Consumer complaint received 2024-02-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
XX/XX/XXXX, I opened a business checking and savings account with BMO Bank branch manager, located in XXXX, IL. A promotion was offered based upon maintaining a $ XXXX balance for 120 days after which time youd receive {$500.00}. I was also issued a debit card and advised that XXXX debits for any amount were required within 10 days to qualify! I complied however, i mistakenly made withdrawals exceeding the $ XXXX threshold 's which I realized shortly afterwards! I immediately transferred the difference from my savings back into my checking account! Afterwards, i called BMO customer service to find out if I would still qualify for the {$500.00}. I was told the Branch Manager has to handle it! After 120 days, in XXXX, I received only {$300.00} for maintaining XXXX XXXXXXXX. I called the branch manager and he said he didnt see any problem getting the {$200.00} applied to my account! He needed to send a request to the department that does promotions! This is when the problem starts! In XXXX, i called and left several messages and emails with no response. I also went to the branch and left messages with the staff! I had no choice but to escalate to BMO customer complaints department. The rep said they would send an email to the manager so expect a call from him! That next day, he called and apologized! Said he had been out XXXX  but would work on my issue. On XXXX after a few weeks and again no follow up and not responding to my messages! I sent another email and this was the response Sorry been in and out the last two days, I got really XXXX. Im back today, let me work on it and I will definitely let you know how we are looking. 

After this I hear nothing so I start calling and emailing again. I made a visit to the branch and he was there! Very apologetic! This time said he was out because entire family was XXXX! He said he had incorrectly sent the request for the {$200.00} to the BMO XXXX branch and resending it that day! I called and left voice messages. I sent emails requesting follow up and on XX/XX/XXXX he responded : have a call at XXXX to discuss the other {$200.00}, as soon as I am done with the call I will let you know what the outcome was. Have a good day. 

After this I hear nothing, so start calling and emailing again on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX! On XX/XX/XXXX, I messaged him, that I was going to escalate back to the customer complaint department again, due to lack of response from him! The very next day XX/XX/XXXX, I received this email : Sorry because of the XXXX  on XXXX, they barely viewed the case XXXX. I just checked and it is still pending. I will check XXXX XXXX and if it isnt resolved I will work on it first thing. 

Still have not gotten resolved or a response so I sent this email : At this point, Ive lost all faith in you as a professional business manager! Im finding it hard to believe that youve made any conscious effort on your part to get the {$200.00} applied to my account! This request was initially made over XXXX months ago! In spite of the fact that youve been out sick, holidays and Ive escalated this issue to your corporate office, only to be referred back to you for resolution, NOTHING! I feel like youre blowing me off and giving me the run around which I dont appreciate! You said, the request was incorrectly sent to the incorrect BMO division but was redirected and is now in pending status. That email was 12 days ago on XX/XX/XXXX! I decided to be patient and wait it out without contacting you just to see if youd finalize the matter! Theres no way by now that your request hasnt been reviewed for a determination! Either its approved or denied! Just that simple! I actually came in to your branch last XXXX  and deposited funds which I really dont think was a good idea since this business relationship with BMO is not going well and not sure my savings our in good hands! I have other funds to transfer but hesitate to do at this point! You were in the office but I decided not to approach you because Im not happy and very frustrated! I know this not at the top of your priority list, but you couldnt possibly deal with other customers this way! Ive worked in corporate banking and financial services for over 25 years! That was in the XXXX and XXXX! Nothing this minimal should take over 2 months to resolve! 

Please give me the professional courtesy of getting this resolved so we can bring closure to this matter!! 

Thank You! 

Still no response! I went into the XXXX  BMO bank last week on XXXX. Spoke with this Branch Manager and Vice President! Said he would contact the manager of XXXX branch and have him contact me! Asked me to call him back last XXXX  if I didnt hear back from him! Well, now Im leaving this other manager messages and emails with no response!! All this run around and unprofessionalism for {$200.00}! 

Can not forward the original emails because the persons names our included! If you have another way for me to send them, Im more than happy to!

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