Mountain America Credit Union (All Utah Locations)

We have reviewed the details of Mr [redacted] 's complaintCPI was added to the loan because the needed documentation was not updated with Mountain America, requiring the credit union to purchase and force place the coverageThe issue seems to have occurred because of lack of communication between Mr [redacted] 's insurance provider and the credit unionWe have requested from the credit bureau that any resulting negative impacts on his credit be removedWe anticipate these changes to be reflected by the beginning of the year (Jan 2016)This has been communicated to Mr [redacted] 's wife via telephoneWe apologize for any inconvenience this has caused our member

Mr [redacted] ,We have attempted to reach you via phone to discuss your concernThank you,

Complaint: [redacted] I am rejecting this response because: The Mountain America assistant branch manager I spoke with on the phone informed me that my address was updated on on 11/when I made the payment and updated my last nameBefore that, I had not received any type of notification via mail that there was a payment dueAlso, if my address was changed in November, I would like to know what address it was sent to before because there hasn't been anyone within the credit union that can seem to verify where it was sent toI had a different mailing address before, and never received a noticeI would like to know what address these notices were sent to because my Pleasant Grove address was not in Mountain America's records until after a payment was received in November Sincerely, MRS [redacted]

[redacted] I'm sorry that what we've had not resolved the concern to your expectationWe are here to help, feel free to reach out to Melissa Thank you,

Dear Mr [redacted] , As per our telephone conversation, we did honor the 2.24% interest rateI'm sorry for any inconvenience this has caused you Teressa R [redacted] ###-###-####

Hello [redacted] ,Thank you for letting us know what happenedI apologize for your frustrations and can completely see why you would be upset I am aware that you have been working with our Fraud team and I hope that they were able to get things resolved for youPlease let me know if you have any further questions.Thank you,Kelly H [redacted]

Dear Mrs [redacted] Mountain America appreciates you expressing concern regarding your recent inquiries pertaining to your Visa Upon further research, our records show that statements were mailed to your address in Pleasant Grove, Utah dating back to June The address we had prior to the one in Pleasant Grove was an address in Lehi, Utah In addition to these notices, you also agreed to the terms of the loan when you took out the line of creditTherefore, we have determined that our actions are accurate Again, we appreciate you providing us with an opportunity to look into this concern Thank you

***, Thank you for your feedback Tayfrom our Service Center team has been trying to reach out to you to resolve your concerns I understand how this has been frustrating and apologize for that Please let me know if you have not been able to connect with TayjaThank you, Kelly H [redacted] VP Member Experience

Good morning [redacted] ,I wanted to notify you that the CDI management team is meeting Friday7/to discuss and develop a game plan to deal with the wood floor issues in your home.I should have this outline early next week for your review.Please let me know when we can schedule the repairsThank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI was able to confirm over customer service that my apr was reduced Sincerely, [redacted] ***

***, I apologize for the delayed response to your complaint as well as for the confusion regarding your available balance on your account. After reviewing your claim and looking over your account history, I think that the problem lies in the fact that you are viewing your total balance but not... your available balance, which is more accurate. Let me explain. When you use your debit or credit card without the PIN number, it takes 2-3 days before the charge actually clears your account. During this time the merchant places what is called a Preauthorization on your card. This means they received an approval because there were funds available. Since they received an approval, they are now guaranteed the funds and can wait the 2 or 3 days for their processing to actually debit the money from your account. In the meantime, when you look at your balance, you would not see the preapprovals pending because the preauthorization was already given to the merchant. We do show your available balance online however that balance will reflect the true balance, minus all the pre-authorizations that are outstanding. I hope that helps clarify the situation. Also, I see that we have reimbursed multiple fees and are trying to work with you. I am sorry that we have not explained this to your satisfaction. I hope this helps. Thank you, Kelly H [redacted] Mountain America Credit Union

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] *** I still don't accept your solution! You have taken your previous position which I still find shameful! You keep trying to pivot away from the issues of your poor customer service, while trying to protect yourself from bad reviews The review that I have given could have been halted in advance if your Employees would have dealt with the issues when I told them two weeks in advance that I would be filing a complaint with the Revdex.com, instead MACU decided the best approach was to bury their heads in the sand I have instructed the DMV to return both titles to MACU in anticipation of paying off both loans.Once again the only soltion I will accept is to remove the hold off my account so that I can deposit the money and THEN payoff the car loan and close my account!

