Consumer complaint received 2024-09-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Account opened without my consent or knowledge
Company: BMO BANK NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I contacted BMO to advise that accounts were opened by identity theft, A Checking and Savings account. BMO Allowed thousands in charges, From XXXX and XXXX transfers. Additionally, BMO was supposed to close the checking account as it was also taken over and compromised " Account Takeover '' BMO XXXX the online banking, and BMO restricted the checking account however BMO Refused to close the account. BMO provided {$460.00} XXXX credit on XX/XX/year>. BMO advised me to contact the phone number, they provided to speak to customer service to file a dispute on the fraudulent transfer as I was not able to speak to them sooner, even though I already called in. I called back in and filed the Dispute. BMO provided permanent credit on XX/XX/year>. I contacted BMO again after BMO Advised me they would OVERnight the check for me for the remaining account balance free of charge. BMO Lied, as when I contacted BMO back, I was transferred to their " XXXX Department '' Whom told me that BMO has decided to end the account relationship and that they have not closed the account and reopened XXXX because they can't since they decided to end the relationship. I had no idea there were zelle charges on the account because again I have never been mailed a single statement or sent XXXX digitally. They did not allow me to login with a new user name even though I advised of the identity fraud. BMO Refunded the {$3.00} Paper statement fee prior because of the fraudulent charges. BMO did not properly investigate the fraud, on the account. If an account is taken over and opened as identity fraud BMO is supposed to as a financial institution, XXXX the compromised account and online banking profile and reopen a new account. However XXXX XXXX department failed to follow proper protocols. Instead they did not investigate the fraud, and they did not close the compromised card. Then I was advised I XXXX XXXX XXXX Hours to their nearest branch and pick up the check for the remaining balance or I can wait for the account to close. The account closed on XX/XX/year>. BMO Then supposedly mailed a check which I have not received to this date. BMO Deducted YET ANOTHER {$3.00} Paper statement fee. BMO Told the CFPB They provided {$460.00} in monetary relief which was a LIE. BMO Deducted {$3.00} from the {$460.00} they advised they provided. Saying they validated that the {$3.00} paper statement fee was correctly billed and deducted it from the check. However, I haven't received any Paper statements. So the fee has been incorrectly charged for the past several months now. BMO did not advise me they switched the statements to paper statements, and I did not agree to such, again, I can not login to be able to choose. BMO has not emailed me nor mailed me a single copy of a statement. BMO Owes me {$3.00} XXXX XXXX Now. Additionally, BMO Should have closed this checking and savings account due to identity fraud, and BMO should have provided a refund for the FRAUDULENT XXXX Transfers they sent to a Bank of America account I do not own. It said it was registered to a XXXX XXXX and I assure you it's not me. BMO should also refund those charges. BMO has not conducted a proper Identity theft investigation. BMO Did not handle the Account Takeover Properly. BMO has not tried contacting me, BMO did not handle the fraud properly. and BMO deducts {$3.00} Paper statement fees from checks they owe customers, Twice in 1 month just so they can receive an XXXX {$6.00} from a customer for something they never sent the customer. I do not believe my issue has been handled.

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