BMO Harris Bank National Association

Complaint ID: 3173082

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Subissue:

Company: BMO HARRIS BANK NATIONAL ASSOCIATION

Complaint: I received a credit alert via e-mail at XXXX pm CST via my XXXX Protect My ID program. I logged in and saw that BMO was reporting my account delinquent. I called XXXX at XXXX XXXX XXXX to inquire about it, but that phone kept asking for my phone number and PIN but never led to an actual person. I then called XXXX and ended up talking to XXXX. He explained the XX/XX/XXXX payment was not received. Told him I sent it. He said because it was not a full payment, it was not applied. Paul admitted BMO has my mortgage payment, but BMO is refusing to apply it. During the conversation I learned my monthly payment had increased and that BMO never notified me of this. XXXX said BMO mailed me 2 notices, but when I asked him to give me the dates of the notices, he said he didn't have access to that. We went back and forth about the notices, he claiming I had received them but never producing any actual proof I had. I asked him to tell me what address BMO had sent the notices to, but he was unable to tell me either. We were not getting anywhere, so I asked to speak to his supervisor. He put me on hold and told me his manager, XXXX, was on the phone with someone else and to give him a number XXXX could call me at. After my phone call with XXXX ended, I started looking at the statements online, my preferences and my paper files to try to better understand what was going on. The last paper statement I have from BMO was the one dated XX/XX/XXXX. The last escrow analysis I received from them via mail was dated XX/XX/XXXX for changes effective XX/XX/XXXX. Every year, once I receive that, I make changes to my monthly payment. However, I did not receive any escrow analysis in the mail for changes effective XX/XX/XXXX. I then turned my electronic version of my account with BMO. I went to the paperless statement setting to see if I could find any answers, but BMO tells me that I " don't have eligible accounts for paperless statements. '' I then checked the settings for security alerts and notifications and alerts, BMO has my current e-mail and phone numbers but never sent me an e-mail or a text about the change if payment and the so-called delinquency. I don't even get notices from BMO that a monthly statement is available. I then tracked down the electronic statements to see what answers I could find. It turns out that the mailing address on those documents is " XXXX XXXX XXXX XXXX, Return Mail, IL. '' Even the escrow analysis for changes effective XX/XX/XXXX doesn't even have my address!

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3219941

Product: Checking or savings account

Sub-Product: CD (Certificate of Deposit)

Issue: Closing an account

Subissue: Can't close your account

Company: BMO HARRIS BANK NATIONAL ASSOCIATION

Complaint:

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 3178615

Product: Mortgage

Sub-Product: Other type of mortgage

Issue: Struggling to pay mortgage

Subissue:

Company: BMO HARRIS BANK NATIONAL ASSOCIATION

Complaint:

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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