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:11/22/2022

  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'm a type 1 diabetic. I never got any letter in the mail about not have access to my funds. It's been 9 days sense the 14 and 4 sense the 19th I have not gotten my new card. This is a problem because I need my medicine and I can't buy them because you guys have my money and taking your sweet time getting it to me. You are cause harm to my body everyday that I can't get my mess. This is unexpectable. You are keeping my money from me witch interns keeps my life saving meds from me

  Business Response

  Date: 12/06/2022

  Please see attached response letter with enclosures.

  RE: Better Business Bureau of Greater Kansas City (BBB) ID # ********
  Dear **** *******
  On November 22, 2022, UMB Bank, n.a. (UMB) received the correspondence you submitted to
  the BBB regarding your health savings account (HSA). In your correspondence, you shared that
  you had not received a debit card to access your HSA, which was preventing you from
  purchasing necessary medication. In response to the concerns you shared, UMB reviewed your
  account to determine what factors may have contributed to your experience.
  in reviewing the details of your account, UMB identified the following:
  
  • Your HSA, formerly of Old National Bank (ONB), was transferred to UMB as the new
  custodian, effective November 18, 2022. A notice explaining the details of this transition
  was mailed to you on October 3, 2022, and this letter was not received back by UMB as
  undeliverable. For your records, a copy of this letter has been attached (UMB Transition
  Notice). Included in this letter were details regarding a brief “blackout period” when you
  would not be able to access your funds via ONB or UMB. While necessary, we
  understand this can be inconvenient, but we provided the necessary advance notice to
  allow account holders to make arrangements to account for this brief interruption.
  • UMB began mailing new debit cards the week of November 14. It is possible this card
  had not yet been delivered by November 22, 2022, when you contacted UMB and filed
  your complaint with the BBB.
  • We confirmed the funds in your HSA were available at Noon, Saturday, November 19,
  2022. The letter attached to this response, which was mailed on October 3, explained
  alternative ways for you to access these funds, if needed before your new card arrived.
  • We identified a phone conversation you had with an agent in our call center on
  November 14, 2022. During this call you exhibited abusive and threatening behavior
  towards members of our customer service support team. Based on this interaction, UMB
  exercised our right to close your account in the event of improper or unsatisfactory
  account activity. On November 22, 2022, UMB mailed written notice to you at **** ***** ***** **** **** ****** ** **********,

  which included a check for the remaining
  balance of your account and communicated your account had been closed.
  In conclusion, UMB reviewed the details of your account and found the necessary transition
  notices and account disclosures had been provided to you, by mail, and those documents had
  not been returned to UMB, leading UMB to believe they had been delivered. Additionally, we
  found the funds in your account were available to you in accordance with the communicated
  terms of the transition. *** ******* ******, SVP and Director of Risk and Compliance,
  Healthcare Services, has agreed to make herself available to you, should you have any
  additional questions or concerns. She may be reached at ************, or by email at
  ***********************
  Sincerely,
  ****** *******
  Executive Escalations
  

• Initial Complaint

  Date:11/21/2022

  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.

  UMB refused an international wire transfer on 11/21/22 where I attempted to wire money to my husband who is working in Istanbul, Turkey. We decided I would send him the money via Bitcoin which is why I needed a large amount of cash. I was not given the opportunity to share the amount but was quickly told I could not receive any.
  
  I telephoned a branch I had visited last week to order money but later canceled it. While speaking with this bank today I was advised that they had received an email and that the email says there is a hold on my account and that I cannot receive any large sum of money nor can I receive a cashier check! And so I said I would just come in and close my account and was informed again that no cashier check would be issued. I am being prevented from taking money out of my account and with UMB whom I have been with for over 30 years. I am not being scammed.

  Business Response

  Date: 12/05/2022

  Please see the attached response letter. 

  Customer Answer

  Date: 12/06/2022

  [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: 18448194
  I am rejecting this response because: My husband is in Istanbul, Turkey and the monies I desired to obtain and wire were to a company where he needed to purchase a generator for his job. I was not being SCAMMED. In addition, all UMB Banks received emails that stated my account had been placed on hold. I was further told by an employee at the Independence location that I would not be allowed to close my account or receive a cashier's check if I showed up to any UMB Banks. I was being told I could not withdraw MY money. For that reason I chose to close my account. I am happy to no longer have my monies at a bank who treats clients the way I was treated.

  Regards,
  
  
  
  ********* *******

  Business Response

  Date: 12/13/2022

  Pease see the attached response letter with enclosure.

  UMB Bank, n.a.
  Corporate Compliance
  928 Grand Blvd
  Kansas City, MO 64106
  800.860.7000 Toll Free
  816.860.3149 Fax
  December 13, 2022
  ********* *******
  **** ** ********* *****
  ***** ******* ** *****
  *** ********* ** *** ***** **** ***** ******** ** ****** ******** ****** ** *******
  ****** **** ***** ** *********
  Dear ********* ********
  On December 6, 2022, UMB received the rejection you submitted to the BBB of UMB’s
  response to BBB ID ********* (******* Response Letter attached).
  After reviewing your rejection, UMB found no remaining concerns that have not been
  addressed. In your rejection you continue to express your frustration over the hold placed by
  UMB. As explained in our initial response, these measures were taken out of an abundance of
  caution. We apologize for any inconvenience this may have caused.
  Our records show the cashier’s check # *********, which was purchased with the full balance
  of your account, was negotiated on November 23, 2022, and cleared UMB on November 25.
  With the full withdrawal of funds from the account on November 22, 2022, and the closure of the
  account with a $0.00 balance on November 25, 2022, UMB considers this matter closed. If you
  have any further questions, you may contact *** ******** VP and Branch Manager, at
  ************, or by email at *************************

  Customer Answer

  Date: 12/14/2022

  [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. I am happy to have taken my business to another bank that respects their customers and makes decisions based on evidence.
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:09/06/2022

  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.

