Consumer complaint received 2024-09-27
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BMO Bank, N.A. (NY)

I have contacted the customer service reps several times with the chat feature ( see communications below ) and finally with a phone call on XX/XX/XXXX to ask when my promotional account opening bonus ( {$350.00} ) would post to my checking account. Conditions for the bonus includes over {$4000.00} in direct deposits within the first 90 days. My XXXX XXXX checking account was opened with BMO on XX/XX/XXXX with a {$110.00} deposit. A direct deposit ACH payroll deposit was sent from my sole proprietor business account with XXXX for {$4000.00} on XX/XX/XXXX and another for the same amount on XX/XX/XXXX. Both deposits within the first 90 days. As of the date of this complaint ( XX/XX/XXXX ) the problem has not been resolved and the bonus due has not been credited to my BMO checking account. Below is a record on my chats with BMO customer service reps : XXXX is joining the conversation R XX/XX/XXXX XXXX XXXX  Thank you for reaching out to BMO assist. My name is XXXX, can you start by providing me with your first and last name as it appears on your account? 
XX/XX/XXXX XXXX XXXX Hi  XXXX. XXXX XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX XXXXXXXX, how may I assist you today? 
XX/XX/XXXX XXXX XXXX  I would like to know the status of Bonus Promo {$350.00} for the XXXX XXXX Checking account I opened back on XX/XX/XXXX. Thank you. The promo code was : XXXX R XX/XX/XXXX XXXX XXXX  Allow me a moment to review your account. 
XX/XX/XXXX XXXX XXXX  Thank you. 
XXXX XX/XX/XXXX XXXX XXXX  The promo is currently in process, tracking period ends on XX/XX/XXXX, please allow 10 days after XX/XX/XXXX. 
XXXX XX/XX/XXXX XXXX XXXX  Hello customer, since I have not heard from you for a few minutes my continued assistance may not be necessary. I will be closing the chat due to no response. For the protection of your information, please remember to close your browser window at the end of this chat session and I thank you for your business. Should you have any additional questions, please feel free to reach back out through this BMO Assist chat feature or by phone at XXXX. 
Associates are available Monday through Friday from XXXX XXXX with XXXX  and XXXX  availability from XXXX XXXX. Thank you for choosing BMO and have a wonderful day! 
XXXX left the conversation XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Let me find someone to help you. 
XXXX is joining the conversation XX/XX/XXXX XXXX XXXX  So should be after XX/XX/XXXX. 
XX/XX/XXXXXXXX XXXX XXXX XXXX Hi XXXXXXXX, are you still there? 
XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX that is correct, expect to receive the bonus 10 days after XX/XX/XXXX. 
XX/XX/XXXX XXXX XXXX Okay, thanks so much for your help today. Have a good night. ( XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX  It was a pleasure to assist you today XXXX. Our Specialists are available here in BMO Assist from XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXXXXXX Thank you for your relationship with BMO and have a wonderful day! 
XXXX left the conversation XX/XX/XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX All of our bankers are currently assisting other customers at the moment. Please wait for the next available banker. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  BMO Assist bankers are here to help XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  and on XXXX  & XXXX  XXXX - XXXX CT. 

You can also contact us at XXXX within the XXXX and XXXX outside the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX If you are seeing this message during business hours, you can choose to : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Welcome to BMO Assist.

How can I help you? 
XX/XX/XXXX XXXX XXXX  Hello. I am re-checking the status of my {$350.00} Bonus checking promo. According to our conversation from earlier this week it should have posted by now. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX All of our bankers are currently assisting other customers at the moment. Please wait for the next available banker. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX BMO Assist bankers are here to help XXXX XXXX XXXX XXXX - XXXX CT and on Saturday & Sunday XXXX - XXXX CT. 

You can also contact us at XXXX within the XXXX and XXXX outside the XXXXXXXX XXXX XXXX XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX  If you are seeing this message during business hours, you can choose to : XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX   A banker will be with you when they become available. 
XXXX is joining the conversation XXXX XXXX XXXX XXXX XXXX XXXX  Thank you for reaching out to XXXX assist. My name is XXXX, can you start by providing me with your first and last name as it appears on your account? 
XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX Hello again XXXX. XXXX XXXX XXXX XX/XX/XXXX XXXXXXXX XXXX XXXX, how may I assist you today? 
XX/XX/XXXX XXXX XXXX  Hello. I am re-checking the status of my {$350.00} Bonus checking promo. According to our conversation from earlier this week it should have posted by now. 
XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, allow me a moment to review your account. 
XX/XX/XXXX XXXX XXXX XXXX XXXX  Thank you XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX  I am still connected, allow me a few more moments. 
XX/XX/XXXXXXXX XXXX XXXX Thanks for your help. 
XXXX XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX, I am able to request a second review on your promotional bonus offer, the tracking period ended on XX/XX/XXXX, the requirements for this promotion were : Get a {$350.00} bonus when you open a new BMO XXXX  XXXX  Checking account or BMO XXXX XXXX  Checking account and have a cumulative total of {$4000.00} in qualifying direct deposits within 90 days of opening. 
XXXX XX/XX/XXXX XXXXXXXX XXXX  Hello customer, since I have not heard from you for a few minutes my continued assistance may not be necessary. I will be closing the chat due to no response. For the protection of your information, please remember to close your browser window at the end of this chat session and I thank you for your business. Should you have any additional questions, please feel free to reach back out through this BMO Assist chat feature or by phone at XXXX. 
Associates are available Monday through Friday from XXXX XXXX with XXXX  and XXXX  availability from XXXX XXXX. Thank you for choosing BMO and have a wonderful day! 
XXXX left the conversation XX/XX/XXXX XXXX XXXX  Yes, there has been well over {$4000.00} in direct deposits. Also, 90 days from the opening deposit on XX/XX/XXXX would be XX/XX/XXXX. Yes, please send for a second review. I will keep track of our conversations for my record keeping. Please let me know of any updates in the status of the promo. Thanks.