Consumer complaint received 2023-07-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: COLUMBIA BANKING SYSTEM, INC.
State: OR

Complaint narrative:
I am writing to file a formal complaint and seek the intervention of the Consumer Financial Protection Bureau ( CFPB ) in a matter concerning my business account with Umpqua Bank. I believe there have been multiple instances of negligence and discrepancies in their handling of my account, which have resulted in the unjust attribution of an outstanding debt. 

On XXXX, XXXX 2023, I received a Demand Letter from XXXX, stating that my account had an outstanding repayment of {$5900.00}. The stated debt was allegedly due to a Bill Payment made on XX/XX/2023. However, upon reviewing the details, it became apparent that several irregularities had occurred. 

Firstly, I never received the two checks that were withdrawn from my business account, totaling {$5000.00} each. The initial check was wrongfully obtained by an individual with no affiliation to me. Umpqua Bank representatives contacted me on XX/XX/XXXX, notifying me of this incident and informing me that the check had been presented for cashing at a XXXX  XXXX XXXX XXXX. They provided a contact number connected to the XXXX  XXXX XXXX XXXX in XXXX, WA. Subsequently, I filed a police report and promptly provided the case number to Umpqua Bank, requesting that all checks and ACH transactions be voided to prevent further occurrences of theft. 

To my astonishment, during my visit to the Umpqua branch in XXXX, XXXX on Wednesday, XX/XX/XXXX, it became evident that my address had not been updated as requested, resulting in me not receiving the demand letter in a timely manner. Furthermore, the branch personnel informed me that I would need to contact the Umpqua fraud department to assist me with this matter. When I contacted the fraud department later that day, both the representative and the supervisor were unable to locate any records of a check being sent or the address of the check 's destination. Additionally, I have proof that there were sufficient funds available in my account at the time of the alleged ACH payment. 

Based on these revelations, I am left perplexed as to the basis for the outstanding debt, especially considering that Umpqua has not incurred any financial loss in relation to this incident. It appears that Umpqua has failed to exercise due diligence in safeguarding my account and addressing the discrepancies promptly and efficiently. 

I hereby request the CFPB 's assistance in investigating this matter thoroughly. I believe Umpqua Bank 's actions have violated consumer protection regulations, resulting in the unfair attribution of an erroneous debt and potential financial harm to my business. 

Enclosed with this complaint, please find copies of all relevant correspondence, including the Demand Letter, police report, and documentation of my attempts to rectify the situation with Umpqua Bank. I kindly request that the CFPB conducts a comprehensive examination of this case and takes appropriate action to rectify the unfair treatment and potential violations of consumer rights. 

Thank you for your attention to this matter. I look forward to a prompt and thorough investigation into Umpqua Bank 's actions and a resolution that upholds the principles of fairness and consumer protection.

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