UMB BANK, NATIONAL ASSOCIATION
Consumer Complaints
There are over 214 complaints on file for UMB BANK, NATIONAL ASSOCIATION. Dated between 2019-11-26 and 2012-05-11.
Complaints Page 2
2019-02-24
KS
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: On XX/XX/2019, we were victims of a very sophisticated credit card extortion. This followed remote access to our computer by a group which had perfectly cloned all XXXX identifying information. Once in our computer under the guise of helping us eliminate hackers in our new and unfamiliar XXXX system, they identified and held hostage our largest bank account, demanding the purchase of gift cards to give them the security codes necessary to eliminate the hackers and reset our computer security. The most disconcerting and XXXX producing element of this contact was that of five bank accounts stored in our computer, they had scanned files and quickly identified the account with the largest balance. Assurance was given that they would not use the card, just the security code, and a refund for the amount of the card would be sent immediately. After each transaction, a perfect appearing XXXX email was received with a refund receipt for the amount of the card. Given the sophisticated level of this group, and knowing they had identified our largest balance account, we felt we simply had no choice but to cooperate with these extortionists until we could reach XXXX XXXX bank to freeze our account. Considering this was armed robbery in a different dress, we felt it best to follow law enforcement advice to cooperate with the robbers until they can be neutralized. Once that was accomplished, we terminated contact with the extortionists and began notifying all pertinent institutions and law enforcement of this fraud and extortion. Upon examining our Visa transaction statement, we discovered an additional charge made after the criminals obtained our credit card data. Two purchases were made during this extortion at XXXX XXXX # XXXX, the transaction log lists three. All details are contained in supporting documents from law enforcement and agencies concerned.
Two credit card issuers were involved in this theft and extortion. XXXX XXXX XXXX, and XXXX XXXX XXXX. XXXX XXXX XXXX has been extremely understanding, cooperative, and absolutely efficient. Within 9 days of reporting this theft and forwarding all documenting evidence to XXXX, we received a letter from XXXX granting a refund to our account pending investigation completion. We have since been advised XXXX has determined our claim to be resolved in our favor as a valid reported case of fraud, theft by deception, and extortion. XXXX further stated their appreciation for furnishing such detailed documentation to assist in their further investigation so as to protect other XXXX clients, and thanking us for our patronage.
XXXX XXXX XXXX has been an entirely different matter. Our initial contact with the UMB staff member meant to handle fraud cases was regrettably dismissive, totally unempathetic to our situation, and obstructive to our efforts. As soon as she heard that our credit card was not stolen, but rather used under extreme duress in an extortion scheme, she showed no interest in listening to, or receiving our verified documentation of this fraudulent activity. Just a flat statement of nothing she could do to help us. Even refusing to assign this dramatic case of criminal activity a case number, thus giving the erroneous appearance to further investigation that we were negligent in reporting this fraud. When challenged in a subsequent contact regarding the lack of a case reporting number or file which appears to be a breach of common fraud reporting procedures, the agitated, terse response was, " all I can do is send an email to them saying you disagree with our policy of not considering this fraud. '' When I again asked the identity of " them '', I realized she had abruptly disconnected. After giving UMB two business days for a staff member to respond to no avail, I contacted and left a voice mail requesting assistance and a return phone call with the Director of Customer Service. Today we were contacted by a Customer service staff member. This staff member thankfully proceeded with a different approach. He spent time allowing us to explain the real facts surrounding our situation and thus gained proper perspective into the extraordinary circumstances surrounding our case. Our conversation was closed with the much appreciated assurance that he would have a review of our documentation which was previously submitted to the UMB Dispute Operations Center in XXXX. We have been UMB clients for 49 years, with very positive relationship with the bank for that entire period. Up until this unfortunate dramatic incident, we have never had an issue with their products or services, and have been a trouble free client. We have been diligent and responsible to maintain our current XXXX credit score. An unresolved fraudulent credit card charge has a dramatic impact on credit usage to credit available ratio, and thus impacts a credit score. This in turn has a domino effect in many other areas. Secondarily, without proper pursuit and investigation to uncover this sophisticated group, more UMB clients are exposed, potentially resulting in greater losses to the bank.
