Consumer complaint received 2024-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Original complaint dated XX/XX/XXXX I have been the victim of severe identity Theft, which included my bank accounts at XXXX XXXX  and XXXX. Somebody access to my accounts fraudulently and changed the security codes for me to be locked out, change the address and phone numbers and mailed themselves a debit card. They access a pin via email reportedly and was able to use my debit card at ATMs, casinos, and other various locations in other areas I clearly was not. XXXX XXXX  did a great job with refunding the funds, however, XXXX will not refund approximately {$6500.00}, because a pin number was used. They argue that they cant prove that I didnt give my pin number to somebody. Its ridiculous and its a lot of money that I should not be held liable for per consumer protection laws. My account has continued to be compromised at this bank, and I am pulling my money out immediately and going to a different bank. 

Received response from an XXXX XXXX XXXX from XXXX and then they closed my consumer affairs report without my feedback. Per XXXX XXXX response letter dated XX/XX/XXXX, I allegedly had a call on XX/XX/XXXX with BMO in which I stated I had deposited an {$11000.00} check and confirmed I was in possession of my card. If they looked in their files they would show this is completely not true and a blatant lie. A fraudulent IRS check was deposited in my account so that they could continue to take money out of my account over the weekend. This was not in my name. It was not a real person, nor was it a real check. XXXX XXXX, VP at the XXXX XXXX branch is very aware of this entire issue and it is very well documented internally, something I have seen with my own eyes. I have never had a debit card released to me on on my account. When Bank of the West was sold to XXXX earlier this year, they automatically sent out debit cards to everybody, something I never had on my account, clearly mine was intercepted. They can look and see a debit card has never been used on this account other than the fraudulent charges. It was never activated by me. I never used a chip, a pin, no part of a debit card. A stranger was about to activate a pin number via email somehow, also documented internally. I would like to request the proof that this was me, they use ATMs and there is video. I would also like to request that you guys review all of the internal notes regarding the fraud activity that took place in late XXXX and early XX/XX/XXXX. XXXX XXXX also stated that no address change was ever found on my account. This is also fraudulent and a lie. If they go back to XXXX and XX/XX/XXXX, they will see that an address in XXXX Ca was placed on my account, along with a new phone number, a new email address, and my security passcode was changed, locking me out of my accounts completely. They also went back and verified that my correct information was the one that was previously on the account and I had to jump through many many hoops to get it changed back. I dont know why they are lying and stating none of this happened. I also experienced fraud at XXXX Bank during this same time and they actually investigated it took care of it no problem, As it was very clear, it was fraud. I am reattaching the police report and I am asking for more information to be received to show proof of this guys response be my allegations. I am tired of the lies of XXXX. I am leaving BMO for chase immediately as a result of all of this, and I recommend anybody else do it too because they will steal your money without any questions asked. I want this money back that was stolen from me. they owe me rightfully per my own protection with consumer affairs. Im happy to sign an affidavit stating I did not authorize anybody to get or use a debit card into my account. I am again asking that all the records be thoroughly reviewed and even requested by the department of consumer affairs, and attached to final response by XXXX, which will prove XXXX XXXX is lying in this report. I will continue to reopen these consistently every day for the next 20 years if thats what it takes to get this is actually investigated and not a bogus response Just because they dont wan na pay for it. I do not believe the department of consumer affairs should get a letter back from the company and just assume that thats reality And close the case, without any further documentation for me, I can gladly prove. Please see attached police report. They also blocked the {$11000.00} Check, so if I had deposited this, then wheres the money for that? Its not there because it was fraudulent! Please also see attached letter written back from XXXX XXXX from XXXX showing the blatant lies that he chose to tell without clearly doing any research. If anybody talked to me on XX/XX/XXXX and stated that I said I was in possession of my card, they are lying And I would like to hear the audio recordings showing I said this, as they are recorded per. I have never had a debit card, certainly was not in possession of a debit card in XXXX and early XXXX, and definitely Did not deposit from a mobile deposit a fraudulent IRS check in a completely different name. I still to this day do not have a debit card and they are blocked on my account From being ordered. I am still getting people trying to access my account at XXXX and it has been 5 months. I get a new email several times a week stating my password has been changed. Get it together XXXX. This is completely unacceptable and anyones money is completely unsafe here. I was just in the process of completing a HELOC with them in which I am canceling immediately, Taking my money out of BMO, along with my dad who has a very large amount of money in BMO And an extensive history for 45 years with them because of this issue And the lack of respect and care to even try to investigate my claims honestly with due diligence

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