Consumer complaint received 2025-11-07 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: BMO BANK NATIONAL ASSOCIATION
State: PA

Complaint narrative:
You said : THIS IS MY COMPAINT TO XXXX  about BMO : I am writing to formally file a complaint and dispute regarding a loan account that BMO Bank N.A . acquired from another lender approximately XXXX years ago. I did not apply for credit with BMO, nor was I given an opportunity to evaluate or consent to the transfer of my debt to their institution. Since that transfer, my experience with BMO has been persistently frustrating and has caused significant distress. Specifically : - I have repeatedly attempted to contact BMO via phone and their digital platform to discuss the terms, status, and history of my loan. - Their phone system is unreasonably unresponsivecalls are dropped, representatives are unable or unwilling to provide meaningful support, and I am consistently transferred or dismissed without resolution. - The BMO web portal lacks essential transparency and functionality. It does not allow me to access a comprehensive account history, fee breakdowns, timestamps for payments, or proper billing documentation. - I have no clear path to reach a qualified representative who can explain my loan in detail or verify charges. This lack of access to basic account information and effective customer service raises serious concerns about their compliance with the Truth in Lending Act ( TILA ) and other consumer protection standards. Additional Concern : Coercive Consent Requirement & Denial of Access Recently, I discovered that BMO has restricted access to their online banking system unless I agree to their Digital Banking E-Sign Consent and Disclosure Agreement. This agreement contains coercive terms, including mandatory acceptance of electronic-only communications and a threat to terminate digital access if I decline. I consider this a denial of reasonable access to my account and an unfair business practice. 
The consumer provided the XXXX said : Heres a polished and complete version of your XXXX complaint, ensuring it reads clearly, professionally, You said : Uploaded image This is their response : We appreciate the opportunity to provide additional information regarding your concerns. In your complaint you state that after XXXX XXXX XXXX XXXX was convened to BMO Bank that you were not able to get help or information about your loan.

BMO Bank takes all customer concems seriously and has conducted a thorough review of this matter. We are committed to serving our customers in a fair and ethical manner in accordance with all applicable laws and regulations. 
In response, we provide the following : After a careful review, your account does have online access for the loan ending with XXXX. Our records indicate the loan was from XXXX XXXXXXXX XXXX and was transferred to BMO Bank on XX/XX/XXXX. A conversion letter was sent to you in XX/XX/XXXX that outlined the steps taken during the conversion. The Bank can continue to service you through the customer contact center and through online/mobile app. Security features online and within the application must be acknowledged and approved to continue the full service. Attached with this letter is the conversion letter sent in XX/XX/XXXX and a payment histoly ofthe loan. 
We trust this addresses the concerns in your complaint. If you have any additional questions regarding this matter. 
XXXX said : Thanks for You said : BMO-Digital-Banking-Esign-Consent-Agreement.pdf PDF PLease write a response rejecting their response highlighting the fact that they ignored the topic of " Coercive Consent Requirement & Denial of Access Recently, I discovered that BMO has restricted access to their online banking system unless I agree to their Digital Banking E-Sign Consent and Disclosure Agreement. This agreement contains coercive terms, including mandatory acceptance of electronic-only communications and a threat to terminate digital access if I decline. I consider this a denial of reasonable access to my account and an unfair business practice. '' XXXX said : Here is a professional yet firm response rejecting BMOs reply, highlighting their failure to address your concern about coercive consent and denial of access : To Whom It May Concern, Thank you for your response to my formal complaint regarding the mishandling of my loan account originally serviced by XXXX XXXX XXXX XXXX 

Unfortunately, your response fails to address a central and critical issue I raised : BMO 's coercive requirement that I accept the Digital Banking E-Sign Consent and Disclosure Agreement in order to maintain access to my loan account online. This document clearly states ( see Page 1, Paragraph 1 of the Consent Agreement ) : Your enrollment in BMO Digital Banking requires that you agree to accept electronic communications. We must terminate your access if you withdraw your consent. 

This amounts to a forced waiver of my right to paper-based communications and access, with the only alternative being a complete lockout from essential digital services. I believe this is an unfair and coercive practice, as it effectively punishes customers who prefer or require traditional access methods, including those with disabilities, technology limitations, or privacy concerns.

Requiring such consent as a precondition for account access is not only coercive but may also violate consumer protection principles under the Truth in Lending Act ( TILA ) and Unfair or Deceptive Acts or Practices ( UDAP ) standards. It is not a " preference '' being requestedthis is a mandatory opt-in with punitive consequences for refusal, which is fundamentally unfair. 

