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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:27/09/2023

      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 would like to make a complaint about my case in BMO bank.
      On September 4th, I deposited 2000 dollars cash by ATM of BMO ** ***** ***** ******* However, just 800 dollars was into my account. I reported this issue immediately to ATM customer service and they said that they would return my money back in 10-15 business days.
      On September 5th, I called the ATM customer service again to ask how was my case going. They promised me that they would speed up and return my money 1200 dollars back in 5 business days.
      On September 12th, I called the ATM customer service again since I haven’t received my money, but they said my case was still in investigation and let me go to the branch of BMO for help. Later, I called BMO customer service and was given the same reply.
      On September 13th, I went to the branch to ask the update. They told me that the ATM machine was not in charge of them and they didn’t know when my case could be solved.
      On September 18th, I went to the branch again to ask the update and was given the same answer as the last time.
      On September 20th, I went to the branch again but also no update. I called the BMO customer service again and the manager promised I could get my money back on September 22th.
      On September 22th, I still haven’t received my money back. I went to the branch again and they told me they couldn’t return my money since the case was still in investigation. I called the ATM customer service and BMO customer service again and again, but they always let me wait and didn’t try to solve the problem and was not willing to return my money back.
      Thanks so much for your prompt help in advance.

    • Initial Complaint

      Date:22/09/2023

      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.
      ***** ********** ******* * ********* **** * ****** **** **** **** ******* **** ** ********** **** * *** ******* * **** ****
      My bank has informed me that it is not possible to discuss paying off my credit card by electronic communication. Please confirm if this is true, because I acknowledge I have a balance owing but I would prefer to discuss a payment plan by means other than just talking over the phone.

    • Initial Complaint

      Date:19/09/2023

      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.
      I have a BMO account that is being debited because I don't have any money on my card. I've been unemployed for the majority of this year. They are charging me a charge for being overdrawn. I haven't used my card in months, and despite the fact that my balance is $0, they continue to charge me. I have not deposited any funds into the account, but they continue to charge me for it. I want to close the account, but they insist on paying costs over which I have no influence. I'd like to address this problem.

    • Initial Complaint

      Date:07/09/2023

      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 reached out to dispute for a charge to my USD credit card from a merchant for an unauthorized amount. I have a few valid charges on my credit card from the same merchant, for which I'm not disputing. I'm disputing the amount of a charge for which I was never informed I would be charged. The agent/representative I engaged with **** ** ******** ** ** ********** ******** ** *** ******** ***** ****** *** ********* *** ******* *** ********* sided with the merchant and insisted it was a valid charge, when I clearly stated multiple times that I never authorized a charged in that amount. There are other valid charges, but that one is not one of them.

    • Initial Complaint

      Date:18/08/2023

      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.
      Respected Sir/Madam,

      This is ******* ***** I use BMO World Elite ****** **** for everything. I spent almost over $50K a year on this card. Recently I use this card to Book a Car Rental for our trip to Switzerland. We didn't get the Car Rental that we were supposed to booked by this Company Named ********* My credit card was charged for $691.42 on July 17th under the merchant named ************ ****. Now I am trying to get the refund from the company but they are not replying to any of my email request. When I called BMO ****** ****'s Dispute Department to Help me and dispute the charge I was been denied any help even after providing all the supporting documents. I really hoped that I would get a Help from my Credit Card Provider but it is very unfortunate that they ***** **** ** ** ******** *** denied help completly. * ****** ***** ** *** **** **** *** ** **** **** *** *** * ** ***** ****** ** *** ** ***** **** ** **** **** **** ** *** ****** ******** ******** * ****** ***** **** ** ** ** ******** ***** ** **** *** ***** ****** ** * ***** *** **** *********** ****** ** **** **** ** ********

    • Initial Complaint

      Date:14/07/2023

      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 have been added to an email list erroneously and ******* nonstop (sometimes several times per hour!). They used the address *******************, and I never put a dot in my email address when signing up for services. Also, I don't live in Montreal nor do I have any economic interest there.

      When I try to unsubscribe via their website (following the link in their email), I get a notice saying "sorry we can't do that -- call customer service." Then I called customer service and they said I had to go to a branch in person. **** ** ****** ** * ** *** ****** ** ******** ****** **** ** *** *** ** ***** ***** 
      All I want is for my information to be deleted from their list and never to be contacted by them again. ** ***** ** **** ** **** *********** *** ************* ******* **** ********* ***** ***** ******** ** ***** ********

    • Initial Complaint

      Date:04/07/2023

      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.
      I had sent post dated cheques to be deposited and the cheques were posted to the accounts prior to the date on the cheques the cause was fees I have to pay *** *** ***** ** ******* ** ** ****** ********** I will like the fees of $140 to be paid or reverse because of the returned cheques I’ve never had this problem before I have always written post dated cheques in the past!

    • Initial Complaint

      Date:27/06/2023

      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.
      For over the past 6 months BMO ********** has changed my interest rate from 12.99 to 30.99 on a larger balance. I have been disabled for several years paying larger chunks when I can. Even around tax time paid thousands in branch and was not told about the interest change several times over, havent received any mail and they made it paperless with out my phone number. Just sawmy online banking and called and was told a manager would call and help no one called, been overcharged hundreds and they even increased my limit during this time. So disappointsd living disability income month to month with a 7 year old disabled that we have no extra funds for and huband works 2 jobs 7 days a week. Pleading for help and cant beleieve this change. Been with BMO for decades.

    • Initial Complaint

      Date:20/06/2023

      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.
      For the last four years I have been using telephone banking and it is getting worst all the time . Going to the bank is not an option because i am in long term facility l on AISH (Alberta insurance for severely handicapped) ( it is not as bad as it sounds Aish applies to basically everyone. ) Anyways the last few months i have tried to get help with a ** GIC that is about to mature and no one will help because i don't have the information and the answers they are looking for ie e bank address or date of birth or some other ridiculous thing i refuse to answer because i don't use my debit card over the phone or give email account when they ask for address and phone it is rude of them to think they can hang up just because they don't like my answer or because i don't like their questions. When i ask to speak to supervisor it is the same thing and if Ii ask for the manager i get answering machine that is not working well no name or phone number . If i did not know better I would say they no longer want my business, my money , or a future in the banking business.Thank you for your interest and thank you for your time. I apologize for any inconveniences this may cause. Please feel free to contact me at above information.

      Customer Answer

      Date: 21/06/2023

      Send clarification 

      the name is ****** ********

      The desired outcome is to simplify the telephone / phone banking options and put the options in clear concise comprehensive terms that everyone can identify. Then there is the questions the bank is asking to verify the caller and the account in question. It is not safe to provide every piece of confidential information in banking I can not understand why the bank needs everything from date of birth, email, passwords,, addresses,, postal codes and phone numbers,  to justify access to an account. To answer questions pertaining to the account is justified not date of birth or email addresses pertaining to trustee or myself. All just to answer question if ** GIC is ready for maturity to move to next account and the process therefore.

      Did I answer all of your questions?

    • Initial Complaint

      Date:19/05/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      About May 9th: I used my online banking. I tried to send a global money transfer.
      The bank website wanted to verify it was me. I had to call the number on my debit card.
      I called customer service and they said I needed a Canadian phone number to put in my online profile. This is used to verify a customer before sending a money transfer. I currently live overseas but said I would try to get a Canadian phone number.

      May 10th: I tried to access my online banking account. I couldn't log in. I called the number on my debit card. The customer service rep gave me a number for the fraud department because they said they couldn't help me but didn't explain why I couldn't log in. Also, BMO never sent me any emails about my account being suspicious or being flagged.

      I called the fraud department. I waited on hold for 1 hr. I spoke to a person who asked me a few verification questions. I answered all. I explained why I needed a money transfer and what was going on in my life and that I lived overseas. I gave my overseas phone number. She helped me access my online banking and waited on the call until I tried it to see if it worked.

      About 2-3 hrs later, I tried to log in to my online banking. There was an error message. I called customer service, they couldn't help. They gave me a different number to call. I called, the reps were sympathetic and wanted to help me but they couldn't. They told me that the fraud rep blocked my debit card. The only way to fix this was to go *in person* to a branch and get a new debit card.

      The rep wrote up a service request and sent it to my local branch and told me a manager would call within 3 days and that I would need to work on a solution with them. The rep also filed a BMO complaint for me about the previous fraud rep blocking my card, even though I had the correct verification answers.

      It's been more than a week. I have heard nothing from BMO. Credit card payment is due, I can't pay it, can't access my account.

      Thank you

      Customer Answer

      Date: 12/06/2023

      A representative from the Bank of Montreal contacted me and was able to resolve the issue.

    BMO Bank of Montreal is NOT a BBB Accredited Business.

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