Complaints

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

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• 

  UMB Financial Corporation

  1010 Grand Blvd Kansas City, MO 64106-2202

• 

  UMB Financial Corporation

  7128 W 119th St Overland Park, KS 66213

• 

  UMB Financial Corporation

  909 N 6th St Kansas City, KS 66101-2843

• 

  UMB Financial Corporation

  220 S 2nd St Clinton, MO 64735-2104

• 

  UMB Financial Corporation

  16929 Burke St Omaha, NE 68118

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: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. 

• Initial Complaint

  Date:06/09/2023

  Type:Customer Service 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.

  Mother's Day weekend someone stole my wallet and put some charges on my debit card. So a fraud investigation was opened and I was assured that the money that was taken out of my account would return 7-10 business. I was told that once the investigation was done I would get my money. Now I am being told I have to wait until the investigation is over and that can take up to 90 days. That is not what was said in the beginning.now I am behind in my bills.

  Business Response

  Date: 07/06/2023

  Please see the attached response letter. 

   

  To Whom it May Concern: UMB did not receive the initial notice, which the record states was sent 6.9.23. The first email notification regarding this complaint ID was received by UMB on 6.23.23.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair 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 purchased product 11/7/22 from an online for $2504.70. Vendor never shipped and stated they would issue refund to my UMB credit card. I have reached out to UMB 8 times to resolve. I get told "we sent a letter requesting additional info" I never received the letter. I was told to email the info. Then I was told we don't have access to that email address. Then I was told "fax it" but they could not provide a fax number. Then I was told to email it to a new email address and I did. Then I was transferred and hung up on twice. No one has provided assistance in resolving and I have reopened the dispute numerous times.

  Business Response

  Date: 06/21/2023

  Please see the attached response letter. 

  Dear ****** ********
  On June 8, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB regarding a dispute you submitted for an item that was never shipped. In your
  correspondence, you stated you had made multiple attempts to dispute the matter, but had not
  received assistance in obtaining a resolution. In response to your concerns, we reviewed your
  account to determine what factors may have contributed to your experience.
  Through our review, we identified a call on April 21, 2023, in which you disputed the $2,504.70
  transaction from November 7, 2022, and stated the merchant had agreed to credit you for the
  purchase, but the credit was never received. In response, a case was opened to investigate this
  matter on your behalf.
  On May 5, 2023, the analyst assigned to your case determined additional information was
  needed to complete the investigation into your claim. To obtain this information, a request was
  submitted to send you a letter explaining what UMB needed to complete the investigation.
  Unfortunately, due to a system error, this letter was generated, but not mailed.
  On May 24, 2023, the case was closed due to the additional information not being received. It
  should have been identified the initial request letter was never sent, and we apologize the case
  was closed without connecting with you to obtain the additional information.
  On June 21, ******** ******** ***** ********** **********, spoke with you, and was able to
  confirm your claim had been resolved on June 16, 2023.
  In closing, UMB would like to extend our apologies for the error that occurred in the processing
  of your claim, and for any inconvenience this may have caused. If you have any outstanding
  questions, or need further assistance, you may contact ******** ******* ** *************
  

  
  

  Customer Answer

  Date: 06/21/2023

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  UMB never once told me that they experienced a "system glitch" that resulted in the letter not being sent to me requesting additional information.  UMB failed to communicate and respond appropriately and is why I will be closing my account with them.  Yes, they eventually took care of this, but only after I notified the BBB and only after I repeatedly called and emailed, and only after I stated I would contact legal representation.  It should have never taken several months to resolve.  
  
  
  
  ********
  
  ****** *******

• Initial Complaint

  Date:05/03/2023

  Type:Customer Service 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.

  Giving Credit cards to people that are NOT yourself. This is against the law

  UMB just to be aware and have a better process of issuing credit cards to fraudulent people.

  Business Response

  Date: 05/16/2023

  On May 3, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB regarding your claim of identity theft related to Account ***** for a *** ****** ****** ****** *****
  On May 4, 2023, UMB Enterprise Fraud Prevention sent you a letter stating they had reviewed
  your identity theft claim, confirmed identity theft occurred and, as a result, closed the account
  and reversed all disputed transactions made on the account. In addition, the letter states they
  requested each of the credit bureaus that reflected the tradeline on the account, reflecting the
  disputed information, delete those tradelines as quickly as possible. A copy of this letter is
  attached for your reference.
  We apologize for any inconvenience you experienced. Considering the action taken by UMB’s
  Enterprise Fraud Prevention department, we consider this matter resolved. However, if you
  need further assistance, you may contact us at *************

  Customer Answer

  Date: 05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:05/01/2023

  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 contacted UMB to close my account with them on 4/5/2023. The customer service representative took my $11,774.94 outstanding balance in full on that card account via an ACH transfer and stated that my account was now closed and my cards would no longer work. However, I received statements in the mail indicating that the account is still not closed and charges are still being made to the two outstanding cards that I have on my account. They told me that I would receive an account closure notice in the mail and I never received one. I need them to close my account and send me a final bill for anything owed. I have spent countless hours on the phone with this company trying to get my account closed and paid in full and thought it was up until today. Can you please assist me in this matter?