Your response did not acknowledge or engage with this concern at all. I ask again that you directly address : Why BMO makes digital access contingent upon agreeing to this E-Sign Consent, What accommodations are available for customers who decline consent, And how this practice aligns with your stated commitment to fairness and ethical conduct. 

Please treat this as a continued and unresolved complaint. I respectfully request this issue be escalated internally for further review and an appropriate resolution that does not require me to relinquish reasonable access to my account in order to exercise my consumer rights. 

Sincerely, [ Your Full Name ] [ Your Contact Information ] [ Loan Account Ending in XXXX ] Let me know if you'd like a version formatted as a XXXX follow-up or if you want to submit this to the CFPB as well. 

You said : is this leagal? Your enrollment in BMO Digital Banking requires that you agree to accept electronic communications. We must terminate your access if you withdraw your consent XXXX said : The clause from BMOs Digital Banking E-Sign Consent stating : Your enrollment in BMO Digital Banking requires that you agree to accept electronic communications. We must terminate your access if you withdraw your consent. 

is likely legal, but it raises ethical and regulatory concerns, especially if it effectively limits reasonable access to account information. 

Legality : Under the federal E-SIGN Act ( Electronic Signatures in Global and National Commerce Act ), financial institutions are allowed to : Provide disclosures and communications electronically, if the consumer consents. 

Make certain services ( like digital banking ) contingent on consent as long as the customer still has access to required disclosures by other means. 

Key Considerations : Its Legal If Alternatives Exist A bank can require electronic consent for access to its online services, if it still allows you to manage your account by other methods ( e.g., phone, in-branch, or mailed paper statements ). However : If digital banking is the only practical way to access your account, and paper alternatives are insufficient or inaccessible, this policy may cross into unfair territory.

Truth in Lending Act ( TILA ) Lenders must ensure consumers can access their account terms, balances, fees, and payment history. 

If BMOs only practical path to this information is onlineand its blocked unless you consent to paperless-only termsthat could be seen as non-compliant with TILA or UDAP ( Unfair or Deceptive Acts or Practices ). 

Unfair or Deceptive Acts or Practices ( UDAP/UDAAP ) A practice may be unfair if it causes substantial harm to consumers that they can not reasonably avoid, and its not outweighed by benefits.

Coercively gating access to basic account info behind forced consent might qualify as unfair, especially for vulnerable customers ( e.g., elderly, disabled, or those without reliable internet ). 

What You Can Do : File with the CFPB : The Consumer Financial Protection Bureau investigates exactly these types of issues. You can file a complaint here XXXX XXXX XXXX XXXXXXXX Mention Accessibility and Coercion : Highlight that this policy : Forces you to agree to terms you may not want, Denies you reasonable access otherwise, May harm those who rely on digital access but dont wish to waive rights to paper communications. 

Would you like help drafting a complaint to the CFPB or another agency like your states Attorney General or Department of Banking? 

You said : please save this chat as BMO complaint XXXX  said : Updated saved memory Got it this chat is now saved under BMO complaint. Let me know anytime you want to revisit or expand on it, including drafting filings or letters to regulators. 

You said : Uploaded image The latest from BMO after XXXX  did noting with our complaint. BMO effectively said " Nope, That wasn ; t us '' and closed the case. What can we do now? 
XXXX said : Thanks for sharing the letter this is a formal Notice of Default and Right to Cure from BMO, dated XX/XX/XXXX, demanding {$820.00} by XX/XX/XXXX, or else they XXXX repossess your XXXX XXXX XXXX ( presumably a trailer/RV ). Given that the XXXX  closed your case without resolution, and BMO is continuing forward as if your previous complaints were dismissed, here 's a breakdown of what you can do next : Key Problems BMO Did Not Address Your Original Complaint You were never given a choice in the transfer of your loan from XXXX XXXX XXXX XXXX 

Your complaint specifically cited lack of access, coercive consent terms, and inability to get help via phone or online not merely a missed payment. 

Coercive E-Sign Consent Requirement Remains BMO requires acceptance of their Digital Banking E-Sign Consent or they will deny digital access, which arguably violates consumer protection norms, particularly for vulnerable users or those who rely on digital-only access. 

Now They Are Threatening Repossession The right to cure letter demands a lump-sum payment without offering meaningful resolution to your concerns, which could be interpreted as retaliatory or aggressive, especially given that youve been attempting to resolve this for some time.

Next Steps You Can Take 1. File a Complaint with the CFPB The Consumer Financial Protection Bureau ( CFPB ) handles complaints about lenders, servicers, and digital banking policies. It has more enforcement power than the XXXX. 

