Consumer complaint received 2025-09-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I opened BOM Bank Smart Advantage Checking Account ending number XXXX on XX/XX/year>. I then linked my XXXX XXXX Rewards Checking account ( me as the sole owner of this account ) ending number XXXX for the purpose of external transfer. BMO Bank asked me to verify this XXXX Checking Account by sending 2 small deposits to this account. I followed XXXX Bank 's instruction to verify my XXXX Checking Account and received a confirmation email from BMO Bank on XX/XX/year> stating this XXXX Checking Account had been successfully registered for external transfer. On XX/XX/year>, I initiated a funds transfer of {$3300.00} from my BMO Smart Advantage Checking Account to my verified XXXX Checking Account, under XXXX Funds Transfer Request number XXXX. An email was then sent from BMO Bank saying the transfer request was received and I should receive the funds within XXXX business days. Later on that day, XX/XX/year>, I then had received an email, claiming my BMO Smart Advantage Account had been put on hold/restriction due to " not able to successfully validate your identify today '', and asked to contact BMO Bank on XXXX. In the meantime, the above funds transfer was put on hold too, claiming BMO bank could not verify my XXXX Checking Account. I then called this number, which was verified as the official BMO Bank customer number, addressed my concerns, and a specialist from BMO Fraud Department was finally able to remove the hold of my BMO Checking Account, and advised the funds transfer should be performed the next business day, which is XX/XX/year>. On XX/XX/year>, I have received an email from BMO Bank, claiming that they had suspended my XXXX Checking Account for use of external transfer, and had then deleted this account in my BMO profile without my permission. BMO Bank then then another email claiming transfer request number XXXX could not be proceeded, and the funds should be returned back to my BMO Checking Account within 3-5 business days. I then called BMO customer service again, asking what's happening with the transfer, and one of their higher level supervisors claimed my XXXX Checking Account was invalid so the transfer can not be performed. This conversation happened while I was also in my XXXX banking app, doing banking transactions by using that BMO 's sold called " invalid '' XXXX Checking Account, which I found it was extremely funny and unprofessional. More interestingly, later on that day and as of today, XX/XX/year>, it is found that, even I haven't received the funds in my XXXX Checking Account, these {$3300.00}, has been debited out of my BMO Checking Account, and I have nowhere to know where these funds are. So I am suspecting BMO has taken my {$3300.00} for no reasons and were giving me numerous different answers about the same incident as an explanation. I don't know where my money is now, nor having the ability to trace down and have these money sent to my XXXX Checking Account.

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 non-monetary relief