Consumer complaint received 2025-02-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
This same issue has happened before as well as other bank errors that they do not take ownership of. Instead they lock me out my account online. I can still use the bank card but am unable to log in to see bank statement or log the issue with them online. 

Back on Saturday, XX/XX/XXXX which was also a holiday weekend ( meaning that Monday XX/XX/XXXX the bank would be closed as well ) I was again having trouble logging in to to my account. I then went through the prompts to reset things and that did not work either which further confused me so I called the online banking ( XXXX ) XXXX and XXXX XXXX XXXX customer service number as well as their Fraud department only to be told that there was nothing anyone could do because the previous person that I spoke had locked me out of my account. I even left a voice mail for a call back from a branch ( XXXX ) XXXX Branch Manager XXXX that never came. 

Here 's the thing- and I've asked them all to listen the call themselves and confirm my complaint of their employee intentionally creating confusion and locking the account knowing that no one can unlock it and forcing me to have to find the time to visit one of their branches before anyone will assist me. 

This is not right. 

I called in and correctly answered all of the questions that the lady asked me. Then she said that she needed my " pass code ''. I told her to give me a second to locate it and she immediately said " okay... I'm going to give it to you ''. 

That totally surprised me for a lot of reason but then she went on to present my hint as if she was giving me my pass code. 
At this point I'm annoyed by still remaining calm as I politely pointed out to her " oh, that's not my pass code ... you're reading the hint ; but I couldn't get that out. She kept talking over me. I said then said " mam, I have my pass code here- it's -- --, but you're reading a hint after saying that you were going to give me my pass code. 

She just kept speaking over me saying that since I did not have my pass code she could not help me. I then told here at least three times that I did have my pass code - said what it was and told her that she mis-spoke and confused herself. 

From there - I tried getting help from other phone calls and voice mails but no one has ever contacted me since since this XX/XX/XXXX incident and it is not XX/XX/XXXX. 

They repeated claimed that I was locked out for my protection- yet no one has ever called, email or written me to notify me of the account being locked or of activity on the account causing the account to me locked. 

Once before when they made a mistake they locked the account and overdrew by paying a fraudulent charge that they approved without me and then took XXXX too long to reimburse me and had the collections department called me about money that they actually owed to me. 

I contacted them about an issue with the bank doors being locked during business hours and no one being visible. Later the clerk said because they are in a bad area. The emailed reply I received from one their manager included my bank balance. Yet they say never include that type of information and the reply did not address the bank doors being locked. 

XX/XX/XXXX, XXXX - Still can't log in - and there phone system won't call me with a code and now still trying to get past the automated phone on hold - XX/XX/XXXX, XXXX - Now on with XXXX in the online banking dept - said I have to go into a branch now because the last call ended- I told her calls end all of the time- why no call back or email to me? And explained that the last lady did not understand what I kept telling her and spoke over me when I gave her the pass code and then flagged my account for must go in to a brach - even though I am calling from phone number on the acccount - would not get me to the Fraud department. And of course Monday is a holiday. 

XX/XX/XXXX, XXXX - called back and asked for the Fraud Department and this person said okay but then came back and offered direct number XXXX Opt XXXX XX/XX/XXXX, XXXX - on hold XX/XX/XXXX, XXXX - I just explained to this guy what is going on and now he gives me their phone number XX/XX/XXXX, XXXX - still holding for the Fraud department - XX/XX/XXXX, XXXX - says that once the account is locked for failing verification - it will require and in person branch visit to unlock it - even though their error and the branch is closed on Monday XX/XX/XXXX, XXXX - XXXX left me on hold saying to she was getting me a customer service supervisor - then several minutes later the music stopped and a automated recording came on saying that since I did not respond goodbye - it's as if someone else held that call until the end and then patched me in XX/XX/XXXX, XXXX - now on XXXX in Fraud Dept - told her hat 's goinig I tell her what's goibg on and she says that the account is not blocked but that I need to go into a branch to provided additional information - what additional information and the Monday is a holiday - XX/XX/XXXX, XXXX - XX/XX/XXXX, XXXX - she places me on hold without telling me. 
XX/XX/XXXX, XXXX - Called back the Fraud Department XXXX XXXX XXXX- to ask why no one is reaching out to me when calls drop during a transfer or other account issues? Now closed since on Central time. 
XX/XX/XXXX, XXXX - called back and pressed XXXX - since I do not not need a password reset - how do I log in? 

Now on with " XXXX '' - she says that the account is " restricted '' and she can not provide and any information I will have to call back next Tuesday to resolve this.

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