U M B Bank N.A.

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ July 30, Mr [redacted] [redacted] Missouri XXXXX-XXXX RE: Revdex.com case #XXXXXXX CFPB case #XXXXXX-XXXXXX Dear Mr [redacted] , We are in receipt of the correspondence you filed with both the Revdex.com Serving Eastern Missouri and Southern Illinois ("Revdex.com") and the Consumer Financial Protection Bureau ("CFPB") on July 16, 2015, which were subsequently forwarded to UMB Bank, N.A("UMB") on July 20, 2015, and July 22, 2015, respectivelyIn this correspondence you indicated that you had made a deposit of $1,and you were informed by a UMB Transaction Specialist that your resulting balance was $1,A week after making this deposit you received a letter in the mail stating that your account balance was negativeWhen you called to inquire about the letter, you were told that your balance after making that deposit was only $and you were subsequently charged overdraft fees totaling $When you spoke with the Branch Manager about a refund, you were told that the bank would refund three (3) fees, but you would be responsible for the other Your desired resolution is a refund of all the fees you were charged as a result of the incorrect information you received We apologize that you were provided the incorrect information regarding your available balance when you made your deposit on June 12, Our research found that the teller system used to process your transaction temporarily credited your account twice for the $deposit, resulting in the inaccurately inflated balanceWith overnight processing however, the deposit was credited appropriately, leaving your balance at $Your account was negative at the time this deposit was made as indicated in the three (3) overdraft notification letters dated and mailed to you on June 9, June 10, and June 11, While UMB did error in providing you an accurate account balance, part of the accountability does rely upon you to maintain accurate recordsUMB offers a variety of services to assist you in monitoring your available balance, such as UMB Online Banking, UMB Direct Banking by phone, and ATM, or our UMB Mobile Banking balance or withdrawal alertsAs stated in our Deposit Account Agreement titled Important Information Regarding Your Deposit Accounts that you received and agreed to when you opened your account: "It is your responsibility to know if there are sufficient funds in your account before you write a check, make a cash withdrawal at an ATM, make a purchase with your debit card, or issue, initiate or authorize any other item for payment from your accountIt is important that you carefully monitor the funds in your account, and promptly record in your account register all of your deposits to, and items that you issue, initiate or authorize for payment from your account." When we reviewed your account to determine how many fees were charged as a result of the incorrect information you were given, we found that the total amount of purchases/authorizations that posted to your account after your deposit were $1,190.01, which exceeded your deposit amount by $127.75, and exceeded your available balance by $You were subsequently charged overdraft/insufficient funds charges totaling $576.00, and negative balance fees totaling $120, for a total fee amount of $Please note that the three overdraft charges that posted on June 12th were the result of transactions made prior to your deposit on the 12th and are not included in the totals aboveAs a result of our error, we processed $in fee refunds, leaving you responsible for $360.00, or a total of overdraft feesAfter these refunds were processed, you made a deposit on July 17, 2015, to bring your negative account to a zero balance and requested your account to be closedThe closing transaction posted the following business day and your account is officially closed as of July 20, You have been a valued customer and we apologize again for providing the incorrect information regarding your available balance on June 12, We feel that the amount of refunds processed does appropriately atone for our error, and we respectfully decline any further refundsIf you have any further questions or concerns, please contact me at (XXX) XXX-XXXX, or [redacted] @umb.com Sincerely, [redacted] Executive Customer Care Manager cc: Revdex.com Serving Eastern Missouri and Southern Illinois Consumer Financial Protection Bureau

February 17, [redacted] ***Neenah, Wisconsin ***RE: Revdex.com Serving Eastern Missouri and Southern Illinois Complaint ID # [redacted] Dear Mr [redacted] :We are in receipt of the correspondence which you submitted to the Revdex.com Serving Eastern Missouri and Southern Illinois (Revdex.com) on February 10, 2017, which was received by UMB Bank, n.a(UMB) on February 13, 2017, regarding the duplicate items charged to your Health Savings Account (HSA)This letter will serve as our formal response.Upon receiving your correspondence, UMB, in partnership with Connect Your Care (CYC), opened an investigation to determine what events transpired to cause the issues you are experiencingThat investigation was able to identify a system error which resulted in claims being submitted to UMB twiceAs a result of this error, four (4) duplicate claims (Claims # [redacted] ) were posted to your account totaling $485.28.A credit has been issued for these four claims totaling $effective February 16, 2017, and will show up as “Fund Balance Adjustments” on your next statementWhen these adjustments were applied to your account, your new balance came to $423.02, which aligns with the balance that CYC showed in their recordsUMB also acknowledges that the absence of these funds has impacted the interest that your account would have earnedAs a result, UMB has applied a credit of $to reflect the interest these funds would have earned had the claims not been duplicated.UMB believes that the application of these adjustments fully addresses the concerns you expressed in your correspondence to the Revdex.comWe would like to thank you for your business and apologize for any inconvenience that this has causedIf you have any further questions, please contact our Healthcare Service Center Manager, [redacted] ***, at [redacted] for assistance.Sincerely, [redacted] Executive EscalationsCC: Revdex.com Serving Eastern Missouri and Southern Illinois

