Consumer complaint received 2017-04-27
Company: UMB FINANCIAL CORPORATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This is a complaint against  XXXX   XXXX ,  United Missouri Bank ( UMB )  and   XXXX    XXXX   XXXX . On  XXXX   XXXX ,  XXXX , I had written and mailed a check for {$250.00} as payment for one of my credit cards. I mailed the check at a post office mailbox at the post office. On  XXXX   XXXX ,  XXXX , we received a voicemail from the Fraud Departme nt of   XXXX   XXXX   XXXX  asking to verify if we had written a check for {$9200.00} to  XXXX   XXXX . My husband called and left a voicemail for  XXXX   XXXX   XXXX  stating we had not written that check. The same day, we called  XXXX   XXXX  twice to report the discrepancy and fraud. The representatives told us that they will forward this information to the Risk Department and that we needed to file a police report and they would be mailing an Affidavit for us to fill out. When we received the Affidavit, it also included a copy of my check that shows the alterations to the Payable to and the amount of the check.  XXXX  Risk Management department stated that they were forwarding the clai m to UMB ( the b ank that handles  their Cash Accounts ). Per UMB, w e were not entitled to the refund for {$9200.00} due to untimely reporting, the repeater rule and the altered check is signed by an unauthorized signer.  XXXX  Risk Management then referred us to cont act Client Services to  get a refund. On our initial request, Client Services stated that they were not responsible to give us the refund and referred us back to Risk Management. We went to a  XXXX  branch in  XXXX  and explained our Claim to one of the branch representatives. We were referred bac k to Client Services to se nd our request for a funds to be refunded. We mailed the second request to  Client Services   XXXX   XXXX ,  XXXX . In  XXXX   XXXX ,  XXXX , we received a response from Client Services stating that we are not being covered by our Protection Guarantee, because the check was written by someone other than the account owner or an authorized person. Per the  XXXX  letter, they are pleased to offer a credit of {$4600.00}.     First of all, we had sent in my ( the primary accountholders wif e ) s ignature card back in  XXXX , as was directed by a  XXXX  representative. The  XXXX  representative had stated that a signature card was sufficient to add my name as an authorized user. After mailing my signature card, we ordered preprinted checks that show both my husband and my name on the check. All the checks I have written since  XXXX  are mostly under {$500.00} with the exception of  XXXX  check that was written for {$1700.00}. Our account has been in good standing and we have not disputed any checks since establishing our Cash Account. Most importantly, we notified both  XXXX   XXXX  and   XXXX    XXXX   XXXX  in a timely manner regarding the fraudulent check. But despite all this,   XXXX    XXXX   XXXX  Fraud Department cashed a questionable check within le ss than 3 b usiness days and  XXXX   XXXX  released the funds without verifying the validity of the check. Attached are the pertinent documents related to this claim that has been ongoing for over 6 months now. We did not request a refund for {$4600.00} but are requesting a refund for the full amount of {$9200.00} for funds that were withdrawn from our account without our knowledge and for a check that was altered without our authorization. We have followed  XXXX  instructions to file the claim and have been referred from one department to another without a satisfactory resolution.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation