Consumer complaint received 2022-12-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: BMO BANK NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
I opened up a account online XXXX weeks ago and deposited {$200.00} in my account. As I awaited my debit card, I went into the branch and withdrew {$100.00}. After receiving my card and activating it, I went into a branch location and deposited a XXXX financial aid refund. The teller advised me that the funds could potentially have a hold and to check my account after midnight to see if a portion of my funds would be released. I did as instructed and the majority of the funds showed available. 



Fast forward to the next morning, which is Friday XX/XX/XXXX and I placed a online XXXX order to pick up a few gifts for my children. A few hours later, I received a call from BMO fraud department. The individual who contacted asked me various questions re why some one like me would choose to open a account at BMO Harris. I was bewildered by the question and asked for elaboration. The individual stated that He was from the fraud unit and was concerned as to how someone who only had {$200.00} to open an account suddenly came into possession of XXXX. 

He then proceeded to tell me he was going to freeze my entire account, not just the check deposit, until he could speak to someone from my school to verify that I am a student, that they issued the check and the he wants to speak with someone at the bank because he believes the check to be fraudulent. 

Again : I am completely bewildered. I asked him a timeline on when this would occur, seeing as we are XXXX days before XXXX. His response was BMO doesnt care about your holiday. They pay me big money to stop people from committing fraud and Im not letting you walk out of a bank with XXXX that isnt yours. 

Now, Im livid. I asked him if he understood how disgusting it was to gloat about his paycheck when he is freezing my account before the holiday. His response was I dont care, Im compensated well, if you dont like it, file a complaint. 

Calls are recorded, so you can verify what was said. I called back to customer service to speak with another agent. This time, I got a female rep who proceeded to tell me that shes not going to even look at my account because I already spoke with someone. I asked to be escalated to a supervisor and she said no. I told her that I would just go to a branch to see if they would call and she told me that Id just be wasting my time because nobody was going to assist me with a complaint about a XXXX XXXX XXXX. 

I drive to the nearest branch anyway and attempt to log in to my account to see if there has been a update. My User Name, E-mail, Password all rejected. I call back to customer service and they tell me that someone went into the system and suspended my online and phone access. I ask why and they say no notes were left. 

This is petty, unprofessional behavior and I want to make sure they are aware of how new customers are treated as I take my business elsewhere. I can understand holding the check as a business practice. But, being childish, demeaning and disrespectful was not necessary.

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