Consumer complaint received 2019-12-30
Company: BMO HARRIS BANK NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
XX/XX/XXXX - Speak to BMO Harris bank representative on the phone regarding insufficient funds fee. Representative tells me charge can not be reversed on the phone and has to be done in person at my nearest BMO Harris Bank branch. 

XX/XX/XXXX - BMO Harris Bank in person visit. Assisted by banker XXXX XXXX. Reason for visit was insufficient funds fee that had posted to my account. Ms. XXXX explained {$6.00} Target transaction that caused insufficient funds fee was not tied to debit card. Ms. XXXX also told me the XXXX  transaction was considered " rejected and refused '' by BMO Harris Bank. As I had spoken to BMO representative on phone earlier, Ms. XXXX reversed insufficient funds fee due to being misinformed by phone representative. I also requested assistance regarding inability to deposit funds to BMO account via XXXX XXXX. Each time I would attempt to deposit money, I would receive an error saying the bank account was not authorized. Ms. XXXX did not know why I would be unable to deposit money into my account, verified my contact information and told me I would hear back from her within 24 hours. 

XX/XX/XXXX - As I had not heard back from Ms. XXXX, I sent follow up email regarding deposit issue. 

XX/XX/XXXX - I receive automatic " I am out of the office until after XX/XX/XXXX '' away email from Ms. XXXX in response. 

XX/XX/XXXX - I send email requesting help to BMO banker XXXX XXXX. No response. 

XX/XX/XXXX - A new insufficient funds fee BMO Harris Bank for original " rejected and refused '' XXXX  transaction. BMO Harris Bank in person visit where I am assisted by BMO banker XXXX. After pulling up and looking at my account, XXXX tries to reverse insufficient funds fee. Receives system error and tells me the bank manager needs to reverse it. She explains he is not in on Saturdays and that he will be back at the branch on Monday. She tells me she is sending email to bank manager and that since she does not work Mondays she is cc'ing BMO banker XXXX XXXX and that I will receive follow up on Monday. 

XX/XX/XXXX - Receive email from Mr. XXXX stating they can't reverse insufficient funds fee because of the XX/XX/XXXX reversed insufficient funds fee. 

XX/XX/XXXX - Mr. XXXX sends email stating insufficient funds fee occurred to " merchant error ''. 

This insufficient funds fee could have been avoided if BMO Harris Bank had not told me the XXXX  charge was considered " rejected and refused '' or if BMO Harris Bank had not failed to resolve my inability to deposit funds issue, a problem they were aware of, said they would assist me in resolving and which they failed to do. My inability to deposit and transfer funds to my BMO account could have been at an earlier date. Instead, despite assurances, I was left unable to deposit money with the only option funds are immediately available to me. 

So in sum, I had a XXXX  transaction that led to insufficient funds. BMO informs me the XXXX  transaction is considered " rejected and refused ''. I'm unable to deposit money to account via a regular source of income and ask for help. Am promised immediate help regarding this. I receive none. " Rejected and refused '' transaction reposts and since I am still unable to deposit funds using accrued money in XXXX XXXX  account, I am charged another insufficient funds fee.

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