Consumer complaint received 2023-05-19
Company: UMB FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
Since you have a line of communication to the Legal Department, I will mention to you that I just talked with the fraud department. 

I have never reported fraud with UMB. I acknowledge that I made a purchase with XXXX on XX/XX/XXXX in the amount of {$560.00} ( this charge did not hard post until things were shipped out and you will see two transactions in the amount of {$440.00} and {$120.00} both on XX/XX/XXXX and these are the only charges in question ). These have both been charged to my account, and I have returned most of the purchase, so I am not sure why this is still going on. Close the dispute. The only charges that I disputed were never taken care of, but yet all these other ones were and your answer to me was " I cant talk to you anymore because you are seeking legal advise ''. You not only should not be in customer service, but you should not have your job anymore, as well as everyone else who had hands in this. This is my money that we are talking about, and even though you dont care about it, I trusted UMB to bank with for a long time and you all let me down. I am at a lose for hundreds of dollars and the bank will be responsible for rectifying this as well as all the charges that resulted from the error. 

EVERYTHING ELSE, was legitimate ( not Fraud and not disputed - as I made it very clear that I made the purchase on my XXXX Credit card ) and UMB has made significant errors in my accounting. My concern is the number of vendors and credit card processors that you will have to settle up with as well as the fees that are associated with the banking errors. I have been threatened legal action and have done absolutely nothing wrong. I came to you for help on Monday. I have been calling UMB for weeks and nothing has been resolved.

In addition, if you look back through the notes, I was advised that a {$4600.00} debit was to come out and then {$5300.00} was taken out. This corresponds with my math from the attachment that I sent to you this morning, meaning that UMB has taken an extra {$680.00} out of my account. This is my best guess. With the charges that came out ( XXXX, which are on the account as a debit now, there is nothing left to do ). I just want this all closed out, I want my accounts frozen bearing in mind that I have a XXXX  XXXX payment that will soon post in the amount of {$700.00} - tomorrow or Monday. 

Please have legal call me. Your avoidance of this problem is completely unprofessional and proves your inability to help me solve this problem. I was advised by someone on the Disputes team that this was a glitch in the system when the new " customer experience '' software was rolled out and that there have been problems with a lot of other accounts. 

Do not treat me poorly for your establishment 's error. I have been a customer with UMB since XXXX. My next step will be to reach out to the CFPB, XXXX and FDIC to submit complaints there too. I have given you all close to 60 days to resolve this and I am done waiting. I have not sook out legal, so I am not sure where you got that idea. I have exercised my consumer rights under the governing bodies that are here to protect me from faulty and bad banking practices. 


I will be coming into the branch tomorrow to close out my account. I have downloaded my transactions from online banking and there appears to be a discrepancy. I was told that the bank was to debit {$4600.00} and {$5300.00} was taken out yesterday once I told the dispute team that I would be withdrawing all the money in my account. Funny it took that to make something happen. Even more sad that no one is helping me and you all have made this much of a mess that I have absolutely no idea how much money I have. According to this ledger, I am owed {$680.00} and I expect to be able to make this withdrawal. 

I have filed a complaint with the Division of Finance. Please take a look at the attachment, as I want this rectified today so when I come in tomorrow, I can make a withdrawal.

I have moved all my money out of my savings, I have made a {$700.00} payment to capital one and want my account frozen. I would also like to have this figured out and will want to withdrawal the additional money of {$680.00} and terminate my relationship with UMB. 

In addition, I expect that all the vendors be paid for the purchases that are on here. I will be real honest, I stopped looking at this after I was able to reconcile up to XXXX charges. It is a mess and I just want my money. If I owe you all anything, you can write it off. This is unacceptable and I will be pursuing things with the DOF. 

Please let me know what time you will be there and I will meet you. I also am a little disappointed that given this situation, you have not responded to my emails. I have been a long time customer and understand that I am just a number to you.

Company response to consumer: Closed with explanation