BMO Credit Card FAQsB M O Credit Cards frequently asked questions

You can activate your credit card in one of the following ways:

Visit bmo.com/activate. Have your new 16-digit credit card number handy and you'll be ready to use it in minutes!

You can also use the BMO Mobile Banking app by logging in, choosing Manage cards from the More menu, tapping Activate my card and following the on-screen prompts.

You’ll need to activate each card separately to use them.

As the primary cardholder, activate your card first by visiting bmo.com/activate. Have your new 16-digit credit card number handy and you'll be ready to use it in minutes!

You can also use the BMO Mobile Banking app by logging in, choosing Manage cards from the More menu, tapping Activate my card and following the on-screen prompts.

Destroy your old card and start using your replacement card. You can cut up your old card with scissors or a shredder designed to handle plastic. Make sure to cut through the chip on the front of the card.

1. Sign in to BMO Online Banking using your BMO debit or credit card number (or follow the simple steps to register your card).

2. Select your credit card account.

Yes, you can make purchases with your phone with one easy tap. Simply add your BMO credit or debit card to Apple Pay or Android Pay, depending on what mobile device you have.

To add an additional cardholder to a BMO Credit Card account, the primary cardholder may sign into BMO Online Banking and submit a request to add an authorized user with the secure form provided.

To add an additional cardholder to your BMO Prepaid Travel Mastercard account, please visit your nearest BMO branch to complete the request.

Get cash advances at any BMO Bank of Montreal branch or at more than 1 million Automated Teller Machines (ATMs) worldwide^{, footnote 24}

For credit cards, report it right away by following a few simple steps.

• Sign in to Online Banking and go to My Accounts.
• Select the card that’s lost or stolen.
• Choose Manage card from the list of options and follow the instructions.

You can also quickly and easily report your card as stolen through Mobile Banking.

For debit cards, call us immediately at 1-800-361-3361.

Learn More

You can change your credit card PIN at any BMO Bank of Montreal^® ATM. We recommend that you choose a PIN that cannot be easily guessed by others. You should change your PIN periodically for extra security.

If you have forgotten your PIN, please call us at 1-800-263-2263 or visit your local BMO branch.

BMO Credit Card Alerts makes it easy to keep track of your credit card account activity and to monitor your account for suspicious transactions.

BMO Credit Card Alerts are delivered to you through email or text message.

Minimum Payment Due

Receive an alert, based on your preference, 1 to 10 days before your minimum payment is due if you have a balance owing, or if you have not made your minimum payment yet.

Posted Payment

Receive an alert when a payment is posted on your account.

Approaching Credit Limit

Set an amount below your credit limit and receive an alert any time your available credit approaches this threshold.

Authorized Transaction

Receive an alert when a transaction is made for a specific threshold amount. (e.g. I want to receive an alert anytime a purchase over $75 is made on my BMO credit card)

Security Alerts

Get notified of any suspicious activity on your Credit Card account, and either verify the transaction or immediately report it as fraudulent.

It’s easy. Simply sign into BMO Online Banking using your BMO debit card or credit card. Click the “My Alerts” link under the “My Profile & eDocuments tab”.

• In “My Alerts” select “Alert Preferences” to choose your alert delivery method (i.e. email, text or both).
• On the same screen you may also configure your alert settings such as a “do not disturb” window, language or to temporarily suspend your alerts. Once completed you can return to the “My Alerts” page and select the alerts you wish to enable.
• In “My Alerts”, select the alerts, threshold and delivery method for the alerts you wish to receive.

Once you have set-up your preferences you can change them at any time.

BMO credit card alerts is a complimentary service for our valued customers. Refer to your wireless service plan to determine if any charges from your mobile carrier apply when receiving text messages.

Sign into BMO Online Banking using your BMO credit card. Click the “My Alerts” link under the “My Profile & eDocuments tab” and simply update your new contact details.

