Consumer complaint received 2024-03-21 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: WI

Complaint narrative:
XX/XX/2024 To Whom It May Concern : I am writing to express my concern regarding a charge I do not recognize, issued by BMO, to which I have not received a satisfactory response despite my multiple attempts to resolve it in person, as well as through telephone and online communications.

XXXX. Due to work commitments, I travel frequently. Upon returning home on XX/XX/2024, after an absence of XXXX months, I found XXXX letters from BMO in my mailbox. The XXXX  notification, dated XX/XX/2024, informed me of a payment delay on a loan, requesting a payment of {$35.00}. 

XXXX. On XX/XX/2024, I visited the BMO branch at XXXX XXXX XXXX XXXX, XXXX, WI XXXX. There, I spoke with the employee XXXX XXXX ( XXXX : XXXX ). After explaining my situation and showing him the correspondence received, he searched his system and informed me of a {$750.00} charge corresponding to a personal line of credit, alleging the use of a check, which I denied, as I have never requested money nor received checks from said account. Despite his telephone attempts with the bank, only other contact numbers were provided. After about XXXX XXXX, he suggested I make a payment of the overdue amount to proceed with the claim, as he could not access more information in his system due to it being in collections. When I requested to make the payment in branch, he indicated it had to be done by phone. I requested some proof of my visit and disagreement with the charge, but he informed me that it was not possible. 

XXXX. I called the number XXXX XXXX XXXX, as XXXX XXXX had indicated, to make the payment using a XXXX XXXX XXXX account, accepting an additional charge of {$10.00} for the telephone service. 

XXXX. Unsatisfied with XXXX XXXXXXXX XXXX response, I also filed a claim on BMO 's website, detailing my experience at the XXXX and XXXX XXXX. 

XXXX. On XX/XX/2024, I returned to the same branch to follow up on my case, speaking again with XXXX XXXX. When asked about progress, he indicated that there were no new developments but that he would now make a report in the system for me to sign, which I did. When I requested a copy or report number, he indicated that he could not provide it, claiming that this is the established procedure. 

XXXX. The response I received through BMO 's website informed me that I should proceed by telephone. Upon calling the number XXXX XXXX XXXX, after several attempts and without finding a specific option, an employee identified as XXXX ( employee number XXXX ) informed me that, although he did not see any claim registered under my name, he could not process a new one as I supposedly had already made one with XXXX XXXX. He suggested I contact him directly, regretting he could not offer more help.

Given this situation, I respectfully request your intervention to resolve this matter, ensuring that my rights as a consumer are respected and the unrecognized charge is properly investigated. 

Sincerely, XXXX XXXX

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