Consumer complaint received 2020-03-02 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
Hello! In XX/XX/XXXX, I received a promotional offer from BMO Harris where if I set-up a Money Market and Savings account and fulfilled the requirements, then I would earn the {$700.00} bonus offer. I had received the promotional code and opened up my accounts on the BMO Harris website where I entered in the promotional code at least three times during my account set-up. I made sure to complete all necessary requirements to qualify which included : depositing {$10000.00} into the savings account within first 30 days, link direct deposit to Money Market and have at least {$6000.00} within 120 days of account opening, and completed at least 10 transations. In XX/XX/XXXX, I reached out to BMO Harris on the mobile app where I submitted an email inquiry checking on the status of my bonus. On XX/XX/XXXX, an employee named XXXX confirmed that I met all requirements and the bonus will be paid approximately 150 days from account opening date of XX/XX/XXXX. On XX/XX/XXXX, I followed up requesting an update and received no response. On XX/XX/XXXX, I printed off all of my documentation and went to a neaby BMO Harris branch in my city. The address of this bank is : XXXX XXXX XXXX XXXX, XXXX, IL XXXX. A banker named XXXX XXXX ( XXXX, XXXX ) then said there was nothing they could do to help since I opened the accounts online and not at a branch. They directed me to call the toll free number XXXX in order to speak with a representative about the status of my promotional bonus. I called in to this number multiple times and the representative claimed that my promotional code was not showing up on my account and there was nothing they could do about honoring the bonus I was owed. They did not provide any assistance with helping get this issue resolved and help try to keep me as a banking customer at BMO Harris. After these calls, I reached out to the BMO Harris XXXX page to try and be directed to a representative that would be of better assistance. I was directed to XXXX where I spoke with him on the phone and he asked me to send him an email with all of my documentation and that he would escalate this issue with the marketing team. I sent my first email to XXXX on XX/XX/XXXX and the email was : XXXX. I received no response from this email, so I followed up once more on XXXX. Throughout these last few months, BMO Harris has been difficult to work with in order to resolve this issue. An employee named XXXX confirmed that I successfully completed all requirements, but I have yet to receive any bonus payment. At this point, the only reason I haven't closed my accounts with BMO Harris yet is because the bonus is still pending. This experience has been upsetting as I wanted to remain a BMO Harris banking customer, but the customer service shown has been disappointing. I sincerely appreciate any assistance with this issue. Thank you!

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