Consumer complaint received 2021-07-01
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: UT
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/2021 I sent a wire to XXXX for {$4100.00} Is through my mountain America credit Union Check an account account number XXXX to XXXX XXXX XXXX to XXXX XXXX XXXX XXXX  XXXX they gave me a reference number XXXX to a account in XXXX XXXX. If what happened was that the recipient when to when to try to get the money out In XXXX and they told her That they need ed more information About the Sender They ask her who was the name of the bank Where the money is coming from she said Mountain American They told her no that's not where it's coming from To get more information I went to the bank and ask and they told me that they had Used XXXX XXXX So I called her back and told her that she went back to the bank and they said no it's not from XXXX XXXX Is this point I decided to cancel the money Up to the bank And make the cancelation and tell me that your money should be back in your account in 7 business days I wait 2 weeks come back on XX/XX/2021 And I said Hey my money it's not in the account yet so they said you will have to contact the Bank in XXXX And tell them to send the money back And I reach out to the people in the bank in XXXX and they said we already send the money I went back to the bank in a couple more weeks and it's still not there And that they're not responsible for the money in XXXX anymore because the bank and XXXX don't want to give them back the money to XXXX XXXX So I go to XXXX XXXX and they told me that they hired another XXXX  bank so I reached out to back in the bank in XXXX again and they told me that the money was From another bank in XXXX so apparently montenamerica hired XXXX XXXX XXXX XXXX hires XXXX and XXXX hires XXXX and XXXX makes the transfer to caja solodaria. We called the bank inXXXX and they said that they already send the money but they can give us proof or a tracking number because the bank who hires them need to request and I come back to Mountain America And they told me that they can do anything about it because they hires XXXX XXXX and it's out of their hands but like I told the manager at XXXX XXXX We used you because you are a bank To make the transfer you have to Get answers from XXXX XXXX and XXXX XXXX has to get answers from the other bank and so on Is there a keep denying their responsibilities they said that it's a guarantee money and if the money gets lost or the people the banks in XXXX don't want to give it back it's not the responsibility It's not fair for us cause we trust on our bank to look after us They told me that they were going to call me back They told XXXX that they were going to call me back they didn't call me back I had to call them back and they told me the same thing we can do anything it's all up to you now. Mountain American credit Union It's not taking any responsibilities in this case Is a new forward To contact Is XXXX XXXX or any other institutions they just wantna leave it up to me and I'm really frustrated because we need the money back

Company response to consumer: Closed with explanation