BMO Bank of Montreal

My wife had several appointments set up with Desmond about a fraud that happened on her account. He scheduled 2 phone calls with her and didn’t bother to answer either. The incompetence and lack of basic communication is truly astonishing. No apology email was ever sent.

We then met with the branch manager who guaranteed she would “personally follow up with us” the next day. To no one’s, surprise she did not follow up.

When dealing with a highly stressful situation like a fraud you would think there would be some sort of basic competence at the customer service level. I can assure you this branch and BMO as a whole are horrible company whom we will never deal with in the future.

Awful experience today with the Branch Manager Jeff Leong who was a teller when I entered the branch. They must be short staff as there was no one else there at the time.
His answer to my question was generic and I was told that that is their policy and nothing can be done about it. He didn't once look into my profile. I told him I do business with other major banks for years now and don't have this issue with them.
I was turned off and said that I will be closing my account and mastercard World Elite card and that it is is not a big loss for me, to which he replied, that it was no big loss for him either. Wow. Customer service is definitely not what it use to be. I called to escalate this matter so that BMO knows what kind of manager they have managing their West Springs Branch.
The representative I spoke with at the resolution complaint line acknowledged that 98% of my mastercard spending is at big box store - major retailer >30K annually on average). As a result of this experience today, I will be opening another mastercard with another bank. I always stayed loyal to BMO but not after today's experience.

I’ve gone to this branch the last couple times, due to its proximity to my house. I have gotten Shazia both times and she’s wonderful. Helpful, pleasant, friendly and always smiling. Highly recommend this branch.

Staff is very friendly, but they have made more than one mistake in dealing with me, which suggests the staff is not trained well enough. They can handle the simple stuff without issues, but they have messed up most things that are slightly complicated. I need a high level of competence from my financial service providers.

Always friendly and attentive! I never wait long to see a teller. I love coming to this location.

Very friendly people. My kids love to go there because they give them each an iPad while I'm doing banking. The staff is very friendly.