Consumer complaint received 2019-06-02 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: BMO BANK NATIONAL ASSOCIATION
State: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX All of these charges and bills resulted from a trial offer of 2 XXXX products that were supposed to be free. 

XX/XX/XXXX XX/XX/XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX UT XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX {$69.00} + XX/XX/XXXX XXXX {$79.00} When I received 2 bottles of XXXX products in the mail Friday XX/XX/XXXX I called the number on the envelope to find out why. I did not recognize the sender on the envelope. No invoice was in the pkg regarding billing. I was informed it was part of an online trial offer I accepted for {$4.00}. I asked them what they billed me for the product and XXXX at the call center said $ 450+ for 3 shipments of a product that would have cost me less than {$100.00} on XXXX . I told him I wouldn't pay. He said he would take off 2 charges ( {$69.00} and {$79.00} ) and I would have to pay the rest. When I refused and asked him who took my money he said he didn't know. I called BMO and got the following response. 

Customer service advised me they would send a new card, and said XXXX handles their fraud claims. 

Several employees in XXXX claimed I didn't have the right to dispute the charges ( XXXX ). They all sounded like they were from XXXX but they said they were in XXXX. They said they KNEW I accepted the Terms and Conditions. I now, remember that event - I was solicited, decided to try the product for the {$4.00} and before even 10 seconds had past, in the middle of my reading, I was redirected to the payment screen. 

The employees in XXXX seemed to know my issue before I could finish explaining. And they seemed to know this company, and adamantly refused to process my dispute. I told them I would file complaints with XXXX - Florida Office of Financial Regulation- Consumer Financial Protection Bureau and ftc.gov XXXX said she didn't know any information about who received my money, and that the bank sent money to 4 different companies, via call centers, for the 2 XXXX products. 

Every company listed in my BMO acct was using a call center, they refused to tell me the brick/mortar stores names/addresses of the companies who billed me. 

No invoices with charge amounts, were in the envelopes I received.That 's why I thought the products were free trials. 

The call centers claimed they would refund some of my money ( I called 3 ). I want all my money back except the {$4.00} and {$1.00} for shipping/handling. All of these call centers were provided my personal info/account without my knowledge.

I looked at my BMO charge card online today ( Sat XX/XX/XXXX ) to see if they really refunded me any money, and no refunds were shown. 

I called BMO customer service, and was told that she was blocked from speaking with me, and that I would have to come to the downtown XXXX office to speak to them in person, eventhough I had full access to my online account and their telephone customer voice line. I asked her who blocked me, and she said, she couldn't tell me that. 

BMO Harris is included in my complaint for poor practices and not protecting me, the client, and for not telling me who they were giving my money to. I planned to dispute the charges directly to the companies, but since BMO said they didn't know anything about them except the call centers telephone number, and they refuse to file disputes, it leaves me no recourse except to try and get relief from your office.

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