Consumer complaint received 2026-07-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: BMO BANK NATIONAL ASSOCIATION
State: KY

Complaint narrative:
On XX/XX/XXXX, an agent by the name of XXXX XXXX opened a dispute without my authorization or consent. This action is unlawful, as I had initially filed a formal complaint. XXXX XXXX subsequently confirmed that the dispute was not only open, but that it was processed under Regulation E, which is entirely incorrect. Furthermore, XXXX XXXX asserted that XXXX XXXX did not offer next-day delivery, despite explicit evidence demonstrating that my shipment was processed via XXXX XXXX XXXX XXXX XXXX XXXX which constitutes next-day delivery. It was evident from this interaction that there was an intent to be dismissive ; however management failed to realize they were interacting with a law student. In addition to these inaccuracies, XXXX XXXX falsely claimed that I stated I had already canceled the order. The previous screenshots provided, which were summarily dismissed by XXXX XXXX, definitively prove that this claim is untrue. While your office may have declined to review the chat transcripts to verify the facts, the involvement of the Office of the Comptroller of the Currency and the Attorney General 's office ensures that these records will now be compelled for review. Consequently, your organization will be required to explain to these regulatory bodies why it deemed it appropriate to provide false statements to the Consumer Financial Protection Bureau when objective documentation directly contradicts your narrative. Following several days of communication with XXXX regarding their policy requiring the merchant to initiate claims, the carrier has permitted me to open the claim directly, and the matter is currently under active investigation. Additionally, I have escalated this issue by filing a formal complaint with the OCC, which is now active under case number XXXX. I am also in the process of submitting a subsequent complaint directly to the Office of the Attorney General ( XXXX XXXX XXXX ) in response to the dismissive and highly concerning conduct exhibited by XXXX XXXX. While your company operates under the assumption that consumer complaints can be summarily dismissed, such evasiveness can not be sustained when responding to federal and state regulators. Your organization will now be required to formally explain to those regulatory bodies why a dispute was initiated without my consent and why systemic misinformation was provided. XXXX XXXX stated that the dispute was denied, whereas XXXX stated the dispute was canceled after confirming that I never authorized such filing without prior telephonic consultation. The regulatory entities will determine the liability regarding why multiple representatives are violating consumer protection laws. I am not a consumer who can be worn down by corporate resistance. As a future law student and incoming attorney, I thrive on holding corporations accountable for failures of this magnitude : )

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