Consumer complaint received 2025-09-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On or about XX/XX/year> I called the XXXX hour Customer Service toll free number XXXX, I informed the credit card customer service agent that I wanted to be issued a full refund of my {$25.00} XXXX XXXX as of XX/XX/year>. I was informed by the customer service agent that I would be issued a check in the amount of {$25.00} and during this conversation, I made sure to confirm with the customer service agent my residence and mailing address. 

I waited for my credit balance refund check of {$25.00} from BMO Bank N.A . to arrive in the mail, but it never came. On XX/XX/year> I called the toll free XXXX because on this date, I still did not receive a credit balance refund check in the amount of {$25.00} in the mail check from BMO Bank N.A . I was informed by a customer service agent that the refund check was issued and mailed to the address BMO Bank N.A . had on file for me. On XX/XX/year> I informed the customer service agent that I still have not received any refund check from BMO Bank N.A . During the XX/XX/year> conversation I had with the BMO Bank N.A . I was informed by the customer service agent that I will receive in the mail a letter from BMO Bank N.A . including a XXXX XXXX form for the check that BMO Bank N.A . claims to have issued and mailed out to my residence sometime after my XX/XX/year> request for a full refund of my credit balance of {$25.00} to my credit card account ending XXXX. I was informed by the customer service agent, to fill out the requested fields in the Stop Payment Form : Declaration of Loss Affidavit and Indemnity Agreement, and have it notarized by a Notary Public. 

On XX/XX/year> I received in the mail correspondence from BMO Bank N.A . XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, which included a letter with instructions to perform a Stop Payment on the credit balance refund request to my BMO Cash Back Credit Card Ending : XXXX. 

I noticed on the Stop Payment form or Declaration of Loss Affidavit and Indemnity Agreement that the refund check of {$25.00} which BMO Bank N.A . claims to have issued to me and mailed out is referenced as XXXX # : XXXX, which I have never received in the XXXX mail. I have been instructed in this letter dated XX/XX/year>, regarding the Stop Payment form, with the following : Once the form has been completed in its entirety, it can be returned form has been completed in its entirety, it can be returned to any XXXX Bank branch location or mailed to : BMO Bank N.A . 
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX If you have any questions, please contact us at XXXX I followed the instructions provided to me in the correspondence from BMO Bank N.A . I was instructed to fill out the Stop Payment form which I did, and since I had to get the Stop Payment form notarized, my husband, a former BMO Bank employee, helped me to locate a BMO Bank N.A . that would be willing to notarize the Stop Payment form. 

There is a BMO Bank N.A . located at XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXXXXXX that is XXXX miles from my residence here in XXXX XXXX, but when we requested to have the BMO Bank Stop Payment form notarized by this branch, we were informed that they do not have a notary public. 

We tried the BMO Bank located at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX miles from my residence, but when we requested to have the BMO Bank Stop Payment form notarized by this branch, we were informed they do not have a notary public. 

We tried the BMO Bank located at XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX miles from my residence, but when we requested to have the BMO Bank Stop Payment form notarized by this branch, we were informed they do not have a notary public. 

Finally, we were fortunate to locate a BMO Bank N.A . which had a notary public and was willing to notarize my Stop Payment form, located at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Phone XXXX The driving commute one way, from my residence here in XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX miles. 


