Consumer complaint received 2024-03-25 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: BMO BANK NATIONAL ASSOCIATION
State: TN

Complaint narrative:
Got the loan in XXXX with BMO Harris. I was only able to make one online payment after that occurred I was unable to make payments via the BMO mobile app this resulted in my having to call customer service. 

When I had called to make a payment prior to the veil being due back in XXXX they over changed me. My normal {$460.00} now dubbed. I call them and ask why they took XXXX payments. They didn't have a reason but said it would apply to my next bill due. 

Really putting me in a tight spot. The next month comes and bill would normally be due. They said it was due even after telling me because they took more than they should it would have applied. I told them I didn't have it because they had already took it. They then put me in collections. I have up enough to make that month that was " due '' and they next month coming due. I called ( because I can't get into my appt even after trying to get that resolved with no success ) to make use they have received the now XXXX payments. I called every day for a week back in XXXX. They have received it. XXXX they send me a letter ( only XXXX I have ever received ) stating repossession letter if car isn't paid. I called them upset because I paid a total of {$980.00}. The letter is now saying {$1400.00} and to be paid in 30 days?! 

I then take out a loan with them only apologizing for the inconvenience but not giving me an answer to how and why if I did pay and confirm emails. I pay it and hope that they would call me back with the manger ( manger never emailed or called after being told they would ) Months pass and it's a headache paying. It is paid. Some how not paid, I pay over the phone : they put the wrong information in making my payment then late, I pay : then they did they never got payment.. over and over problem after problems. 

XXXX I'm home XXXX with the XXXX Go to go outside to go to the XXXX and my car is done. I call BMO Harris. They said, ' no it wasn't us, you're not even in collections so there is no reason for us to take your car '. 

I call the police and they clarify that my car has not been stolen. I call the bank back after going back and forth for XXXX hours I find out they did repossess my car after making car payments, no later, no email, nobody told me anything was wrong with my account even after asking if everything looked okay. My car was gone with simply no explanation. Everyone refused to talk to me because it was now ( in the repossession department and I had to talk to them ) after talking to them I had to then come up with over XXXX to get my car back for a " missed payment back in XXXX!? ". 

I got my car back now XX/XX/XXXX with the same problems as beginning. I made a payment with proof they took the money out of my account earlier at that and yet they threw me back in collections and is going to re-take my car if payments aren't paid. I can't pay them enough. I no longer even want this car or to deal with his bank. This bank every month falsely reports to the credit bureau about my on-time payments. I now have to hire someone every month to constantly remove them from my credit because they're always inaccurate. 

I'm waiting to be out of a vehicle with a child with XXXX XXXX.. Once again.

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