Consumer complaint received 2023-05-05
Company: UMB FINANCIAL CORPORATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
VICTIM OF FORGED CHECK. Our firm XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, PA ) has an account with XXXX XXXX ( XXXX ) and check writing account with UMB Bank , National Association ( UMB ). Our firm was victim of a forged check. The forger stole from the US Mail our envelope with a check. The forger washed the ink from the check ( per XXXX County police ), changed the payee, increased the amount of the check from {$150.00} to {$9800.00}, and forged my signature. The forger negotiated the check, and UMB improperly honored the forged instrument. UMB improperly debited our bank account on or about XX/XX/XXXX. On XX/XX/XXXX, I reported to XXXX the forged instrument. The theft was reported to XXXX County police and the US Postal Inspection Service . Both agencies confirmed that theft of checks from the US mail has been on the increase nationwide. Indeed, XXXX issued an alert on XX/XX/XXXX to all banks to notify them that same scheme ( involving theft of checks from the US Mail that are forged and negotiated at banks ) was occurring nationwide. See copy attached. 
NO NEWS FROM UMB. - Since then, I have received no information from UMB or XXXX as to the status to credit the stolen funds to our account. 
THE FORGERY IS UNDISPUTED. Neither XXXX nor UMB has never raised a single issue or expressed a concern. The forgery is undisputed. The negligence of UMB is undisputed for processing and paying a forged check. The responsibility of UMB and XXXX is undisputed for this loss. 
XXXX WASHES ITS HANDS OF THE PROBLEM AND POINTS ITS FINGER AT UMB.- On XX/XX/XXXX, XXXX XXXX XXXX of the Executive Office of XXXX advised me that it can not do anything other than to wait for UMB to conduct its investigation and make a decision. It stated : At this time, we do not have an update on the investigation of altered check number XXXX. While I understand this can be frustrating, there are set rules and timeframes in place to allow the bank to complete an investigation ... You will be contacted as soon as a determination is received from UMB Bank on the case This issue has been escalated to the highest level, and I regret that we can not expedite the timeframe of the investigation, nor is there an exception to the policy and provisional credits for a forged or altered check. 
UMB REFUSES TO RESPOND. My efforts to reach the fraud or security division of UMB hit a brick wall. 
I asked to be connected with the fraud or security division. I was told that no calls can be transferred to that division. 
I asked for the fax number. I was told that there is no fax number available for that division. 
I asked for an email. I was told that there was no email for that division. 
XXXX ADMITS THAT IT HAS NO CLUE ABOUT THE PROGRESS OR STATUS OF UMBS REVIEW OF THE CLAIM.- On XX/XX/XXXX, in response to my inquiry for an update, XXXX XXXX XXXX of XXXX responded as follows : I acknowledge that this is not the response you are hoping for, and I can absolutely understand your frustration. Please know that XXXX does not receive updates during the investigation, and we do not have a way to expedite the matter. We will be notified once the investigation has been completed. 
More than 120 days have lapsed, and so far nothing has been done. 
Our firm did nothing wrong. But XXXX and UMB did. The bank was negligent. The bank screwed up. The bank cashed a forged instrument. The bank was taken by the forger. And XXXX allowed the bank to debit our account with a fraudulent transaction, and XXXX refused to reverse the debit. 
WHY DOES XXXX SUPPORT THE ABUSIVE TACTICS OF UMB? - It is puzzling to understand why XXXX supports and allows the abusive tactics of UMB.

Company response to consumer: Closed with explanation