Consumer complaint received 2024-09-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: UMB FINANCIAL CORPORATION
State: OK

Complaint narrative:
As of XX/XX/year> I have tried every month until current ( XXXX ) to have UMB Bank/Credit Card update my old banking account information that they were taking my autopay out of to my now current personal banking account information. I got a notification that I had a late pay hit my credit report in XXXX due to being 30 days past due. I called UMB to figure out why and the lady told me they tried to debit my account and it was rejected. I explained to them that I have already notified them to update my information as I was unable to log into my account due to UMB closing my credit card. The girl I spoke to told me I had a past due of {$95.00} dollars and that would need to be paid to bring my account up to date. As these calls were recorded per the message on UMB 's phoneline, I asked to be sure that if I paid that amount my account would be current. Customer service said yes so I made the payment and told her to update my banking information which I gave her and she said she did. XXXX ended and I got XXXX late pay notice on my account for the month of XXXX which put a 60 day late pay notice on my credit. As I was trying to finalize a mortgage, that very negatively impacted that process. I called UMB customer service AGAIN notifying them and how upset I was. I explained to the agent what the previous agent relayed to me and the amount owed. The agent I spoke to in XXXX stated my bank information was never updated and she would update it for me and took another payment. At that time I wrote the headquarters in XXXX XXXXXXXX three letters demanding this be looked into and it fixed on my credit report. I never received any calls from HQ 's either from my letters or customer service agents that I demanded a manager call me back. I did have someone in the UMB collections department call me to put me on a payment plan and she told me she would MAKE SURE 100 % a manager would reach out to me and she also took my updated banking information to put in their system and promised it wouldn't happen again .... I never got any calls from UMB after that. So XXXX ended and I got hit with a 3rd late pay notice on my credit report. This time ( XXXX ) I called the HQ 's direct line and left a VM for XXXX XXXX which never called me back. I gave it a few days and called them back again which the lady directed me to a different number to call. I called the other number and spoke with a lady that was working remote and she stated she would make sure someone called me back. That was on XX/XX/year> and since then ( today is XX/XX/year> ) no-one has returned my calls. So I received a letter from XXXX dated XX/XX/year> that my payment of {$96.00} was returned due to insufficient funds from my XXXX account that I have requested time after time after time be REMOVED and updated to my current bank account at another bank. Now my UMB credit card account shows past due for {$380.00}!!! I CAN'T GET MANAGEMENT TO CALL ME BACK TO FIX THIS.

Company response to consumer: Closed with explanation