Consumer complaint received 2025-05-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BMO BANK NATIONAL ASSOCIATION
State: SC

Complaint narrative:
I am writing to formally address a series of alarming issues I have experienced with my accounts at BMO Harris Bank, which I believe constitute serious regulatory violations and fraudulent activities. My account number is XXXX. 
Firstly, I would like to highlight the inconsistencies surrounding my claims related to a lost card. During the week when my card was reported lost, BMO approved one claim on a XXXX XXXX dispute for account # XXXX while simultaneously denying another. If XXXX claim was valid, then logically both should have been approved, as there was no possibility of recovering my card within that timeframe. Additionally, on the same account, BMO has placed my account in a negative status of {$490.00} due to a chargeback I never filed. 
Furthermore, on account # XXXX, fraud occurred and all credits were refunded back to the # XXXX account without my permission. This action contradicts prior assurances that refunds would be credited back to my new account # XXXX after I specifically requested this change. 
Moreover, I was opted into the overdraft protection service, which allowed payments to be processed even when funds were insufficient. However, I was shocked to discover that a mortgage payment was reversed without my authorization the following day. This unauthorized reversal has caused considerable distress and financial hardship for me and may place me at risk of losing my home. Under Regulation E, banks are required to obtain customer consent before reversing transactions ; therefore, this action represents an unacceptable breach of trust and regulation that BMO must rectify immediately by reinstating the mortgage payment that was initially processed. 
I have made multiple attempts to resolve these issues directly with your team ; however, I have faced significant barriers in communication. My number has been blocked from contacting customer service directly, forcing me to use a phone app only to receive rebuttals and misleading information regarding these matters. 
Additionally, I have concerns regarding the handling of my accounts by your representative XXXX. He provided misleading information about how my accounts were openedstating they were done online when, in fact, they were opened over the phone using my identification and Social Security number. There are also instances of fraudulent transfers between accounts executed without my permission, resulting in significant financial losses exceeding {$10000.00}. 
Given these circumstances, I urge you to take immediate action to address these issues. Specifically, I request the following : 1. Immediate reinstatement of my reversed mortgage payment.

2. A thorough investigation into the discrepancies surrounding my claims and account management.

3. A written explanation regarding the unauthorized transfers between accounts. 
I expect a prompt response to this letter within 7 days. Should these matters remain unresolved, I will be forced to take further action as previously stated. 
Thank you for your immediate attention to this serious matter. I look forward to your prompt resolution. 
Sincerely, XXXX XXXX

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