On XX/XX/year> a few minutes after XXXX XXXX   my husband and I arrived at BMO Bank located in XXXX, XXXX. I made it to the scheduled appointment I had with the BMO Relationship Banker Manager and Notary Public, his name is XXXX XXXX, XXXX XXXX XXXX # XXXX. XXXX XXXX reviewed the XXXX XXXX form and the letter dated XXXX sent to me from BMO Bank N.A . I provided XXXX XXXX with my current XXXX XXXX XXXX  Department of Motor Vehicles Driver 's License Identification, XXXX XXXX took a fingerprint of my right thumb, and I raised my right hand and swore to XXXX XXXX, on XX/XX/year> that I am ( XXXX XXXX  ). My husband and I sat across XXXX XXXX 's desk as he assisted me on XX/XX/year>, it took about XXXX minutes for XXXX XXXX to look over the BMO Bank N.A . documents I presented to him, and for XXXX XXXX to generate, according to him, a compliant and an up to date notary public certificate document, on which he wrote Declaration of Loss Affidavit and Indemnity Agreement and XXXX XXXX wrote XX/XX/year> on the top portion of the certificate, he filled/wrote out XXXX XXXX , indicating which County in the State of California. Furthermore, XXXX XXXX filled out and wrote XXXX day of XXXX, XXXX  by ( XXXX XXXX ), proved to me on the basis of satisfactory evidence to the person who appeared before me. XXXX XXXX stamped the document with his assigned XXXX XXXX stamp, and signed his name on the notary public certificate he generated. 
I followed the instructions provided to me by BMO Bank N. A. in the letter the BMO Bank N.A . generated and mailed out to my residence in XXXX XXXX. I completed the form in its entirety, on XX/XX/year> I presented the forms to BMO Relationship XXXX XXXX XXXX, to have him notarize the Declaration of Loss Affidavit and Indemnity Agreement for Instrument # XXXX on my behalf and after XXXX XXXX notarized the forms and he gave me copies of the original documents. I left the original notarized documents with XXXX XXXX, who I entrusted to mail out the originals of these notarized forms to BMO Bank XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX I have been waiting to this day, XX/XX/year>, to receive my {$25.00} credit balance refund check in regards to my BMO Cash Back Credit Carding - ending XXXX from a BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. On XX/XX/year> when I still did not receive my credit balance refund check, I decided to reach out to BMO Bank N.A . XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX by calling XXXX, I was hoping to speak with XXXX XXXX to ask him, if he did email a copy of the forms he notarized on my behalf to the BMO Credit Card Department and if he did mail out the original hard copies of Stop Payment form or Declaration of Loss Affidavit and Indemnity Agreement regarding Instrument # XXXX, dated XXXX by BMO Bank N.A . Credit Card Department. 
I was able to speak to someone from BMO Bank XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX, and I was informed that XXXX XXXX was off on XX/XX/year> but that he would be back to work on XX/XX/year>, I was instructed to leave my name and number so that XXXX XXXX could call me back. 

During my conversation with the person whom I was leaving a message with at BMO Bank XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX on XX/XX/year>, I asked this person if he happened to know, or would he be able to find out, if XXXX XXXX, was able to email the and mail out the originals of the forms XXXX XXXX had notarized for me on the late morning of XX/XX/year>, the male individual told me that he did not have access to those forms which XXXX XXXX notarized on my behalf. 

The next day, XX/XX/year>, I anticipated a call back from XXXX XXXX, since the previous day, XX/XX/year>, I left a message, my name and telephone number with another employee at BMO Bank XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, but I have never received a call back from XXXX XXXX to this day. I called the BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX by calling the number to the BMO Bank N.A . XXXX XXXX, a few times on XX/XX/XXXX and XX/XX/year>, but the phone just kept ringing and ringing, no one picked up the phone. On XX/XX/year> I decided to call BMO Bank N.A, customer service number XXXX, to speak to a credit card customer service agent, and was able to speak with a customer service agent named XXXX. I expressed to XXXX about not receiving a refund check for my credit balance and how I followed the instructions in the letter sent to me from BMO Bank XXXX. XXXX XXXX XXXX XXXX, IL XXXX, regarding the Stop Payment Form - for Instrument # XXXX. Moreover, I informed XXXX about my appointment with XXXX XXXX at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/year>. Furthermore, I informed XXXX with information from the copies of the original documents provided to me by XXXX XXXX on XX/XX/year>, including XXXX XXXX 's XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX included on the copy of the Notary Public certificate which XXXX XXXX generated, filled out, stamped, and dated and signed on XX/XX/year>. XXXX customer service agent XXXX, was able to confirm to me that XXXX XXXX is listed as a BMO Bank N.A . employee at XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX. After I informed XXXX, that XXXX XXXX was the BMO Bank N.A . Relationship Manager Banker who assisted me, on XX/XX/year>, who notarized my Declaration of Loss Affidavit and Indemnity Agreement, I asked XXXX if the BMO Credit Card department received the originals which I left with XXXX XXXX on XX/XX/year> and whom I entrusted to mail out to BMO Bank XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, the forms he notarized regarding the Stop Payment Form - for Instrument # XXXX. According to BMO Bank customer service agent XXXX, he could not find the forms which XXXX XXXX was supposed to mail out to them, and XXXX could not locate emailed documents from XXXX XXXX regarding the notarized Stop Payment Form - for Instrument # XXXX. 