  Business Response

  Date: 05/12/2023

  On May 1, 2023, UMB Bank, n.a. (UMB) received the correspondence you
  submitted to the BBB regarding your request to close your UMB credit card. In
  your correspondence, you indicated you contacted UMB to close your credit card,
  and although the agent stated that the card would be closed, the card was not
  closed, and transactions continued to post. In response to the concerns you
  presented, UMB reviewed your account to determine what factors may have
  contributed to your experience.
  We verified you contacted customer service on April 6, 2023. As part of
  our research, your conversation with the representative was reviewed. Upon
  listening to the call, we confirmed that you did request the card to be closed
  and the agent did confirm that the card would be closed. However, the card was
  not closed by the agent at the time of the call and was still open as of the
  date of your BBB complaint.
  We escalated this issue to our card team and the card has been closed as
  of the date of this letter. Your final statement will generate on Friday, May
  19th.
  We apologize for the failure to process the transaction you requested,
  and for any inconvenience this may have caused you. If you have any additional
  questions or concerns, please contact customer service at ************. As always, if you are dissatisfied with the
  service being provided by a representative, you may ask to speak to a supervisor
  who may be better able to assist you.

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  ***** ***********

• Initial Complaint

  Date:04/26/2023

  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 purchased a new ***** ****** approximately one month ago since then I have been trying to get the ***** Pay to work and UMB Bank has been less than helpful giving me *** scripted answers such as but not limited to. We are currently working on it. There’s currently a ticket open with no end in sight unable to contact a supervisor unable to contact the person actually doing the work to find out what is going on I have made contact via phone and in person at my local branch although they were friendly no actual results were achieved. Unfortunately, I am having to use this message to report the problem. I know that the Better Business Bureau will continue to maintain their A+ rating as long as they respond to this within 24 hours of posting regardless of the outcome.

  Business Response

  Date: 05/09/2023

  Dear Dennis Payne:
  On April 26, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB regarding ***** Pay, as it pertains to establishing a link to your UMB account. In response
  to the concerns you presented, UMB reviewed your account to determine what factors may
  have contributed to your experience.
  In reviewing your concerns, we identified an error was caused by a recent update UMB made to
  our systems. When you attempt to connect your account to ***** Pay, **** is declining the
  attempt. Typically, we would be able to complete the enrollment on your behalf in this situation,
  but because of the update to our systems, this functionality is not available. We apologize for
  this. We are working diligently to resolve the issue, and we anticipate you will be able to link
  your account to ***** Pay later this week.
  It is my understanding you have been in communication with ***** *****, who has agreed to
  contact you as soon as this is corrected. If you have any questions, or just would like an update,
  please feel free to reach out to ***** ***** by email at *******************, by phone at
  *************

• Initial Complaint

  Date:04/14/2023

  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.

  This about UMB health services, a custodian of HSA.
  I over-contributed to my HSA in 2022 and need to remove the excess. As was suggested by the UMB customer service, I submitted a form indicating the excess amount requesting the correction, which they processed and refunded the amount requested.
  Per IRS rules the earnings on that excess amount must be removed as well, but UMB refuses to calculate/tell me what those were, despite being the custodian with direct responsibility to provide such information. They suggest I consult a qualified tax advisor instead. However an advisor is not in the position to calculate that (they are not the bank and don't have all the info).
  
  From a tax advisor:
  The HSA custodian should do the calculation for you when you tell them that you want a return of excess contribution. CFR 1.408-11 describes the required calculation: ************************************************ 
  No I'm unable to file my 2022 tax return nor make HSA correction per IRS guidelines because UMB won't provide me with the necessary information.
  
  I'm emailed UMB HSA multiple times (tickets ******, ******) and called customer support twice: spoke with *** on 4/13/23 and ****? on 4/14/23. No progress has been made.

  Business Response

  Date: 04/27/2023

  Dear ****** **********
  On April 17, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB regarding your health savings account (HSA). In your correspondence you indicated you
  had overcontributed for the 2022 tax year, and after notifying UMB, your refund request was not
  properly handled. In response to the concerns you presented in your correspondence, UMB
  reviewed your account to determine what factors may have contributed to your experience.
  We found the following details regarding your employee contribution reversal request.
  • April 7, 2023 – You submitted a Reverse Employee Contribution form for $476.00.
  Included with this submission was a request to calculate earnings you accrued on this
  excess contribution.
  • April 10, 2023 – UMB processed your request and remitted the funds via check. Your
  request had indicated you wished for the funds to be direct deposited via ACH, however,
  that option was not available. We also sent you a notice that your request had been
  processed, and directed you to contact a tax advisor regarding the calculation of any
  earnings that may have accrued on the excess funds.
  • April 13, 2023 – We received communication from you, which your tax advisor provided,
  “The calculation is the same as for a return of contribution from an IRA before the due
  date of your tax return. The HSA custodian should do the calculation for you when you
  tell them that you want a return of excess contribution. CFR 1.408-11 describes the
  required calculation* *************************************************. UMB does not
  provide any tax advise to account holders, and UMB considers the request for
  calculation of earnings to fall under the category of potential tax advice.
  • April 14, 2023 – You responded to UMB that you were not satisfied with our explanation
  regarding the interest calculation and tax advice.
  • April 17, 2023 – We received a Withdrawal Form-Standard or Excess Contribution for
  the amount of $1.00.
  • April 19, 2023 – Distribution of the $1.00 excess contribution request was completed.
  In closing, UMB found your excess contribution request was processed timely, and in
  accordance with the role of administrator. HSA custodians do not provide tax advice because
  each consumer’s situation is unique, and it would be impossible for UMB to have knowledge of
  all factors that would need considered, and doing so would imply a fiduciary responsibility. UMB
  does not have a fiduciary responsibility for HSAs. We have determined you were provided
  access to all the necessary information regarding your account, necessary to make any desired
  calculations. If you have any further questions, we ask you contact one of representatives by
  calling *************

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: it's a simple recap of events some. However it doesn't mention that they promised someone qualified from bank operations to contact me, that never happened.I also insist that calculating earnings on a contributed amount is a responsibility of HSA custodian. UMB failed to provide that information, even though they acknowledged that (as confirmed by their response to BBB), they kept sending their incompetent canned response refusing to provide needed data. Therefore, UMB failed to meet its obligations as HSA custodian,

  Regards,
  
  Alexey Pozimenko

  Business Response

  Date: 05/02/2023

  On April 28, 2023, UMB Bank, n.a. (UMB) received notice that you had rejected our response to
  BBB ID # ********, regarding your health savings account (HSA). In your rejection you
  continue to assert UMB is failing in its role as custodian of your HSA, by not calculating interest
  earned on your excess contributions for the 2022 tax year.
  UMB has reviewed your original correspondence, along with the rejection of our April 27, 2023,
  response to that correspondence. Regarding your statement that you were promised someone
  qualified from bank operations would contact you, we extend our apologies for any lack of
  follow-up. However, we feel our written response to BBB ID sufficiently addresses
  the concerns you have presented.
  Regarding your insistence that it is UMB’s custodial responsibility to calculate earning on
  excessive contributions made to your HSA, UMB respectfully disagrees. Our review of your
  account, and the interactions you had with UMB associates determined we fulfilled our
  obligations as custodian of your account. Furthermore, we retain our initial response that you
  were provided access to all the necessary information regarding your account, that would
  enable you to make any desired calculations.
  In closing, UMB found your excess contribution request was processed timely, and in
  accordance with the role of administrator and custodian. HSA custodians do not provide tax
  advice because each consumer’s situation is unique, and it would be impossible for UMB to
  have knowledge of all factors that would need considered. UMB believes your request for
  calculation of earnings, as it pertains to your excessive contributions, falls under the premise of
  tax advice, and therefore, fiduciary duties. UMB does not have a fiduciary responsibility for
  HSAs. If you have any further questions, we ask you contact one of our representatives by
  calling *************

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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.

  You received a Fraud alert on Friday Morning at 3:10 am. I followed up with the bank, and felt disrespected and was told I was stupid. They told me between 8:15 and 8:30, they were going to charge me $25.00 to expedite my new card. I stated that it wasn't fair, and they told me they would waive the fee.
  The funds would be returned Saturday, but at the latest Monday. I called back when I did not receive it, and I was told that my fraud complaint wasn't submitted until just this morning (Monday).

