Consumer complaint received 2023-10-03 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Loan sold or transferred to another company
Company: BMO BANK NATIONAL ASSOCIATION
State: NC

Complaint narrative:
On XX/XX/XXXX BMO/ BMO Harris acquired Bank of the West along with a loan for a travel trailer me and my wife took out in XXXX on XX/XX/XXXX I tried to make a payment but the information for digital banking did not transfer over, so I was forced to redo the external transfer information which was all good and fine. I waited the 3 days like I was told to in the app went back on the website XX/XX/XXXX the information did not process so I contacted the bank customer service line at XXXX XXXXXXXX XXXX I imputed my information loan number and SSN per the automated system. I was able to get ahold of a rep from the bank, but she said she was unable to discuss the loan with me and could not find the issue as to why the bank info had not worked, she walked me thru putting the info back in again and was told I could make a payment on their XXXX XXXX XXXX. I then went to the XXXX XXXX XXXX  as directed and tried a 3rd time to make a payment the app denied the payment due to information not matching. I was told to see if the external acct process was worked and try again in 3 days. on Sunday XX/XX/XXXX I checked the mail, and my wife received a notice to pay the bill in her former name that she had not used since XXXX. I had also received an email from my current bank that there was some possible unauthorized activity on my checking acct. I called my current credit union and was told they received ACH transfers that for a person that did not match my account. I then realized that they were trying to process the verification in my wife 's former name that our current credit union has no record of. So, on Sunday XX/XX/XXXX I called BMO bank to try to correct the discrepancy and pay the bill when I again dialed in my personal SSN and my loan number via the automated service the first Rep said she could not help me and transferred me to the loan dept at which time I talked to them at XXXX XXXX XXXX I was told that they would not talk to me about the loan which I found odd since I am the Co- Applicant and the loan is tied to me as well as her I tried to tell the lady on the phone they had the wrong people on the loan she still refused to talk to me and would only talk to my wife. I then obliged and put my wife on the phone she was told that this was the information on the loan they verified my SSN was tied to the loan. she asked to have her name changed to her correct legal name and the name that the loan was applied to since she filled out the loan application in her true legal married name. The lady refused we tried to explain our credit union was flagging the transaction and we needed it to be changed and that for whatever reason they needed to correct the ability to speak to me since they verified, I was the co applicant and am legally entitled to be informed of depts in my name. We were then told that the only way to fix the problem is to go to a BMO branch this poses a problem since we reside in XXXX XXXX and the nearest branch is in XXXX XXXX miles away. I believe this to be in violation of CFPB regulations first then they refuse to talk to person legally entitled to information about depts trying to be collected in my name and refuse to give any information to me. They applied a loan to a former name that is not the one on the loan application itself and was verified with copies of our XXXX  driver licenses when we were granted. As well as not abiding by XXXX  fair banking practices for the same mentioned above I may reside in XXXX but as a military member I still retain my XXXX  residency and right thereunto. We also have reason to believe BMO sold this incorrect information since we have already been contacted by collectors looking for her former husband that she has not been married to in over 20 years and have not obligation to any of his current depts which has led to some harassing phone calls.

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