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:11/09/2023
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.
Despite their web based UI having issues maintaining automatic payment, this bank has pushed a false report that I was late. This company is more concerned about legalese than helping a member. In one motion, they reported a late causing a **************** my credit report which is causing significant financial damage to me as other banks are reducing credit limits and causing a cascade of financial damage including blocking our ability to refinance a mortgage. They literally reversed 2 years of work just so they can not have to admit they might have handled our account wrong.
Business Response
Date: 11/10/2023
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 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:10/26/2023
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.
There was a 364.00 charge to pizzeria and a 110.00 charge for some notary thing which o am not a notary I called pizello and they say they do not have anything in my name and they final said it was under ****** that is not me but they will not do anything at all then I took all my money out for now and they keep on sending money to company’s and I do not have bill pay set up now they said it probaly is something the merchant is doing I called the merchants up and asked they said they do not even have my bank info and they are not asking from the bank for the money I told the bank that and they are charging me money for not having the funds and they will not give that backBusiness Response
Date: 10/27/2023
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 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:10/26/2023
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.
On October the 16th I contacted my mortgage lender to let them know that I would like to request an extra day in processing my mortgage I set up an ACH auto pay withdrawal and the customer service representative suggested until October 20th to withdraw the funds from my banking institution I provided all of the necessary information to the customer service agent including the routing number and the account number that was given to me by ********************************************* employees never at any time was I ever told by mountain America that setting up an ACH would require a four digit code in addition to the account number that being said I provided the information that mountain America gave me and all of my requests a total of three of them were denied by mountain America resulting in fees late fees and foreclosure this is all because of bad communication from mountain America I have tried to resolve the issue but it's at an impasse I spoke with the manager today October the 26th and she assured me that they should have probably flagged it but that the responsibility was on my mortgage lender and not mountain America I disagreed with her and explain to her respectfully that mountain America is responsible for this error resulting in me having to pay late fees and go into foreclosure I need an apology and they need to train their staff to give accurate information to their customers setting up ACH accounts with vendors and take responsibility and reimburse me the $83 that I had to pay because of their negligencBusiness Response
Date: 10/27/2023
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 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: 10/27/2023
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. I spoke with ***** this morning 10/27 and she will try an reimburse me my late fee, no guarantees, however MA did take responsibility for all the miss communications regarding my **** number and the way they rejected my mortgage payment three time in a row causing a lot stress battling AI Robots for hours!!!!!!
Sincerely,
*******************Initial Complaint
Date:10/21/2023
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.
October 21, 2023
******* ******
*** * *** * **** ***
SALT LAKE CITY, UT 84101
Date of Birth: **********
SSN: ***********
MOUNTAIN AMERICA
**** ***** ****** **
SALT LAKE CITY, UT 84070
Subject: Disputing credit report items
I am requesting an investigation of the following data that appears on my credit report. Specifically, I’m disputing the records that your company is sending to the credit reporting agencies.
When I disputed this record with the credit bureaus, they stated the information was verified. However, because credit recording agencies often use EOSCAR software that doesn’t provide complete investigations, I am disputing the information directly with you.
This is my right under section 623 of the Fair Credit Reporting Act (FCRA).
If you cannot perform this type of investigation or locate all of the records to investigate this dispute, please update the credit bureaus to remove the information.
I’m also asking that you send your method of investigation, along with all records, as well as documentation that proves the account belongs to me. Then I may conduct my own investigation.
Disputed Item 1
MOUNTAIN AMERICA FCU 110468
Reasons why this is an error:
Violation of FCRA Section 623(a)(3).
Disputed Item 2
MOUNTAIN AMERICA FCU 110468
Reasons why this is an error:
Violation of FCRA Section 623(a)(3).
Thank you for your time.
Sincerely,
******* ******Business Response
Date: 10/23/2023
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 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:09/26/2023
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 minor child had fraud on their account so I, the parent, called to have the debit card blocked and closed. We then went into the ***************** Branch on September 25th 2023 and waited in line for 45 minutes to speak with a teller to have a new card issued on my minor childs account. The teller (*****) issued a new card which took another 30 minutes by the time the card was printed. Today, I had unauthorized activity on my checking account only to realize the teller linked my MINOR childs debit card to my checking account. My minor child is NOT an authorized signer or authorized user on any of my accounts and should NOT have any access to my account. This is fraudulent activity caused by an employee at MountainAmerica. I no longer feel safe banking at Mountain America and will be changing financial institutions tomorrow. Apparently, the employees of Mountain America can just link anyones card and give access to ones checking to any unauthorized signer. I would like to know how I am protected if Mountain America employees are giving access to my account to unauthorized individuals. Family or not??? My child is NOT authorized. I feel violated by Mountain America. I called Mountain America customer service to explain the problem and asked for my childs debit card to be linked to their account. **************** could not help me so I asked for a supervisor and was told there was no supervisor on the clock. I was told I would have to go back in to a branch tomorrow and have a new card issued, **************** could not help. In my experience, Mountain America cannot fix their errors but they sure can create inconvenience and take away any piece of mind and privacy a customer might have. Not the kind of financial institution I want to do business with. They should be held accountable in some way. This is just so wrong on many levels. Yet I am the one put in a vulnerable position and inconvenienced.Business Response
Date: 09/27/2023
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 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:09/25/2023
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.
