Consumer complaint received 2024-07-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: UT

Complaint narrative:
On XX/XX/XXXX a payment was made to XXXX XXXX XXXX XXXX XXXX  ) in the amount {$1100.00} using my bill pay service with Mountain America Credit Union. On XX/XX/XXXX, I was notified that my mortgage had been sold to XXXX XXXX and that the loan was delinquent. The new loan company called XXXX with me in a XXXX way call. During that call, I was informed they did not show the payment and as the servicing had transitioned to the new provider, if they got it they would return it to the bank. I engaged Mountain America Credit Union ( MACU ) on XX/XX/XXXX. 

I was transferred to the bill pay department at she informed me that she would have to open a case. She stated that their bill pay function is managed through XXXX and someone from XXXX would be calling me. On XX/XX/XXXX, I reached out to the bank for an update and was on a call with them for over an hour. The prior agent had done nothing with the complaint. Almost 3 weeks after my first attempt, I was told again that XXXX would call me. On XX/XX/XXXX after not hearing from XXXX, I insisted on speaking to a manager. She was very helpful and I thought I was making progress. She agreed to forward me an email with the payment reference number and a summary of the action she was taking. XX/XX/XXXX I did get a call from XXXX but was in the middle of a meeting. I called back and attempted to do a 3 way call with the mortgage company. The mortgage company informed us that they could not find my account based on the SS # or the property address. As a result, XXXX said that there is nothing more they can do. They need the Mortgage company to find the payment that is mis-posted and without me on a call with the carrier their hands are tied. After getting no help from XXXX which is who MACU said would be able to solve the issue, I started calling around and found that there are no longer phone agents taking calls on XXXX accounts and when you call the XXXX # for XXXX it transfers you to the new servicer who then says they can not pull the account because it was closed ( sold to XXXX XXXX ) and therefore the information was not loaded to their system. 

In short, MAC pulled the funds from my account, XXXX transferred them to XXXX, XXXX claims they never received them. MACU is not providing a solution for getting my money back. Additionally, they are forcing me to work with XXXX with whom I do not have a relationship and XXXX can only solve the issue if I can get XXXX on the line for a XXXX way call which I was told is impossible as there are not phone agents. 

XXXX, I have spent hours on the phone trying to resolve the problem which in itself is an issue but on top of that, I am no closer today than I was on XXXX to a resolution. 

There are times through this process, that they have intentionally made it difficult to understand as if they think if they give me the runaround I will just go away. It feels very deceptive as if they are trying to take advantage of me because of my age.

Company response to consumer: Closed with explanation