  Business Response

  Date: 04/18/2023

  On April 4, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB regarding a fraud claim on your UMB credit card. In your correspondence, you indicated
  you felt disrespected by the representative who took your call, and listed several concerns with
  the way your claim was processed. In response to the concerns you presented, UMB reviewed
  your account to determine what factors may have contributed to your experience.
  We verified you received a fraud alert on March 30, 2023, for a $74.12 transaction from
  ******** *********. We also show you called the fraud alert number on March 31, 2023, and
  inquired about the alert you received, and when credit could be applied to your account. Our
  records indicate the representative opened a claim for you, requested a replacement card, and
  sent you an Acknowledgement Letter (copy attached) explaining the steps UMB was taking.
  As part of our research, your conversation with the representative was reviewed. We agree
  there is an opportunity to improve on the way your call was handled. We apologize this call was
  not to the standard of service we strive to provide all our customers.
  On April 5, 2023, Michelle Garrett, supervisor for UMB’s fraud operations, reached out to
  discuss your claim with you. It is our understanding that you were satisfied with the steps UMB
  was taking to investigate your fraud claim. On April 8, 2023, the investigation was completed,
  and a letter indicating the transaction in dispute did not post to your account. A copy of this letter
  is attached for your records.
  In closing, we determined your fraud claim was handled according to the terms and conditions
  of your account, and in accordance with all applicable requirements. However, we also                                                                                                                                                                                                                                                                  determined the service you received did not align with the way we expect all our customers be
  treated, and for that we offer our apologies. If you need any further assistance, or have
  additional questions outstanding, please feel free to contact ******** directly

• Initial Complaint

  Date:03/28/2023

  Type:Customer Service 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 a charge card through Legal Shield that has currently switched the company that that takes monthly payments. I have been trying to make my payment, that is due today, for 3 days! I have tried three different phone numbers, hoping someone would answer at one of them. I logged in online and am told I don't have any accounts so I wrote an email that hasn't been responded too. I just tried online chat and I'm told they have an unusually high volume of calls! I was on hold last night for almost an hour! I'm just trying to pay my bill! There isn't any way to do this!

  Business Response

  Date: 04/11/2023

  On March 28, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB regarding your charge card through ***** ******. In your correspondence, you explained
  you had tried to make a payment, but were unable to, due to the account not being located
  online, and the delayed response you experienced when attempting to call. In response to your
  concerns, we reviewed your account to determine what factors may have contributed to your
  experience.
  We found your account was impacted by some recent enhancements UMB made to our
  systems. As part of the deployment of those enhancements, we anticipated some downtime,
  and therefore, communicated to our cardholders that, during our controlled transition, you may
  experience some intermittent online service availability. These communications were sent by
  email on March 13, and March 20, 2023, and by **** the week of March 6, 2023.
  The transition took place between March 24, 2023, and March 26, 2023. While you were not
  able to make payments online, you could call and make payments with one of our
  representatives. As you can imagine, this did create some elevated call volumes, which in turn
  led to wait times longer than we would have liked. We apologize for any inconvenience this may
  have caused.   On March 27, 2023, the online accessibility was restored. Our records show you paid your
  account in full on March 28, 2023, and because your due date was March 28, 2023, your
  account was not assessed any late fees.
  We again apologize for any inconvenience the transition may have caused. With the payment of
  your account in full, UMB considers this matter resolved. However, if you need further
  assistance, you may contact us at *************

• Initial Complaint

  Date:03/07/2023

  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.

  Miss leading information that caused overdrafts of over $300. Now the branch is refusing to refund.

  Business Response

  Date: 03/21/2023

  On March 7, 2023, UMB Bank, n.a. (UMB) received the correspondence you submitted to the
  BBB, in which you stated you were provided misleading information that caused overdraft
  charges totaling more than $300.00, which branch associates did not refund. In response to the
  concerns you presented, UMB reviewed your account to determine what factors may have
  contributed to your experience.
  In order to address your concerns, it is important to first provide a summary of how UMB responds to customer requests for refunds of overdraft charges they have been assessed. We employ a system that reviews an account holder’s banking relationship, and then associates are able to provide refunds within the limits established by that system. The UMB employees are bound by this process, so that all refund requests are treated similarly.
  
  In reviewing your account, we found, at the time of your request, you had received the
  maximum allowed number of refunded fees in the prior 12-month period. Therefore, the
  branch’s response that they were unable to refund any additional fees was the correct
  response. Since that time, refunds you received in 2022 had expired, and you were eligible for
  four additional refunded charges. On March 21, 2023, UMB refunded these four fees and
  credited your account $144.00.
  In light of your concerns, I would also like to take a moment to speak to changes UMB is making
  to the way overdrafts are assessed. You should have received a letter detailing these changes,
  but I have provided the highlights for you here as well.
  Effective April 29, 2023, UMB will discontinue its Everyday Debit Card Overdraft Service,
  meaning, your debit card transactions will no longer be authorized when you do not have
  the funds available in your account to cover those transactions.