Consumer complaint received 2024-04-17 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Payment process
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I was a HELOC Bank of the West customer, but at some point in XX/XX/XXXX, my account was moved to BMO. As I had received a call from Bank of the West regarding the move, I recall reaching out to BMO in XX/XX/XXXX to get online account access and trying to set up autopay. They were updated regarding my mailing address and to date, I have never received ANY mail from them. All my payments have been via the online portal. Bank of the West would always keep me updated regarding payment changes due to my variable interest rate/s, but NOTHING from BMO. 

Last week, I had multiple alerts from XXXX XXXX and other credit monitoring applications. The notification/s stated " delinquent account alert. '' I was finally able to locate a note that it was from BMO. I logged into my BMO account and it looked like I owed a balance of {$1100.00} for XX/XX/XXXX, which had already been paid on XX/XX/XXXX and was reflected on my online payment history ( I attached payment history ). I had also made a payment on XX/XX/XXXX. Whatever the case may be, I made the additional payment for {$1100.00} XX/XX/XXXX. There was no note online regarding anything beyond that, such as the account being delinquent. If I did not have Life Lock etc., I would still have no clue that I even had a delinquent account. 

After lengthy telephone calls last week with BMO, it was discovered that BMO never had updated my proper mailing address given to them XX/XX/XXXX. I was also informed that the collections department was calling an incorrect number, but she did not even know why they were calling to begin with. The number they were calling has been a dedicated fax line for my work since XXXX. As the customer service supervisor could not clarify what was happening, she gave me an email address, XXXX. 

Despite the communication mystery being solved and BMO confirming that they understood that I never received ANY calls or letters regarding any of this, they did not resolve the credit reporting or offer any sort of resolution or clarification. Again, I have attached my BMO online account payment history, which is all that I have had for reference, as again, I never received mail or a telephone call. 

If BMO never sent me mail or called and my online account shows everything is paid, there is something not right happening to me. 

In an email response, dated XX/XX/XXXX, BMO finally sent me a statement via email ( XX/XX/XXXX ), but no clarification regarding variable rate or my delinquent payment status, as again, payments were all timely made according to my online account payment history ( attached ). They only discussed an XX/XX/XXXX NSF issue, which had nothing to do with the present situation. 

Again, my payment history all seemed to be spot on. BMO bank is adjusting interest rates and taking advantage of clients, with no communication. After all, without the assistance of organizations such as yours, we are helpless. My credit is destroyed, as they never communicated with me.

Again, if they never updated my mailing address, were calling a wrong number and my BMO online account shows payments all made, there is something not right happening to me. Please help me!

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 non-monetary relief