Yes. BMO will never send your entire account number, password or any other personal identification information in an alert message. And we will never ask you to send or provide us with personal information such as your address, account number or password by text message, email or prerecorded/artificial voice call. If you receive an alert asking for personal information that appears to be from BMO, please do not respond and instead contact us immediately.

Alert type changes will take effect immediately. If you make changes to your mobile phone number, you’ll need to reply “YES” to the verification text message BMO sends shortly after the update.

First, be sure to confirm your alert preferences in Online Banking. If you’re still not getting your alerts, try doing the following:

• Confirm that all your contact method information is accurate. If you’re selected email, make sure the alerts aren’t going to your junk mail folder.
• Ensure that your alerts have not been “turned off” or “suspended” in your Manage Preferences page.
• If the contact method is SMS/ text, ensure your mobile device is capable of receiving text messages and the settings on your device are set appropriately.

If you’re still having trouble receiving alerts, you can always contact us and we’ll be happy to help.

Protect your BMO credit card with additional insurance and get comprehensive coverage for your card payments in case of unexpected events such as job loss, total disability or death. With BMO Credit Card Balance Protection Enhanced Insurance¹ you can expect:

• An easy application
  • There’s no medical exam or health questionnaire needed.
• Coverage during trying times
  • Help protect the balance and monthly payments on your BMO credit card, up to a maximum of $20,000

Details

¹BMO Credit Card Balance Protection Enhanced is underwritten by American Bankers Insurance Company of Florida (ABIC) and American Bankers Life Assurance Company of Florida (ABLAC) under group master policy numbers 1020BPE and 1020BPEL. ABIC and ABLAC, their subsidiaries, and affiliates carry on business in Canada under the trade name of Assurant^®. For questions related to the insurers, you may contact Assurant at 1 800 268-5962 or visit www.assurant.ca.
^®Assurant is a registered trademark of Assurant, Inc.

If you are the primary cardholder, you may request an increase or decrease to the credit limit on your BMO credit card, follow these steps:

1. Sign in to BMO Online Banking.

2. Select your credit card account.

3. Follow the prompts from the top toolbar option "Credit Limit Change"

What is a credit limit?

Your credit limit is the maximum amount you can charge to your credit card. For example, imagine you have a credit card limit of $6,000. You shouldn’t hold more than $6,000 in purchases (i.e. your balance) at any given time.

Tip: To help improve your credit score, the Financial Consumer Agency of Canada recommends using less than 35 per cent of your credit limit. So if you have a credit limit of $6,000, you may want to keep your balance under $2,000 at any given time.

How is my credit limit determined for my credit card?

Your credit limit is generally based on three things: your income, your existing debt, and your credit history.

If you have a good credit history, you’re more likely to receive a higher credit limit. That’s why it’s important to pay down debt, pay your bills on time, and always keep your balance under the approved limit.

Can I go over my credit card limit?

You may make purchases and cash advances up to your credit card's pre-set credit limit.

If you go over your limit, a penalty may apply. It’s also important to remember that exceeding your limit can affect your credit score. If you require a higher credit limit, you may want to request a credit limit increase.

Note: As you use your card, you are continually borrowing against your credit limit and packing it back. So on any given day, your available credit will change depending on your current outstanding balance.

How do I request a credit limit increase?

If you’re looking for a credit limit increase or decrease, you may request one online if you are a primary account holder. Simply:

1. Sign in to BMO Online Banking
2. Select your credit card account
3. Choose "Credit Limit Change" and follow the prompts

If you prefer to chat, you can give us a ring at 1-800-263-2263. In either case, you may be asked to provide details on your income, assets and/or credit obligations, depending on your request.

Why wasn’t I approved for a higher credit limit?

Your credit limit will depend on your income, existing debt and credit history.

• If you have a high credit score, you’re more likely to be approved for a higher credit limit.
• If you have a low credit score, you might be approved for a credit card, but since you pose a bit more risk, you’ll start with a lower credit limit.

Simply being approved for a credit card may help you start to strengthen you credit history, as long as you use your credit responsibly. Creditors will see you’ve been approved, are making regular payments, and are able to pay back what you’ve borrowed. Over time, this can help you improve your credit score and, in turn, make it possible to request a credit limit increase in the future.

