Consumer complaint received 2020-04-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
Disputed XXXX Payment XX/XX/XXXX I requested to send {$150.00} to receiver through my BMO Harris mobile app that didn't go through but was place on hold. 
I received an email immediately after from BMO Harris and within the email, attached, I was advised to call immediately to verify my identity so that my funds could be released. After waiting on hold for 30 minutes a representative came on the line & advised that the department that is able to release the hold on my XXXX payment wasn't in. I advised the rep that I wanted a supervisor/manager to call me about the email I received advising me to call immediately only to find out the department was not in. No one called. 

XX/XX/XXXX I was at work and late morning I received an email, attached, advising that my funds had been released to receiver. I never spoke to the department that was suppose to verify my identity and within the email I had received from BMO Harris on XX/XX/XXXX, attached, it stated that my payment would not be released and would be cancelled if I didn't speak to the department that was not in on XX/XX/XXXX. 
I called BMO Harris and was told that nothing could be done. I asked for a supervisor/manager to call me & advised the rep at BMO that I was at work till XXXX XXXX  that day but on XX/XX/XXXX I was off and could accept a call at any time. At XXXX XXXX  I received a call, but couldn't answer as I was at work, and the rep from BMO Harris XXXX left a message stating that she would call me in the morning on XX/XX/XXXX. 

XX/XX/XXXX Around XXXX XXXX  I still had not received a call from BMO Harris rep XXXX and called BMO Harris. I spoke with a rep named XXXX who advised that he was messaging XXXX and she would give me a call but she never did. 

XX/XX/XXXX I called BMO Harris around XXXX XXXX  and spoke to a supervisor/manager XXXX who told me that once a XXXX payment had been initiated it could not be cancelled. XXXX was the first rep that ever mentioned this. I asked XXXX then if it could not be cancelled how could I get an email saying if I didn't call to verify my identity that my payment would be cancelled? XXXX said she'd look into everything and call me back on Friday XX/XX/XXXX. I explained to XXXX that I worked XXXX and would not be able to answer the phone during those hours so I needed her to call me before XXXX XXXX. 

XX/XX/XXXX XXXX from BMO Harris never called before XXXX XXXX. Instead she called around XXXX XXXX  and was shocked that I answered the phone. 
XXXX advised that there wasn't anything that could be done. I told XXXX I wanted someone above her to call me on XX/XX/XXXX as this was my day off and could take the call any time that day. 

XX/XX/XXXX I received a call around XXXX XXXX from a rep XXXX who said that he was advised to call me before XXXX. I asked XXXX how he got that information because I had said that I could accept a call any time that day. There is no communication within BMO Harris ; not with there customers and not within their organization. XXXX told me that the first rep that I spoke with on XX/XX/XXXX could not give me all the information about my account because it had to do with the XXXX portion of my account and that department was not in that day. I asked XXXX how it could possibly be that a representative from BMO Harris is not able to give their customers all the necessary information pertaining to their account ; their money, in order for BMO Harris 's customers to be able to make sound decisions about their money that they work for? So basically BMO Harris doesn't think it's necessery to give their customers all the pertinant information about their account so that they can make sound decisions about their finances. I told XXXX I wanted someone above him to call me about this because this does not seem right. 
XXXX told me that someone would give me a call by week 's end, XX/XX/XXXX XX/XX/XXXX I hadn't heard from anyone from BMO Harris and decided to go into the XXXX, IL location. I worked with a banker, XXXX, who said she was going to file an internal complaint about what was happening with the lack of communication about my situation and played the message I had save from XXXX from XX/XX/XXXX stating she'd call me the morning of XX/XX/XXXX. 

XX/XX/XXXX No one from BMO Harris had called so I reached back out to XXXX by phone and she said no one had responded to her about the internal complaint but she would follow-up. 

XX/XX/XXXX No one from BMO Harris has called. I called XXXX at the XXXX, IL BMO Harris location and she told me there was no response. What is going on? No one from BMO Harris cares that their customer is out {$150.00} of their hard earned money. XXXX asked if I would like to have her manager, XXXX, give me a call. I said yes and setup a time for XXXX to call me on XX/XX/XXXX at XXXX XXXX. 

