Consumer complaint received 2026-05-07 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
XX/XX/XXXX XX/XX/XXXXXX/XX/XXXX : Wife and I entered BMO XXXX branch. Requested the closure for all of our accounts. Included checking account, debit and credit cards. We were told this was completed. Received our checking account balance and then left. Went home and cut into tiny pieces both debit and credit cards. Subsequent months : Did not receive and final/closing statement. Assumed all accounts were closed. A final or closing statement would have alerted us that the credit card was not terminated. Not receiving statements in the following months would also have alerted us that this account was still open. Did not receive any further statements or correspondence until XX/XX/XXXX. XXXX XX/XX/XXXX Without knowing and intent, mistakenly made of purchase of {$87.00} from XXXX using the BMO credit card that was still active. XXXX XX/XX/XXXX : Received an email from BMO Online Services. The letter asked for a past due payment of {$25.00} on the XXXX account ending in XXXX. Without our knowledge or intent, it was obvious that they had not closed the credit card account as promised. Assumed that it was done with their knowledge and intent that they kept the account open. ( copy enclosed ) XXXX XX/XX/XXXX : Filed a formal complaint with Consumer Financial Protection XXXX ( CFPB ). Requested a statement from BMO with the date of said purchase, vendor and amount of charge. ID XXXX XXXX was XXXX. Complaint regarded BMO Bank N.A . I attached five documents. My phone number has since changed to ( XXXX ) XXXX. Subsequent weeks : Only with the assistance from CPB did we finally receive a statement as requested. It was dated from XXXX XXXX to XXXX XX/XX/XXXX. With a real statement, I researched the vendor and discovered date, amount and nature of the purchase. [ 2-page attached copies ] XXXX XX/XX/XXXX : Received a letter from the BMO XX/XX/XXXX Department , XXXX XXXX ( manager ), regarding our complaint to the CFPB. They stated that they never received a request to close the credit card account. She confirmed that the account had a XXXX balance until the purchase of {$87.00} was made XXXX XX/XX/XXXX. [ attached copy of letter ] XXXX XX/XX/XXXX : We went to the XXXX XXXX and talked with the branch XXXX XXXX XXXX. She told us that she had talked to the BMO XXXX Department. XXXX XXXX ( manager ), told XXXX XXXX that I could write BMO a check for the purchase amount and tender it at the branch. I wrote a check, # XXXX, for the agreed amount of {$87.00} and handed it to XXXX XXXX. We were told that this would satisfy our debt and obligation to BMO. We assumed it was over. We were wrong. [ attached check copy front and back ]. Subsequently : More emails followed demanding payment and interest charges for our XXXX purchase of {$87.00}. XXXX XX/XX/XXXX Called BMO on the phone. Representative told me we had to go back to the branch. Told me the XX/XX/XXXX departments back office was working on the issue, and that a response in ten days would be given. Not received. Dated XXXX XX/XX/XXXX ; Received in the mail XXXX XX/XX/XXXX Received an email for the BMO XXXX Department. It demanded we pay {$230.00}. It also stated that the credit card and account was closed because of our untimely payments. From talking to the XXXX branch manager, and the persons on the call of XXXX, it seems obvious and apparent that the BMO commercial banking side of their business can not, or will not, communicate with their XXXX Department. [ attached copy ] XXXX XX/XX/XXXX : As suggested, I called BMO customer service on the phone. XXXX representatives pulled up our file. They told me that the credit card account had been closed. And indeed our check # XXXX for {$87.00}, had been received on XXXX XX/XX/XXXX, and then cashed and posted for the full amount on XXXX XX/XX/XXXX. [ enclosed copies ] Subsequent month : BMO reported our situation to XXXX XXXX. I registered a dispute. No satisfaction with this firm. Again, no one asked questions or expressed a need for clarification. Enclosures : BMO mail dated XXXX XX/XX/XXXX XXXX Credit Card statement ( 2 copies ) covering XXXX XXXX to XXXX XX/XX/XXXX XXXX letter date XXXX XX/XX/XXXX Check to XXXX Bank # XXXX for {$87.00} : front and back BMO in branch office receipt for {$87.00} payment given to XXXX XXXX. XXXX Bank statement from XXXX XX/XX/XXXX through XXXX XX/XX/XXXX XXXX letter dated XXXX XX/XX/XXXX and received XXXX XX/XX/XXXX BMO the last statement we received before the CFPD : XXXX to 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 monetary relief