I’m starting to build up my credit history. Which card is right for me?

You may want to apply for a student credit card, a low-fee credit card, or a card that offers rewards that are important to you (whether that’s CashBack in your account, AIR MILES Reward Miles, or other perks).

Try using our compare credit cards tool to save time and make it easy to see what’s available.

Applying for a card and using it regularly will help you build your credit history. Keep in mind that it’s important to always use your card responsibly:

1. Pay your credit card bill on time
2. Pay your credit card bill in full
3. Keep well within your credit limit
4. Request a free credit report to see how you’re doing

You can pay bills automatically with your BMO credit card. It's safe, secure and a great way to earn rewards on payments you're making anyway. Visit bmo.com/mastercard-pay-my-bills.

Pending transactions are transactions made on your credit card that have not been authorized or posted to your account. You will not be able to dispute a pending transaction until it is posted. The value of these transactions is adjusted against your available credit, but will not be reflected in your current balance until these transactions are posted to your account.

Posted transactions are completed transactions that appear on your account and are reflected in your current balance.

The value of a pending transaction is adjusted against your available credit but will not be reflected in your current balance until the transaction is posted to your account.

Transaction amounts displayed for pending transactions may differ from actual purchase amounts. This is common with merchants such as hotels, gas stations or car rental companies who charge a pre-authorized amount (also called a “hold”) against your credit until the actual amount is known. The final purchase amount will display when the transaction is posted to your account, usually within 3-5 business days. If you would like to dispute a posted transaction, you can sign into BMO Online Banking and dispute it from your credit card details.

It may take up to five business days for a pending transaction to post to your account. Once posted, the transaction will be removed from Pending and will appear in your Transaction History under Posted Transactions.

Sometimes a transaction may appear as both pending and posted transaction while it is being processed. It does not necessarily mean that you will be charged twice. It can take up to 5 business days for a transaction to disappear from pending transaction history. You will only be charged for the amount of the posted transaction.

A pending transaction may never post to your account if the transaction is cancelled or if the merchant does not complete the transaction or process it in time.

Pending transactions cannot be disputed until they are posted, as these transactions might change or get cancelled while being processed.

There are a few things to review to help identify unfamiliar transactions:

• Compare your receipts: Reconcile your receipts with your account transaction history and pay attention to the account numbers, payment amount, and merchant name
• Review the transaction date and location: Depending on the location of the merchant, transaction authorization, and timing of the purchase, online purchases and some in-store purchases may take up to 24 hours to appear.
• Understand transaction status: Pending transactions may differ in amount from actual purchase amounts. This is common with merchants such as hotels, gas stations or car rental companies who charge a pre-authorized amount against your credit until the actual amount is known. The final purchase amount will display when the transaction is posted to your account, usually within 3-5 business days.
• Search the transaction description online: If you still can’t recognize the transaction based on the name, amount, date or location, you’re not alone. Many people search online for merchant names, 1-800 numbers, and website addresses included in a transaction description.

If you’ve been unsuccessful at identifying an unfamiliar credit card transaction, you can submit a request to dispute the transaction charge on your BMO credit card. You can do this from within BMO Online Banking,

1. Sign in to BMO Online Banking
2. Access your credit card details
3. Choose “Dispute a charge” from the menu
4. Complete the dispute form and submit

You can look for a response in ‘My Messages’.

If you’re not a BMO Online Banking user, you can always call us at 1-800-263-2263 and we’ll be happy to help you.

Some transactions may only appear as posted transactions. For example, transactions such as interest fees are posted directly to your account.

This capability is currently not available on our Small Business Mastercard.

Purchases made in a currency other than Canadian Dollars will appear in Canadian dollars as a pending transaction. The Canadian amount, including the exchange rate, will appear when the transaction is posted.

No, only posted transactions will be shown.

In the BMO app, select the credit card account you used to make a purchase. Under the “Transactions” tab, find the transaction you want to learn more about. Tap it, and a screen of the purchase details will pop up.

