Consumer complaint received 2025-10-30 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: MOUNTAIN AMERICA FEDERAL CREDIT UNION
State: UT

Complaint narrative:
To Whom It May Concern : I am submitting this formal complaint regarding the handling of my auto loan with Mountain America Credit Union ( MACU ). 

During my XXXX XXXX bankruptcy case filed in the XXXX XXXX Utah, I made multiple attempts to reaffirm my auto loan and communicated regularly with the bankruptcy department. On XX/XX/year>, I was informed by a MACU representative in the bankruptcy department that the reaffirmation agreement would be filed with the bankruptcy court. On XX/XX/year>, I contacted MACU again and was informed by a that no reaffirmation agreement existed in my records, and that a copy could not be emailed to me. The following day, on XX/XX/year>, another representative assisted me and had XXXX XXXX XXXX prepare and email the reaffirmation agreement for signature and filing. Unfortunately, the bankruptcy judge later informed me that the agreement could not be accepted because it was filed after the discharge date in late XXXX. 

Since the discharge of my bankruptcy, MACU has engaged in adverse actions that appear retaliatory in nature. Specifically, my ability to make automatic car loan payments through my MACU account was XXXX, even though this functionality was available and used consistently before my bankruptcy filing. This has created an unnecessary hardship, requiring me to call every XXXX weeks to make manual payments through the automated system. The process is unnecessarily difficult, as I am often transferred between automated prompts and representativesmany of whom are uncertain whether I am permitted to make a payment without escalation to the collections department. 

Despite my flawless payment record on this loan and the fact that I paid off my MACU credit card prior to discharge, I am being treated unfairly solely because I exercised my legal right to file for bankruptcy protection. Furthermore, MACU has refused to report my ongoing, timely post-discharge payments to the credit bureaus. This failure to report accurate, positive payment history has directly harmed my ability to rebuild my credit and has caused significant emotional distress, frustration, and anxiety. 

I believe MACUs actions constitute discrimination and retaliation against me for exercising my bankruptcy rights and represent adverse actions inconsistent with fair lending and member treatment standards. 

Accordingly, I respectfully request the following : XXXX. An investigation into why MACU failed to mail my signed reaffirmation agreement as promised. 
Why would the bankruptcy department need to create a new reaffirmation agreement if XXXX was already created and mailed to me on XX/XX/year> as they stated? 
Why did I never receive the reaffirmation agreement in the mail if they truly mailed it? 
Why did they not inform me about it being mailed when I spoke to them numerous times before the bankruptcy was XXXX at the end of XXXX? 

XXXX. Immediate correction of MACUs credit reporting practices to ensure my timely post-discharge payments are reported to all major credit bureaus. 
There is no law prohibiting voluntary reporting of accurate information even after bankruptcy has been XXXX. 

XXXX. Restoration of my ability to set up automatic payments from my MACU account, as I had prior to the bankruptcy filing. 
How is taking a payment over the phone for the car loan that was XXXX in bankruptcy different than taking a payment over the internet? 
How is this not retaliatory and I am including documentation of my communications with MACU representatives and proof of payment history for your review. Further, I am including an interpretation of the bankruptcy law that is misunderstood by banks and how the credit reporting agencies own reporting guidelines allow for payments to be reported with insights into how it is done. 

This situation has caused me significant distress, as I have continued to meet every obligation in good faith, only to be met with procedural failures and punitive treatment. I request a written response outlining the steps that will be taken to investigate and resolve this matter. 

Thank you for your prompt attention and professional handling of this complaint. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation