed for bankruptcy. Now, **** is attempting to collect on the loan from me, even though this was supposed to be my ex husbands debt. This has destroyed my credit rating. I have been in contact with MACU and the collection company and they refuse to help. MACU is attempting to collect debt that was already claimed in a bankruptcy and shouldnt have been my responsibility. I was told the loan terms superseded the divorce decree. This may be true according to your terms, however the right and moral thing to do is to not continue to destroy the credit of someone who shouldnt be held responsible. I am trying to avoid filing for bankruptcy, but if **** refuses to remove this from my credit, I will be forced to. I am disabled and am not able to pay $16000 to resolve. MACU should do the right thing and remove from my credit so I am able to move forward in life. I am being severely damaged by this situation and feel it is unfair treatment. Either way MACU will not be getting payment from me, as I cannot afford it, which means they can help a good person by simply removing this from my credit, or they will further set me back in life and force me to file for bankruptcy. The debt has already been written off by MACU which means removing it from my credit doesnt hurt them whatsoever. However, if they refuse to help, I am forced to file for bankruptcy which causes a great deal of damage for me and my family. Please help me resolve this.Business Response
Date: 10/26/2022
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.Initial Complaint
Date:10/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
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
Date: 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
Date:10/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
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
Date: 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
Date:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:09/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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.
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
Date: 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.
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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.