At this point, we are requesting CFPB assistance with UMB in determining this incident and charges incurred were made under extraordinary conditions of blackmail and extortion. Charges were made in order to protect our bank account, which in effect was being held hostage. Charges were made under forced coercion, rather than intentional and voluntarily. The charges in question in no way benefited the card holder. The only fair determination, considering the exceptional and unique circumstances in this case of criminal extortion, is to render the cardholder blameless and without malice. Any assistance CFPB can offer to assist us with resolving this issue will be gratefully appreciated.
Company Response: Closed with explanation
2019-02-15
IL
Managing an account
Checking or savings account: Checking account
Deposits and withdrawals
Complaint: On XX/XX/XXXX I deposited my paycheck via mobile app to UMB Bank. An hour later a account representative contacted and asked if the deposit was made by me and I told her yes. She asked what the check was for I told her it was my paycheck. She then said ok and said that was all she needed to verify it was not a fraudulent transaction. A couple hours later I received another call from her again she stated they would have to hold the check for 7 business days due to account activity. I asked her what that meant she said she was not told why. I pleaded with her that this was my paycheck and I need to pay my bills with it and feed my children and that if they couldn't release my funds that I would to just go to my other bank and deposit the check she said she would talk to her account manager and give me a call the next day. The next day came and I heard no response back so I contacted the bank and they said that they could not release the funds or the check due to it being with the Fed already. I asked to speak to the account manager because not only was my check being held from me but now my account was frozen due to the fraud department placing a hold on the account. The account manager was not very helpful or caring about my situation. I have had this account since XXXX and I don't understand why they have to hold my paycheck. I am very upset about this, the account manager said the funds will not be released until midnight of the XX/XX/XXXX, that means they sent the check to the FED on XX/XX/XXXX after I had voiced my concern about it, so who is being fraudulent now.
Company Response: Closed with explanation
2019-02-14
Saint Paul, MN
Managing an account
Checking or savings account: Savings account
Fee problem
Complaint: I have an HSA account with UMB Bank that was set up by my former employer, XXXX XXXX. I had no choice in using UMB Bank for my HSA. As you can see in the transaction log below, UMB Bank has appropriated to themselves over {$200.00} from my savings account in fees over the past two plus years. My account started with {$1000.00}. I have never made a transaction against the account. My current account balance is {$790.00}. They have taken my money by charging me a {$3.00} per month service fee on the account ( 6 % of the principle every month ) for no reason whatsoever. The used the title of " Online Payment # XXXX '' for these monthly service fees to disguise their nature. These were not online payments to a third party. They were UMB Bank taking money out of my account for themselves. They added this fee after XXXX opened the account for me. They also started, without my knowledge or consent, charging a {$1.00} per month fee for a paper statement ( statements which I never asked for but they decided to send ). This is just theft. I am being charged fees, with were added ex post facto without my knowledge or consent, that have eaten over 20 % of the principle in a savings account which I have never used. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Description Date Status Withdrawal ( - ) Credit ( + ) Balance Online Payment # XXXX TX XX/XX/XXXX XX/XX/XXXX Pending {$3.00} {$790.00} INTEREST XX/XX/XXXX Posted {$0.00} {$790.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$790.00} PAPER STATEMENT FEE XX/XX/XXXX Posted {$1.00} {$790.00} INTEREST XX/XX/XXXX Posted {$0.00} {$800.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$800.00} INTEREST XX/XX/XXXX Posted {$0.00} {$800.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$800.00} INTEREST XX/XX/XXXX Posted {$0.00} {$800.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$800.00} PAPER STATEMENT FEE XX/XX/XXXX Posted {$1.00} {$810.00} INTEREST XX/XX/XXXX Posted {$0.00} {$810.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$810.00} INTEREST XX/XX/XXXX Posted {$0.00} {$810.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$810.00} INTEREST XX/XX/XXXX Posted {$0.00} {$820.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$820.00} PAPER STATEMENT FEE XX/XX/XXXX Posted {$1.00} {$820.00} INTEREST XX/XX/XXXX Posted {$0.00} {$820.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$820.00} INTEREST XX/XX/XXXX Posted {$0.00} {$830.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$830.00} INTEREST XX/XX/XXXX Posted {$0.00} {$830.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$830.00} PAPER STATEMENT FEE XX/XX/XXXX Posted {$1.00} {$830.00} INTEREST XX/XX/XXXX Posted {$0.00} {$840.