Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: IA

Complaint narrative:
Case Number Provided by XXXX on XX/XX/year> : XXXX On XX/XX/year>, I deposited a personal check via BMO 's ATM. The ATM did not notify me of any issue at the time of deposit. Several days later, my account was suddenly restricted. I was informed that the check could not be processed due to " account could not be located ''. I received a letter containing this information on XX/XX/year> and it was sent out XX/XX/year>. The check was from a person I know personally who has sufficient funds and has sent me multiple checks in the past without issues. 

The issues that have caused undue distress are discussed as follows : 1. My paycheck that was deposited on XX/XX/year> was withheld from me for 5 days with no explanation. These funds were not disputed. I attempted to gain access to my paycheck via going to the bank in person and was denied due to information not being given to me from previous phone calls. 
2. I received no phone call, e-mail, or other form of notification about my account being restricted aside from the letter that didn't arrive until 9 days after the ATM deposit.

3. Representatives I spoke to either gave me misinformation, did not share pertinent information, or provided me with vague answers to my questions. 
4. The time I spent on the phone trying to resolve the issue interfered with my daily living activities. 

This is an outline of the timeline related to this ongoing issue : 1. XX/XX/year> - XXXX  morning, my debit card was declined at a gas station. Over my lunch break, I spent XXXX minutes on the phone to find out my account was restricted due to a check being charged back. 

2. XX/XX/year> - XXXX  afternoon, I spoke with a representative at BMO and was on the phone for XXXX minutes who let me know that she " took the lock off of my account '' and I would be able to use my debit card freely. I went to a gas station and my card was declined. 

3. XX/XX/year> - XXXX  evening, I was on the phone for XXXX minutes and spoke with a different representative who claimed that they did not see any issues with my account. They said that my card was declined because I used the wrong PIN. I tried my debit card again at the gas pump and it was declined. 

4. XX/XX/year>- XXXX  afternoon, I spent XXXX minutes on the phone. A representative told me that access to the undisputed funds in my checking account ( my paycheck ) would be available for me to take out in person the following XXXX. They reiterated that my case would be resolved within XXXX days. They did not specify whether that time would begin XX/XX/year> when the check was deposited or XX/XX/year> when the letter containing the reason for the chargeback was sent. 

5. XX/XX/year> - XXXX  afternoon, over lunch, I go to the XXXX branch in person to withdraw funds from my checking account. The action is denied. My XXXX minute lunch break is spent at a bank, attempting to figure out what is wrong and why I can't take cash out as I had been told I could. 

6. XX/XX/year> - XXXX  evening, XXXX minutes spent on the phone. The fraud specialist informed me that I needed to have called BMO prior to going to a branch to withdraw funds. No one on any other call had informed me of this. The fraud XXXX said that she would put a note on my account that I would be going in to withdraw {$500.00} from my checking account the following day. Despite putting the note in, I would still be required to call on XX/XX/year> prior to going to the bank to make sure there isn't anything pending. 

XXXX. XX/XX/year> - Wednesday morning, XXXX minutes spent on the phone. XXXX is the name of the fraud specialist who informed me that my " account restrictions have been lifted '' and that everything should be working as normal. 

I am wary to trust that everything is going to be working as normal. I will be going to attempt to use my debit card at a place of business and withdraw cash from BMO. I have been assured that everything is in order. It is unfortunate that I have experienced such poor communication from a bank I have been using for years.

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