Consumer complaint received 2024-11-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: AZ

Complaint narrative:
On XX/XX/XXXX we just returned from the Social Security Administration in XXXX Arizona after waiting XXXX hours to get a dire need replacement check for the recipient that I am a representative for he receives SSDI. I called mountain America credit Union was on the phone with the customer service rep told her the situation about him receiving a 5-day notice because his original check that was supposed to go into the chime account had been returned because the account was not in my name it was in his name since the funds come in my name they sent it back and that caused it to be misplaced so the Social Security Administration printed him a replacement check so he can pay his rent since it never got to get paid and they gave him a 5-day notice for eviction. So she helped me mobile deposited {$700.00} was available right away and the rest I was told will be available at XXXX before XXXX came I decided to XXXX XXXX him the {$700.00} so he could go to the apartment complex and let them know that we did receive a replacement check and please don't go ahead with the 5-day eviction. That's the rest of the funds will be available at XXXX and they said okay and he already has to pay late charges for every day the rent wasn't paid so I checked at XXXX on the XXXX and it showed that the {$700.00} that they made available the resend it back to the rest of the funds and put the check on hold till the XXXX of XXXX. Also doing this they made my account minus {$660.00}. I called the fraud and dispute department they gave me a hard time and said that they could not release it because there's a flag on it thinking that it was not a legit check. I submitted after this all the documentation that I received with this check and other documentation showing that I am of his representative and everything that they would need to release these funds the XXXX notice everything and was told that they could not do this I called back to the fraud department and told them what if we avoid the check and I go cash it somewhere else so that he can get his rent paid and I could pay the {$670.00} that you put me in default for. And the person from the fraud department agreed told me I had to call the representative back I did this representative put me on hold got back on the phone and told me that they were not going to release the check to me they were not going to give it back to me they were not going to cash it that they were flagging it as fraudulent this was humiliating I have been with this Bank since XXXX I have been remembered and I have always had courteous wonderful people that I have worked with and these people humiliated me. So I got in contact with Social Security Administration supervisor we did a three-way call to the fraud department and they did not treat her with no respect at all and was still claiming that the check was fraudulent that they check the numbers on the check and the account that the check came from and that there is no such account we are with them back and forth we have the proof that the check was good we had everything that the department that printed the check gave to me but yet they still would not do it and they did not care that this person that is XXXX was going to be homeless I had never thought mountain America credit Union would have anybody working for them that was so rude to their members and so uncaring all the years I've been with them as I stated there will always kind people and they would not give me the number and name to anyone else that I could contact to solve this so this man can go pay his rent and now it's the fifth day and today 's the day that he is supposed to be evicted and they still will not release his funds

Company response to consumer: Closed with explanation