Purchase Card Manual: Dealing with the Bank of Montreal
- Ministry Card Coordinators
- Lost or Stolen Cards
- Disputed Items
- Change of Address – Cardholders
- Demagnetized Cards
A cardholder is to immediately contact the Bank of Montreal's (BMO) 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 ministry 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 card by merchants or merchants charging surcharges for accepting the card for payment.
The ministry card coordinator is the ministry contact with the BMO card coordinators can first contact the government card coordinator for routine maters dealing with Spend Dynamics 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 purchase card for payment.
Ministry card coordinators should contact the BMO 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 BMO 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
If cards are lost or stolen, cardholders must immediately call the BMO 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 ministry card coordinators immediately after calling the bank to report their cards lost or stolen. Card coordinators are to immediately change the cardholder's account status to "Closed" in Spend Dynamics. Replacement cards will be sent to the cardholder.
Disputes as a result of errors in additions, multiple posting, altered amounts, credit posted as debits, etc., should be raised directly with the BMO 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 BMO 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 BMO, 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 BMO directly or ask for assistance from ministry card coordinator. In either case, the ministry card coordinator should be informed and kept up to date on the progress and final resolution.
All changes to cardholders account will be made by the ministry card coordinator directly using Spend Dynamics.
When a card loses its capability to be "swiped" (becomes demagnetized), the cardholder should inform his or her ministry 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.