Consumer complaint received 2024-06-11 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: WI

Complaint narrative:
On Saturday, XX/XX/year>, my fianc and I had an appointment with XXXX XXXX at XXXX XXXX  to open a savings and checking account. We took the required documents, which XXXX had previously conveyed, to our appointment. I took my passport and driver 's license. My fianc took his passport and bank card from a different bank. I was pre-approved for a BMO credit card, which I declined. XXXX ran my information through the XXXX XXXX, with no returned flags. My fianc and I deposited {$50.00} cash into our savings account and {$50.00} cash into our checking account. We declined the need to order personal checks. We concluded the meeting by leaving the appointment with our individual debit cards, which XXXX helped us set up, and our receipt. My fianc and I had not done any additional transactions to date. 

On Monday, XX/XX/year> at XXXX pm, I received a phone call from a man who identified himself as XXXX. XXXX called from XXXX. XXXX said he was calling from BMO 's fraud department. He said he was conducting a " file review, '' and needed to know if I had recently opened an account with BMO. I told him if he was truly calling from BMO, he would know the answer to that question. I told him that I was not comfortable answering any questions about my personal information. He said he needed to verify my identity to rule out that the account hadn't been established with stolen identity. I then asked him for the phone number to BMO 's fraud department. He provided me with BMO 's customer service department who was not able to tell me anything. I was ultimately transferred to XXXX who demanded that I send them a copy of my social security card and ID. I explained that I was not sharing that information as I didn't know why they even needed it. XXXX proceeded to tell me that if I didn't provide the information, BMO would be closing my accounts. I asked her how long that would take as I was ready to close the account due to the handling of the situation. She told me it would take " several weeks. '' I then told her that I would be contacting the local branch. 

My fianc and I tried to move our money out of BMO via XXXX, but we were not able to. Please keep in mind that neither of us had received an email or letter informing us that our account had been frozen and we did not have access to our funds. At exactly XXXX XXXX  on XXXX  XX/XX/XXXX, while I was asleep, I received a text message from BMO telling me that my checking account balance had fallen below the {$10.00} threshold that I had set up. At XXXX XXXX  on XXXX, the XXXX, I received a text message telling me that my savings account balance had fallen below the {$10.00} threshold. When I awoke, my fianc and I logged in with separate log-in credentials to see what was going on. We were able to see that our savings and checking had a {$0.00} balance. At this point, I am concerned if someone had stolen our money. 

I went to the XXXX branch and explained to the branch manager why I was there. She had me meet with a banker by the name of XXXX XXXX. XXXX called the fraud department to let them know I was in the bank, with my documents, and wanted to know what was going on and if I could close my account after they verified my documents and identity. XXXX was told by XXXX that because the phone number and email address that I put on my application did not match the verification system they use, I needed to give them a copy of my social security card. When I asked if the {$100.00} was in our account, he told me it was ; however, as the account holder, I was not able to see the funds. 

I spoke with XXXX and explained to her that because my information had been compromised in a few commercial data breaches, I would not be providing anyone with a copy of my social security card. I further explained that I would be more than willing to show a representative or the manager of the bank all of the documents I brought in, but I was not going to allow anyone to make any copies of my personal documents. She said that would not be sufficient. I then told XXXX that I wanted a copy of their policy and procedures detailing how they are to handle matters such as mine. She said she did not have the policy but would let XXXX XXXX know that I had requested it. I asked for an email address where I can send my written request for this information ; she provided it to me. 

I was curious to know why they didn't ask for a copy of my phone bill if it was my phone number that was in question. Lastly, people often have multiple email addresses, last time I checked it was not a crime to have different email addresses in a lifetime, certainly not sufficient to lock someone out of their account, prevent them from closing their account, and withholding their cash deposit.

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