The Consumer Complaints Blog

Fighting the trained monkey in modern society.

August 7, 2012


Filed under: Financial — Editor @ 8:01 pm

My name is Bobby, for the last two years I have been going through a nightmarish ordeal with BMO, Bank of Montreal. I am tired of feeling voiceless. Recently, I came across your blog and I would like to submit my story, hope it helps serve as a warning for all those who might be considering getting a credit card with BMO.

August 27th, 2010 I get the offer letter for teaching overseas, overjoyed at the opportunity to travel and teach I quickly begin my preparations. One of my first calls, to my banks, of course! I call BMO and speak with a female representative who, during a 30 minute call, puts me on hold over 7 times. My request had been simple; I am leaving for South, Korea, please put a $500 cap on the amount available as I do NOT plan on using my master card, unless it’s an absolute emergency. At the end of the call, I am reassured that the $500 cap has been placed, and that my accounts have been updated to include my Korean location and contact information.

Summer of 2011 comes by and my parents in Canada get a phone call from BMO saying I owe $725.00. My parents call me to let me know what’s going on, needless to say I was shocked to hear I had such a charge on a card I hadn’t used while living in Korea. So, I bite the bullet and make an international phone call to BMO to find out what’s going on, 45 minutes later, I’m finally transferred to the right department and I quickly realize it’s a fraudulent charge for some company based in London, England. The representative I speak to informs me the $500 cap had never been placed and there were no notes on my account informing BMO I had moved to Korea. She reassures me that she has done all of the above and will escalate to the fraud department.

Weeks go by, no word. I call again, next representative transfers me to the emergency services, who transfer me to accounts management, who transfer me to the fraud department. Fraud department informs me that they will begin an investigation but they need me to sign and send in fraud charge claims forms. They set a date by when I ought to receive the paperwork, a month after their set date, still no word from BMO. Needless to say, this back and forth went on for a while. Till finally in January of 2012 my parents in Canada get a call from BMO to let me know my accounts are being sent to collections unless I make a minimum payment. I make the payment and ask them to send the paperwork to my family in Canada who will forward it through to me. January 7th, I am told by a supervisor at BMO that the paperwork was in the mail and I would receive it in 5 days, February 7th 2012, I call back, still no papers! February, 15th I finally get the claims papers and fax them back so they can be escalated to the accounts management department. I speak with a representative in the accounts management department who informs me that the accounts have been placed on hold and an investigation has begun.

March 5 th, 2012, I return to Canada and call BMO to find out what’s going on with my accounts. The representative I speak with frankly says he does not know, though he reassures me that my paperwork has been received and that I need to call back again in two weeks. I inform him that my accounts have been frozen and I do not have access to my BMO information anymore. I ask him if a payment needs to be made and he says, “no, the account is on hold, which is why you can’t get access to it, once the investigation is complete BMO will be in touch”. March 23rd, I call back again to find out what’s going on and the next representative I speak with informs me that everything has been cleared up, my account will be credited the amount within 24-48 hours, and that I do not need to make a minimum payment since I am in the clear. Tuesday March 26th, 2012 I get a call from the collections agency, I need to make a payment, I’m 3 months late on my BMO payment and my credit rating has taken a major hit.

Three hours on the phone with BMO, and at the end all I’m told is; no one is sure why it’s taken the fraud department so long to open a file for me after receiving the paperwork, no one is sure why the collections agency was not informed about the investigation, and no one is sure why I was told I did not need to make a minimum payment. So, two years, countless international and local phone calls, piles of paperwork, and false reassurances from uninformed representatives later, I still don’t have an answer. And, I am now dealing with collections agencies, I am tired of being transferred from department to department, I’m tired of having had to tell my story over and over to 30+ representative since this all began and I am tired of no one caring enough to follow through on this situation. I just want someone to take responsibility instead of continually passing the buck. I want someone to care!

This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.