Go here to file : XXXX XXXX XXXX  Attach : Your original XXXX complaint BMOs inadequate response The E-Sign Consent Agreement PDF This Default Letter Clearly state : You were given no meaningful opportunity to opt out of electronic-only access Youre being denied access unless you accept coercive terms You are being threatened with repossession while BMO ignores your lawful requests for documentation and access 2. Send a Certified Letter Disputing the Default Send a certified, trackable letter to BMO 's correspondence or complaints department not the payment address. 

State : You dispute the validity of the default notice You have not been provided documentation or assistance You are actively pursuing regulatory remedies Let me know if you'd like help drafting that letter I can write it in PDF or Word format for you.

3. Contact Your State Attorney General or Banking Regulator In XXXX, you can file with : XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  Or your local Attorney Generals consumer division 4. Servicemembers Civil Relief Act ( SCRA ) If you are a veteran or active duty service member, this notice triggers SCRA protections. BMO is legally obligated to provide accommodations and protections ( even post-discharge for some ).

If applicable, we can draft a response citing your military status or requesting protection under SCRA, especially to delay repossession. 

Important : Preserve All Evidence Save and print every letter, screenshot, or call log Record all calls if legal in your state ( XXXX  is a two-party consent state, so ask first ) Would you like me to : Draft a CFPB complaint summary for you to copy/paste? 

Draft a certified letter to BMOs legal department? 

Generate a formal dispute template under federal law? 

Just say the word and Ill prepare them right away. 

You said : Uploaded image This was they're ealier response for CFPB please help write respone to : What happened? 
Describe what happened, and well send your comments to the companies involved. 
Include dates, amounts, and actions that were taken by you or the company. 
Do not include personal information, such as your name, account number, address, Social Security number, etc. We may ask for some of this information later, to help the company identify you and your account. 
XXXX said : Here is a draft you can use for the What happened? section on your CFPB complaint form, based on the timeline, letters, and your earlier notes : Summary of What Happened : In XX/XX/XXXX, my loan account was transferred from XXXX XXXX XXXX XXXX XXXX BMO Bank N.A . without my prior consent or an opportunity to review or reject the terms of this transfer. Since then, BMO has continuously failed to provide me with transparent access to my loan information or competent customer service, despite multiple requests. 

Problems experienced : Lack of Accessible Information I was not given full access to a payment history or clear fee breakdowns through BMOs web portal. 

There is no meaningful way to view comprehensive billing documentation, payment timestamps, or amortization records through their platform.

Unresponsive Customer Service I attempted multiple times to resolve these issues via BMO 's phone system, but my calls were frequently dropped, transferred endlessly, or met with representatives who could not help. 

No resolution was ever reached despite persistent effort on my part. 

Coercive Digital Access Policy BMO denies access to its online banking platform unless customers accept their " Digital Banking E-Sign Consent and Disclosure Agreement. '' This document ( uploaded here ) states explicitly that if I do not agree to electronic-only communications, my access will be terminated. 

I consider this a coercive practice that prevents customers from reviewing and managing their loans unless they waive important communication rights. 

Complaint Mishandled by XXXX  I filed a formal complaint with the XXXX XXXX XXXX XXXX XXXX  Complaint # XXXX ), and BMO responded with a letter dated XX/XX/XXXX, that failed to address any of my digital access or consent-related concerns. 

The XXXX  closed the complaint without requiring a resolution. 

Notice of Default Sent While Issues Remain Unresolved On XX/XX/XXXX, XXXX sent me a Notice XXXX XXXX and Right to Cure, demanding {$820.00} by XX/XX/XXXX. 

This includes charges I can not verify because BMO still does not provide itemized breakdowns in a transparent way. 

I am now under threat of repossession, despite the fact that I have been actively trying to resolve the underlying service and access issues. 

XXXX : XX/XX/XXXX XXXX notice allegedly sent by BMO ( not received clearly by me ). 

XX/XX/XXXX XXXX officially transferred to BMO. 

XX/XX/XXXX XXXX  complaint filed. 

XX/XX/XXXX BMO response to XXXX  ( failed to address key concerns ). 

XX/XX/XXXX Notice of Default and Right to Cure issued by BMO for {$820.00}. 

Ongoing Attempts to reach support, access loan records, and resolve matters have not been successful. 

What I Am Requesting : A full and itemized explanation of my account and all associated fees. 

Unrestricted access to my loan account without being forced to accept electronic-only communications. 

A halt to repossession proceedings and account default penalties until a fair review and resolution are completed.

Regulatory investigation into whether BMOs forced digital consent policy constitutes an unfair practice under the Truth in Lending Act or E-SIGN Act.

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