Consumer complaint received 2020-08-19
Company: UMB FINANCIAL CORPORATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I opened a checking account on XX/XX/2020 online for an offer they had posted on their website at XXXX. While I was able to complete the application online for the checking account and received confirmation online and in the email that the application was approved, the second application submitted for savings account did not go through and since it asked for login information I thought I would resubmit the savings applicaton after I login to the account. So, after I got the approval email, I went to setup an online access and it just kept saying it was not able to create an account try later or call support - then I tried again the following day and few times it said that I had already created an online account and when I tried to get the user id it said, I had to create a userid or call them. I called them at the XXXX number on the following day and the lady on the phone asked for my SSN and then the account number and at first she said she could not find anything and then later said I had to call a local branch and it was the weekend. The following week, I noticed that {$100.00} opening balance had been withdrawn from checking account from another bank that I had linked during application for the opening deposit. I tried to create the online access again and was not able to do so and so I called the local branch and spoke with XXXX XXXX and explained her the situation, and to my suprise or not to my surprise, she said that I have to call the XXXX number for thier online dept. and talk to them and so I called and after asking for my name, account number and social the person said that the account was locked and I have to fax my ID. I asked him if there was any way to send them by secure email or upload them securely on their website as I do not have a fax machine, he said " no, you have to fax '' ( I thought it was outdated for a bank to insist on faxing while one can easily proivde an secure upload on their website or provide secure email, like most banks do ). I asked him for the fax number and also his name ( XXXX ) and if this was a call center and he did not like that - I could tell from his voice. So, I called back the local branch and told XXXX that I do not have a fax machine or access to one and if there was a way to email them or I could stop by the branch. She told me to email them and and that she would fax them and so I emailed her my Drivers License and my Utility Bill ( on the XXXX ). Then, I got an email on XXXX with the subject line " Important notice reminder. Your UMB Bank account requires additional verification '' but nothing specifically stated as to what was required and I had to call them or email by XXXX or the account will be closed and since ( also it was late Friday afternoon ) I had already faxed them I was waiting to hear back from them. In the meantime I got 2 letters in the mail dated XXXX XXXX, one regarding new account opening and a visa debit/atm card. On the XXXX, since I had not heard back from XXXX I emailed asking her to follow up as it has been several days. She replied back to my email the following day, on the XXXX - " I just heard back from online banking and it appears they asked for more documentation. We need another form of ID such as social security card or passport and We also need some type of mortgage statement or lease agreement. '' I have never been asked for or heard of any bank asking for mortgage or lease agreement as a ID requirement to open a checking account. They have checked my credit report and also I believe chexsystems during application process ( for most banks these two fulfil all, if not most, ID and address verification requirements and rarely any other document is asked ) and then I emailed/faxed my Drivers License ( recently renewed ) along with recent Electric Utility bill, both with the same address but I do not have a mortage or lease agreement, which many citizens also do not have, and is excessive/extreme requirement for ID verification but if necessary I can provide passport, credit card statement, another bank statement or a voided check.

Company response to consumer: Closed with explanation