Consumer complaint received 2024-02-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
BMO, which acquired Bank of the West, " voluntarily '' sent me a new credit card bearing their name, per their letter/notice dated XX/XX/2024. The letter states that, " if I don't receive the card within 6 weeks, I should call them. '' I called them just before the end of the 5th  week. Only to be told that I have to go to a local BMO branch for that request. No more explanation as to why. I said, if I have to drive just for a simple task of card replacement, it's better to cancel my account. I'm almost XXXX XXXX XXXX and drive only to get groceries from the neighborhood stores. So, I did not do anything. But I called a couple more times afterwards, however. Same answer - I need to go to the BMO branch. 

Then on XX/XX/2024, I received a bill from them totaling XXXX. For purchases made on XXXX XXXX XXXX charged to the card that I did NOT receive. Among others, there were two  XXXX XXXX 's charges worth more than XXXX! I assume those were online purchases because of the different locations. My purchase history using this card will show that I charged only a XXXX  XXXX  dollars each month. 

This forced me to go to the local BMO branch on XX/XX/2024. Coincidentally, this was also the end of the 6 week period to report that I did not receive the card. 

Here 's my complaint : BMO already knew probably on XX/XX/XXXX or XX/XX/2024, that the purchases were fraudulent so they locked the credit card without telling me, either by phone or e-mail. They " knew '' it was NOT me. Because, why would they lock the credit card of the user making big purchases? Not good for credit card business, is it? And on XX/XX/2024, I received a notice from my car insurance that the auto pay request for my car insurance premium was denied. I still did not know what's happening, by then. Not until I received the bill on XX/XX/2024. 

I asked the local BMO branch if they can reverse ( even temporarily ) the obviously fraudulent charges because it stressed me much that some company wants to be paid, come what may! I was told they can not, because it's under investigation. My other credit card company reversed the charge in question while investigating it and it happened a couple of times. BMO also told me that I can not be allowed to log on into my credit card account for the same reason. 

I have " absolutely '' nothing to do with this problem. However, don't I deserve to know the problem right the moment they knew about it? By the way, the BMO branch personnel said the perpetrator was able answer all security questions. So, that's how he's able to activate the credit card. But I still believe, BMO came short to prevent this problem. They should have notified me for further verification the moment the big purchases were done. My bank always notify me whenever there were bank activities in my account involving large amount. And they can do better if they allow only phone calls to activate credit card. Would help to prevent fraud. 

My Bank of the West ( now BMO ) credit card last 4 digit number is XXXX. I attached copy the bill. Thank you very much for any help.

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