Consumer complaint received 2021-04-14
Company: UMB FINANCIAL CORPORATION
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2021, XXXX XXXX restricted my XXXX XXXX XXXX Account, for which UMB Bank is the custodian, meaning that no deposits were honored into the account. This action was taken because XXXX had requested an updated Customer Information Form on XX/XX/XXXX, and my wife & I promptly completed this form for our joint checking account. XXXX had this document on file and it was given document number XXXX. 

No written ( or any other kind ) of notice was provided to me or my spouse that the account was restricted. 

On XX/XX/XXXX, XXXX my wife 's payroll was sent to the account via ACH direct deposit, and it was rejected and returned to her employer. We promptly contacted XXXX to enquire as to why this occurred, the XXXX Service Rep stated that the Customer Information Form wasn't on file and it needed to be in order for the checking account restrictions to be removed. My wife & I promptly completed this form, for a second time. This form was given the document number XXXX. 

On XX/XX/2021 I contacted XXXX XXXX at XXXX again for a follow-up, as the checking account was still restricted and various ACH insurance reimbursements were dishonored and returned to the insurance company. She provided the aforementioned document number, stated that we actually needed to complete the document 3 times, and return it. No notice was provided to my wife or I of this fact. We did so. That document number is : XXXX. I contacted XXXX via phone again and was assured that the form appeared to be correctly completed and indicated that the restrictions would be lifted by Tuesday, XX/XX/2021 and the account would again be allowed to accept ACH direct deposits. 

On XX/XX/XXXX, my Social Security Disability ACH deposit was dishonored and returned to the U.S. Treasury Dept. This has resulted in a couple of dishonored checks for which there should have been sufficient funds if the ACH deposits had been accepted and were issued only after I was assured that my ACH would be accepted, and this has resulted in me not being able to pay my bills or basic living expenses. I am attempting to track down the returned Social Security Check in order to pay my mortgage on time- so far unsuccessfully. 

To date, no written notice of these restrictions or explanation has ever been provided ; other than by way of calling customer service which said a Customer Information Form with a document number indicated the date of XX/XX/2021 wasn't on file by XX/XX/XXXX and therefore the account was restricted. This form was re-completed with a document date of XX/XX/2021, then again on XX/XX/2021 because we had neglected to complete XXXX individual copies of the form ( I pointed out only one copy was sent ) but as of the date of this letter, XX/XX/XXXX, the account is still restricted and my Social Security Disability check was rejected. 

My wife obtained XXXX XXXX in the United States from her native country of XXXX  and requests your agency to review the many troubling items in this letter to see if these adverse actions were taken against her due to her ethnicity. I am requesting your agency to review if, as a consequence of having a XXXX or other regulated factor, resulted in the fact that U.S. Treasury payment for XXXX was returned, without cause, notice, and in spite of verbal assurances to the contrary. 

Is this type of restriction customary for other XXXX XXXX Account holders? Certainly, it would be interesting to compare the duration of the restrictions that my wife and I experienced to that of other customers ; in spite of turning the requested forms in three times. 

This fact pattern is as absolutely unacceptable as it is incomprehensible. And we hope our family is somehow able to pay our Mortgage and other customary monthly bills on time for which we carefully budgeted.

Company response to consumer: Closed with explanation