Consumer complaint received 2021-07-12
Company: UMPQUA HOLDINGS CORPORATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2021, I ordered two pairs of what were advertised as orthopedic shoes. The definition of orthopedic shoes is understood in the public mind to describe only high-quality footwear that is durable and provides excellent arch, heel and toe support for people with orthopedic conditions that cause pain and require this support to alleviate their suffering. Orthopedic shoes are not chunks of plastic foam with no real insole, a plastic upper, and a ribbon of plastic around the edge where upper meets sole to disguise the shoddy workmanship. Unfortunately that was what I received two pairs of. 

I have uploaded some photographs of these shoes, that arrived in transparent plastic heat-sealed packages. The shoes and their packaging looked, felt and smelled identical to slippers that can be bought in any XXXX XXXX for under {$3.00}. The quality is as bad as possible, while still presenting a photographable appearance. The materials are almost non-existent, resulting in the shoes having virtually no weight. Objectively, you can see this where I have photographed each of these shoes on a gram scale. Compared with the weight of a genuine orthopedic shoe or sandal, of which I send you two genuine examples, manufactured by The XXXX XXXX and XXXX, these fraudulent XXXX shoes weigh much less than their genuine counterparts. 

These shoes were shipped to me from California, however, this occurred only after I had exercised my lawful right to cancel for their failure to comply with the FTCs Timely Delivery Rule, when I demanded my money back after they gave me a revised delivery time over 30 days past date of purchase. Suddenly, they managed to send them to me from California, ignoring my lawful, timely demand to cancel the purchase based on their promise of untimely delivery, which was justified by the false statement that the shipment would come from XXXX, XXXX. 
The XXXX fraudsters " are '' wherever is convenient for them, in their search for a good scam to avoid accepting a single return. ( While the Company promises returns for defective materials, that is exactly what I have presented them with, and they have done nothing but lie and reject my demands for the return of my money. ) Thus, when I discovered the shoddy manufacture of these counterfeit orthopedic shoes, and requested to return them, they advised that even though the shoes had shipped from California to me, I would have to ship them back to XXXX. 

One would think that, having exchanged in the extensive email dialogue, having documented all of my claims of fraud, that UMPQUA BANK, where I deposit my money would enable a charge-back of this fraudulent purchase. ( See scan of their rejection letter, the last page of the Exhibits. ) UMPQUA BANK appears to value the revenue from their share of this fraudulent transaction over the lawful demands of their depositor. That is the only reason why UMPQUA BANK has decided to let XXXX walk with my money. This is deserving of an financial sanction by the CFPB under the Civil Penalty program described at https : //www.consumerfinance.gov/enforcement/payments-harmed-consumers/civil-penalty-fund/.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation