Consumer complaint received 2023-09-19 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: IA

Complaint narrative:
On XX/XX/2023, I received a call from Bank of the West, whom I have banked with my entire adult life. I was informed that fraudulent activity was detected on my debit card in North Carolina. However, the card was in my possession, and I was at work in XXXX, Iowa. The representative that I spoke with informed me that he closed my account and that I would be receiving a new debit card in the mail by the next morning. However, I did not receive a new debit card in the mail on XX/XX/2023. Due to Bank of the West 's merging with BMO, I was unable to access my banking information over the entire holiday weekend. On Tuesday, XX/XX/2023, I was finally able to access my banking information via BMO 's mobile app. When I logged into my account, I noticed that there were 27 transactions that occurred at XXXXXXXX XXXX in XXXX, Tennessee on XX/XX/2023. There was a single transaction for {$42.00} and 26 transactions for {$40.00}. Cumulatively, {$1100.00} was charged at this location in Tennessee. I was working in XXXX, Iowa on XX/XX/2023, and still had my debit card on my person. I was not in Tennessee, and I did not give anyone permission to use my debit card information to make purchases at a XXXXXXXX XXXX. I have never shared my banking account information with another person. I had to complete a web search to determine what XXXXXXXX XXXX even was. On XX/XX/2023, I called BMO 's customer service number. I waited 30 minutes to be connected with a representative, who proceeded to place me on another hold and disconnect from my call. I attempted to call back a second time, where the exact same thing happened. Later that evening, I called the same number. Due to the high volume of calls being placed at that time, I waited over an hour to be connected with a representative. He assured me that my account was frozen, he filed disputes on all of the transactions, and I would be receiving a new debit card in the mail. He requested that I call BMO back the next day to check on the status of the disputes. I called the customer support number again on XX/XX/2023. A representative informed me that no disputes had been made, so she helped create disputes for five out of 27 transactions. When I asked about the other 22 transactions, she did not provide me with a clear answer. On XX/XX/2023, I received a letter in the mail from Bank of the West. The letter was addressed on XX/XX/2023. The letter informed me that my debit card information had been added to a XXXX device 's mobile wallet. I do not have a XXXX device. I own an XXXX, as does my husband. On XX/XX/XXXX, I decided to go into the BMO bank in XXXX, as trying to communicate with representatives via phone had gotten me nowhere. I spent three hours at the bank that morning, while bankers assisted me in filing all 27 disputes. The bank manager assured me that all 27 disputes had been filed, he had connected with someone at BMO 's headquarters, and that I would be getting all of my money back into my account no later than XX/XX/2023. On XX/XX/2023, I received a letter from BMO stating that my disputes had been denied, as I still have my debit card on my person, so I must have been the one to complete the transactions. I immediately contacted the BMO customer support line and was placed on hold with a representative for over an hour. He assured me that he would be transferring me to BMO 's fraud department, so that I could receive the help that I need. However, he transferred me to a representative in XXXX. The representative in XXXX informed me that he could not transfer me back to a number within the United States, so I would have to call the U.S. number again. This issue is ongoing and every step I have taken has led me to a dead end. I am not liable for this fraudulent activity and deserve to get my money back.

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