Consumer complaint received 2025-12-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
Financial Institution : BMO Bank , N.A . Mortgage Servicing / Special Loans Summary of Complaint I am submitting this formal complaint against BMO Bank , N.A . for its continued and unlawful refusal to provide a mortgage payoff statement, despite my lawful authority as Successor Trustee of the trust that owns the subject property. 

This matter has persisted for over two months, despite repeated requests and the submission of extensive documentation establishing my authority. 

Timeline of Events Early XX/XX/year> : Initial request submitted to BMO for a written mortgage payoff statement. 

XX/XX/year> : BMO requested proof of authority. I provided : Full trust document Recorded deed showing trust ownership Certificate of Trust Late XX/XX/year> : BMO stated I was not authorized without identifying any document deficiency. 

XX/XX/year> : Additional documentation submitted, including : Updated notarized Certificate of Trust Trustee identification Written clarification of trustee authority XXXXXXXX XXXX : Multiple follow-ups made by phone and email. 
BMO continued to refuse issuance of a payoff statement, repeating that I was not authorized while failing to cite any legal basis. 

XX/XX/year> ( Present ) : More than XXXX days have elapsed. 
No payoff statement has been issued, preventing payoff of the loan and completion of trust administration. 

Legal and Regulatory Concerns BMOs conduct raises serious compliance concerns, including : Violation of federal mortgage servicing obligations under RESPA / Regulation X, which require servicers to provide accurate payoff information upon proper request by an authorized party. 

Interference with lawful trust administration under California Probate Code 16060, 16061.7, and 18100. 

Unreasonable servicing practices that obstruct a property owners ability to satisfy a mortgage obligation. 

A payoff statement : Does not involve a release of funds Does not require borrower consent when requested by the legal owner or trustee Is routinely provided to trustees and title companies BMOs refusal appears arbitrary and unsupported by law. 

Harm Caused As a result of BMOs actions : I have been prevented from paying off the mortgage Trust administration has been unreasonably delayed I have incurred unnecessary stress and administrative burden Resolution has been obstructed despite good-faith efforts Requested Regulatory Action I respectfully request that the receiving agency : Investigate BMO Bank , N.A.s mortgage servicing practices Require BMO to immediately issue a written payoff statement Ensure corrective measures are implemented to prevent similar trustee-related refusals All supporting documentation is available upon request. 

Conclusion I have made every reasonable effort to resolve this matter directly with BMO. Their continued refusal leaves no alternative but regulatory intervention.

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 non-monetary relief