Dealing
with the Bank of Montreal
Cardholders
Purchasing
Card Coordinators
Lost
or Stolen Cards
Disputed
Items
Change
of Address – Cardholders
Demagnetized
Cards
9.0
Dealing with the Bank of Montreal
Cardholders
A cardholder is to immediately
contact the Bank of Montreal's Emergency Services (24 hour a day, 7 days a week)
if their card is lost or stolen or if they are having difficulties making a
charge at the point of sale:
In Canada & USA:
1 800-361-3361 (or 1 888-267-7834)
Elsewhere: Call Collect 416-232-8020
Cardholders are also to
contact their purchasing card coordinators immediately after calling the bank
to report their cards lost or stolen, and to report issues or problems involving
the acceptability of the purchasing card by merchants or merchants charging
surcharges for accepting the purchasing card for payment.
Purchasing
Card Coordinators
The Purchasing card coordinator
is the ministry contact with the Bank of Montreal. Purchasing card coordinators
can first contact the Government Card Coordinator for routine maters dealing
with BMO details Online and government related issues. For issues dealing with:
- disputed charges on statements;
- cancelling cards;
- settling discrepancies
in account balances, and
- merchants charging surcharges
for accepting the purchasing card for payment.
Purchasing card coordinators
should contact the Bank of Montreal Client Services (Monday through Friday 8:00
to 17:00 Pacific time):
Corporate Client Services:
1 800 844-6445 or 1 888-267-7834 Extension 2755 or 2758
The Bank of Montreal has
dedicated representatives for dealing with the Province and can be reached at
the extensions above. (Their direct line is 416-232-0904)
For Emergency Services (24
hours a day, 7 days a week)
Emergency Services:
1 800-361-3361 or Collect 416-232-8020
Lost
or Stolen Cards
If cards are lost or stolen,
cardholders must immediately call the Bank of Montreal's Emergency Services
at:
In Canada & U.S.A:
1 800-361-3361 (or 1 888-267-7834)
Elsewhere: Call Collect 416-232-8020
Cardholders are also to
contact their purchasing card coordinators immediately after calling the bank
to report their cards lost or stolen. Purchasing card coordinators are to immediately
change the cardholder's account status to "Closed" in BMO details Online. Replacement cards will be sent to the cardholder.
Disputed
Items
Disputes as a result of
errors in additions, multiple posting, altered amounts, credit posted as debits,
etc., should be raised directly with the Bank of Montreal's Client Services
(1 888-267-7834 extension 2755 or 2758) or the Customer Service Center (1 800-361-3361).
The cardholder's account will immediately be credited with the disputed amount
and an investigation will be initiated. Depending on the type of dispute, a
letter may be sent to the cardholder for confirmation and signature. The outcome
of the investigation will determine if the disputed amount should be posted
back to the account. As a general rule, the bank can charge back transactions
that are within 100 days from date of posting. Therefore, any discrepancies
on the statement should be reported within 30 days of statement receipt.
For issues concerning lack
of receipt/charge slip or quality of goods, cardholders should begin by dealing
directly with the merchant to attempt resolution. However, if agreement cannot
be reached, the cardholder has the right to contact the Bank of Montreal and
charge back for lack of receipt if reported within 30 days of statement cut-off.
When a dispute letter is returned to the Bank of Montreal, a request is made
to the merchant to provide proof of the purchase, including a signed sales slip
or confirmation of delivery of goods if the transaction was conducted by telephone
or electronically. The merchant has 30 days from receipt of request to provide
proof. If the merchant provides proof of purchase to the Bank of Montreal, the
initial charge (which was credited when the dispute was raised by the cardholder)
will be re-posted to the card and the supporting documentation will be sent
to the cardholder. Depending on the response of the merchant, the entire process
may take up to six weeks.
The cardholders can deal
with the Bank of Montreal directly or ask for assistance from purchasing card
coordinator. In either case, the purchasing card coordinator should be informed
and kept up to date on the progress and final resolution.
Change
of Address – Cardholders and Report Recipients
All changes to cardholders
account will be made by the purchasing card coordinator directly using BMO details Online.
Demagnetized
Cards
When a card loses its capability
to be "swiped" (becomes demagnetized), the cardholder should inform
his or her card coordinator to have a replacement card issued. When merchants
enter the demagnetized card number manually, all the electronic controls on
the card still operate. However, these cards should be replaced out of courtesy
to the merchant and to save the cardholder time at the point of sale.
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