During my conversation with XXXX, he placed the call with me on hold while he attempted to call the BMO Bank N.A XXXX XXXX XXXX XXXX XXXX XXXX XXXX. In addition, XXXX attempted to connect with XXXX XXXX on XX/XX/year> via XXXX, to confirm with XXXX XXXX if he assisted me regarding having notarized Stop Payment Form - for Instrument # XXXX on my behalf. My conversation with BMO customer service agent XXXX was over XXXX minutes, as XXXX attempted to connect with XXXX XXXX at BMO Bank XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX via telephone and via XXXX. It was around XXXX XXXX  on XX/XX/year> when BMO customer service agent XXXX, informed me that he was waiting for XXXX XXXX to respond to the XXXX  instant messaging he sent to XXXX XXXX, and I was reassured by XXXX that after he connects and confirm with XXXX XXXX, XXXX would get back to me via my landline telephone number, or email me at XXXX XXXXXXXX on XX/XX/year> or perhaps the next day, after connecting with XXXX XXXX. 

On XX/XX/year> I was hoping that a voicemail message from BMO customer service agent XXXX would have been left on my landline voicemail telephone number or an email from XXXX was sent to my email address - m....... gmail.com, but to this day XX/XX/year>, I have not received a call back from XXXX XXXX nor from XXXX XXXX XXXX voicemail messages left on my landline number, a number which BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX has on file, which I provided to BMO customer service agent XXXX, during my conversation with him on XX/XX/year>. 
On XX/XX/year> I tried to connect with XXXX XXXX by calling 3 times the phone number XXXX to his place of employment at BMO Bank XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, each time I called the phone just kept ringing and ringing, nobody answered the phone. 
I tried to connect with XXXX XXXX this past XX/XX/year> by calling BMO Bank XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX, phone number XXXX but phone just kept ringing and ringing, no one from the branch picked up the phone call, finally I followed the prompts I tried to reach XXXX XXXX via the telephone directory using his name, but the system would not connect me to XXXX XXXX. 

On the same day, XX/XX/year> around XXXX XXXX  I decided to call XXXX phone number to BMO Bank XXXX. XXXX XXXX XXXX XXXX XXXX XXXXXXXX, hoping to be able to reconnect with BMO customer service agent XXXX. Unfortunately, I was not able to connect with XXXX, instead on XX/XX/year> I was connected to a BMO customer service agent, who identified herself to me as XXXX. I informed XXXX of my endeavor to receive what is owed to me a refund check for my credit balance of {$25.00} as of XXXX XXXX for my credit card ending XXXX. XXXX was able to retrieve notes of the phone call conversation I had with BMO customer service agent XXXX, on XX/XX/year>. I informed XXXX of my appointment with XXXX XXXX at BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX on XX/XX/year>. I informed XXXX that during my conversation with BMO customer service agent, XXXX, on XX/XX/year> that he tried to connect with BMO Relationship XXXX XXXX XXXX via telephone and via XXXX  instant message but while I was speaking to XXXX, he was not able to connect with XXXX XXXX on that day. I informed XXXX, that I was reassured by BMO customer service agent, XXXX, that he was going to call me back or leave a message on my landline number XXXX or at least an email me a message at m XXXX after XXXX was able to connect with BMO Relationship XXXX XXXX XXXX, employed at BMO Bank XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX, but to this day XX/XX/year> I have not received any call back nor message from BMO customer service agent, XXXX nor from BMO Relationship XXXX XXXX XXXX. On XX/XX/year> during my phone conversation with BMO Bank customer agent, XXXX, she placed me on hold, in order to reach out to XXXX XXXX at BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. After placing me on hold, BMO customer agent XXXX, informed me she was able to connect with XXXX XXXX, and was informed by XXXX XXXX, that he thinks he did mail out the original documents regarding my Stop Payment form or Declaration of Loss Affidavit and Indemnity Agreement which he notarized, and XXXX XXXX did scan the the documents to a BMO database or server. 

