Consumer complaint received 2024-12-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: BMO BANK NATIONAL ASSOCIATION
State: IL

Complaint narrative:
I first noticed something unusual with my USA BMO online banking account on XX/XX/year>, when I was required to change my password after receiving a confirmation text. This issue persisted, requiring me to reset my password three or four times within the following week. On XX/XX/year>, BMO informed me they could not access my account again via mobile, further indicating an ongoing problem. I contacted customer service on XX/XX/year>, after realizing this was more than a one-time issue.

Despite my repeated efforts, no clear resolution has been provided, and the lockouts have continued unabated for over three months. The recurring lockouts, combined with inconsistent explanations and poor record-keeping, highlight a deeper systemic issue within BMOs customer service and IT processes ( USA ) .

Since then, my online and mobile accounts have been
locked every 24 hours due to a recurring temporary hold ''. BMO representatives will consistently claim this is caused by too many incorrect password attempts, but this explanation does not align with my experience. For example : On multiple occasions, I called customer service without attempting to log in, only to find my account already locked.

I was told this could be due to Face ID errors, but this theory was ruled out after troubleshooting with XXXX, and again confirmed with XXXX, both from the Resolutions Team.

Most representatives attribute this to an IT problem, yet no one has provided actionable steps, a timeline for resolution, a case number, or meaningful updates. On XX/XX/year>, XXXX claimed IT does not reach out to customers, which directly contradicts a voicemail I received from IT on XX/XX/year>, and earlier assurances from other representatives.

Additionally, I receive a notification each time I log in that states, An unregistered device signed in with your BMO user ID, which I shared with customer service multiple times. Each time, I was told this was nothing or compared to cookies being reset. Despite assurances that there is no fraud and no one trying to access my account, I am consistently told the lockouts are caused by too many password attempts, even when I havent attempted to log in for weeks.

The issue occurs exactly 24 hours after my last login following a customer service unlock. If I dont log in again, the account locks within 48 hours. This is clearly a recurring, systemic issue, not a result of user error.

Ive contacted BMO over 10 separate days since XX/XX/year>, sometimes multiple times in the same day, to try to resolve this issue. I have spent a total of 305 minutes ( over 5 hours ) on the phone across 17 calls, but the handling of my case has been consistently dismissive, unprofessional, and riddled with contradictions : 1. Representatives, including XXXX on XX/XX/year>, claimed, There are no issues in your account, despite months of recurring lockouts and my repeated complaints. XXXX also stated, We can see when youve logged in, and you have today, ignoring that this was only because I had just called them to unlock the account.

2. On at least three occasions, I was told IT would get back to me in three days, but no one ever followed up, except one time when I received a voicemail from IT mentioning they have some questions. When I returned a voicemail from BMO on XX/XX/XXXX, I was told there was no record of the call or why IT contacted me, forcing me to restart the process yet again.

3. Inconsistent record-keeping has been a constant problem. While some representatives can access notes and escalation requests tied to my account, others claim there are no records in my system. For example, XXXX stated on XX/XX/year>, that she could only see notes from XXXX, contradicting my repeated calls and complaints in XXXX and XXXX, further demonstrating poor documentation by BMO staff.

4. Every time I contact customer service, I must reiterate the entire history of this issue, often in excruciating detail. Representatives repeatedly ask the same redundant questions, such as whether Ive tried logging in via XXXX, XXXX, or the mobile app, or if Ive deleted and reinstalled the appall actions I have performed and explained multiple times. This process is not only time-consuming but also redundant, as the steps have already been confirmed ineffective through previous troubleshooting efforts. The repetition has been emotionally exhausting, leaving me feeling dismissed and unsupported. Given how consistently this happens, I have little confidence that a resolution is forthcoming.

5. Some of my calls, lasting just seconds to a few minutes or less than 10 minutes, were either unexpectedly disconnected or rushed to an end without fully addressing my concerns. I find this particularly odd, as disconnections have never been a problem in my 15 years as a BMO customer. 

On XX/XX/year>, I unknowingly overdrafted because I couldnt monitor my account balance. While I received a text notification about the overdraft and BMO covered it, I couldnt log in to verify my available balance or address the overdraft before it occurred. This is part of a broader pattern where I have had to guess my available balance due to lockouts, causing significant stress. The inability to access my funds risks further financial harm and undermines my ability to manage my finances effectively.

These lockouts have also left me unable to access funds through the ATM on multiple occasions, such as when I could not withdraw money without my card due to being locked out of the mobile app. Additionally, I have had to rely heavily on credit cards to cover essential expenses due to the inability to access my funds, increasing my financial burden through accrued interest.

As a paid hourly worker, the repeated disruptions to my workday, requiring lengthy calls during work hours, not only forced me to extend my day with unpaid hours but also compounded the financial toll by creating unnecessary stress and delays in managing my finances. 

On XX/XX/year>, I filed a formal complaint with XXXX from the Resolutions Team. Despite this, I later learned the complaint had been closed without any resolution. XXXX informed me I would need to restart the process entirely if I wanted to have her help, despite earlier efforts by XXXX and XXXX. She also stated it would take several days to provide updates, contradicting earlier assurances and further highlighting BMOs disorganized approach. Despite requesting a case number multiple times, including today, I have not received one. Furthermore, BMO has failed to outline any steps to resolve this issue or prevent it from recurring.

To support my complaint, I have included the following screenshots and evidence : 1. Call Logs : I have included detailed screenshots documenting 17 calls to BMOs customer service number ( XXXX ) between XX/XX/XXXX and XX/XX/year>, totaling 305 minutes ( over 5 hours ). These logs highlight the disconnections and rushed service calls, some of which lasted just seconds to a few minutes, further demonstrating the inadequate handling of my case.

2. Unregistered Device Notification : An example of the recurring notification I receive each time I log in, which states : An unregistered device signed in with your BMO user ID. Despite raising this concern, I was repeatedly told this notification was nothing or dismissed as comparable to cookies being reset.

3. Voicemail from IT : A voicemail from BMOs IT department left on XX/XX/year>, where they attempted to contact me. However, when I called back, BMO representatives claimed they had no record of this outreach or its purpose.

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 non-monetary relief