Consumer complaint received 2026-03-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UMB FINANCIAL CORPORATION
State: AZ

Complaint narrative:
CFPB COMPLAINT UMB BANK & XXXX XXXX Who are you filing against? Primary : UMB Bank ( failure to stop unauthorized electronic fund transfers ) Secondary : XXXX XXXX XXXX XXXX XXXX XXXX ( forged contract and unauthorized billing ) What happened? I am reporting a case of fraud, forged contract, and unauthorized recurring charges involving XXXX XXXX and UMB Bank. Despite multiple attempts to resolve this with both companies, the unauthorized charges have continued for months, even after I revoked authorization and replaced my card. XXXX. XXXX XXXX created a fraudulent contract in my name. XXXX XXXX admitted that my original gym contract was canceled and redone without notifying me. They then provided me with a personal training contract that contains a forged signature. The signature on the XXXX contract appears as : This is not my name, not my handwriting, and not my signature. My real legal signature appears on my UMB HELOC agreement as : The signatures do not match in any way. XXXX created a contract in my name without my knowledge or consent and began billing me based on this forged document. A contract with a forged signature is void, unenforceable, and can not authorize any charges. XXXX. XXXX XXXX charged my account repeatedly without authorization. I never signed the personal training agreement and never authorized any personal training charges. Despite this : XXXX charged me {$88.00} on XX/XX/XXXX XXXX charged me {$88.00} on XX/XX/XXXX XXXX charged me again while I was physically in a UMB branch reporting the issue XXXX charged me again after I replaced my card XXXX charged me again on XX/XX/XXXX XXXX revoked authorization with XXXX in XXXX, and the training manager confirmed cancellation. XXXX continued billing anyway. These are unauthorized electronic fund transfers under Regulation E. 3. UMB Bank failed to stop unauthorized charges and failed to follow Regulation E. I contacted UMB multiple times : On XX/XX/XXXX, UMB told me they could not help because the charge was pending. At the branch, another {$88.00} charge processed while I was speaking to the manager. UMB issued me a new card on XX/XX/XXXX, but XXXX continued charging my account. On XX/XX/XXXX, XXXXMB told me they would dispute the earlier charges but refused to add the newest one because it was pending. UMB repeatedly treated this as a billing dispute instead of fraud, despite the forged contract. Under Regulation E, once I reported the charges as unauthorized, UMB was required to : Block future charges Investigate as fraud Provide provisional credit if the investigation exceeds 10 business days Treat all XXXX charges as unauthorized transfers UMB did none of these things. Instead, they allowed XXXX to continue debiting my account even after I replaced my card, demonstrating that XXXX is using a stored billing token that should have been blocked once fraud was reported. What resolution are you seeking? I am requesting : 1. Full refund of all unauthorized XXXX charges from XXXX to present. 2. Immediate stoppayment order on all future XXXX XXXX XXXX XXXX 3. A full Regulation E fraud investigation into UMBs handling of this case. 4. Written confirmation that UMB acknowledges the forged contract and will treat all XXXX charges as unauthorized. 5. Correction of any negative account impacts caused by these unauthorized charges. Why I am filing this complaint I have exhausted all reasonable attempts to resolve this with both XXXX XXXX and UMB Bank. XXXX created a fraudulent contract with a forged signature and continued billing me after cancellation. UMB failed to protect me from unauthorized transfers and failed to follow federal law. I am requesting CFPB assistance to ensure that UMB complies with Regulation E and that XXXX XXXX is held accountable for contract fraud and unauthorized billing. XXXX XXXX XXXX : Member Services XXXX XXXX XXXXXXXX XXXX XXXX XXXX, TX XXXX And also email it to : XXXX Fraud Notice and Demand for Immediate Contract Cancellation From : XXXX ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX Email : XXXX Phone : ( XXXX ) XXXX To : XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Member Services XXXX XXXX XXXXXXXX XXXX XXXX XXXX, TX XXXX Date : ___________________ Re : Fraudulent Personal Training Contract Forged Signature, Unauthorized Billing, and Revocation of Authorization To Whom It May Concern, I am writing to formally notify XXXX XXXX and XXXX XXXX XXXX that the personal training contract associated with my membership was created without my knowledge or consent and contains a forged signature. This letter serves as a fraud notice, a revocation of authorization, and a demand for immediate cancellation of all related agreements and billing. 1. The personal training contract contains a forged signature. The contract XXXX provided to me includes a signature that is not mine. The signature on the document appears as a random string of characters and does not resemble my legal signature in any way. I did not sign this contract. I did not authorize anyone to sign on my behalf. I did not consent to personal training services or recurring charges. A contract signed with a forged signature is void, unenforceable, and can not authorize any billing. XXXX. XXXX admitted my original contract was canceled and redone without notifying me. During my conversations with XXXX billing, I was told that my original contract had been canceled and replaced with a new one. I was never informed of this change, never consented to it, and never signed the replacement contract. This constitutes contract tampering and misrepresentation. 3. I revoked authorization in XXXX, yet charges continued. I notified XXXX in XXXX that I did not authorize the personal training charges. The training manageXXXX at the XXXX location confirmed cancellation and provided me with the forged contract. Despite this, XXXX continued billing me : XX/XX/XXXX XX/XX/XXXX Again while I was at my bank reporting the issue Again after I replaced my card Again on XX/XX/XXXX These charges were made after revocation and are therefore unauthorized. XXXX. Formal revocation of authorization Effective immediately, and retroactive to XX/XX/year> : I revoke authorization for XXXX XXXX and XXXX XXXX Solutions to charge any of my accounts. I withdraw consent for any automatic electronic fund transfers. I prohibit XXXX and XXXX XXXX from storing, using, or attempting to use any billing tokens, card numbers, or payment information associated with me. Any further attempt to charge my account will be considered willful unauthorized billing. 5. Demands I am demanding the following actions : 1. Immediate cancellation of the fraudulent personal training contract. 2. Immediate cessation of all billing attempts by XXXX and XXXX XXXX. 3. Written confirmation that the forged contract has been voided and removed from your system. 4. Refund of all unauthorized charges taken since XX/XX/year>. 5. Assurance that no collections activity will be initiated based on the forged contract. 6. Notice of regulatory filings Please be advised that I have filed or am filing complaints with : The Consumer Financial Protection Bureau ( CFPB ) The Arizona Attorney Generals Office My financial institution ( UMB Bank ) under Regulation E These filings include documentation of the forged signature and unauthorized charges. 7. Statement of truth I affirm that I did not sign the personal training contract, did not authorize these charges, and did not consent to the creation of a new contract in my name. Signature : XXXX XXXX XXXX XXXX XXXX

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 monetary relief