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:09/11/2022
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.
**** 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
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.Initial Complaint
Date:08/29/2022
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 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
Date: 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
Date:07/19/2022
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 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
Date: 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
Date:07/18/2022
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 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
Date: 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
Date: 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 Answer
Date: 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
Date:07/13/2022
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 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
Date: 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.
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