Filed under: Technology/Computer — Editor @ 7:59 pm

I ordered a Hewlett-Packard Pavilion dv8 Notebook Computer by phone after shopping their online site. After 3 days the cooling fan went out, the keyboard melted, and other issues affected the computer. I called their customer service line and was sent through several useless steps to try to repair it (they obviously had no idea what they were doing and were reading from a check sheet). I sent the computer in for repair and the day after I got it back a key popped off the keyboard and the internet card stopped working.

After calling customer service and having them try to have me erase the hard drive, I called corporate headquarters in California and was sent to a case manager who told me this model computer has had no problems other than mine. I told him that the internet is full of complaints from other users and he said he knew nothing about that. I asked for a replacement for this lemon and was told that I needed to send it in for repairs and if anything else went wrong they would replace it.

It worked for a while and now the cooling fan went out, the wireless card turns off and on on its own, and a key popped off the keyboard. After once again being frustrated by customer service I asked for the Case Manager line. I was told that they had NO RECORDS of me sending my computer in for repair and would have to prove to them that I had. I found an old email confirming repair from HP and called the case manager back. He said it doesn’t matter that the repairs had been done and it doesn’t matter that I had proof they would not replace the computer.

Now angry with his lying I called corporate headquarters again. I was sent to an Executive Case Manager who miraculously was now able to see all of the repairs that were done and he sent that info in an email to the case managers and had me call them again. After discussing the situation with yet another case manager I was told that they will not stand by the previous case manager’s word and my only option is to get it repaired for the multiple issues once again.

My advice, buy from a company who views their customers as more than gullible sheep. Hewlett Packard lost 44% in profits last quarter for reasons like this. I will do everything in my power to make sure next quarter does the same. This was my 4th HP product that I bought and because their lies it is the last.

This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

April 1, 2012


Filed under: Service Based — Editor @ 11:12 pm

My Rogers 3 year contract will be up in May of 2012 and both my phones are still working fine and I have no need to update to new ones. I called Rogers retention department and asked how much my bill would be reduced because the phones original cost had been amortized of the 3 year term, their answer was my bill would not change. When I pushed the agent on the costs of the phones no longer being a part of the monthly bill he told me they Rogers do not amortize the cost of the phone in the monthly bill. This response shocked me and I went on to ask if the phone price is not amortized as part of the monthly bill and I didn’t pay for them in full how where they paid for? His answer was to say the least total BS because he tried to convince me the phones are paid for up front, not amortized but he couldn’t explain how that is covered in my monthly bill. His comment made no sense because we all know that if you want out of your contract before the term ends Rogers charges a hefty cancellation fee that they clearly admit is to pay for the total cost of the phones the gave you in order to get you into a 3 year contract, that means the phones are amortized over the term of the contract.

I went on to ask what would I save if I decided to buy my next phone for cash up front and not sign a new 3 year contract? I was told I wouldn’t save anything and in fact if I don’t sign a new contract and get a new phone my monthly bill would probably go up because I wouldn’t be eligible for many of the special discounts contract customers can apply for. In my opinion this is just plain criminal because I have paid in full for my phone and if I don’t sign a new contract or need a new phone I’m paying for something I haven’t received by default.

I’m no lawyer and it’s just my opinion but it would seem to me this must be against the law and I would be very interest to know if anyone has challenge this intimidating way Rogers tries to force customers to renew their contracts.

