Consumer complaint received 2025-11-17 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: UT

Complaint narrative:
On XX/XX/XXXX, I received a text message that appeared to be from Mountain America Credit Union ( XXXX ) asking if I had authorized a payment at the XXXX XXXX I replied XXXX. Within a couple of minutes I received a phone call. The caller claimed to be from XXXX Fraud Department, referenced the exact text message I had just received, and walked me through what they said was an urgent fraud situation on my account. 

The caller told me that scammers had obtained and reactivated an old card number and that they needed to upgrade my account to XXXX XXXX XXXX XXXX. They said their XXXX XXXX team needed to scan my phone for malware, and I believed I was speaking with my banks fraud specialists. They kept me on the phone for over XXXX hours, during which they instructed me to complete a transfer involving my bank account and XXXX XXXX, telling me the money would be immediately returned. I complied because I believed this was XXXX XXXX preventing active fraud on my account. I did NOT intend to send money to a scammer. This was a deception-based fraud incident. 

As soon as the call ended, I phoned XXXX directly, who told me to go immediately to a branch. I did. I told them not to let the transfer go through. I was told they had to let it go through because that is how they catch scammers. The branch then closed my accounts and reopened new ones. I filed a police report the same day. 

XXXX later denied my fraud dispute and sent a letter stating they were requesting information from XXXX. When I contacted XXXX, I was informed that the XXXX ID used in the transaction had been deleted and that they have no record of the transaction. This directly contradicts XXXX stated basis for the denial, and the merchant can not produce documentation. 

I returned to the branch to re-dispute on the XXXX of XXXX. I submitted : Screenshots of the text message initiating the fraud Screenshots of the phone number used to impersonate XXXX Screenshots showing the scammer XXXX location services on my XXXXXXXX XXXX  Evidence that my XXXX XXXX was compromised and ultimately deleted A police report filed the same day An explanation of the professional and financial harm caused Despite all of this, XXXX denied my dispute again. They categorized this as an authorized transaction even though it was clearly fraud induced by deception and impersonation. I only initiated the transfer because I was misled into believing I was speaking with XXXX XXXX XXXX team about an urgent security threat. This fits the definition of an unauthorized electronic funds transfer under Regulation E. 

This incident has caused extreme disruption, including needing a new XXXX ID, a new phone, resetting all professional accounts, loss of critical business data, and exposure of sensitive personal documents ( including birth certificate and Social Security information stored in my XXXX XXXX ). 

I am requesting that the CFPB require XXXX to : Reopen and properly investigate my fraud claim under Regulation E, Refund the full amount of the fraudulent transfer, and Provide documentation supporting their denial if they maintain their position, including any merchant evidence ( which XXXX has stated no longer exists ). 

I acted in good faith based on fraudulent impersonation of XXXX. The bank failed to protect me, failed to block an obviously fraudulent transfer, required it to go through, and has twice denied my dispute without adequate investigation. I am requesting CFPB assistance in resolving this matter.

Company response to consumer: Closed with explanation