Consumer complaint received 2024-10-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: BMO BANK NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
XXXX Sent email to XXXX XXXX XXXX advising that we received notice that our personal info had been breached and requested that they put a Passcode on our mortgage account. 
XXXX Received confirmation email and that they would process my request as soon as possible. 
XXXX Sent a follow up email to XXXXXXXX XXXX XXXXXXXX to see if the Passcode had been setup yet or if they were still working on it. 
XXXX Received confirmation email that they received the XXXX email and that they would process my request as soon as possible. 
XXXX I contacted my XXXX XXXXXXXX XXXX  representative for assistance in seeing if the Passcode had been attached to our mortgage account. 
XXXX XXXX XXXXXXXX XXXX  emailed the mortgage service group to advise that I requested a Passcode be assigned to our account due to the identity breach. 
BMO mortgaging sent me XXXX letters, dated XXXX and XXXX, confirming receipt of my inquiry and that they are reviewing our account. The letter also stated that they would make every effort to provide a response to the inquiry as promptly as possible and within the time limit required by law. 
XXXX My XXXX XXXXXXXX XXXX  rep advised that she finally heard back from the mortgage team regarding adding a Passcode to our account. XXXX XXXX, of XXXX XXXX XXXXXXXX, told her that to add a security password to the loan they would need a request signed by all parties on the loan. 
XXXX I secure emailed the required form to our XXXX XXXX  representative for forwarding to XXXX XXXX and his team. 
XXXX I sent a follow up email to XXXX employees of the mortgage servicing area asking for a status of my request given that my request for a passcode was initiated XXXX weeks ago. 
XXXX I forwarded my XXXX -- XXXX email to the same recipients and asked if I could get an update before they left for the weekend. 
XXXX My XXXX XXXXXXXX XXXX representative sent an email advising that the last email she received from the mortgaging servicing group was on XXXX and said that the request had been received and was being processed. The XXXX XXXXXXXX XXXX rep sent an email to XXXX XXXX to see if he had an update. 
XXXX I called the XXXX line that is listed on the XXXX and XXXX letters. After XXXX minutes on the phone with a mortgage service rep and a supervisor, I was told that there are work orders dated XXXX and XXXX, which expire on XX/XX/XXXX. I was told that I should give them XXXX days to respond to the email the rep sent to the Research Department . The rep confirmed that she copied XXXX XXXX on said email. I then asked to speak to a supervisor. I spoke to XXXX, whose initials are XXXX. He would not provide me his last name. XXXX advised that they have to send the CFPB the request for a passcode for our mortgage account and that the CFPB must clear the request. XXXX then stated that the Passcode will be assigned to our mortgage account by XX/XX/XXXX.

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