Consumer complaint received 2023-11-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BMO BANK NATIONAL ASSOCIATION
State: NV

Complaint narrative:
there was a charge for a hotel thru XXXX that was NOT authorized by myself despite this being booked in my name for a reservation at the end of XXXX. I reached out to my credit card company when I saw the charge filed a dispute- they credited me. Then almost 2 months later approx on XX/XX/XXXX - they re debited my credit card for this unauthorized hotel charge for a hotel that no one has stayed at that XXXX reached out and I confirmed in writing that this was not authorized and was even a future date and the bank has not called me back from their resolution department despite calling them on XX/XX/XXXX that has been almost 10 days I have reached out to follow up at least XXXX diff times via telephone and XXXX + times in writing via their app in which I was told I had to be verified in a branch and I already did that because someone I spoke to on the phone said they couldn't verify me on the phone in which I had to take a whole day off work and goto a branch way far away as they have like no physical locations. Long story short after getting verified in the branch someone didn't properly update notes on my file or whatever so then so much time gets wasted because they tell me they can not talk to me despite me in writing telling them I went there already it took telling them this multiple time for someone to apparently actually read and escalate it or that had access to see, sooo frustrating. I was told on XX/XX/XXXX that because it was within 100 days of the charge still that it would be reopened and they would take the email I got from XXXX that I confirmed it was unauthorized to their chargeback department who asked for this and they still haven't responded. I am told that they have NO way to call in to speak to them, the person on XX/XX/XXXX told me they are outgoing calls only. this is just nuts. 

I am not going to pay for a hotel room someone else tried to charge on my account that my computer had been compromised apparently and I reported this, there was no goods I purchased or received, what so ever. I can not believe that this is happening and that they are making it so difficult for someone that is communicating with them thoroughly this much of a hassle. It has now affected my credit score in a negative way after working diligently for years to restore this after a rough divorce. 

The company has stated that because of the time I reached out to them after this being taken out of my account as they said XXXX is challenging something despite me telling them in writing it was not authorized and this is for a future date how this would be something I would be responsible for. I have never had any issues with a fraudulent charge/unauthorized transactions in my life this is the only time this has ever happened/occurred! 

BMO / ( credit card ) has again not responded, I can not call in to speak to the people I was told must call me on XX/XX/XXXX after I went into a branch and spent a whole day taking time off work just to try to speak to them to hit a road block. I don't know what to do at this point.

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