Consumer complaint received 2024-05-07 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: BMO BANK NATIONAL ASSOCIATION
State: PA

Complaint narrative:
XX/XX/year> I tried to log into my online account. It accepted my credentials, texted me a code which I received and entered, then the system told me there was a problem, to call XXXX. I did, and spent XXXX minutes on the line with no progress. I had to do something else on my calendar, and ended the call at that time. 
XX/XX/year> I still couldn't log on. I was now told I need to contact the fraud department at XXXX. I planned to call later, since I had to join a meeting. They offered to call back, but the time frame was within 2-3 days so I refused that option. But then I got an email saying my account email address had been changed to something I didn't initiate or know. I dropped out of my meeting, called XXXX. Someone named XXXX answered, verified my personal details, asked if I'm calling about the funds transfer. I replied that I can explain why I'm calling. He then said, " Hold on '' and transferred me back to the XXXX customer service line. I hung up. I then called the XXXX fraud line back twice, and each time, after about XXXX minutes, the hold music came on with a recorded message that the BMO mailbox is full and not accepting messages. I called the XXXX customer service line back with more urgency and spoke with XXXX. She said I'd need to call the fraud line, but once I explained what I'd already experienced, she called over together, conferenced with me. We did finally reach someone at the XXXX fraud line named XXXX. XXXX explained to XXXX that she has no access to BMO Alto accounts and can not help me. XXXX asked XXXX what to do. XXXX explained that XXXX should be the one to unlock my access. This was counter to the information the XXXX customer service people seemed to understand. XXXX had me hold while she discussed this with her supervisor, to get permission to unlock my account. When she came back to me on the phone, she told me my online access was cleared. She stayed on with me to confirm I can get in, which I could. 
IT SHOULD NOT TAKE 2 DAYS, XXXX CALLS AND XXXX HOUR XXXX MINUTES ON THE PHONE TO GAIN ACCESS TO MY ACCOUNT. 
Moreover, nobody can explain why it was locked in the first place. Nobody seems concerned about a pretty legitimate looking email saying the email address on the account was changed ( they don't see this on their end ). I don't seem to be able to identify the BMO Alto fraud department to clear that with. Nobody can tell me if XXXX in fraud *was* able to access my account information before transferring me. Also, if I XXXX for " BMO Alto fraud phone number, '' I get an entirely different number - XXXX. If I call that, I arrive to the same prompts as for the regular customer service line of XXXX. I also find this complaint online from other customers. I will be moving these funds to another institution with proper customer service and fraud support, but this is still not ok.

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