I am not liable for this debt with Financial Assistance. I do not have a contract with Mountain America, they did not provide me with the original contract I requested.Business Response
Date: 09/26/2023
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 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:09/22/2023
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.
Mountain America is reporting late payments on my account. I have a couple accounts with Mountain America and my son is an authorized user, he was using these account during a time where he was experiencing financial hardship. Without my knowledge he was using the accounts and letting them go past due causing these late remarks on my credit. I have worked with Mountain America for a long time and never has there been an issue like this. If possible I would like to discuss having this account transferred into my sons name as he is taking full responsibility of the debt and I would like to have this tradeline removed from my credit file or the late payments adjusted. I have always had pristine credit and it sadness me to see the effect this has had on my scores as I was not even aware of the damages being done. Please consider removing the late payment remarks on my credit file. My previous history with Mountain American can prove that I am more than worthy of managing my credit and making payments on time.Business Response
Date: 09/25/2023
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 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:09/22/2023
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.
First, I have been a member with Mountain America Credit Union for 6+years & in this time I have had three different car loans along with a current $10k credit line with MACU. In this time frame, I have NEVER missed a payment nor have I ever been late on a payment. So a few months back I bought a $52,000 *** & can you believe it MACU passed on me? So another Credit Union (America First) jumped at having my business and me as a customer. Not only did ********************** First get my new *** loan but they also gave me a credit card with a $15k credit line. So I paid off whatever balance I had with Mountain America. So at this point, Im thinking okay I have no more business with Mountain America. So why am I so upset with Mountain America; here is why?My credit score is 780.So over the past 3 months I think I have no more business with MACU yet I didnt realize I had a monthly chiropractic membership ($49.99) that was still being charged to my MACU credit card. So I had no reason to think to look at my ************* NEVER received a phone call or a text from MACU collection department or any of their representatives regarding any past due issues. Which should have been a concern to their collection department as to why a perfect 5+ year customer of theirs is now going delinquent over a simple $150? Keep that in mind $150!!So I never got a call or text from their collection department but what does MACU do instead they sent a derogatory letter to the credit bureau at which time I get a text from my credit monitoring service that my credit scores just dropped 79 points!79 POINTS!!! Im like what?So I go and looked at my credit report and that is how I found out that MACU collections department filed a derogatory letter on me over $150!! WITHOUT EVER CALLING OR TEXTING me!!! A perfect 5+ year payment record with them and I mean perfect and I get NO Call/NO TEXT from them. This is unacceptable that a company doesnt even have to notify you and can just wreck your credit.Business Response
Date: 09/25/2023
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 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:09/13/2023
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.
I am *****************************, I started with them more the 10 years in ***** branch ,I was taxi driver ,one of my friend taxi driver ,recommended, that time MACU is smaller non profit credit union, based on trust and *********** many helpful benefits I received ,that time millions of dollars credit union, now nearly 20 billions of dollars non profit credit union, changes made higher fine late payments, using torcher and collection companies and make profits, recently I informed due to my wife health condition ,other information explained to the officer he said push month late payment ,after one loan he push other one **** amount without my permission takeout I am troubled with pay my utilities other ,I call they collection department done this ,I have a car loan with high interest, I pay years on time recently I can't able to pay on time little delay ,they asking years about car ****** ,******** motor vehicle they keep car ****** ,I explained many time ,7 months ago they send me documents I sing with notary macu loan department recieved and fixed the issues, now new loan officers say they need my car ****** ,even I didn't see the title,when I purchased the car from ****** finance after macu paid directly to finance company for my signed document , Macu with out pay a ***** insufficient money for transaction and charge 25 dollars, now Macu full commercial credit union act like bank , present I live in ** no other way I open with american heritage credit union, they pay dues and insufficient balance fine charge only 10 dollars, before I get help transaction american heritage witn Macu now this year step out ,and other small credit union ,before they help me lot , now new management only money money ?? and looking credit score, they not look for payment history ,like commercial bank ,no longer MACU keep non profit organization, **** based company thanksBusiness Response
Date: 09/13/2023
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 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:08/28/2023
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.
The bank did not remove my ex-wife from the account as requested
The bank never contacted me, informing me that additional information was required
The bank changed my mailing address to that belonging to my ex-wife without either one of us requesting it.Business Response
Date: 09/01/2023
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 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: 09/05/2023
Complaint: ********
I am rejecting this response because it's been five business days with no contact. More proof that you're too big to care.
Sincerely,
********* ***Business Response
Date: 09/08/2023
Mountain America Credit Union (“the Credit Union”)
received notification from the Better Business Bureau (“BBB”) that you provided
additional comments regarding your complaint. In your message, you indicate
that the Credit Union has not contacted you. We found that an Account
Resolution Assistant Manager called and attempted to reach you on September 1,
2023. The representative was able to leave voicemail informing you that she would
be looking into the matter and follow up with you on September 5, 2023. The
representative called you on September 5, 2023, but did not reach you. On September
7, 2023, the representative called and left voicemail providing specific information
and letting you know that if you had any further concerns to call. If we may
address anything further, please contact us at ###-###-####.Customer Answer
Date: 09/08/2023
Complaint: ********
I am rejecting this response because: this isn’t even about the hoops I had to jump through in order to get my ex off my account. It was the violation I experienced when you Let someone who didn’t even have my account number make changes to my account
Sincerely,
********* ***
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