Complaints

This profile includes complaints for BMO Bank N.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BMO Bank N.A.

  320 S Canal St Chicago, IL 60606

  
• 

  BMO Bank N.A.

  100 West Washington Street Marengo, IL 60152

  
• 

  BMO Bank N.A.

  1000 S. La Grange Road La Grange, IL 60525

  
• 

  BMO Bank N.A.

  1050 Maple Avenue Lisle, IL 60532

  
• 

  BMO Bank N.A.

  10500 W. Cermak Road Westchester, IL 60154

  

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.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Bank N.A. closed the credit card account that I had maintained with them for 18 years on March 31, 2025, without notice of any kind. My credit rating was 726 (Very Good) with a Grade A payment history of 100% on time. I discovered my credit card had been cancelled via a message on *******. I assumed ******* had made an error, called them, and was stunned when ******* personnel stated that my credit card number was not valid. Likewise, my card was declined at the local gas station.I contacted ******** credit card customer service (on April 11, 2025) and was shocked to learn that my account had been closed. After ***** minutes of requesting information on reasons for the closure, and receiving none, I then asked to be transferred to ****************, as the customer service person stated that the closure was a "bank decision."After half an hour of speaking with the ******** representative, I received two reasons for my account closure: 1. I did not meet bank criteria for a BMO credit card, and 2. I did not have sufficient credit usage. The representative could not tell me what the criteria were, nor could he speak to the numerous bills and charges that I pay using my credit card each month. He suggested I go to a local ******** for more information.I visited the ******** in **********, *********, on Friday, April 11, 2025, and an incredibly apologetic employee said that the branches had not been informed of these cancellations and that numerous customers had come in with the same complaint. Interestingly, these customers had credit cards through ***, but not bank accounts; also, even though the credit card accounts were cancelled on March 31, 2025, a letter informing customers of their credit card account closures went out on April 10, 2025. I have not yet received any communication from ***. My credit rating decreased 21 points as I had to apply for a new credit card and have had a hard inquiry into my credit.

  

  Business Response

  Date: 04/14/2025

  We are in receipt of the complaint for the above referenced customer and welcome the opportunity to respond to the customers inquiry. A letter was sent today April 14, 2025, addressing the concerns brought up in the complaint. Please allow up to seven days for receipt.  In the interest of protecting our customers confidentiality, we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23196187
  
  I am rejecting this response because:

  1. I was not notified of my credit card account being cancelled by ***, 

  2. My credit rating has dropped by 21 points due to the hard inquiry for a new credit card, necessitated by **** closing of my account,

  3. All of my subscription and automatic bill-paying accounts have been temporarily switched to my husbands credit card,

  4. I was a customer with a 726 credit rating in good standing.

  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 04/22/2025

  The Bank has reviewed your complaint and we stands by our position and our response to your original complaint. We have resent the letter mailed to you on April 14. We consider this matter closed.

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23196187
  
  I am rejecting this response because:

  while BMO credit card customers have absolutely no recourse if BMO closes their account (even if the customer has a Very Good credit rating), I believe customers should be informed of the closure before it occurs and their credit rating should not be affected. I worked for years to have a 726 credit rating and it disappeared in a week.

  The timing of BMOs actions and the disbanding of the ********************************** are probably not a coincidence.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Yesterday, April 10, 2025, I deposited a $4000 money order into my BMO checking account. The money order was available this morning, 4/11, so I tried transferring half those funds, $2000, into my ***** account. *** REJECTED the transfer, placed my account on a status of credits and deposits only, and REFUSED to allow me any access to MY account!!! I have a serious lung disease and BMO is interfering with my ability to pick up my medications and my foods!!I need BMO to RELEASE its hold on my account and allow my transfers to go through without question!! 

  

  Business Response

  Date: 04/16/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter was mailed to ****** ****** on April 16, 2025, addressing their concerns. Please allow 7-10 days to receive the letter sent via ****. In the interest of protecting the customers confidentiality, we are not posting a summary of the correspondence in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

  

  Business Response

  Date: 04/16/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter was mailed to ****** ****** on April 16, 2025, addressing their concerns. Please allow 7-10 days to receive the letter sent via ****. In the interest of protecting the customers confidentiality, we are not posting a summary of the correspondence in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23194618
  
  I am rejecting this response because:
  *** FIRST approved the check that I deposited, so when I innocently added MY well earned wages to MY BMO account, *** could have stopped the process at my deposit, but they APPROVED the deposit! Second, *** APPROVED three transfers I started to my Chime account, for $2000, $2000, and $500, all to arrive in my Chime on 4/18! *** later decided they needed to investigate the check and decided NOT to honor my transfers, OR allow me to buy needed medications!! Third, *** then decided to punish ME by CLOSING MY ACCOUNT with no reasonable explanation!! The $4500 that is in my account that *** refused to transfer is MINE AND WHAT I LEGALLY EARNED FROM DOING TRANSCRIPTION AND DATA ENTRY WORK!!! *** owes me that money!!
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/17/2025