If you’re looking at a pending transaction, you’ll be able to see the transaction date and the number of the credit card you used to make your purchase.

Once the transaction is posted, you’ll be able to see:

1. The date you made the transaction
2. The date the transaction was posted
3. Where you made your purchase (including the retailer’s street address and map location for in-person purchases)
4. The retailer’s contact number in case you need to verify the transaction

You can get a detailed view of the purchases you make at retail stores and service providers, both online and in-person. You may also be able to get a detailed view of your refunds, as long as there’s enough information about the vendor from Mastercard.

However, non-purchase transactions (such as paying your credit card balance or account fees, transfers between accounts, interest fees, etc.) won’t be available in a detailed view.

A pre-authorized payment is a recurring or automatic payment that takes the guesswork out of figuring out when your bill payments are due and the amount owing.

When you authorize a biller through PowerSwitch^® to set up pre-authorized payments through BMO Online Banking, the biller will deduct the amount owing on a recurring basis from your BMO credit card or chequing account. You avoid late fees or penalties for missed payments, and keep your account in good standing.

BMO® PowerSwitch is a free service provided by Davis & Henderson (D+H) that helps customers transfer their Pre-Authorized Payments from a different financial institution as well as set up new Pre-Authorized Payments from their new BMO chequing account and credit card. D+H notifies your Pre-Authorized Billers of the switch so you don’t have to.

Plus, when you add automatic payments to your BMO CashBack or AirMiles credit card, you can also collect additional rewards just for paying your bills.

Please note some billers, including financial institutions, do not accept the use of PowerSwitch service for transfers, including pay cheques. D+H will notify you if this happens. Financial institutions that do accept PowerSwitch may request confirmation of the transfer from you.

For lost or stolen cards, we recommend that you contact us within 24 hours of discovering that your card is missing. We can help you cancel your BMO credit card quickly and easily.

You can cancel your credit card online, at your nearest branch, or over the phone. Sign in to Online Banking or call 1-800-361-3361.

Learn More

Once you have received and activated your replacement BMO credit card, be sure to update your service providers with your new card information to continue pre-authorized payments.

To set up PowerSwitch, sign on to BMO Online Banking with your credit or debit card and:

1. Click the Payments & Transfers tab in the top navigation.
2. Select Add a Pre-Authorized Payment in the left navigation. This will bring up the PowerSwitch screen.
3. Click the Start Power Switch button. Have your bill account numbers handy when you start the set up.

PowerSwitch is also available through your BMO branch or you can call a BMO Customer Contact Associate at 1-800-263-2263.

Of course you can. Use PowerSwitch to change a pre-authorized payment to a BMO credit card from your BMO bank account. You can also transfer a pre-authorized payment to a BMO bank account from a BMO credit card if you have an existing pre-authorized debit agreement with the biller.

PowerSwitch is free! There are no additional fees to use PowerSwitch to setup, transfer or update your pre-authorized payments.

Provide PowerSwitch with your name, address, debit or credit card number and expiry date, and biller account numbers and we’ll contact the biller to update their records.

It only takes a few minutes for you to set up PowerSwitch. All your billers will be notified the next business day. Depending on the billing cycle, it may take several days for the new or updated pre-authorized payment to take effect.

If a biller can’t complete the PowerSwitch process, they’ll contact D+H and let them know what the issue is (e.g. wrong biller account number or closed account). D+H will contact you to let you know the concern.

To cancel any existing pre-authorized payments you will have to contact your billers directly.

After cancelling your pre-authorized payment, if you still see a charge, you can sign into BMO Online Banking and dispute it from the your credit card details. Certain transactions are not able to be disputed, including service charges, transfers between credit card and account (including cash advances) and payments to your credit card balance.

The BMO Preferred Rate Mastercard gives you our biggest savings with a low annual fee and a lower interest rate than other BMO credit cards at 13.99%.

Understand your credit score and credit report.

