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:12/10/2024
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.
Please let me explain.Two years ago on November 22, 2022, we each purchased a 24 month Mountain America CD. Following Thanksgiving 2024, I called Mountain America to discuss the next steps with our investment. However, the automated system said I would have a long wait, so I did not proceed further. When I returned home from traveling, I called Mountain America on Monday, December 2, 2024 and because there was again a long wait, I requested a call back. Because of these difficulties, we went directly to our local Mountain America site on Wednesday, Dec 4, 2024. . During this visit, we were told that our money had been reinvested and we would receive a $1,000 early withdrawal penalty. We were told that we only had a 10 day grace ******* and it was now 2 days beyond the grace ******* We were told that we had been notified by email and through the ****. However, that is not the case. I keep all my emails and searched without finding an email from Mountain America. In addition, we never received a letter from them. Even if we had agreed to an automatic rollover, this failure by Mountain America constitutes a breach of contract. I have talked to four different representatives at Mountain America who have denied my request. As Ive described, we would ask that Mountain America not apply this penalty because:-we were unaware of an automatic renewal condition -we did not receive an email or letter notifying us that our CD had reached maturity and we only had 10 days to make a change --we actually contacted our local branch within 10 working days My wife and I are in our 70's and believe that we may be treated this way because we are seen as older and consequently are simply told "no" rather than given consideration to our ********** we are asking is that since our CD reached full maturity we are able to withdraw it without a penalty.
Business Response
Date: 12/11/2024
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.Customer Answer
Date: 12/18/2024
Complaint: 22669272
I am rejecting this response because: I have not heard back from Mountain America and it has been more than the promised 5 days in which they said they would get back to me. This is an ongoing pattern with Mountain Americathey simply do not reply. At the Branch, I never received any follow up until I initiated it. After talking to Member Servjces, I was told I would receive a call back within 2-3 days. I still have not heard from them.
I would like to escalate this request to senior leadership at Mountain America. I would like to rehearse details to someone with authority and compassion.
Sincerely,
****** ****Business Response
Date: 12/19/2024
Thank you for your response regarding your initial complaint. Our records indicate a representative from the Credit Union attempted to contact you twice on 12/13/24 and once on 12/14/24 and left voice messages all 3 times. Please contact the Credit Union at your earliest convenience by calling ************** for further assistance. Thank you!Customer Answer
Date: 12/19/2024
Complaint: 22669272
I am rejecting this response because: I just called the phone number you provided. I spoke to ****** on Mountain Americas recorders line. He said there is no record of Mountain America attempting to to contact me and no updates to my account.Given this obvious inconsistency, communicate to me via email at ********************** Im looking forward to hearing that you have approved my request.
Sincerely,
****** ****Initial Complaint
Date:12/01/2024
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.
In the short time that i have been a member i have had to replace my debit card an unrealistic amount of times due to fraud. It is just my card, not my spouse. It has been a month and a half since i was in replacing my last card, in which i was not notified it was blocked prior to them blocking it. The stress and breach of my information somehow this many times isn't a coincidence. There is something going on internally.Business Response
Date: 12/03/2024
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.Customer Answer
Date: 12/03/2024
Complaint: ********
I am rejecting this response because: There has been zero answers provided to me by MACU up to this complaint, as to why my card has had so much fraud. "5 business days to contact me with a resolve." I have spent so much time in multiple branches to get resolve with vague answers. Now, after the complaint filed here, I'm miraculously receiving information via email about my MACU account. It is rediculous that it had to get to this point to be heard. There is an internal problem within MACU for this type of fraud to happen so much to a person.
Sincerely,
***** ******Business Response
Date: 12/10/2024
Thank you for taking the time to respond. Our records
indicate that a Credit Union representative was able to contact you on December
10, 2024 and discuss your concern. If you have any additional questions
regarding the matter, you may contact us at ###-###-####.Initial Complaint
Date:11/15/2024
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.
- loan opened on the 5th of November - loan officer requested a 10 day payoff - **** missed the 10 day payoff date - Sent without tracking so they have no clue where the check is - confirmed with other bank that it was not received - They told me they cannot reissue a check for 15 days and that I have to pay interest on two loans for one car during this time. Not willing to waive interest for their failure. (one employee and one manager)- told me there is nothing I can do and just have to wait and double pay on two loans for one truck - lied and said the funds already left there institution which is impossible since the other bank has NOT received payoff. - told me my only option is to sue themBusiness Response
Date: 11/20/2024
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.Customer Answer
Date: 11/20/2024
Complaint: 22562537
I am rejecting this response because: they have not reached out to find a solutions to not paying off myloan at the other institution.
