Consumer complaint received 2018-11-08
Company: UMPQUA HOLDINGS CORPORATION
State: OR
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Today, XXXX XXXX, XXXX I realized XXXX XXXX had withdrawn two {$5.00} fees for UNDELIVERABLE STATEMENT FEES on XXXX XXXX and XX/XX/XXXX of XXXX. 

My first complaint is that XXXX XXXX ( XXXX XXXX ), Assistant Vice President, was very insolent and rude. She wouldn't even look or listen to me when I spoke to her. 

My second complaint is that XXXX XXXX with its faulty system is robbing people with their fees. XXXX dollars for UNDELIVERABLE STATEMENT FEE is a ridiculous amount. 

My third complaint is that I had on several occasions asked for the address to be updated and it was frustrating that it didn't get done when I first asked. I knew they weren't updating because I kept getting mail with the old address forwarded to me. 

My fourth complaint is that I had to ask the bank to close and delete my old checking account many times. I would go to the bank in person and ask the clerks to make these changes and they would say it was all taken care of but it wasn't. This ended up costing me money because online banking was set up to the old account with no funds automatically and when my bill pay would hit the lender would end up charging me for not having the money. 

Today, I stopped by the branch and spoke to clerk, XXXX XXXX, and he explained the fees were charged because the bank tried to deliver my statement and it was returned to sender. I explained to him that I have updated my address with the bank on several occasions and that I didn't understand why the statements couldn't be delivered. I told him that in the past I was charged a MAINTANENCE FEE of {$3.00} in XXXX for the months of XXXX through XXXX for getting paper statements instead of electronic. I'm certain I changed to electronic statements at that point and to support that, I can prove the fees stopped until this year but now with a different name. I also requested a refund for the fees. XXXX was very polite and attentive at all times and said he had to talk to his supervisor about the refunds so I waited for about ten minutes.

He returns to say he can only refund one {$5.00} fee and that their system showed one address update that took place in sometime in XXXX and that whoever made the change forgot to click something and the address in my savings account was not updated. Basically, it was a bank error that they didn't update my address and that they weren't sending electronic statements. I ask to see his supervisor. 

When XXXX XXXX finally came to talk to me, she was completely dismissive. I was trying to explain my situation and she was looking at the screen and started talking to XXXX while I was talking to her. She was not happy to refund me because she insisted I had only recently changed my address and wanted me proof of me changing my address before. She finally decided to give me a refund for {$10.00} and told XXXX in front of me and all the customers to add a note on my profile that if I had future complaints I wouldn't be refunded. In other words, I was black listed because I am rightfully asking the bank to give me back money that is mine. I was not asking for a hand out. 

This was the first time I asked for a refund for my money at this bank and I was treated with extreme contempt and disdain. 

XXXX XXXX advertises personal and friendly service, " the kind of bank a customer can take home to meet their parents. The kind of bank that customer can be proud to introduce to all of their friends. '' This is false advertisement and they are trying to steal from their customers.

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