Consumer complaint received 2024-12-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
It has not just happened to me, the same thing happened to my wife. Unreasonable target to block the access of my account online. New computer that BMO did not recognize by the BMO system, so BMO blocked my password. I should be able to use a computer that is at my hands and not only one that they already illegally target. When I am trying to use the password option, BMO falsely claims that my SSN that I put in is wrong. I am an elderly customer and getting sick of changing my password every time I have to access my account. It also should not be up to BMO who I allow to help me access my account, especially to my wife. BMO disabled my signature at the bank and notarized it by BMO notary authorization form, after BMO declined my DPOA notarized outside of BMO. BMO declined to accept my DPOA. BMO is using its power to interfere with my preferences. At the time of opening the account BMO got my exact address and my CA ID with my address on it, but they are also trying to make small changes to my address, like deleting the Unit number and making changes to XXXX additional digits to zip code. The BMO acts like my money belongs to them and I have to ask them for permission to use my money and access my account under their specific permission. Before BMO blocked online access, they disabled XXXX XXXX. They disabled all connections that I set up with the other XXXX previous banks and I did not get a reasonable explanation for that. I need money to transfer to pay my rent and I do not have access to my account. The BMO chat isn't monitored by a live agent for help. Every time I have to call and speak with agent, which is not my preference, Here is a copy of chat that isn't helpful at all : XXXX minutes ago Welcome to BMO Assist. 

How can I help you today? New UsersForgot PasswordForgot User IDLogin IssueLocations & HoursRouting NumberGeneral QuestionsOpen an AccountSwift Code2 minutes ago BMO blocked my account from my access again. 2 minutes ago This chat is not monitored by live agents, to chat with a banker please log into BMO Digital Banking and select the Chat with a Banker option from the Chat menu. 
If you are experiencing login issues after attempting the Forgot Password and Forgot User ID options, please contact us atXXXXwithin the U.SXXXX andXXXX the XXXX XXXX minutes ago.Is there anything else I can help you with

? Press " yes '' to go back to the Main Menu.YesNo I did not forget my password. BMO blocked my account from my access.

This chat is not monitored by live agents, to chat with a banker please log into BMO Digital Banking and select the Chat with a Banker option from the Chat menu. 
If you are experiencing login issues after attempting the Forgot Password and Forgot User ID options, please contact us atXXXXwithin the U.S. andXXXX the 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