ComplaintsforUMB Financial Corporation

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For several months I've been going through hurdle after hurdle that this institution has places to prevent me from simply moving money out of an HSA account. 1. They did not communicate how to gain access to my HSA account after I left my employer 2. They made it exceptionally difficult to figure out and actually re-gain access to my account. 3. When I got access, they did not provide a means of performing an in-kind transfer. I had to research and finally reach out to eventually hear that they don't offer an in-kind transfer (which is very bothersome, as it means incurring a large tax burden in my state in order to simply move my money to another institution). 4. After selling all my investments (incurring the tax) to move funds into a savings account, and finally being able to transfer the funds, I discovered that, as soon as the funds were moved to my savings account, they were quietly moved right back to my investment account. I'm now waiting for the fund transfer to my investment account to be completed, so that I can transfer them yet again to my savings account and finally move the money out. UMB claims that they moved the funds back because I have an automatic transfer set, but that is to apply to money added to a savings account, not money being moved out of the investment account. At the very least UMB should notify consumers if such a setting would cause funds to be moved back to investments. During this time I've been incurring monthly fees from UMB (higher than what I paid while employed, and not informed by UMB of the increased fees). I'm exhausted and I want UMB to allow me to complete the transfer out of UMB already. In my opinion, I'm owed a reimbursement for fees since leaving my employer, as I would have completed the transfer immediately had UMB not made this so difficult. At this time, I just want the money in my savings account, and assurance that the money will be moved when I initiate the transfer from my new bank.

  Business response

  08/26/2024

  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you submitted to the BBB, in which you described your dissatisfaction with the transfer process for your health savings account (the “HSA”) and requested a refund of certain fees. This letter serves as UMB’s response. Your HSA was disassociated from your employer in April 2024. At that time, a letter was sent to you informing you that your HSA would no longer be associated with the employer group. The letter also disclosed the terms your HAS would be subject to going forward, including applicable fees, and provided instructions for accessing your HSA going forward. A copy of the letter is enclosed. According to our records, in May of 2024, you asked whether an in-kind transfer of your HSA investment assets was possible. Like many other providers, UMB does not offer an option for an in-kind transfer of HSA investment assets. As the representative you spoke with explained, to complete a transfer you need to take the following steps: 1. Liquidate the balance of your HSA investment account; 2. Discontinue any automatic investment features established on your HSA deposit account; and 3. Once the liquidation had been completed, submit a Custodial Transfer or Closure Request form to transfer the funds to a new custodian, or close the HSA and receive the proceeds of the account. On 07/30/2024, you liquidated your HSA investment account assets, totaling $*********, and the proceeds were credited to your HSA deposit account, as is the standard process. On, 8/2/2024, pursuant to instructions you had previously provided to UMB to automatically invest the balance of the HSA deposit account anytime the HSA deposit account balance exceeded $********, $********* was transferred from your HSA deposit account to your HSA investment account. On 08/08/2024, you liquidated the contents of your HSA investment account and the proceeds, which totaled $*********, were credited to your HSA deposit account. To date, we have not received a Custodial Transfer or Closure Request form from you. As a courtesy and gesture of goodwill, on 8/13/2024 your HSA was credited $15.00, which represents a refund of the Benefit Administration and Investment Account service fees you incurred after your Account was disassociated from your former employer. If you do not wish to incur these fees going forward, you will 

  Business response

  08/29/2024

  UMB has reached out to the BBB regarding your concerns and the BBB has confirmed that it does not publicly post complaints until such time as they are deemed “closed.” Prior to publicly posting any complaint or response, a BBB representative reviews the complaint/response and redacts any personally identifiably information. This process is addressed in the communications you received regarding this complaint (see “BBB may edit the complaint or [] response to protect privacy rights and to remove inappropriate language”). Any additional questions about this process should be directed to the BBB.
  

  Customer response

  08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I should clarify, however, a few points:
  - The letter that UMB claims to have sent to me was not received. Perhaps it was sent, perhaps not, but UMB did not provide proof of delivery.  
  - I've worked in the financial space and can say that in-kind transfers for HSA and other investment accounts is rather more common than not now. It's not the focus of my complaint, but it's a fact.
  - I hadn't initiated the transfer out because I was repeatedly blocked by UMB bank from moving funds o the checking account.  Until that was completed, I couldn't initiate the transfer. That was the point of this complain.
  
  I had initiated a transfer as soon as the final transfer of funds to checking was complete, so that should be in process. I also appreciate that fees were refunded.

