The banking app keeps logging me out during transactions, forcing me to restart the process repeatedly. This is especially frustrating when making urgent transfers. Stability and user experience need improvement.

Visited the branch for a simple document verification, but the waiting time was excessive. Staff were polite, but the process was far too slow for such a basic service. Better branch efficiency is needed.

My recent card payments were not reflected in the monthly statement for several days, making it difficult to track spending accurately. Customer support could not provide a clear explanation. Statement updates should be much faster.

A standing order for my monthly rent was unexpectedly cancelled without any notification. I only discovered it after receiving a late payment warning. Banks should ensure customers are informed before critical payment instructions are interrupted.

I had to go into this UMB bank where my mother had her safety deposit box. Unfortunately, my mother passed away and I was just needing to clean it out. Between my mother’s estate attorney and Rose a branch manager at the first UNB bank I went into, there was a lot of hoops to jump through. First off I was led to believe there was a beneficiary on this safety deposit box. That was incorrect. Then my attorney sent me all the messaging between herself and UMB bank about what to do if the estate was not going to probate and what to do when it’s a trust. I had a nice stack of all the documents I needed including the email’s between my mother’s estate attorney and what Rose had found out from the banks legal department. I was confident that the multiple emails back and forth between myself and my attorney, and the attorney with UMB bank manager. It had taken months to get to this point where I could get everything out of the box to close it. I’m the Trustee of my mothers estate which is basically who takes care of all estate matters if the estate is not going to probate. My mother had spent a great deal of money to make sure that her heirs got her money instead of the court systems and others. So on 4/24/26 I went to the correct location for my mother’s safety deposit box with UMB bank. I had the luck of getting a wonderful teller named Makayla. She was completely on top of how to handle the process. So, she asked excellent questions and I gave her my stack of documents needed to remove the items from the safety deposit box. However, at one point Makayla had to get further information. She asked if I was ok waiting. At this point I had been in the bank for 30 minutes. But Makayla was so great I told her I had no problem waiting longer, or if she wanted me to come back on a different day, that was ok too. So I was instructed to have a seat while Makayla went to get whatever it was she needed. She didn’t tell me what was causing the delay. I had exactly what UMB bank had said they would accept legally to take care of this matter. I had the exact emails between my lawyer and a bank manager. But I guess that wasn’t all UMB wanted now. At no time was I upset or having any issue dealing with Makayla. I took a seat and worked on other work and after a long time Makayla and 2 other ladies came to my chair. I was asked by this one woman if I felt it was necessary to watch them open the safety deposit box. She seemed very put off by this whole process. At no time did either lady with Makayla introduced who they were. One lady didn’t say a single word to me or look me in the face. The other lady was just grumpy and Makayla seemed very nervous. We all walked into the secure area for the safety deposit boxes and I made the comment about why could I not clean out the box? The grumpy lady looked at me and said that UMB does not recognize any Wills or legal documents. So if I wanted to get anything removed the only thing they would accept is a document from the state of Iowa showing I was the executor of the estate. “nothing else will the bank accept” I said to her that the estate was NOT going to probate. That because everything was in a Trust and I am the Trustee of the estate that all the legal documents I brought should be enough. This woman who was so unprofessionally dressed and was so nasty pretended that I had said nothing. She clapped her hands and said, “Girls, pay attention. We have to write down EVERYTHING that is in this box”. “girls pay attention”. Everyone was paying attention. She was so disrespectful towards me and she was treating these employees like they were stupid. I was just horrified by her actions and the fact that I got a good look at her eyes. She had on the fattest set of false eye lashes that I’ve ever seen. I honestly had no idea how she could see. I really was shocked that anyone would be employed by a legitimate business would find this acceptable. It was very off putting and awful I still can’t believe any woman would go to a bank job dressed with clumps of mascara stuck to these false eyelashes that must have made it difficult to even open her eyes all the way. She then gets on the floor so she can “take notes” to exactly what was in the box. I asked a question about the paperwork again, and that woman just interrupted me again. At this point I figured she must be in charge. I was shocked at how Makayla and this other standing woman almost looked frightened to answer my questions. So, I did tell this lady crouching on the floor that I knew what was in the box. A gold Patek Phillip watch that was my grandfathers. But the woman started saying, “ Remember we have to write everything down. We don’t want to miss a thing” She was treating these other two women as if they were in kindergarten. I was embarrassed for them. Then this woman says, remember we want to make sure to see if there is a Will in the box.” I said, “Why, you just told me you don’t recognize legal documents and refuse anything but a document from the state saying who is in charge of this box” Ok, I really think this woman was an idiot. She didn’t know what she was talking about. She interrupted clients, she treated employees like they were very stupid and she didn’t have any business etiquette at all. Not in what she was wearing and not in how she still hadn’t told me who she was. Of course I was correct when they opened the box and took out the watch and a gold coin. I didn’t know about the gold coin. The woman on the floor says we have to write this down. She is trying to see what the watch says and finally gives up. “Makayla, you have younger eyes can you read what that says?” I again said it’s a Patek Phillip gold watch. So she pipes in can you spell it Makayla? So Makayla spells out the words and I repeat “Patek Phillip” because they clearly had no idea what the first word was and also anything about this kind of watch. She gets things written on her papers and she tells me again, “you’re not getting these today”. I said I heard her. But what exactly was missing in all the documents I had brought with me. All the documents that Rose another branch manager had assured my attorney would be the only thing I needed. That’s when Makayla tells me,”Well the legal department would feel more comfortable if one document was less then 90 days old” At this point the woman on the floor says “don’t forget to put those plugs back in” I said what are the plugs. I was told