Consumer complaint received 2026-03-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Subject : Formal Complaint Regarding Account Closure, Treatment, and Resulting Harm To Whom It May Concern, I am writing to file a formal complaint regarding the handling of my XXXX mothers account at BMO Bank and the serious hardship your actions have caused. I am my mothers daughter, Power of Attorney, and trustee. I was also a joint account holder, responsible for managing her finances, including XXXX rental properties and her assisted living expenses. Over recent months, there was an increase in account activity due to legitimate expenses. XXXX rental properties required significant work after tenant turnoverone following a 20-year tenancynecessitating contractors, repairs, and payroll-related payments. These were appropriate and necessary expenses for her care and financial management. During this time, I received a phone call from a man who claimed to be from BMO. His tone and manner were unusual and concerning. He asked whether the expenses were benefiting my mother. Given the nature of scams targeting seniors, I believed the call to be fraudulent and ended it. I immediately acted responsibly by contacting my local BMO branch, reporting the call, and even providing the phone number. I was told that similar calls had occurred, and no one indicated that this was a legitimate inquiry or that any action was required on my part. Without warning, our account was then frozen. I went in person to the branch and explained the situation to the manager. Despite my explanation and my legal authority as Power of Attorney and trustee, I was told that a higher up had decided to close the account and issue a cashiers check. This individual refused to speak with me directly. I clearly explained that my mothers pension and Social Security payments were deposited into this account and that closing it without coordination would create serious hardship. This concern was dismissed. Compounding this situation, I was reported to Adult Protective Services. They conducted a visit and confirmed that my mother is well cared for at XXXX XXXX XXXX XXXX and that I am appropriately managing her finances. The consequences of your actions have been severe : Sudden loss of access to funds needed for her care Forced closure of a long-standing account without due process or communication The need to open a new bank account under urgent and stressful conditions Requirement to obtain new identification for a XXXX woman due to your actions Interruption and delay of Social Security payments A prolonged and physically taxing process, particularly difficult as I am XXXX XXXX XXXX and currently recovering from a broken XXXX This situation has caused unnecessary emotional distress, physical strain, and financial disruption. At no point was I given clear communication, an opportunity to verify the legitimacy of the initial call, or a reasonable process to resolve concerns before such extreme actions were taken. I respectfully request : 1. A full written explanation of the actions taken, including the decision to freeze and close the account 2. Clarification as to why I was not contacted through verifiable and appropriate channels before these actions occurred 3. A review of your internal procedures regarding elder accounts and fraud investigations 4. A formal written apology for the hardship caused I am also submitting this complaint to the Consumer Financial Protection Bureau. I would appreciate a written response within 15 business days. Sincerely, [ Your Full Name ] Power of Attorney and Trustee for [ Mothers Full Name ] [ Your Contact Information ]

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