Consumer complaint received 2026-02-08 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: UMB FINANCIAL CORPORATION
State: CO

Complaint narrative:
DISPUTE OF INACCURATE CREDIT REPORTING XXXX XXXX XXXX XX/XX/XXXX To : XXXX ] Account Information : Creditor : UMB Bank ( formerly XXXX Banks ) Account Number : ( XXXX ) Disputed Item : Late payment reported for XX/XX/XXXX Basis for Dispute : I am disputing the delinquent payment reported on my HELOC account as inaccurate. The reported delinquency resulted directly from the lender 's failure to provide adequate notice of both a material policy change and a reversed payment transactionnot from any unwillingness or inability to pay. 
Facts : XXXX. Payment Was Successfully Withdrawn : On XX/XX/XXXX, UMB Bank successfully withdrew the scheduled payment of {$810.00} from my account ( Reference : Account Statement, Transaction Date XX/XX/XXXX ). 
XXXX. Lender Reversed the Payment Without Adequate Notice : On XX/XX/XXXX, XXXX reversed this payment, returning the {$810.00} to my account ( Reference : " REVERSE ACH WITHDRAWAL TO UMB LOANS '' dated XX/XX/XXXX ). This reversal was initiated by UMB, not by me.

3. Insufficient Notice of Policy Change : Under the previous servicer ( XXXX XXXX  ), if a payment was reversed or failed, the system would automatically re-attempt withdrawal to bring the account current. UMB changed this policy without providing written notice to accountholders, eliminating this automatic safeguard.

4. Wholly Inadequate Notification : After reversing the payment, UMB 's sole attempt to notify me consisted of XXXX phone calls from a number identified by caller ID services as " potential spam, '' with no detailed voicemail messages explaining : o That the payment had been reversed o The amount needed o The urgency of the situation o How to remedy the issue This notification method was grossly inadequate given : o The serious credit reporting consequences at stake o The prevalence of spam/scam calls requiring consumers to screen unknown numbers o The lender 's access to other communication methods ( mail, email, secure portal messaging ) o Standard banking practices for account notifications 5. Prompt Resolution Upon Discovery : On XX/XX/XXXX, XXXX 24 days after the reversalI funded the account with {$1000.00} upon discovering the issue. UMB successfully processed the payment of {$820.00} on XX/XX/XXXX. 
XXXX. Consistent Payment History : My account statement demonstrates a pattern of regular, on-time payments ( XX/XX/XXXX, XX/XX/XXXX ) before this lender-created issue occurred. 
Legal Basis : This credit reporting is inaccurate and violates fair credit reporting standards because : Initial Payment Was Made : I fulfilled my XXXX payment obligation on XX/XX/XXXX. The subsequent reversal was a lender action, not a borrower default. 
Insufficient Notice of Reversal : UMB failed to provide reasonable notification that would allow me to promptly cure an issue I had no knowledge of. Relying solely on unidentified phone calls with no messages does not constitute adequate notice.

Unannounced Policy Change : UMB eliminated automatic re-attempt procedures without notice, creating a situation where borrowers who made good faith payment attempts could become delinquent through no fault of their own.

Timely Response : I funded the account within 24 days of the reversalwell before the standard 30-day delinquency threshold typically required for credit reporting. 
Not Reflective of Creditworthiness : This situation resulted entirely from the lender 's operational procedures and communication failures, not from my unwillingness or inability to pay. 
Requested Action : Under the Fair Credit Reporting Act ( 15 U.S.C. 1681 ), I request that you conduct a thorough investigation and remove the delinquent payment notation from my credit report. The evidence clearly shows I made the XXXX payment as scheduled, and the subsequent issues were created by the lender 's reversal and inadequate notification practices. 
Supporting Documentation Enclosed : UMB Bank account statement showing XX/XX/XXXX payment and XX/XX/XXXX reversal Account statement showing XX/XX/XXXX funding and XX/XX/XXXX successful payment Payment history showing consistent on-time payments prior to this incident I request written confirmation of your investigation findings within 30 days as required by federal law. 
Sincerely, XXXX XXXX ( XXXX XXXX )

Company response to consumer: Closed with explanation