Consumer complaint received 2024-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
On XX/XX/XXXX, I headed down to a BMO Banking Branch because I had received in the mail a BMO promo flyer addressed to my residence ( which I still have ). The promo flyer had listed details of receiving a {$600.00} promo code offer should I as a new customer open a new checking account with their BMO bank. So, I drove to a BMO branch to discuss opening up a checking account ( which I did ) with a BMO service banking representative named, XXXX XXXX. 

As was clearly stated on the BMO promo flyer and also explained by BMO service representative, XXXX XXXX, the terms for me to be eligible to receive the {$600.00} banking promo were that I would need to meet having {$7500.00} worth of Direct Deposits within 120 days of opening my new checking BMO account. I agreed and BMO representative XXXX XXXX proceeded to ask me a bevy of personal data questions. It was established that I would have enough coming in to be eligible for the {$600.00} promo. Thereafter, XXXX XXXX explained to me all the specific info and terms, along with notating my unique promo code onto my new checking application ( which he personally filled out online ). 

It was on XX/XX/XXXX, XXXX months after opening up my first BMO checking account that I met the BMO {$600.00} promo goal required and expected to receive the {$600.00} promo offer. 

On XX/XX/XXXX, XXXX awarded me a {$400.00} promo offer instead of the full {$600.00} promo to which they listed and stated as eligible for me to receive. This is {$200.00} less than the agreed amount that was actually deposited into my checking account. 

Once this problem arose, I called the BMO general number. The representative answering the phone call said they couldn't help me and I would have to go back to the BMO Branch where I had opened my checking account. I did exactly that. 

On XX/XX/XXXX, I headed back to the BMO branch. Once there, I personally saw and spoke with the BMO Banking Branch Manager ( XXXX XXXX ). I explained to him the deficit of my receiving a {$400.00} promo award versus the full {$600.00} promo award that I was eligible to receive. I even showed and ( while sitting in his office ) showed him a screenshot of the original BMO promo flyer which also contained the unique promo code mailed to me. XXXX XXXX said something about not having the original promo code any longer and that it was probably done away with. 

I politely shared with him that was not my problem and went on to discuss the terms BMO stated and agreed upon regarding BMO opening my checking account. 

XXXX XXXX said that he needed to take up my concerns with his BMO higher ups. The next day he assured me that he would be in touch within XXXX days. I then emailed him on XX/XX/XXXX as a reminder of what he and I had discussed.. 

He did not reply or fulfill reaching back out to me. 

So I emailed XXXX XXXX again about resolving this same matter on XX/XX/XXXX. 

Still no courtesy of a customer response from him. A few days later, I did receive a telephone call from his BMO Banking Representative ( XXXX XXXX ), who was the same person who had initially helped me open up the checking account in question. 

He said something about being apologetic that XXXX XXXX had yet to get back to me, to include checking into the situation of BMO awarding me the full {$600.00} promo offer I was eligible to receive. Because XXXX XXXX and I had such a truly delightful conversation when I came into the branch, I happened to also ask XXXX XXXX if he remembered me along with the terms stated when he helped me open up my checking account? XXXX XXXX was honest to say that he did remember me and my bringing in a promo flyer code with me to sign me up for the special {$600.00} promo offer. Because once again, I heard nothing and received no further communication back from BMO or XXXX XXXX XXXX... I followed up with another email to XXXX XXXX ( sent on XX/XX/XXXX ), whereas, I expressed how grateful I was for XXXX XXXX 's integrity to admit remembering the circumstances of my coming in to open up a new checking account. 

In the final email that I wrote to XXXX XXXX on XX/XX/XXXX,, I explained that my disappointment in his not once ever personally never reaching back out to me as he said he would to resolve this matter. I also shared with him since he had all the evidence but chose not to respond, I would not be emailing again and would seek out other options to see if I could get this matter fairly resolved. 

I think is sadly shameful, that until this day, XXXX months later after driving to BMO to personally speak with Branch XXXX, XXXX XXXX, to include initiating calling him, as well as, writing him various follow up emails that were sent on XX/XX/XXXX ; XX/XX/XXXX ; and XX/XX/XXXX... Branch XXXX, XXXX XXXX nor BMO ( if he did indeed inform his higher ups ) -- has never reached out to me with any kind of explanation, offering nothing further as to why I did not receive the full {$600.00} promo offer promised ... via BMO only giving me {$400.00} of that amount ... short-changing me {$200.00} of the promo award monies. 

As a customer, I feel very disappointed in their unfairness and disrespectful treatment of me, having me steadily reach out to no avail, call and go in person to the BMO Branch to no avail, write all the emails I did to no avail, and go through such troubles since XX/XX/XXXX due to their disregard for wanting to honor their own agreement and do right by me. From what I have read online, I am led this also affects other BMO customers. 

I did my best to amicably resolve this matter with BMO. However, I can see that BMO Bank has no good will or good intent of righting this wrong done onto me, Thus, I now take the time to write and publish this consumer complaint.

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