Consumer complaint received 2025-10-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: NM

Complaint narrative:
My Bank, Mountain America Credit Union, denied my fraud charges. 

Between XX/XX/XXXX XX/XX/XXXX, multiple unauthorized debit card transactions were made in XXXX, XXXX, XXXX XXXX, while my wife and I were in another town and had the physical card in our possession. 

The fraudulent charges total approximately {$640.00} and include merchants such as XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX and Go, and others. These purchases were all processed between XX/XX/XXXX and XX/XX/XXXX, with related XXXX XXXX XXXX XXXX fees appearing on the same dates. 

We immediately reported the fraud to our credit union, provided travel documentation showing our location, and requested reversal of the charges. The XXXX XXXX denied our claim, stating the transactions showed chip and PIN usage, which is impossible since the card never left our possession and we were not in XXXX at the time. 

We have asked for documentation of the XXXX transaction logs and XXXX XXXX data supporting their decision but we were told we needed a subpoena to receive this information. We are requesting CFPB assistance to obtain these records and require the credit union to properly credit the disputed funds under Regulation XXXX. 

Transaction ID Posting Date Effective Date Transaction Type Amount Reference Number Description Transaction Category Type Memo XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXX XXXX XXXX Date XX/XX/XXXX xx XXXX Card XXXX Restaurants & Dining Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX XXXX DE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXX XXXX XXXX XXXX Date xx XXXX Card XXXX Restaurants & Dining Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXXXXXX XXXX XXXX Date xx XXXX Card XXXX Other Expenses Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX XXXX XXXX Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXX XXXX XXXX Date xx XXXX Card XXXX Groceries Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXXXXXX XXXX XXXX XXXX Date xx XXXX Card XXXX Restaurants & Dining Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX XXXX DE XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX XXXX XXXX Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXX XXXX XXXX XXXX Date xx XXXX Card XXXX Restaurants & Dining Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Grab XXXX Go Gasoline/Fuel Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX xx XXXX Card XXXX Groceries Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit SUPERMERCADO XXXX XXXX XXXX XXXX XXXX xx XXXX Card XXXX Groceries Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit SUPERMERCADO XXXX XXXX XXXX XXXX XXXX xx XXXX Card XXXX Groceries Card Fraud XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Card XXXX XXXX XXXX ASSESSMENT Date XX/XX/XXXX Card XXXX Service Charges & Fees Withdrawal XXXX XXXX XXXX XXXX XX/XX/XXXX XX/XX/XXXX Debit XXXX XXXX Withdrawal Debit XXXX XXXXXXXX XXXX XXXX XXXX XXXX xx XXXX Card XXXX Groceries Card Fraud

Company response to consumer: Closed with explanation