BMO Bank of Montreal

I have been with bmo for 5 years. The banking services I received from them have given me a lot of headaches. They themselves don't talk to you directly so you end up talking to 3rd party's. When you call in and want to talk to someone about your concerns they direct you to someone else. All customers need to be able to speak to their bank if you are not able to do that it this becomes really frustrating. I made a payment in cash at the branch and that was also made super difficult. When I tried to do that, they put it under a co-workers name. Why would you put that under someone else's name. That's my money and now it looks like an other person paid for me. They have account managers for all accounts. They can't seem to reach out to you either. Other agents from the company has to contact you thinking the account manager has already got in touch. Communication within the bank doesn't seem functional and it's the same for customers. Providing notices about banking services doesn't happen. Notifying you of your payment deadlines doesn't happen. Additional fees and fines can be added on at anytime with little to no notice, now that they will do without fail. What are customers for than to absorb all the cost right? My recommendation is not use this bank. Terrible service and terrible communication.

On Saturday I came 3.25 and it was already closed. The schedule says till 4 p.m. The same is written on the door. Very disrespectful.

It baffles me that management at this location cant anticipate heavy traffic saturday after Saturday. Continously understaffed with 1 or 2 ridiculously slow moving tellers available. Please value your clients time more.expand hrs and staff. Thank you

Was told to show up to my appointment with ID and proof of income such as a pay stub. Once arrived, I was told I needed more documentation and proof of income. Tell me before the appointment so my time is not wasted. Apparently providing written proof and over a year worth of paystubs and direct deposits is not enough to prove I work consistently? If there is documentation required for these appointments it should be noted before the appointment, not told when it is too late, hindering you from moving forward. Waste of time.

Thank you to Cayden who was a great bank teller. He was careful and made helpful suggestions. I appreciated his ability to listen and solve problems.
I would highly recommend this BMO location at Heritage.

Usually I do not give reviews to banking services because it should be their job to provide good service. With Lawrence Lee, he made me feel very comfortable so that I wasn't afraid to ask questions and advice on what I should do with my money and investments. He's able to talk about other subjects like cars and family to help ease the tension. He's the first banker in the long while that I walked out a bank feeling good and relaxed instead of being stressed out the rest of the day.

I had an appointment with one of the specialist with the name of Sandeep at this branch. He promised that he will consult with his superiors and get back to me for bank interest rates but he didn't contact me. I have called thrice and left messages on his voicemail but he never returned my call whereas his voice message suggests that he will return the call on same day. He never picks his phone, may be he is only one who is running this branch. I tried to contact some other person through phone on this branch as I am working out of the province but it is very complicated. One can land nowhere. What a banking!

Worst service I've ever experienced! Rude front end staff. DECLINES services to people who don't bank with them. Bmo will never have my business after this interaction. Never have I been declined a service before in 4 other provinces!

Taras Kuchma is a terrible, unqualified specialist. He doesn't know basics of Finance, Accounting. I was so surprised to see it. (As I have myself NAIT BBA Finance with Honours, B. Com (Accounting Stream) with Distinctions from MacEwan, I am 100% sure that he doesn't have any business education; shame on BMO). Stay away, save your time and money. Get an educated and experienced one!
P. S.: His 17 yrs of financial experience makes me laugh:). As a "mortgage specialist", he and his wife are sitting at home serving new residents in Canada, mainly post USSR immigrants. Please don't mention about your business experience, go to a Business school, earn CFA, CPA, FRM etc.finance or accounting designations. Don't lie to customers! BMO go NAIT, MacEwan, UofA and hire new smart graduates from all above Business Schools. Hiring this kind of specialists like Taras destroying your reputation and consequently, reducing your revenue. I do understand that 15 years it was difficult to find good specialists in Finance and Accounting, but it's not so difficult today! Call me if want to discuss it privately (you have my name in your system).

The service was exceptionally poor! I do not recommend. I was the only person in line and no teller willing to help

Ashley Brown is simply outstanding! I've been living and working in the US for over 20 years and have managed to do most things online, but there are always extraordinary situations that arise and more so during COVID. Ashley is trustworthy, responsive and wants to find solutions. Her customer service and care always shines through! THANK YOU!