  We are in receipt of the additional comments provided by the above referenced person. We have reviewed the concerns and have nothing additional to add to our original responses.  BMO Bank N.A. considers this matter closed. Thank you.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23194618
  
  I am rejecting this response because:
      BMO may indeed have sent a letter dated 4/16, but I left on 4/15 for a 10 day vacation in ****** and will not return until 4/25! *** abruptly and unfairly decided to close my account, and one of **** agents said it was because I believed in my associate and his business! I have known my associate for several years and have spent time with ***** was my pleasure to share my Administrative Assistant skills with him and his business, and I appreciated the payment for my work. *** had no right to decide to close my account, with no explanation, and no money to pay my bills or get my medications!!  BMO owes me $4500!!
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Credit card account closed without notice or explanation after I called last week to redeem the rewards promised. I have had card for about 2 years, use it regularly and have always paid bills on time.

  

  Business Response

  Date: 04/14/2025

  We are in receipt of the complaint for the above referenced customer and welcome the opportunity to respond to the customers inquiry. A letter was sent today April 14, 2024, addressing the concerns brought up in the complaint. Please allow up to seven days for receipt.  In the interest of protecting our customers confidentiality, we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11 2024 I deposited a check and was told they had to contact the company to make sure the check was authentic the check has cleared they have spoken with the company as I have but my account is still locked for some reason the agent handling my case will not communicate with me rude and gives no explanation. 

  

  Business Response

  Date: 04/16/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. The Bank spoke with the customer on April 16, 2025, addressing their concerns. In the interest of protecting our customers confidentiality, we are not posting the contents of the discussion in this forum. The Bank additionally mailed a letter to the customer advising of the actions taken. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 under investigation for over three weeks for depositing local checks from friends and colleagues at my branch of ***. After I deposited the checks on March 14, the Bank manager and a teller came up to me and asked in the public lobby if I was dealing drugs! I was horrified and humiliated. I am an artist, a businessman and a minister and 70 years old. I certainly dont fit a profile depositing checks from friends with their name and number on the check.I am a ********* for over 40 years. I frequently make deposits and withdrawals of large and small ********** account was immediately frozen without notice and without anything in writing and without a way to buy food or gas.The investigator in ***** told me this would be resolved in two weeks. It's now over three weeks and my money is still ********* life and my business has been turned upside down with my funds being held hostage.The investigation has found no illegality or fraud. Since this is my money I have a right to take it back.I have sent a formal complaint to the **** and the *** for the poor treatment I have received from this bank.I'm just looking to have my funds released asap and to get this over with.I told told the bank that I would sign any Hold Harmless agreement so we can part ways *****They said it was not necessary I would appreciate any and all help from you.

  

  Business Response

  Date: 04/16/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter to the customer was placed in the mail on April 16, 2025, addressing their concerns. Please allow time for mail delivery.  In the interest of protecting our customers confidentiality,we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 was the victim of debit card theft i.e. skimming/shimming fraud. I was honest with my bank in that my actual debit card never left my possession. Therefore the bank denied my reimbursements claims due to the fact that since I never lost my card, and it had to be present for the fraudulent transactions to take place, that they were in fact legit transactions that I did. Basically, they turned me into the criminal. Maybe had I lied to them and said I lost my card, things would have went differently. The fraud went on for many months under my nose before I scrutinized my account history and discovered it. The reasons they deny me and reimbursement are wrong. The only thing that would make sense is if there is a regulatory time limit for reimbursement. For instance, maybe I get paid before for the last 90 or 120 days where the fraud was occurring and anything older than that I am out of luck. However, they denied my for everything, which is unfair and not right. They claim that chip cards cannot be duplicated however according to the *** website that is false. chip cards can be skimmed/shimmed while used at a POS. My card info, chip info, and PIN were stolen electronically from me while using my debit card. And either some technological device or a duplicated card was created for thieves to use my info in *******, ** for steal money from me little bits at a time so no one would notice, and they succeeded unfortunately. *** denies my claims because they said all the transactions were authorized. this is FALSE. I have a spreadsheet that I made showing all fraud transactions and a long email chain for months trying to resolve this with the bank. Please help me, no government organization has done anything to help. I am just a regular guy that had over ***** dollars stolen from me and I need that money to feed my family. please help.

  

  Business Response

  Date: 04/08/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter was placed in the mail April 8, 2025, to the customer, addressing their concerns. Please allow time for mail delivery. In the interest of protecting our customers confidentiality, we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23168668
  
  I am rejecting this response because: I received the mail piece. It was another denial letter. The reasons for my denial do not make sense. I was not present when the fraudulent transactions took place, they were not authorized by me nor was my personal debit card used as I had it with me. When these transactions took place, I was at work, not in *******, ** making these transactions. Were there cameras at the ATM's or locations where the transactions occurred? did BMO review footage to see it was not me? 

  BMO States:

  "Our investigation found that your card was required to be present for the transaction, the chip was read/validated and you have confirmed you are still in possession of your card."
  This is obvious, my card was skimmed and someone made a duplicate fake card. My one and only actual true debit card never left my wallet. And I didn't make the transactions. If you review the pattern of transactions, and the addresses they were made, it is obviously fraud. The investigation was haphazard and not comprehensive. Most of the transactions were located around a 4-way intersection in *******, **. I don't go to *******. And my *** location history from the two phones I have on me everyday, as well as the *** tracking history of my company vehicle, I am sure could prove this if the history is stored and saved up to today. Nevertheless, this is obvious fraud. DO A BETTER COMPREHENSIVE INVESTIGATION. LOOK AT THE ADDRESSES! 

  *** claims that a chip card cannot be duplicated. Then please explain to me how someone duplicated it. It's called chip (EMV) card cloning. 

  I was not present for the transactions and they were not authorized hence they are fraud. Therefore, someone was able to duplicate, or clone, my card, when I used it somewhere during a point of sale transaction. This is literally the only explanation. BMO is treating me like I am a liar and a criminal. Please as a company have some integrity. Why would I put so much effort into getting my stolen money back if I was the one that did the fraud transactions. I have literally tried everything to convince you, the bank, and I have file complaints everywhere I can. No one is helping me. The big banks win again and the little guy takes the fall while the criminals go unpunished. I am being punished and I didn't do anything wrong.
  
  BMO States:
  "Our Investigation found that your PIN was required to complete the transaction."
  Again, this is obvious debit card skimming fraud. My PIN was skimmed also. Someone skimmed my debit card, chip, and PIN at some point, somewhere, when I made a valid transaction.
  Does nobody with BMO know what debit card skimming fraud is? please see the link below from the *** website for information:
  *****************************************************************************************
  
  BMO States:
  "Our investigation found that the time, frequency, location, types, and amounts of the disputed transactions are consistent with previous patterns of use on your account."
  This is so obvious. It was because the fraud was going on for 11 months before I caught it and reported it and disputed it. Therefore, it may seem normal, but the reason is what I just stated.
  If you review the account transaction history and patterns FROM BEFORE the fraudulent transactions were occuring, you would see that this is obviously NOT consistent with my pattern of use and it is all fraud.
  
  
  I understand there are regulations and timelines for when a claim can be approved based on the fraudulent transaction dates versus claim opening dates. However, if you review the attached spreadsheet, the transaction dates are populated as well as all of the dispute ID's from which I am sure you can see what dates the claims were submitted. If you cross reference the dates the claims were submitted, you will see that there are definitely some transactions that are within the timeline. PLEASE be thorough. I should not be receiving a blanket denial for all claims. What are the regulatory timelines? No one has informed me of this. No one has informed me of anything other than I am denied everything. This is unacceptable. I know I should have been monitoring my account, and I do not expect to receive all the money back. However I should be getting something back. Should it go back 90 days? 120 days? No one has told me anything. Please review, cross reference dates, and advise me of how much money I will be getting back from this obvious debit card skimming fraud. I promise you I will not give up on this. I should not be out of luck with the total dollar amount.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/15/2025

  We are in receipt of the additional comments provided by the above referenced person.  We have reviewed the concerns and have nothing additional to add to our original responses.  BMO Bank N.A. considers this matter closed.  Thank you.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23168668
  
  I am rejecting this response because: I have explained everything and my position. I have nothing further to add except that I dispute the resolution by the bank. The bank and I are in disagreement and the bank has not offered answers to my satisfaction. My belief is that they are in the wrong and have treated me unfairly. All third party arbitration has failed to provide a satisfactory resolution. I was the victim of fraud and the bank did not support me, and appears that they do not even believe me. I will never do business with this bank again and I will inform everyone I can to avoid this bank at all costs. I realize that I should have caught the fraud sooner, which is my mistake. However, that doesn't negate the fact that the fraud took place, and that I should be entitled so some, not all, but some monetary reimbursement. ******** was not interested in resolving this matter fairly, and keeping a customer. I have been a member of that local branch (previously Bank of the West) since I was 18 or so years old. This was the first time I have been the victim of fraud, and the criminals won, and the bank did nothing. It is my hope that ******** will learn from this, and treat their clients better in the future. It is my hope that *** will learn to care about their customers, and actually perform human investigations on matters of fraud. Some people are honest and should be treated justly and fairly. I have been dealing with this for close to 9 months. ******** was slow to respond, went months without any movement on the matter, and the outcome is nothing. Over $2300 was stolen from me and *** bank offered no support. Do better in the future, please.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In late 2024, I was informed by BMO Harris Bank that my account had been hacked. This account was overdrawn by $3,000. *** had extended a line of credit of $3,000 to the 'hacker'. BMO has charged me for the $3,000 but refuses to give out any information as to the purchases made for by the hacker. Hence, they have blocked any investigation on my part.

