Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5331418

Complaint Overview

Complaint ID: 5331418

Company: Umb Financial Corporation

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Other features, terms, or problems

Sub-Issue: Other problem

State: Colorado

ZIP Code: 802XX

Date Received: 2022-03-16T12:00:00-05:00

Date Sent to Company: 2022-03-16T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I have been a consumer with UMB Simply Rewards since XXXX. Make all my payments on time, pay my balance in full each month. Good credit. In XX/XX/XXXX, I needed to switch my payment bank account information, as my old bank was closing. I could not figure out how to do this on the useless web portal and ended up calling customer service multiple times to ( I thought ) sort it. In XXXX, my old bank was charged for the new balance. I had to sort this through my old and new bank, and called UMB to get it paid immediately. At this time, they said the new bank was not on my account so I had a CSR help to put this on and I was told my automatic payments were set and ready to go. I was told that my old bank account information had been deleted from their system. In XXXX, I get a letter from UMB saying that my payment failed because I tried to pay from a closed bank account ( this would be the one I had been told was deleted! ). After spending much more time talking to multiple CSRs, I was told that it had been resolved, I authorized an immediate payment, all should be set. Since I had wasted about 4 hours on the phone already, I decided that, by XXXX, I wanted to spend down my rewards balance and be done with it. Surprise surprise when I tried to sign into rewards, I could not. After bouncing through 3-4 more CSRs, I was told that my account had been closed! Some more CSRs later, I was told it was not closed, but would need to call back before XXXX p.m. to speak with someone useful. So I called again, at XXXX p.m. XXXX, today, XX/XX/XXXX, only to be put on hold for XXXX minutes and then told that I needed to speak with the XXXX XXXX department, and they were only available until XXXX p.m. Central time. I am concerned that this company is : Inappropriately retaining financial information that I have requested they delete from their servers Holding my rewards balance XXXX, when this was a clear agreement of our previous terms Purposely providing poor and limited customer service in order to hold this reward balance Going to mess up my credit despite my best efforts to pay them what they need Meanwhile, I have made my payments, and I have $ XXXX in rewards awaiting that I suspect will be more hours on the phone to access. I hope everyone reads this and chooses never to do any sort of banking with XXXX in the future because they are the absolute worst bank/credit card financer I have encountered in my 20 years of finance and credit.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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