Consumer complaint received 2022-05-04 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: BMO BANK NATIONAL ASSOCIATION
State: FL

Complaint narrative:
I bought a new car in XXXX of XXXX. I was financed through BMO Harris Bank from the dealership. I have a high credit score so financing was not a problem. After obtaining the car and the loan, the vehicle was totaled on XX/XX/XXXX. My insurance company and gap coverage was more than enough to cover the entirety of the loan. In XX/XX/XXXX, I sent a full payment to BMO because I knew that it would take time to get the payments from the other financial institutions to take care of the loan lien. In XX/XX/XXXX, My insurance company sent all but about {$1500.00} to BMO for the loan payoff and the rest was to come from the gap insurance refund. I told BMO that that payment could take 14-16 weeks, but that their payment was on the way. In the mean time, I received call after call, day after day, from the loan payment center wanting me to make a payment. I explained my case several times and even had it verified that my loan was in the total loss department and that they were just waiting for that last payment from gap. When BMO would call, they would harass me about the payment and threaten me at my job. I had to block them from calling my job, as I was going to be fired for the harassment. I had explained in multiple phone calls that their payment would be there around the end of XXXX. Several people that I talked to from the total loss department were fine with that and had noted the account. On XX/XX/XXXX, I saw that BMO Harris Bank hit my credit with a 30 and 60 day late mark. When looking up the financial side, they received a payment in XXXX for $ XXXX and change, another payment in XX/XX/XXXX for about {$1500.00} and they were still waiting on gap. There should be no reason they mark my credit for being late when they were receiving payments. They are a huge scam. I have done everything I can to honor the contract I have with BMO and have been on everyone to send the payments in a reasonable amount of time. When you do have questions, or you want to talk to someone about what is going on, there is no real person to talk to. Half the time when they called for payment and I would answer the phone, nobody was there and they would hang up. When I finally got ahold of someone in the total loss department to tell them what is happening, their response was " Oh yeah, you get put on an automatic dialer, so that happens a lot and there's nothing we can do about it ''. I am waiting for the last of the money to be sent to them, which they will then owe me around $ XXXX when its all done, I don't trust that they will actually send it. When gap has tried to reach out because all they needed to send the money was an address and no-one has reached back out to them for BMO. What a horrible company and way to do business. I will never recommend BMO for any reason.

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