Consumer complaint received 2024-11-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
BMO CASE : XXXX I am trying to appeal my incorrectly denied fraud case and I have been reaching out to XXXX XXXX for over a month with no response from the claims department. 

Please see below for a detailed account of everything that happened and will need to be thoroughly reviewed. I have been calling daily and still haven't heard back. 

On XXXX XXXX while leaving the XXXX XXXX my debit card was stolen out of my luggage by either the concierge at my hotel or XXXX. I was unaware that it was stolen as I was on a flight ( have proof of me being on a flight ) and could not have been making charges in a country I was no longer in. Upon landing, I received a fraud notification FROM BMO stating that XXXX charges were going to be processed ( others were denied for fraud automatically, have proof of this ) XXXX charge was for {$3000.00} and another for {$86.00} had been made to the same fraud name : XXXX XXXX XXXX XXXX XXXX XXXX ( I have screenshots of the fraud changes email from BMO ). I promptly called BMO to turn my card off immediately and filed my fraud case once the XXXX fraud charges were posted to my account. When initially on the phone with the BMO agent I said I didn't know if my card was stolen or my account hacked again as I had just gotten off a plane and didn't have my luggage yet. When I got to my luggage and checked, the card was indeed stolen. 

It should also be noted, that the debit card HAD NEVER BEEN used before, these fraud charges were the first and only charges made on the card. Again, these were also initially correctly flagged as fraud by BMO. 

Once the charges were posted I immediately called and filed a fraud case. I did not hear back about my case so on XX/XX/year> I emailed XXXX XXXX to get an update after filing my case. While I did get an automatic response, I have yet to receive an email from an actual person with information about reopening my case. 

While checking my account, I noticed the fraud charge for {$86.00} had been refunded, but for some reason, the larger charge for {$3000.00} had been denied. This is incorrect, I can prove I was on a plane at this time and did not make either of these charges. To try and get help on XX/XX/year> Spoke with XXXX from the BMO resolution team- she never called me back to update me on my case after she said she was following up. 

On XX/XX/year> Follow-up email to Rege.processing to which I received no automatic response, nor a response from an actual person. 

As XXXX XXXX was not responding to my emails on XX/XX/year> I went into a physical branch ( XXXX XXXX XXXX, XXXX, CA XXXX ) and spoke with the XXXX XXXX XXXX, He emailed Rege.processing on my behalf with all of my evidence to which he received no response and still hasn't to this day. 

On XX/XX/year> I followed up with the Branch Manager for an update. On this day he informed me my claim was denied and emailed me my claim denial and dispute case ( both attached ). It should be noted, I had NEVER received the denial prior to this day XX/XX/year>. XXXX, the branch manager said he did communicate this to BMO for my case. 

After finding out on XX/XX/year> I made a new call to BMO and spoke with XXXX with the resolutions team to try and get help. She has emailed Rege.processing on my behalf and opened a new XXXXase Call Reference # XXXX. 

On XX/XX/year> I sent a new email to XXXX XXXX for a response and looking to reopen my fraud case once again. 

Again, the fraud charge for {$86.00} was returned as it was correctly identified as fraud. I am asking BMO to please return the {$3000.00} fraud charge that was made by the same merchant at the same date/time to my account immediately.

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 monetary relief