BMO Bank of Montreal

I had called in on Friday August 28th to schedule an appointment to open a business savings account. When I arrived at the appointment scheduled for 2pm, the person that was supposed to help me (named Sarah) was over 15 minutes late being on her lunch break and once she arrived, she had forgot about the details of the account I wanted to open therefore not being able to help me on that day and further scheduling another appointment for 2pm on Monday. I arrive on 2pm on Monday (keep in mind that each time I am leaving my business in order to make it to the appointment). Again this lady is over 15 minutes late again due to being on lunch. when she arrives she doesn't acknowledge me and is helping another customer even though it is during my appointment time. Overall I have had a terrible experience with this franchise as I was treated very unprofessionally as a customer.

Visited this branch recently and received one of the worst customer service possible. Not only the teller was rude and impatient, she gave me incorrect information. 1. Asked for my business account manager phone number. She gave me the following number (416) 743-55**. After trying this number for a day and a half and not being able to connect with any one, I had to call BMO's customer service line to be told that the number the teller had provided was the branch number and no one would answer that. My account manager's phone number was a completely different number. 2. Asked for her help resetting my online banking password. She gave me a temporary password on a piece of paper and said all letters are lowercase. However, the first letter she had written down was capital. So I asked her again, if all letters were lower case? and she said don't you understand? I have already said it is all lower case. I pointed to the piece of paper with the first letter being capital. Came home and tried the password. Did not work and the system promoted me to call yet another number which I did and it turned out that the teller had not promoted reset password and the password she gave me which had only 7 digits was wrong as temporary password issued by BMO are 8 digits. 3. Asked her for a print out of my statements for tax purposes. She said that is not her responsibility and I have to reach out to the account manager. When I reached out to the account manager, I was told this was a simple print out for the teller at the branch. So after waiting in the line outside for 20 minutes and having to deal with a very rude person, not only I did not receive a proper solution, I had to come back home and make few different phone calls to resolve my problems. Truly one of the worst banking customer services I have ever received. This teller should definitely be retrained not only in her understanding of BMO's banking products and services but also in basic elements of providing a good customer service.

I now understand why this branch is rated so low. I had a serious concern with a product on our account. After a few days of back and forth, when I was at the branch again, the Branch Manager confirmed and demonstrated that she had completely misunderstood the nature of my request, and rather than apologizing for her lack of understanding of the situation, she flipped it back on me, showing me her written notes and faulting me for the problem - I mean, she can write whatever she wants, but if her understanding is flawed to begin with, how can she be of assistance? With a bank full of customers and her staff, this lady sets a poor example at representing BMO as a manager. Just really sad to see someone in her position as the leader of the branch who couldn't demonstrate enough cognitive understanding of problem nor the banks policies, and also her poor handling of the situation. An extremely poor representative of the bank, especially as a manager.

I had some good experience with BMO before but not this branch. I currently have a student account with no fees, and I was not made aware of a renewal period when I signed up. In the beginning of the pandemic the account started charging fees without providing me with an explanation. I was at My university at the time and the branch that is in walking distance was closed so I was unable to go to another branch because I did not feel safe taking public transportation. When I finally returned home to this branch, the receptionist was very rude and refuse to refund the fees despite the fact that I had emailed and called multiple branches and the general line with no response. She also made a big fuss about how it’s my responsibility to come in simply because the branch she worked in was open. I expected more understanding in the middle of a pandemic but I was disappointed. I let the incident go and intend to set up a meeting with an advisor to open a TFSA. I received multiple reminder and on the day of the advisor never called me. She then emailed me back two days later to let me know she was sick and so I understood and reschedule. This time was also a no show with no explanation or call back whatsoever. Overall, the staff at this branch had been rude, unprofessional and wasted my time. I strongly recommend a different bank or another branch.

Terrible customer service with tellers who are not helpful, can't speak fluently, and blame the customer. I asked to withdrawal money from my account and she created a bank draft. I said I asked to make a withdrawal from my chequing account and she said this is the only way to take money out. If I wanted cash I needed to wait 10 days. I told her it doesn't make sense for me to wait 10 days when I can go to the ATM and grab it in 2 days even with their covid policy. To this she laughed and said no, it makes total sense, and said I can come again in 10 days.

Excellent service, just exceeded all possible expectations! Very professional and easy to deal with in-bank service. Highly recommend BMO!

The only reason this location is getting 2 instead of 1 stars, is because of the manager that put my request through after I had to get vocal. Lilia gives me a hard time each time I have to come to this branch, which isn't often because I actively avoid having to come to this location. Think about this a moment, I go out of my way to attend another branch and only go to this one when absolutely necessary. Lilia, if you read this, understand that because you don't know what a printable eCheque is, doesn't make it invalid. You should train yourself to not talk over and down to customers. You are not helpful and absolutely should work on this, seeing that you are in CSR role.

What ever happened to respecting ones time? I'm posting this while sitting in the branch, solidly after an appointment I had scheduled. If I was being helped/guided, this review would not be getting posted. I should mention that every other major branch would allow me to conduct these transactions either over the phone or online in order to avoid this specific wait. Google should really have zero stars for this type of thing.