Consumer complaint received 2025-07-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: UMB FINANCIAL CORPORATION
State: OK

Complaint narrative:
I called XXXX to take advantage of a promotional offer of 0 % interest for 12 months on balance transfers initiated with in the first 60 days of opening the account. I was transferred around to verify my identity in order for them to initiate the transfer. I spoke to 4 different people who all verified the same exact information. Name DOB SSN Address phone number and email. Along with sending verification links to my email and cell phone. The links were not enough so they went as far as disconnecting the phone call and calling me back a few moments later, I guess to verify my phone number. After that I was put on hold, to be sent to another team to initiate the transfer, the call got dropped. I waited until the XXXX to call back to ask for the balance transfer again. This time it was successful. On the XXXX the balance transfer amount and the fee hit my account at UMB bank. I checked my originating institution to see if the balance had been reduced over there. And it was not. I received a letter from UMB bank dated XXXX with a Reference # BTCONF stating that the balance transfer was successful. I received another letter dated XXXX with a reference # BTDECL stating the balance transfer was denied because either I did not activate my card ( not true card has been activated and used and payments have been made ) or that I didn't have enough credit to cover the transfer ( not true my credit limit is {$15000.00} and the transfer was for {$5000.00} ). I called on the XXXX the day I received the letter and spoke to XXXX she gave me a reference number of # XXXX for the call and after about XXXX minutes on hold she couldn't tell me what was going on so she will schedule a call back from a supervisor by the end of the day. I never received a call, so I called back this morning XXXX and spoke to XXXX who sent me to a supervisor by the name of XXXX. XXXX states that they don't have reference numbers for their calls and she couldn't tell me why the representative from yesterday gave me a reference number because they don't have any. She states that the balance transfer was successful and that the letter I received denying the balance transfer was in reference to a balance transfer that was initiated online. I explained that I never initiated anything online and I requested more information about this. She said it was done online on the XXXX. I said how when I actually called on the XXXX and had it done verbally on the phone. She said she couldn't give me any more information and said that I still owed the {$5100.00} because they already sent a check out to my originating institution. I grew frustrated and asked her to close the account because what she's saying is fraud and doesn't make any sense because my originating institution didn't receive anything from them. She closed the account. I called back again on XXXX to verify what was done and I spoke to a XXXX, who explained my account was closed but it looks like I still owe the balance of {$5100.00}, I explained the whole situation again and he said no supervisor was available to speak at this time and he would schedule a call back. I told him that's what happened yesterday, and no one called back, I asked for a reference number, and he said they don't have reference numbers for their calls. I asked why some reps give reference numbers and some don't he couldn't tell me why. I know owe both banks for the same balance and UMB bank never paid my originating institution. They intentionally make it hard for you take advantage of their promotional offers. The huge verification process was triggered because I asked for a balance transfer within the first 60 days of opening the account. But in order to take advantage of the offer the rule is it must be done within the first 60 days. They intentionally played games with me and now my credit has taken a hit, and I am on the hook for a balance transfer that never even occurred. Please help

Company response to consumer: Closed with explanation