Consumer complaint received 2016-07-31
Company: UMB FINANCIAL CORPORATION
State: MO
Product: Credit card
Issue: Billing disputes

Complaint:
I had a XXXX XXXX Visa Credit card ending in XXXX. I authorized an amount of {$4.00} on XXXX/XXXX/16 towards S & H of a free sample of a product online to a Company ( I do n't remember the name ) on XXXX/XXXX/2016. A charge of {$4.00} was debited to my account charged by XXXX with a contact number XXXX XXXX. 

2 ) A charge of {$59.00} was debited to my credit card-Transaction date XX/XX/XXXX posted on XXXX/XXXX/2016 paid to XXXX with a contact number XXXX XXXX. I called the number and my call went to what sounded like a fax machine. I could not get any information about this unauthorized charge. I disputed the charge by submitting a Dispute Form sent by UMB-Visa. 

3 ) A XXXX charge of {$59.00} was debited to my credit card-Transaction date XX/XX/XXXX posting XXXX/XXXX/16 paid to XXXX contact number XXXX XXXX. Again I called this different contact number and got a different tone which sounded like a computer generated dial tone. I could not speak to any body to get details of this unauthorized charge. Once again I disputed this charge in the same manner as in 2 ) above, giving all the information. And suspecting that my card may have been compromised and to avoid any more unauthorized charges, I also requested that the Card ( XXXX ) be cancelled and a new card be issued. Which I did get. ( ending in XXXX ). 
4 ) In response UMB Visa responded stating quote : " During our investigation, you will see a provisional credit on your account for {$59.00} X XXXX dated XXXX/XXXX/16 '' These credits of {$59.00} X XXXX were posted to my account on XX/XX/XXXX and XXXX/XXXX/16 by UMB-Visa. 

5 ) On XXXX XXXX, 2016 UMB-VISA in a letter informed me that : Quote : " The disputed charge for {$59.00} X XXXX from XXXX, XXXX for which your Account was given provisional credit in the amount of {$59.00} X XXXX on XX/XX/2016 has been returned to us by the merchant to be rebilled to your account. The merchant believes that this was a valid charge. Given the position taken by the merchant and the information available to us we have concluded that no error occurred on the Account. As a result, please be advised that the provisional credit for {$59.00} X XXXX applied to your account on XXXX/XXXX/16 will be reversed on XXXX/XXXX/16 '' End Quote. Further, it was stated in the letter, Quote : " I you would like to review the documents that we relied upon in making our determination with respect to your claim, please contact us by mail at XXXX XXXX XXXX XXXX XXXX or by telephone at XXXX. I called several times and could NOT get any one on the line to speak to and left several messages as per the recorded message, requesting the documents that they relied on. I did not any response nor any documents requested. 
6 ) In order to get a responses I authorized XXXX XXXX, Attorney in XXXX XXXX to pursue the matter. XXXX XXXX sent a letter on XXXX XXXX, 2016, ( once again ) requesting the documents. As of today 's complaint ( XXXX XXXX 2016 ), there has been no response to my Attorney 's request in writing either. 


5 ) On XXXX/XXXX/2016 my new Card ( XXXX ) was charged with XXXX transactions Description : Reverse temporary Credit XXXX XXXX in the amounts of {$59.00} each ( total {$110.00} ). 
XXXX ) In addition to the abouv, the following XXXX strange unknown transactions appeared on my Visa card : a ) Adjustment-Purchases date XX/XX/XXXX Posted XX/XX/2016- Amount : ( - ) {$59.00} b ) Adjustment date XXXX/XXXX/16 Posted XXXX/XXXX/2016 Amount : {$59.00} I am very concerned about these unauthorized transactions and the lack of proper response for an explanation and documentation to support these transactions. And I am now constrained to file a Complaint.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation