Consumer complaint received 2025-08-27 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Title loan
Issue: Struggling to pay your loan — 
Company: BMO BANK NATIONAL ASSOCIATION
State: ID

Complaint narrative:
For almost 3 years, BMO has systematically created barriers that make it nearly impossible for me to make payments on my trailer loan, despite being the primary borrower who never filed bankruptcy. 

Timeline of BMO 's Obstructive Practices : XXXX : After my husband ( co-borrower ) filed bankruptcy in XXXX, BMO removed XXXX online banking access even though I am the primary borrower who never filed bankruptcy myself. XXXX claims this is their " policy. '' XXXX : BMO forces me to call and spend an average of 45 minutes on hold for every routine payment. I attempted to make payments consistently despite these barriers for over 2 years. 

In XXXX, BMO required me to visit a branch office in XXXX, Oregon ( where I was living at the time ) in-person just to " prove my identity '' to make a phone payment - an unreasonable requirement for routine transactions. 

Recent attempts : When calling their direct bankruptcy department number, I get automatically transferred to collections when trying to make a payment. Collections agents refuse to provide basic account information and claim they must transfer me back to the bankruptcy department, which is perpetually " unavailable. '' XX/XX/XXXX : Called XXXX, Idaho branch for help. XXXX employee filed internal complaint but stated he has " no visibility '' into my account and can not help customers with loan issues. No one called back. 

Today ( XX/XX/XXXX ) : Called main number again, collections representative refused to tell me what amount needed to bring account current and refused to transfer me to a supervisor. Left multiple voicemails for bankruptcy department - no response. 
Impact : This systematic obstruction has made it impossible to maintain payments despite my willingness and ability to pay. I am now 9 months behind solely due to BMO 's barriers to payment acceptance.

BMO 's deliberate barriers to payment acceptance have severely damaged my credit score. This credit damage has created ongoing financial harm including reduced credit score affecting my ability to qualify for lower interest rate loans and credit products, loss of access to competitive refinancing options that could lower my monthly debt payments, increased borrowing costs on future loans, mortgages, and credit applications, potential denial of credit applications due to the delinquent account BMO created through their obstructive practices, higher insurance premiums and deposits that are tied to credit scores, and employment and housing application complications in credit-sensitive industries. The financial impact extends far beyond this single loan as BMO 's systematic barriers have cost me thousands of dollars in higher borrowing costs and will continue to impact my financial opportunities for years to come. This ongoing economic harm stems directly from BMO making it impossible for a willing, capable borrower to make routine payments.

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