Consumer complaint received 2023-11-30 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: NV

Complaint narrative:
Bank of the west took {$12000.00} from me for a secured credit card in XX/XX/2023. They also gave me a personal checking and a business checking and two savings accounts this bank merged with bank of Montreal in the beginning of XX/XX/2023 between the time of my opening the accounts and the merger my cards were stolen. My bank accounts were compromised and a lot of my money was taken. Ive provided timely complaints/claims disputes on those items and bank of the west did not process the claims correctly asked me to wait for provisional credits and while I waited, trusting that they had processed everything correctly, according to policies and procedures that they explained to me while I waited trusting them my bank accounts continually got compromised and by the time the claims were processed they were processed incorrectly and did not include everything that I had claimed this was escalated to a manager. I have proof by emails and phone calls, recorded, conversations, etc. the manager never contacted me back. The claims were miss handled. My accounts were miss handled during the merger. I had lost use of my accounts because of these issues that the bank was having there was nobody in charge. Theres nobody helping me I filed new claims which they took reluctantly, and tried to tell me that I was too late, even though the claims were already filed, I went into a bank because the credit card claims and debit card claims had me XXXX down financially and because the only claims that the bank of Montreal decided they had personnel competent to process were the credit card claims and I needed to get my credit card closed and take my money out because this was {$12000.00} they were holding of my money and then suddenly there were new policies and whether they were new or whether they were old the fact that they tried to charge me cash advance fees, and {$160.00} interest on cash advances where they were holding my {$12000.00} and only gave me {$.00} interest on that money then charged me $ XXXX on the same money thats mine, the personnel didnt know how to close the account forced me to have to keep my money in the bank and then charge me all these fees and now theyve said they process my claims and sent me all my money back which I still dont have, and that they think that theyre valid and keeping charges against me for cash advances and get an interest on cash advances is a crime. The bank has held my money XXXX and has punished me for having fraud claims and now have closed all my accounts and forced me for the checks that I do have to have to cash them at a check cashing company and pay {$2500.00} fees for cashing them because the bank said they dont have enough money to cash their own checks. My two savings accounts are missing. I have no idea what theyve done with them. They just have been missing on my app. I have no clue where they are. I dont know anything about them theyre just gone they have unprofessionally handled every account. They have double charged me on cash advance fees and interest on cash advances when they told me they were going to be credited to my account and now they sent me a letter that they sent me a {$9000.00} check which I dont have but theyre going to keep those fees which is unacceptable and proves to the consumer, financial protection bureau and the FDIC, that this financial institution and this merger between financial institutions is mishandling peoples money. This is serious. I want the government to investigate their books because they have double charged me fees after they were supposed to give me credit and I have complained several times to this financial institution that this has happened and no one has paid attention but instead they have decided to choose whatever numbers they chose to pay me back whatever members they chose to credit me and now theyre saying that they have a right to keep these in interest that they charge me and they dont they do not I dont even trust the amount of money that they have returned to me are correct until I have them audited myself, and because I have been forced into this position at this point is because of the banks mistakes, and because the bank is ignoring the fact that they even just double charged me when the person told me, she was crediting the account and they arent even paying attention to what I said instead of saying, they have rights to these fees proves clearly that they have no idea what theyre doing and you cant trust them with your money I can not trust this bank with my money whatsoever. Its a big game its like a joke its so incompetent. I cant believe it. On top of that Im being discriminated against there was no discussion about anything with my savings account. Theres no discussion about them closing my business account and there was no discussion that they werent going to issue new account numbers they just decided to have the branch issue me two cashiers checks for whatever numbers they decided they were going to give me and that the bank was not gon na cash them for me and force me to pay {$2500.00} in fees at a check cashing place. When the person in the front investigation unit told me that they were going to issue checks to me she didnt even offer the {$12000.00} that they were holding in my security count. She told me that there was a {$9000.00} approximate credit on my credit card account and that shes going to close the account and send me the {$9000.00} and then I had to ask her what about the {$12000.00} youre holding You have to give me that too and then she put me on hold and came back and told me that I could get that from the bank so she didnt even realize that that was part of it. Theres no possible way that this financial institution is taking care of peoples money correctly. I would be not surprised at all if somebody in the bank is stealing money, or that a lot of people like myself, start popping up with this financial institution Theres no reason for them to keep any more of my money. They double charged me when they said they were crediting me on fees and interest on cash advances. They forced me to have to take those cash advances then they double charged me when they said they were crediting me, and I want it all paid back to me every dime! Theres no way anyone has audited that or done anything about it they just want me to, except what theyve done they charge me XXXX for withdrawal fees. They charge me interest on my money for cash advances and refused to close the account because they said they didnt know how to but now theyve done it now that theyve been placed under review with a CFPB I think that you need to pay attention to the fact that theres no accountability to anything that this financial institution is doing theres no consistent policies theres nobody managing someone else every person doesnt know how to escalate anything I have gone through XXXX months of XXXX while the bank held my money XXXX, refused to give it back to me, and then charge me fees and enormous interest on my having to use my own money and because they didnt know how to process claims and then finally only knowing how to process Credit Card claims and not debit card claims which forced me to have to close my credit card account but they couldnt do it but then forced me to have to use whatever cash I could get out of it because they wouldnt process my other claims. This is their fault, and I want all of my money every XXXX back and I want damages, I feel like you need to have their legal department review what theyve done to my life and now forcing me to let them double charge me and give them money for fees because they made mistakes and abandoned the rules and laws and policies and procedures that are in place for a financial institution to exist and ignore the fact that I told them over and over that they just double charged me for something that their personnel said they were going to credit me and then from them to make me except the fact that they want to keep all the rest of the fees and interest and everything else that they charge me, and then force me to have to go to a check cashing company because they tell me that the branch doesnt have enough money to cash the cashiers checks that they just handed me I want all that money back. I want somebody to be accountable in this financial institution for what theyve done to me and stop trying to punish me because on top of all of that now they discriminate against me didnt talk to me at all took away my savings account and closed all my accounts and told me this is what were gon na give you, and theres no accountability for them and I want every XXXX back every single XXXX. It is easy to see how Ive been treated and punished by this bank for the banks mistakes because the bank didnt know how to take a claim correctly and because the bank wants to cause people who are victims of fraud more pain intentionally instead of helping the customer because the bank is supposed to be a trusted financial institution where people can keep their money and trust that the bank has their best interest in mind, but this bank does not care about anyone, but their own money and what they get from people they dont care how they treat people they dont care about training people, they dont care about policies and procedures, and I dont feel like this financial institution is professional whatsoever. I want all of my money back every fee every charge every interest you charge me everything that you took from me everything and for the damages you put on my life. To be accountable, but I want my money back the bank hasnt even take a notice to the fact that I keep saying when the woman said she was going to give me back {$160.00} cash advance interest and a cash advance fee because that was her limit that day she charged my account instead of crediting it thats double charging and youre not even paying attention to that point there whatsoever instead you sent me a letter that you sent me some {$9000.00} check on XX/XX/XXXX, which I dont have and that youre keeping all these fees including the double charging me fees thats unacceptable and I want my money NOW

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