they are to alert any other person in the bank that the owner of this box has passed”. So we walk out of the safety deposit box area and the woman is still acting totally rude. I couldn’t get over being treated so badly. So I said to her, “I would like your business card”. I didn’t know her name or position. Plus at this point I’m very upset about how she has treated everyone.It was not called for plus it was so unprofessional. Finally, the lady who had been 100% quiet to that point says, “Do you need me for anything else? The very rude woman says,” no, you can go” I ask again for this woman’s business card. She tells me I don’t need it. I then ask it again. She said “Fine I will get it for you”. She was so awful and the whole visit had been going so well until she just was pissed off about possibly me going into the sf box room. I just know that “I don’t want that woman ever to help me with anything ever again”. I know she heard me. And she stomped off to her office. I apologized to Makayla and tried to just complete the day to get out of there. So, Makayla and I are chatting and I asked her who was that woman. Makayla tells me she is the branch manager. I told Makayla that I felt that woman “was awful and that she should have that job. She certainly knew a great deal more then her” Then the woman storms up to the Makayla’s teller area saying she wasn’t leaving because I was being so horrible to poor Makayla. I asked her “Why? Because I certainly had no problem with Makayla and the only person who has been out of line is her” Janine Klauer was the horrible wk And name. She kept trying to get me more and more upset. And even though I had told them in the vault area that I’m sorry if I was speaking too loud. It was the after effects of taking care of my Mother. She was almost deaf. I was told my voice was fine then , but out by the teller window Janine Turner says that I’m being “way to loud and she will call the police on me” I honestly really was shocked at how crazy this woman was. She really was trying to get me upset, she was trying her best to make me do something. Because the way she kept trying to escalate the tempers to make me feel like I was garbage was unreal. Sobi asked for the name of her supervisor. She said “you don’t need it. I plan on telling her about you” I asked again and she said No. I said, “ you are refusing to give me the name of your supervisor, really?” So she writes a name down with so many loops and stuff I couldn’t read the name. I even had to ask what was the name. She said Mickie. I looked at the paper and just couldn’t believe her So she tells Makayla to look up her phone number and write it down. Seriously! She was the most horrible and unprofessional person I had ever met. I said to her, “thank you so much for your kind words about the loss of my mother” she knew I was upset because she had never even said a word about the death that had caused me to even come into that branch. I don’t know who hired this woman for her job but it was clear wage was very unqualified. I had been there for 2 1/2 hours. I never complained or had one issue until she started telling me what she thought was needed to clean out the box. Of course even though she had just been with their legal team and she had been told the correct information about only needing an updated document that was less then 90 days old. The bank flat out refused to give me any proof this was the case. I actually was walking towards the door to leave thinking I was never going to get what was in that box because that woman was an idiot. She was dressed so completely ridiculous. The super tight dress and those eye lashes are off putting. How any professional could not introduce herself at any time is more than rude. How UMB bank can have any branch manager or VP branch manager that would try to get a customer to get even more upset should be fired. I also feel to treat me this way because she had to actually do some work late on a Friday afternoon is another reason. That was really the issue. She was pissed off from the moment she walked up to my chair not doing anything but giving out wrong information and when asked couldn’t even give me the correct information I needed to bring bank to the bank. But maybe that’s what she does so she can keep what’s in the safety deposit box. I don’t know. But to treat me this way and then to say in a crazy whisper that she didn’t believe any email that she didn’t actually see Rose write, and she didn’t hear Rose give that information so it must not be true” UMB are you kidding me. You really feel that unless she sees anyone actually speaking to her face or actually watch a person typing the exact words that it shouldn’t be accepted by Janine Klauer? Because that is truly disgusting. I was treated wonderfully by Makayla the whole time. I was treated 100% like I was crap by your person in charge of a branch to your bank. Never ever saying she was sorry for my loss. Going out of her way to see if she could push me so she could call the police. I don’t know if my grandfathers very expensive watch will ever be returned to our family. I am the Trustee. I had all the documents necessary. Just because your legal team didn’t feel comfortable in accepting them, or even giving proof that you wouldn’t accept if it was over 90 days is certainly proving where people shouldn’t bank. I’ve been a stock holder of Heartland stock. My family has millions of shares. I had documentation that showed I had the correct information but you wanted to change the terms at the last minute. You didn’t care that I was really upset over my mother. I didn’t even mean enough to your bank for Janine Turner to give me her name, I had to ask twice for a business card, I had to ask 3 times for her supervisor. So as she was yelling things at me as I was walking out of the bank I put my hand up to flip her off. When I got to my car I was shacking so horribly I couldn’t even drive my car. I was so upset I couldn’t even call the downtown branch to get her boss. I was beyond upset over some horrible unprofessional, looking like a high end call girl makeup, and insulting me, plus her employees the entire time I was in her presence. No one should have to deal with her. I actually am sick to my stomach just writing this review. Thank God, and I mean this that once I get my grandfathers watch out of that bank I can finally go back to my home in Texas. Because I’ve never had anything but respect from Chase Bank where I have my box. Honestly, I do feel I’m do a letter from someone hired up apologizing. Because the one thing I can promise you. Nothing will be done about Janine Klauer by her boss, Mickie Means. She is the President and boy was she pissed off to call me on her day off. I again was nothing but an inconvenience to these woman UMB shame on you!! In case you aren’t sure how it’s done, hi my name is blank, I’m the blank of this branch of UMB. I’m sorry I kept you waiting. We just wanted to make sure the legal time was ok with the documents. I We are going to the saftrh deposit box of your mothers. Let me tell you what is going on while we walk. Please let me start by saying we are so sorry for your loss. I didn’t know your mother personally but any loss of one of our clients at UmB is a loss to all of our staff. Can we walk. It’s not that hard.