Consumer complaint received 2026-04-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: BMO BANK NATIONAL ASSOCIATION
State: TX

Complaint narrative:
I am filing this complaint against BMO Alto regarding their refusal to provide me with my XXXX tax document, despite my account being under an active restriction/investigation and refusing to give a reason why it was restricted to begin with. My account was placed under restriction without prior notice. I only discovered this recently while attempting to file my taxes, at which point I realized I could not access my account, my statements, or any of my tax documents. I have made multiple calls to BMO Alto customer service over the past several days trying to resolve this. Each time, I am transferred between departments, including the fraud division- with no resolution. In practice, there appear to be only XXXX people answering calls in the fraud division : a representative named XXXX, and a female representative who refuses to provide her name. On my most recent call, I was deliberately ignored after being connected to the unnamed representative, which I found deeply disrespectful and unprofessional ( I have the call recorded on my phone because all my interaction with them had been anything but ideal so I needed my own evidence ). Despite my repeated requests, BMO Alto has refused to provide my XXXX, citing the account restriction as justification. I spoke with a representative named XXXX, who also confirmed they could not help me. I subsequently contacted the IRS directly to explain the situation. The IRS representative I spoke with confirmed that financial institutions are legally mandated to provide customers with their tax documents regardless of any restriction or investigation on the account. BMO Alto is therefore in violation of this obligation. This situation has caused me significant distress. My account holds a substantial portion of my savings. I am now at risk of missing the federal tax filing deadline through no fault of my own, solely because BMO Alto will not provide a document they are legally required to give me. I have been shuffled between the same small pool of unhelpful representatives, ignored on a live call, and given no timeline or path to resolution. I am requesting the following : XXXX. That BMO Alto be required to immediately provide my XXXX tax document by mail, email, or fax, independent of my account access status. XXXX. That the CFPB investigate BMO Alto 's practice of withholding legally mandated tax documents from customers with restricted accounts. XXXX. That the conduct of their customer service team, particularly the deliberate disconnect during my most recent call be reviewed. XXXX. A detailed reason for the cause of the restriction on my account because XXXX kept telling me he would not give me any details and to wait till investigation is done. This scared me because this account holds all my cash and I have lost faith in them and no even to talk about the nasty customer service I kept receiving that I had to record the call for myself because it felt like a prank was being played on me. XXXX. Training for their reps. I am happy to provide any additional documentation, call logs, or information needed to support this complaint. I simply want what I am legally entitled to so I can file my taxes accurately and on time.

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