I am penning this letter to let everyone know the incompetence of the UMB bank HSA/FSA division

I am penning this letter to let everyone know the incompetence of the UMB bank HSA/FSA division. On 8/17/26 I spoke with Katina a customer service rep on what steps I would need to take to dispute a double charge on My HSA card. My payment plan was for $89 per month until the balance of $179 was paid in full. Katina advised me to contact the merchant to see id they would be willing to refund me the extra $89. I hung up the phone with her and contacted the merchant who in return did admit they did overcharge me for the month of August and that I should see a refund of $89 within a week. I waited a week but never received the refund from the merchant. I contacted UMB this time I spoke with Cetera to advise the merchant did not give me the refund as promised. Cetera advised me that I would receive a provisional credit of $89 to my HSA card and she also stated I would need to fill out an Affidavit form and snail mail it back to them. She did not advise me that I also had the option of emailing the form directly to the UMB research department. I just found that out this week as we are now in September. I called back again an spoke with Jezarel and another time I spoke with Autumn all to see if anyone had received the affidavit I mailed back in August. Someone from UMB called and left a message that I could email the affidavit directly to the UMB research department, this is a month later. So eventually the affidavit is forwarded to Susan Durham who then emails me to send her a copy of my payment plan with the merchant. I send this information to her and have to end up emailing her to see if she received it. She contacts me back to say sorry since everyone else dropped the ball with your dispute case since August it's September now so you would owe the merchant anyway. Now mind you I never received a provisional credit back in August. I asked Susan who could I loge a complaint to and she stated she did not know who or how to do that. Now Susan works in frauds and dispute so she deals with complaints all day long so this was odd to me. I asked Susan for her managers name which she stated is Sarah Woltje and that she would have her to contact me. Susan called ma back a few minutes later and stated that Sarah would be emailing or calling me back once she got her "Ducks in a row" whatever that means. About an hour later Terri the customer care manager and I break down everything that has happened since August 17th and she too states well since its September I would owe the merchant $89. By the way Terri did not know who I could loge a complaint to either. Just such incompetence across the board for a dispute that should have been handled a month ago and also within a weeks time, 2 weeks at the most. It makes me wonder if UMB was intentionally dropping the ball and passing the buck to run out the clock to not have to do a dispute for me in the first place. All I can say is buyer beware of this incompetent company whether you are banking with them or you have an HSA/FSA account with them because of 6 employees no one seemed to know what they were doing. Natalie Quick