UMB BANK, NATIONAL ASSOCIATION

2018-06-08

Burke City, MO

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-05-12

Wichita, KS

Other features, terms, or problems

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

Privacy issues
Complaint: XX/XX/XXXX : In looking at my XXXX XXXX statement, I saw a link to look at my rewards. In the 22 years I've had this card, I've never used any rewards, ( rewards weren't even around when I started with this card ), so did some investigating to see what I could use them for. I had XXXX or XXXX and some rewards points showing to use. I saw where I could use them as cash back against my balance. So I cashed in XXXX points or {$500.00}. After doing so, I went to look at my transactions and saw not only the one I had just made but also three other transactions. These other three transactions used XXXX points each time in XX/XX/XXXX, all on the same day. Since I had never done anything with rewards points previously, this was suspicious. I noticed that the name on these other three transactions was not my name but another individual. It also had this other individual 's address. I called Cardservices immediately to ask what how this other individual was on my account. They said they would investigate and would get back to me within a few days. I called them back after the allotted time because I had not heard back from them and they said my account had gotten linked to another account somehow. When I asked what they were going to do, they said they were still looking into how that happened to correct it and referred me over to UMB about changing my security settings. I did this changing my username, password and security questions. Next day, I tried logging into UMB ( https : //www.umb.comXXXX ) and was not able to ... the security questions that came up were not mine. I discovered that if I logged in through Cardservices ( XXXX XXXX XXXX ), I could using my new security information. But have never been able to login directly to UMB since this began. If I try to, it loops me around from being locked out because the information doesn't match ( the security questions I don't know answers to ) to unlocking my account using my information, then back to the login page to go through it all again. While it recognizes my information to the account, the security does not let me in after I changed it all after finding this other individual linked to my account. I was able to get in to my account through my Cardservices login and to my rewards points. I saw where instead of the XXXX or so points I had left after I cashed in XXXX the week before, I only had XXXX and some points. They eventually all disappeared. I, in the meantime while waiting for UMB to straighten out the linked accounts issue, had contacted my local credit union about getting a credit card through them. I was then going to transfer my balance over to the new card. I was very uneasy and leary at this point of UMB 's security and if someone else could get to my account and/or card information. As soon as the issue was resolved, I was going to close the UMB account. I will not tolerate lack security. And they did not seem to know what happened or how to correct it. XX/XX/XXXX : I logged into my UMB account to see if the balance was {$0.00} after receiving notice that the balance had transferred to the new card. The balance was {$0.00}. I wanted to look at past statements while I was there to look for charges that automatically come out so I could switch them before canceling the UMB card. I wanted to make sure I did not forget about any auto payments. First statement I opened was NOT my statement. It was this other individual 's statement. I was looking at someone else 's balance, credit limit, charges and their credit card number. ( Their credit card number 's first 8 digits are the same as mine but the last 8 are different so I know it's not card number issue ). This was unbelievable and very disturbing to me. I immediately called UMB and canceled my card with them. I'll figure out my auto pays later. I told the customer service rep what had been going on when she asked why I was canceling and she started asking me all of these questions about it and I frankly told her that I was done and they could figure it out. I said that I didn't know if it was a hacking or internal issue but I wasn't playing games any longer with my account and their security. I was also going to try to notify the other individual, since I had their name and address, about the situation so they could protect their account. ( I have sent a letter to them with a copy of their statement I was able to see ). She didn't believe me that I was looking at someone else 's statement. I have attached a copy of the first page of my statement I printed off in XXXX when this situation was first noticed and the first page of the other persons statement that I printed XX/XX/XXXX, both of which I saw after logging into MY account. Since I have canceled my UMB card I no longer have this issue and they did give me that {$500.00} credit after about 10 days towards my balance before taking the rest of the points away. But this is completely unacceptable that accounts got linked. They said they had no idea who the points belonged to. That was NOT my first concern. It's disturbing that I had to call and tell THEM they had a problem in the first place. Going through Cardservices it seems to work every time but I may not see my account information but the information of this other individual. Everyone needs to be wary of UMB and watch their accounts closely, not just the charges on their statements if they still get paper bills but their online accounts. This a major security flaw that needs to be investigated by the FTC as I have the feeling I am probably not the only customer who's account/security has been compromised. I am an XXXX XXXX XXXX and I know security. I am an honest individual who will not take the other person 's information and use it maliciously. I have notified the other individual of the situation so they can protect themselves. However, the next person that can obtain information in this manner may not be so honest and can ruin another individuals credit. As of XX/XX/XXXX, a month after being notified of the problem, UMB still did not have this issue resolved.
Company Response: Closed with explanation