Ried took the time to explain everything thoroughly. He was very friendly and personable and he improved our bank experience:)

Went to this branch this afternoon about closing my account with BMO. Unfortunately I will be no longer with BMO bank since I am a 10 year account owner with BMO, barely had customer service. My last customer service here with Kathy was unforgettable! She was very patient and explained with supportive details to solve my confusions. The waiting time with the phone call was quite long, but it’s nothing related to Kathy’s service quality, beyond this, she made my waiting time worthy!
Definitely to highlight this amazing service in this branch!

Record all calls and make sure you ask for everything in writing with this bank.

I'm currently in the process of moving. Because of this I was debating selling my property or renting it (We had people interested in renting it). So I called BMO to confirm our penalties and any other charges. That way I can compare both options and make an informed decision.

On May 17th, 2021, I had my call with the BMO employee. I was told that my penalties would be 3 month of interest that would approximately total to CAD $1030.56. After considering these amounts, I decided to put my property on the market. I found a buyer and we proceeded with a signed agreement.

Late June 2021, I booked another appointment to make sure they had everything required to proceed with the sale. I was informed that day that my penalties was not $1030.56 but about $6,000.

Luckilly I take notes during my calls. I showed them my notes dated May 17th, 2021 stating that my penalties were going to be approx $1030.56. I also told them that my wife was on the call on May 17th and she'll be able to confirm this amount if they call her.

This morning I received the following email from the branch manager:

"I have reviewed with Blair and she has indicated she followed our standard procedure of providing the quoted prepayment from our software and explaining the prepayment charge is subject to change. "

Since they were so confident I was in the wrong I requested some information from the branch.

I requested the employees notes on the call. These were the following notes taken by BMO.

"looking to move to NB and for new purchase inquiry”. That was it.

I also asked for the recording of our conversation. I was under the impression that since banking was a regulated service, recordings would be required.

I was told by the branch manager that they didn't record any calls at their branch.

Overall BMOs service has been sub-par and professional. I firmly believe that because of the employees incompetence I now have to pay an extra CAD 5,000$.

Think the young guy was named ried the one with the weird hair and glasses was very rude did not have a great time with the fellas at bmo

Be careful when you you need an immediate service from this bank. I deposited 27.50 thousand dollars in this bank as my Demand Draft. The the time when I deposited, a customer care told me they will make sure the funds are available with in on day. Really sorry to say, that they won’t do follow up with the transferring bank to confirm the Deposit. When I contacted the bank, they said they need 9 days.terrible service

Initially called to get an appointment with regards to opening an investment account and the branch manager was very helpful and put me in contact with Andrei. He was extremely professional, very informative and knowledgeable. Had a great conversation and he took the time to understand what is best for me now and in the next 5 years. I look forward to dealing more with this branch.

For Heritage lane branch, Edmonton. It was humiliating! The lady didnot let me even enter the branch! And was asking 5 dollars to give me printed bank statements with stamp which banks do for free! She was not asking me to return back home and get it print myself! Very unprofessional and rude!

Loved the GM Ashley she was very Efficient and called me up right away when she noticed something wasn’t right with my account and saved me HUGE! Thanks again doing a great job:)

One star is too much for this place. I've been unfornately banking with BMO for a very long time and considering that this specific branch knows exactly who my family is, this situation should not have occurred. Everyone by now knows the covid rules, so it's fine if they ask their questions about health and safety but there is no reason to include attitude. Rule number one: don't assume that just because customers aren't in sight, they are deaf. The rude lady at the entrance wasn't going to let three people from the same household that must be present together at the same time because they have limited capacity. If she had waited even a minute, she would have heard me trying to tell her that the clients behind us could go first. Eventually, she allowed us in and then had a very rude attitude the entire time. Instead of treating clients as clients, this branch makes you want to deal with other branches that are further out just to avoid their ignorant and disrespectful staff. The staff were treating us like we were going to steal the contents of OUR safety deposit box. I don't need 3 staff members watching over me like a hawk because I wished to see contents of something that I own. I wish this was the only issue with this branch. Not only do they not even know anything about cheques, they
wouldn't allow family members to do banking on the behalf of family in the hospital regardless if they are joint account owners. Take the time to drive to the Millwoods branch where you are treated respectfully and staff are actually knowledgeable.

