Consumer complaint received 2024-07-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UMB FINANCIAL CORPORATION
State: MO

Complaint narrative:
XX/XX/XXXX - I took my laptop to XXXX XXXX XXXX in XXXX, MO to have the screen fixed. I paid just over {$410.00} for them to order the part, with the instruction to bring the laptop back once they called to let me know the part had come in ( which they said would be 3-4 business days ). 

I waited about 6 business days with no call and decided to follow-up. When I called there was no answer. I tried about 4 different times that day and didnt get an answer. I even reached out to another branch of this company in XXXX XXXX and still had no luck reaching someone. 

I decided to look at their XXXX reviews- the most recent review, at the time, was someone who had tried to visit the store but the door was locked and the building was empty. This is how I found out they had closed the local branches. 

I reached out to the company via their " Contact Us '' form on their website. In their correspondence, they informed me that both locations in the XXXX  XXXX area had been closed, and they offered to repair the laptop at their corporate offices in which they would pay for shipping costs. I explained that I used my laptop daily, and since this was not the service I had agreed to, I requested a refund. 

After a few days of no reply, I follow up. They inform me they have issued a refund and it should be reflected in my bank account in 3-7 business days. The refund never made it to my account. 

I tried to follow up via email again and did not receive a reply. I then reached out to their XXXX page and received a quick response. They did a bit of research and apologized for the inconvenience. After a few hours, I was sent a screenshot of a " pending refund '' and was told that it was processed and on its way. The refund soft posted to my account, but never fully went through. When I tried to follow up with them on XXXX, they stopped responding to me. 

On XX/XX/XXXX I decided to file a card dispute with UMB Bank, with the reasoning being that the services were not rendered. I received a letter dated XX/XX/XXXX informing me that " the information provided by the merchant supports ... that the services for this transaction were rendered, as applicable. '' They even sent a copy of the transaction receipt ( provided by XXXX XXXX XXXX ) as " proof '' that the service was rendered. 

I called UMB card services to try and reopen the case and spoke to XXXX, and they asked for further information. I printed out all correspondence with the company, both via email and XXXX message, along with the screenshot of the " pending refund '' that was never received. This, along with a letter explaining the situation, was mailed to the dispute team at UMB. The letter mailed to them was dated XX/XX/XXXX. 

A few months pass and I still hadn't heard anything back. I decide to call again on XX/XX/XXXX. They inform me that the case was never reopened properly so they would have to write a ticket to restart the process. Good news, they HAD received everything I had sent them. 

A couple more months go by, still nothing. I go to a branch on XX/XX/XXXX. One of the bankers calls the card services department and speaks to XXXX. They told the banker that the case wasn't reopened properly because I never filled out the forms that I was supposed to fill out. They claimed that I should have received them via mail. I hadn't. The only correspondence I received from UMB, in writing, was the initial denial dated XX/XX/XXXX. They talk to a supervisor and say they will write a ticket and get the case reopened. 

XX/XX/XXXX - I call to follow up and speak to XXXX. They apologize for all of the inconvenience and will write a ticket to reopen the case since it wasn't properly reopened last time. It was confirmed that they have all of the materials that I sent in and that they will work with the supervisor to try and expedite an answer. 

I get a call about 1XXXX minutes later notifying me that the case can not be reopened because it is outside of the window of time that they can do that. I explained ( to the very kind employee ) that it seemed kind of wild to me that it can't be reopened after they are the ones who have failed to properly reopen it so many times. She apologized and said she wished there was something she could do for me.

Company response to consumer: Closed with explanation