  My issue is my $285.91 on ***** ****** *** card from a job I retired from I no longer have use for the HSA card. The website is not working for me or the employee I called on 8/24/2022, Was on the phone with ** for over 30 minutes and she couldn't get the form I needed. ** had me to register three different times. So ** said her manager would email me the form in 48 hours. 48 hours no email. Call back on 9/01/2022 ask for the form to close the account with the $285.91 to be emailed. The rep said she would email the form from the website. I still cannot retrieve the form from the website. 9/06/2022 I spoke with ********* she said she would email me 2 forms no email. Mean while they still charged a monthly fee now $283.91 Why is it so difficult to close an account and get my funds before UMB - ****** ***** ****** **** eat up my money. UMB did this once before too me with another account. I lost the funds to monthly fees.

  Business Response

  Date: 09/20/2022

  Please see the attached response letter. 

  On September 6, 2022, UMB Bank, n.a. (UMB) received the correspondence you submitted to
  the BBB regarding your health savings account (HSA). In your correspondence, you explained
  you had a ***** ****** *** card from a former employer, and when you attempted to close
  the account and retrieve the funds, you did not receive the assistance necessary to complete
  your request. Additionally, you state your account incurred monthly fees which reduced your
  account balance. In response to your concerns, UMB reviewed your account to determine what
  factors may have contributed to your experience.
  
  Upon reviewing your account, we identified two Benefit Administration Fees had been assessed
  to your account. The amount of these two fees totaled $4.00. We also reviewed our call records,
  but unfortunately, could not locate the calls you referenced. However, in response to the
  feedback you provided in your correspondence to the BBB, the two fees were reversed, and a
  credit totaling $4.00 was applied to your account on September 8, 2022.
  
  Additionally, an email was sent to you outlining the steps necessary to close your account and
  send the funds to you. On September 8, 2022, the completed form was received, and your
  account was closed. In light of your experience, the decision was made to waive the $25.00
  account closure fee. We apologize for any inconvenience you may have experienced through
  this process.
  
  In closing, although we were not able to locate the conversations you referenced, we took steps
  to correct the matter for you as quickly as possible, reversing the fees, closing the account, and
  waiving the account closure fee. With the measures taken, UMB believes all your concerns
  have been addressed. If you have any additional questions, or need further assistance, please
  contact us at ************, and one of our agents will assist you.

• Initial Complaint

  Date:09/01/2022

  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.

  recieved a credit bureau fraud alert that an unauthorized credit inquiry from umb card svc was pulled on
  august 24, 2022 i did not apply for a credit card with this company and is requesting umb to contact
  transunion to remove the hard inquiry and to closed any credit card opened in my name
  using my social security number *********

  Business Response

  Date: 09/15/2022

   On September 1, 2022, UMB Bank, n.a. (UMB) received the correspondence you submitted to
  the BBB regarding what you described as an unauthorized credit inquiry by UMB on August 24,
  2022. In your correspondence, you requested UMB remove the hard inquiry and close any
  credit card opened in your name. In response to the concerns you presented, UMB reviewed
  the inquiry to determine what factors may have contributed to your experience.
  
  UMB found the inquiry in question, conducted on August 24, 2022, was in response to an online
  application for a UMB Travel Select credit card. As part of our review, we found a case had
  already been opened related to your claim of unauthorized use, and that an Identity Theft
  Affidavit had been mailed to you. At the time your submission to the BBB was delivered, UMB
  had not received the affidavit back.
  
  On September 1, 2022, in response to the correspondence submitted to the BBB, the UMB
  fraud prevention analyst assigned to your case called you to see if you had received the
  affidavit. During that conversation you shared you had not received the affidavit. The analyst
  then confirmed your mailing address, and shared the steps necessary to complete our
  investigation of your claim. Unfortunately, that call was ended prematurely. When the analyst
  attempted to call back, he was unable to reach you, but left a voicemail explaining another
  affidavit was being mailed and the steps you must take in order for UMB to complete our
  investigation. As of the date of this response, UMB has not received a call back from you, nor
  have we received the completed affidavit.
  
  In conclusion, UMB determined the application submitted online matched your information. In
  order for UMB to fulfill your request to remove the inquiry, your case would need to be
  investigated as identity theft, and to do that, the requested affidavit must be returned. Therefore,
  based on the information currently available to UMB, we have determined the file currently
  being provided to the credit reporting agencies is accurate, and we are unable to fulfill your

  Customer Answer

  Date: 09/15/2022

  [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.
  
  
  my issue was resolved