Mortgage -- Trouble during payment process -- Complaint #7948642
Complaint Overview
Complaint ID: 7948642
Company: BMO Bank National Association
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Payment process
State: California
ZIP Code: 94303
Date Received: 2023-12-04T12:00:00-05:00
Date Sent to Company: 2023-12-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have 3 mortgages with BMO bank. There is also a checking account at BMO that I transfer external funds to that serves as a settlement account for mortgage payment. The mortgages were transferred to BMO after BMO and Bank of the West merged. Loans were originated with Bank of the West. Payments have always been on-time. Last month, XXXX of XXXX, the BMO website suddenly began not recognizing me as a user. This has persisted until today, XXXX. I can not login. When I attempt to login in, it says " Hmm. The information you provided doesn't match our records. Try again? '' The website address is https : //usdigital.bmo.comXXXX XXXX XXXX When I attempt to reset my password by entering my email and correct social security. number, the website responds : " Hmm. That information doesn't match our records. Try again? '' This suggests that my online account has been disabled. I also tried using my husband 's social security number to no avail. My email is clearly correct and exists on BMO 's records because I continue to get email confirmations of automatic transfers that were set up months ago. My social security number is also correct. I attempted to call BMO 's phone number but it immediately asks for my account numbers after verifying my social security number. However, I need to be able to login to see my account number. Without account numbers, there is no way to progress on the call. There is no option to speak to anyone. Eventually, the automatic call disconnects me because I can not produce an account number. I currently have no way to pay my mortgages which are now due for XXXX. Entering a physical branch is not possible at this time.
Frequently Asked Questions
What is Complaint #7948642 about?
Complaint #7948642 was filed against BMO Bank National Association regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-12-04T12:00:00-05:00.
How did BMO Bank National Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against BMO Bank National Association?
Yes, visit the BMO Bank National Association company profile at readthecomplaint.com/company/bmo-bank-national-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.