Complaint: ***
I am rejecting this response because: I feel the suggested steps are a bit out of context asking that I burden my already overworked local police department to file a police report to have this looked atI've provided fair effort to resolve this privately without detailing any potential issues with your company via an online public press release, including documentation of any potential small claims action but I feel I have no other choiceI've given you my response that I have no knowledge of this inquiry nor did I authorize itGoing beyond my statement and asking for a police report only makes me assume that you are questioning my integrity which is beyond insulting
Sincerely,
*** ***

April 15, Mr*** *** *** *** *** Cincinnati, Ohio *** Re: Revdex.com Complaint ID #*** Dear Mr***, We have received a
copy of the complaint that you submitted to the Revdex.com serving Eastern Missouri and Southern Illinois (“Revdex.com”) on April 2, 2016, which was subsequently forwarded to UMB Bank, N.A(“UMB”) on April 5, 2016, regarding your recent UMB Visa Credit Card applicationYour letter requests that the credit inquiry that UMB made to TransUnion in response to your application to UMB for a credit card be removed from your credit historyThe basis for your request is that you believe that UMB Bank should have a disclaimer of some type to notify consumers that they must reside in a certain geographic region for product eligibilityUnfortunately, UMB does not believe that we are able to honor your request to delete the credit inquiryWe did in fact receive an application for credit from youAs part of our credit review process for applications, credit reports are requestedThis fact is disclosed in our terms and conditions of our credit applicationsBy submitting an application, you agreed to allow UMB to request your credit reportThe Fair Credit Reporting Act requires that data furnishers, such as UMB, must accurately report credit activity as it occursAs such, we are unable to remove the inquiry unless it was made in errorIn this case because we have a valid application, the inquiry must remain regardless of the reason for declineWe appreciate your pointing out to us that there may be a need to communicate more clearly on our website that we generally don’t grant credit card loans outside our general market areaWe will be addressing that issue in the near futureWe apologize for any inconvenience this has caused youIf you have any further questions or concerns, please contact me at *** or ***@umb.comSincerely,
*** * *** Retail Support Specialist II cc: Revdex.com serving Eastern Missouri and Southern Illinois UMB Bank, n.a*** *** *** Kansas City, Missouri *** *** *** Fax *** Toll Free umb.com

Initial Business Response /* (1000, 9, 2015/04/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@umb.com
Re: Revdex.com case #XXXXXXX
Dear Mr***,
We are in receipt of the correspondence you submitted to the Revdex.com Serving
Eastern Missouri and Southern Illinois ("Revdex.com") and subsequently forwarded to UMB Bank, N.A("UMB") on April 10, 2015, regarding your home loan application and additional requirements
The original request for pre-approval was for a purchase price of $100,with 20% down, and your preference was to apply for a FHA loan to include both you and *** *** as co-borrowersBased on that information, a pre-approval request was submitted on February 24, 2015, which was followed up with a pre-approval letter emailed on February 25, During the pre-approval interview, *** had inquired about the requirements of the property's condition as you had a house in mind that had been an investment property and was not left in the best condition*** was informed that the house would need to be in a good, livable condition and if the appraiser determined that repairs were needed, then those repairs would be required prior to closing on the houseWe did not advise or require you to make $12,worth or repairs prior to purchase
On March 9, 2015, Ms*** provided us with a copy of the sales contract and we proceeded to register the loan and lock in the rate with only 3.5% down instead of the 20% as originally indicated for the pre-approvalOn April 7, 2015, our loan processor informed us that the appraisal indicated an "identity of interest" issue because the seller was your sister and the house was an investment property prior to the sale, which triggered FHA family member limitationsThe loan processor stated that either the loan amount would be limited to 85% LTV (loan-to-value), or the borrowers are to rent at least months evidenced by supporting rent documentation before purchase in order to waive the 85% LTV limit
We did communicate with you the possibility of exploring other options, but we did not proceed further based on your statement to discontinue to process
You and *** are both valued customers and we apologize that we were not able to accommodate your loan closing due to the additional stipulationsWe also apologize for any confusion as to who was required to complete any repairs needed to the house prior to the appraisalWe are glad to hear that you have found another mortgage lender who may be able to accommodate your needs and we wish you the best
Sincerely,
*** ***
Executive Customer Care Manager
cc: Revdex.com Serving Eastern Missouri and Southern Illinois