XX/XX/XXXX XXXX from BMO Harris calls at XXXX to hear my horror story. XXXX advises that she's going to look into everything and will get back to me the following week XX/XX/XXXX XXXX calls and leaves a message advising that she knows I'm at work and can not answer but she just wanted to follow-up and would not be in on my day off, XX/XX/XXXX but would reach out to me on XX/XX/XXXX The reason I'm filing my claim is because I have no faith in XXXX resolving my situation and getting me my hard earned {$150.00} that was not suppose to be sent. The lack of communication that BMO Harris has with their customers and within their organization is astounding. BMO Harris doesn't care what they tell their customers and that they don't think it's important to give their customers all the important information about their account in order for their customers to make sound decisions about their hard earned money. 

Disputed unauthorized charges made on my BMO Harris Debit Card XX/XX/XXXX I looked at my BMO Harris mobile app and noticed there was a pending charge from XXXX XXXX. I had never heard of this place, let alone done any business with them. Knowing that BMO Harris Bank can not do anything with pending charges I called XXXX XXXX to find out why there was a pending charge on my debit card. XXXX XXXX had all my information but the email they had on file did not match the only email that I have used since the XXXX 's XXXX. XXXX XXXX reversed the charge and credited me back the money. Because of this pending charge on my account and it had just been the XXXX  season I took a look back through my banking transactions and noticed that there were several charges that were not made by me and being that I don't give my debit card out to anyone I called BMO Harris to dispute the transactions that I did not make, which I have attached the denial letters from BMO Harris. 

XX/XX/XXXX I received emails containing PDFs, attached, denying my claims. 

XX/XX/XXXX I called into BMO Harris to dispute my denial letters pertaining to my disputed charges. Spoke with a rep who advised me to send an email & advised me of what to write within the email, attached, while I was on the phone with the rep. 

XX/XX/XXXX I had not heard anything from BMO Harris pertaining to my disputed charges. I went into the BMO Harris branch in XXXX, IL & worked with a banker named XXXX. I wrote a statement disputing my charges again because it didn't appear to XXXX that my email I sent on XX/XX/XXXX had been received. XXXX faxed my denial letter. 

XX/XX/XXXX I called the BMO Harris XXXX, IL branch and spoke with XXXX inquiring about when I was going to hear about my disputing the denial letter that I faxed on XX/XX/XXXX. XXXX advised that my claim was again denied but that BMO Harris does NOT have to reach out to the customer. So basically the customer has no idea what is going on with their claim. BMO Harris 's customers are just suppose to sit in limbo wondering what is going on with their claim. How could this be? A BMO Harris customer reaches out for help and BMO Harris doesn't bother to respond on the status. And not only that they flat out tell you that they are not going to let their customers know what is going on and that is somehow just suppose to be ok. 

XX/XX/XXXX I called BMO Harris in XXXX, IL to find out what else I can do in order to get my disputed charges claim reviewed again. I have proof that on the dates of the disputed charges that I was at work, and as we all know no one can be in two places at once. XXXX asks if I would like to speak with her manager, XXXX, and a call is scheduled with XXXX for XX/XX/XXXX at XXXX XXXX  XX/XX/XXXX XXXX from BMO Harris calls at XXXX to hear my horror story. XXXX advises that she's going to look into everything and will get back to me the following week XX/XX/XXXX XXXX calls and leaves a message advising that she knows I'm at work and can not answer but she just wanted to follow-up and would not be in on my day off, XX/XX/XXXX but would reach out to me on XX/XX/XXXX The reason I'm filing my claim is because I have no faith in XXXX resolving my situation and getting me my hard earned {$160.00} & {$16.00} that was charged to my debit card by someone else and not me. {$53.00} of my disputed charges was for an online retailer XXXX XXXX & I was given a provisional credit that was then reversed. The lack of communication that BMO Harris has with their customers and within their organization is astounding.

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