Consumer complaint received 2023-09-20
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: AZ
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I was using an online site that promoted fair play and equal opportunity. It was only after using the site for a few weeks in total that I discovered it was not living up to the standard set. I then reached out to my credit union I spoke with the gentleman who processed the dispute and 35 times my dispute was not only accepted but it was approved and funds were returned credited to my account in a permanent status. The representative I was speaking with then told me to contact the bank the next day to continue because we had found additional transactions that hadn't gone through and one 's prior in the year. 

When I contacted my bank the next morning or afternoon I'm not sure when I contacted them exactly. I got another very pleasant person on the phone they proceeded to complete the dispute and my dispute was flagged in their system and I was told my dispute was under investigation. When did I become the target in an investigation when I am turning to my bank to help protect me from an institution that was falsely offering services that were not being met. I was then told that my dispute was not valid and therefore would not be granted. 

I want to know when my credit union decided that it was going to be my judge jury and executioner on my claim that I was being frauded by a specific merchant. I have a bank account with a bank to make sure that I am protected at all times from companies that are out to do wrong. I was then told that there was only one way that there could be fraud and that was if somebody stole my identity and used my cards against my will. I know for a fact that fraud is when somebody is offering something service product or anything else that is not up to the standard that they are offering it at. I continue to argue back and forth with the representative at my bank who was not willing to listen or hear me out on why I thought that it should move forward and was told because I had mistakenly placed it as a dispute not fraud from the beginning that it could not be changed. When did it become okay for my bank to tell me that due process to protect me would not be available. 

I have now have had multiple run-ins with this financial institution the first being in how they are still charging me overdraft fees and the amounts of which I was being charged these fees to now telling me that I didn't understand what fraud was and they would not be reaching out to the merchant to justify the sleight of hand that I was dealing with. I don't know when Banks decided they were going to be judging jury when dealing with people 's finances there are specific avenues available to people with credit cards that allow you to be protected. For my bank to tell me that I could not exercise those avenues to protect myself I feel is unjust. 

The representative I was working with was a young lady by the name of XXXX and her lack of compassion and courtesy when dealing with someone who had been a victim or believed that they were a victim and to act like they were the criminal themselves is appalling to say the least. I know that she works under a young lady by the name of XXXX who is a team lead in the recovery and fraud department for mountain America credit Union XXXX 's supervisor is supposed to be a XXXX and they are all overseen by a AVP XXXX when I asked for last names I was met with resistance once again and told that I would receive a call back when I tried to have the representative announce to me the number on the account to make sure that it was an accurate number and she wasn't just taking down or throwing away the number to prevent any sort of follow-up she once again became irate and told me how she would not verify my information for security purposes after I had been verified given my code word and talked with multiple people at the same financial institution. All I want is my bank to do what is right and allow my dispute to flow through the process through the available channels and see what the merchant comes back with as far as my inquiries of fair play and being robbed. If the merchant comes back and states or shows how I was not a victim of fraud or lopsided computer programming. I will gladly pay every XXXX  but I feel I was robbed and frauded on the utmost level. My bank is supposed to protect me not the merchant!

Company response to consumer: Closed with explanation