Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BMO BANK NATIONAL ASSOCIATION
State: NV

Complaint narrative:
on XX/XX/year> i open an account with Bmo Bank. I called the bank to ask if I could do mobile deposit on a third party check they instructed to me the person to sign it over to with both signatures. I made deposit of XXXX and XXXX total of XXXX on mobile deposit it was accept it says will let me know when funds will be released i get XXXX emails saying approved will be deposited XX/XX/year> made the deposit on XX/XX/XXXX XXXX funds were deposited on XXXX as it said it would be released XX/XX/year> I was setting up my direct deposit on line and setting up my XXXX account and connecting my cards to my other accounts I logged off. I go log back in to see when my debit card was coming and every time i put my password in it said it was having technical issues to try back later so I called the bank BMO spoke with customer service they informed me that they need to verify my Identity because I entered the wrong password and it locked me out said it would take XXXX days they asked me to send address verification and a copy of my ID which I did and was verified. then after the XXXX days XX/XX/XXXX ok you been verified. Go to log into my account still have no access to my account. I call back they say log back in every XXXX hours and check so i do and nothing. I call back and the bmo agent says theirs still restriction so I file complaint about what's going on. I get transferred to XXXX department once i said i filed complaint against their department I was never treated right at all was yelled at and hung up on was treated like i was nobody. called back a fifth time get intouch with bmo again said it would be XXXX days that i had to wait to gain acess to my account that they were verifying the deposits the deposits were already verified and available but once i said i filed complaint about how long it was taking to get back in my account. I asked she said till investigation is done i said fine it will be XXXX weeks she says but if i want to speed up the process i could to the branch i told her my situation that im XXXX had surgery had XXXX removed that i could not she said ok just wait to hear from them. I call bank back XX/XX/XXXX because i got bank statement telling me that my available amount XXXX so i spoke with XXXX again to get an update they said i had to go to the bank again stated my situation I said could provide medical documentation. i had surgery and my XXXX reason why i couldn't go got mad said not her problem that we could recall the funds but if I did that it would be XXXX days to get new checks issued I told her that was unacceptable. I called the bank on March XXXX XXXX because i received an email of account closure they said I filed another complaint. I call again On XX/XX/year> I asked for explanation why my account was closed I sent an email no response the only thing I received a letter stating that any money that was in account would be sent by certified check date XX/XX/XXXX with my bank statement of XXXX withdrawal that day. I call the bank XX/XX/XXXX and asked when the funds would arriving and said i was not getting any money no where does it state it that it is fraud it says nothing of the sort i will attach the letters to this complaint. i feel i was treated wrong and misinformed as no letters state anything about that. I would like the money that been sitting with BMO and withdrawal on XX/XX/XXXX saying in the letter it would be sent to my address and nothing ever came. all this was handle wrong and not my fault in anyway this their fault not telling or informing what's going on getting run around questions, being treated like I was not worthy to be a customer I am very upset at this whole thing.

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