Consumer complaint received 2026-06-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: BMO BANK NATIONAL ASSOCIATION
State: OR

Complaint narrative:
I am a victim of a documented crime from XXXX, Texas where I reported this to the XXXX XXXX XXXXt XXXX XXXX XXXX case # XXXX ). In XX/XX/XXXX, a scammer coerced me into taking two cash advances on my Bank of the XXXX XXXX XXXX XXXX now BMO ) in the amounts of {$980.00} and {$1000.00}. Because of these withdrawal amounts, I was charged {$79.00} in cash advance fees and {$50.00} in interest, for a total of {$2100.00} on my XXXX XXXX statement. My XXXX XXXX statement shows a balance of {$4100.00}, meaning an additional {$2000.00} in fraudulent charges appears on my XXXX XXXX statement that I am missing. The customer service representive for BMO that I talked to was not able to send me a copy of this statement, because it was more than 3 years old where they don't keep records of statements that are older than 3 years. I need this statement due to my investigation to catch these scammers and to get an accurate number of the amount that was lost. I need this statement that I am missing as proof of these charges. In XX/XX/XXXX, I had the funds to pay my balance in full. However, I could not log into my BMO online account because the system did not accept my password which has been a recurring issue with my BMO account. When I attempted to reset my password due to their system not accepting it, the bank required a text message code sent to my XXXX phone number. That number had expired because I was overseas working for a long period of time where I currently had a foreign number. I called BMO customer service to update my phone number, where I was required to verify my all of my security questions correctly where I was unable to answer some of them correctly where the bank locked me out of my account. BMO 's only solution was to send me a declarant information form where I had to print it out, fill it out, take it to the nearest XXXX XXXX which was in XXXX, XXXX where I had to pay a {$50.00} notary fee, and email this filled out notarized form back to BMO. I completed this form and got it notarized on XX/XX/XXXX ( see attached ). After BMO received the form, I was able to make a payment over the phone on XX/XX/XXXX, where I paid off the amount of {$3900.00}. I was still not able to get into my account where I had to eventually call them to get it reinstated. During the time that I was locked out of my account from XXXX XXXX where I was not able to login and pay it eventhough I already had the money to pay it, BMO charged me a total of {$250.00} in late fees and interest. After I paid the balance, BMO still charged me an additional {$30.00} in cash advance interest and a {$31.00} late fee which totaled to {$61.00} that I didn't know about due to not being able to get into my account and due to being overseas where I was not at my permanent address in the XXXX to receive any letters from BMO about these charges to make this payment by a particular date. I only learned about this through talking to one of my family members, who told me about this letter I received regarding these charges. I called BMO to dispute these charges. The BMO representative that I had spoken with credited me {$30.00} of the late fee but insisted I pay the remaining {$31.00}. He refused to waive it despite my explanation of the fraud and the lockout. I paid the {$31.00} under protest over the phone. From XX/XX/XXXX to XX/XX/XXXX, XXXX charged me a total of {$1100.00} in interest, cash advance fees, and late fees that were all directly caused by the fraud and the bank 's unreasonable security procedures. BMO 's inability to provide my missing statement, its flawed password system, its lack of reasonable identity verification for customers who are overseas, and its failure to waive the fees caused by its own lockout have all resulted in direct financial harm. Under the Consumer Financial Protection Act, I am requesting that BMO give me : -A full refund of all fraudulent charges on my statements totaling to {$4100.00}. -A refund of all interest and late fees totaling to {$1100.00}. -A refund of the {$50.00} notary fee. -A refund of the {$31.00} that I was forced to pay after the partial credit. -BMO must provide my missing XXXX XXXX billing statement.

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 monetary relief