Consumer complaint received 2019-05-02
Company: UMPQUA HOLDINGS CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Late or other fees

Complaint:
On XX/XX/XXXX I received a mailed notice from Umpqua bank stating that my account was overdrawn. Since my son and I also share an account I wanted to contact him to see if this was his account. After he contacted me and stated his account was not overdrawn. On XX/XX/XXXX I went to my local Umpqua brank in XXXX Ca. Since I had an account there with {$500.00} that I did not use I felt I may have been the victim of theft. I spoke to XXXX who informed me that my account had been overdrawn I told her I did not use that account so it may have been hacked. XXXX went on to tell me that monthly service fees drained my account. I explained that when I set up this account the branch manager XXXX XXXX, stated that if I keep this account with a {$500.00} balance and have paperless billing no fees would be charged. I do not use this account so I did not look at my account on line. I was happy with the construction loan I had with Umpqua so I wanted to keep this account open. I THOUGHT MY MONEY WAS SAFE. On XX/XX/XXXX, I received message from XXXX to discuss fees and account. On XX/XX/XXXX I went to the XXXX branch again to check status and to again inform them that I was not happy with the issue I was told that they would clear overdrawn account and close. I was not happy with results and wanted to have manager contact me. I was informed a manager would contact me. On XX/XX/XXXX, I was contacted and told that they would look into situation since my account was being charged for many years the product may have changed and then affected my account. I stated that if account product changed I would have done whatever I needed to do to avoid service fees. On XX/XX/XXXX I spoke to XXXX store manager of XXXX. He stated fee structure and loss of time that compromised reimbursement May look to have other stores help. On XX/XX/XXXX I received mess from manager XXXX who stated reached out regarding checking account and service fees refund. Was told that they do not want to reverse fees and offered number of his manager XXXX @ XXXX/XXXX-XXXX to escalate request. On XX/XX/XXXX and XX/XX/XXXX, I left messages with XXXX to resolve issues with no calls back. On XX/XX/XXXX I reached out to Umpqua customer service sending an email with the above information. On XX/XX/XXXX XXXX with customer service emailed me back stating that she had forwarded my email to upper management so they could take a closer look at my account and would be following up with my supervisor to ensure I am contacted. On XX/XX/XXXX I was contacted by XXXX she was so incredibly rude after I told her of my story with the bank and what happened to my account. She stated that it is my responsibility to look at bank statement online. I informed her that I did not use that account and thought my account was safe. I told her she was providing poor customer service and asked why she thinks she can treat people so poorly. with that she said " You can go and complain about me '' She ended the call stating this is years old but she would see if she could do anything. asked what I wanted and I told her that my fees be reversed. She acted like I was unreasonable not taking any responsibility for this issue. On XX/XX/XXXX, I received call back from XXXX. I have left several messages with no response. It has been over a year and I have never received a written response from Umpqua Bank and I am very unhappy with the unprofessional and unacceptable treatment that XXXX responded with. I know that Umpqua would not be happy with her being any face of their bank. 
On XX/XX/XXXX, made complaint with XXXX XXXX XXXX. On XX/XX/XXXX, received letter from XXXX XXXX from Umpqua bank. Where they refused reimbursement. No enclosed statements were attached. I have not used this account. Only time this may have been used was when I opened up my son XXXX account they needed {$100.00} to open and I said I could write a check but since I had account they stated could transfer. At that time I assumed since they stated that product I had a bank was ok and I was not going to be charged fee. Bank person may have not understood my product. I did not question. But I am not sure this happened. Only thing I can think of.

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