Consumer complaint received 2017-01-03
Company: UMB FINANCIAL CORPORATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
on XX/XX/2016 I ordered a t shirt online from a company called XXXX. I paid {$28.00} with XXXX. About an hour after I ordered I tried to cancel the order. I tried to call the phone number shown on the XXXX transaction history. There was a different number on the companys web page and I called that. Neither line worked. I tried to email them with me response. As far as I was concerned this was not a legitimate business. I went to my bank to file a dispute, since the item was paid for on my debit card through XXXX. They told me I had to go through XXXX. So I did, and after 10 days the case was resolved in my favor. I had to wait those 10 days before the money was refunded to me. The refund was processed on XX/XX/XXXX and credited the full {$28.00} to my XXXX account. I then transferred the funds to my checking account. During this time, several checks were returned for Insuffiecent Funds, due to the waiting period I was made to take during the process. I took all the information to my bank and showed them how it was ruled in my favor. I was asking for those NSF 's to be reversed and my account corrected. They refused to do so, telling me it was not their responsibility. They gave me such a runaround I got very frustrated and did not contact XXXX. But the transaction was paid for using my debit card, so in my opinion it is the banks responsibility to refund those NSF s and straighten my account. My checking account has been in an uproar. ever since that time. I did not know this place existed or I would have filed a complaint against the bank sooner. This bank has given me the runaround several other times on similar matters. On XX/XX/2016 I tried to make an ATM deposit at approx. XXXX to coer what I knew whould be a charge coming through. The ATM was closed. I went back about XXXX and the ATM was still closed. The message on the screen said to go to their other locations. This bank has closed XXXX local locations with in the past year or two. One was just closed a month prior to my experience. The closest AT was in XXXX, IL and I did no t even know where in that town. It was about 15 miles away and I am not that familiar. I took a photo of the ATM screen and then the clock in my car showing what had happened. I deposited the money on the XXXX, but of course it was too late and I had an NSF. I called the bank to explain and get that corrected. I told htem I had the photo. They told me that the ATM being shut down was " out of their control '' and not thier responsibility. It was the responsibility of the company that runs /services the ATM. Then I was told, " If I had a transaction to cover, I would have done everything I could havr to get it done '' telling me it was my fault I did not go to XXXX, IL to that ATM. I do n't know where it is located and anyway it is unreasonable because they recently closed the only branch left near my town of XXXX. So this bank has a history of trying to get out of refunding NSFs. I think they need to be investigated.

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