We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bank

BMO Bank of Montreal

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

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

Find a Location

BMO Bank of Montreal has 137 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2022

      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 experencing fraudulent chargés in my account in which Bmo saying I have history with a company I never heard of
      And **** **** and **** *** ****** also have been taking money out of my account and I need help to résolve issues

    • Initial Complaint

      Date:10/11/2022

      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 contacted BMO Chargeback on October 27, 2022 for assistance in filing a credit card chargeback to ******** ****** for refusing to honour their 100% money back guarantee for trip cancellation. The policy clearly reads: “We've got you covered, wherever you go... COVID-19 Protection Get 100% of your money back if you cannot travel due to disruptions caused by COVID-19 such as travel restrictions, testing positive and much more…” ******** is refusing to refund me in full. They are redefining the terms of their Premium Care Travel Protection Policy. **** ** ************* After many failed attempts to resolve the issue with the agency, I reached out to BMO to request their assistance in reversing the charge for $3200. The women assisting me collected all of the necessary documents to support my claim, and tried her very best to contact the agency to no avail. She tried over five times to get through to the travel agency, to no avail. Unfortunately, this was another failed attempt to resolve the issue with the seller directly. In support of my ask for assistance in holding ******** accountable *** ***** ***** ************** **** ******* ******* *** ********* **** ** ********* she felt it would be best to escalate my concerns to a manger. She assured me that a manager would be in touch with me within 72 hours to discuss further. It has been two weeks since I made the initial call. I have not heard from BMO to date. I have not been able to resolve the issue with the travel agency. ** ** **** ***** **** **** ** ***** ******* ****** ** ** ******** *** ********* ** ****** * ** ****** ************* I want BMO to hold this merchant accountable. I want BMO to reverse the charges, and offer me the purchase protection that lets you get your money back if you’re unable to resolve an issue with a seller directly. The terms of the agreements are clear, To that end, I am requesting BMO assistance in getting my full refund of $3200 and holding the agency accountable.

    • Initial Complaint

      Date:01/11/2022

      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.
      Received an automated message About credit card fraud, It was a genuine bmo call because they knew the last 4 digits of my cardAnd my name

      Over 1 hour wait times and still spoke to no one.
      Was told to call late at night, But an hour and 30 minutes later still on hold.

      Cannot contact a fraud department cannot reach customer service.

      I am out of country and unable to go to a bank. *** ****** **** **** ***** ***** ******* ** ** ** ********** ******** **** ** ********** ******* **** *** ** *** ******* ***** ** *******

      Communicated with BMo on ******** and they still told me I had to call.

    • Initial Complaint

      Date:12/10/2022

      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.
      I had a previous Prepaid BMO ********* and it expired Aug 2022. I had to reapply for a new card and asked them to transfer my $435.29 from my previous card to my new card. I have called 5 times and sat on hold for 2 + hours each time, only to be told it was going to be done within 3 business days. This has now been since beginning of September and it is still not transferred to my new card. I work and have more things to do than to sit on hold for hours to get the same answer and no action. Unacceptable and I want this complete. I have called, emailed and now this. I also do not want the $6.95 yearly fee charged as I don't have MY money to spend. I can't even access my old card on line as it shows cancelled. I have a User ID ******* and ticket # ************ from my last call. I am currently on hold again and am at the 1 hour and 25 minute mark.

      Customer Answer

      Date: 02/11/2022

      You can close this ticket as I did get this resolved with BMO.

      Thanks for your assistance *** ***** ** *** *** ****** ** **** ** ******* ** *** *** *** ********** ** ****

    • Initial Complaint

      Date:11/10/2022

      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.
      September 8th 2022, I went to log into my BMO bank account through the application. I was locked out, so I phoned costumer service and was told to go to a branch. That evening I thought I would see if the ATM could show kw my accounts. Nothing came up and my card was taken by the ATM. September 9th 2022 I was informed all my accounts were closed, not frozen and that I would have zero access to my accounts. I recieved a letter stating zero information as to why. The branch manager at the main branch downtown calgary, ***** informed me that they gave me 30 days notice to find a new bank to bank with and that it was my problem I accumulated over 300 in NSF fees after BMO took my money, did not inform me that my accounts were actually frozen not closed and it was my responsibility to monitor my accounts online even tho I have zero access to my accounts was told I will not be issued another bank card. I have no information on what fees are in what account and from what. I have not been sent any thing further except these letters * **** ********. They have taken close to 700 from me.

    • Initial Complaint

      Date:26/09/2022

      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 recently applied for a credit card from BMO.

      A person over the phone had told me that the credit card would be sent to my house, and it would be activated over the phone. However, when I received the card today, the mailing said that I need to go to a branch to activate. I tried calling the phone line on several occasions, and the wait is always at least one hour, and often more.

      I am currently experiencing side effects from covid, and it is not possible to go to a bank.

      Is there someone from your team who might be able to cancel the credit card for me?

      The credit card terms say that I will be charged the annual fee even if I do not cancel, so it is best to simply cancel, but I do not see how I can do so.

      Thank you very much for your your help.

      My credit card number is ********************

    • Initial Complaint

      Date:26/08/2022

      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.
      ON AUGUST 2ND, I RECEIVED AN UPGRADE OFFER ON MY BMO CASH BACK ********** - I ACCEPTED THIS RIGHT AWAY THAT NIGHT.

      TODAY, AUGUST 25TH, I HAVE NOT RECEIVED THIS CARD. I ALSO RECEIVED ANOTHER EMAIL TODAY ALERTING ME NOT TO LET ELITE STATUS SLIP BY - ASKING ME TO CONFIRM THE UPGRADE, AGAIN!

      I CALLED 1-800 # FOR BMO AND WAITED FOR 6+ HOURS AND WAS TOLD BY THE AGENT THEY DO NOT SEE THE UPGRADE AND CANNOT DO ANYTHING FOR ME, TO CALL BACK TOMORROW.

      I AM GETTING THE RUN AROUND AND WONDERING - IS MY UPGRADE ON THE WAY? HOW DO I GET THIS STRAIGHTENED OUT? OFFER EXPIRES 31ST BUT I CANT WAIT ON HOLD FOR ANOTHER 6 HOURS AGAIN. WE WERE CONSIDERING SWITCHING ALL OF OUR BANKING PRODUCTS TO BMO.

    • Initial Complaint

      Date:09/08/2022

      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.
      On May 29th, I applied for a credit card-**********- which was approved. I left for a trip to Jamaica May 30th. Therefore, I knew I would not receive the card until I'd returned home. However, on June 4th, all of the following fraudulent transactions were made on my credit card at 4 different *** stores :
      1110,75$
      1997$
      91.40$
      1672.50$
      I received an email from BMO to notify me that some payments exceeding my limit had failed. When I verified my account, I saw all of the transactions above. I immediately called BMO. My card was blocked and a new one was sent out to me.
      Upon my return on May 13th, I verified my mail and saw a letter from BMO dated June 7th containing a credit card. When I called to activate, I asked if it was the card that I had reported since I had never seen it physically. The agent confirmed that it was not. However, that card was blocked again and I saw on my account that I would receive a new one. Since I never received it, I called BMO and that's when an agent realized that both credit cards had been sent to the wrong address.
      On July 13th, I received a call from the fraud department to notify me that my card would be blocked again. I saw a payment of 4960$ made on my credit card June 9th and I assumed it was from the bank but the agent told me it was also fraudulent, that someone had access to my file and had inserted a wrong address and that the first card ending in **** that I had first received was probably mailed to me by the criminal who had accessed my file and that I had to destroy it which I did. The agent also said once the 4960$ would be returned to the right account, I would be refunded. To this day my card has not been refunded. Interests are being applied and my pre-authotized payments are failling. I filed a police report and faxed the information and I still did not get an update. Everytime I call I receive contradictory information. ******** ********* ** **** * *** ** ************* *** *********

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.