Consumer complaint received 2022-09-19 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — 
Company: BMO BANK NATIONAL ASSOCIATION
State: WI

Complaint narrative:
I sold my home in XXXX Wisconsin on XX/XX/2021 it was a home I inherited from my mother free and clear of a mortgage but there was a HELOC on the property for XXXX with BMO Harris Bank. The week before closing I received the payoff statement from BMO saying that my payoff figure was {$76000.00} I immediately called the bank to dispute the amount and the letter had said that if I didn't pay the full amount they wouldn't close on the property I was scheduled to close on my home in XXXX XXXXXXXX on XX/XX/2021 so I had to take out a loan with a private company for {$26000.00} to close on my property in XXXX I have been trying to get an audit of my account and the XXXX the expense to me for over almost a year and I continually receive letters from them saying that they are researching it or require more time I do not understand why a bank would not have the information readily available to me and be able to account for the charges they have charged to me I'm a XXXX old woman whose husband served in the military and I have to put up with a bank not being able to disclose to me these XXXX they charge to me prior to my closing they have sent me a letter stating that there's XXXX that they charge me but I want an audit of that money and and not disclosure as to what the money was used for I think a bank should have some rules and regulations as to what their expenses are that they charge to their customers and they refuse to acknowledge any of the expenses they incurred for that {$26000.00} I have documentation of every letter I have sent them every call I have made to them and every call or every letter that they have made to me I have full disclosure of all the information I provide to you and I also found an error that they said I didn't pay {$1200.00} and they charge me for that as well I sent them a letter stating that I had paid that amount with proof and validation of my check that was paid to them and they now say that they need 15 more days to investigate it after almost a year this is insane and I think they're taking advantage of a elderly person XXXX  or not may not have the ability to legally file a suit against them in the court or they're hoping that I'll give up my pursuit of this because I'm getting tired of their continual request for research. Why can't a bank not provide information and what their charges are to a customer if they were charged or not given money that they were supposed to have they would surely go after me to pay for anything that they felt I owed. I feel I mean discriminated against because of my age and gender and they don't feel that I will pursue this any further but I do not have {$26000.00} to pay back to the note that I had to get to close on my property prior to closing because of their excessive fees. I have sent letters to the chairman of the board XXXX XXXX XXXX five letters to be exact he never responds to them he sends them to his loan department and they send me the same information without an audit of the account or the expenses they've charged me all I get is letters saying they need more time to research it I have full documentation of everything but to put it on this email would be too numerous and two lengthy to do I will happily provide this information an additional email if necessary I need some help in this because they're just putting me off and I want them to pay me the $ {$1200.00} back that I have already paid and I want the {$26000.00} back and I I want late charges and fees assessed to that amount and I want an additional loan for pain and suffering for all these years of them not meeting my requests this is outrageous.

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