Complaints

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

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

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• 

  Mountain America Federal Credit Union

  9800 S Monroe St Sandy, UT 84070-4419

  
• 

  Mountain America Federal Credit Union

  2627 W 4700 S Taylorsville, UT 84129-1805

  
• 

  Mountain America Federal Credit Union

  455 40th St Ogden, UT 84403-1827

  
• 

  Mountain America Federal Credit Union

  955 W Antelope Dr Layton, UT 84041-1634

  
• 

  Mountain America Federal Credit Union

  1849 S 500 W Woods Cross, UT 84010-7468

  

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.

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  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 took out a loan for around $4800 from Mountain America Credit Union. The initial loan was processed on a Sunday so I used my debit card for the processing fee. A couple of days later my wife set up an automatic withdrawal with them using my banks routing number and account number so that there wouldnt be additional fees. Everything was fine until I sold my home and went to purchase my new home and was told that I had a 30 - 59 day late report on my credit score and that my credit score was only at 637. A few weeks earlier it had been 720. They said it was from Mountain America Credit Union. My wife and I called them and they admitted that they could not see why the direct withdrawal had been stopped and why it had been reported at first. I later called them and found out that they had been withdrawing the payment using the debit card and not the routing number and account number. That particular card had been shut down due to a fraudulent charge. When asked why they werent using the routing number and account number, they said they were just using the card on file. They did not send us any type of notice prior to reporting us to the credit bureau. The email verification they have is dated 6/3, the same day they reported us. The one they say they sent on 5-3 is the same number. There was no notification at all. They used the wrong banking information to do the withdrawal and then when it didnt work, they didnt notify me and then reported me, ruining my credit and costing me several thousand dollars. They have refused to admit any wrong doing, nor will they help restore my credit

  

  Business Response

  Date: 07/03/2024

  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: 07/07/2024

   
  Complaint: 21928099
  
  I am rejecting this response because: this has now gone on for 4 weeks and needs addressed immediately! The loan has since been paid in full and I want Mountain America Credit Union to restore my credit. I had a perfect payment history with them and they have ruined my credit and refuse to take any responsibility for their failure to follow our payment agreement.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/12/2024

  Dear ***********************,
  
  Thank you for your recent comments regarding your concern associated with Mountain America Credit Union. We will provide you a written response with detailed information regarding the matter within 30 days.
  
  Thank you.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21928099
  
  I am rejecting this response because: as usual, now we are drawn out 30 more days. This loan has been paid off in full. When we were informed of the late payment, we paid $500 immediately, and then a few weeks later paid it off. I had a perfect payment history with them and one payment that they screwed up, ruined my credit. Now they are punishing me for paying off the loan in full. It was their responsibility to withdraw the payment by account and routing number and not by card number. 30 days is not acceptable. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/01/2024

  Type:Sales and Advertising Issues
  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.

  Yes I have not ever had mountain america but I was sent to a collection agency and I called mountain america and they could not verify my account only thing they have is my name and social security number and I guess everything else is different I need it taking off my credit report

  

  Business Response

  Date: 07/03/2024

  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.

• Initial Complaint

  Date:05/28/2024

  Type:Sales and Advertising Issues
  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.

  Mountain America is reporting a late payment on 5/24. During this time I had an assistant taking care of my finances and she was having a hard time getting into my account to make a payment. I was unaware of the issue until I noticed there was a new late reporting on my credit file. I paid off the past due balance immediately. I am asking that you please remove this late payment from my credit file as I was unaware I was late.

  

  Business Response

  Date: 05/29/2024

  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: 05/29/2024

   
  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:05/08/2024

  Type:Service or Repair Issues
  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 paid a charge of credit card in full in 2022. They are now showing it 2 times on my credit report that its in collections even though I have already paid it off. This has affected my credit score and because of that it has been impossible to be approved to buy a house for my family. I have reached out asking for it to be removed from my credit report since it is showing 2 times and not just once.

  

  Business Response

  Date: 05/09/2024

  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:05/02/2024

  Type:Billing Issues
  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.

  On August 31, 2023, my wife and I utilized our ***** for a specific purpose and promptly repaid it in full by September 13, 2023. However, a billing discrepancy emerged, leading to confusion and, ultimately, a late payment being reported.The issue stems from a disparity between the information displayed on the app's main screen and subsequent screens providing additional details. While the main screen consistently showed a zero balance, subsequent screens disclosed an interest only payment due, calculated weeks after the ***** was settled. This lack of clarity in the billing interface left us unaware of the outstanding payment for several months, despite our regular account reviews.Upon uncovering the oversight while reviewing our ***** account for a potential new draw, we quickly addressed the outstanding interest payment. Surprisingly, despite ****'s lack of communication regarding the outstanding payment and our proactive payment of the relatively minor sum, less than $150, MACU still reported three missed payments to the credit bureaus. This has had a substantial negative impact on our credit score.As 25 year patrons in good standing, we are baffled by their response. Despite our efforts to resolve the issue amicably, **** has taken a shockingly rigid stance, refusing to rectify the credit reporting. Their official communication contains inaccuracies regarding their obligations under the Fair Credit Reporting Act (FCRA). MACU asserts, "Ultimately, it comes back to MACUs need to adhere to the Fair Credit Reporting Act (FCRA). We are obligated to report a late charge if a given payment was satisfied more than 30 days after its due date." Which is patently false. However, they fail to acknowledge the error in their reporting. We have never missed a payment; this discrepancy primarily arises from a complexity within their system. It is disappointing that MACU, supposedly committed to serving its members, exhibits reluctance to engage in good-faith resolution.

  

  Business Response

  Date: 05/03/2024

  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: 05/13/2024

   
  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:04/20/2024

  Type:Order Issues
  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.

