Consumer complaint received 2024-08-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: BMO BANK NATIONAL ASSOCIATION
State: NY

Complaint narrative:
My name is XXXX XXXX, I am a customer of BMO with account number XXXX I got email from the bank that the email address associated with my account which is XXXX has been changed and this is not done by me. 

I also got various emails from BMO that my account has been accessed in a over XXXX different devices Also as I went through various emails from BMO, I noticed that funds have been sent out from my account via XXXX to the same name that I reported earlier and I want a thorough investigation to know if there is an inside of the bank doing this or if I am targeted by some scammers who keep on accessing my BMO bank account UNAUTHORIZED I do not use a android device, I only use an XXXX, but the devices listed the email are different android devices The hacker email was added to my BMO account UNAUTHORIZED and my funds have been stolen again via XXXX to an unknown person. 

The agent also said that someone spoke with the bank and claiming to be me and got a password reset to gain access to my account on XX/XX/year>. I wasn't the who got a password reset to gain access into the account. 


I would want the bank to going through the voice recording of the person who called them and tricked them and got a password reset link thereby getting into my bank account and stealing my account. 

I want BMO to compare the voice of the person to mine and see if it is the same. 

And I don't know why a scammer would call the bank and trick them then the bank sent a password reset to the scammer and the scammer got into my account and stole my funds. 

I would want the whole thing investigated how a scammer called the bank and tricked the bank pretending to be me then the bank sent a password reset link to the email and the hacker changed password and got into my account and stole my funds. I am female and not male, but the customer agent told me that someone with a male voice called them and tricked them and got the username and password reset to log into my account and stole my funds. 

I have lost the total of {$5600.00} to the scammer through XXXX as my account has been assessed UNAUTHORIZED. 

A lot of devices were used by the scammers to log into my account UNAUTHORIZED and took away my funds again to the same person the funds was sent to the previous time. 


To put things right and fix this problem, I need my Username to be changed or my account to be closed then another account opened for me by the bank for and I need my money back to be put in the new account. 

I have reported this events to Federal trade commission online scam report portal with report number XXXX for their awareness and I'll attach a proof of the report in an attachment. 


I need my money back and for a new account to be opened for me as I do not want to use the old account again since I've been targeted by scammers breaching into my bank account. 

I have also reported this incidents to the bank and filed a dispute over the phone and fraud dispute case number is : XXXX was given to me by the bank and I'll need a quick resolution of this case I was also given this case number # : XXXX by the bank. 

They asked to open new account for me but they mater changed mind and they said until they hear from FTC concerning the report number. 

I am attaching the report number from the government portal

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