Consumer complaint received 2017-04-26
Company: UMB FINANCIAL CORPORATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I accidentally wrote a check from our   XXXX   XXXX   XXXX   account that was not supposed to be written from that account because it took all but a few dollars from the account. The situation is that I am on my father 's account ( he is  XXXX  this year ) and write checks for him. I accidentally grabbed the wrong check book to write a check for fertilizer and wrote it from this account when I was not supposed to. I was in a hurry, it was an accident. I did not even realize I did it until Monday,  XXXX   XXXX ,    2017 w hen I went to make a deposit for dad. I was actually getting ready to pull away when I thought dad will want to know the new balance and asked for it. I was told the account was short {$110.00}. I explained to the teller that can not be because there should be over {$2000.00}. she said no and said it might be best in I came in. I go in to find that the account was more than {$110.00} overdrawn, that amount was not even correct. I had to wrote another check ( in addition to the original deposit of {$450. 00} ) for   {$100.00}. They also explain that they have rejected the electric bill and a check to the IRS. I asked when the check for the IRS came through, keep in mind by this time there are  3 te llers 'assisting ' me. They explain it came through the first time Wednesday,  XXXX   XXXX ,    2017 and  was resent 2 days later because that is their policy. I asked why they did n't call us for something that important and I was told it is their policy to not call. All  XXXX  tellers assured me that they knew it was an IRS check and that it was important, that is bank policy. They also explained they let a {$100.00} check to my brother go through. I said why would you let that go through and not the IRS? Do n't you think that would have given us notification then? They really never gave me an answer. I was told They send a letter. I stated we have not received a letter. They told me that is because it does not go out right away and that we would be receiving it in the next few days. They also went on to explain that there is a {$36.00} per transaction fee. I said why did you let it go through if you know we have not received notification yet and why would you have a policy that allows a check to be reran that quickly when UMB 's knows the customer has NOT been notified. Further more, how hard was it to say something when I was there and why was n't I given the total amount the first time? The manager said the second run for the IRS check was still being processed and in house but since I was not there by  XXXX    XXXX   Monday,  XXXX   XXXX ,   XXXX   she would not accept it. I asked how I was supposed to know that since I was not notified. I explained that the original check that caused all of this is my fault. I am responsible for the fees for that but the fees and chaos after that is due to gross negligence on UMB 's part. We are doing business with them to protect our money. This is not protecting the customer 's best interest and has cost a lot of money to fix, as of this date I do not know exactly how much. In addition, it is very poor customer service. By allowing checks to hit when the customer is not even aware there is a problem is stealing because of how th e UMB p olicy is set up they will receive a fee each time. Yes, I made a mistake but when  UMB  makes a mistake, that is all it is and there is no penalty. For examp le, UMB w as deducting {$2.00} a month erroneously last fall. I went in person in  XXXX  and followed up twice with phone calls for a 4 month period to get this deduction stopped. I was told each time sorry it was a mistake. I take responsibility for the first fee but after that when we were not notified I do not f eel UMB sho uld be able to charge.

Company response to consumer: Closed with explanation