Consumer complaint received 2025-05-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
SUMMARY : I made a cash deposit via the ATM of {$5800.00} but the amount was miscounted as {$2800.00}. My dispute was rejected after 20 days claiming their investigation revealed that my claim was invalid. 

On XX/XX/year>, I made a cash deposit to an ATM at BMO bank, on XXXX XXXX XXXX, XXXX XXXX, California. 

Cash amount I deposited : {$5800.00} ( all were {$100.00} bills ) Cash amount shown on receipt post deposit : {$2800.00} I made several careless mistakes : 1 ) I didn't notice the label caution stated " do not deposit more than 40 bills ''. I deposited a total of 58 bills ( {$100.00} ) 2 ) I confirmed the amount on the screen without seeing the amount clearly due to a glare of the sun on the screen. I saw the last digits of .. XXXX and thought that was correct. 

I realized this mistakes a few minutes later and went into the bank to ask the bank tellers for assistance. They helped me create a dispute claim. They also informed that : a ) The ATM has been known to have miscounted for deposits and withdrawals, but never in large quantities like my scenario b ) The bank tellers no longer have access to open the ATM - BMO has outsourced this to a third party to service their ATMs. 

On XX/XX/XXXX, my bank account received a + {$3000.00}, therefore I assumed that the matter was resolved. 

On XX/XX/XXXX, a letter was sent to inform that they have rejected my dispute citing " our investigation revealed that the ATM deposit dispute in question is invalid. The ATM balanced with a deposit of {$2800.00}. '' They retracted the {$3000.00}, thus the account became overdrawn. Unfortunately, this letter was mixed with the many advertisements in the mail, I had missed this notification. No other form of communication was sent to me, neither email nor a call/text. 

On XX/XX/XXXX, I became aware of this situation when I received an email of the overdrawn. I reached out to customer service, they advised that I follow up with their dispute department, reachable only via email at XXXX. I did as advised - I sent an email with a full explanation and ask for clarification and proof of the investigation. For example, there were XXXX ATM located in different parts of the building- did they investigate both? How can they prove that the third party did not report the excess of {$3000.00} - where could the excess cash gone to? 

I also asked for what evidence is required from me to prove the amount that I deposited. 
The bank teller advised me to provide a receipt ( attached ) of a separate transaction from where I sold a couple of gold coins, showing the full amount that was received. This transaction occurred about 20 minutes before arriving at the bank to deposit the majority of that amount. This is the only direct evidence I have to show that I did have that amount of money minutes before I tried to deposit it.

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