Had to wait at front vestibule for covid-19 check that added 1 minute. The teller was efficient and patient.

The branch manager, Ashley Brown is the BEST! She's kind and humble. She will do anything to make costumer like us feel secured and in good hands.

I had appointment with Sophie lu, very rude totally unprofessional she was keep asking unprofessional questions like why you change your adress why you move when you move like total waist of time, I ask for her manager she mention she is chiness and her friend, the manager said I have to bring prove of adress to open my account cause it doesn’t match the registration, lmao! We all know you can have 2 address one fir Busines one for home.and when I mentioned that to her, it did hurt her ego and she said I don’t like yiir attitude as if I’m her employee.what a horrible place
And what a unprofessional people running this place.

Based on my personal experience with this particular branch and BMO in general 1 star is one too many for them.
Staff at this brunch did not know what they were doing and were at the edge between unfriendly and plain rude.
BMO's so-called "mortgage adviser" was a total disaster. How do you call a person who does not provide you all information about the deal you are about to sign on, has no concept of client's information security, does not answer calls when needed and is unable to figure out how to contact a law firm, knowing their name and phone number? Unprofessional? BMO calls them "mortgage advisers".
Perhaps that was just me, but in general it felt like I was treated like a slave by BMO, not like a paying client. I'm taking my business elsewhere at the earliest convenience and DO NOT recommend Bank of Montreal at all.

We've been customers of BMO for over 20 years and have generally been happy with the level of service, although everything has been pretty vanilla to date. This has changed in the last week and has me seriously considering moving my business, mostly just due to lack of response or action. I visited the Heritage Lanes Branch late on a Friday afternoon just before close. Unfortunately there was a rather large, slow moving line as it seemed they figured 2 tellers could manage - they were doing their best but were overwhelmed with volume. Regardless, I wasn't concerned as I had nowhere pressing to be. I deposited a rather large cheque (146k) from my lawyer, in trust, for proceeds from a house sale that had closed that day. The teller warned me there could be an 8 business day hold placed on the funds, but considering my business (5 accounts, line of credit, Mastercard, car loan, our daughter's RESP investments), she would try and call the lawyer's office to verify the funds for me. Unfortunately, due to the time of day, the lawyer's office was closed. She assured me she would leave a note on the file for someone to call on Monday and we could have the funds released in short order. By the following Wednesday, there was still a hold on the funds so I phoned the branch. Of course, nobody actually answers the phones at banks anymore as staffing has been cut so thin there literally is nobody available to do it. I left a very detailed voicemail explaining the situation from the start and my name and number for a call back. Today is now Friday again, going into a long weekend, and this morning the funds were still being held, and I have not received a return call. I phoned the branch again this morning, and yet again left a very detailed message, and my contact info. I also messaged the Contact Us link on the main BMO site explaining the situation and in both cases, I was clear I wasn't very happy with the lack of service. It's now Friday evening, STILL no call back from either voicemail, no return message from the BMO site AND the funds are still being held. Monday is a holiday, so I guess I'll keep my fingers crossed for some sort of action on Tuesday, though I highly doubt it if my experience so far is any measure. With the stat holiday, next Thursday will be 8 business days finally, so just about 2 weeks after the deposit I might have my funds. The absolute lack of service is appalling. If the teller had said right up front, sorry but it's an 8 business day hold and that's that, I might have not been overly pleased, but I'd probably have accepted it. However, telling me something would be actioned on, then not only have it not done, but then to not return any communications from a customer over several days is atrocious. I'm really unclear at this point exactly what purpose you actually serve if you can't be bothered to provide a service to your loyal customers, or any customer for that matter. I'm 300 kms away currently, otherwise I'd be into the branch and speaking with a manager with the intent of moving all of my business. Do banks even care anymore if they lose an everyday Joe customer? It sure doesn't feel that way with the way service has degraded.

