Consumer complaint received 2023-09-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I opened a relationship checking account on XX/XX/2023 with BMO Bank online. The application was completed successfully and during the application I funded the account with {$35.00} from my XXXX XXXX XXXXXXXX account. Upon completion of the application, I was given an account number and routing number immediately on the website. So I went ahead and changed my employer direct deposit to the account number and routing number provided by BMO bank. I then immediately enrolled in online banking and was able to login and confirm my new checking account was showing on that same day. 

The next day, XX/XX/2023 I logged in to BMO online banking again. This time I noticed my new checking account disappeared. I attached some images to show what I see when logging in from then until today. 

The initial {$35.00} funding for the BMO checking account posted on XX/XX/2023. I confirm the funding amount was debited from my XXXX XXXX XXXXXXXX account. On XX/XX/XXXX, my direct deposit from my employer also posted to the BMO checking account in the amount of {$2200.00} I reached out to BMO bank customer many times using the customer service phone number. They claimed that they could not access my account no matter who I talked to. They see my profile but no account tied to it. They also denied receiving my initial funding and direct deposit. After many more phone calls, they eventually recommended that I go into a physical BMO bank branch. 

I went to a BMO bank branch on XX/XX/2023. The associate named XXXX XXXX there was very helpful. She somehow was able to pull up a screen on their banking system that showed that my account was indeed initially funded with {$35.00} and also received a direct deposit of {$2200.00} on the dates I specified earlier. I have a printout of this sheet that she kindly provided me. She opened a new dispute case for me with case number : XXXX I was told they would look into it and that someone would reach me via email or phone call for an update. So I waited almost a week, but there was no update. Yesterday I reached out again to the customer service number and they said they couldn't access my account nor the case that was opened. I went through three different representatives who couldn't help. They suggested a branch visit again. 

Today I called the BMO physical branch location again to attempt to escalate the case hoping for a resolution but the manager was not available. The person I spoke with said to call back tomorrow. Today marks day 17 from account opening where I haven't been able to login and access my account. 

On XX/XX/2023 I scheduled a transfer from the BMO checking account to my XXXX account to test whether I can access my funds from an external bank. This transfer is still pending. 

The resolution I would like to obtain is this : make the exact same BMO checking account I opened accessible again from my online banking login and restore access to my checking account so I can login, view and access my money. I do not want a new checking account. I want only the same checking account that I successfully opened before with the promo code still tied to it to be accessible again.

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 non-monetary relief