Mascoma Bank

Mascoma Bank is ruining my credit because they refuse to acknowledge that a fraudulent loan was completed using my personal information!

My information was used without my knowledge or consent by a family member to get the loan in July 2022.

Mascoma Bank requested the items below. I provided everything except the bank letter:
- A legible copy of a valid government-issued ID (preferably in color)
- A signed and completed Identity Theft Report – FTC report completed and turned in
- A Police Report from my local police department – The police report has an admission of guilt from the guilty party and acknowledgment that I knew nothing about the loan! The signatures on the loan can confirm. To date, Mascoma Bank has not provided a copy of the "proof of ID" used to complete the original application. I am not sure how it got approved without Proof of ID.
- A document from XXXX bank showing that there was fraudulent activity associated with the bank account ending in **XXXX. I had a representative from XXXX Bank on a conference call willing to discuss the fraud issue and possibly create the letter needed to assist in the fraud investigation. This attempt was documented with XXXX bank as well. I attempted to contact the fraud department and a manager. These requests were denied.

RESPONSE: In December of 2024, I received a determination letter stating, "Our investigation has determined the debt to be valid." I emailed them questioning their results. Their response: "Tyler (no last name or contact) responded with: 'Thanks for reaching out. We would be happy to assist you with your inquiry, but we do not recognize this email address as being associated with an existing account. For security purposes, please contact us using the email address associated with your account. If it is more convenient, you can call us at 833-207-9823. We're available Monday to Friday from 6 AM to 6 PM Pacific Time, and Saturday to Sunday from 7 AM to 3:30 PM Pacific Time, except on New Year's Day, Thanksgiving Day, Christmas Eve, and Christmas Day. Sincerely, Tyler.' Well, of course, the email account doesn't match... the one you have is fraudulent. So I called and attempted to contact the fraud department and a manager. These requests were denied.

I am a disabled veteran with major anxiety issues. I live by the Air Force Core Values: Integrity First, Service Before Self, Excellence in All We Do. Mascoma Bank's actions or inactions have made me fall victim a second time to shame, guilt, hopelessness, anxiety, and overwhelming fear. I have lost trust in friends and family members. This has led to increased panic attacks and counseling sessions. The inability to focus on projects and tasks. I cannot work some days due to the anxiety caused by the worries of dealing with Mascoma Bank and the fraudulent issue. I cannot buy/refinance my house, car, or get a loan because my credit has been ruined as the fraudulent loan keeps appearing on my credit report. The next 7-10 years of my life are going to be a struggle, and Mascoma Bank refuses to acknowledge the fraud and make the situation right!

I will not give up.

Their new banking system is a complete step in the wrong direction. Their old app was great. Everything is unintuitive and complicated for no good reason now. They've also stripped their customer service messaging feature, so they won't hear about it. It's just so disappointing. Mascoma has sold out in 2024.

Deducted a purchase from my account but left it pending for 4 days. Then overdrafts me with a new purchase. Offered no help or customer service what so ever. Stay away

I feel the need to report to others who may be concerned that the managers of this bank have been uncompromising in their services to this old, partly disabled banker, and they have not at all been willing to listen to my particular needs and make compromises.
This has caused me great difficulty when the compromise I requested would have been so easy to grant. Their hard-headed need to follow their decisions has caused, to my detriment, impossible hardship for me.
You would think the PEOPLE who work at this bank would be able to understand the needs of such an old customer.