Consumer complaint received 2025-10-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: BMO BANK NATIONAL ASSOCIATION
State: MD

Complaint narrative:
from XX/XX/XXXX to XX/XX/XXXX I had made a purchase with XXXX eats. I receive food that was made incorrectly poorly, and I received food poisoning. Prior to that in XXXX, I made a purchase for my client through a company called XXXX hair. The hair was not as described. I reached out to the company to see if I can return it and get a different unit. The units had satisfactory. They told me that if I did choose to return, I would accrue a loss of shipping fee. I said thats fine. Please provide me a return shipping label. They refused. I proceeded to claim with XXXX Bank. When I claim I told him I was working in the state of Maryland and California because XXXX Bank is a California bank. The letter would be mailed out to my address. I asked her if she could mail it to my temporary address so that way I could keep up with the claim she told me that she couldnt. And then I can reach out to the bank. I told her that I also have mail forwarding so if they did mail it to my address, I should be able to receive it in Maryland that never happened. 
I periodically throughout the month, updated the claim with photo evidence and reached out to the agents in the app and also the claims department. I also had an agent from my main branch in XXXX California. Call me with any concerns or if I wanted to add any features onto my account, I inquired about the claim that I filed and asked about information because I did not know what to do I did not want the claim to be reverse because the merchant refused to give me an address or give me a return shipping label so I could mail back merchandise. He told me everything was fine and that claim credit was permanent. And I should not worry. Come to find out this weekend that I have XXXX reversals of claimed denial in my account and now my account is negative after putting about {$90.00} in my account on Saturday morning to make sure that my account wasnt low. Only to find out that my account is negative. I reached out to multiple agents told me to reach the claims department which I did. I havent heard back from the claims department. I sent them an email. Apparently they dont have a phone number. I called and wanted to speak to a XXXX. I was put on the phone with a managers assistant who spoke so fast that he refused to slow down and the only information that I can make out from him was to reach the claims department by email. I asked multiple times why I did not get any information about the case the multiple times that I was updating the case with information about the claim or when I reached out to ask any information about the claim within the banking app or when agents called me. Regarding Services. Nothing was told to me. I am very appalled by the service of this bank and now I am very trustworthy of XXXX Bank. Also i received an international transaction fee on my account from XXXX XXXX. Because I guess this was mailed from the XXXX and I was charged a international transaction fee but not notified by XXXX Bank which I know they have to notify me of any transactional international fees. which they did not do until I filed my claim against 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