Consumer complaint received 2025-06-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: CA

Complaint narrative:
I signed up for Mountain America Credit Union when I was living in Nevada. I moved back home to California in XXXX and have been using XXXX XXXX XXXX XXXX since then. I havent had any previous problems with the XXXX XXXX, Ive had great experiences previously. 

XX/XX/XXXX made a withdrawal in the amount of {$100.00} by debit card to XXXX XXXX, {$25.00} donation to XXXX AND {$11.00} withdrawal to XXXX XXXX. 
My debit card is being locked by Mountain America Credit Union saying I have unusual activity on my account. I verified the charges the block was removed so I continued to use my debit card as usual. 
XX/XX/XXXX, made XXXX debits for XXXX  {$5.00} and another for {$20.00} for XXXX XXXX and another for {$5.00} to XXXX XXXX. These are computer games that I play. My debit card was locked again. I called to have the debit card unlocked and I had to go through all the transactions to make sure I authorized them, which I did. My card was unlocked again. 
This process has been going on and off since XX/XX/XXXX. 

XXXX on ( XX/XX/XXXX ) Spoke with customer service because my debit card was blocked again. Transferred to Mountain America Credit Union XXXX XXXX. and was told by XXXX, I need to call customer service again, I tried to get an explanation why because I was already transferred to him. He kept interrupting me said he cant help me but went through all my transactions. Asked for his name and location, he said he cant give me that information for security purposes, you dont need that information. I said I do need that information, I plan on reporting you for your discourteous behavior he continued to talk over me and was very rude. 

Tonight, ( XX/XX/XXXX ) same thing again. I called was on hold waiting for a Representative for over XXXX hour. When I finally spoke with a representative He told me for the safety of my account he can not access my account. Even though I went through the entire automated verification process again, gave my code word and put the last XXXX numbers of my social security number. He said I need to go into a XXXX XXXX Branch with my id ( Even though there are no branch offices in California where I live. ) He said he could only take my number and have someone call me back. I said I was returning a call from a representative who called earlier, why cant I get any answers? He repeated its for the health and safety of your account. I voiced my frustration and said I cant access my own money even with my debit card, I need assistance to get my card unblocked. He said XXXX take my phone number and someone will get back to me it could take XXXX hours. I asked which department would be calling me back? He said he didnt know. But someone will get back to me. Between XXXX - XXXX hours and since its the weekend it could be Monday or Tuesday. 
This has been a very frustrating situation and I am frustrated that I dont have access to my own bank account. The bank is hyper vigilant and constantly blocking my debit card without my permission. I cant even get my money out of a local atm because of the blocks. Each time I call, I speak with the fraud department and customer service and XXXX told they have unblocked my card I shouldnt have any more problems with it and to no avail, it keeps happening.

Company response to consumer: Closed with explanation