UMB BANK, NATIONAL ASSOCIATION

2019-11-21

Lacey, WA

Managing an account

Checking or savings account: Other banking product or service

Fee problem
Company Response: Closed with explanation

Timely Response

2019-11-18

Cupertino, CA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Company Response: Closed with explanation

Timely Response

2019-11-14

Omaha, NE

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Card company isn't resolving a dispute about a purchase or transfer
Company Response: Closed with explanation

Timely Response

2019-10-17

Houston, TX

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-10-12

Garrett Park, MD

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: UMB Bank administers my HSA. They enrolled me in paper statements at a rate of {$1.00} per statement absent my authorization. The bank refused to disenroll me.
Company Response: Closed with explanation

Timely Response

2019-10-08

Glendale, CO

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: UMB Bank solicited my business by offering me {$200.00} as a reward incentive for which I qualified and my XXXX account was credited. The UMB Bank credit card solicitation promised ... '' With XXXXXXXX XXXX Zero Liability Policy, you're not responsible for unauthorized charges .... ''. An 'unauthorized charge ' of {$140.00}, per 'sales ' invoice dated XX/XX/2019, was posted to my account. In lieu of UMB Bank honoring its " Zero Liability Policy '' the unauthorized charge of {$140.00} was debited against by {$200.00} cash reward incentive ( XXXX XXXX, 2019 )
Company Response: Closed with explanation

Timely Response

2019-08-08

KS

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Complaint: I used the online system to make a deposit on XX/XX/XXXX. I noticed the funds were getting low, I have money with another financial institution because I've had issues with this bank before. When the deposit was made my account was NOT in the negative. The bank decided to hold the check, they advised it was because of my history with the bank. ( I have had this bank account since I was XXXX, 31 years of being a customer ) On the 7th I called the 800 # as soon as I saw they had not deposited the funds. They advised nothing they could do. I spoke to a branch manager and was advised she would look into it. This took the intire day, she verified funds on the XXXX, 2 days after the deposit, then released the funds. Once released the bank then charged 3 {$36.00} overdraft fees. I asked them to remove as they should not have been charged and they refused saying it wasn't a bank error. I advised that the account wouldn't have been negative if they would not have wrongfully held the check. Still would not waive them. This bank has charged me hundreds of dollars in fees over this past year all while trying to get me to sign up for overdraft protection. I am tired of being taken advantage of because I live paycheck to paycheck. This bank should not be allowed to withhold funds. I would understand if it was a large check, it was not it was {$500.00}. Please stop this bank from ripping people off!!
Company Response: Closed with explanation

Timely Response

2019-07-18

Chandler, AZ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Closed with explanation

Timely Response

2019-07-18

Oak Grove, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-07-12

Baden, PA

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response

2019-06-25

Co Spgs, CO

Managing an account

Checking or savings account: Savings account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-06-19

Santa Fe, NM

Closing an account

Checking or savings account: Checking account

Can't close your account
Company Response: Closed with explanation

Timely Response

2019-06-18

Kansas City, MO

Managing an account

Checking or savings account: CD (Certificate of Deposit)

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-05-31

MI

Managing an account

Checking or savings account: Checking account

Fee problem
Complaint: This is a complaint against UMB Bank, at XXXX XXXX XXXX XXXX XXXX, MO. A UMB 's Floating Personal Banker III, named XXXX XXXX, emailed me for an updated phone number regarding my checking account on XX/XX/XXXX and I replied to her immediately. Over the phone, she suggested that I make some account activities, as my account has been charged a service fee of {$7.00} per month for inactivity since XX/XX/XXXX. It was the first moment that I realized my account has been treated as inactive account and subject to the service fee. I immediately argued that I was never notified of such a status change and the service fee which I could have easily avoided if I was aware of. Ms XXXX explained that they had attempted to reach me by my mailing address on record but were not successful. However, if the mail was returned, they should send the letter via my email on record as well. I disputed that this is an unfair practice of UMB, as my other banks would always send me a specific letter or email to inform me of a change to my account that they are going to make. I filed a complaint with XXXX against UMB, because I believe the way UMB is charging service fees on my account is very unfair and violating the federal law, Truth in Savings Act as well. The TISA ( Staff Commentary 12 CFR 1030.7 ( a ) ( 1 ) -6 ) clearly stipulates that Institutions must pay interest on funds in an account, even if inactivity or the infrequency of transactions would permit the institution to consider the account to be inactive or dormant ( or similar status ) as defined by state, other laws, or the account contract. In addition, the regulation of TISA is to enable consumers to make informed decisions about t heir accounts at depository institutions through the use of uniform disclosures. Unfortunately, UMBs intention appeared to avoid informing me of the important changes of fee schedule and to prevent me from making informed decisions so as to profit from my savings, because they could always reach me through email, even though my mailing contact was outdated. In response to my complaint through XXXX, UMB claimed that changes to inactivity and dormancy charges were disclosed in the XX/XX/XXXX account statement, and an inactive account notice was mailed to my address of record on XX/XX/XXXX. As evidence, they provided a copy of both the account statement disclosing the change in account terms and the inactive account notice. Surprisingly, UMB is so corrupt that it uses fabricated evidence in the response as an attempt to pretend that it has fulfilled the general disclosure requirements mandated by Truth in Savings Act ( TISA ). The date, recipient address, and the account ending information on the copy of the letter were NOT original but was later added into the image using photoshop or other pdf editing software, indicating that UMB didnt have real evidence for ever sending the letter but it nevertheless used deception to make their case. In sum, my complaint is based on my belief that 1 ) UMB has violated TISA by charging inactive and dormant fee and by not enabling customers to make informed decisions. 2 ) UMB doesn't make an effort to protect its customer 's rights through effective communication. 2 ) UMB is motivated to exploit its customers for inactive and dormant service fees. 3 ) UMB can not justify the cost of inactive and dormant service fees in that an inactive account doesn't increase UMB workload. 4 ) UMB does not respect the spirit of contract by charging my account for a reason without agreement.
Company Response: Closed with explanation

