Business Profile

Bank

UMB Financial Corporation

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Complaints

This profile includes complaints for UMB Financial Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

77 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:03/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:03/13/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:03/12/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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.
Initial Complaint
Date:03/11/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This bank will debit your account before crediting causing overdraft fees as well as hold checks deposited via online banking. Was not advised that online banking would hold a paycheck. Therefore, Causing overdraft fees that would not have occured had i known and taken it directly to bank. Is this how they make money off the less fortunate?
Business Response
Date: 04/03/2024
Please see attached response letter.
Business Response
Date: 04/03/2024
Please find attached response letter. This version includes all referenced enclosures.
Customer Answer
Date: 04/04/2024

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. Does no good to complain

Sincerely,

******* *****
Initial Complaint
Date:12/21/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 28th I made several transactions from my account to my wife's v**** account totaling $1223. My banking information had been stolen and the fraud department was not answering any of my calls to have my card turned off. The bank filed those transactions as fraud along with the actual fraud charges despite even after I called and spoke with a representative explaining otherwise. V**** withdrew the money from my wife's account and has it frozen until they receive confirmation from the bank that the fraud charges have been dropped. I have called UMB multiple times, often being transferred (several times) and having to re-exaplain the entire situation each time. It has now been close to two months and this is an ongoing issue. Each time I call the bank they state that the charges have been dropped but V**** states otherwise. I have called the bank multiple times asking to receive confirmation in writing that the charges have been dropped and that the transactions were valid but no one seems to be able to help. I spoke with a woman named ****** at the Lee Summit call center who refused to speak to me because when I stepped outside my voice sounded different. I provided her with all of the information she asked to verify my identity but eventually just asked to speak with a supervisor. I need someone who is capable to provide me either in email or regular mail confirmation that these charges are not fraud but the customer service has been an absolute train wreck to deal with. This whole situation was due to a mistake on the bank's part and it's very frustrating that they are dragging their feet to help get it resolved.
Business Response
Date: 12/28/2023
After review of the concerns raised in the complaint, through review of customer correspondence with UMB, it was determined that no error was made by UMB and UMB considers this matter resolved.
Customer Answer
Date: 01/12/2024

Better Business Bureau:

The bank has finally issued a letter stating the Venmo transactions were valid (what I have been calling and asking for but was denied since "They can't do that"). The matter has been resolved.
If you are considering using this bank, the customer service is greatly lacking and I would recommend looking elsewhere.

**********

****** *******
Initial Complaint
Date:12/11/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/8/2023 I put in a request to withdraw my available balance at the time to my linked checking account. It has been sitting in Pending status since 11/8/2023.

