Ottawa woman warned BMO of suspected bank fraud, still lost $15k

Carole Lemay says $15,000 was stolen from her BMO account while she was at a local branch to report concerns that her account was compromised. BMO has said she failed to safeguard her banking information. Carole Lemay first opened an account with the Bank of Montreal when she was in her early twenties.

"We met with the assistant manager and she said, 'Don't worry, your money is all there. You're safe.' So we came back home and I get into my computer and there's no more money." Because of that, BMO essentially told Lemay that she must not have safeguarded her account, which, under the terms of her banking agreement, lays the blame at her feet.Lemay remains adamant that she never once shared her password, PIN or any one-time passcodes with anyone. Not even her husband."I actually had to look it up because they were weird letters and symbols that meant nothing."

"It suggests to me that there's something critical happening within BMO. Perhaps there's a technology that's not working how BMO would have intended, perhaps customer education is not happening as extensively as it shouldIafolla says she has been busy with consumer issues from people who have been victimized by bank fraud.

"You need some sort of stop in the system so that if someone accidentally sends money to the wrong person or if someone is abusing someone else's account, there is a pause or a break so that people can say 'wait a minute, hold on, what's happening'?" We have also requested data from BMO that shows the number of reported fraudulent activity through the bank's Global Money Transfer feature but BMO did not provide that information.

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