  

  Business Response

  Date: 04/17/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter to the customer was placed in the mail on March 3rd, 2025, addressing their concerns. Please allow time for mail delivery.  In the interest of protecting our customers confidentiality,we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:04/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We bought an RV in April 2017. Our loan was originated through Bank Of The West, with 6.25% interest, and $680 monthly payments. **** has since been taken over by BMO Harris..Every month our statements continue to show that 50% or more of our payment was applied to interest, with less than 50% applying to the principle of the loan. We have never been late on a payment, and have occasionally made extra payments...but those, too, apply more toward interest than ************ far this year (April 2025) I've paid $2100, and according to my latest statement for end of March, $1039 of that has gone to interest.For 2024 we paid approximately $8400 ($700 x 12 months) and my statement shows that I paid $4925 in interest for 2024. Over the better part of 7 years I've paid almost $60k, yet my principle has decreased by only around $30k.I've repeatedly asked over the phone and in person at a BMO branch for an audit of my payment history, and for an amortization schedule; all with no response other than "we'll let you know if we find anything wrong".I simply cannot understand how BMO can justify taking 50% of every payment over 7 years, and applying it to interest, and I cannot get anyone at *** to provide me with an amortization schedule for my loan.

  

  Business Response

  Date: 04/14/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter to the customer was placed in the mail on April 14, 2025, addressing their concerns. Please allow time for mail delivery. In the interest of protecting our customers confidentiality, we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In February 2025, I deposited my paycheck as usual to my *** account. When no funds were available, I called to inquire. I was told that there was doubt to collectability and the hold would last for 12 days (I was told it was extended due to a holiday). I explained that this is my paycheck and I have 3 small children. I need to be able to feed them, pay my mortgage, etc. I was given a poor response, and the supervisor I spoke to told me there was nothing *** could do as the hold issue was coming from the issuing bank (later discovered this was an outright lie). I then called the issuer of the check, who contacted his bank. I spoke with the issuing bank's branch manager who told me there was no issue on their end and they had cleared the check. She was helpful an contacted *** on my behalf. She called back and told me *** would not give her any information. I then sat in my branch, working with a customer relations person who attempted to assist me by calling the fraud department. I then was issued a cashier's check to deposit from the issuer so I could pay my bills while we waited the outcome of the held check. On my way to deposit, I checked my account again, and they cleared my original check. My branch manager said he had given his back office copies of my checks that had cleared so this would not happen again. Now we are just two months later, and it has happened again. The bank is withholding ALL funds from my paycheck with NO valid reason, and causing real damages to a middle class family with 3 small children. I have been given no valid reason whatsoever for this hold AGAIN for a check for the same amount, from the same account to the same account as EVERY SINGLE MONTH. This is unacceptable, prevents me from supporting my family and paying bills, and takes me away from work to attempt to resolve the matter. The fact that this has now happened 2 times in 2 months is beyond my understanding. This has caused my family undue hardship. 

  

  Business Response

  Date: 04/09/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter was mailed to **** ***** on April 9, 2025, addressing their concerns. Please allow 7-10 days to receive the letter sent via ****. In the interest of protecting the customers confidentiality, we are not posting a summary of the correspondence in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a check on Wednesday, April 2nd. I researched online how long it would take for the check to clear. The company website states checks clear within 1-2 business days. I called the bank branch and was automatically routed to corporate call center. I called to follow up on the availability of the funds. The representative advised me that the funds would not be available until Friday, April 11th due to a fraud hold. This is unacceptable as it does not state on the website that checks could take 2 weeks to process. The first 2 reps were unhelpful. I asked to speak to a manager. I was transferred to someone who advised me that she could not help me. She had no answers to my questions and refused to assist with a resolution.

  

  Business Response

  Date: 04/09/2025

  We are in receipt of the complaint for the above referenced customer. We welcome the opportunity to respond to the customers inquiry. A letter to the customer was placed in the mail on April 9, 2025 addressing their concerns. Please allow time for mail delivery. In the interest of protecting our customers confidentiality, we are not posting the contents of the letter in this forum. Please let us know if we can assist further regarding this matter. Thank you for taking the time to bring this matter to our attention.