  This is my 3 rd letter through BBB ,I didn't receive any reply, I requested for my loan monthly amount modification, my regular pay 300 dollars each loan 2 loans 600 dollars, when I signed getting that time I have permanent job Amazon my wife also have work, I purchased home FHA loan ,i got the loan MACU for signature loan, and car loan 15 % intrest ,used for my home closing cost ,and home expenses, 600 dollars in 6 months paid after lost my job Dec 2022 . My wife also lost job ,last year I requested for my situation 150 dollars each loan ,2 loans I pay for 300 dollars on time ,not accepting, ask me to apply work out loan ,I did ask me to wait few weeks after they said your not qualified, recently ask again apply work out loan agin denied, instead of helping non profit this credit union send collection, credit bureau reporting, my mortgage commercial lender Rocket mortgage Company understand my situation, for 3 months very small amount only pay put me in Forbearance ,and 30 minutes approved, I received many loans many years even very high interest rate I paid off on time ,I need help and fix my issues, if I am in ***** directly went to MACU branch and solve my problems, my NJ state no MACU branches

  

  Business Response

  Date: 04/22/2024

  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:04/09/2024

  Type:Billing Issues
  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 my truck loan and HELOC with MACU, and have been happy thus far. There closest branch is about 100 miles away, but with being done online and with Docusign, it should not be an issue. As such, when we began looking for a Travel Trailer, they were the logical choice. I applied online last week, and they pulled my credit report and said they would get back to me. I finally heard back from someone today, wherein they had to ask the same info that was provided in my application, and then had to send me a link to upload a copy of my drivers license and take a live picture of myself, which I did, and then they then pulled my credit report, for the second time. Only then did they tell me that I needed to drive into the branch with 2 forms of ID to continue with my loan. Mind you, I have been an existing customer for years, and while I appreciate being careful, this is ridiculous to run me through all of this, pull my credit report twice, only to then tell me, I had to drive 100 miles to show ID. They wasted my time and adversely affected my credit report, which could have been avoided, had they simply told me this up front.

  

  Business Response

  Date: 04/10/2024

  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: 04/11/2024

   
  Complaint: 21550625
  
  I am rejecting this response because: quite frankly, it does not address it. Its just you saying youll reach out to me. You do not acknowledge nor address, the actions that you took, that ultimately adversely affected my credit report, nor do you offer a resolution.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/17/2024

  Thank you for providing your additional comments. We found that, on April 17, 2024, you spoke with one of our representatives who is working with you regarding your complaint. We thank you for being a member of the credit union and the opportunity to address your concerns. 

   

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21550625
  
  I am rejecting this response because:

   

  it is not a response and takes no responsibility for what was done and how I was treated.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  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 been with Mountain America for 25 years and only now have ran into an issue to which they are not willing to correct their mistake.When I opened my accounts 25 years ago I had them set up to automatically cover each account in needed situations. If I ran my debit card and there was not sufficient funds, then money would pull off of my credit card to cover it. If my credit card payment was due and I hadn't paid it, money would pull from my checking to cover that. All accounts were set up to be able to move money back and forth to ensure everything was covered.This last September I was sold on opening a 6 month CD. I specifically asked the agent and he said this account and funds would be handled the exact same way, however if money was ever pulled out before maturity date that there would be a penalty for doing so. This was still great as i was earning a higher interest rate on my money sitting in the 6 month CD. I advised him that I was ok with the penalties, but just wanted to ensure that the money there was still liquid and could be used back and forth as needed like always, he said yes it would be "LIKE ALL OF MY MONEY AT MOUNTSIN AMERICA ALWAYS HAS BEEN, but penalties would be assessed. So I proceeded.Fast forward 4 months and I get back into the country ( I work for the airlines so am gone for sometimes months at a time) and I get a voice-mail that I need to call. I call and am advised that I am behind on 2 credit cards over 90 days to the tune of ******. Yet I have over ******* sitting there in my 6 month cd, which by the way had fully matured. They say they don't know why it didn't automatically cover things, but that I'm stuck with the negative credit reporting. Eventually after trying to talk to higher *** I'm told that cd money doesn't move automatically. Even if so why hadn't it moved once fully matured??This is beyond ridiculous and needs corrected. I'm supposed to be closing on a home loan in the next week and they have offered 0 help

  

  Business Response

  Date: 04/03/2024

  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.

• Initial Complaint

  Date:03/26/2024

  Type:Service or Repair Issues
  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.

  they repoed my truck due to a payment that was late 104 days don't know the exact date it was. they did not send me any mail because they didn't type the right address in when i told them my address . they never gave me a notice I also told them to split the payment into two weeks when they called me and told me about it the first time and they said they would do it and then i heard nothing about it until they repoed my truck on the 25th of march. so when i came home to it gone i started to freak out. So i called them and they said they took it and if i wanted to get it back i would have to pay them ******** to get caught up with the late payment and 705 for the repo fee. so i payed it so i could get my ************ asked them if they could remove it from my credit report because they never gave me proper notice about the situation and at first they said no. so i had to call them again just for them to put in a clame and they said they will look at it

  

  Business Response

  Date: 04/01/2024

  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:02/23/2024

  Type:Product Issues
  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 went into Mountain America Credit Union to get my account number before filing my ******************** Tax Return.The person at the counter gave me a card with my account and routing number to use while filing my taxes.When I did not receive my refund, i contacted the *** and was told the money was deposited in my account. I went to ********************************************* and found out the account number they provided me was somebody else's account number. ********************************************* sent the money back to the ***.I have been trying to get my $179 tax refund since March 27, 2023.I would like Mountain America to assist me in getting my refund due to their error.

  

  Business Response

  Date: 02/26/2024

  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.