Consumer complaint received 2026-06-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: BMO BANK NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint because I believe BMO Bank has treated me unfairly and inconsistently after repeatedly acknowledging that I was the victim of identity theft. For years, I have been working to restore my identity after extensive identity theft that affected multiple financial institutions. I have submitted FTC Identity Theft Reports, police reports, proof of identity, attorney correspondence, and extensive supporting documentation to numerous banks. Several institutions have investigated my claims and determined that I was not responsible for the fraudulent activity committed using my identity. BMO was one of those institutions. On XX/XX/year>, BMO responded to my CFPB complaint and confirmed that XXXX had validated my identity theft claim, removed the reporting associated with my account, and that BMO had instructed its collection agency to cease all collection efforts. Then, on XX/XX/year>, after I filed another CFPB complaint asking whether there were any restrictions preventing me from opening new accounts, BMO again responded in writing. The bank specifically advised me that I could visit a financial center and apply for a new account and that my application would simply go through BMO 's standard account opening process. Based on those written representations, I reasonably believed the identity theft issues connected to my previous account had been resolved. I relied on BMO 's written responses. I visited a BMO branch, applied for a new account, and my application was approved. I opened a new checking account and began establishing a banking relationship with BMO. Several weeks later, without warning, my account was frozen. The branch then contacted me requesting additional documentation regarding my identity theft. Although I had already spent years proving that I was the victim, I fully cooperated once again. I provided FTC Identity Theft Reports, police reports, proof of identity, and additional documentation supporting my claims. After submitting everything requested, I was informed that BMO intends to close my account anyway. This makes absolutely no sense. If BMO intended to deny me a banking relationship, why did it tell me in writing that I could apply for a new account? Why did BMO approve my application? Why was I permitted to open the account, fund it, and begin using it? Why was I asked to provide even more documentation if the bank had already decided to terminate the relationship? Most importantly, why am I continuing to suffer the consequences of identity theft after BMO and XXXX already acknowledged that I was the victim? I have now spent years trying to repair the damage caused by criminals who stole my identity. Instead of being treated as a victim, I continue to feel like I am being treated as though I committed the fraud myself. This has caused unnecessary stress, inconvenience, embarrassment, and frustration. I relied on BMO 's written representations before opening my account. Had BMO intended to deny me a banking relationship regardless of my documentation, it should have communicated that before approving my application rather than allowing me to open an account only to freeze and close it weeks later. I am requesting that BMO explain exactly why this decision was made after previously confirming there were no collection issues, acknowledging that XXXX validated my identity theft claim, and inviting me to apply for a new account.

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