Consumer complaint received 2024-05-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
My efforts in reporting blatant errors and fraudulent activity on my XXXX Account have gone unnoticed by following the initial format. 

On Sunday XX/XX/XXXX I spoke with XXXX XXXX  from Call Center who did not answery questions but instead placed me on hold ultimately producing a reference number to bring to my local branch here in XXXX XXXX. 

On XX/XX/XXXX spoke in person with Bank Teller XXXX and her Manger XXXX XXXX about my concern and dissatisfaction with substitute checks of images for a Remote Mobile Deposit that I never made let alone endorsed. 

Was promised a follow-up courtesy call as a valued customer that never materialized. My own follow-up via email is described below. 

The phone number ultimately provided by XXXX was for the XXXX Accounts which brought me back to square one. 

REFER to XXXX. 

Have included the XXXX  Help Desk address to see if they could confirm my suspicions that the imaged checks were both created stamped and endorsed with a fake signature on XX/XX/XXXX shortly after an unregistered XXXX device had access to my account. 

Bottom line would like the {$990.00} chargebacks reversed immediately with my Personal XXXX Account remaining in good standing without any adverse effect. Was anticipating compensation from multiple employers and was shocked upon the charge back of receiving subsequent Substitute Checks under the Check 21 doctrine. 

Personally never had these checks in possession let alone utilized in a remote Mobile Deposit. Under the EFT Act Section E I should be protected as the remote deposit was from a foreign or artificial intelligence device and therefore not a real check which would exclude my right of receiving protection and due recourse of my initial oral request now backed in writing today Monday XX/XX/XXXXXXXX XXXX The end of this request will have detailed footnotes to make this clear To reiterate I would like the {$990.00} Chargeback reverses as your BMO Digital Bank Guarantee apply to PERSONAL Accounts. 



The 2 checks put into my account reflected a XXXX Routing Number on the stamp dated XX/XX/XXXX. 

The Chain Reaction began on XX/XX/XXXX At XXXX XXXX I received the unregistered device email that indicates an XXXX device and also a CENTRAL TIME Or Chicago Metro Time Zone of XXXX or XXXX At XXXX and XXXX on XX/XX/XXXX XXXX separate remote deposits were acknowledged accordingly. They did not come from my device and I did not provide these dubious checks * and ** Nor did I endorse and or sign in ink or eSign the 2 " Imaged Checks of an unknown origin '' ( Hence EFTA protection under E ) Did not stamp them with a Mobile Deposit stamp of XX/XX/XXXX with an Account XXXX Stamped Routing Number that is from a BMO Harris BMO N.A. Business Routing Number that corresponds to an Illinois XXXX Non Personal Account/non counterpart to my XXXX PERSONAL Checking Account. 

It follows that XX/XX/XXXX at XXXX and XXXX both deposits of {$490.00} were approved for Deposit generating the Aggregate Total of {$990.00} BMO Bank N.A . 
XX/XX/XXXX XXXX Mobile Deposit XXXX XXXX XXXX XX/XX/XXXX The Digital Banking Guarantee should honor the Chargeback reversal on this error alone. 

Please note the subsequent Routing Numbers that followed. 

XXXX BMO XXXX XX/XX/XXXX XXXX XXXXXXXX XXXX XXXX  XX/XX/XXXX XXXX for RR - XXXX " XXXX '' XXXX for RR - XXXX " XXXX ''???? REFER to Maker XX/XX/XXXX XXXX XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX XXXX RR - XXXX XXXX RR - XXXX XXXX The routing number XXXX is the XXXX XXXX XXXX XXXX XXXX XXXX routing number. This number is used for credits for paper and facsimile savings bonds, as well as separately sorted ICLs. 

frbservices.org XXXX RR - XXXX XXXX RR - XXXX XX/XX/XXXX XXXX XXXX RR - XXXX XXXX RR - XXXX RETURN REASON - XXXX REFER TO MAKER Routing Number XXXX Date of Revision XXXX Bank BMO HARRIS BANK , N.A . 
Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL ZIP XXXX Phone ( XXXX ) XXXX The Check XXXX Policy generated Substitute Checks Refer to Maker from XXXX origin. 



It is valid belief that both the original check with an AI generated signature and the subsequent Substitute Checks were generated by your parent Bank. 

Please reverse the chargebacks. 
As a paper holding Personal Chequing Account Holder waited to receive the latest Account Statement in earnest before I filed formal complaint. 

It follows that on Monday XX/XX/XXXX I called ( XXXX ) XXXX Number which began with a BMO Electronic Production Introduction. Chose option 2 for Desired Reversal and was curtly greeted by Business Account Representative*XXXX who exhibited zero empathy and wanted to provide me the XXXX Number all over again. 