The branch manager, Ashley, bent over backwards to match a rate I had received at a different FI. She made it happen and made it happen quickly. I really can't say enough good things about how quickly she responded to my urgency, and her tact and professionalism. BEST SERVICE EVER.

Banks are bad in general! BMO is the worst of them and this branch is the worst BMO has. BMO has such limited hours for those who work a full time job that you cannot attend during the week, ten on Saturdays the hours are limited. Top it off by them being understaffed and incompetent. Not to mention driving half way across Edmonton to find one open on a Saturday.

Been a customer with BMO ever since I landed in Canada, and have always enjoyed banking whichever branch I have visited, everyone has been super respectful and does their job efficiently. This branch almost made me quit my account, I went in for a letter of statement for a goverment purpose which has to be on the letterhead of the bank, and the person I spoke to (Mortaza) first of all when I greeted him and asked him how he was doing, he just nodded and could not even muster a smile, second he straight away rejected and told me the bank does not provide such a letter and provided me with a customer snapshot. I asked him repeatedly if he was sure and he assured that’s the case. Confused and upset, I consulted a friend in the banking industry and I was told banks do provide a letter of statement on bank letterheads, 2 days later I went again and Kathy served me who renewed my faith in the branch, she seemed to know what she was doing and printed out the letter as requested without any hassle. Had I been given the same answer on this visit, I would have just closed the account and transferred my money to TD who had no problems providing me with the letter on my first visit. It’s -27 outside I don’t appreciate that I have to make multiple visits in order to accomplish something I could have done in my first visit. I understand that agents might have bad days, and may not be sure of certain things, that’s why you should ask your superiors and confirm before assuring customers of procedures for the bank you work in. I will try and avoid visiting this branch or at least the person I spoke to initially. The manager of this branch needs to look into training the staff better. It’s scary to think you are provided with wrong information by the institution that has your money, also try and accommodate customer requests with a smile or at least greet them, would go a long way.had I submitted the customer snapshot, it would have impacted my whole life in a negative way. Also Kathy is the only one reason I am giving the extra star because she is one.

Edit: I met with the branch manager after they emailed me about having taken my concerns seriously and I have to say they implemented changes and it was visible, there were two smiling faces that asked me how I was doing and pointed me in the right direction, the new branch manager Ashley is doing a wonderful job and I am assured of that after I had a conversation with her where she explained to me how she resolved the problem i had, to further not let it happen to someone else. It’s good to know someone in an organization that I love genuinely cares about customer concerns, kudos to this branch for realizing their mistake and rectifying it. Hence I am changing my rating from 2 stars to a 5.

Bad Experience with BMO heritage branch Edmonton in new year.
When my daughter and I accompanied my 88 year old mother for banking on January 3, there was a long lineup and my mother needed to use their bathroom. My daughter went with my mother to go to the bathroom and a staff member told them that they didn't have a "public" washroom. They told my mom to go across the street to Tokyo Express to use their bathroom. The weather that day was wet and slippery and posed a safety risk to such seniors. We stressed to tell the staff that my mom was there for banking and not just for the washroom however the staff didn't seem to care at all. We have banked with BMO for almost 20 years, I was never denied by the staff but I asked to speak to their manager and apparently, they were on vacation but she would report to them. During the whole process, none of the staff asked for our names.
I was very disappointed with treatment of customers and lack of humanity, should not be in this business at all.

Recently i went to this bank to deposit money through ATM, i am a bmo customer for last 5 years, somehow atm troubled me, it tool all my deposit and never showed in my account, i went to talk to branch they dnt even consider me as a client, just casual conversation and let me go, at least i expected some solutions from their part, they didnt even think that i lose my money, their machine troubled me, sorry to say pathetic service, at least let me give an opportunity to talk manager, nothing else worst service than other branch, if i legally proceed first i will sue these guys

Pompous, condescending, not helpful and poor service opened my account here 13 years ago switching home branch