Consumer complaint received 2018-03-14
Company: BMO HARRIS BANK NATIONAL ASSOCIATION
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Bounced checks or returned payments

Complaint:
BMO Harris Bank ( XXXX XXXX XXXX ) XX/XX/2018 : There is a pending charge of {$150.00} on my checking account. At the time of the charge pending there was only about {$6.00} in the checking account. To avoid fees and returned items the bank advises to make a deposit before XXXX CST. I make a deposit of {$140.00} cash with a receipt time stamp of XXXX XX/XX/2018 ; I go on to deposit {$160.00} in a check from a local bank with a time stamp of XXXX XX/XX/2018. The next morning about XX/XX/2018 about XXXX I check my account online and see that the only deposit showing is the check deposit of {$160.00} ; the cash deposit is no where in sight. I contact the BMO Harris 24 hour customer service line and I speak with a representative who informs me that she also is not showing a cash deposit and advises me to launch an investigation. I do so by providing the deposited amount and the ATM location. My main focus at this time is to ensure that the pending item is paid. I am advised to contact the ACH department before XXXX CST to request the item to paid. I do so and am denied with the bank citing no available funds to honor payment of the {$150.00} item ( my account was still reading a negative balance of - {$140.00} at close of business XX/XX/2018 ) and I was charged a {$35.00} returned item fee from BMO Harris and later a {$25.00} returned check fee from the merchant. I stayed on the phone with this bank from XXXX until close of business XX/XX/2018 ; to no avail my item was returned. On XX/XX/2018 the {$160.00} check deposit was made available, the {$140.00} cash deposit was made available, and {$140.00} provisional credit ( for the missing deposit ) was made available, there was a reversal of a provisional credit of {$500.00} leaving my account negative $ XXXX. I made a deposit of {$840.00} ; however XX/XX/2018 is a weekend day and I was charged an overdraft fee of {$36.00}. On XX/XX/2018 the provisional credit of {$140.00} was reversed and debited back to my account ; I requested the bank to credit my returned check fee of {$35.00} and {$25.00} as well as the overdraft fee of {$36.00}. BMO Harris denied my request citing previous reversal of fees as if they were doing me a favor and all of this was not contributed due to a bank error. I have spent over 14 hours trying to resolve this matter ; no one listens and no one seems to care.. Please note the morning in which I opened the investigation I did not have my receipt from the deposit as I had thrown it away ; to aid the investigation ; I left home at XXXX to go through trash at a laundry mat where I had thrown the receipt away, on the way home I have a car accident ; I call BMO Harris to inform them I now have the receipt to add to the claim and the representative says she doesn't need it, the investigation was already sent! Horrible service a perfect example of why companies need to use uniform customer service.

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