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Business Profile

Bank

BMO Bank of Montreal

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for BMO Bank of Montreal's headquarters and its corporate-owned locations. To view all corporate locations, see

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BMO Bank of Montreal has 137 locations, listed below.

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    Customer Complaints Summary

    • 151 total complaints in the last 3 years.
    • 52 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BMO contacted me 10/17/23, indicating that unauthorized access attempt had been made on my online accounts; they recommended freezing my accounts on 10/17, which I agreed to. On 10/18, I called my local branch to remove the freeze; Katie stated she had removed the freeze and accounts could be used.
      On 10/22&23, payments were made to credit cards from my accounts. Payments were returned as 'account frozen' and accrued $60 in returned check fees and caused my interest rate to increase from 19% APR to 29.99% APR. Visited a BMO branch on 10/27, when this came to my attention, and Mary indicated that the freeze was still in place. She stated that she removed it and that accounts could be used. Paid two other credit cards on 10/27 and 10/30, which were also returned as 'frozen', accruing another set of $30 fees.
      Called and visited several times, was told that all freezes had been removed and I could utilizie my account. Payments began to transfer in Nov.
      As funds were available in the account and BMO refused to honor the transfers which I had authorized, I accrued $120 in returned check fees--despite being assured that the account was not frozen and money was available.
      In Oct, I reached out to the local branch manager, Dibesh, who indicated that he would escalate the issue. I supplied him with a record of fees and he indicated he would follow up with me within two days. Four days later, I emailed to follow up, but didn't receive a response. The following week I stopped by and asked for a call. He did not follow up. I followed up by phoning, emailing, and stopping by several times in the past 5 months and each time Dibesh stated he would talk to his supervisor. Eventually I asked for his supervisor's information, which he refused to provide. ** *** ************* *** ****** ** ** ******* ****** ***** ** *** ***** ** *********** ** **** ** ****** *** ** *** ***** Again, I had attempted to resolve this over a dozen times, with no action on his behalf.

    • Initial Complaint

      Date:27/03/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I would like to have my checking account verified so I can pay my monthly bill online. The site said it can't verify my account and to call them. First time I called; I got the run around being sent from service representative to service representative one representative even hung up on me when I asked for a supervisor. I called back and after the transfer call game, was eventually sent back to the first department I initially called, all with no help. Not asking for lot here just to be able to pat them their money online. Tried calling back a third time and was told they could not help me without my account number, they don't send me paper statements, so I don't have the account number. Was told there was nothing they could do for me, and I would have to try going to an actual bank branch for help.

    • Initial Complaint

      Date:23/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying(most unsuccessfully) to close my accounts(RRSP) with this **** institution for five years.
      Every year I have made an appointment to close my accounts only to be told that I cannot close my accounts.

      * ** ****** ******* ***** *****  I am left with little recourse but to complain.

      * ** *** ***** **** **** ***** ****** ***** ** ***** *** help me finally cut ALL of my ties with this institution * ******** ***** **** **** *** **** ** ** ***** ** ********* ***** **** ******* ** *** *** ** ** ******* *** *** *** *** *** *****

    • Initial Complaint

      Date:08/01/2024

      Type:Order Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My recent experience with my credit card account has been distressing due to consistent billing errors and subpar service over the past three months. In October 2023, I enrolled in a 0% rate balance transfer promotion expecting efficient service. Unfortunately, this hasn’t been the case:

      On October 10th, I transferred $14,221, complying with the promotion terms.
      BMO erroneously double-charged the transfer fee, causing an inflated $867 minimum payment on my November statement.
      Despite paying $440.37 as instructed, I was surprised by an additional $96.91 interest charge on my November bill.
      Following discussions, I paid $262.98 on December 6th, believing the issue resolved.
      However, these problems persisted:

      In January 2024, I was billed $173 as a minimum payment with a $57.68 interest charge.
      Despite assurance, I received repeated calls alleging missed payments.
      This cycle has been highly inconvenient. I request:

      A thorough investigation into billing discrepancies.
      Fair compensation for the inconvenience.
      Assured accurate billing and no impact on my credit score.
      Please rectify these issues promptly to restore my confidence in BMO.

