Consumer complaint received 2025-08-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BMO BANK NATIONAL ASSOCIATION
State: TN

Complaint narrative:
Complaint Against BMO Bank Summary of the Problem : On XX/XX/year>, I purchased a XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX ( Order # XXXX ) for {$930.00}. 
I used my BMO Bank debit card for the purchase. I received the wrong item and initiated a return with XXXX. 
My XXXX account history confirms the product was 'Picked Up ' by XXXX XXXX XX/XX/year>, see Exhibit XXXX. 
XXXX failed to issue a refund. After months of difficulty, XXXX advised me to dispute the charge with BMO Bank.

BMO Bank incorrectly classified my debit card dispute as fraud, even though I repeatedly stated it was a " wrong item '' and a valid charge. 
My complaint falls under Regulation XXXX of the Electronic Fund Transfer Act, which governs debit card disputes.

The bank 's misclassification of this dispute has had severe and ongoing consequences : BMO Bank closed my personal accounts. 
The bank placed me on XXXX XXXX, a consumer reporting agency for bank accounts. 
BMO Bank reversed the temporary credit for the dispute and sided with XXXX, giving them my money. 
I was charged an overdraft fee of {$940.00}. 
As a XXXX individual on retirement, I am now unable to open new bank accounts at any financial institution due to the negative report BMO Bank placed on XXXX XXXX.

This has caused significant hardship, preventing me from managing my finances and accessing essential banking services. 
I do not have the money I paid for the laptop, I do not have the item I ordered, and my personal bank accounts have been closed with a negative mark on my record that is preventing me from banking elsewhere. 
Detailed Timeline and Events : XX/XX/year> : Ordered a XXXXXXXX XXXX XXXX XXXX XXXXrom XXXX for {$930.00} using my BMO Bank debit card. 
XX/XX/year> : Received the package and immediately discovered it contained the wrong item. I contacted XXXX and received a return label. 
XX/XX/year> : XXXX picked up the return from my home, see Exhibit XXXX. The status of this return in my XXXX account history is listed as " XXXX XXXX, '' which I can provide as a screenshot, see Exhibit XXXX. 
XX/XX/year> : XXXX emailed me, claiming my card issuer reported unauthorized use of my card and reversed the transaction. This was the first indication of a problem, as I had not reported fraud. 
XX/XX/year> : XXXX stated the dispute was resolved between them and BMO Bank, and they would not issue a refund. They also restored my XXXX account, which had been put on hold. 
XX/XX/year> : I spoke to XXXX, and they agreed to process a refund via check, stating it would take XXXX weeks. I promptly informed BMO Bank of this development. 
XXXX - XX/XX/year> : I contacted BMO Bank 's Reg E Processing Department multiple times to explain the situation and provide documentation, including the XXXX receipt and XXXX 's own confirmation of the return pickup. 
Despite this clear evidence, BMO Bank classified the dispute as fraud, closed my accounts, and sided with XXXX, giving them the {$930.00}. 
The bank 's actions have been directly contrary to the information and documentation I provided. 
XX/XX/year> : XXXX sent another email stating the dispute was resolved in their favor and they would not reimburse me. 
XX/XX/year> : I spoke with XXXX again, and they maintained the refund would be processed in XXXX weeks, contradicting their own emails. 
XXXX XXXX : I have not received a refund from either XXXX or BMO Bank. I do not have the product I paid for. My BMO Bank accounts have been closed, I have been reported to XXXX XXXX, and I've incurred an overdraft fee. 
My documentation, including the XXXX return receipt and XXXX 's own confirmation of the return pickup, proves I returned the item and that the dispute was about a wrong item, not fraud.

BMO Bank 's misclassification of this issue and subsequent actions have created a permanent barrier for me to open a new bank account, which is causing severe hardship as a XXXX person on retirement.

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