Consumer complaint received 2023-11-06 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: IL

Complaint narrative:
This is the response to my issue with this bank : BMO Harris Bank N.A . ( the " Bank '' ) is in receipt of your complaint filed with the Consumer Financial Protection Bureau ( " CFPB '' ) on XX/XX/XXXX. We appreciate the opportunity to provide additional information regarding your concernsIn your complaint you allege that there was unauthorized activity on your account in XXXX because of your online banking being compromised. You would like the Bank to review this matter and refund you any money that you may have had before that unauthorized activity occurred.

BMO Harris Bank takes all customer concerns seriously and has conducted a thorough review of this matterWe are committed to serving our customers in a fair and ethical manner in accordance with all applicable laws and regulations. In response, we provide the following : Our records show that on XX/XX/XXXX, there were two checks deposited via mobile banking totaling {$1600.00} ( $ XXXX {$820.00} {$1600.00} ) to your account number ending in XXXX. On XX/XX/XXXX, there was a Person To Person transfer in the amount of {$1000.00}. The checks previously mentioned that were deposited on XX/XX/XXXX were returned unpaid on XX/XX/XXXX. As a result of the checks being returned unpaid, {$1600.00} was debited from your accountThis left your account overdrawn by {$980.00}. 

The Bank was unable to locate any records of you contacting us to report that there was unauthorized access or activity with your Online Banking that occurred back in XXXX. The BMO Harris Handbook, Section II, 5 ( F ) that was given to you at the time of account When this happened, and my account was locked due to security breach I called BMO Harris Bank many times. I spoke to an agent that says they couldnt help me into my account until after the pending charges were cleared and that had in no way helped me, as a consumer, a customerget back into their account. This was the reason I had no idea what had happened because I called and could not log into the app and I called and I was basically told I could not do anything about this. I had always used my account responsibly and then this happeningmakes no sense as to why the bank says there is no record of me contacting you when I assure you I spoke to a representative that same day. Immediately actually. And then several times after. I would advise the bank to look into the checks depositing and how they were able to do that? And to whom and when did this even happen because I know my account was closed due to this and my funds, yea my balance has been taken over by the bank since. The bank has failed to do the following, and that is to make this right from the stand point of any consumer. 

I urgently require a swift and decisive response regarding my money, as the bank clearly breached their own time constraints when my mobile app was unexpectedly locked due to suspicious activity. They failed to provide me with any information about the situation or facilitate the deposit of a check through Person to Person transfer. I am left wondering where the check has gone, and why theres no record of my calls with their agent regarding this issue. Ive made several attempts to address this, and its evident that there was a significant lapse on their part. I implore you to respond promptly and work towards a resolution without further delay.

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