Consumer complaint received 2023-11-01 00:00:00
Product: Checking or savings account — CD (Certificate of Deposit)
Issue: Closing an account — Funds not received from closed account
Company: BMO BANK NATIONAL ASSOCIATION
State: OH

Complaint narrative:
I closed the account on XX/XX/2023 which contained {$20000.00}. I did this via the chat box on BMO online service. When I did this, I was asked to verify the address on the account. After I verified it, I sent a message and asked the cashiers check to be sent to my new address as I had recently moved. The chat box said the check was already issued to the previous address, but they would change it. I asked if I could call back to ensure that it was sent to the correct address, and they said to call back in a couple of days. 

I called on XX/XX/2023 and was told to wait a few more days because the check had to be processed in order for them to see where the check was going. 

I called again XX/XX/2023 and was told that the check was sent to the correct, updated address. I was told it would arrive in XXXX business days. 

I called again XX/XX/2023 and was told that they weren't sure where the check was but to wait a few days to see if it arrives. 

I called again XX/XX/2023 as the check still hadn't arrived. I was told that an account executive would call in XXXX business days. I explained that the check was very late and I needed the money due to a recent lay off and I would be moving across the country in a week. 

I called again XX/XX/2023 to see if I could get more information on what happened to the check. They notified me that they weren't able to tell me any more information, but tried to find out more. I was told that the check was actually sent to the wrong address and I would have to wait for the account executive to call to fix it. 

I called again XX/XX/2023 as I still hadn't received a call back. After reviewing my entire call history and explaining that I'd spent hours on the phone trying to get this resolved, the lady on the phone said she would check that the check hadn't been cashed, cancel the check, and issue a new check to the correct address. I asked if the check could be expedited as I would be moving by XX/XX/XXXX, but she said it would only take XXXX business days. I was told that if I don't receive the check by Wednesday, to call back and ask for her directly. 

I called on Wednesday, XX/XX/2023 and was told that they didn't have any information on the check. I was adamant on getting the issue cleared up due to leaving the state on XX/XX/2023. I was told that only the account executive could give me the information and they would call in 1-3 business days- explained I would not be in the state at that point. After an hour on the phone and asking to speak with a supervisor, I was transferred to a solution specialist. They assured me that the account executive would call around XXXX XXXX  as that is when their work day starts. At XXXX XXXX, I still hadn't received a call and called back in to get information on my check. After XXXX hours on the phone with a solution specialist, I was not able to get any additional information on the check ( where it was sent, when I should receive it, why I hadn't received it, if it was ever sent at all ). I was told I would receive a call ( again ) from the account executive in XXXX business days, and that the solution specialist would call me herself by the end of the day by XXXXXXXX XXXX I asked to speak to a manager but the managers were in a meeting untXXXX XXXX XXXX. I was also told that no one else would be available to help me. 

On this same day, I also called the physical branch that I was assigned to. I was told that the account executive wouldn't be able to help me with my issue as all of the banking had been done online. The online customer service team would have to handle it.

I still haven't received a call from an account executive, and I have no idea where my money is despite being told where the check had been sent to previously. It has now been 1 month since I closed my CD account and I still don't have my {$19000.00} and I have no idea where the money located.

I also had all of my mail forwarded to my new address, so even if they had sent it to the old address, I should have received it at my new one. I get notifications from USPS that tells me what mail is forwarded, and I didn't receive a notification showing me that the cashiers check was being received at my address.

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 non-monetary relief