Consumer complaint received 2019-11-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: BMO BANK NATIONAL ASSOCIATION
State: FL

Complaint narrative:
BMO Harris holds out mortgage. Our primary residence suffered a water leak in the master bathroom. We completed the repairs to the master bathroom this summer and filed an insurance claim for the repairs with our insurance company. The insurance company made the app {$38000.00} check out to both my husband and I ( the mortgage holders on the home ) AND BMO Harris. 

On XX/XX/XXXX I was advised by BMO Harris that I would ned to drive to the closest BMO Harris branch to have the check endorsed back to me so I could deposit the check in my bank. I drove over 2 hours each way to the closest BMO Harris branch ( in XXXX, FL ). While there I was told to wait in XXXX for the day and I would have my endorsement stamp taken care of by the end of business. While at the branch I was forced to endorse the check with my signature and hand it over to the back clerk there. After waiting for many hours, at the end of the day I was informed that I would not be getting the endorsement I was promised. That the BMO Harris XXXX Branch needed to send my check to the XXXX Escrow office for an endorsement stamp and that it would be forthcoming within the day. 

My husband spoke with XXXX with BMO Harris Customer service who passed along our request for information. After not hearing anything from BMO Harris the morning of XX/XX/XXXX I finally spoke with an Escrow employee who answered the ohone when I called. Her name is XXXX. She informed me that we would need to undergo an inspection to verify that the repairs were done as stated, that an inspector would call me before the close of business, and would come to our house the next day to complete the required inspection so the endorsement could take place. 

The inspector did not call that day, but when he finally did call I learned he was unable to inspect until Tuesday XX/XX/XXXX. He inspected on XX/XX/XXXX and assured me that his report showing the repairs were 100 % complete ( as I had claimed ) would be to his manager 's desk by XXXX that same day. BMO Harris had previously informed me that if the inspector 's report stated the repairs were compete and that report was received by XXXX, then the check would be endorsed by BMO Harris and overnighted to me for next day delivery. 

Since the morning of XX/XX/XXXX I have been trying to get a return phone call from BMO Harris about the status of my nearly {$38000.00} check. I have called every day since XX/XX/XXXX and left a message. They refuse to return my phone calls. Their voicemail message states they will return calls within 24 - 48 hours. Its been going on FOUR days and I have not yet gotten a return call. I would like answers as to where exactly is my {$38000.00} check, and why has it not been returned to me, endorsed. 

I find this treatment extremely disrespectful and certainly unfair that they are holding my {$38000.00} for no reason whatsoever and refuse to so much as advise me as to when it will be sent to me.

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