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$840.00} INTEREST XX/XX/XXXX Posted {$0.00} {$840.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$840.00} INTEREST XX/XX/XXXX Posted {$0.00} {$840.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$840.00} PAPER STATEMENT FEE XX/XX/XXXX Posted {$1.00} {$850.00} INTEREST XX/XX/XXXX Posted {$0.00} {$850.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$850.00} INTEREST XX/XX/XXXX Posted {$0.00} {$850.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$850.00} INTEREST XX/XX/XXXX Posted {$0.00} {$860.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$860.00} PAPER STATEMENT FEE XX/XX/XXXX Posted {$1.00} {$860.00} INTEREST XX/XX/XXXX Posted {$0.00} {$860.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$860.00} INTEREST XX/XX/XXXX Posted {$0.00} {$870.00} Online Payment # XXXX TX XX/XX/XXXX Posted {$3.00} {$870.00}
Company Response: Closed with explanation
2019-02-13
Belmont, MA
Managing an account
Checking or savings account: Savings account
Deposits and withdrawals
Company Response: Closed with explanation
2019-02-08
Heidelberg, MN
Attempts to collect debt not owed
Debt collection: Other debt
Debt was paid
Company Response: Closed with explanation
2019-01-29
Bend, OR
Closing an account
Checking or savings account: Savings account
Company closed your account
Company Response: Closed with explanation
2019-01-23
Effingham, KS
Managing an account
Checking or savings account: Other banking product or service
Fee problem
Company Response: Closed with explanation
2018-12-31
Glendale, CO
Managing an account
Checking or savings account: Other banking product or service
Deposits and withdrawals
Company Response: Closed with explanation
2018-12-24
Castle Point, NJ
Managing an account
Checking or savings account: Other banking product or service
Fee problem
Company Response: Closed with explanation
2018-12-21
Staten Island, NY
Trouble using your card
Credit card or prepaid card: General-purpose credit card or charge card
Can't use card to make purchases
Complaint: I have a XXXX spending account card issued by UMB Bank, N.A. The monthly spending limit on transit ticket purchase is {$250.00} dollars. On XX/XX/XXXX, I used the Visa Debit card to make two purchases of {$90.00} each, both transactions went through and processed on XX/XX/18 ( see statement ) ; on XX/XX/XXXX, I tried to make the purchase of {$75.00} dollar, the transaction was denied, the message on the MTA vending machine was '' transaction denied, contact the card issuer ''. I called the card issuer and reported the problem, the customer representative told me that the transaction didn't go through and asked me to wait 7 days and they sent me an email to confirm it on XX/XX/18. After 7 days, on XX/XX/18, I tried to make the purchase of {$75.00} dollar, transaction was denied, same message came up, so I call the card issuer again reported the same problem, the customer representative set up a case and told me they need 2-3 business days to resolve, so I waited another 3 days, tried to make a purchase on XX/XX/18 and XX/XX/18, the problem still remained, so I called again, they asked me to wait another 3 business days to investigate. they already see my account have balance of {$200.00}, and I still have {$75.00} dollars to reach my monthly limit of {$250.00}, no one can help me solve the problem, I even requested to speak to a supervisor, the problem remained. As the timing is critical on these kind of account, if I don't use the funds within a month, I will lose it, because next month I will have another contribution of {$250.00} to use. They should provide a credit {$75.00} to my account for me to use within XX/XX/XXXX.
Company Response: Closed with explanation
2018-12-20
Discovery Bay, CA
Getting a credit card
Credit card or prepaid card: General-purpose credit card or charge card
Sent card you never applied for
Complaint: On XX/XX/2018, I received a Visa/Debit card by mail. It is identified as being a XXXX Spending Account Card. The paperwork shows the card to have been issued by UMB Bank. This card was not requested, not wanted, and I had no knowledge of his account before the card arrived by mail.
On XX/XX/2018, I called UMB Bank at the number provided, XXXX. They refused to provide any assistance unless I give my full Social Security Number. Already suspecting fraud, I did not give any part of my SSN but insisted that they find the account by my name or the credit card number. They declined to offer further assistance, but said the account must have been opened by my current of previous employer. My current employer confirmed that they had no part in it, and its been 18 months since I worked for my previous employer.
On XX/XX/2018, I called UMB Bank again and spoke to XXXX. He refused to provide any information about the account, but suggested that I call XXXX. When I called the number suggested, I spoke to XXXX who said that she was with XXXX, the payroll company. When I explained the situation, she immediately assumed that I would not want to give my SSN and she found the account by my name. But she had no information about why the account was opened, except that it appeared to her to be a spending account, perhaps an XXXX. ( Ive never had an XXXX account. ) Still, she could not say who requested or authorized the account to be opened in my name.
