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:06/26/2023
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.
When we agreed to a loan with no co signers I was specific in indicating my wife would need to be able to call and access any information needed. Both ***** in *********** and *********************** in outbound sales said she could be added as an authorized user and now that we have spent hours on the phone and getting a loan it hasnt been done. I dont have time to call in every time there is a question and she needs to have access. Thats why her number is on the account. We never would have agreed to the loan without this. **************** is disgusting in their disrespectful waste of time and pointless to call because none of them have the authority or desire to actually help customers.
Business Response
Date: 07/07/2023
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:05/05/2023
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.
For the past year Ill and my cosigner have been paying off my motocross bike and my credit cards the bank would not take any of my payments only for the motocross bike not for my credit cards then they shut down my app and every way I can get information about my account they took that away from my ability and they sent me to collections they have no reason why it all routes from my records of calling them and trying to make my payment but they would never take it so I dont get it. The bank sent me to collections and now my credit score is down to the 200s. This all comes from after never missing a payment ever and paying extra monthly than I was originally asked to do. They set me up so bad for failure I just wonder how many people this has happened to because it destroys a persons lifeBusiness Response
Date: 05/08/2023
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 ** in providing a high standard of service to our members.Initial Complaint
Date:04/14/2023
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.
MACU has violated the previous written agreement to remove erroneous credit reporting of late payments from 2018 of my auto loan. My credit reports are now again showing the late payments of 2018 that they agreed in written were not ever to be reported again. This is a violation of not only the agreement but FCRA 623 (a), therefore I am requesting the reporting of the account to be removed from all credit reporting agencies for breaching their previous written agreement.Business Response
Date: 04/25/2023
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.Initial Complaint
Date:04/06/2023
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.
Each month I paid on the loan. I would make an extra payment on the principal, instead of applying the payment to my principal they were just push out the loan. And each month I would ask the teller to apply extra money to the principal they would not do it but they would tell me that is how corporate wants the money applied.Business Response
Date: 04/06/2023
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.Business Response
Date: 04/19/2023
We received information from the Better Business Bureau (BBB) that you submitted further correspondence regarding your complaint. We will be in contact with
you within 72 hours to address your needs and resolve your issue.Thank you for the opportunity to address your concern.
Initial Complaint
Date:03/27/2023
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.
On March 25th, I was in at the Drive Thru located at the Mt. America CU, *** ** ***** *** It 1:52 pm. After waiting for the cars to finish their business I was next in line. It was 2:01. All of a sudden the the drive thru curtain was drawn down.
I and two other customers immediately rushed to the entrance door on State St. We explained to the officer the nature of our problem. He was kind enough to relay our to the Manager. We were allow to come in and conduct our business.
As I was leaving, I approached to relay what had happen. To my surprise he sated that he was trying to get the employees home. I responded that we all were in line prior to the CU closing. He stated that those things happen.
My concern is will I have to go through this again at this Branch?
Please assure me that it won't.
I can be contacted at ###-###-####. My name is ****** ********.
Thank you in advance.Business Response
Date: 03/28/2023
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:03/25/2023
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 3/21/2023 I noticed my savings was negative $144, there was a $200 withdrawal that I had not initiated. I call customer service I was told my macu ********************** card was negative $3.54. I had gotten fuel 3 days prior and my credit card was negative. Ive had this secured credit card for several years, the money securing the card is in the savings the money was withdrawn from. This action came as a complete surprise to me, it has never been an action taken prior. I was told this action stemmed from credit card transactions back to December but nothing specific could be explained to me. I asked where the money went and I was told it was fees for being negative. Ive pulled my statements for the last 90 days and Ive never been informed of any charges. I dont feel a reasonable explanation was given to me nor was I given a bill or notice of action. I would like a reasonable explanation of this negative action against me. I would also like to verify the credit union can take this action without providing a bill or notice of action. Macu acct ************Business Response
Date: 03/27/2023
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 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: 03/30/2023
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:03/23/2023
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.
Refinanced a truck with them, they requested power of attorney and did not request the paperwork until a year later. Constantly harassed and given 3 different explanations for the requested paperwork.Business Response
Date: 03/24/2023
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:03/23/2023
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 opened a new business account on 3/22. I deposited $5250. I was given a print out of a direct deposit auth form with my account number on it. I was told to register online with my new account number. I cannot register online, it will not allow me. I receive an error that states to call in and gives the customer support phone number. I have called this number multiple times. Have been hung up on, denied a supervisor call, and been placed on hold (Put in the penalty box) for excessive amount of time. All of this and I STILL do not have the ability to see my new business account or the funds deposited. Where is my $5K, and why can't I have a functional business account with online banking?Business Response
Date: 03/24/2023
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:02/24/2023
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.
Mountain America is reporting an erroneous late on my credit file. This is late is from 7/22. I was not aware of any late payments as I never received a letter, call, or notice about being late. I had this account for a short period of time and it was paid off promptly. I have a lot of history with Mountain America and I have never been late. Please remove this late payment from my credit file.Business Response
Date: 02/27/2023
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 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: 02/27/2023
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.
Sincerely,
******************************************Initial Complaint
Date:02/13/2023
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.
This bank is withholding my check for no reason. I have been to the location multiple times yet they are unable to deliver my check and I am tired of dealing with them. No one will call or email me regarding a resolution and it has been weeks.Business Response
Date: 02/14/2023
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.Customer Answer
Date: 02/21/2023
Complaint: 19399502
I am rejecting this response because:I was not contacted and this bank still has my money and car title.
Sincerely,
*******************Business Response
Date: 02/22/2023
Dear *******************,
We discovered that on February 21, 2023, you spoke with a credit union Account Resolution Assistant Manager. Based on information you provided, we believe that your concern has been resolved. We thank you for being a member of the credit union and for the opportunity to address your concern. If you have any questions, please contact us at **************.Thank you!
Customer Answer
Date: 02/28/2023
Complaint: 19399502
I am rejecting this response because:The replacement check that the bank sent me bounced. If this is not resolved today, I will be moving forward with legal action via my attorney. Good day.
Sincerely,
*******************Business Response
Date: 03/14/2023
We understand you have been in contact with the Credit Union. Based on action taken March 3,2023, we believe the issue has been resolved. If there is anything else we may do for you or if you have any questions, please contact us at **************.
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