Please allow full withdraw of current cash balance.
account number: ************
Business Response
Date: 12/13/2023
See attached letter.
On December 10, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to
the BBB regarding a request to withdraw your available balance at the time from your Interactive
Brokers (Interactive) account. In response to your correspondence, UMB reviewed the
information you submitted to determine what factors may have contributed to your experience.
Because your account is with Interactive, it’s important UMB document our role with these
accounts. UMB serves solely as a service provider for Interactive, holding a clearing account in
the name of Interactive to clear check and ACH transactions of its customers. UMB receives
transactions drawn on Interactive customer accounts from other banks and through the
automated clearinghouse network, and then sends information about the transactions to
Interactive for posting.
Unfortunately, since UMB does not have a relationship with Interactive’s customers, we are
unable to assist you with resolving the concerns you listed. We have, however, forwarded your
concerns to Interactive.
At this time, there is no further action UMB can take regarding your account. Any further
questions regarding this case should be submitted directly to Interactive at *************
Business Response
Date: 01/10/2024
This complaint was sent to UMB Bank, however, this customer does not have a banking relationship with UMB. We explained in our response that the customer's account is with Interactive. UMB is the agent bank for Interactive, however we do not have relationships with Interactive's customers. We provided Interactive's contact information to the complainant, which has been rejected twice. We are unable to assist further, as the complainant needs to work with Interactive to resolve this matter.
Feel free to contact me if you need any additional information:
********* *******
*************************
************
Customer Answer
Date: 01/25/2024
Hi, I've called the number that they listed multiple times. I was told I would receive a call back but never was called back. This company did not make a good faith effort.
Initial Complaint
Date:10/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am contacting you because last year I was defrauded of nearly $27,000 in my ******** *********** account. There were 7 unauthorized ACH transfers from my account of $3,000, $1,888, $1,888, $4,888, $1,888, $4,888, $4,888, and $4,888 between February 11 and August 1, 2022. They were listed on my Fidelity statements as “DEBIT ****** TRANSFER” but my ****** statements show no such transfers.
When I called Fidelity in August and filed a statement of “Unauthorized ACH transfers”, they fairly
quickly acknowledged that the transfers were fraudulent and reversed the last 3 of those ($14,664).
However when I contacted them in the following months and all through the following spring about the first 4 transfers ($11,664) their fraud department kept repeating that the claim was being processed and that I just needed to be patient.
Fidelity’s answer was that “the vendor charging the Account denied the remaining claims”…and “provided proof of authorization to UMB”--which is Fidelity’s bank. I have no way of finding out WHO supposedly provided UMB with this supposed proof. Fidelity provided no so-called proof whatsoever. (And how could they possibly do that since the first 4 unauthorized transfers were of the same nature and source as the last 3 that they HAD acknowledged were illegitimate?).
After many phone calls, Fidelity has stated the disputes were reopened with United Missouri Bank (UMB), on July 11, 2023, and are currently under review - but I have received no updates and can't wait any longer for this to be resolved.
I hope you will speed UMB on its way to correcting the remaining four of these thefts from my Fidelity account and restoring the funds (a total of $11,664) to me as soon as possible.
Business Response
Date: 10/25/2023
See attached letter.
Initial Complaint
Date:10/10/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
UMB Bank, offers consumers $400 welcome bonus for opening a new checking account and meeting eligibility. They failure to pay us the $400, though we had thousands of $$ in checking.
Complaint: UMB discriminates against senior citizens whose only income is Social Security. Their requirement for the bonus is direct deposits totaling a certain amount in 60 days. This is impossible! The SSA website allows you to change your direct deposit, which we did in May when we opened the account with UMB. SSA.gov said it was effective in July and that seemed to be okay. But the SSA did not deposit the checks in July! I called their CSR and after much effort was able to talk to someone who explained--even though the website says "July" the checks aren't deposited until 30 days after the effective date. Nothing on the web page says this! Therefore, it is impossible to meet UMB's 60-day limit. We note that other banks' time limit is 90 days for similar bonus.
We printed screen shots of our SSA accounts showing the direct deposits changed to UMB effective July. This documentation was taking to the UMB Security Branch in Colorado Springs in August as soon as the problem was recognized.
The branch manager agreed to extend the 60-day requirement to 90 days, based on our documentation. Checks were deposited in August and September.
90 days was up the end of August. We have not received the bonus.
Three times I called the UMB 800 number and was put through to "****" at the Security branch. She has been on the case since the first call. The next two calls, she promised to follow up with the branch manager again. She said he had to "get a code" from his superior. I do not know the branch manager's name and cannot find it on the internet.
Personal aside: I am disabled and homebound--but still able to handle our finances. Husband is 81 and is my full-time caretaker. This may answer some "why didn't we" questions.
Business Response
Date: 10/19/2023
See attached response letter.
Customer Answer
Date: 10/19/2023

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.

Sincerely,

***** *****
Initial Complaint
Date:10/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I’m the Personal Representative of my brother in law estate. Name by Probate and I have presented the testamentary letter to the bank. And they have not given me access to the safety deposit box. I’ve called several times, and they still have not grant me access to the box.
Business Response
Date: 10/23/2023
See attached letter.
Initial Complaint
Date:09/28/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called UMB on 7/ 7, requesting the bank to return a payment from a company I have business with because they were deducted money from my bank account twice a month.
I spoke with a representative on 7/ 7 explained the situation, I thought the conversion was quick, but I thought she understood. I received a message from Progressive Ins ( homeowners insurance on 7/ 15, no payment was received. I reviewed my bank statement and Progressive did receive payment on July 10, however, the payment was returned. I called Progressive they continue to tell me the payment was returned because of "sufficient funds" I explained that was not correct. I called the bank the next morning a representative said, he didn't know why the payment would not go through there were no HOLDS on my account.
I spoke with Lori Braccio from Progressive and explained my account was not short of funds and could she send the payment thru again she said, their system was not setup for that action. She sent documents stating my Insurance payment will go by 14.82 up because of return funds.
I visited UMB August 7 the representative told me to call the department who handles the complaints. I spoke with a representative she told me she would send this request to a manger and they would review the conversation I had on 7/ 7, . It was confirmed the representative did not take down the correct information which caused the problem removing the incorrect amount from my account. I spoke with ****** ******** ******** on 8/ 8 she reassured me she would take care of the situation and possibly call me back by the following Monday. I did not hear from *** ******** I called her and she sent me a "Good will Letter" hoping this would clear the matter with Progressive. I left a message for *** ******** on 9/ 19, I have not hear from her.
The conclusion is the bank determine it is their mistake, however, I am paying for their mistake. The Bank should be made accountable for the increase on my homeowners insurance.
Business Response
Date: 10/06/2023
See attached letter.

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UMB Financial Corporation is NOT a BBB Accredited Business.