Consumer complaint received 2025-09-04 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BMO BANK NATIONAL ASSOCIATION
State: CO

Complaint narrative:
Re : Complaint Regarding Mishandling of Fraud/Identity Theft Dispute BMO Bank , N.A . 

To Whom It May Concern, I am filing this complaint regarding the handling of a fraud and identity theft case by BMO Bank , N.A . ( BMO Harris ).

Earlier this year, my online banking with BMO was compromised due to identity theft. Fraudulent checks were written against my XXXX  accounts, causing overdrafts and freezing of my funds. I immediately contacted BMOs fraud department to dispute the transactions. However, I was told that I could not dispute the fraudulent checks by phone and that I was required to appear in person at a branch to file a claim.

At the time, I was out of the country. As a U.S. military veteran, I travel frequently, and BMOs refusal to allow me to dispute the fraud remotely ( by mail, fax, or electronically ) created an unreasonable barrier to exercising my rights. This policy is contrary to protections afforded under the Uniform Commercial Code ( UCC, Articles 3 & 4 ) and the Federal Trade Commissions Identity Theft Rules, both of which require banks to provide procedures for remote reporting of fraud and to promptly investigate.

Because BMO refused to process my fraud claim remotely, my accounts remained frozen until I could return. This delay resulted in two scheduled payments posting more than 30 days late. These payments have since been made, and there is no past-due balance. However, the negative credit reporting caused by BMOs mishandling has damaged my credit and financial standing. They have also not responded to my repeated emails and calls, nor have they provided me with any documentation confirming I was a victim of identity theft and my online banking and checking accounts were compromised while a customer, nor did they file the required identity theft paperwork. 

Supporting Documentation : XXXX XXXX Sheriffs Office Report : Case No. XXXX Bank Contact : XXXX XXXX XXXX XXXX XXXX, NMLS # XXXX BMO Branch XXXX XXXX XXXX XXXX, XXXX, CO XXXX Email : XXXX | Phone : ( XXXX ) XXXX Requested Action : Require BMO Bank , N.A . to correct its fraud dispute procedures to allow consumers, including veterans and those XXXX, to submit disputes remotely. 

Require BMO to confirm that the fraudulent transactions and resulting late payments will not negatively affect my credit report. 

Require BMO to provide written confirmation of its fraud investigation findings. 

BMOs refusal to follow established consumer protection standards left me unable to exercise my rights under federal law. I respectfully request your office to investigate this matter and compel BMO to comply with UCC and FTC requirements. 

Thank you for your attention. Please confirm receipt of this complaint. 

SincerelyXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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