Consumer complaint received 2025-04-03 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: UT

Complaint narrative:
On XX/XX/XXXX, I opened 3 CDs w/ Mountain America Credit Union ( MACU ). One w/ a 60 month term and two w/ 18 month term. These were all supposed to auto-renew upon maturity. On XX/XX/XXXX, I called MACU to request my 1099 for these accounts. While discussing 1099, it came to my attention that MACU didn't auto-renew the two 18 month CDs which matured on XX/XX/XXXX. They matured the CDs and moved them into a very low interest savings account XXXX %. I asked them to investigate since I requested them to be auto-renewed. They mentioned, the sent out communications to me with how these were going to mature which I let them know I never received. They told me there was nothing they could do since these were set up at their XXXX, Ut branch and they didn't have evidence of what the agent did. While disappointed, I knew there wasn't anything I could do unless I found documentation stating otherwise. A few days later, I found the original documentation for the 18 month CDs which clearly state they should have auto-renewed, so I contacted MACU on XX/XX/XXXX requesting them to investigate and provide me the interest lost over the past 12 months these should have been in a higher interest CD. The agent reviewed my account and also found the same documentation that I had which he acknowledged states they should auto-renew. He also review to see if he could see why they didn't auto-renew and found nothing. He then sent my case to his escalation group who denied my claim on XX/XX/XXXX stating I didn't bring this to their attention fast enough. No other reasoning was given. I expressed that I wasn't aware this was the happened since they should have been in a CD due to the auto-renew and there was no reason for me to review their status. I only have CDs w/ MACU so rarely log into their app or website since my money should auto-renew. This is typical behavior of a consumer where they want to just leave money to grow. They again ignored me and said they were going to close my claim. During the escalation process, I requested the following : XXXX Since there is documentation stating my CDs should auto-renew, what will the bank do to get me the interest I should have earned. 
XXXX Why didn't the bank review the documentation they had when I brought this up to them on XX/XX/XXXX which states the CDs should have auto-renewed? 
XXXX I spent many hours on the phone w/ MACU just to have them ignore and bully me, so what will they do to compensate me for my time? 
XXXX Why didn't I receive any notification they were not auto-renewing my CDs? 

On XX/XX/XXXX when I was told they were denying my claim, they didn't answer any of these questions and basically told me I was out of luck. Since these are CDs, I don't understand why a customer has to prove to them their system messed up when they have evidence on my account given the documentation. I will attach the documentation I found showing they should have been auto-renewed. 

Thank you, and please let me know if you need more information. I feel this bank bullies its customers so they don't have to fulfill their agreements even when they have evidence showing they are in the wrong.

Company response to consumer: Closed with monetary relief