Sincerely,
****** *****Business Response
Date: 11/21/2024
Thank you for the response regarding your complaint. We have reached out to the appropriate team to contact you regarding your concern and they will be in contact with you shortly. Thank you.Customer Answer
Date: 11/22/2024
Complaint: 22562537
I am rejecting this response because: Still not funds after I was told that the stop payment would resolve this within 48 hours. We are not 72 hours and 18 days into your failed refinance. Only acceptable move is close the loan and refund me the interest for not performing. I have filed complaints with ******, **** and the ***. Make this right.
Sincerely,
****** *****Business Response
Date: 12/02/2024
Thank you for the response regarding your complaint. We understand that you worked with one of our branch team members. We will continue to work on your concern and provide you a written response with any findings and/or actions we take. Thank you.
Initial Complaint
Date:10/22/2024
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.
Mountain America Credit Union has single-handedly destroyed my credit score.I started a **** account when I went to ****** to handle my out-of-country spending.Without any warnings, my credit score started dropping due to late fees filed by 1 of my MANY credit unions/banks. It was MACU.I quickly went on to try and set up automatic minimum account payments, but their app and website did not have a straightforward minimum auto payment! (Unlike every other bank on the face of the earth).The only option is to set up a reoccurring deposit of a fixed amount. Okay, but what if that fixed amount doesnt cover ALL of the minimum payment?Then they still take the reoccurring payment, PLUS tack on a late fee, PLUS report the account to the ********************** bureaus (all while still taking an auto fixed payment). (WHY not just let users auto-pay the minimum?!?)THEN they cancelled my ********** I suddenly had ***** outstanding balance, no available credit, no minimum repayment options, constant late fees, constant reporting to credit bureaus.They are so terrible, they cause SO MUCH confusion on what was being reported, what the principle was, what the minimum payment was, what the late fees were, which caused me to make payments that would only cover their fees, interest and part of the principle, which caused MORE late fees and MORE late payments reported to the credit bureaus.(I have successful experiences with several other credit unions that are way better than MACU).I then paid off my account balance, and they STILL keep adding to it, then tack on more late fees AFTER I paid the balance in full.For example, my balance was ******. I PAID the ******. The next week, I had a random new balance of $4.43. (That they would start adding late fees to AGAIN)Even after my account goes to zero, they STILL keep adding more late-fee-eligible balances, making it impossible to get rid of MACU, and without having a way to just pay the minimum balance due!Business Response
Date: 10/23/2024
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.Initial Complaint
Date:10/10/2024
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.
I am reaching out to request your support in resolving an urgent issue concerning two fraudulent accounts with *** AMER CU that have been incorrectly reported under my name. As a victim of identity theft, I have filed a formal complaint with ***************** and am now seeking your assistance in correcting this matter.The fraudulent accounts are as follows:Account Number: ************, Opened Date: 5/2/2023 Account Number: ********, Opened Date: 5/5/2023 I did not authorize these accounts, nor do I have any connection to them. Their presence on my credit report is causing undue stress and negatively impacting my financial stability. I am respectfully requesting the immediate removal of these accounts from my ********************** reportBusiness Response
Date: 10/15/2024
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.Initial Complaint
Date:09/26/2024
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 a 66 male Senior, Retired Disabled Navy Veteran and was going to make a purchase of a 2024 Trail Boss 1090K ID 40 account # ********** in March 20, 2024, during the installation of the Trailer Hitch, I had an onset of a Military illness "twice" and also had to make an Emergency Room Visit, I then realized that my **************** Illness would not safely allow me to do long drives, so I had to "CANCEL" the purchase within two weeks and cancelled the warranties worth $3,500.00, The sales representative was told ****** *., the onsite manager and Finance employee *** *********, I never took possession of the Trailer and the Trailer was resold on June 4, 2024, however Mountain America Credit Union still sent the payoff amount of $19,848.66 to *** ********* who then kept the full amount and Little Dealer Little Prices did "NOT" return the Hold Deposits of $4,000.00. Mountain America also put a lean on the Trailer and made a Fraudulent Lean with ***** Nexus Consumer Number #******* Case# *******, documents will be sent after scanning the documents.Business Response
Date: 09/27/2024
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.Customer Answer
Date: 10/01/2024
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:09/25/2024
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.
