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

  298 N Market Place Dr Centerville, UT 84014-1752

  
• 

  Mountain America Federal Credit Union

  3782 W 7800 S West Jordan, UT 84088-4452

  
• 

  Mountain America Federal Credit Union

  1219 S 800 E Orem, UT 84097-7232

  
• 

  Mountain America Federal Credit Union

  753 W South Jordan Pkwy South Jordan, UT 84095-3959

  

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:08/03/2023

  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 have two Safety Deposit boxes at the **** ***********************. About three weeks ago when I was at the branch, I was notified by Manager (*****) that in near future, I will receive notice that **** is not offering Safe Deposit boxes anymore and I will need to empty it in reasonable time otherwise they may drill, remove content and mail it to us. Since we travel a lot, that caused alarm. I went to branch on August 2nd and spoke to ****** who after talking to back office advised me that I can close safe deposit boxes and I will be refunded prorated amount. She documented her conversation with back office and also sent an email to **** *********************** team how the process will work for refunding prorated Safe deposit box fees. Based on that I opened box at another institution same day. Now today when I went back to close, **** refuses prorated refund. ****** or ***** were not there, however ******** and ***** were there. ***** promised to call me back tomorrow. I have spent over hour and half for about 50 refund, however, it is matter of principle as I am told the services are going to be curtailed, and I will get refund. Based on that I spent $75 to get another deposit box. They should honor their word as it has caused me to spend enormous amount of time finding solution to service they were providing and now are going to discontinue.

  

  Business Response

  Date: 08/10/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.

• Initial Complaint

  Date:08/02/2023

  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.

  October 2018 I opened a $10,000 student loan with Mountain America Credit Union. I have been paying on this since (sometime in Feb. 2019). My first issue is that I have called numerous times requesting my payment info. I was told I didn't make any payments until July 2020. In my bank statements it shows I have paid since 2019 and it also refects on the loan amount itself. I called again today because my interest which is 11.5% is not adding up whatsoever. It is a variable rate going to 18%. Well, almost every payment is at the top of the 11.5-18% varible. I looked on my account and they have not uploaded any loan documents to my account, none in 5 years. That doesn't sit right with me. After all is said and done if interest rate continues to be what it is at. I will pay $23,700 on a $10,000 student loan. I was no sort of payment deferment during Covid and I worked all through Covid in a dental office. I did not receive any unemployment benefits or help over the last few years. I have had zero stimulus money and still continue to make my payments. I am drowning. I need help in this situation as I feel that the system is robbing my kids and I blind of hard earned money.

  

  Business Response

  Date: 08/14/2023

  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 72 hours to address your needs and provide the best solution
  available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high
  standard of service to our members.

• Initial Complaint

  Date:07/27/2023

  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.

  Currently have 3 loans with **** and have had two others in the past. All with on time payment history over 10 years. Fall of 2022 MACUs autopay system returned one of the payments to my WF account after they sent me a payment confirmation. The payment was returned NOT because of funds but due to MACUs new autopay system. I was unaware of this until over a month later close to Christmas and i called MACU where a kind rep acknowledged issues with their new system and agreed to put this payment at the end of my loan and that all was good and accounts current. A few months later, i get a very rude call from them saying Im still behind that payment. After calling the loan ***** it was discovered that someone in their *********** had blocked the extension and failed to notify the ********* or myself. Their reasoning was that the was an error on the printed title which had nothing to do with me. They mailed a power of attorney and i sent it back in the next day. I was told all was finally good and the extension granted etc. a couple months later, while going through the home buying process, i find out MACU reported me late for June 2023. Back on the phone and finally a rep from titles apologizes and emails me a document to e sign and promises all is good now. So now i asked them to remove their negative reporting for the mo of june. The rep was nice and put the request in only for the collections **** immediately refused to change their reporting. After that, A supervisor took a lot of time and read all notes in the account and agreed it should be reviewed again. A week later i get a letter saying they refused to correct the negative reporting. I am blind and have to get a veterans rep to help me go over all correspondence with **** but none of the issues that caused this was my fault and **** refuses to even let me speak with anyone who has the authority to correct this. The current employees are def NOT the same MACU i started banking with over 10 years ago.

  

  Business Response

  Date: 07/28/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.

• Initial Complaint

  Date:07/24/2023

  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 bought a motorcycle from private seller ******* *******, who still had a vehicle loan with Mountain America Credit Union. I paid $4700 in cash on 4/17/23 at MACU located at *** **** *** South Ogden, UT 84403 to the teller. ******* also paid some residual loan amount to completely pay off the loan. The teller confirmed that the VIN number of the motorcycle matched the loan ******* had against it. The teller took my information and stated that MACU would send the motorcycle title directly to me via mail within a couple of weeks. Later, I contacted MACU and was informed that they would not provide me with a vehicle title for the motorcycle that I purchased from ******* and paid money directly to Mountain America Credit Union to pay off the loan. Without a clear title, I cannot register or use this vehicle.
  VIN: ***************** Utah Title Number: ***********

  

  Business Response

  Date: 08/04/2023

  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 72 hours to address your needs and provide the best solution
  available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high
  standard of service to our members.

• Initial Complaint

  Date:07/12/2023

  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.

