Consumer complaint received 2025-10-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Below is a copy of the email I sent to BMO Harris bank on XX/XX/year> and have not received any response. 

XX/XX/year>, I had two debits on my checking account both from XXXX  and both for the same amount of {$220.00}. I called customer service and was told that I needed to file two separate claims, which I did. Claim numbers XXXX and XXXX. 

I received a credit to my checking account approximately two weeks later for {$220.00}. Upon receipt, I contacted customer service questioning as to the status of my second claim. I was told that that the credit that I received to my account was a " courtesy '' and that both claims are still under investigation, and it could take 45 days to receive a resolution. 

At least three times during the month of XXXX, I contacted customer service to see if there was any change in the status or if there was any additional information available and was told that it could take up to XXXX days. 

XX/XX/year>, I received a letter from BMO dated XX/XX/year>, in regard to Claim Number : XXXX notifying me that the investigation of my dispute has been completed and if I received a previous adjustment on my account, it was now final and if I had not received an adjustment, they will be providing me with one. I called customer service that day asking which claim this letter was regarding. Was it for the claim I already received reimbursement for or the one that was still in dispute? I was transferred to the Resolution Team and spoke with XXXX. In speaking with XXXX, she determined that the second claim, XXXX, had been cancelled. XXXX emailed another division ( Regulatory/Regulation? ) asking why it was cancelled and expressed to me that they probably thought it was a duplicate claim. She said that she would call me back the next day and if I don't hear from her to call her back. 

I did not receive a call the next day, which was Thursday, and then I called on Friday. XXXX was not available and the Resolution Team member emailed XXXX but did not receive a response. I called again on Wednesday, XX/XX/XXXX, one week from receiving the letter and asked for XXXX again. The team member I spoke to this day emailed XXXX again and XXXX responded that she has not heard back. 

I called again on Friday, XX/XX/XXXX and again another team member I spoke with emailed XXXX and again XXXX 's response was that she had not heard from " them ''. 

In summary, I expect Claim # : XXXX to be reinstated and resolved and the money that was allowed to be taken from my account be returned to me by the end of today. If this situation is not resolved by the end of today, I will have no alternative but to take additional action by contacting the Consumer Financial Protection Bureau ( CFPB ), the Office of the Comptroller of the Currency ( OCC ) and the State Attorney General / State Banking Regulator.

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