However, I was informed by BMO customer service agent XXXX that the server or database into which XXXX XXXX used to scan and upload the Stop Payment forms he notarized on my behalf, does not connect with the database or server which the BMO Credit Card Department. Additionally, XXXX informed me that the BMO credit card department never received the documents which XXXX XXXX thinks he mailed out after the scheduled XXXX XXXX appointment I had with BMO Relationship XXXX XXXX XXXX on XX/XX/year>. BMO customer service agent XXXX, informed me that it was not my fault that the BMO Credit Card Department did not received the forms XXXX XXXX notarized on my behalf on XX/XX/year> and she does not blame him for scanning the forms into a database or server which does not connect with the database or server to BMO Credit Card Department. Consequently, XXXX informed me that the BMO Bank N.A . will have to mail to me another Stop Payment Form which I would have to fill out and sign and have to take to a Notary Public to get notarized, and then mail out to BMO Bank XXXX. XXXX XXXX XXXXXXXX XXXX XXXXXXXX. 

Immediately, I expressed to XXXX my dissatisfaction that I am required to do all over again what I was instructed to do in a letter dated XXXX, which I have already done as of XX/XX/year>, during my appointment with Relationship Banker XXXX and Notary Public XXXX XXXX at BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, in order to receive what is owed to me a refund to the {$25.00} credit balance to my credit card ending XXXX which was effective XX/XX/year>, which I requested from BMO Bank N.A . on or about XX/XX/year>. 

I expressed to BMO customer service agent XXXX my dissatisfaction with the instructions she provided to my unresolved Case # XXXX, that BMO Bank N. A. will now send me another set of Stop Payment Forms- for Instrument # XXXX, that I will have to fill out the forms, and I am required to have the forms notarized by a Notary Public, this would require me to pay the Notary Public fees, unless I go to a Notary Public at a BMO Bank N.A . here in XXXX, XXXX. During my conversation with BMO customer service agent XXXX, I requested to speak to XXXX 's supervisor. I was placed on hold for over XXXX minutes, then XXXX informed me that she was still waiting for XXXX of the supervisors, I was placed on hold again and after XXXX minutes, I stepped away from the phone call to go to the restroom, when I returned after XXXX minutes, I noticed that the phone call I had with BMO customer service agent XXXX was ended by BMO Bank 's end, when I retrieved the phone and said hello, the phone was dead, as if XXXX hung up on me on the afternoon of XX/XX/year>. 

Around XXXX XXXX  on the same day, XX/XX/year> I once again called the BMO Bank N.A . XXXX customer service, I spoke to BMO customer service agent named XXXX, I informed her about my unresolved Case number # XXXX, that I was waiting on hold for a BMO Credit Card Department Supervisor, but the call hung up on me. Customer service agent XXXX informed me that according to notes on my phone calls to BMO Bank N.A., regarding Case number # XXXX, that a Supervisor was no longer available, that a Supervisor would call me the next day, XX/XX/year>. I asked XXXX if the supervisor can call my landline number, and if she knew when a supervisor from the BMO Bank Credit Department would call me, XXXX told me that supervisors usually call XXXX hours later. Then I requested from XXXX if she can put in the notes for a supervisor to call me the next day around XXXX XXXX. Customer Service XXXX XXXX informed me that the morning is the best time to get a hold of supervisors and that she will indicate in the notes regarding my case for a supervisor to call me the next day around XXXX XXXX. The next day, XX/XX/XXXX. XXXX  I anticipated a call back from a supervisor at BMO Bank N.A . credit card department but I never received a phone call nor has any message been left in the voicemail to my landline telephone number which I left with BMO Bank N.A . customer service agent, XXXX, left with customer service agent, XXXX, customer service agent, XXXX, and left with the individual at BMO Bank N.A . XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, with whom I left my name and phone number and a message to give to BMO Relationship XXXX XXXX XXXX to call me back the next day, XX/XX/year> in regards to the status of original documents XXXX XXXX notarized on my behalf during my appointment with him on XX/XX/year>. 