  I also advise that UMB be more careful about sharing the numbers in an individual's bank account as this issue will be posted in public. I hope that information is redacted.

  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  May 10, 2024 I spoke with UMB Bankcard on the phone relaying the problem with 2 of our check payments we sent in 5 months previously were never applied to our account which had caused us to have a negative balance every month along with late fees that were being applied every month on top of it. I explained to them the checks had long since cleared our bank. They asked me to send in all the proof in via email which I did that same day. We corresponded over the next few weeks going back in forth with a few different people as it kept getting passed along to the "higher ups". At the end of May I received a phone call along with an email from them stating that our payments had misapplied but that their settlements department were going to move them back over to our account and that we should see them on our account in the next few business days. Two months have gone by and we have received 2 more statements that shows the exact same negative balance along with more late fees being applied. I contacted them again last week regarding this matter. No one seemed to be able to find anything about this situation. I again sent them everything in proof wise along with all of our correspondence via email, including the conclusion they had come to and emailed me about. I have yet to hear from them. We have always paid off our monthly balance since having this card.

  Business response

  08/01/2024

  UMB Bank, n.a. ("UMB") requests that one of the individual(s) authorized to transact business on the account please contact the UMB Client Advisors department Monday - Friday 7am - 6:00pm (CST) at ************.  Any of our Client Service Specialists will be able to assist you. 

  Business response

  08/14/2024

  Please see attached response letter. 

  UMB Bank, n.a. (“UMB”) has received a copy of the message you recently sent to the BBB regarding your above-referenced complaint. Pursuant to your request, ****** ******* has been added as an individual authorized to receive information regarding the credit card account (“Account”). I have also responded to your questions regarding the current balance on the Account. As explained in my email, no fees were incurred related to the misapplied payments. Based on our email correspondence, it is my understanding that all your questions and concerns have now been addressed. We appreciate your business and look forward to continuing to serve the Housing Authority’s financial needs in the future. If you have questions regarding the Account in the future, please contact the UMB Client Advisors department Monday - Friday 7am - 6:00pm (CST) at ************. Any of our Client Service Specialists will be able to assist you. 

  Customer response

  08/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22024665, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 9thof June I started a application of a personal cash account through my ******* account, do to the reason your Union started a new benefit program. The next day I received an email stating to email a photo copy of my ss card. There is no way a person in there right mind would email a ss card image. I spoke to others I work with and they didn't have to send any additional information. I tried calling several numbers but I only receive a voicemail message and no option to speak to a person. I don't have an issue to resolve this problem with going to a bank branch near me but Umb is located in Missouri. Are they associated with another bank in my area? I have no clue because communication is horrible . And I spoke to several people at ******* and they tried to help, but they had issues with communicating with Umb. Case number *****

  Business response

  06/24/2024

  Please see attached response letter. 

  
  Dear *********** *********:
  
  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you submitted to
  the BBB, in which you described difficulty you were having opening an ******* Personal Cash account
  (hereinafter, the “Account”). This letter serves as UMB’s response.
  
  Banks are required by law to have a customer identification program that includes performing due diligence
  when establishing accounts. As UMB representatives have previously explained, as part of our review of
  your Account application, we may need to request additional information or documents from you to verify
  your identity or Social Security Number. On June 10, 2024, a UMB representative informed you that to
  move forward with your Account application, UMB would need an image of your Social Security Card. The
  representative provided you with a link you could utilize to securely send the image to UMB via an encrypted
  email and explained that if you did not want to email the image, you could upload the image to your
  ******* Personal Dashboard. After you stated you would not provide a full copy of your Social Security
  Card, UMB closed your Account application. Subsequently you submitted a new Account application and
  provided a copy of your W-2 to very your Social Security Number; and your application was approved.
  
  It is UMB’s understanding that this letter and the opening of your Account satisfies your inquiry. If have
  further questions, you may contact customer support at ###-###-####.
  
  Sincerely,
  
  UMB Bank, n.a.
  
  

  Customer response

  06/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: I would like to know what triggered that response from you. Why I was singled out to verify my identity. Were others that I work with didn't have any issues with identity. There must be something causing this issue and I would like to prevent it for the future
  
  Sincerely,
  
  *********** *********

  Business response

  07/12/2024

  Please see attached second response from UMB. 

