Consumer complaint received 2025-09-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
* Accessibility note : A family member helped with clerical upload only at my direction. They are not authorized contacts. Do not contact any third party ; communicate only with me in this CFPB portal ( plain text ).

UNIVERSAL/DISABILITY ACCOMMODATION ( GLOBAL ) : For XXXX XXXX XXXX  communicate in plain-text inside this CFPB portal chat onlyno attachments/links/calls. Please paste any documents or statements as text here. I have asked CFPB to disable the attachments feature for my account and to apply this as a standing order to all complaints. Confirm in this thread that you will comply. 

Summary ( Pattern + Specific Case ) : This is a pattern-of-practice referral regarding BMO Bank , N.A . denying or delaying advertised new-account cash bonuses after customers meet stated qualifying direct deposit conditionsthen reversing course only after escalationsoften without timely review of consumer-submitted proof. In my case ( CFPB # XXXX ), BMO initially misclassified my XXXX XXXXXXXX ( XXXX ) direct deposit as investment income, denied the bonus, did not engage with the evidence I offered across multiple channels, and later paid the bonus only after CFPB escalationusing the same documentation I had already provided. I am asking CFPB to ( 1 ) flag this as a widespread issue for supervisory review and ( 2 ) require XXXX, text-only communications in this thread. 

Why this looks widespread ( public examples ) : In the public CFPB database, other XXXX consumers report materially similar bonus-eligibility disputes ( e.g., # XXXX XX/XX/XXXX ; # XXXX XX/XX/XXXX ; # XXXX XX/XX/XXXX ; # XXXX XX/XX/XXXX ). Descriptions include meeting the deposit criteria yet having the bonus denied or delayed until escalation. These examples suggest a recurring review/criteria problem around how XXXX determines qualifying direct deposits.

Regulatory concerns ( legally grounded ) : Truth in Savings / Reg DD ( 12 C.F.R. 1030.8 ( d ) ) : Ads that state a bonus must clearly disclose when the bonus will be provided and applicable conditions. Denying/delaying after the consumer satisfies those disclosed conditions risks deceptive advertising and contract non-performance.

UDAAP ( 12 U.S.C. 5531 ) : Refusing to honor a promised bonus after the consumer reasonably relies on the offeror creating opaque, post-hoc criteria that contradict the adcan be unfair or deceptive. 

XXXX ( 28 C.F.R. 36.303 ) : As a XXXX customer, I requested effective communication ( plain-text summaries/transcripts instead of calls/attachments ). BMO told me a subpoena is required for internal call records, rather than providing any non-privileged written summaries. I am not demanding privileged internals ; Im requesting accessible written summaries so I can fully participate. 

My case ( brief, verifiable facts ) : Opened BMO Smart Advantage checking under a {$350.00} promo.

Within days, received {$6700.00} LTD benefit + other depositsmeeting the requirement.

BMO denied the bonus ( calling XXXX an investment deposit ). 
I re-submitted the XXXX proof four times ( XXXX, BMO secure messages, CFPB, calls ). No timely follow-up ; same proof was ultimately accepted only after CFPB escalation, when BMO paid the {$350.00} bonus. 
Separately, I requested XXXX written call summaries ; BMO replied that a subpoena is required for internal recordings/transcripts. I seek text-only summaries instead.

Supplemental Relief Requested ( {$5000.00} ) : BMOs response states they thoroughly reviewed my eligibility for the advertised new-account bonus. That assertion is not accurate. I repeatedly supplied the only documentation that proved eligibility ( including the XXXX benefit deposit ) across multiple channels. BMO did not act on that proof until after this CFPB escalation, and the bonus was ultimately paid using the exact same documents I had already provided earlier. Absent my escalation work, I would not have received the bonus. 
Im requesting {$5000.00} in supplemental compensation ( goodwill payment ) to make me whole for the documented burden caused by BMOs denial/misclassification and delayed correction, including : Time and effort to re-submit evidence multiple times and to pursue regulator escalation ; Health/disability impact from extended, duplicative tasks despite my prior accommodation requests ; Loss of use of funds/time value due to the bonus being paid only after escalation instead of when promised ; and BMOs refusal to provide ADA-compliant written call summaries ( I am not seeking privileged recordings ; I need non-privileged, text summaries to participate effectively ). 

UNIVERSAL/DISABILITY ACCOMMODATION ( GLOBAL ) : For disability-related hand/dexterity pain, communicate in plain-text inside this CFPB portal chat onlyno attachments/links/calls. Please paste any documents or statements as text here. I have asked CFPB to disable the attachments feature for my account and to apply this as a standing order to all complaints. Confirm in this thread that you will comply.

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