Consumer complaint received 2023-02-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: BMO BANK NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
I am submitting this complaint due to BMO Harriss unfair practices and mishandling of my claim. They have been extremely uncooperative and their actions have continuously impacted me, and their customers, even after XXXX attempts to communicate and resolve this matter with BMO Harris Bank. I originally submitted a merchant dispute around XX/XX/22 ( Case ID # XXXX ) for about {$40.00} and provided some specific details on what happened. I placed an order with XXXX online and the place delivered the incorrect order. I called the restaurant where the food came from and spoke to the General Manager, XXXX XXXX who acknowledged their mistake and offered to refund my money, however because the charge went thru XXXX, XXXX explained I needed to communicate what happened to DoorDash so they could issue the credit. XXXX sent me an email message confirming/acknowledging I was owed a refund. I attempted to call and resolve the matter with XXXX explaining what happened, but they refused to assist me or communicate with the General Manager XXXX even after being provided with all necessary info and approval. 

When I communicated to BMO Harris what happened, I also provide them with the phone number to the General Manager of XXXX  along with an email and attached the email from XXXX, the General Manager at XXXX. The email again confirmed their mistake and that I was owed a refund. Since filing my claim with BMO Harris, I continue to have issues with gaining assistance in completing out this claim. I keep getting the run around and no one seems to know how to do their job or have the correct info. Each rep contradicts the other making it extremely difficult to trust or understand certain things which results in me trying to request to speak to a supervisor. BMO Harris has failed to completely due their due diligence in handling this matter and are violating the Truth and Lending Act by classifying and handling and my claim as a in good faith claim. The services rendered by the merchant were NOT delivered as agreed, which they acknowledged. BMO Harris has failed to explain to me why they have classified and handling my claim in such manners. I have attempted to escalate this matter multiple times with all failed attempts. I requested to speak to a manager more than 2.4 weeks ago, which I was told I would receive a call back within 24-48, and a manager just attempted to return my call the other day. This is unacceptable behavior and mishandling of my claim when BMO Harris has been provided with more than enough evidence and information to refund my money. I need your help in obtaining a refund and holding BMO Harris accountable for their unfairness and mishandling of claims.

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