I have spoken and email with [redacted] multiple times in the last few days I have offered and am scheduling a third party state certified carpet expert to look at carpet to evaluate which verbally and via email he stated his was happy Not sure what has changed in the last hours I informed [redacted] on why the original claim was denied Since he has been in his house he has had a home check up in where we take care of any issues that come up, and now after living there months this is the first we are hearing about these stains I am still happy to have someone come in and evaluate and assess Since Monday, this is the 3rd Revdex.com that [redacted] has complained to (Orlando FL, San Diego, CA and now Northern California) without allowing us to even of had the opportunity to have outside party even evaluate [redacted] forwarded the pictures to me @ 1:pm on 9/23/after informing him of a time and date I could meet with him to call "other" carpet experts to review the carpet since he now has a trust issue TM's position remains the same and is unbiased If outside consultants state there is an issue with the carpet, we are more than happy to replace

***,As of 3/1/all balances have been removed and the account closed completelyIf you have any additional questions or concerns please let me know.Thank you,

Dear Mr***
Mountain America appreciates you expressing concern regarding your recent inquiries pertaining to your Visa
In the statement that you made through the Revdex.com, you mentioned that you weren’t notified by mail that your payment was dueHowever, according to our
records we show that notices were sent to the address in Pleasant GroveThese notices reflected when your payments were due and who you could contact to make your monthly payment
As a result of these notices that were mailed to your Pleasant Grove address informing you of when your payments were due as well as containing our contact information; we have determined that our actions are accurate
We appreciate you providing us with an opportunity to look into this concern
Thank you

Our records show that the member opened a loan on the Honda Civic with Mountain America Credit Union on 9/9/16, which happened to be a lease buyout from Honda MotorsThis dealer was requesting an odometer statement signed by the member, which we did not receive from the member until months
after the initial request so it could be provided to the dealerOnce we received the odometer statement, it was faxes to Honda Motors on 12/20/Mountain America Credit Union received the title under the leasing company’s name on 1/3/ Once we received the title from the financial institution, we began reaching out to the member to find out what DMV he would like the title sent to so that he could transfer the ownership into his nameWe called again on 1/5/and left another message with the member in regards to the vehicle title On 1/13/we called and spoke to ***He informed us that he may want to payoff this loan and asked that we give him a couple of days to think about it*** called back on 1/19/and asked that we send the title to the Ogden DMV and he would go in and transfer the ownership for the titleThe title was sent overnight to the Ogden DMV on 1/20/ On 1/31/the member came to the branch to make a depositThe title department pulled up the registration and title information with the Utah DMV and the registration still had not been completed by the memberAs per our procedure, we were unable to allow the member to deposit funds until he completed the registration and title process with the Utah DMV We are also still waiting for *** to register and title his loan on the Lexus, which he opened with Mountain America Credit Union on 12/30/Per the members request that title was also sent to the DMV on 1/20/As of 2/17/the member still has not registered and titled that vehicle into his name and added Mountain America Credit Union as the lien holder

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr***, We are happy to continue to work with you through this processIt does appear Rob has been working with you regarding your concernPlease reach out to him for any further information Thank you,

Complaint: ***
I am rejecting this response because: My visa was not past due until September 2015, so why would there be statements being past due sent back in June? I DID NOT RECEIVE ANY STATEMENT IN THE MAIL OR ANY TYPE OF NOTIFICATION MY ACCOUNT WAS PAST DUE, until the phone call on November when the payment was madeI feel that Mountain America is essentially give me the verbal finger and telling me to deal with itAs someone that has been a client with them for years, I am deeply offended and very ashamed to have trusted this credit unionI have received the run-around when trying to figure out this financial mess and then lied to about itI was told the credit hit was for different things before there was an accurate answer given and even then it wasn't resolvedThey said they couldn't help me any more and transferred me to a different department (Collections, even though my balance was at $at this point), who was told by the previous agent (assistant branch manager of the American Fork, UT branch) that I had told him I didn't want to speak to him anymore and demanded to be transferred, which was not remotely close to what happenedThe new department he had transferred me to couldn't help me either and referred me to contact all the credit bureaus for any assistanceMountain American Credit Union has a pitiful attitude towards customer service.
Sincerely,
*** ***