  I had accidentally used my debit card at a hotel instead of my company credit card to reserve a room for a business trip. When I realized what had happened I immediately contacted the hotel and they reversed the charge and they changed it my company issued credit card. The charge had only been pending in my account and never actually debited the money out. However, because of this when other chargers came out, MACU charged me an overdraft fee for each charge. Even though the hotel charge never actually put me towards a negative balance. When my wife called to inquire about this, the manager she talked to was very rude. She did say she would meet us halfway and return two of those charges. Our account only received one of those charges back and it was labeled “courtesy refund”. Not only was the lady rude but she lied to us. I have banked with MACU for over 20 years. I have always had good experiences and I was shocked at this one.

  

  Business Response

  Date: 07/25/2023

  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 72 hours to address your needs and provide the best solution
  available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high
  standard of service to our members.

  Customer Answer

  Date: 07/25/2023

   
  
  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. After reviewing our account, they did give us the second fee back today 07/25/2003. 
  
  
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:07/10/2023

  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.

  Mountain America is reporting erroneous lates on my credit file. I had my account set up on auto pay and when I would check my account through the ********************************************* app it didn't say that I had any past due balance. When I noticed the late remarks on my credit file I went into my local branch and they took a while to find out why I was being marked late. We figured out that it was interested that had accrued and I was not aware of. Additionally since my account was on auto pay I am very confused as to why it was not being drafted from my account. I would like ********************************************* to remove these late payment remarks from my credit file. I did not make a late payment and was never aware of any balance due.

  

  Business Response

  Date: 07/13/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.

• Initial Complaint

  Date:07/10/2023

  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.

  At 84, I am a permanently disabled senior citizen, residing in VA . As well as being partially deaf in both ears, I had a stroke Apr. 2021 with evidence of another earlier. I have never qualified for financial aid, & know little about it. I sometimes help ***************************** teen son in ******* financially - who are on fin. aid. We discussed via text msg awhile back that if I had a bank account in the same ********************************************* she banked at (Mountain Armerica Cred. Un. in ******* - MACU) it would ease emergency trfers of funds to her acct. She then requested MACU to help me open an acct. online for that purpose, & shortly thereafter, they e-mailed forms/instruct. to do so. I assumed they were for an individual acct. in my own name. (They had my e-mail plus my home address in VA). I never got the completed forms by mail or e-mail, but was going thru my own med. issues & the whole transaction dropped from my mind. UNTIL $1,099 in fin. assist. debt was placed on my cred report by MACU! I DON'T QUALIFY FOR FIN ASSISTANCE! 3 other banks I use not only don't allow over $100 in ********* but NOTIFY me by mail &/or e-mail even of low balances. This had to be a specific fin. assist. acct., yet they put me on it as a jt. owner: a) w/o ASKING if I qualified for fin. assist., or even if I wanted a JOINT acct. I thot I was opening an indiv. acct.! NEVER was any final paperwork mailed to me once opened. Had it been, I cd hv notified them of the error immed. NEVER was any low bal. or overdraft info e-mailed or mailed to me - tho they had both e-*********** info for me. They may hv called, but my partial deafness in both ears precludes my answering unknown phone #'s. They never even texted!!!! When I saw the cred report with the fin assist $1,099 on it, I immediately wrote their main ofc in ********. That mail was NEVER ANSWERED.

  

  Business Response

  Date: 07/13/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.

  Customer Answer

  Date: 07/26/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair 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 allowed an ex spouse to go into a branch and convince an hourly employee to give them money from a credit line that the ex spouse was NOT listed on.

  

  Business Response

  Date: 07/10/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20288172
  
  I am rejecting this response because:

  The business has not contacted, me nor resolved the credit reporting error they filed. 

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/13/2023

  Thank you for your most recent communication. We will continue to address your concern and contact you soon.

  Customer Answer

  Date: 07/13/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/01/2023

  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.

  Last week I attempted to mobile deposit a check for $350. The mobile app glitches and it said the check was already submitted, but no one could see the check on my account. I called in to the help desk and this was confirmed. They said to wait a few hours and try again. I went about my day and didn't try again. 3-4 days later I get an email stating this check NSF bounced and they took $350 from my account! This check NEVER deposited and now the credit union has stolen $350 from me. My husband called in instantly and the help desk said this was an error and they'd get it resolved within 24 hours and refunded the $5 fee attached to this. Friday afternoon 24 hours passed, no refund. He called in again and they stated it was being addressed and we'd be refunded by end of the day and we'd get a call back with an update or resolution. It's not Saturday night, we keep calling the help desk asking for a call back and no resolution or refund has been sent! This $350 was for bills! This is ridiculous that it can be taken so easily but it's now 3 days without my money. I'll be filing a complaint to the NCUAas well. this is illegal and wrong!

  

  Business Response

  Date: 07/03/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.

• Initial Complaint

  Date:06/30/2023

  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 want my issue resolved. I got through to 3 of your incomptent employees one after another that would interrupt and get rude with me everytime I tried to complain. I don't know why they are allowed to keep thier jobs or how they were ever hired in the first place. None of my issues were resolved on the phone and they asked for unnecessary information

  

  Business Response

  Date: 07/03/2023

  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 72 hours to address your needs and provide the best solution available to resolve your issue.
  
  We appreciate your feedback as it will assist us in providing a high standard of service to our members.