Consumer complaint received 2020-12-03
Company: BMO HARRIS BANK NATIONAL ASSOCIATION
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I not only called BMO Harris in an attempt to get them to investigate an improper portion of a charge on my credit card ( ending XXXX ), but sent *four* written notices, including by fax. The company has refused so much as to investigate the improper charge, which is their duty under the Fair Credit Billing Act. 

I notified them immediately that I had been charged a 'fee ' that XXXX XXXX varyingly described as their own optional fee *and* as a 'tax ' ( it is almost certainly not the latter, since taxes were listed separately, once I was permitted to view them ). The charge for my mobile service was only ever advertised as {$180.00} ; I assumed there would be some tax when paying, but not 12 % worth ( which does not jibe with sales tax ). The total charge was never revealed until after I paid with my card, and I was never sent an itemized bill ; it was only after some digging in an online account that I managed to find the accompanying itemization. The fraudulent amount is {$17.00}. I was only ever able to reach XXXX XXXX customer service once ( they have no electronic or mail addresses that are public, so calling is the only way to reach them ), when the CSR told me it was a 'tax ' and then, when I asked to speak to a supervisor, disconnected the call. 

To be clear, whether a 'recovery fee ' is legal or proper or not ( and I have no idea, as the only explanation I ever received or found was that it is a 'fee ' or a 'tax ' ), this needs to be stated up-front not only listed *after* the customer pays! 

This deceptive charge is obviously unacceptable. However, it is BMO Harris that could have helped resolve the issue of the phantom charge, but simply has refused to even address it, which baffles me. When I called the CSR refused to investigate, only telling me to talk to XXXX myself going so far as to connect me to their customer service again! 

Attached are the itemization I eventually found ; the screens one sees before purchase ( note that they only state {$180.00} mine is the 12 month/ 3GB ) ; and the third written notice, which I faxed ( there I state 'final ', but I did try one further attempt in secure messaging ). 

I have tried over the preceding 2.5 months, with my many notices to BMO Harris, after my futile attempts with XXXX, to get them to assist me ; regrettably, I feel I have no choice but to ask the CFPB to enforce consumer rights when a company blatantly shirks its duty under the law. Thank you. 

XXXX XXXX XXXX XXXX XXXX XXXX, # XXXX XXXX, IL XXXX Disputed Credit Charge Credit Account Credit Card - XXXX Transaction Date XX/XX/2019 Merchant Name ( as it appears on your statement ) XXXX XXXX Transaction Amount ( excluding fees ) {$200.00} Disputed Amount {$17.00}

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