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:03/06/2025
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.
Our company has business account with ****. We were victims of sophisticated fraud and MACU refuses to protect us against any charges older than 60 days. We asked them to cover 3 more months as this fraud since it went undetected and instead of offering solutions, we were lectured by their fraud employee ****** and his supervisor ******* about how its our fault because we didn't notice it sooner, despite knowing this fraud was sophisticated and executed over 5 months. **** does not care or protect their business clients. I asked for someone higher up to speak to but like typical low level employees they refused. I hope someone in **** with some authority can reach out to us.If not, we will be uprooting all of our accounts and going another institution that offers more protection against fraud.
Business Response
Date: 03/07/2025
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: 03/07/2025
Complaint: 23031020
I am rejecting this response because they have not contacted me regarding this issue. I understand they said it would be 4-5 business days but until then, this response does not solve the issue.
Sincerely,
****** *****Business Response
Date: 03/17/2025
We thank you for being a member of the Credit Union and for the opportunity to address your concern. Based on our records, a Credit Union representative made contact with you on March 12, 2025. If you have any additional questions or concerns, please contact us at **************.
Initial Complaint
Date:02/17/2025
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.
In December I was two months ahead on payments. I made a payment in December. I skipped a payment in January. Now I’m being told I’m a month behind. They won’t give me a straight answer. I just want them to give me the credit for the past payments that were made.Business Response
Date: 02/24/2025
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: 02/25/2025
Complaint: ********
I am rejecting this response because:I’m still out $600. This credit union has done NOTHING to help me. They seem to be hell bent on screwing me over!
Sincerely,
**** *****Initial Complaint
Date:02/15/2025
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 am not liable for this debt with mountain america credit union, I do not have a contract with Mountain America Credit Union. They did not provide me with the original contract as requested.Business Response
Date: 02/20/2025
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:02/14/2025
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 an account that shows no records of me closing it or even canceling things, no calls or anything. I lost the card after ********************************************* it was lost but there were charges on the card that werent mine. Now its a charge off on my credit when I assumed the account was closed. I reached out in 2024 and today (02/14/2025) trying to figure out why this account wasnt closed !Business Response
Date: 02/20/2025
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:01/30/2025
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 a home equity loan the week of Jan 25 2025. After going thru the application process and having no issues with credit we were informed our loan was denied due to the road we live on full time all year long is "privately maintained" this is the actual wordage from the lender. "Thank you for confirming. Unfortunately, per my management team, we are unable to proceed with the application due to the road being privately maintained as we would consider the property inaccessible year round."
"Inaccessible year round even though we live there year round.? This is an absolute joke and is unacceptable. We were never told that our location would be an issue. They have ruined our credit for at least 2 years by doing a hard pull of our credit reports. In my opinion this is discrimination by definition and a violation of the FTC-ECOA. I'm glad we saw this lenders true colors before entering into a financial agreement with them. I want the hard pull inquiry removed from our credit reports and an explanation to why this information wasn't disclosed prior to the application process.Business Response
Date: 02/03/2025
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.Customer Answer
Date: 02/04/2025
Complaint: 22880488
I am rejecting this response because:
After receiving a phone call on 02/04/25 the employee from macu claimed the information obtained about or road/property was from a third party. Apparently this third party came here. This is totally inaccurate, I have several security cameras throughout the property and would have been notified if a vehicle or person had been on the road. I pressed to get the name of the third party and was told I could not have it leaving me suspicious if what I was being told was truthful.
Sincerely,
Scott SwanerInitial Complaint
Date:01/19/2025
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.
Charged $142 for a ******* order that I was lied to about by **** eats delivery i contacted them and they would not give me anything back even though they lied about taking care of the charge. I contacted the bank and disputed and gave my reasoning and they refuse to keep the dispute refund permanently which i feel its unfair and caused my account to go negative for no reason.Business Response
Date: 01/23/2025
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:01/17/2025
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 am advising anyone who reads this to avoid doing business with Mountain America and especially the ******************. As a result of extreme and horrendous treatment, I am officially moving all of my accounts away from *******************************************************************************************. No customer deserves to be treated with such blatant disregard, disrespect and complete unprofessional manner for simply visiting to adjust existing accounts and open a new account.I visited the ***** Creek branch three times in one week to adjust business accounts and open a personal account. Each time, the branch had few or no customerstypically one or two at the walk-up counterand no wait for account services. Despite signing in as required, I was ignored on all three visits. The branch had no fewer than 78 visible employees each time, yet none acknowledged me. The neglect was so blatant it felt intentional.On January 15, 2025, I signed in, and the system indicated "ZERO wait time." There were four employees at the counter and staff in almost every bay, none assisting clients. After 20 minutes, I finally approached an employee at the walk-up counter, explaining my prior experiences. His response was shockingly unprofessional: "Then why do you keep coming back, and why would you want to open an account here?"As a long-time customer with two business accounts and two personal accounts, I was appalled by the lack of care and professionalism. I left the branch without receiving assistance for the third time, choosing to leave rather than escalate the situation further.I urge Mountain America Credit Union and the BBB to review video and audio recordings from the branch on January 15, 2025, to confirm my account. The consistent neglect and dismissive behavior from this branch are unacceptable. As a result, I am closing all my accounts and moving to another financial institution. I am submitting this complaint to ensure others are aware of the poor service and to hold the branch accountable for its actions.Business Response
Date: 01/23/2025
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: 01/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have since received phone calls from the branch manager and corporate managers assuring me that full investigation and action to rectify the situation will be taken. I did go back to the branch out of necessity on Thursday 1-23-25 and my experience was night and day over my previous experiences in the complaint. It shows they are taking this serious and at minimum taking action to rectify the customer experience. I will wait to see what final action they take per my conversation with corporate manager before deciding what to do next. They have been given a window of time to rectify the situation accordingly and for me to find that this resolution is satisfactory to me. For now I am satisfied they are taking the necessary steps.
Sincerely,
******* ****Initial Complaint
Date:01/17/2025
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.
Hi Nov 2024 A1 ac company scammed me out of ****** they did not fix the garage it is not working. I requested they come back they scheduled for another appointment had me waiting all day didnt show up. The bank did not even try to get permanent credit on this scam company. I asked the company for refund and they said they would get back to me never did. Also want any overdraft fees waive the bank added I just want my refund this is a bad bank they dont care about customers they have heart of stone. When I get this resolved I will get another bank that protects their members not lets companies scam them .Business Response
Date: 01/23/2025
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: 01/23/2025
Complaint: 22826586
I am rejecting this response because: Hi they have done nothing to resolve this issue the only way is to provided the permanent credit and fees for ****** that will be the only thing to settle this issue they let a company that did fraud to me get away with it.
Sincerely,
***** *****Business Response
Date: 02/10/2025
Thank you for the additional comments you provided. In your message, you indicate that the credit union has not resolved the matter. We found that the Credit Union called on three occasions to follow-up with you regarding your concern, without success. If you would like us to provide information regarding the matter, please contact us at ************** or **************.Customer Answer
Date: 02/10/2025
Complaint: 22826586
I am rejecting this response because: they did not contact me respond at all give me a refund plus fees they charged me and have them email me and I will respond back to them I am looking for refund nothing else. Email me at ********************* thank you ***** Brown
Sincerely,
***** *****Business Response
Date: 02/11/2025
Thank you for the additional information you have provided. On February 11, 2025, the credit union sent you an email regarding your claim. If you have any additional questions,please contact the credit union by replying to the email or by calling the number referenced in the email. Thank you.Customer Answer
Date: 02/12/2025
Complaint: 22826586
I am rejecting this response because: they sent the same garbage they did before they never tried to get the money back when they knew they are scammers took the money never fix the garage. This is bad bank they dont want to help members and they are on behalf of scammers that rip off their customers. I will be researching finding another bank that is willing to protect my rights I wouldnt recommend this bank to nobody there a waste of time .
Sincerely,
***** *****Initial Complaint
Date:01/03/2025
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.
On January 1, 2024 my access to my account was blocked. It started with me being unable to transfer any Zelle funds or transfer to my linked bank account (in my name). I have over $5000 in limbo and I am unable to pay my rent on time.
My account was flagged for reasons unexplained to me. I have called multiple times for resolution and they keep extending the deadline. There is no security or fraud line that I can call when account is flagged. They keep quoting me at 72 Business hours. That's 6 days for any kind of access to be restored to my account, without explanation. This is a failure at multiple levels. Why I am I being flagged for simple transactions, then blocked out of my account completely.
This is the worst experience with any bank.Business Response
Date: 01/03/2025
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:12/18/2024
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.
Over thanksgiving break my debit card through mountain American credit union was charged for over 2600 dollars of fraud charges. All charges were committed in midvale and ************ ****. We live in ************* and over the five days of fraud I was in **************, and also working with no way of being in **************** at all. I have proof of being at work with a signed letter from my manager and medical charts proving I was working at revere health urgent care in ***** **** for 3 of the five days and the other two days I was with family in ************** for thanksgiving. Ive reached out to the fraud department at mountain America multiple times with the fraud. They did their own investigation and determined it had to be me. Even after proving my locations and time frames that dont add up they claim there investigation is finished and there is nothing more that can be done. Ive exhausted all options and after multiple rude and unprofessional calls to the fraud department and after being called all but a liar ( even with proof it was not me) I requested the information they used to determine the fraud was not fraud and they will give me no information at all. Ive reached out multiple times trying to get the information they clearly state on there emails they will send upon request.Business Response
Date: 12/19/2024
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.
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