  Dear *********** *********:
  
  UMB Bank, n.a. (“UMB”) has received a copy of the message you recently sent to the BBB regarding your
  above-referenced complaint. We appreciate your desire to understand why UMB requested that you provide
  additional documents to verify your identity and Social Security Number. However, we are unable to provide
  more specific information regarding what trigged UMB’s request, as the processes and tools utilized by
  UMB to perform due diligence when establishing accounts for customers is confidential.
  
  We hope this response satisfies your inquiry. If you have questions regarding your account in the future,
  you may contact customer support at ###-###-####.
  
  Sincerely,
  
  UMB Bank, n.a.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Card Application Denial; the institution's (UMB Card Services) computer system denied me a credit card within seconds at a ***** **** store for the new ***** **** credit, again ran by UMB Card Services in Kansas City, MO. Have to wait over 2 weeks to get a letter saying the denial. I told customer service at the UMB Card Services my credit is good to excellent with no miss payments or anything. UMB Card Services refused to let me talk to someone about this issue, telling me to wait for a letter of denial to be sent in 2 weeks or more. We have many credit cards from banks, stores, etc. with no problems with them plus getting a lot of offers to open new accounts, so there is no absolute reason to be denied, and they refuse to go over the application, I am being discriminated by this institution since we shop at the store that they represent. Obviously, the store cannot step in and talk with the institution's supervisor on this matter.

  Business response

  06/03/2024

  Please see attached response letter. 

  Dear **** *********:
  
  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you
  submitted to the BBB regarding your application for a ***** **** branded credit card (hereinafter,
  the “Card”), which Card is issued by UMB. This letter serves as UMB’s response.
  
  We appreciate your inquiry and interest in the Card. However, after careful consideration, your
  application for credit was denied. A copy of the Notice of Action Taken and Statement of Reasons
  for the denial is enclosed for your reference (hereinafter, the “Notice”); this Notice was sent to you
  on May 15, 2024, the day after your application was submitted. The Notice was emailed to
  ******************, pursuant to the information you provided at time of application.
  
  We appreciate your inquiry and believe the information included in the Notice addresses your
  questions about the denial. If you have additional questions or concerns, you may contact me
  directly at ###-###-####.
  
  Sincerely,
  
  ***** ********
  Senior Vice President, Consumer Card Underwriting
  
  

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I do not believe your B.S. about my credit.  Why don't you contact each of those credit card companies list under Transunion to see if I am paying them!!!  I can get more credit cards from other COMPASSIONATE banks but of course not from a scam bag bank like UMB!!!  If you could only trust me, you WILL SEE your credit card GET PAID ON TIME!!!  This is definitely a discrimination!  Unfortunately, ***** **** picks the WRONG credit card companies like they did before you with *** ***** Credit Union in Huntsville, AL.  I WILL NEVER DO ANY KIND OF BUSINESS WITH UMB BANK EVER!!!!  You're only hurting ***** **** since we shop there quite often.  Next, GET A LIFE!  Thank you.

  
  Sincerely,
  **** *********

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While on vacation in Mexico, we were overcharged for a restaurant visit. We had a 5000 peso downpayment and it was not applied for the bill. PLUS - several charges were incorrect. We have all documents supporting this via 'whats app', 'receipts', and copies of the menu and the case continues to be denied. We have attempted multiple avenues via calls, in person and emails to no avail - this IS NOT VALID. In 4/2024, there were charges that appear from ****** that seem to stem from them taking my card to swipe, as a 'friendly fraud' and most have been returned, except for the 2/11/24 transaction. I would like to have proof of what the restaurant has on file to collaborate with the reciepts we have in order to get this resolved. The assistant manager in Mexico said we need to have the entire record reversed by our bank/VISA MEX case # c****** - 2/2024. ****** case # c-***** - 4/2024 It is very unsettling that VISA and UMB is not backing nor fighting this case as it is VERY obvious

  Business response

  06/14/2024

  Please see attached response letter. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business charges account balance based fees on HSA accounts. I spoke to a representative several times who gave me the options for preventing the next monthly service fee from being assessed, but many were unrealistic like reimbursing out of pocket medical expenses, but the account balance was over $1,000 which most people would not have forgotten to use HSA funds for that much money. So I attempted to transfer money into the account from another HSA to comply with IRS rules, but that would put me into the next month before the funds would be in the UMB account. Due to the poor customer service, I elected instead to close the account and transfer the funds from UMB to the other HSA, which again would be past the last day of the month. Since the supervisor a week earlier told me that I would not have to pay the March monthly fee if I did any of those 3 things I called back and explained the situation and was told they would waive the March fee since I initiated the account closure prior to the end of the month and would be paying the account closure fee. They did not honor their request. I have already paid several months of $2.95 monthly fees despite an over $1,000 balance.

