Consumer complaint received 2025-11-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
On XX/XX/XXXX I made a mobile deposit of my XXXX withdrawal check. This check amount was over {$13000.00}. I saw that the deposit was held, which was expected. I called the next day to confirm the release date and I was advised that the release day would be XX/XX/2025 and the funds would be available XX/XX/2025. On the morning of XX/XX/2025 I checked my BMO bank account and the funds were available. At that time initiated XXXX credit card payments. In my lunch break that day, I also went to the XXXX, XXXX branch and did a withdrawal of {$1600.00} to pay my rent. I went through XXXX XXXX thru of the bank and filled out the withdrawal form and provided my ID. After sending this information to the teller I was asked why my address on my ID was different than the address on the check and in the banks system. I advised that I had recently moved and had not updated my ID. The teller responded by sending a code to my cell phone in which I verified. I was given my withdrawal and I left to go back to work. On XX/XX/2025 I checked my BMO checking account balance before paying some additional credit card balances and discovered that I was in the negative over {$3300.00}. I frantically called the XXXX number on the back of my card and spoke with a XXXX who advised that XXXX and the XXXX branch out an additional hold on the check that I deposited on XX/XX/2025. I quickly called the XXXX branch who advised that XXXX was working in the XXXX XXXX branch that day. I followed up with a call to XXXX. I explained that a hold was just taken off the check and it had already been XXXX was confused as to why XXXX manually XXXX another hold on the check on XXXX XXXX after I left the branch. XXXX 's explanation was because of the different address and because the account was a new account after I left she went in and manually applied the additional hold to the check. I explained again that the check had already been through the verification process and released 2 days prior and was a part of my available balance as of XX/XX/XXXX. I asked XXXX if she could see this information in the system. XXXX explained that she could not and if she could she would have never manually put another hold on the check causing me to go into the negative. She then removed the hold. Even with XXXX removing the hold my payment to my XXXX XXXX XXXX card was returned and I incurred a returned check fee and a nsf fee from XXXX. Honestly, there was no justification for XXXX to MANUALLY put a second hold on the check. I also find it strange that I wasn't advised of this while at the branch and why the hold was done with such deceitfulness. No call was made to my cell phone, a notice was not sent out ( electronically or paper ), nor was a notification sent via the mobile banking app. I TRULY believe that I was discriminated against for being an XXXXXXXX XXXX XXXX  whom had a large balance in my account making a moderately large withdrawal. XXXX and her counterparts believed that this could not be possible and automatically assumed fraud and acted without reason, justification, or investigation. I also believe that it is HIGHLY unlikely that the original hold placed on XX/XX/2025 was not noted in the system as XXXX claimed. It is not fair to play with consumers finances that they have worked so hard for. I spent 8 years at my previous job to build my XXXX up to be able to withdraw from when needed. For it to be tampered and played with is ridiculous!

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