Consumer complaint received 2018-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: BMO BANK NATIONAL ASSOCIATION
State: TX

Complaint narrative:
complaint : ( 1 ) refuse to close my account despite multiple requests to close the account in order to charge more fees ( 2 ) refuse to address customer 's concerns under the disguise that they could not " verify '' the customer due to use of unreasonable questionaire.

On XX/XX/XXXX afternoon, multiple " phone calls '' and " internet chats '' were made to inform you that IRS had fraudulently tried to cash a check of {$28000.00} after I had paid IRS the same amount online. You refused to listen to my concerns. Instead, you illegally charged me {$36.00} " NSF fee ''. Over the phone, your first " bank teller '' asked me some ID questions and then proceeded to ask me detail about my account activities. I told her that I do not remember my account activities and I did not have access to a computer to know the account activity. That bank teller then told me I " fail '' the identification test and I must " email '' her my driver license before she can talk to me again. I told her I can not send her my confidential driver license information using email because the risks of identity theft. I told her that she can verify my identity using other questions. I then asked to speak to a supervisor. After more than 1 hour of waiting, the supervisor told me the same thing. Unless I emailed the bank teller my driver license or come to a local branch to show my ID, I can not access my account. I told her I live in Texas and can not come in to a branch. I told her I had something very urgent I need her help and she can ask me other ID questions. The supervisor told me I either " comply '' with her demand or she can not help. I asked to speak to her supervisor and she said the second-line supervisor is not available but will call me. I then called several more times and were told my account is " locked '' until I sent the bank teller my driver license using email. But I was able to login to my account and attempted to " chat ''. The " chat '' person told me I have to " call ''. I told the " chat '' person they " lock '' my account. She/he then told me I had to " call '' again or come into the branch. After several " chats '' with different people, it went nowhere. The next day, no " supervisor '' ever called me. 

To protect my money, I ACH my remaining balance out. On XX/XX/XXXX, I sent you a message using your electronic mail system when I login ( see attached ). I demand you stop all transactions and close my account. The next day, you replied and said you can not help but I can do it by " chat '' " call '' or " at a branch ''. I had tried all above methods except walk-in and everyone had refused to address my problems. Instead, You continued to pile up more " fees '' despite knowing my demand to close my account and stop harassing me. 

On XX/XX/XXXX, I made my final request to demand you close my account and stop charging me illegal fees ( see attached ). Again, this fell on deaf ears. On XX/XX/XXXX, I received a " demand '' letter saying I " overdrawn '' my account and owed you {$100.00}. Again, the account is closed and I don't owe you any money.

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