    • Initial Complaint

      Date:13/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      BMO bought out **** ** *** **** and reactivated a school account that was closed over a decade ago. Since there are no signers remaining at the school (we actually don't even know who the signers were) they refuse to close the account - even though it was ALREADY CLOSED AND THEY REACTIVATED IT. I even have a voice mail from one of their representatives acknowledging this. They continue to send us bills and have now started *********** to send us in to collections. I have spoken with them numerous times but they won't help. ** *** ** * ***** ** ** ******* ** ********** *** ******** *** **** ***** 
      PLEASE HELP

    • Initial Complaint

      Date:09/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      * ** * ******** ** *** ** ****** ** ***** ******** ** **** ** *** ***** I hold both a business and personal account with BMO. As to my business savings, I tried to obtain a bank statement for October and September 2023. There are no reports whatsoever available online. I contacted the bank by phone and they said they have no access to my account statement or total for that account. I contacted the bank in person and they too had no access to my statements for that account. Other than accessing my account online and seeing a total reflected on the screen regarding my balance, I have no information on the account or way to prove that I, in fact, have money in the account as reflected online. ***** *** ***** **** ***** ****** **** *** *** *** *** **** **** ******* ***** *********** ** **** ** *** ***** *** *** ****** **** ********** *** ** ******* ** *** **** *********** **** I plan to leave BMO, but would like some assurance they know how much of my money they have on deposit and other essential details regarding my accounts. * **** ** ********** ** **** ** **** *****

    • Initial Complaint

      Date:07/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I deposited 800.00 dollars at the bank machine on April 12, 2023. the machine did not work right I only got my card back but it said it was out of service while I was depositing I didn't get a receipt when I called while I was there they couldn't help me. I called the bank directly the next day and talked with the manager and she said they would honor it but I only received the 600.00 when I called back she said she would add the 200.00 but I never received the rest. I don't know what to do. I know I deposited 600.00 in hundred dollar bills and 5 50.00 dollar bills.

    • Initial Complaint

      Date:18/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ref: acct ending in ****

      About 3 years ago it came to my attention that someone used my personal credit profile to obtain credit in my name without my permission not knowledge. It took almost two years cleaning my name.

      Early of October 2023 I received an offer for a **** card from BMO. I responded and accepted it.

      I than got a call from “Investigation unit at BMO from ********** ******* at ***********************. Ref ***************.

      She asked for my Notice of assessment 2022, my DL and a Utility bill. She reviewed and verified me and told me she is approving my card and that I will be receiving it in 10 days. Once I do to walk into a BMO branch and activate my card.

      8 days later I got the card and went to a BMO branch. They couldn’t activate my card because of an old block due to the fraud I experienced 3 yrs ago. We called fraud department and they too tried to remove the block. They gave me a number to call *************** No one to talk to at this number. Asking me to leave a message. I left a message and to no avail. No one responds no one call back. **** ** ********** *** * ********* ** **** ***** 

      Please fix my card and remove my block as I am new to BMO

    • Initial Complaint

      Date:06/10/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bank on Montreal
      A new bank account was set up, and instead of signing me up on the $5/month overdraft protection, I was charged $5 for every single overdraft transaction. Over the span of 3 months, I should have been charged $15, but instead $710.
      Upon visiting the bank, they confirmed they had no documentation showing I had committed to either plan, and refused to accept my word that I did not sign up for the $5/transaction.
      Because of this they agreed to refund me only a portion ($250) of the fees and stated that I would be responsible for the rest, refusing to give me a fill refund (minus the $5 monthly fee I should have only been charged for)

    • Initial Complaint

      Date:27/09/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I opened a bank account with BMO in October 2020. The representative, ******** ********, I was meeting with wrote my last name wrong on all the paperwork. I mentioned to her that the last name '******' was wrong, it was spelled '******' on the paperwork, and she said to just sign it and that they were just papers but that she would fix it in the system. Shortly after, I noticed that when I would send or receive e-transfer my last name was still spelled wrong. I went back to her, and several times after, and she said that in her system my name was spelled right and to not worry about it, yet I continued to see that my last name was spelled wrong on BMO documents. This issue has been ongoing for 3 years. On September 21, 2023, ******* (my mother) went to my home branch ** *** ****** ** ** ********** ** to ask for an appointment with an advisor to have this issue fixed. ******* ***** **** ******** *** *** ********* ** *** **** **** ******* *** ****** *** ***** **** *** *** *** ********** **** ******* *** ******* ******* **** ************* ******* ******* ** *** ********* *** **** ********* **** ******** *** ******* ***** ***** ************* ******** told ******* that I, ******, had to go to the branch and do make an appointment myself to fix the spelling of my last name *** ******** **** ******** **** *** ***** ** * ******** ****** *** ******* ** ****** ******* ***** ******** *** **** ****** *** *** ******** *** *** ********. I have gone several times to fix the problem with ******** and nothing has been done for the last 3 years.

    BMO Bank of Montreal is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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