Timely Response

2019-05-22

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-20

Spring Hill, KS

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: I opened a credit card with XXXXXXXX XXXX XXXX. It offered no interest for 12 months on purchases and rewards of {$200.00} when {$1500.00} was charged on credit card within three months plus reward points on purchases. I had made successive payments on card and made more than minimum payment on account. After I had redeemed the {$220.00} rewards I had earned, they decided to close my account before the rewards would be credited on my account on the next statement. UMB had assured me the rewards would be credited on next statement via a phone conversation. A week later they told me I was a credit risk for very questionable grounds despite being in very good standing on my account and having a credit score of around XXXX. Please look into this matter for me for I feel I was purposely defrauded by UMB given they had sent me a promotional letter in mail in order to get me to open this credit card with the bonus offer. Thank You
Company Response: Closed with explanation

Timely Response

2019-05-16

Belleville, IL

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Sent card you never applied for
Company Response: Closed with explanation

Timely Response

2019-05-15

Tulsa, OK

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2019-05-14

Saint Louis, MO

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-05-03

Gladstone, MO

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Company Response: Closed with explanation

Timely Response

2019-04-11

Cumming, GA

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-04-05

Scottsdale, AZ

Closing an account

Checking or savings account: Savings account

Fees charged for closing account
Complaint: An HSA ( Health Savings Account ) was opened by my employer with UMB. Since it was open they have been charging a XXXX service fee every month to my account. I realized when it goes negative, they will expect me to pay back their fees. In order to close my account, they will take {$25.00} off the balance and send me the remainder. I never agreed to any of this because my employer signed me up.
Company Response: Closed with explanation

Timely Response

2019-04-03

Omaha, NE

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Complaint: RE : Misleading offer from UMB Bank Visa Signature Card. Offer States : " 20,000 bonus point offer when you spend {$1500.00} in the first 90 days of opening your account. You may even choose to redeem your 20,000 points for {$200.00} cash back or use it for other great rewards! '' Does not state in offer any delay in having points credited to your account for redeeming the reward. Other credit card companies apply the points to your account upon your monthly statement when qualifying for the reward. I did contact by phone UMB Bank and was told they did not have a rewards department or contact person and that any qualifying points that I was entitled to would be delayed from being added to my account after 90 days and one to two billing cycles of the card. This wasn't specified in the written promotional offer, making it impossible for any cardholder to be aware of the delay in receiving the bonus reward. I made numerous phone calls over a 2-day period ( XX/XX/2019 & XX/XX/2019 ) to have my reward points applied to the credit balance on my account only to be mistreated and given a vague response. Please note the offer states " WHEN '' I spend {$1500.00}, which means at that present time qualifying for purchases of {$1500.00}. UMB Bank is not abiding by the terms stated in the offer.
Company Response: Closed with explanation

Timely Response

2019-03-05

Atl, GA

Closing an account

Checking or savings account: Checking account

Company closed your account
Company Response: Closed with explanation

Timely Response

2019-02-26

OR

Managing an account

Checking or savings account: Savings account

Fee problem
Complaint: I received a paper statement from UMB associated with my HSA Account that is arranged with UMB through my employer. UMB does not disclose to its customers that it charges a {$1.00} paper statement fee. Additionally, on its Statement, UMB provides no phone number or website address for customers to gain information about one 's account. This is curious because there is a section on the statement that states, " In case of errors or questions about your electronic transactions, please call us or write us at the phone number or address shown on this statement as soon as you can. '' I found UMB 's contact information through a web search. There is no information readily accessible for users who seek to understand more about the paper statement fee on UMB 's website. One must first enroll in online banking and then dig deep to gain information about the paper statement fee ; a user has to go to a page of " Frequently Asked Questions '' to find out information. The fee is not disclosed anywhere else. I see this as a violation of Regulations DD and E and potentially of Section 5 of the Federal Trade Commission Act and components of Dodd-Frank that address Unfair or Deceptive Acts, Abuses, or Practices. I can readily afford the {$1.00} they charged me for paper statements, as I am sure most depositors can ( who have an HSA Account ), and I believe this is precisely why UMB is clever about their fee assessment practices. They should refund all customers this fee that they have charged without disclosure or explicit instructions as to how one goes about avoiding the fee.
Company Response: Closed with explanation

Timely Response