Consumer complaint received 2024-04-16
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UMB FINANCIAL CORPORATION (CA)

On XX/XX/year> I paid a {$2700.00} down payment on a new refrigerator, dishwasher, parts, and installation at XXXX 's XXXX. I was told I could expect delivery within XXXX weeks. 

On XX/XX/year> I saw an article in my local newspaper that XXXX 's doors were locked and that they were not answering their phones. The article referenced a press release from XXXX 's parent company stating that they were " disposing '' of the company. 

I called XXXX 's several times. My phone calls were not answered and I got a message that their voicemail was full. 

Not wanting to pay for goods and services I didn't expect to receive, I called my credit card company to dispute the charge. 

I was told they needed something in writing and attempted to provide the requested information about the transaction. 

I received a letter from the credit card company dated XX/XX/year> confirming my dispute. 

I misunderstood the email address I was originally directed to use and on XX/XX/year> I received XXXX letters dated XX/XX/year> requesting information I thought I had previously provided. I called the Disputes Resolutions department, got the correct email address, and sent the requested information. 

On XX/XX/year>, I pulled up account activity on my credit card online and saw that the disputed charge had been added back to my card. 

I called XXXX XXXX to confirm they'd received the requested information and was told they weren't able to confirm that, and that normal processing was XXXX days so maybe they had it but hadn't processed it yet. I was told my case would be re-opened and sent the requested information again. 

On XX/XX/year> in response to a letter dated XX/XX/year> stating that my dispute investigation was being closed because I hadn't provided the information requested, I contacted Dispute Resolutions again. I was able to confirm that my case had been reopened, but they were still unable to confirm that they'd received the requested information previously provided, so I sent it again. I also provided my correct phone number, as I was told they had a different number on file. 

On that call, I was told it could take XXXX days to have the temporary credit that was removed reinstated. 

On XX/XX/year> I called again to try and confirm that they received the requested information I emailed 3 times and was told they could not, but they would create a " work item '' to look into it. 

On XX/XX/year> I called again to try and confirm receipt of the requested info previously provided and was told that I was being sent a letter dated XX/XX/year> requesting info about my case because they still had no record of receiving the requested information. 

On XX/XX/year>, still not having received the letter dated XX/XX/year>, I followed up again and was told that my case had been closed for lack of information. I explained the situation and the customer service person suggested that I fax the requested information. I attempted to fax the info to the number provided and it failed XXXX times. Calling the number provided, I got a message that calls could not be connected. 

Once again, I emailed the requested information. 

Calling the Disputes XXXX department back this representative told me he could see that some requested information had been received in their system on XXXX, but he was unable to tell me what information they received. I was told they needed answers to the questions originally asked in their letters dated XX/XX/year>, which I believe I've provided multiple times. 

I asked to speak to a Supervisor and was told one was not available, but they would have someone call me within XXXX days. 

Today I missed the call and got a voicemail from a supervisor who didn't leave a return number and told me that if I had any questions about the status of my case, I should call the main dispute resolutions department phone number.