Consumer complaint received 2019-02-24
Company: UMB FINANCIAL CORPORATION
State: KS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2019, we were victims of a very sophisticated credit card extortion. This followed remote access to our computer by a group which had perfectly cloned all XXXX identifying information. Once in our computer under the guise of helping us eliminate hackers in our new and unfamiliar XXXX system, they identified and held hostage our largest bank account, demanding the purchase of gift cards to give them the security codes necessary to eliminate the hackers and reset our computer security. The most disconcerting and XXXX   producing element of this contact was that of five bank accounts stored in our computer, they had scanned files and quickly identified the account with the largest balance. Assurance was given that they would not use the card, just the security code, and a refund for the amount of the card would be sent immediately. After each transaction, a perfect appearing XXXX email was received with a refund receipt for the amount of the card. Given the sophisticated level of this group, and knowing they had identified our largest balance account, we felt we simply had no choice but to cooperate with these extortionists until we could reach XXXX XXXX bank to freeze our account. Considering this was armed robbery in a different dress, we felt it best to follow law enforcement advice to cooperate with the robbers until they can be neutralized. Once that was accomplished, we terminated contact with the extortionists and began notifying all pertinent institutions and law enforcement of this fraud and extortion. Upon examining our Visa transaction statement, we discovered an additional charge made after the criminals obtained our credit card data. Two purchases were made during this extortion at XXXX XXXX # XXXX, the transaction log lists three. All details are contained in supporting documents from law enforcement and agencies concerned.

Two credit card issuers were involved in this theft and extortion. XXXX  XXXX XXXX, and XXXX XXXX XXXX. XXXX  XXXX XXXX has been extremely understanding, cooperative, and absolutely efficient. Within 9 days of reporting this theft and forwarding all documenting evidence to XXXX, we received a letter from XXXX granting a refund to our account pending investigation completion. We have since been advised XXXX has determined our claim to be resolved in our favor as a valid reported case of fraud, theft by deception, and extortion. XXXX  further stated their appreciation for furnishing such detailed documentation to assist in their further investigation so as to protect other XXXX clients, and thanking us for our patronage. 
XXXX XXXX XXXX has been an entirely different matter. Our initial contact with the UMB staff member meant to handle fraud cases was regrettably dismissive, totally unempathetic to our situation, and obstructive to our efforts. As soon as she heard that our credit card was not stolen, but rather used under extreme duress in an extortion scheme, she showed no interest in listening to, or receiving our verified documentation of this fraudulent activity. Just a flat statement of nothing she could do to help us. Even refusing to assign this dramatic case of criminal activity a case number, thus giving the erroneous appearance to further investigation that we were negligent in reporting this fraud. When challenged in a subsequent contact regarding the lack of a case reporting number or file which appears to be a breach of common fraud reporting procedures, the agitated, terse response was, " all I can do is send an email to them saying you disagree with our policy of not considering this fraud. '' When I again asked the identity of " them '', I realized she had abruptly disconnected. After giving UMB two business days for a staff member to respond to no avail, I contacted and left a voice mail requesting assistance and a return phone call with the Director of Customer Service. Today we were contacted by a Customer service staff member. This staff member thankfully proceeded with a different approach. He spent time allowing us to explain the real facts surrounding our situation and thus gained proper perspective into the extraordinary circumstances surrounding our case. Our conversation was closed with the much appreciated assurance that he would have a review of our documentation which was previously submitted to the UMB Dispute Operations Center in XXXX. We have been UMB clients for 49 years, with very positive relationship with the bank for that entire period. Up until this unfortunate dramatic incident, we have never had an issue with their products or services, and have been a trouble free client. We have been diligent and responsible to maintain our current XXXX credit score. An unresolved fraudulent credit card charge has a dramatic impact on credit usage to credit available ratio, and thus impacts a credit score. This in turn has a domino effect in many other areas. Secondarily, without proper pursuit and investigation to uncover this sophisticated group, more UMB clients are exposed, potentially resulting in greater losses to the bank.

At this point, we are requesting CFPB assistance with UMB in determining this incident and charges incurred were made under extraordinary conditions of blackmail and extortion. Charges were made in order to protect our bank account, which in effect was being held hostage. Charges were made under forced coercion, rather than intentional and voluntarily. The charges in question in no way benefited the card holder. The only fair determination, considering the exceptional and unique circumstances in this case of criminal extortion, is to render the cardholder blameless and without malice. Any assistance CFPB can offer to assist us with resolving this issue will be gratefully appreciated.

Company response to consumer: Closed with explanation