Consumer complaint received 2026-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: BMO BANK NATIONAL ASSOCIATION
State: FL

Complaint narrative:
After I submitted all required documents, XXXX from the Resolution Team reviewed and verified everything. She confirmed that my account was fully verified, removed all restrictions, and successfully unfroze my account. At that point, I was able to log in without any issues on XX/XX/year> around XXXX However, shortly after, I was transferred to another representative ( a lady from the fraud department ) for no reason and some additional questions I still have. During this interaction, the representative was unexpectedly rude, unprofessional, and hostile. Despite my account already being verified and restored, she proceeded to disregard the prior resolution, added new notes to my account, and demanded that I resubmit all documents and repeat the verification process. This is extremely confusing and unacceptable. My account had already been fully verified and reactivated by XXXX, and I was able to access it successfully. Reversing that resolution without clear justification raises serious concerns about inconsistency and internal communication within your team. I request a clear explanation of why my verified status was overturned and why I am being asked to repeat a process that had already been completed and confirmed. This situation needs to be reviewed and resolved promptly. All documents had been submitted and it was 100 % verified and confirmed by XXXX XXXX from the resolution team in this morning XX/XX/year> around XXXX ( To be very clear ) During my first call, XXXX XXXX initially strongly refused to review or assist with the documents I submitted, despite my repeated attempts to explain my situation. Only after I persistently asked for proper assistance did she finally contact the Fraud Department to verify the documents. After confirming with them that everything was valid and acceptable, she then proceeded to review my documents. This raises serious concerns as to why I was denied assistance in the first place when the documents were ultimately confirmed as legitimate. During my second call, the situation became even more disturbing. XXXX XXXX behavior was hostile, dismissive, careless, and highly unprofessional. Instead of attempting to assist me, she appeared determined to push me away without providing any clear explanation. I repeatedly asked why she refused to help me and requested a proper explanation regarding my case. Rather than answering my questions professionally, she ignored me completely and transferred me back to the Fraud Department.The second representative from the Fraud Department was equally unhelpful and unprofessional. Not only did she refuse to properly assist me, but she also abruptly hung up the call on me, which I found extremely disrespectful and unacceptable. The overall experience I received from BMO was deeply frustrating, emotionally distressing, and entirely unacceptable. I spent significant time and effort trying to resolve this matter properly, only to be treated with disregard, disrespect, and what appeared to be intentional avoidance. Based on the repeated dismissive behavior and the way I was treated throughout these interactions, I strongly believe I may have been subjected to discriminatory treatment and unfair personal targeting. Customers seeking legitimate assistance should never be forced to repeatedly beg for help, be ignored, transferred around without explanation, or treated in such an unprofessional manner. This experience has severely damaged my trust and confidence in BMOs customer service and complaint handling process. I respectfully request that this matter be taken seriously and investigated thoroughly. I would appreciate a formal review of the conduct of the employees involved, including call recordings and case handling procedures, and I expect appropriate action to be taken to ensure no other customer experiences similar treatment.

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