Timely Response

2018-05-11

KS

Managing an account

Checking or savings account: Savings account

Fee problem
Complaint: I received a letter on XX/XX/XXXX from UMB Bank ( which was a surprise since I have online banking & e-statements ), which stated that my savings account was changing to dormant status because I hadn't done any transactions in 18 months. ( Bad that I didn't transfer to it, but good that I didn't use it! ) Anyway, the next day I logged into my account to transfer from my checking, and I see that they charged my savings account a maintenance fee of {$25.00} each month for the last 3 months! The furthest my statement history goes back is XX/XX/XXXX, and sure enough, UMB has been stealing {$25.00} a month from my savings account! Of course I immediately called the bank, and the lady in the Customer Service Department was nice, but she couldn't help me over the phone. She ended up getting my original location on the phone, which I neither work nor live near, and the lady said she could only refund the most recent 3 months, {$75.00} worth of charges. She was able to research it a bit though, and found out that UMB got rid of the savings account I signed up for originally, initially grandfathered my account, then ended up getting rid of the grandfathered accounts and put me in an account that had to have $ XXXX in it, or they charge {$25.00} a month. I asked her for a copy of this letter since I had never received it, and I can't look at my history before XX/XX/XXXX, but I haven't heard back from her yet, so I still don't know how long they have been financially raping me. I was in XXXX for 16 years, and I am well aware of the greed of banks and their inflexibility when it comes to waiving overdraft fees. That stinks, but I get it at the same time. However, in this situation, I did nothing wrong, other than not logging in and looking at my savings statements. I'm sorry, but I TRUSTED UMB Bank with my money, and they decided to change my account guidelines and charge me a substantial monthly fee, then refused to give me my money back, and for that, I am repulsed. The lady at the XXXX XXXX location, I believe her name was XXXX or something like that, was only able to refund {$75.00} of the hundreds of dollars UMB stole from me ( I don't even know how much since I can't access my history ). Anyway, I would appreciate any help you can provide!
Company Response: Closed with monetary relief

Timely Response

2018-05-09

Tysons, VA

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-04-19

Managing an account

Checking or savings account: Other banking product or service

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2018-04-10

Clayton, MO

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
Complaint: UMB Credit Card provoked a dispute with me in late XX/XX/XXXX. I discovered that even though it resolved in my favor, they continued to mar all three of my credit reports with a statement about it. I asked UMB to stop reporting it via a phone call in XX/XX/XXXX. They did not. I have detailed what happened under the complaints XXXX XXXX - XXXX XXXX XXXX, XXXX XXXX - XXXX, XXXX XXXX - XXXX, and XXXX XXXX XXXX XXXX. I am complaining again because I was not satisfied with any of the responses.
Company Response: Closed with explanation

Timely Response

2018-03-29

Aurora, CO

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Closed with explanation

Timely Response

2018-03-18

Co Spgs, CO

Managing an account

Checking or savings account: Other banking product or service

Banking errors
Company Response: Closed with explanation

Timely Response

2018-03-05

Clayton, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: I have a health savings account with UMB Bank. On the online portal it says it takes 2-3 days to process deposits. However, without fail, every time my deposit is made it takes 10 or more days for them to make the funds available to me. Which puts me in a financial hardship situation where I can not go see my doctor because the funds allocated to do so are not being made available to me in a timely manner. I have called them and complained, and when I call and complain they can magically make those funds available when you threaten to contact the CFPB. However, unless I call to complain on average it takes 10-14 days for them to make funds available to me.
Company Response: Closed with explanation

Timely Response

2018-02-26

Lewisville, TX

Managing an account

Checking or savings account: Checking account

Problem accessing account
Complaint: Hello, I have an HSA account with UMB and they refuse to give me my account number. I need my account number to pay my insurance premiums and the only way the insurance company accepts payment is an electronic ACH. Furthermore, I am set up to have online account access and my account number is not available online and they do not provide statements monthly but quarterly! How is this legal!?!
Company Response: Closed with explanation