[redacted]Beltsville, Maryland 20705Re: Revdex.com ID 11639752Dear Mr. [redacted]:We are in receipt of the correspondence which you submitted to the Revdex.com (“Revdex.com”) on August 17, 2016, which was subsequently delivered to UMB Bank, n.a. (“UMB”) on August...

18, 2016, regarding your request for a Visa debit card for your Health Savings Account (“HSA”). This letter will serve as our formal response.In your correspondence to the Revdex.com, you indicated that your request for a card was not fulfilled. Our records indicate that in an initial conversation with our customer service agent on July 19, 2016, you requested that no card be sent, as you typically make payments using only the card number and had no need for a physical card. As a result of that conversation, a block was placed on your account, preventing cards from being sent to you.You contacted our customer service line on July 27, requesting a physical card be sent to you because the payee would not accept payment using only the account number. Unfortunately, the agent did not notice the block on your account and therefore no new card was sent to you.In your subsequent conversation with a supervisor on August 17, this block was noticed and removed to allow a card to be sent to you. Since that conversation on August 17, our records indicate that your card has been received, was activated, and a transaction was initiated with a doctor’s office on August 22. As a result of the card being activated, and a successful transaction being initiated, UMB considers this case closed and no further action is required. We would like to apologize for any inconvenience this may have caused.Sincerely,[redacted]Executive Escalations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

February 17, 2017[redacted]Neenah, Wisconsin [redacted]RE: Revdex.com Serving Eastern Missouri and Southern Illinois Complaint ID #[redacted]Dear Mr. [redacted]:We are in receipt of the correspondence which you submitted to the Revdex.com Serving Eastern...

Missouri and Southern Illinois (Revdex.com) on February 10, 2017, which was received by UMB Bank, n.a. (UMB) on February 13, 2017, regarding the duplicate items charged to your Health Savings Account (HSA). This letter will serve as our formal response.Upon receiving your correspondence, UMB, in partnership with Connect Your Care (CYC), opened an investigation to determine what events transpired to cause the issues you are experiencing. That investigation was able to identify a system error which resulted in claims being submitted to UMB twice. As a result of this error, four (4) duplicate claims (Claims # [redacted]) were posted to your account totaling $485.28.A credit has been issued for these four claims totaling $485.28 effective February 16, 2017, and will show up as “Fund Balance Adjustments” on your next statement. When these adjustments were applied to your account, your new balance came to $423.02, which aligns with the balance that CYC showed in their records. UMB also acknowledges that the absence of these funds has impacted the interest that your account would have earned. As a result, UMB has applied a credit of $.02 to reflect the interest these funds would have earned had the claims not been duplicated.UMB believes that the application of these adjustments fully addresses the concerns you expressed in your correspondence to the Revdex.com. We would like to thank you for your business and apologize for any inconvenience that this has caused. If you have any further questions, please contact our Healthcare Service Center Manager, [redacted], at [redacted] for assistance.Sincerely,[redacted]Executive EscalationsCC: Revdex.com Serving Eastern Missouri and Southern Illinois

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for the assistance in elevating this issue to gain resolution!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/30) */
July 30, 2015
Mr. [redacted]
7 [redacted] Missouri XXXXX-XXXX
RE: Revdex.com case #XXXXXXX
CFPB case #XXXXXX-XXXXXX
Dear Mr. [redacted],
We are in receipt of the correspondence you filed with both the...

