Consumer complaint received 2023-02-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BMO BANK NATIONAL ASSOCIATION
State: NY

Complaint narrative:
This is an additional complaint as the response from Bank of the West from Complaint ID XXXX did not make sense as the complaint was not regarding reporting to credit bureaus. The complaint was issued pertaining to an unauthorized charge that I disputed within reasonable time and through a reasonable way, the online banking portal. 

Within Bank of the Wests response from the previous complaint Bank of the West never mentioned that they reviewed the conversations I had with their Online Banking department like I stated in my initial response. Bank of the West also did not review the unauthorized charge communication I sent through the online banking portal, which would have shown that I contacted Bank of the West about the unauthorized charge from XXXXXXXX XXXX XXXX within the appropriate time frame. Bank of the West did not adequately respond to the complaint since their response was very generic and did not provide any detail about what they actually reviewed. Rather they only focused on repeating what I had mentioned within the initial complaint. 

Initial complaint from Complaint ID XXXX : On XX/XX/22 my Bank of the West checking account XXXX was incorrectly charged by XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX ) for {$53.00}. Before this, the checking account was not used until the unauthorized charge. I disputed the charge from XXXXXXXX XXXX XXXX through Bank of the West 's online banking system. However, when I tried to see the status update I was unable to access my online banking as they took my permissions away due to the unauthorized charge overdrafting the checking account. I called Bank of the West multiple times and they assured me that they put notes on my account regarding the situation. I was told to dispute the charge through the Collection Agency ( XXXX XXXX XXXX XXXX ) by someone named XXXX from the Online Banking department, which I did. XXXX also assured through a phone conversation that the charge would be taken care of since it was unauthorized and there was a mix up of disputing the charge through online banking. Today ( XX/XX/22 ) I received documents in the mail stating the XXXX XXXX XXXX spoke with Bank of the West regarding the situation, but Bank of the West decided to continue the collection. There is absolutely no way I can obtain proof from XXXX XXXX XXXX that the checking account from Bank of the West was indeed authorized to be charged. There is also no proof that has been sent to me from Bank of the West or The XXXX XXXX XXXX that either of the companies did any type of investigation into this matter. I went through the proper channels to dispute the charge and Bank of the West decided to ignore the dispute and escalate the charge off that included the unauthorized charge and two overdraft fees to collections.

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