Posted by Anonymous
I recently moved and logged into my BMO MasterCard account and updated my address. A few days later, I went to view my statement and had a notice that my account had been locked due to fraud. I called in and found out that it was due to my having changed my address online and that they had called my OLD phone numbers. I spent over 40 minutes with their fraud tech, quickly reciting my past 3 addresses, my last payment to the penny and most recent purchase. I've had my card for over 15 years and was not able to tell him the exact year that I got it. As such he FAILED to authenticate me. He said that I needed to show 2 pieces of ID at a local branch and all would be well. Not the case AT ALL. Another 45 minutes with the teller who was unable to unlock my account. She told me that it would be a "quick" phone call as they have a direct line. Waited another eternity while she talked to them and then the fraud department had to call her back on their "must answer" line. Finally have my card unlocked and will now likely cancel for this horrendous service! All of this could have been prevented with a simple e-mail follow up from BMO asking if I actually changed my address. Home Depot, Netflix and Spotify are all able to do this, but BMO instead chooses to seriously inconvenience their clients!