My credit reports have been frozen with each of the three credit agencies since before this card arrived. In the meantime, I have an unwanted card opened in my name with no explanation and no ability to close it.
Company Response: Closed with explanation
2018-12-17
Federal Way, WA
Fraud or scam
Money transfer, virtual currency, or money service: Domestic (US) money transfer
Complaint: In XX/XX/2018, UMB Bank was the custodian of my health savings account ( HSA ) and I asked that my funds be transferred to a new custodian. UMB Bank did not disclose that they were planning on taking {$25.00} from my HSA as a " fee ''. I contacted UMB Bank to request a refund for the {$25.00} they appropriated and they said that what they were doing was customary and they would not refund the " fee ''. I asked them if it was customary to charge an undisclosed " fee '' to customers. They responded with the following non-sequitur : we can provide a copy of a transfer form which mentions the fee. They also said that they had disclosed the fee to " XXXX XXXX XXXX '' which was briefly ( i.e., for a few weeks ) my HSA administrator. When I asked UMB to provide a record of that disclosure they said they would not do so since " XXXX XXXX XXXX '' was their client.
Company Response: Closed with monetary relief
2018-11-14
Saint Louis, MO
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
2018-10-24
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
Company Response: Closed with explanation
2018-10-19
Greenwood, MO
Closing an account
Checking or savings account: Checking account
Can't close your account
Company Response: Closed with explanation
2018-10-14
Arco, CA
Problem with a credit reporting company's investigation into an existing problem
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Their investigation did not fix an error on your report
Company Response: Closed with explanation
2018-10-05
Black Jack, MO
Managing an account
Checking or savings account: Savings account
Deposits and withdrawals
Company Response: Closed with explanation
2018-09-24
Communication tactics
Debt collection: Other debt
Frequent or repeated calls
Company Response: Closed with explanation
2018-09-17
Chino, CA
Managing an account
Checking or savings account: Checking account
Cashing a check
Company Response: Closed with explanation
2018-08-31
Kansas City, MO
Problem caused by your funds being low
Checking or savings account: Checking account
Overdrafts and overdraft fees
Company Response: Closed with explanation
2018-08-06
Kansas City, KS
Managing an account
Checking or savings account: Checking account
Banking errors
Company Response: Closed with explanation
2018-07-31
Kansas City, MO
Problem with a purchase shown on your statement
Credit card or prepaid card: General-purpose credit card or charge card
Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with explanation
2018-07-29
Albuquerque, NM
Took or threatened to take negative or legal action
Debt collection: Credit card debt
Threatened or suggested your credit would be damaged
Company Response: Closed with explanation
2018-07-08
Cherry Brook, MA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I am complaining about : " XXXX XXXX XXXXXXXX '' credit card, formerly XXXXXXXX XXXX, now XXXX BANK XXXX want resolved : negative reporting on credit card, never can get access to online account at all.
On my birthday in XXXX, I got the shock of my life when I found out I was a victim of a credit card breach on XX/XX/XXXX stemming from the XXXX XXXX breach. My credit card was used for XXXX plus at XXXX XXXX and I didn't pay the card that month as I was working with the credit card to dispute this fraudulent charge. I was able to get the charge disputed and dropped because of extensive research, getting photos of who did it thanks to XXXX XXXX loss prevention and a police report, but to this day the account IS REPORTED NEGATIVE because I did not make thXXXX XXXX payment and missed. I have had this credit card for almost 10 years. They also will not increase my card usage. I did have a problem with a rental car place also in XXXX, and they overcharged my credit card. As a result, this further made me again be reported as negative. I also sent in a payment for XXXX lately and they claimed they did not receive it. They want to charge me a late fee and I have never been late in all the 10 years. My credit card now goes through as " unauthorized '' and I can no longer use the card. I have been contacting them and calling them for years, only to be told the negative is " fake '' and that it is a scam " to get me to pay to get a negative removed off my credit card '' to the credit bureaus. I have had people tell me all sorts of things here. What can I do?
Company Response: Closed with explanation
2018-07-03
Scottsdale, AZ
Fees or interest
Credit card or prepaid card: General-purpose credit card or charge card
Charged too much interest
Company Response: Closed with explanation