Consumer complaint received 2024-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: NC

Complaint narrative:
I deposited a XXXX check into my BMO checking account via their branded app on XX/XX/year>. For context : this check was provided to me by my grandmother 's financial company themselves, as she was gifting me money to help with the deposit and closing costs of my new home. Upon deposit, I received XXXX emails from the bank : XXXX telling me the deposit was received, and XXXX telling me the deposit was approved. A few days later, I try to log into my account to see whether the funds were available yet or not, but I wasn't able to login. After multiple attempts trying different passwords, usernames, etc., I finally decided to call the customer service line to reset my password - thinking I had completely forgotten it. To my shock, the customer service representative informs me that that my ENTIRE account has been frozen and my check deposit was under " fraud investigation ''. Effective immediately, I could not login to my account online, couldn't access any of the funds I had in the account ( via withdrawal, debit card usage or otherwise ), and obviously wasn't able to use any of the large check that I desperately needed to move forward on the home. I was forwarded to a fraud analyst who explained it typically takes XXXX business days to resolve the matter, but my hands ( and my account ) were tied until then - there was nothing I could do. Mind you : the only notification I received from the company was a letter that came XXXX weeks later in the mail - no email, no phone call, nothing. Over the course of the next XXXX  days, I reach out for an update multiple times ( XXXX I would say ), getting the same spiel from whoever I spoke to that day : typically XXXX  days, at most XXXX. I even had XXXX analyst inform me to expect a resolution at exactly the XXXXbusiness day mark - XX/XX/year> - citing the date exactly. Sure enough, I try to log on the XXXX and am unable to once again. I reach out to the customer service line AGAIN, and I am told that there is ONCE AGAIN no update on the investigation. This time, I'm told it could take up to XXXX  days from the initial deposit- which had previously been relayed to me as an anomaly. Meanwhile, I am having to push back the purchase/closing of my new home. Today, XX/XX/XXXX, I reach out again for an update. After a period of being on hold, I am told that after my call on the XXXX, they reassigned my case to a different team. With this reassignment, it could now be an ADDITIONAL XXXX DAYS before resolution. I lost it. I understand verifying the funds, absolutely, but for it to now be a month and they are telling me it could be double the time I've already waited is absolutely ridiculous. People 's livelihood depends on the money in their accounts + the money they deposit, and thank God, I have other bank accounts with better companies that I can rely on for my day-to-day expenses. This has been an absolute nightmare, and not XXXX person I've spoken to has given me a clear guide/timeline/explanation for the issue and the resolution. I've even asked if I can cancel the deposit entirely- nope. As I mentioned to the analyst I spoke to today, AS SOON as my check is in my account, I will be withdrawing all of the funds and will never ever, ever even think about banking with this horrible company again. I have informed my family members and friends, but I also hope this review reaches others who are considering banking with BMO : DON'T DO IT. Your ability to provide for yourself and your families depends on it.

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