Consumer complaint received 2023-02-04 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XXXX. I received an unsolicited offer by mail from Bank of the west for a credit card saying that if I spend certain amount in XXXX  months - they will offer a credit of {$200.00} sometimes in XX/XX/XXXX XXXX. I applied and got the Credit card XXXX. I used the XXXX  to pay for some bills so that I am eligible for {$200.00} reward XXXX. When it was time to pay the bill - I paid most of the amount minus {$200.00}. I called their XXXX  XXXX  and they said they helped me apply the reward amount to the balance payment of the bill. The XXXX XXXX did not tell me that there is a time lag between applying the reward amount applied to pay the bill and the actual posting of the amount towards the bill. 
XXXX. After this I did not use this XXXX  to charge any other amount. 
XXXX. A few days back I received a bill for {$54.00} from the bank of the west for this XXXX  XXXX. I called the number given on the back of XXXX and was told that reward was applaied on XX/XX/XXXX while bill was due on XX/XX/XXXX and thus there was a late fees of {$27.00}. 
XXXX. As I had not used this XXXX for any other transaction- I did not check my monthly statement. 
XXXX. The customer service of the Bank XXXX told me that since I had not paid the first late fees of {$27.00} there was an additional alte fees of {$27.00} and tne total amounto be paid was {$54.00}. 
XXXX. I explained that I was not told about the lag time in applying the reward amount towards the payment of the bill- I should not be charged {$27.00} as the late fees and thus if thje first late fees is waived - the second late fees should be waived automatically. The Customer services rep stated that the system does not allow them to wauve these fees XXXX. I requested the rep to cancel my XXXX  and she said that it can not be canclled unless I pau the {$54.00} XXXX. I then went to Bank of the west XXXX located ar XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX and met XXXX XXXX XXXX,, XXXX XXXX  Banker ( Phone Number XXXX ), Email address - XXXX. She called the bank XXXX line and requested them to waive off the {$27.00} fees and was successful in getting the first {$27.00} fees waived. XXXX pleaded with the XXXX to waive the XXXX fees as it had not justification after the first fees has been waived. XXXX- the XXXX rep called his supervisor XXXX who expressed his inability to waive the XXXX {$27.00} fees. XXXX expressed her frustration to me stating that their XXXX  group do not even listen to them. 
XXXX. I requested XXXX and XXXX XXXX to give me the Email address of the customer service for XXXX. Both told me that I should XXXX it and find this out. I havre XXXX  it for XXXX minutes and there is no place they give the email addresses of the customer service VP. 
XXXX. This bank seem to be behaving like a rogue and That is what I decided to take the time to file the Complaint with CFPB

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