Consumer complaint received 2022-12-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/2022, a person used my name and bank account with a suspected fake ID to launder a fake check into my bank account at the HARRIS BMO bank branch in XXXX, WI # XXXX. I was notified of this on XX/XX/2022 from a phone call of from Harris BMO fraud XXXX, XXXX XXXX. XXXX XXXX XXXX XXXX - BMO fraud dept XXXX, XXXX, XXXX. I called the fraud department to make sure this was true, and checked my account. Sure enough, it seemed that someone was able to access my account, deposit a fake check for {$6500.00} and remove {$6500.00} from my account. Later, the bank realized it was a false check and removed {$6500.00} from my account. At this point, I was told to freeze my account, open a new account, and I would not have access to my funds for 2 business days. This fell two days before XXXX, therefore, I did not have access to any money for over 6 days. The fraud department would not give me any information, they would not tell me the branch this was done. On the day in question, I have proof that I was working in a hospital in a state that HBMO does not exist, therefore, it obviously could not have been me depositing a fraudulent check. I called the next day to the fraud department over 10 times and called XXXX, and finally got more information. I was then told that I would have to sign an affidavit and I would have to contact the bank branch where this occurred, as well as file a police report to obtain an incident number to obtain the security footage. I was told it was the branch in XXXX, WI. I have never been there and I live on the XXXX XXXX. I had to contact the branch XXXX XXXX XXXX, who was very professional and helpful, but said she could not do anything until the subpoena was obtained from the police to get the footage and to get my money back, I would have to get in touch with the fraud department again. She also told me the bank teller on the date in question remembers the transaction but can not remember what kind of ID was presented or if the address, name, etc matched my real ID.I have all of my identification and have never lost my identification, so this was created falsely, or was a different ID altogether. They could not tell me any further information. I called the fraud department again, and was met with significant unprofessionalism and almost accusatory behavior. I did not get any questions answered and no one could tell me what the next process was or what I should do next to protect my identity or get my money back. I was able to contact the XXXX police and get an incident report. I have not heard back about the subpoena to get the security footage. 

I was then called by XXXX from the XXXX, IL bank headquarters and she helped with some transactions outstanding from my frozen account, but could not tell me when I would get my money back, even after many emails back and forth. She also said I would need to contact the fraud department again. I called again and finally XXXX spoke with me saying, I deal with trying to stop hundreds of fraud cases a day, I do not have time for this. I am not sure who I am supposed to talk to if the fraud department does not have time for my fraud case. He would not tell me when or where to get an apparent affidavit to sign or what I should do next. He continued to say he could not help me. 

I called XXXX XXXX, branch XXXX in XXXX, WI, who was able to locate the proper affidavit and signature cards to notarize and send back to her. 

At this point, I have not been given any further information and feel the fraud department for this bank is very unprofessional and does not follow basic fraud procedures or instruct their patrons on what to do when fraud does occur. I need assistance to get my large sum of money back, {$6500.00}, as it has been 17 days since the fraud occurred.

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