Bmo Bank of Montreal Review

BMO Bank of Montreal is disappointing. I have banked in the US, Europe and now Canada. Having personally experienced the diversity in levels of customer service, online and offline in three different countries, you become adept at circumnavigating inefficiency and lack of concern and confusing policies.

I opened a checquing & savings account at this particular branch. The woman who helped me was attentive and professional and I had no complaints or issues. As I recently relocated from the US and being a Canadian, I had ample identification so everything was processed without any issues.

Shortly after establishing a banking relationship, I applied for the bank Mastercard and was approved based partially on my collateral saving account balance. The credit limit reflected my “newness” within the Canadian consumer system, albeit, Equifax is a cross border agencies of reference.

The main issue with this bank is their ineffective policies towards credit card disputes. See my previous review concerning the insurance company, ZipSure for details concerning the basis for this review. BoM has an ineffective and useless online contact email system built into the banks website. There is NO REPLY function at all when contact support and receiving a response. You have to compose a NEW message everytime and if you wish to follow up a response, you have to cut & paste the response from support. This is absolutely idiotic and is probably an attempt to dissuade a customer from following up to a CSR response. Pathetic really. In the US, I bank at Chase, and when using the online website platform, I can easily response to any customer support message and even add attachments such as PDF’s screenshots and scanned documents. I do NOT have to compose a new message every damn time!

In addition, BOM has no option to add attachments to the emails. It is a complete waste of time contacting support through the website and using the internal system. Not too mention, every response you get from support is an identical cut and paste response which deflect responsibility and absolves the bank of any action. It would appear BMO is more concerned with public relations and outreach.
BMO Bank

EMAIL RESPONSE:

Thank you for contacting BMO Bank of Montreal to request a transaction dispute.

For unauthorized transactions where you have previously dealt with the merchant, contact with them is required to notify them of the error and to give them a chance to correct the issue and to get some more information about the reason for the transaction; our dispute claim would be rejected if no contact was made.

We advise you to contact the merchant directly regarding this transaction. If they are unable to assist you, please call our Client Contact Centre.

Please contact us again if you have additional questions. We can be reached through our website or through the Customer Contact Centre at 1-866-418-8154 (TTY) Teletypewriter for the deaf or hard of hearing: 1-866-859-2089 or if you’re outside of North America, please call us collect at 1-514-877-0330.

Raj Joshi
Associate, Credit Card Dispute Resolution, BMO Bank of Montreal.
We’re here to help.

**NOTE: I already stated in numerous emails to BOM I have contacted the merchant and was waiting for the refund/credit which was not pending on the account. The answer you receive makes you proceed in circles: contact merchant then contact BoM…

EMAIL RESPONSE #2:

I can advise that it can take up to 30 days for a merchant refund to be posted to your BMO credit card account. We can initiate a dispute with a merchant on your behalf if the refund has not been posted to your account after 30 days.

As mentioned by my colleague Raj, our dispute claim would be rejected if the request is submitted within this period. For more information on how disputes are processed on your BMO credit card, please call our Disputes team at 1-866-418-8154.

I hope that this information has been helpful with addressing this concern regarding these transactions, Mr. Kiefer.

If you have any questions, please contact us again. Thank you for choosing BMO Bank of Montreal.

Joshua Barrow
Associate, Everyday Banking, BMO Bank of Montreal
We’re here to help.

***NOTE: So after 30 days BOM can charge you interest on the balance since this was purposely NOT resolved in a shorter time frame. In both the US and in Europe, these types of disputes were handled fast and often resolved within 2 weeks or less, some in a matter of a few days as the merchant was quicker at proving the credit/refund. It would appear in comparison, both merchants/companies and banks operate less efficiently and slower in Canada.

In the end, the merchant after numerous emails and persistent efforts on MY PART to expedite this matter, finally provided the REFUND directly to my BOM credit card. BOM for their part did nothing but annoy me with their circular useless robotic email responses and annoying 30 day policies. Times like this I do miss banking in Europe at ABN-AMRO in the Netherlands. Even with the Euro crisis, their customer service from an international client’s perspective is professional.


Incidentally, this review concerns the following business:

Bank of Montreal
470 Montreal Road
Ottawa, ON K1K 0V3
Canada
Phone number (613) 564-6071
Website