Timely Response

2018-02-23

Fort Russell, IL

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

Timely Response

2018-02-14

Burke 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

Timely Response

2018-02-07

Lenexa, KS

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: XXXX-Direct deposit for {$770.00} for the date XX/XX/XXXX was held until after XXXX XXXX and bank did not release access to funds. Customer service and a branch manager downtown was called ( total of 3 calls ). Everyone initially said they could not see direct deposit or was employers fault FINALLY branch manager said just wait until tonight should be there by XXXX XXXX. Why are they holding funds for a full business day-same employer has deposited check for 6 years XXXXAutomatic bill pays for XX/XX/XXXX were not posted until XX/XX/XXXX XXXXAutomatic withdrawal fee of {$43.00} for XXXX of was rejected. Total transaction was {$75.00} but {$43.00} was setup to come from UMB account. At that time UMB account was over {$800.00} but they did not pay. Fee from merchant charged. Also here is email from XXXX : Instant Transfer payment Transaction ID : XXXX Transaction Date : XX/XX/XXXX Transaction Amount : {$75.00} USD Reason : Your bank reported a problem. Please contact your bank 's customer service. If you still need assistance, you may contact XX/XX/XXXX Check for {$240.00} not cashed balance was $ XXXXthis resulted in a fee from UMB and other bank Also should of been paid on XX/XX/XXXX this is deposit they held until after XXXX XXXX and historically paycheck for last 6 years always posted Thursday night before XXXX before this week. All these also happened after I filed an official complaint against the bank
Company Response: Closed with explanation

Timely Response

2018-01-18

Lenexa, KS

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Closed with monetary relief

Timely Response

2018-01-13

Saint Paul, MN

Problem with a lender or other company charging your account

Checking or savings account: Other banking product or service

Can't stop withdrawals from your account
Company Response: Closed with explanation

Timely Response

2017-12-15

Elk Grove, CA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2017-12-11

CO

Fees or interest

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

Problem with fees
Complaint: In XX/XX/XXXX the following items were fraudulently charged to my credit card : XX/XX/XXXX - {$350.00} XX/XX/XXXX - {$330.00} on XX/XX/XXXX a credit for {$330.00} posted XX/XX/XXXX - {$110.00} XX/XX/XXXX - {$130.00} I pay this card per item and paid all but the fraudulent items after reporting them to the card company on XXXX/XXXX/XXXX. On my XXXX/XXXX/XXXX statement the fraudulent items were refunded but a late charge of {$39.00} and a purchase fc of {$28.00} showed and somehow the balance was {$84.00} over what I show due when I pay my statement per item. I contacted company and was told the fees would be reversed. On my XXXX/XXXX/XXXX statement they only reversed the late fee and not the finance charge. And despite paying per item the bill is now {$420.00} over what I show due. I take pride in paying my payments on time but am concerned about the impact due to this company not getting their billing done correctly.
Company Response: Closed with monetary relief

Timely Response

2017-11-16

Fort Lauderdale, FL

Managing an account

Checking or savings account: Checking account

Banking errors
Company Response: Closed with explanation

Timely Response

2017-10-25

Okc, OK

Problem when making payments

Payday loan, title loan, or personal loan: Personal line of credit

Company Response: Closed with explanation

Timely Response

2017-10-22

Wallington, NJ

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: Someone got a hold of my debit card number and charged a few items to my debit card
Company Response: Closed with explanation

Timely Response

2017-09-28

Flor, MO

Managing an account

Checking or savings account: Checking account

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

Timely Response

2017-09-11

Kansas City, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: My employer deposited my payroll check via ACH to my checking account on XXXX/XXXX/XXXX for XXXX which would have given me an available balance of XXXX. I received a text telling me of the deposit on XXXX/XXXX/XXXX. I had a check for my rent to go through on XXXX/XXXX/XXXX for XXXX. I received another text alert on XXXX/XXXX/XXXX saying that the check cleared my account. Then I woke up to a text around midnight telling me that an overdraft fee posted to my account. I went into the branch the next morning on XXXX/XXXX/XXXX and talked to a rep who said the check was returned and I received an insufficient funds fee because when the check went through it took me negative XXXX. I asked him why and explained the deposit that I was alerted about, showed him the text messages and he basically told me that the text banking and mobile alerts are unreliable and that I should have looked at online banking to get my available balance. The text alert I received was not good enough because it did n't say my available balance and the only thing it was saying was my employer initiated a deposit. Basically telling me of the back office work. He said they have a 3 day window to post the ACH deposit to my account and they did it in 1 day. Then he said it could take them XXXX to 10 day to post ACH items and that was in the disclosures I received when I opened my account ( years ago ). He printed out my account activity but it had different dates that didnt go with the text and email alerts I received. He said he had to talk to his XXXX who wasnt there about refunding the fee. I asked was there someone else to talk to about this and he said the branch XXXX isnt there on the weekend and then gave me their cards and pointed out the customer service number and told me they can point me in the right direction or explain it better. He told me that had I deposited cash into an ATM it would be available immediately and I told him that 's not true and this had happen to me before but he did n't seem to believe anything I said according to the smirk on his face.
Company Response: Closed with monetary relief

Timely Response

2017-09-08

Manassa, CO

Problem caused by your funds being low

Checking or savings account: Checking account

Bounced checks or returned payments
Company Response: Closed with explanation

Timely Response

2017-09-01

Washington, DC

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2017-08-31

Alexandria, VA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response