I had a frustrating experience with this credit union that I believe potential customers should be aware of. On 9/18/24, I reached out to open several one-year CDs at the advertised 5.25% APY. During my initial call, a representative assured me that I didn't need to rush, as the rates wouldnt change until the end of the month.I followed this advice and spent considerable time opening the account, only to find out later that the rates had changed unexpectedly. After multiple calls and speaking to different representatives, including a loan officer, I was consistently told that the rate was secure for another two weeks. However, upon attempting to finalize my accounts, I discovered that the rates had been altered, and I was unable to open the CDs due to a system error.The customer service I received was far from satisfactory. Despite the confusion, it became clear that there was a lack of training and communication within the organization. I was given incorrect information by several agents, which is alarming for a financial institution. While I spoke with a supervisor who acknowledged the issue, the final response I received was that they couldnt honor the original rate due to regulationssomething I find hard to **********'s disappointing to see a company unwilling to stand by their word or take responsibility for their mistakes. Excellent customer service should go beyond being friendly; it should involve doing the right thing, which this credit union failed to do.Business Response
Date: 09/27/2024
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.Customer Answer
Date: 09/30/2024
Complaint: 22336470
I am rejecting this response because: I will be waiting for the phone call. As I haven't gotten the phone call yet, I can't accept the response.
Sincerely,
Steven ChangBusiness Response
Date: 10/07/2024
Thank you for the response regarding your complaint. On 10/07/2024, the credit union found that you have been in communication with a representative and based on the credit union's findings, we believe your complaint has been resolved to your satisfaction. We thank you for being a member of the Credit Union and for the opportunity to address your complaint. If you have any questions, please contact
us at 1-800-748-4302.Initial Complaint
Date:09/14/2024
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.
Taking 28 minutes to verify an account is extremely disrespectful of customers time Cydney was unprofessional, disrespectful, incompetent, and it’s really terrible for your customers to only have the option of low level reps who are not competent to speak with our time is not valued there which means our money is not valuedBusiness Response
Date: 09/16/2024
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.Initial Complaint
Date:09/10/2024
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.
Mountain America is reporting late payments on my credit file. These lates are reporting on 5/24, 3/24, 1/24. These lates were an oversight. I have always made my payments on time other than in these occasions. I am asking that you please remove these lates from my credit file as a one time goodwill adjustment.Business Response
Date: 09/15/2024
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.Initial Complaint
Date:09/05/2024
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.
Charges for 10 dollars charge d a 25 dollar overdraft fee. I ran some money to the bank and told that they would not reverse anything. I have been a customer for a while. First off..... If my account is not even overdrawn for an hour or two and I come in with money. You should be willing to work with your customer.Second off, not willing to do anything is absurd. There are dozens of banks that do as listed above customer comes in with money that day and there is no fee..... second some dont even charge overdrafts fees as long as its resolved in a timely manner. MACU just sucking the community dry, now I see why **** is so big around here. I would not have had any fees with their system.Business Response
Date: 09/08/2024
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.Customer Answer
Date: 09/09/2024
This an automated reply.Business Response
Date: 09/13/2024
Thank you for the response regarding your complaint. The credit union is committed to providing exceptional member experiences and we apologize if you have experienced any inconvenience while attempting to resolve your concern. We will reach out to the appropriate team to contact you for assistance.
Thank you.Customer Answer
Date: 09/16/2024
Complaint: 22245176
I am rejecting this response because:This is an automated response and in no way an attempt to resolve the issue.
Sincerely,
****** NorthBusiness Response
Date: 09/20/2024
Thank you for the feedback regarding your complaint. In an effort to resolve your concerns, the credit union has attempted to contact you by the following methods:
-Telephone call to phone number provided in your complaint on 9/13/2024. Unable to leave voice message.
-Telephone call to phone number provided in your complaint on 09/16/2024. Unable to leave voice message.
-Telephone call to phone number provided in your complaint on 09/17/2024. Unable to leave voice message.
-Sent email to the email address on your account on 09/17/2024.
-Sent email to the email address provided in your complaint on 09/19/2024.
Unfortunately we were unable to contact you to resolve your concern. If you would like further assistance, please feel free to contact the credit union at ************** or respond to the email attempts at your earliest convenience.Thank you.
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