Consumer complaint received 2024-05-08 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I initiated an online transfer to occur on Friday XX/XX/2024. I did not see any notification after I completed the request online or receive any email notification over the weekend. Transfer is not visible under scheduled transfers or under the account details. I waited until Tuesday XX/XX/2024 and still didn't see any transfer activity in the account details or receive any email notification. Hence I thought I made a mistake thinking that I did not click the last submit transfer button. So, I initiated another transfer on Tuesday XX/XX/2024 for the same amount, from and to the same bank accounts. On Wednesday XX/XX/2024, it is still shown as pending with the words " Outgoing Credit ''. I called the customer service to find out what is going on with the transfer that I submitted on Tuesday XX/XX/2024 and spoke to someone name XXXX or XXXX. She was very courteous and told me that I have to wait XXXX to XXXX business days because the transfer is under review. I explained to her that I initiated a transfer last Friday, but wasn't sure whether I submitted that XXXX. She confirmed transfer on XX/XX/2024 was rejected, but couldn't tell me why it was rejected. So, I told her that I would like to understand the reason why the first transfer was rejected and I did not receive any notification and why the second transfer is also under review. She couldn't help me, so she escalated the issue to her supervisor. While she was doing that, I received an email from BMO Alto saying that the transfer on XX/XX/2024 was rejected in error and that I can submit another transfer. XXXX 's name is XXXX, he answered the phone in a very loud and rude manner, trying to intimidate me. He said an email was sent out on Saturday, that I didn't check my spam folder and asked me if I didn't receive any notification, why did I initiate another transfer for the same amount. He didn't want to listen and understand exactly what happened, instead he was just talking over me and being extremely rude. If he can't be patient and answer questions in a calm, professional manner, then he shouldn't be in the customer service profession or be in a supervisory role. I asked for his full name, but he doesn't want to provide it. He told me that there's nothing else that he can do help and was going to hang up the phone. 

I'd like to understand the BMO Alto 's process of selecting certain transactions to be under review. I'd like to understand why I'm not consistently receiving email notifications. I would like to see the transaction either under account details or somewhere else under transfer, showing that it was initiated and rejected. I'd like to understand why, we, as customers have to provide every detail asked of us, to get verified and the customer service supervisor can not even provide his last name. 

Thank you

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