Consumer complaint received 2026-01-27 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: CA

Complaint narrative:
On XXXX XXXX XXXX I was on a trip out of state when I noticed I had a LOT of charges on my account from XXXX XXXX. Over 30 charges. I imidiatly turned my card off nd called the bank. They said they had to ask me if I recognizerd any of these charges. So, one by one we went through them as best I could. I wes out of town so I didn't have any information with me. They ended up sending me two letters on the same day on XX/XX/XXXX stating in the first letter that they found that it was fraud and therefore found it in my favor. A list of all charges was attached to it with all the unknown charges we went over on XXXX XXXX. The second letter stated that they found that some of the charges were not fraud and they would be taking those out of my account again. The letter said the list above. There was no list. Calling the bank once again. I was given the list of 4 charges they said was done on my mobil wallet. Come to find out these were before the XXXX fraud even happened. XXXX gave me this list. 
Amount Merchants Name Transaction Date {$38.00} XXXX XX/XX/XXXX XXXX {$32.00} XXXX XXXXXX/XX/XXXX {$32.00} XXXX XX/XX/XXXX {$120.00}. XXXX XXXX XXXX. XX/XX/XXXX After doing my own investigation I found that I had already disputed the top two Charges with XXXX XXXX and they returned the funds XX/XX/XXXX ( the same day as the fraud with XXXX ). {$38.00} & {$32.00}. The other two charges I still didm't recognize and wanted to dispute them. They took the four charges out of my account, which two was returned by XXXX and they had non business taking it out again since XXXX found the dispute in my favor. I have spent a total of 26 hours on the phone with the dispute department on this. I got another letter XXXX XXXX XXXX stating ( XXXX the Manager ) She already did an investigation and found it was done through my mobil wallet and I am responsible. I talked to several more people about this and told every one of them that I had othe information and please have her call me. I asked to have them call after XXXX XXXX  and before XXXX XXXX. I did get one call but it was at XXXX : XXXX  But that was the only call. I also asked every one of these people Thast the letter stated that If nI wanted a copy of the documentation they had to come to this conclusion to ask. I did. At least 20 times. I never got it. 
I convinced ( XXXX ) on XX/XX/XXXX to reopen the case again and that I didn't just want a letter Yes or No but I wanted documentation on how this decision was made and to please have XXXX call me. She never calkled but I got another letter on XX/XX/XXXX saying she already did a investigation on these charges and found it not in my favor. abut no documentation. The letter said if I wanted documentation to ask for it. I called again today XX/XX/XXXX and again asked for the documentation. Of coiarse every time you call you never get the same person so it is at least a 1/2 hour befor the review the case. She put me on hold and never came back on. This happened twice today. She just refused to acknowledge me or look at the case twice. She had her mind made up and what I had to say was not important. So I amn out {$220.00}. I am on a fixed income and can't afford these scammers to get awasy with this. And the bank won't even return the money XXXX gave me back that they took back out. The XXXX I even talked to the scammer on the phone he called and wanted another CC # number because he charged me twice by accident and my card was closed and he needed anothe cc # to return one of the charges. If that isn't a scam I don't know what is.

To this day I still didn't get a caal back from the manager and still do not have documentation. They are just keeping my money.

Company response to consumer: Closed with explanation