Consumer complaint received 2021-12-31 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: BMO BANK NATIONAL ASSOCIATION
State: NY

Complaint narrative:
Im writing in regards to a XXXX XXXX XXXX account ( # XXXX ) held at XXXX XXXX, which still shows as having a balance of {$100.00}. See the attached exhibits as examples of the funds Im able to see on XXXX XXXX website and mobile app. Ive also included a statement that I had saved previously, which includes the full account number for your reference. 

When I called on XXXX XXXX, XXXX, around XXXX to XXXX Pacific Time ( XXXX Central ), to close the account and have the funds available sent to me, the phone representative, XXXX, repeatedly told me she could not find the funds or even see the account. She placed me on hold several times during the 45 minute call, and eventually told me that she thinks we sent the funds to the state as unclaimed property. 

When I informed her on several occasions that I could see the account online, she told me her system was showing her nothing, and that she couldnt help me. I asked her to have someone else research the issue further, but she simply told me to use a website called, unclaimed.org and search for my name using this 3rd party website to find the funds and claim them myself from the state of New York, where I originally opened the account. ( I previously lived at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, NY XXXX- I still own that apartment and regularly check mail there, but have moved to a new address in the last year. In either case, I never received written correspondence from XXXX XXXX that they were sending my funds to the state or any other government body. ) However, despite using the unclaimed.org website as directed by XXXX, I can not find any funds unclaimed under my name in the state of New York that might have been left by XXXX XXXX ( again, this was at XXXX direction ). Ive tried searching with a variety of names or alternate spellings, and there is nothing there. 

I asked XXXX to provide me her last name, an employee ID, or a reference number to help me track our discussion, but she refused and simply said to use her name and the time I made the call. She also made no attempt to put me in touch with a supervisor or anyone else at the company that could help, and did not let me know if anyone would reach out to me despite multiple requests on my part to have someone do the research, investigate, and come back to me. 

She said the funds were sent out from XXXX XXXX on XXXX XXXX, XXXX, which is less than a year after I last received a statement and not even 10 months since a transaction had last posted to the account ( again, see the aforementioned statement and screenshot of my account, which I could view through my laptop ), which you can see for yourself still had funds in it since at least XX/XX/XXXX. 

My experience with XXXX XXXX has not lived up to its reputation and billing as a major regional bank in the US for several reasons : # 1 ) I was surprised that there was no case or file opened to research this matter, and even when I told XXXX that we could take the time to look into this, she cut me off and just told me to use a non-BMO website.

# 2 ) I found it highly unusual for a bank representative to direct a customer to use a 3rd party website. Ive never heard of Unclaimed.org and dont know why I was instructed to use it. I also dont know why XXXX XXXX this was a satisfactory outcome. 

# 3 ) I never received any written correspondence from XXXX XXXX that it was taking the {$100.00} and declaring it unclaimed property and sending it to a government agency. 

# 4 ) I was not offered any help when I couldnt find the unclaimed property through New York State. I find this particularly frustrating since XXXX XXXX caused this problem in the first place. 

# 5 ) XXXX XXXX took this action less than a year since I last held funds in the account. 

# 6 ) XXXX was unable to see my account or balance, despite the fact that I kept telling her I could see it on my end, both on XXXX XXXX website and on your mobile app. I find this very strange and I dont understand how your own customer service agents cant see the banks own information. This was a major point of frustration, since XXXX kept repeating that the account didnt exist, that the funds werent there, etc. while I could see very plainly that the account and money were very much there. 

It is also frustrating that I am taking time out of my holidays and limited time off from work to take care of this issue, and I am disappointed that XXXX XXXX not only created this problem but does not seem interested in fixing it, and is leaving a customer to fend for themselves with unclear directions and no resolution in sight. The attitude from XXXX was simply one of telling me that it wasnt XXXX XXXX problem, and that I would have to find my missing funds by myself, which I can not locate despite multiple best efforts on my end. 

I am unsatisfied with how XXXX XXXX handled my funds, and XXXX strikes me as only part of the problem. There appear to be multiple points of failure in this process, and it suggests issues with your controls and compliance processes. I have filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) to look into this matter as well. 

At a minimum, I would like XXXX XXXX to fix the issue of the missing funds, and return to me the {$100.00} that is showing up in my account. 

I would appreciate a prompt reply with a reasonable path to resolving this issue. Ive included my contact information below.

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