On XX/XX/year>, I made it to the appointment I had BMO Relationship XXXX XXXX XXXX, to have him notarize the Declaration of Loss Affidavit and XXXX XXXX for Instrument # XXXX. This entailed XXXX miles round trip driving commute from my residence in XXXX XXXX, CA to BMO Bank N.A . XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, a driving commute which took XXXX hours due XXXX miles round trip driving commute and traffic from XXXX XXXX, XXXX  to BMO Bank N.A . XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX and back to XXXX XXXX, XXXX  from XXXX, XXXX. In addition to the time we spent on the XXXX miles driving commute, we spent money on gasoline, the price of gasoline here in XXXX California is over {$4.00} per gallon. I followed the instructions provided to me by BMO Bank N. A. in a letter dated XXXX that BMO Bank N.A . generated and mailed out to my residence in XXXX XXXX. I completed the form in its entirety, on XX/XX/year> I presented the forms to BMO Relationship XXXX XXXX XXXX, to have him notarize the Declaration of Loss Affidavit and XXXX XXXX for Instrument # XXXX on my behalf and after XXXX XXXX notarized the forms and he gave me copies of the original documents. I left the original notarized documents with XXXX XXXX, who I entrusted to mail out the originals of these notarized forms to BMO Bank N.A.XXXX. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. I followed and completed the instructions BMO Bank N.A provided to me in the latter end of a letter dated XXXX they sent me in the XXXX. 

Once the form has been completed in its entirety, it can be returned form has been completed in its entirety, it can be returned to any BMO Bank branch location or mailed to : BMO Bank N.A . 
P.O. XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX If you have any questions, please contact us at XXXX My husband and I have already spent time and money for XXXX miles round trip driving commute from my residence here in XXXX XXXX XXXX XXXX  to BMO Bank N.A . XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX for the appointment I had with BMO Relationship XXXX XXXX XXXX, to have him review the letter I received from BMO Bank N.A . and have him notarize the Declaration of Loss and Affidavit and XXXX XXXX on my behalf. The appointment I had with XXXX XXXX on XX/XX/year> was about XXXX minutes. Despite the time XXXX XXXX spent to review and notarize the forms which BMO Bank N.A . required me to have notarized, because XXXX XXXX did not scan the notarized documents into a database or server that is compatible with the BMO Bank N.A credit card department and he is not sure if he did mail out the original hard copies of the documents he notarized on my behalf on XX/XX/year>. The time and money my husband and I spent, and the time XXXX XXXX spent to process my request on XX/XX/year> have all been for naught. In addition, I have made numerous phone calls to BMO Bank N.A . customer service XXXX phone number and have spoken to a few BMO customer service agents as of XX/XX/year>. 

To this day XX/XX/year> I have not received the official check Instrument # XXXX in the amount {$25.00} for my credit balance for an account ending XXXX, from BMO Bank N.A . XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX. I have XXXX informed delivery emailed to XXXX, in which I receive informed delivery from XXXX via email as to what to expect to be delivered to my residence in XXXX XXXXXXXX XXXX XXXX. To this day I have not received any informed delivery from XXXX regarding an Instrument # XXXX shortly after XX/XX/year> when BMO Bank N.A . claims to have issued an official refund check to me and mailed it out to the mailing address they have on file for me. I have received the BMO monthly statements for my credit ending XXXX and promotional offers from BMO Bank N.A . However, I have not received any refund check from BMO bank regarding Instrument Check # XXXX, in the month of XX/XX/year>, XX/XX/year>, and so far in XX/XX/year> I have not received any informed delivery notice from XXXX regarding correspondence from BMO Bank N.A . regarding Instrument Check # XXXX. 

As of today XX/XX/year> I have not received any correspondence from BMO Bank N.A . which contains an official refund check in the amount of {$25.00} that is owed to me effective XX/XX/year>. I have been ignored and given the run around as BMO Bank has failed to act in good faith, has demonstrated poor customer service, to this day XX/XX/year> I have not received a call back from any of their customer service agents nor supervisors from the BMO Bank N.A . credit card. I have been given the run around and it is clear to me, BMO Bank N.A . is not willing to refund me the {$25.00} credit balance that is owed to me as of XX/XX/year>, and it is clear this banks wants to use up my time and resources, I have already spent at least {$5.00} for gasoline to commute to BMO Bank XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX for the appointment I had with Relationship Banker XXXX, XXXX XXXX on XX/XX/year>, however the time and money my husband and I spent, and the time XXXX XXXX spent to process my request on XX/XX/year> have all been for naught. 

I have been unemployed since XX/XX/year>, my family could use the {$25.00} credit balance refund, I am owed a refund of {$25.00} credit balance as of XX/XX/year>.

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