Consumer complaint received 2026-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
On XX/XX/XXXX, I received a direct deposit from XXXX XXXX in total for {$770.00}. That deposit was sent to my BMO account. The BMO account was closed at that same time. it was close either before or on the same day according to BMO bank manager. That deposit was accepted by BMO on an account that was closed instead of rejecting the payment and sending back to Sender they accepted the payment and then close the account or in accordance to them. Once I went inside and spoke to an actual manager. They went ahead and called the fraud department as the fraud department said the account was closed under fraud suspicion/unable to verify account. this account was opened online through their website. I came insidee the branch showed my ID everything to show I was the owner but they said there was nothing to do as they account is closed. The manager then went ahead and called up to his financial fraud department, the fraud department and which they went ahead and said the account was closed and confirmed They did accept the direcpt deposit from XXXX made to the account. The account did have a negative balance of {$41.00} so they were going to then collect the negative balance of {$41.00} and send me a check for the remainder amount. After about a week of expecting the check no check was delivered so I went back into the branch, and I spoke with an associate the associate as well told me that they should be sending a check in any scenario where an account is closed. In this case the payment shouldve been rejected. They were unsure why the payment was not rejected on a closed account so later, they went ahead and brought this to the attention of management After management coming to a conclusion in the decision they were not going to release the funds to me specifically because they were not able to verify ID identity although I was inside showing my identity with my California drivers license later after about two months of dealing with this going back-and-forth this payment comes from XXXX is a California state benefit that benefit payment then goes to a third-party bank to send out the funds. This process is extremely difficult for what BMO requires me to do. They are asking me to have a recall initiated, but understanding these are two different agencies and conclusion, but they dont necessarily work for each other so one is telling me to go here the other one is telling me to go there theyre telling me to come back to the bank to go ahead and get my funds. I am now reaching out because The practices of this bank are not customer satisfactory. They went ahead and accepted a direct deposit on a closed account. They accepted a direct deposit on a closed account that had a negative balance and then told me they were going to Keep the check minus the negative balance and send me a check. Then later they told me the account was closed and hey would not be accepting the check although the check was accepted meaning that the account was XXXX bucks. It would still be XXXX bucks and then theyre going to hold the funds until they can be recalled by the sender That is an unsatisfactory as this is my money. Ive been waiting multiple weeks. Ive spoke to multiple management and the due process for which should have happened did not happen correctly because the account was negative they try to keep the money and then send me a check and then they decided not to send me a check and then decided not to close not to close the account, but to send the remaining balance to collections instead of taking it out of the deposit that they accepted at this point I just want my money sent to me. It is my money it comes from the California state of unemployment which has caused me a huge Huge issues as I am already struggling paycheck to paycheck and this is a lot of money

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