SALT LAKE CITY — Mountain America Credit Union said it is continuing to work to address member concerns following a recent system update that led to transaction disruptions and account-access issues for some, an event that drew local news coverage.
The $22.6-billion Mountain America acknowledged over the weekend that some members experienced intermittent problems with debit card and ATM transactions as the credit union began a scheduled system update, according to ABC4 News
“Last night, as we began our scheduled system update, some members experienced intermittent issues with debit and ATM card transactions,” the credit union said in a statement posted to social media and cited by ABC4 News. “We understand how critical it is to have uninterrupted access to your funds, and we sincerely apologize for any inconvenience this may have caused.”
The credit union said its teams worked “through the night” to resolve the transaction-related issues.
ABC4 News reported that Mountain America issued an additional statement acknowledging that some members continued to experience problems, including issues involving activity alerts and account visibility, particularly for joint account holders.
‘Ongoing Concerns’
“We’re aware of ongoing concerns affecting some member experiences, including activity alerts and account visibility—especially for those with joint accounts,” the credit union said, according to ABC4 News. “Our teams are actively working to support members as quickly as possible.”
The credit union also said that cash applications linked to member accounts through automated fund transfers, including Apple Cash, Venmo, Zelle and PayPal, would remain unavailable during portions of the update process. It now states on its website that the conversion is complete.
Member Expresses Frustration
ABC4 News interviewed Mountain America member Michael Finger, who said he has been a member of the credit union for 17 years. Finger told the news outlet that while Mountain America communicated the upcoming system conversion in advance, he encountered significant problems when he attempted to access his account after the update.
“I was in someone else’s bank account, my bank account wasn’t there anymore,” Finger told ABC4 News, adding that he spent approximately an hour on hold with the credit union’s customer service line.
‘I Still Do Not Have Access’
Finger said he later visited a branch and was initially told employees could not assist him because computer systems were unavailable. After returning later, he said branch personnel were able to locate his account but had not yet restored his online access.
“So, I still do not have any access online to my account,” Finger told ABC4 News.
According to the report, Finger said he was frustrated by what he described as limited communication regarding the nature of the problems and the expected timeline for resolution.
“My big frustration with them has been their total lack of transparency in resolving the issues, communicating with the customers after the fact on what is going on and how long it is going to take,” Finger told ABC4 News. He added that he believed the credit union should have increased staffing levels to help address member concerns during the conversion.
Finger said his primary concern was ensuring the security and accessibility of his funds.
“I just want to know ‘where is my money?’” he told ABC4 News.
‘We Appreciate Your Patience’
Mountain America said it continues working to resolve the remaining issues and thanked members for their patience.
“We truly appreciate your patience as we work to deliver an enhanced experience to all of our members,” the credit union said in a statement cited by ABC4 News.