  Business response

  04/29/2024

  Please see attached response letter. 

  Dear ******** ****:
  
  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you submitted to
  the BBB, in which you described your dissatisfaction with the fees associated with your ****** *******
  account (the “HSA,” or the “Account”) and requested a fee refund of $15.88. This letter serves as UMB’s
  response.
  
  According to our records, when your Account was dissociated from your employer in April 2023, a letter
  was sent to you informing you that you would now be responsible for Account fees that were previously
  paid by your employer. You contacted UMB in early March 2024 and stated that you had not received a
  copy of the letter. We have no record the letter was returned undeliverable. At that time, pursuant to your
  request, another copy of the letter was provided to you. Additionally, as a courtesy, on March 19, 2024
  UMB refunded your Account $22.95; this amount represented all fees incurred on your HSA from April 2023
  to March 2024.
  
  Regarding you request for an additional refund, because the fees were disclosed to you and UMB has
  already provided a refund of a year’s worth of fees, no further refunds will be applied to your Account.
  
  If you have any further questions regarding this matter, you may contact me directly at ************.
  
  Sincerely,
  ****** ******
  Senior Vice President & Director IB Compliance, HCS Administration

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/01/23 - head trauma at gas station close to Marion iowa . Passed out filling up with gas. Per my family *** **** ******, So I had no money coming in. So I filled out FMLA paperwork & qualified for. I did have short term disability, however HR @ billion automotive told me that I would have to save that money to give to HR which went to payroll to pay for health insurance till I would be cleared to go back to work. So I had several creditors that I reached out to , most were gracious & very helpful. However, Card Services in Kansas City Missouri has been a problem. End of January 2024 , I reached out to them (CardServices) & customer service told me no I wasn’t turned over to collections, had been turned over, but not filed, was told I was ok moving forward. Then when I made payment in February, it changed again , so I mad 2.payments & 3rd payment which is coming up , (04/02/24), hardship customer service at card services. Was told that I was no longer on hardship program, so I was being switched to a 3rd party collection service which works out of same building . Long story short I have been in contact with This 3rd party my contact person is ******* The problem is I get letters stating it’s going to be wrote off as bad debt , & they would pursue other options to more late fees & negative reports to credit bureaus. This contradicts what I was told mid to end of January.. so today at around 6:30 pm I talked to card services again , talked to ******* customer service manager, said her department is always on 24/7/365 & once again never heard of a gentleman named Ladell ? I had a health issue card services end of January says I’m fine nothing to worry about … confirmed status with Ladell , in fact told me not to worry about it . Do I qualify for help from BBB , can you please assist me??? ********* phone # contact is ************

  Business response

  04/15/2024

  Please see attached response letter. 

  Dear **** ***********:
  
  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you
  submitted to the BBB regarding amounts due on your **** **** **** credit card, which is issued
  by UMB (the “Account”). This letter serves as UMB’s response.
  
  We understand from your correspondence that you feel you are receiving conflicting or unclear
  information about whether your Account is in collections or on a hardship repayment program. As
  a courtesy, UMB has waived the last two (2) late fees on your Account (each $38.00). Additionally,
  a member of our team has or will be reaching out to you shortly to discuss resolving the remaining
  balance due on your Account. We would ask that you please return their calls.
  
  If you continue have questions after speaking with our team, you may contact me directly at ****
  ********. We appreciate your business and look forward to continuing to serve your financial
  needs in the future.
  
  Sincerely,
  
  ***** *****
  Vice President and Manager of Loss Mitigation

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been an account holder at UMB bank since I was a teenager. Now, it's becoming a massive regret that I have stayed with them for so long due to gross incompetence that could have me stuck living on the streets of a foreign country with no access to any of my funds. I filed my travel notices with them and embarked on my journey to Istanbul Turkey. During my trip I called to let them know I would be withdrawing a larger than normal amount of money for personal reasons. The representative assured me everything was good to go. It was not. I was only able to withdraw half of what I needed and my account was locked up. I got on the line with them again after that weekend and they said they were able to unlock my account after verifying some purchases, as they should. Nothing was abnormal except a dash pass purchase from **** **** (Which has happened in the past and I just go and ask for my money back) They transferred me to the dispute department and I explicitly asked if filing a dispute to get my money back would cancel my card number because I cannot have this card cancelled while I'm overseas or I won't be able to access ANY of my money. They assured me it wouldn't be a problem and that I would be able to get my money back while keeping this card number since I told them I do in fact have a door dash account but not a dash pass. Ever since that call my card has been locked and I have no access to my funds (Its been over a week). Ive been on the phone with their fraud department every day and each day a rep has said my card is unlocked. This is now my fourth straight day on the phone with them and I finally talked to a supervisor who has now informed me that my card has been cancelled and it's irreversible. Now I have to check out in the morning, it's still cold out here and I have no access to my funds. Im on the street because of this incompetence and I truly have no clue what to do. NEVER bank with this company. Their methods and practices are outdated.

  Business response

  03/28/2024

  Please see attached response letter. 

  RE: Better Business Bureau (“BBB”) ID # ********
  
  Dear ****** ****:
  
  On March 18, 2024, UMB Bank, n.a. (“UMB”) received a copy of the correspondence you
  submitted to the BBB regarding the debit card for your UMB checking account (the Account”). In
  response to your inquiry, UMB conducted a review of your Account, and this letter has been
  prepared to document our findings.
  
  In your correspondence to the BBB, you state that you are having trouble accessing the funds in
  your Account after you debit card was shut-off due following an unauthorized charge, and that
  this is impacting your travel arrangements. Members of our Customer Care team have been in
  contact with you and are working with you to have a new card rushed to you.
  
  If you have additional questions or need further assistance regarding this matter, you may contact
  me directly at ************. We appreciate your business and look forward to continuing to serve
  your financial needs in the future.
  
  
  Sincerely,
  
  ****** *******
  Customer Care Manager, Consumer Banking

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a ****** ******* ******* (HSA) with UMB Bank; I have a 12/31/23 bank statement showing my balance. I have spent now 6 hours over 4 different phone calls with their customer support to try to transfer those funds out of UMB Bank to ********* but their representatives claim they cannot find or open the account in their system. Also, since requesting the funds transfer to ********, I no longer have access to my accounts online, which is concerning.

  Customer response

  03/24/2024

  I have heard from UMB. They opened a ticket for this issue ******* ********* then tried to close it , but I keep pressing them for more information. At this point, it appears that they are trying to resolve the issue; I received an email from them on 3/22/24 with some of the information that will resolve this issue.

  Business response

  04/04/2024

  see attached

  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you submitted to the BBB, in which you described difficulty you were having transferring the custodian of your health savings accounts (individually each an “HSA,” and collectively the HSAs). In response to your inquiry, UMB has conducted a review of your HSAs, and this letter has been prepared to document our findings. Our records indicate that on February 13, 2024, at your request, your HSA balances were sent to the new custodian via check; and this check was deposited by ********, your new HSA custodian, on February 26, 2024. After the check was issued, you received dividends from your HSA investment account. On March 6, 2024, a check was issued to ******** on your behalf for the amount of the investment dividends credited to your HSA; however, this check was ultimately voided after the administrator of your HSA received notice its check printing vendor, Change Healthcare, had been the victim of a ransomware attack. On March 20, 2024, after your HSA administrator retained a new check printing vendor, the check was reissued. We regret that you experienced a delay in the transfer of the dividend funds to your new HSA custodian and hope that the information we have provided satisfies your inquiry. If you have any further questions regarding this matter, you may contact me directly a* ************

  Customer response

  04/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21427386, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  UMB without any investigation charged back $16,000 from my merchant account. Not only do I know the person, I always take a photo of ID when they are large transactions. These transactions $1600 at a time started in mid October. In late January when I refused to offer him my services any more he went and disputed every charge and they just took my money!!! No phone call no questions nothing. I am currently waiting for a return call from the fraud dept. 5 calls in 3 weeks with no reply. And the person is still trying to get me to provide services for him

  Business response

  04/02/2024

  Please see attached response letter. 

  RE: Better Business Bureau (“BBB”) ID # ********
  
  Dear ******* *******
  
  UMB Bank, n.a. (“UMB”) has received a copy of the above-referenced correspondence you
  submitted to the BBB regarding amounts you claim were charged-back to your merchant account.
  This letter serves as UMB’s response.
  
  UMB representatives have attempted to reach you at the phone number provided with your
  correspondence to the BBB to obtain more information about the charges at-issue, but you have
  not returned their calls. Based on your correspondence, it appears you may not be a UMB
  customer. Typically, if you have questions or wish to contest a merchant chargeback, you will
  need to contact **** and/or follow the processes outlined by your own financial institution.

  
  Sincerely,
  
  UMB Bank, n.a.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