This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Clear Wire

Filed under: Service Based — Editor @ 11:11 pm

ALERT: Do not do business with this bunch. This complaint has two messages. #1 and most distressing is CLEAR WIRE is like all other cyber-related businesses. Their customer service representative will speak with a thick accent and you will probably not understand what you hear. After two or three conversations with these people, you will know not to trust them either. Confirmation #’s you recieve during your business discussions with them are worthless. Their representatives names are bogus usually using an “All-American” name such as “Jim”, “Jerry”, “Tracy” or some other familiar sounding name to assure you initial confidence. They are obviously unsupervised and follow some COMPANY “Canned program” to settle your problem. Worthless to say the least. #2 They hide behind their own inability to communicate to avoid definate commitments to your needs. As said before their confirmation #’s for account settlements are worthless and their practice of billing and drafting bank accounts for payments are not affected by a properly managed customer cancelation of an account. They will continue to draft an a closed account. Closing the account is the only way a consumer can pick these leaches off their back. It sucks to think a former high officer of AOL owns this abortion and promotes these practices to run his business. DO NOT USE THEM or TRUST THEIR BUSINESS PRACTICES. You will not like the outcome.

This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

Dell Computers

Filed under: Technology/Computer — Editor @ 11:10 pm

I have a $3000+, 4.5 year old laptop (bought Aug/Sept 2007; XPS M1330-
The motherboard has been replaced 3 times, and needs to be replaced again.

When I purchased the unit, I did it over the phone. The sales rep
accidentally gave me a 3 year security system subscription instead of
a 3 year warranty. They issued me a refund for the security system
because rebuilding the unit would have meant delay. I asked for
confirmation about the warranty since I suspected she accidentally
gave me the security system in place of the warranty. She said, ‘yes
yes yes, that’s all there, don’t worry.’ When I got the invoice, I
checked and the 3 year warranty wasn’t there. She wouldn’t give me the
warranty, her supervisor wouldn’t give me the warranty. Customer
service FINALLY did, but I suspect because I was still within my
timeframe to return the whole unit if they didn’t.

Now for more problems. So I had an extended 3 year warranty. My
motherboard failed on the unit. The first motherboard replacement
occurred Aug-11-2008 (almost exactly a year from the date of
purchase). No problems – have the warranty. The next motherboard
replacement was Nov-2009, and I talked to a rep and got a name,
dispatch and case numbers. Still had the warranty, so no problems, but
I was concerned about what happens when my warranty expires – this is
obviously a faulty unit or model, who’s going to deal with it? This
rep told me on this occasion that if my warranty were to expire and
this happened again, that the motherboard would be replaced at no
charge because it was an ongoing issue with my unit. He specified that
other issues wouldn’t be covered, but motherboard issues would because
it was ongoing. So fast forward to now (Feb 2012). My warranty has
expired (as of Aug 2011), and now my motherboard needs to be replaced

I talked to 7 people in two hours, each one trying to usher me to
warranty repairs (where they just tell you how much it’ll be to fix
the unit) against my wishes. One customer service rep blatantly
refused my request to talk to a supervisor, put me on hold for 5
minutes, then transferred me to warranty repairs against my request
anyway. The most helpful technical support rep told me she would be
upset too, but that there was nothing she could do even though a
customer service rep (with all information) had told me otherwise AND
that the issue was ONGOING/the unit was faulty. Not only that,
technical support also told me that there was no one with that
dispatch number, or name, and that the rep I talked to in 2009 gave me
wrong information, and that they would not honour the repair. They
denied the unit was faulty even though the motherboard needed
replacing at only a year old. Then they sent me to warranty repair,
where they told me they’d give me a discount of $400 (from $500), for
me to pay for a new motherboard for my unit. The unit is faulty, and
they gave me wrong information or simply lied, and will not honour
their product or their own customer
service. I told them they were out of their minds if they expected 1.
for me to pay to have my motherboard replaced AGAIN, only for it to
last about a year before needing yet another replacement and 2. for me
to spend another dime on anything Dell after I was guaranteed by THEIR
customer service that THIS EXACT THING would NOT happen to me. My $500
is much better spent on another brand of computer that will not have
this issue, or at the very least have superior customer service from a
brand that stands behind their product (and service, for that matter).

I am 27 years old, and will never so much as buy a mouse from Dell
ever again. Neither will I let family or friends (or anyone else for
that matter) purchase from them without hearing my story first.

This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.

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