Consumer complaint received 2023-11-17
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
While checking my MACU account online on XX/XX/23 I noticed a fraudulent charge on my debit card for {$340.00} at XXXX XXXX XXXX XXXX XXXXXXXX in XXXX, Utah. I disputed the claim over the phone with the MACU fraud department and froze my account. I then noticed that while we were on the phone a new charge was added for {$120.00} at the XXXX XXXX in XXXX XXXX, Utah. I went in to the XXXX, Utah branch and disputed that claim and received a new debit card. I received provisional funds to replace the money taken in both fraudulent transactions within the next few days. 
On XX/XX/23 I received an email from MACU claim support stating that their investigation had found that the first transaction at XXXX 's was not the result of fraud, that my card had been present at the merchant, and since I had claimed card secure, it must have been me initiating the transaction. They said that they will take back the provisional funds to the amount of {$340.00} from my account on XX/XX/23. On XX/XX/23, I received another email regarding the second charge from the XXXX XXXX and stating that the provisional funds given for that transaction to the amount of {$120.00} would be taken from my account on XX/XX/23. I was clocked in at work on XXXX XXXX  during the time both transactions were initiated, and I was present at the XXXX branch within XXXX minutes after the second transaction showed on my account, so I could not have been present for either transaction. My card was in my possession with me at work and in the bank and could not have been present for either transaction. No one else with access to my account made the purchases either.

I am also frustrated with my treatment by the MACU fraud department. The employee that I spoke with on the phone when I attempted to reopen my disputes did not believe me and treated me as if I was a fraud, a thief, and a liar. They did not give me any information on how I can appeal their denial of my dispute, information to which I am legally entitled, and I was not provided with any documentation of events that cause them to believe my dispute was fraudulent. Two more fraudulent charges for {$300.00} from my XXXX XXXX savings and {$75.00} from my credit card occurred on my online account through fraudulent transfers to other banks on XX/XX/23, which I called the bank to dispute, and my experience with the fraud department was the same. They did not believe my claims that these transactions were fraudulent and they treated me as such. After much back-and-forth trying to prove that I did not initiate those charges, they extended a provisionary credit of {$75.00} for the credit card charge, but have not as of yet extended a credit for the {$300.00} charge. 
I do not believe that Mountain America Credit Union is doing all it can to protect its members and their funds. I believe that it is an unsafe bank, and I believe that it treats its members poorly.

Company response to consumer: Closed with explanation