Consumer complaint received 2019-02-07
Company: BMO HARRIS BANK NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I am filing this complaint because when Harris Bank upgraded its online mobile and online banking system, it opted me in to services I did not agree to and is not allowing me access to my overdraft line of credit balance and payment history. On XX/XX/19, Harris upgraded its online and mobile banking platform without prior notification to customers. When I attempted to log in on XX/XX/19 via my mobile device, I received an error message advising me that the app was no longer active and advised me to download the updated app. Harris Bank has multiple apps and the message did not specify which app to download. After several attempts, I did have the correct app but it kept crashing when I tried to pay my bills. I paid my bills online via my PC and sent a message to the Bank via my online messaging center regarding the functionality and difficulty with this new platform, but received no response as of this date. On XXXX I contacted the XXXX help desk to ask how I can turn off the constant e-mail messaging I was now getting from Harris each time a bill was paid from my account and how to de-activate the e-bill option. Harris had started converting my bills to e-bills without my consent. While this conversion was only for 90 days and I would still receive paper bills, it was a service I did not opt in for and they had no method of allowing me to cancel it. After being on hold for 1/2 hour, I did reach a representative who was not able to assist, even after troubleshooting with me. She transferred me to technical support and my call was dropped. No one called or emailed me back with additional information. On XXXX I received a notice that my overdraft line of credit activated. When I logged into my account both via PC and mobile, I could not find the line of credit. It was not listed with my accounts as it had been in the past. I called the help desk and the rep was not able to assist me and did not appear to be familiar with the new platform. She transferred me to technical support. I am typing this while on hold, clocking in at 45 minutes now. During a review of BMO 's mobile app since the new platform, I noted 473 1-star ratings and 54 2-star ratings. Harris ' XXXX feed has dozens of complaints related to this upgrade. The BMO digital app for XXXX  also has dozens of posts of users being frustrated with this app. The saving grace for the individuals posting on XXXX and XXXX  app platforms is that they received a response back from Harris. I have yet to be contacted. I was told by the rep that if a call is dropped, they are not allowed to call the customer back. I have now clocked in at 53 minutes on hold and will hang up. Harris Bank has a responsibility to listen to these complaints and at minimum, have appropriate ( trained ) staff available to handle calls and consumer complaints.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation