Consumer complaint received 2023-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
This involves Bank of the West XXXX now owned by BMO Harris Bank  ) Purchased e-bike from XXXX Bikes for {$1500.00} on XXXX ( from checking ) A charge back was started on XXXX for {$1500.00}. 
I never received any docs to sign or a way to send the bank supportive information of my claims. I have made a number of calls to the bank with the last call to a supervisor telling me she will send the info to my email in 48 hours. Please note that she verified the correct email. 

Below is a breakdown of events : I received from XXXX on Sunday an e-bike on XXXX. It was not assembled for a few days this is when I discovered the seller made misleading fraudulent claims on what height the e-bike will fit and that it is not XXXX certified as they claimed. I sent the seller 3 requests to return the e-bike but they never responded so I started a charge back. The seller only responded to my return requests ( 3 of them ) the day after the claim was filed. My return request reason was to ship it back due to their misleading fraudulent claims and I will expect a full refund and not part. After the charge back was started then the sellers response was to ship it back but they will charge me a 25 % restocking fee. I will not pay that fee due to their misleading fraudulent claims because it is not my fault and I am legally right. I have all the proof, documentation and photo evidence which will prove my claims against the seller beyond a reasonable doubt, but the Bank of the West which is now owned by BMO Harris Bank has never sent me any information to sign or a way I can send them my documents. Personally I feel the seller also banks with B of W and this is the reason that I am treated this way. The seller wants to charge me 25 % restocking fee ( {$380.00} ) even though they made misleading and fraudulent statements and its not my fault. I still have not received any documents or email from the B of W concerning case # XXXX or a way to sign or send my supportive documentation which will support my claims. There is a 30 day return policy which the seller has. I called B of W on XXXX but find they did not start a charge back, but one now was started on XXXX. It is now 20 days. Im sure since B of W procrastinated the seller will attempt to use the 30 day return policy against me ; however the claim was started on the XXXX. NOTE : The e-bike is still new and never ridden. 

My last call was on XXXX and asked to talk to a manager or supervisor then was told by the supervisor they sent the information to my email which I never received. I was asked for my email by the supervisor. She asked if there was another email ; I said no thats the only email address I have on file with the bank and where the bank sends me emails ; if there were any prior emails they were deleted and not on file. She said they sent it to a different email. I asked what that email was and she refused to answer and said some XXXX about privacy. I responded ; just to talk to me about my accounts and verify who I am the bank ask for last 4 of my social security number, pin number, address etc. and per your records there is another email on record and you refuse to tell me what that email is on my account ; if its on file then I have the right to know. This is the time I said I dont believe her because no other emails are listed on line. I dont know why The Bank of the West isnt doing their job ; perhaps its because they fear since BMO Harris Bank is the new owner they might lose their job. However in my opinion if BMO does see what I am going though they might find who is responsible, so now they may be creating their own unemployment.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation