Consumer complaint received 2024-05-22 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
This account was opened on XX/XX/year> On Wednesday XX/XX/XXXX I went to my branch to withdraw some cash and transfer a large amount ( {$45000.00} ) from my checking to my savings. On Sunday XX/XX/XXXX, I went to use my debit card on line for a small item and was declined. After several tries, I went to the bank webpage and both my checking and savings accounts were at XXXX balances. Due to it being a Sunday, I tried to call customer service call center and all they could tell me was that the accounts were closed on Thursday XX/XX/XXXX due to a missing signature ... XXXX XX/XX/XXXX I drove to the branch ( which is a XXXX XXXX XXXX from me as XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and the branch manager was not in but I did speak with a Retail Relationship Banker and after explaing to him the problem, I requested to know where was my money. He made a call and told me that the money was mailed out to me. I " never received a call, text, or email regarding what happened and then found out that they had mailed the check to my physical address where I " Do Not '' receive mail. I only receive XXXX and XXXX XXXX. When I signed up for the account in the branch I gave my mailing address ( which is a XXXX XXXX XXXX And advised them of the mailing situation. It was written under the mailing address area. I asked the Representative to request a stop payment on the check and issue me one here at the branch. I was told that if they do a stop payment I will have to wait 30 to 90 days for another ... I was also told that the manager of the branch would be in tomorrow and he would be calling me. On Tuesday XX/XX/XXXX, The branch manager did call me in the am and informed me that he was waiting for a call back from higherups to see if the policy could be waived for this particular issues as I had {$980.00} in my checking account and {$44000.00} in my savings. He said he would call back later and never did. On Wednesday XX/XX/XXXX I called at roughly XXXX as no one called backed as promised and said that they do not send mail to XXXX XXXX XXXX and that is why it went to the physical address... He then told me that they can put a stop payment on the check after 10 business days from date of issuing which would have been Thursday XX/XX/XXXX. Meaning I should be able to pick up my check on Tuesday XX/XX/XXXX. I became very angry at this manager over the phone and raised my voice with a curse word since I was not getting any straight answer since Monday XX/XX/XXXX. I tried to call back as the manager hung up on me and they would not pick up the phone so now I am asking you for help. First they close the account in error, then they mail out 2 checks to an address that will never receive the letter, so at this point the checks are lost and could very well be picked up by someone and cashed. No one ever called, emailed, sent a letter notifying me ... '' NOTHING ''! BUt they still will not issue a check earlier for me even though they caused this major issue.. I am needing a voice in this for assistant and I appreciated all you can do. THank You 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