Consumer complaint received 2019-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
On XX/XX/XXXX, I opened a checking account at the XXXX XXXX, IL branch location and funded the account with {$1600.00}. The account opening had a bonus of {$200.00} if the account was open and funded with {$1500.00}, open for 90 days and had 10 debit card transactions. I completed the 10 debit card transactions within 30 days. 

On XXXX XXXX. I received the debit card. I noted the address was wrong in that my city address was showing as XXXX XXXX, IL instead of XXXX, IL. I called the bank and had the address corrected. 

On XX/XX/XXXX, I paid online via the debit card for a service provided. I thought it best to confirm my bank balance after doing so.. I found out my bank balance was XXXX. In a phone contact with BMO Harris that day, I was advised to visit the XXXX XXXX IL location to find out why. I visited the XXXX XXXX IL bank branch and was advised that a letter from the BMO Harris bank compliance dept was sent XX/XX/XXXX to my address stating that additional information was needed. I advised the bank agent that I did not receive the letter. A XXXX XXXX of the branch advised me that since no response was received from myself the account was closed and the compliance dept issued a check for the account balance. The check date is not known but it was mailed to my address. I did not receive the letter or the check. I asked XXXX XXXX for a copy of the compliance dept letter but she did not have access to the letter. 


I asked that a stop payment to be made on the BMO Harris check and a reissue to be made. XXXX XXXX advised that she tried to call me to request the needed information. I advised that my telephone records do not show a phone call received from BMO Harris. Further, I asked that if somebody called you would you supply information via phone to someone claiming to be from a bank. I asked for the replacement check now and not wait for another lost check in the mail. She left and talked with somebody and came back with a replacement check. 

In this same visit, I requested a copy of the letter sent by BMO Harris compliance dept. XXXX XXXX said she would email me the letter copy as soon as she receives the copy from the BMO Harris compliance dept. During the next two weeks, I contacted XXXX XXXX twice via email for the letter copy. She replied twice that she is awaiting for the letter copy from her compliance dept. 
Needless to say, no letter copy has been received. 

On XXXX XXXX, I searched online and could not find any phone contact number for the BMO Harris compliance dept. I used the customer contact online process at BMO Harris to request the phone number and received an auto response that a BMO Harris rep would contact me in two days. No contact received since XXXX XXXX. 

On XX/XX/XXXX, I left a voice mail message with the XXXX XXXX, IL branch manager, XXXX XXXX, with a detailed description of my request for the compliance dept phone number. No reply back.

I believe that BMO Harris bank denied the payment of the {$200.00} bonus through their erroneous actions though I complied with their bonus terms. The closing of my checking account by BMO Harris was their error and by this error they denied the payment of the {$200.00} bonus.

Please note that I searched the CFPB complaint database and found 4 other IL complaints about checking accounts terms not as advertised.

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