Consumer complaint received 2018-09-04 00:00:00
Product: Payday loan, title loan, or personal loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: UMPQUA HOLDINGS CORPORATION
State: DE

Complaint narrative:
We had a loan with another bank and had no issues for two years, XXXX XXXX XXXX bought out the bank. Never received any paperwork or any phone calls about the changeover. The first bank ( original bank ) took out a payment on the XX/XX/XXXX of the month and XXXX XXXX XXXX cashed a check and also took out payment through automatic withdrawal. Called the first bank and they apologized and overnighted a check for the mistake. Called XXXX XXXX about the double payment and stated it was a mistake as they were only supposed to cash the check and not do a automatic withdrawal. Only reason we sent them a check was we did not want our payment history disturbed. We pall all of our bills on time and there payment is due the first of the month. The said they would just credit our account for the double payment. I said no, I would like a refund immediately. The rep was kind of nasty and said we would have to fill out a 5 page request and said a letter head from our bank and it could be up to 4 weeks to take place. I decided to go to my bank to dispute the charge and they within 3 days had our charge back in out account. XXXX XXXX then at the leisure decides to withdrawal XXXX 's payment and add a return check fee for there original mistake. Called XXXX XXXX XXXX and asked them why they charged me a return check fee for there mistake and they replied that they had made a mistake and would look into returning the fee. Explained that the agreed amount each month is the legal amount they can take and not what ever they feel necessary. So again I went to my bank and disputed the return check fee. The reversed the charge in 2 business days. XXXX XXXX XXXX wants to now charge me two return check fees. I get a call from a rep and she states I now need to pay a payment but over the phone as she states, the bank will no longer do automatic withdrawal. I replied that's fine as I do not want them having access to my account. I stated I will request a paper statement each month and I will send them a check. The rep stated they will not accept our check, I'm floored, They make the mistake and refuse anything other than a pay by credit card payment. I have called in several times and they continue to say upper management is looking into the two return check fee 's that were clearly stated that they would remove them. Now every time I call in they saw ooh you have outstanding fees with us. Then to top it off they charge me XXXX to process my payment by card, well you don't give me any options to pay other then by card. I still to this day have not received any mailings showing there lending practices or there fee 's in regards to our loan with them. I have even tried setting up a electronic payment on there website and it has me locked out from that. I ask them why and they say I do not qualify for that payment option. This bank is horrific and has the worst customer service.

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