Consumer complaint received 2025-09-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Urgent complaint BMO Bank failed to properly handle XXXX fraud dispute after my phone was stolen ( XX/XX/year> ) ; gross incompetence and mishandling To the Consumer Financial Protection Bureau : I am filing an urgent complaint against BMO Bank for gross incompetence, negligent handling of a fraud dispute, and repeated failures to document and investigate XXXX transactions after my phone was stolen. This situation is causing me severe stress and financial harm and must be investigated immediately. 

Summary of events and problems : On XX/XX/year> I called BMO to dispute unauthorized XXXX transactions after my phone was stolen while I was temporarily living in a shared space. My phone is gone it was stolen, not merely lost. 
The XXXX BMO phone agent told me she was filing disputes and that my account would be frozen. Midway through that call we were disconnected. I promptly called back. 
The XXXX phone agent told me they could see the disputes but said there was no way to recover the funds before XXXX days. I relied on their representation that my dispute was logged. 
I later contacted the CFPB and was informed BMO had no record of my dispute at all. In other words, the bank never properly recorded the dispute as the first agent claimed. 
Because I did not trust phone support, I went to a local BMO branch to file documentation in person. The branch banker I dealt with ( last name ending in XXXX ) refused to take my police report or any of my documentation, was condescending, and had a noticeable language barrier that made communication difficult. She recommended I call the support line the same support line that had failed to file my dispute in the first place. I asked if she would call from inside the branch to ensure it was done correctly ; she refused or did not do so. 
As a result, although some disputes are now filed, they are incomplete and do not cover all unauthorized transactions. Because the banker refused to accept my police report and documentation, I am being forced to go to yet another location to attempt to fix what BMOs systems and staff failed to do the first time. 
Additionally, it appears BMOs customer service is outsourced and the agents I reached have poor English proficiency, which has repeatedly interfered with resolution and created additional risk and delay. 

What I am requesting from the CFPB : XXXX. Investigate BMOs handling of my fraud dispute and why the initial phone interaction did not create a record of my dispute despite explicit confirmation that it was filed and my account would be frozen. 
XXXX. Require BMO to immediately : XXXX ) freeze any compromised accounts as appropriate, XXXX ) fully investigate the unauthorized XXXX transactions, and XXXX ) reimburse me for all verified unauthorized transactions without unnecessary delay. I AM ENTITLED TO PROVISIONAL CREDIT UNDER REGULATION XXXX XXXX. Require BMO to accept and properly log my police report and all documentation at the branch level without forcing me to travel repeatedly. 
XXXX. Require BMO to provide a full explanation and written evidence of what actions were logged on XX/XX/year> and since, including call logs, dispute entries, and the names/IDs of staff handling my case. 
XXXX. Require BMO to correct their records so my dispute is properly recorded in their system, and to confirm to me in writing that the dispute ( s ) are filed for all unauthorized transactions. 
XXXX. Require BMO to waive any fees or penalties resulting from this theft and their mishandling of my dispute. 
XXXX. Provide me with a complaint reference number and interim timeframe for resolution and remediation. 

I have a police report documenting the theft and I have detailed notes of my calls and visits ( including the date XX/XX/year> ). I am happy to provide copies of the police report, account details, and any call/branch interaction records to the CFPB and BMO upon request. BMOs failure to properly accept and document a fraud report, its contradictory responses, and the multiple times Ive been forced to repeat myself and travel to branches due to their incompetence is unacceptable. 

This is urgent. I expect the CFPB to open an investigation and compel BMO to act immediately to protect my funds and correct their records. Please contact me with next steps and the complaint number so I can follow up.

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