Consumer complaint received 2026-06-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: BMO BANK NATIONAL ASSOCIATION
State: OR

Complaint narrative:
This complaint involves a closed BMO credit card account that originated with XXXX XXXX XXXX XXXX My problems began during the XXXX XXXX XXXX XXXX conversion to BMO. After the transition, I was locked out of my online account and was unable to access or manage it. During that time, fees and charges continued to accrue. I do not believe my account should have been sent to collections while I was unable to access it. The account was eventually referred to collections. I paid the collection agency in full because I wanted to resolve the debt and move on. I believed the matter was closed. However, BMO continues to send me statements claiming I still owe a balance on this closed account. I have made numerous attempts to resolve this directly with BMO. I have called customer service multiple times, visited BMO branches in person, and sent written dispute letters. Despite these efforts, no one has been able to explain what the remaining balance represents, provide an itemized accounting, or provide documentation showing how the balance was calculated. I have repeatedly been told they do not have answers. I am requesting that BMO conduct a thorough investigation and provide : * A complete account history beginning with the Bank of the West conversion. * An itemized accounting of all fees, interest, payments, credits, and adjustments. * Documentation supporting any balance BMO claims I still owe after the collection account was paid. * An explanation of why I continue to receive statements on a closed account. If BMO can not substantiate the alleged balance, I request that the balance be removed, that any inaccurate records be corrected, and that they stop attempting to collect this disputed amount. I have made every reasonable effort to resolve this matter directly with BMO, but after multiple phone calls, branch visits, and written disputes, I still have not received a clear explanation of why BMO claims I owe additional money. I have made repeated and extensive attempts to get help from BMO, including : Calling BMO customer service multiple times. Visiting BMO branches in person. Speaking with branch employees and asking for assistance. Sending written dispute letters. Requesting an explanation of the remaining balance. Requesting an itemized accounting of the balance. Requesting documentation showing how the balance was calculated. Requesting a complete account history. Asking why I am receiving statements on a closed account. Asking why I still owe money after paying the collection agency. Trying to resolve the issue directly before filing this complaint. Attempting to get answers from both phone representatives and in-person staff. Following up after not receiving clear answers. Explaining that the issue started during the XXXX XXXX XXXX XXXX to BMO conversion. Explaining that I was locked out of my account and could not access or manage it. Explaining that fees continued to accrue while I could not access the account. Explaining that the account was sent to collections. Explaining that I paid the collection agency. Explaining that I continue to receive statements despite the account being closed. Despite all of these attempts, BMO has not provided a clear explanation, documentation, or an itemized accounting of the balance they claim I still owe.

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