Consumer complaint received 2025-02-10 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: NV

Complaint narrative:
Complaint Against : Mountain America Credit Union Corporate Office : XXXX XXXX XXXX XXXX, UT XXXX Customer Service Email : XXXX Fraud Department Email : XXXX Subject : Formal Complaint Against Mountain America Credit Union for Failure to Investigate and Assist in Recovering Unauthorized ACH Transaction Summary of Complaint : I am filing a formal complaint against Mountain America Credit Union for its refusal to properly investigate, dispute, and assist in recovering an unauthorized ACH transaction in the amount of {$69000.00} made to XXXX XXXX XXXX on XX/XX/XXXX from my business account ( Account Number : XXXX XXXX. 

Upon discovering the fraudulent transaction, I immediately reported it to Mountain America Credit Union on XX/XX/XXXX. Despite providing clear evidence that I did not authorize this transaction, the bank has refused to provide proof of authorization, refused to dispute the transaction, and failed to follow proper fraud procedures. 

Timeline of Events : XX/XX/XXXX : An unauthorized ACH transaction for {$69000.00} was processed from my account to XXXX XXXX XXXX. 
XX/XX/XXXX : I contacted Mountain America Credit Union to dispute the charge. During this call : I was told I could not speak directly with the fraud department, and messages were relayed instead. 
The call disconnected, and the bank called me back. 
I spoke with XXXX XXXX, who stated that because this was a business account, the bank does not require proof of authorization for ACH transactions. 
She also refused to provide a written denial of my request for proof of authorization. 
When I requested contact information for the banks legal department, she refused and only provided generic emails ( XXXX and XXXX ). 
She became increasingly irritated, raised her voice, and spoke over me when I pressed for documentation. 
XX/XX/XXXX : The bank responded in writing, denying my dispute and stating that, per their policy, business ACH transactions must be disputed within XXXX ( XXXX ) business days of settlementan unreasonable timeframe for a fraud dispute. 
Repeated Attempts to Contact XXXX XXXX XXXX : I have attempted to contact the phone number listed on XXXX XXXXXXXX XXXX website, but I was informed that the number was not associated with the business. 

Issues with the Banks Handling of My Case : 1. Failure to Provide Proof of Authorization : The bank has not produced any documentation demonstrating that I authorized this transaction, yet it insists that it was legitimate. 
2. Unreasonable and Unfair Dispute Timeframe : The bank claims that I had only one ( 1 ) business day to dispute the ACH transaction, which is inconsistent with industry fraud protection standards and unreasonable given that I was unaware of the transaction at the time.

3. Lack of Fraud Investigation and Due Diligence : The bank has failed to properly investigate the fraudulent nature of the ACH withdrawal and has simply denied my dispute without reviewing supporting evidence. 
4. Failure to Escalate the Issue Properly : I requested direct contact with the fraud and legal departments, but the bank refused to provide a legal contact. 
The banks representative was dismissive, unprofessional, and unwilling to assist in my efforts to recover the stolen funds. 
5. Failure to Take Action Against a Fraudulent Recipient : I contacted XXXX XXXX XXXX at the phone number listed on their website, only to be told that the number was not associated with any business. This strongly suggests fraudulent activity. 

Requested Resolution : I am formally requesting that regulatory agencies investigate Mountain America Credit Unions mishandling of my dispute and require the following corrective actions : 1. Provide Proof of Authorization : The bank must provide written documentation proving that I explicitly authorized this ACH transaction. 
2. Initiate a Fraud Investigation : The bank must take steps to investigate this unauthorized ACH withdrawal, rather than dismissing it based on an arbitrary deadline. 
Mountain America Credit Union must initiate a dispute through XXXX and attempt to recover the funds. 
3. Reevaluate and Extend the ACH Dispute Window : The bank must change its policy regarding ACH dispute timeframes for fraud cases.

Business customers should have a reasonable amount of time ( such as 30 to 60 days ) to dispute fraudulent transactions.

4. Assist in Law Enforcement Investigation : Since XXXX XXXX XXXX appears to be fraudulent, the bank must provide full cooperation with law enforcement and provide any information it has regarding the recipients account. 
5. Reimbursement of Funds ( if negligence is determined ) : If it is found that Mountain America Credit Union failed to follow proper XXXX or regulatory procedures, I request that the full amount of {$69000.00} be reimbursed to my account. 

Next Steps : If this matter is not resolved promptly, I will be forced to pursue legal action against Mountain America Credit Union and XXXX XXXX XXXX, including filing a formal fraud complaint with law enforcement and initiating civil litigation. 

I appreciate your immediate attention to this complaint and request confirmation of receipt.

Company response to consumer: Closed with explanation