Consumer complaint received 2023-11-09 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: NV

Complaint narrative:
This is not a duplicate complaint. This is an ongoing mistreatment and I continue to call this bank and do everything they tell me to do but they are ignoring me. I believe that I am being discriminated against because they continue to lie to me about my fraud disputes. This financial institution is responsible for their customers money and to apply the policies and procedures that are in place in order to do so. Complaining to the CFPB and the FDIC have not forced them to pay attention to my issues and they keep shoving my complaints under the rug. I filed disputes with Bank of The West as soon as I discovered transactions that I did not recognize or authorize. I filed these disputes in XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. I made a police report and I filed a list of disputed transactions with the customer service representatives every single month. I emailed the banker who opened my accounts and she emailed back stating she was escalating my claims to the manager in XXXX and that I would get a call from the manager the next day. I believe the manager did not contact me because the merger with BMO was about to begin and all accounts would be shut down for XXXX weeks. I explained that my cards were stolen and other mail. I was told to wait for XXXX business days each time I called whether it was the debit card department or the credit card department to receive a provisional credit while the items were investigated and that a final determination would be determined within 45 days. I was explained the process and that the merchant only had a certain amount of time to respond. The rules are clear. The manager of the bank didn't contact me until I researched her email address and found her XXXX weeks ago. She apologized for not contacting me in XXXX. There is NO EXCUSE for this. Every single person has some reason for not taking care of returning my money to me. I DO NOT trust this bank whatsoever. The carelessness that I have had to endure by random online service representatives removing my accounts from my accessing them and lying to me that they were closed. Then having to be stuck in a restaurant after closing because my cards didn't work, only to call in and be told that the fraud department was closed so call back tomorrow. I was facing being arrested for not being able to pay for my food. When I finally reached a manager I was told he could not find any accounts for me. I recently asked for overdraft and then I received verifications in the mail stating that my request to NOT have overdraft protection was approved. I asked for it not to stop it. I requested that my secured credit card is closed. The bank personnel at every level does not know how to do that so my credit is going to be ruined. This is the most XXXX, UNORGANIZED GROUP i have ever seen in my life. I have had to sell everything I own including my house because of this. I made another claim on Saturday for the same items before the XXXX  day cut off and was told that now my account would be FROZEN and I would need to go to a branch to get a new a account number. I can't even buy gas to go to the branch to do that. This was for a claim that has been made over and over. I was told that the interest on my cash advances for the secured card that the bank is holding {$12000.00} of my money for would be reversed and also the cash advance fees. Rather than the person reimbursing me for this, she charged my account AGAIN FOR IT. Who is in charge of this? I have called and called and emailed and emailed and not one person is accountable. Is this the highest that I can complain? I am furious. I am being treated as if I am some kind of problem. NO this is all the banks fault and I want my money now. This bank may very well be stealing money for all I know. No one will contact me about my claims and no one is giving me what the policy promises. I don't understand why I am sitting here with frozen accounts and backward charges and no provisional credits. I am being pushed aside so that time keeps going by intentionally. I will be filing lawsuits before the statute of limitations is up to do so. I record every call just like the bank does so my lawsuit will extend to sue individuals who have mishandled my fraud disputes and discriminated against me personally. Complaining seems to make the representatives treat me worse because I am complaining. I just want to be treated equally and have my money in an institution that follows the federal guidelines that allow it to exist. I spend at least XXXX to XXXX hours a day on this and NO ONE CARES. I don't have 60 days to keep waiting. If this was taken as serious as it is, someone would be answering to all of this and not keep causing more damage to my life. Every day that I have to go through this discrimination it is being lodged in my ongoing timeline and extensive notes and I believe that punitive damages will be significant for the way my situation has been so poorly handled. It is XXXX and this has been ongoing since XXXX. How is it that this financial institution is allowed to change the policies and procedures to allow them to start to investigate something they dropped the ball on and not make sure that I am given my provisional credits? This is a set up because there is nothing consistent from person to person and there is not one care in the world that i am missing over {$30000.00} in my accounts and there is not one care in the world that I am being charged enormous excessive fees and being told that I can't close my accounts to that the bank can keep over charging me? Who is going to do something about it? Do i have to die of starvation and homelessness before you pay attention?

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