Consumer complaint received 2025-03-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
On the dates of XX/XX/XXXX, and XX/XX/XXXX, XXXX transactions for {$99.00} from XXXX were submitted and approved through two savings accounts A and B opened at BMO Harris. An additional XXXX charges from XXXX for {$240.00} charges were attempted on XX/XX/XXXX for account B but not approved due to insufficient funds. 
On XX/XX/XXXX at XXXX a call was placed to the fraud department listed on the BMO Harris Website at ( XXXX ) XXXX. The call took XXXX minutes. The operator was informed of the frauds on both accounts and said they would file a dispute for all XXXX on account A, and XXXX on account B as well as the XXXX charges that did not clear. It was unknown at the time that the XXXX charges for {$240.00} were not approved so those were filed. An additional call was made to the same number on XX/XX/XXXX at XXXX after being disconnected from the operator. 
On XX/XX/XXXX, I went to the BMO Harris Branch near my permanent home to discuss the fraud and next steps. I was advised to open a new savings account with banker B, and transfer all funds left over, a total of {$2600.00} from the larger bank account and {$14.00} from the smaller personal savings. 
On XX/XX/XXXX I received provisional credits for the XXXX charges for {$240.00} in account B and XXXX {$99.00} charges in account XXXX totaling {$5700.00}. 
On XX/XX/XXXX a letter was issued for XXXX disputes on account B, with a made final amount of {$99.00} each. An additional letter was sent for account A informing of XXXX provisional credit for {$99.00} On XX/XX/XXXX I transferred these funds to the new unaffected savings as I did not know they were not my needed funds. 
On XX/XX/XXXX XXXX calls were made to the fraud number at ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX I got a charge from the bank for {$5400.00} which was then taken out of account B. This was due to the XXXX charges for {$240.00} being reversed, which was expected as the funds were not needed and did not ever clear my account. 
On XX/XX/XXXX a call was made to the fraud number at ( XXXX ) XXXX at XXXX On XX/XX/XXXX a call was made to the fraud number at ( XXXX ) XXXX at XXXX On XX/XX/XXXX I returned to the branch to further understand why my funds were not being returned, XXXX XXXX then assisted me in creating a letter on my behalf to the fraud department. 
On XX/XX/XXXX I received a letter for account A that XXXX {$99.00} transaction was being investigated. I received a second letter for account B that XXXX {$99.00} transactions were being investigated On XX/XX/XXXX I received a letter for account A that XXXX {$99.00} transaction was made a final amount. I received a second letter for account B that XXXX of XXXX {$99.00} transactions were made a final amount. 
On XX/XX/XXXX a letter was received for account B that XXXX {$99.00} transactions were being investigated On XX/XX/XXXX a call was placed to bank associate D, no answer On XX/XX/XXXX a call was placed to bank associate B On XX/XX/XXXX a police report was filed at the local police station On XX/XX/XXXX a call was placed to bank associate B, no answer On XX/XX/XXXX a call was placed to bank associate B, no answer On XX/XX/XXXX a call was placed to bank associate D, informing her I was coming in On XX/XX/XXXX I retuned to the branch and required I speak with the branch manager. He told me that there was a mistake during the original filing of the disputes and he would close them all, followed by manually entering all disputes for account A and B from the very beginning. 
On XX/XX/XXXX an email was sent to the old bank manager requesting the claim numbers for the disputes, the email went unanswered On XX/XX/XXXX a call was placed to old bank manager, unanswered On XX/XX/XXXX an email was sent to the old bank manager requesting the claim numbers for the disputes, the email went unanswered On XX/XX/XXXX a call was placed to bank manager, unanswered On XX/XX/XXXX an email was sent to the old bank manager requesting the claim numbers for the disputes, the email went unanswered On XX/XX/XXXX XXXX calls were placed to the bank main line, put on hold then no answer On XX/XX/XXXX a call was placed to old bank XXXX, unanswered On XX/XX/XXXX a call was placed to bank main line, no answer On XX/XX/XXXX a letter was received for account B that XXXX {$99.00} transactions were being investigated On XX/XX/XXXX a letter was received for account A that XXXX {$99.00} transaction was being investigated On XX/XX/XXXX a call was placed to old bank manager, unanswered On XX/XX/XXXX a letter was received for account B that XXXX {$99.00} transactions were being investigated On XX/XX/XXXX a letter was received for account A that XXXX {$99.00} transaction was being investigated On XX/XX/XXXX a call was placed to bank main line, answered but put on hold then no answer On XX/XX/XXXX a letter was received for account B that XXXX {$99.00} transaction was being returned as provisional credit On XX/XX/XXXX XXXX calls were made to the fraud number at ( XXXX ) XXXX at from XXXX to XXXX On XX/XX/XXXX a letter was received for account B that XXXX {$99.00} transactions were returned as provisional credit On XX/XX/XXXX a letter was received for account A that XXXX {$99.00} transaction was returned as provisional credit On XX/XX/XXXX a letter was received for account B that XXXX {$99.00} transaction was made final amount On XX/XX/XXXX XXXX calls were placed to bank main line, first XXXX on hold then unanswered On XX/XX/XXXX I was informed a new bank manager had taken place of the old bank manager On XX/XX/XXXX a call was placed to new bank manager, unanswered On XX/XX/XXXX a call was placed to bank main line, on hold then no response On XX/XX/XXXX a call was placed to bank main line, on hold then no response On XX/XX/XXXX a call was placed to bank main line, on hold then no response On XX/XX/XXXX a call was placed with new bank XXXX, on hold for XXXX minutes then no response On XX/XX/XXXX I received a call back from new bank XXXX she would give me a call on XX/XX/XXXX as it was after business hours On XX/XX/XXXX XXXX calls were placed to new bank manager unanswered On XX/XX/XXXX a call was placed to bank main line, unanswered On XX/XX/XXXX XXXX calls were placed to new bank manager, unanswered On XX/XX/XXXX XXXX calls were placed to bank main line, unanswered After going through all of these claims and money returned, I am missing {$980.00} from account A and {$1800.00} from account B. It is unclear what claim numbers are accurate and which were closed by old bank manager. This has been ongoing since XX/XX/XXXX. I had been assured by previous bank manager that even though this has gone past 60 days, it is not my fault as I reported the frauds day of. The bank itself made the mistake.

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 monetary relief