That being said will file a Formal Complaint with the Consumer Financial Protection Bureau with a CC of this complete message The following portion of my Electronic mail addresses the items found on my Personal Checking Account Statement period ending XX/XX/XXXX The aforementioned XX/XX/XXXX Chain of 5 emails were again to reiterate : 1 ) Unregistered XXXX device with a Central Time Zone notation 2 and 3 ) Remote Deposit Capture 4 and 5 ) Remote Deposit Approved My Account Statement Period of XX/XX/XXXX to XX/XX/XXXX will be addressed here as both a concurrent and separate Error issue solidifies my request in good faith for the reversal of chargebacks to my Personal Checking Account as the Errors in the Descriptions Timelines and Juxtapositions all merit the Digital Banking Guarantee as again I have held a Personal Checking Account with Bank of the West yielding into BMO Harris N.A. on XX/XX/XXXX my XXXX Birthday Please note DEPOSIT ACCOUNT SUMMARY : 2 Deposits $ XXXX XXXX Withdrawals 1 Service Charge {$3.00} Requested Paper Account No dispute The Service Charge for Paper is fine but begs the question Where is the Image Charge for Deposit? Again I do not have a Business account and to reiterate did NOT Facilitate the Endorsed Checks by Imaged Remote Phone Deposit Deposits and Other Credits XX/XX/XXXX {$490.00} ONLINE DEPOSIT MOBILE DEPOSIT - CREDIT XX/XX/XXXX {$490.00} ONLINE DEPOSIT MOBILE DEPOSIT - CREDIT Neither Record indicates a RECORD NUMBER or my Debit Card Number of XXXX Your respective BMO appropriate division should be able to determine which device generated a Record Number as that code or information needs to be exposed and made public not internal closed shop to Friend Of BMO Withdrawals and Other Debits : 8 entries total. Will comment on the Errors and Omissions for each general ledger entry as it pertains to my request for immediate reversal of charge back. 



# 1 ) XX/XX/XXXX {$300.00} NON-BMOATMWithdrawal XXXX and XXXX XXXX XXXX XXXX CA RECORD # XXXX CARD # XXXX The Amount and Fee are valid but this transaction took place on XX/XX/XXXX at my local XXXX  XXXX XXXX Branch. 

# 2 ) XX/XX/XXXX {$3.00} NON-BMO ATM FEE The Date should read XX/XX/XXXX no disputing the fee for the record # 3 ) XX/XX/XXXX {$550.00} BMO ATM Withdrawal RECORD # XXXX CARD # XXXX XXXX XXXX XXXXXXXX XXXX XXXX  CA The Date here again is wrong. 

Went in person on XX/XX/XXXX ( See Items # XXXX # XXXX # XXXX for burden of proof ) to the XXXX XXXXXXXX XXXX XXXX XXXX where I opened my Bank of the West Account from XXXX XXXX. 

On this date I was escorted outside to process the transaction via ATM by a bank teller who was not wearing any BMO Identification Badge. Found it strange that she had to witness my efforts on a BMO Machine rather than be treated as a valued customer. 

# 4 ) XX/XX/XXXX Requested Withdrawal {$65.00} For this Entry the Date Description and Location are Error Error and Omissions respectively. 

On XX/XX/XXXX I went into the XXXX XXXX XXXX Building located on XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX to withdraw {$65.00} again in person from a Bank Teller who did happen to be a Client Service Teller with a hyphenated last name. 

Second Error is the Requested Withdrawal was granted so why no Corresponding Record Number and Card Number here for XX/XX/XXXX. It was XXXX opening day which they won. Celebrated at nearby XXXX in close proximity to XXXX XXXX XXXX. 

# 5 ) XX/XX/XXXX CHARGEBACK {$990.00} Was unaware of this activity on XX/XX/XXXX as Item # 4 occurred the next day and was not given any adverse information via the bank teller interface on XX/XX/XXXX # XXXX ) XX/XX/XXXX {$25.00} XXXX Purchase With PIN RECORD # XXXX CARD # XXXX XXXX XXXXXXXX XXXX XXXXXXXX CA This point of sale purchase occured at the XXXXXXXX XXXX NOBLE book seller located in XXXX XXXX which at XXXX XXXX XXXX XXXX is in close proximity to BMO XXXX ( # XXXX ). 

The Date is wrong it should read XX/XX/XXXX. 

Purchase a Book on XXXX XXXX for the record # 7 ) XX/XX/XXXX XXXX POS Purchase RECORD # XXXX CARD # XXXXXXXX XXXX  XXXX RIDE XX/XX/XXXX XXXX CA Attached is a timeline of the XXXX  That I successfully booked from my residence to XXXX XXXX XXXX ( # XXXX ) where I opened my account in good faith with Bank Of The West. 

# XXXX ) XX/XX/XXXX {$40.00} POS Purchase RECORD # XXXX CARD # XXXXXXXX XXXX XXXX XXXX XXXX CA Attached here is the XX/XX/XXXX Purchase of {$40.00} # XXXX ) XX/XX/XXXX {$3.00} Paper Statement Fee No Imaging Fee as BMO Harris Bank charges a {$3.00} fee for each statement period for each account that receives check images, even if there are no checks during that period. This fee appears as " IMAGE STMT SURCHARGE '' on statements. You can opt to go paperless through your BMO Digital Banking preferences to avoid this fee.

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