Revdex.com Serving Eastern Missouri and Southern Illinois ("Revdex.com") and the Consumer Financial Protection Bureau ("CFPB") on July 16, 2015, which were subsequently forwarded to UMB Bank, N.A. ("UMB") on July 20, 2015, and July 22, 2015, respectively. In this correspondence you indicated that you had made a deposit of $1,100.00 and you were informed by a UMB Transaction Specialist that your resulting balance was $1,800.00. A week after making this deposit you received a letter in the mail stating that your account balance was negative. When you called to inquire about the letter, you were told that your balance after making that deposit was only $700.00 and you were subsequently charged 21 overdraft fees totaling $756.00. When you spoke with the Branch Manager about a refund, you were told that the bank would refund three (3) fees, but you would be responsible for the other 18. Your desired resolution is a refund of all the fees you were charged as a result of the incorrect information you received.
We apologize that you were provided the incorrect information regarding your available balance when you made your deposit on June 12, 2015. Our research found that the teller system used to process your transaction temporarily credited your account twice for the $1065.26 deposit, resulting in the inaccurately inflated balance. With overnight processing however, the deposit was credited appropriately, leaving your balance at $737.66. Your account was negative at the time this deposit was made as indicated in the three (3) overdraft notification letters dated and mailed to you on June 9, June 10, and June 11, 2015. While UMB did error in providing you an accurate account balance, part of the accountability does rely upon you to maintain accurate records. UMB offers a variety of services to assist you in monitoring your available balance, such as UMB Online Banking, UMB Direct Banking by phone, and ATM, or our UMB Mobile Banking balance or withdrawal alerts. As stated in our Deposit Account Agreement titled Important Information Regarding Your Deposit Accounts that you received and agreed to when you opened your account:
"It is your responsibility to know if there are sufficient funds in your account before you write a check, make a cash withdrawal at an ATM, make a purchase with your debit card, or issue, initiate or authorize any other item for payment from your account. It is important that you carefully monitor the funds in your account, and promptly record in your account register all of your deposits to, and items that you issue, initiate or authorize for payment from your account."

When we reviewed your account to determine how many fees were charged as a result of the incorrect information you were given, we found that the total amount of purchases/authorizations that posted to your account after your deposit were $1,190.01, which exceeded your deposit amount by $127.75, and exceeded your available balance by $452.35. You were subsequently charged 16 overdraft/insufficient funds charges totaling $576.00, and 15 negative balance fees totaling $120, for a total fee amount of $696.00. Please note that the three overdraft charges that posted on June 12th were the result of transactions made prior to your deposit on the 12th and are not included in the totals above. As a result of our error, we processed $336.00 in fee refunds, leaving you responsible for $360.00, or a total of 10 overdraft fees. After these refunds were processed, you made a deposit on July 17, 2015, to bring your negative account to a zero balance and requested your account to be closed. The closing transaction posted the following business day and your account is officially closed as of July 20, 2015.
You have been a valued customer and we apologize again for providing the incorrect information regarding your available balance on June 12, 2015. We feel that the amount of refunds processed does appropriately atone for our error, and we respectfully decline any further refunds. If you have any further questions or concerns, please contact me at (XXX) XXX-XXXX, or [redacted]@umb.com.
Sincerely,

[redacted]
Executive Customer Care Manager
cc: Revdex.com Serving Eastern Missouri and Southern Illinois
Consumer Financial Protection Bureau

April 21, 2016 [redacted] [redacted] Colorado Springs, CO [redacted] Re: Revdex.com Case #[redacted] Dear [redacted]: We are in receipt of the correspondence you submitted to the Revdex.com Serving Eastern Missouri and Southern Illinois (“Revdex.com”) which was...

subsequently forwarded to UMB Bank, N.A. (“UMB”) on April 11, 2016. According to our records, we received an application matching your information for the 5-Star credit card underwritten by UMB on December 5, 2015. If you are claiming that you are a victim of identity fraud and have no knowledge of said account, then you must fill out the following information and send it back to the UMB Fraud Department: ? Completed police report naming a suspect if known ? Current copy of your driver’s license ? Completed UMB fraud affidavit Please mail all the above to: UMB Fraud Department [redacted] Kansas City, MO [redacted] After we receive the above information, someone from our Fraud Department will contact you with further instructions. If you have any questions regarding this notice, you should contact: UMB Bank, n.a. [redacted] Kansas City, MO [redacted] Sincerely, UMB Card Services UMB Bank, n.a. [redacted] Phone [redacted] Fax [redacted] Toll Free [redacted] umb.com