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Business Profile

Bank

BMO Bank of Montreal

Headquarters

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.
    • 46 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: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.

    • Initial Complaint

      Date:26/04/2023

      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.
      On March 27, 2023 I filed Transfer Account Documents with the ***** **** to have my 3 accounts transferred from Bank of Montreal Private Wealth (**** ******* **** ******** ***.) to ****
      One of my three accounts have been transferred to ****
      *** has informed me they have requested the Bank of Montreal 3 times during the last three weeks to transfer my other two accounts and as of yesterday April 20th, the Bank of Montreal claims they have not received any requests regarding transferring my other two accounts to ****
      *** has asked me to contact the Bank of Montreal and ask them why they are ignoring the ***** **** (***).
      Since I have not being able to have access to my money in my *** accounts, it has impaired my ability to do my personal business.

    • Initial Complaint

      Date:14/04/2023

      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.
      Good day,
      I am a member of the Canadian Armed Forces stationed in the US.
      I needed to open a US bank account so I could get my pay checks deposited to it. I decided to go with BMO ******, which is the BMO version in the U.S. For that to happen, I needed to have a Canadian BMO bank account. When we opened the account we deposited $1300/CDN. I informed the bank that I will never use this account because I am stationed in the U.S. and I will not need a Canadian bank for any transaction. That it is solely to open the BMO Harris account in the U.S.
      This account was dormant for almost a year. I never used it for any transaction. Even the debit card is stored in a safety box along with my other sensitive documents.
      On March 20th there was an unauthorized access to my checking account where there was an e-transfer for $1500. I didn't receive any notification on my phone, no email no nothing.
      I filed a complaint with the bank where they launched an investigation. The investigation number i was given:
      1-**********
      After less than a week the complaint was rejected.
      My issue is with the bank that they should've exercise due diligence and notice:
      1- that this transaction involves a large amount of money
      2- its out of my banking behavior.
      3- All the banks I deal with have a transfer limit per day that they don't allow any amount above that limit which is usually $500. If it is above $500 they would call me personally on my phone to authorize it.
      The transaction should've been stopped. The same issue happened to a colleague of mine who is also stationed in the U.S. but with his **** bank. The bank noticed that the transaction was out of his character. They put a stop to it and never authorized it. All this leads me to believe that it was an inside job.
      I called the bank's ombudsman 4 times leaving them messages but I never received any reply from them.
      I want my $1500 back from the bank.
      Kindest regards

    • Initial Complaint

      Date:13/04/2023

      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.
      First allow me to provide background information, I have been with BMO for over 20years and had a wonderful relationship with my local bank in Ottawa. I am a Public Service Federal employee and presently in Costa Rica since August 2021. I maintain a good relationship with my branch *** ******* ****** but they can not assist me with this complaint as it is out of their scope of responsibility.
      I have numerous accounts with the BMO and my Primary Chequing account normally over ten's of thousand of dollars but lately I had to move money out of the account ** ** ***** ** *** ************* *** **** *********  * *** ********* ** ***** ** ***** **** *** ***** ** ********* *** ** ********* ********* *** **** ******* ** it all started with extremely low withdraw from my Scotia Account in Costa Rica. So in November 2022 I noticed a 2$ withdraw from my Primary Chequing account and upon communicating with the bank they indicated that it was an error and ensure that all my account where set to ONLINE banking which would resolve the matter.
      But same situation in December, January and February where I official made a complaint and *****, ****** <******.*************> was to address the problem until again March 31, 2023 another 2$ vwithdraw. I have attempted to communicate with *** *****, by emails and left 3 message on his voice mail ************ but never received a call back or answers to my emails. **** ********* ** ******* ************ *** I request a solution form BMO as soon as possible as this is caused unnecessary stress to me and my spouse.

      Note that it requires for me to call the service center of BMO on a monthly basis to address the situation and the fact that I am in Costa Rica is not a small task.

      I remain available for further information if necessary.

      Respectfully,

      ****** ****** **** **** ******** * **** ** *** ***** ** ****** **** ** *** ***** 

    BMO Bank of Montreal is NOT a BBB Accredited Business.

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