ComplaintsforMountain America Federal Credit Union

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In accordance with the Fair Credit Reporting Act. The List of accounts in the files provided has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ******* U.S.C **** section 602 A. States I have the right to privacy.15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions.15 U.S.C ****c. (a) (5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.15 U.S.C. ****s-2 (A) (1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Account Name: MTN AMER CU Account Nubmer: ********

  

  Business response

  01/11/2024

  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.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had requested more time to pay my negative balance of ****** because Ive been going through hardship and the bank doesnt care and wont help me and theyve been rude and giving me attitudes also I had put in disputes and they are taking forever to do anything with them of ****** and ****** I would appreciate if things were handled correctly

  

  Business response

  01/04/2024

  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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a customer of MACU for over 10 years. They helped me with line of credits, my first car and helped me with my credit inorder to buy a house. Theyve always been super helpful and kind to me. Until today and it made me seriously want to closed my account with MACU. Me and my husband are always really good with budgeting but recently I signed up for Apple Pay and it wont warned me about overdraft fees. Around I October I notice several ODF on my account so I called and spoke to a friendly representative and she helped me by crediting some of the over drafts and she explained to me that I still have to pay the rest of the fee. Which I agreed and I also requested to please stop the over draft privileges because I dont always check my account and I just want a declined to warn me not to use my debit card. I was assure this was fixed. Well fast forward to December I work for the post office they worked me until I die and while Im working I was doing my holiday shopping, getting coffee and paying my bills. I used my Apple Pay all the time however the over draft privileges was never turned off. Until my husband told me I have over 11 over draft fees. With the time I dont have I called MACU asking for assistance since it was not my fault and I cant afford all these fees its the holiday. They credit me only 5 and when I asked for more help because it was not my fault, they said they will have the sup call me back. 3 days later still no call, so I called them back today and was told they tried calling my old phone that was suppose to be removed for my account 8 years ago and couldnt get a hold of me. Today they treated me like I was dumb and stupid. I had to repeat my embarrassing story over and over again. They then transferred me to a Kade in escalations that basically treated me like a little kid on the phone with spending problems. I never spoke to a person so entitle so rude and so condescending. He basically gaslight me the whole call I had to hang up.

  

  Business response

  12/19/2023

  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 response

  12/19/2023

   
  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

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am deeply troubled by the recent revelation that my nonpublic information has been shared with the three bureaus, leading to inaccurate information on my credit report. This has caused significant financial and emotional distress. As per 15 USC 1681 Section 602, I am entitled to privacy regarding my information. Additionally, under 15 USC 1681 Section 604 A Section 2, a consumer reporting agency cannot furnish an account without my written instructions, which has not been provided in this case. Moreover, according to 15 USC 1666 B, a creditor cannot treat any payment on a credit card account as late for any purpose. The account number in question is *****************. I urge you to rectify these inaccuracies and cease sharing my information without proper authorization to prevent further distress and adhere to the stipulations of the law.

  

  Business response

  12/08/2023

  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 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

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a checking account and a savings account and they say I have a loan which I never had a loan with them I tried calling them but I can not verify the account with them when I tried to get on the account someone has changed my info so I can not get on and macu put a restriction on my account so I can not get on and sonce my account info was changed I can not verify my account and so they can not help me I have been in an assisted living for about 3 years and can not get in there

  

  Business response

  12/05/2023

  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

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 back

  

  Business response

  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

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 negligenc

  

  Business response

  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 response

  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

  10/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