BMO Complaint Letter Template (Canada)

Having issues with unexpected fees, billing errors, or service problems with BMO Bank of Montreal? This page provides a structured BMO complaint letter template you can adapt to your situation. Generate a customized version with the free Dispute Letter Generator.

If your issue is not resolved after using this letter, you may be able to escalate your complaint to the Ombudsman for Banking Services and Investments (OBSI), after first giving BMO a chance to respond through their internal complaint process.

Generate Your BMO Complaint Letter

When to Use This BMO Complaint Letter

  • Incorrect or unexpected fees on your BMO account
  • Disputes over BMO credit card charges or interest calculations
  • Mortgage payment processing errors or rate disputes
  • BMO Rewards points not credited or redeemed incorrectly
  • Unauthorized transactions or account activity
  • BMO InvestorLine account issues or trading errors
  • Service quality problems with BMO branches or online banking
  • Line of credit, loan, or HELOC disputes

For a broader overview of available templates, see the Dispute Letter Templates hub or the general Bank Fee Dispute Letter template.

BMO Complaint Letter Example

You can copy and adapt this example for your BMO dispute, or use it as a starting point in the generator.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Email Address]
[Phone Number]

[Date]

BMO Bank of Montreal
Customer Contact Centre
P.O. Box 150, Station A
Toronto, ON M5W 1E2

Re: Complaint – BMO Account [Account Number]

Dear BMO Customer Service,

I am writing to formally dispute certain charges/issues on my BMO account [account number]. I am a customer in [province].

The following issue(s) require your attention:

- Date: [date], Amount: $[amount], Description: [description of the fee or issue]
- Date: [date], Amount: $[amount], Description: [description of the fee or issue]

On [date], I contacted BMO customer service by [phone/in-branch/online banking/BMO app] to discuss this matter, but the issue remains unresolved. Based on my understanding of my account terms:

- [Brief explanation of why the charges are incorrect or why you believe the issue should be resolved in your favour.]

In light of this, I request that you:

1. Review my account and transaction history for the period in question; and
2. Reverse the disputed charges in the total amount of $[total disputed amount], or provide a clear written explanation of why they are valid.

Please confirm the outcome of your review in writing within 14 business days. If we are unable to resolve this matter directly, I understand that I may refer the dispute to the Ombudsman for Banking Services and Investments (OBSI).

I have attached copies of relevant statements and correspondence for your reference.

Thank you for your attention to this matter.

Sincerely,

[Your Name]

How to Escalate a BMO Complaint

Step 1: Contact BMO Directly

Start by contacting BMO customer service through their website, BMO app, by phone, or in-branch. Document the date, time, and what was discussed. Keep reference numbers for all interactions.

Step 2: Send a Written Complaint

If initial contact doesn't resolve your issue, send a formal written complaint using the template above. This creates a paper trail and often receives more attention.

Step 3: Escalate to BMO Customer Complaint Appeal Office

If standard customer service can't help, escalate your complaint to BMO's Customer Complaint Appeal Office. They have more authority to resolve complex issues.

Step 4: Contact BMO Ombudsman

If your complaint is not resolved by the Customer Complaint Appeal Office, you can escalate to BMO's internal Ombudsman. They provide an independent internal review within the bank.

Step 5: File with OBSI

If BMO hasn't resolved your complaint after 90 days, or if you receive a final response you disagree with, you can file a complaint with the Ombudsman for Banking Services and Investments (OBSI). OBSI is a free, independent dispute resolution service for banking and investment complaints in Canada. Visit obsi.ca to file online.

Step 6: FCAC (for Regulatory Issues)

The Financial Consumer Agency of Canada (FCAC) regulates banks and ensures they comply with consumer protection measures. While FCAC doesn't resolve individual disputes, you can file a complaint about potential regulatory violations.

Your Rights as a BMO Customer

As a BMO customer, you are protected by federal banking regulations and BMO's obligations under the Bank Act. Banks must:

  • Provide clear disclosure of fees and account terms
  • Have an internal complaint handling process
  • Respond to complaints within specific timeframes
  • Provide you with information about external dispute resolution (OBSI)
  • Not charge fees without proper disclosure

This information is general in nature and does not constitute legal advice.

Common BMO Complaint Issues

  • Monthly account fees: Unexpected fees on Performance, Plus, or Premium account types
  • Credit card charges: Disputed transactions, annual fees, or interest calculation errors
  • BMO Rewards: Points not credited, expired, or redeemed incorrectly
  • Mortgage issues: Payment processing errors, rate discrepancies, or prepayment penalties
  • NSF and overdraft fees: Fees charged despite having funds or overdraft protection
  • BMO InvestorLine problems: Trading errors, fee disclosures, or account transfers
  • Foreign exchange fees: Unexpected currency conversion charges
  • Line of credit disputes: Rate changes or limit reductions
Generate Your BMO Complaint Letter

Related Letter Templates

This tool provides general information and document templates, not legal advice. BMO Bank of Montreal is a registered trademark of Bank of Montreal. DisputeLetter.ca is not affiliated with BMO.