Consumer complaint received 2020-09-07
Company: BMO HARRIS BANK NATIONAL ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday XX/XX/2020, I made several cash withdrawals from several atms, all within a short period of time. The last cash withdrawal was made at a grocery store at approximately XXXX XXXX.. The next day, Saturday XX/XX/2020, at approximately XXXX XXXX., I attempted to use my debit card at a restaurant. However, the transaction was declined. 

Immediately afterwards, I called BMO 's customer service. Suspecting why there was a hold on my card, I was prepared to speak with the fraud department, to have the hold removed so I would be able to immediately access my funds. However, I was told the Fraud Department was closed, and they would be available until the next business day. Normally, the next business day would be Monday.

However, since this is a holiday weekend - with Monday being XXXX XXXX, I now have to wait until Tuesday to access my own money!! So, because the fraud department is not available 24 hours, or at least 7 days a week, I have no money from Saturday until Tuesday!!

I've never heard of such disregard for customers in my entire life. How on earth is it legal for a bank to place a hold on my account, never notify me of the hold, and force me to wait several days to access my own money - all because " hypothetical XXXX '' is off work, living his  life, while I am forced to starve. All this grief is because I can't get my money until the fraud department returns to work bright and early the next business day? 

When I asked why I hadn't been contacted about the hold, I was told there was a note in the system stating the fraud department sent me an email. After I questioned how could they send an email if they're closed, I was then told it was an automated email. I never received an email! 

However, even if the email was computer generated after XXXX XXXX, ( which I never received ), what was the point, from their point - of view - since the Fraud Dept was closed?

Even if they had have sent an email - which they didn't - it makes no sense to send one lone email, without calling or texting me. An email is not a reliable means of communication when a dire situation is at stake. We all know a phone call, or text, is the most common-sense, quickest method of quick, assured communication. Nevertheless, I never received any notifications. I had to discover, for myself, the card was on hold while at the restaurant! How ludicrous and humiliating!

I have no objection to them placing the hold, based on suspicion of fraud. However, if there are algorithms in place that will automatically generate a hold after hours, then the fraud department should be  available to remove the hold after hours. Otherwise, remove the ability to deny someone the right to access their own money, if they can't regain access just as quickly. Also, claiming to have sent an email, with no other form of communication, is absolutely the most inconsiderate, unethical thing I can think of - besides them holding my own money for 2 to 3 days because " that department is closed ''.

This matter needs to be addressed by forcing BMO to cease this unethical, if not illegal, business practice.

No one should be forced to wait until someone returns to the office to have access to their funds. Doing so is akin to saying my quality of life is based upon one person returning to work to ask me 2 or 3 questions to prove my identity. It's saying, they're covering their butts to prevent fraud, but have no concern about the customer, if the fraud occurs after hours on Friday, through to the next business day.

This is real life. I shouldn't suffer at the hands of person, simply because he/she has to ask me a question 3 days after denying me access to my funds.

This unethical, and seemingly illegal practice is degrading, inhumane, and could have an adverse effect on someone's quality of life. It must be stopped.

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