Consumer complaint received 2021-08-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BMO BANK NATIONAL ASSOCIATION
State: WI

Complaint narrative:
On XX/XX/XXXX I noticed SEVERAL unauthorized transactions in my banking account. Some went thru ; others were pending : Posted to the account : - {$51.00} on XXXX XXXX XXXX - {$110.00} on XXXX XXXX Pending to the account : - {$36.00} on XXXX XXXX XXXX  - {$130.00} on XXXX XXXX XXXX XXXX {$57.00} on XXXX XXXX XXXX Since then, the 'pending transactions have now posted to my account ; bring the total amount of charges to {$290.00}. With an additional pending of {$51.00} [ XXXX XXXX ] that keeps having a date change. I have since stopped all direct deposits into that account ; and moved the remaining money out of the account to protect myself from future funds being taken out against my authorization. 


When this occurred, I immediately reached out to BMO Harris via XXXX and got caught in a phone tree that took me over 10 minutes to reach a person. I was then told that I had to go into a branch office to dispute and file a report. The branch office nearest me didn't open until XXXX CST ; so, I had to wait until they opened to file a report and get this taken care of. 

Once there, while filing a report ; I was told that it would take 7-10 days to investigate and that they were canceled my debit card [ as transactions were posted using my debit card ] ; and issued a new one. My debit card was in my possession the entire time. The card was canceled ; and I was given a new one. A complaint was filed ; and I was told that should there be any more pending transactions ; that I could call in the dispute and add it to my claim. During this process, I was also 'sold ' a credit card. That is the last thing on my mind at that point to open a credit card. 

Since then, the pending transactions on XX/XX/XXXX were posted to my account ; and there is another pending transaction that keeps having a date change. I called the number on XX/XX/XXXX and was told that I would have to go into a branch to report ; that they couldn't add it to my claim on the phone. I was also told that the card ; which was supposed to be canceled effective XX/XX/XXXX ; actually, wasnt canceled until XX/XX/XXXX ; a full DAY after I had requested it be canceled. 

I repeatedly asked to be connected to a fraud department and I was told that there was no way to do so. That there is a process, and I must wait for them to reach out to me ; that there is no way to speak to someone about my case. I was repeatedly told I would have to go into a branch to report this additional pending claim which is the opposite of what I was told when there in person the day before. I then tried calling my BMO branch and requested to speak with a manager. I was either disconnected or hung up on. 

At that point ; I opted to send an email to the banker that I opened my account with ; as I also had a question about when I would receive the bonus for opening an account with them having a certain amount of direct deposits in 90 days. I had asked this in person ; and was told I had to talk to the person that opened my account as they couldnt answer that for me. This email was on XX/XX/XXXX and I have yet to receive a response either phone call or email. 

I shouldnt be surprised as opening an account was a complete joke ; as well as making sure I get correct debit cards. I also have a join account ; and wanted to make sure that one account debit card would have my First and Last Name and the other account would have my First Name, Middle Initial and Last Name ; so that I would have a way to differentiate between the two accounts. Imagine my surprise when I received one card that had my first name and middle initial. That doesnt work. It took quite some time to get straightened out. 

The BMO Harris phone number is a complete joke to be able to have your questions or concerns addressed. There has been zero contact or follow up from my initial claim ; and it appears that if I want to add notes or make changes ; I must go into a banking branch to deal with this. Which places no faith in the system ; because it has been such a mess to begin with. 

To say that I am unhappy customer ; and feel that this process shouldnt be this difficult is an understatement. I do not feel protected as a customer and feel that I am just throwing things to see what sticks to fix the current situation.

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