Consumer complaint received 2024-02-26 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: TX

Complaint narrative:
On XX/XX/XXXX my card was billed {$1600.00} from an XXXX XXXX. When I received my credit card bill from UMB Central National Bank for that period, I immediately called them to inform them of this fraudulent charge on my card, the card was cancelled at that time, and a new card was issued to me in about a week. The card company said they would begin their investigation into this charge at that time. 
I then started using the new credit card they issued, and when my credit card bill came for the new card the {$1600.00} disputed charge was now on the new card 's bill. So again I contact the credit card company to ask why these charges were now on the new card, and was told they had concluded their investigation and found no billing error occurred. 

I never received anything in writing, phone call or email from them indicating their findings. So I contact the card company again and ask that they reopen the case, as I did not make this purchase. I also reached out to the company XXXX XXXX that had billed my card for these charges and was finally provided an invoice, and details that were given to them at the time this order was placed online. I then spent days doing my own research into the information I received. The order was placed using an email address I have never used, or at least have not used for more than 11 years ( XXXX ), it was placed using a phone number I have not had in 11 years ( XXXX ), it was placed using IP Address not belonging to my computer. It was shipped via XXXX with a Signature Required requested by XXXX XXXX. XXXX XXXX ( XXXX ) shows this package was delivered to XXXX XXXX  on XX/XX/XXXX. XXXX tracking also indicates that the delivery address was changed during transit, and while the XXXX proof of delivery photo of the shipping label shows XXXX XXXX on the " corrected label '', XXXX proof of delivery indicates signed for by : Signature not required. I live in XXXX XXXX  and have for the past 11 years at the same location. XXXX XXXX  where this package was delivered is XXXX miles from where I live. 

I did not receive any reply from the credit card company until XX/XX/XXXX, where they sent two replies at the same time. One being the original findings dated XX/XX/XXXX, indicating it was in response to the dispute received XX/XX/XXXX. And the other dated XX/XX/XXXX indicating it was in response to the dispute received XX/XX/XXXX ( Yes, you are reading that correctly, the date is wrong! ) for the transaction on XX/XX/XXXX. However the proof of delivery they provided in these responses simply showed information from the XXXX website tracking information indicating the item was delivered XX/XX/XXXX, signed for by : XXXX not required, along with a pixelated photo of the shipping label. They omitted the full tracking data I was able to see when tracking the package on the XXXX site, that shows the item delivery address was changed during transit on Thursday XX/XX/XXXX at XXXX, and that the item was delivered to XXXX XXXX  XXXX and that for some reason the package was delivered without a signature when a signature was required by XXXX XXXX XXXX 

I then receive another credit card bill from XXXX, this time the charge is still on the card and they are now charging me interest on the fraudulent charge placed on my card. 

On XX/XX/XXXX I then fax in all the information to the credit card company I have gathered from the people I spoke with at XXXX XXXX, the XXXX XXXX XXXX, as well as additional information that clearly indicates this was not my purchase, and not delivered to me. Someone has falsely used my name, my address, ( even though they changed the delivery address during transit ), an old email and phone number that are no longer in service, and my credit card information. And quite honestly, the only company I still do business with that would have that old information on file would be this credit card company. All other services with providers were cancelled 11 years ago when I relocated from XXXX  to XXXX. 

It has been XXXX weeks since I have faxed in my proof to the card company on XX/XX/XXXX, I called them today XX/XX/XXXX to see where their investigation was at, and was told they show nothing, and would be happy to escalate the investigation for the third time. I have now cancelled my card with this company, and will no longer do any business with them. Please help me resolve this issue with them. Anyone with a pair of eyes and some common sense can look over the data and see this was clearly a fraudulent charge.

Company response to consumer: Closed with explanation