  Credit score vs. credit report

A credit score is a numeric representation of your creditworthiness, while a credit report details your credit history. Think of your credit score as being a snapshot of how financially responsible you are when it comes to paying back your debt and paying bills on time.

• In Canada, credit scores range from 300 to 900 points (with 900 being top marks).
• One of the most popular types of credit scores is the FICO credit score, though other brands such as Beacon and Empirica can produce credit scores, as well.
• If you have a low credit score or no credit score, it may be difficult to get approved for a credit card, loan or mortgage.

What is a good credit score?

Credit scores are typically broken down in the following way:

• Poor (300 – 559)
• Fair (560 – 659)
• Good (660 – 724)
• Very good (725 – 759)
• Excellent (760+)

If you’re wondering what makes a good credit score, a solid benchmark is 700 or above. The higher your credit score, the better. In other words, the higher your credit score, the more likely you’ll be approved for lending products such as credit cards, a mortgage, etc.

Source: Financial Consumer Agency of Canada

How do I check my credit score and credit report?

In Canada, there are two credit bureaus: Equifax®* and TransUnion®†. These credit bureaus can administer a free credit report, which is a comprehensive report that illustrates how much you owe and when you opened accounts, as well as your personal information such as name, date of birth and social insurance number. If you’d like to know how to check your credit score, you can get it from the same credit bureaus as your credit report.

Why should I check my credit score?

Before you apply for a credit card, mortgage or any other type of loan, you’ll want to check your credit report to make sure everything is correct.

Checking your own credit score and credit report does not affect your credit. That’s a myth. Checking your own credit report is considered a "soft hit". However, a "hard hit" does affect your credit – these credit checks could be from credit card applications, rental applications, and more.

How is my credit score calculated?

The main factors that contribute to your credit score calculation include:

1. Payment history: Do you pay your bills on time? Your credit score will be affected if you have late or missed payments, if you have accounts with a collection agency, or if you have declared bankruptcy.
2. Credit utilization: How much of your available credit limit have you used? The Financial Consumer Agency of Canada recommends using less than 35 per cent of your available credit.
3. Length of your credit history: How long you’ve had your accounts can affect your credit score.
4. Number of inquiries: If you apply for credit too frequently, it can set off alarm bells for lenders.
5. Types of credit: It can help to have different types of credit, such as a credit card and a loan.

Who can check my credit score and credit report?

You may be surprised by how often your credit is checked and used by others to determine if you are creditworthy.

According to the The Financial Consumer Agency of Canada, lenders, landlords and employers can use your credit report with your consent. In some cases, your credit report may be used if you are applying for insurance, or even a job.

How do I establish credit history?

Establishing your credit history can be tricky. You need to get approved for a loan or credit card to establish credit – but how can you get approved if your credit score is low or non-existent?

You could apply for a student credit card or a secured credit. Credit cards typically have limits, but with a secured card, the limit is set by how much money you put down as a deposit. Speak to a BMO advisor to find out which credit card is right for you.

The key for secured and unsecured credit cards (or any other type of loan or financial payment) is to pay on time. Paying on time, 100 per cent of the time, illustrates that you are financially responsible and can pay back what you borrowed.

How do I improve my credit score?

Curious about how to improve your credit score? Consider the following:

1. Pay your bills on time: Consider setting up automatic payments to ensure you never miss a due date.
2. Use credit responsibly: Keep your balance fairly low, relative to your credit limit. Avoid maxing out your credit cards every month.
3. Don’t cancel all of your credit cards: Cancelling a credit card could affect the length of your credit history, which could potentially hurt your credit score.
4. Check up on your credit: Keep tabs on your credit report and credit score, and be sure to follow-up with the credit bureaus if there are any errors.

What BMO credit cards can I apply for?

BMO offers a variety of cards. Now that you have information about credit scores, you can browse BMO credit card here.

What is Bill 53?

Bill 53, known as the Credit Assessment Agents Act, allows Quebec residents to place a security freeze or lock on their credit bureau files as a measure of fraud prevention with Credit Bureaus like Equifax and TransUnion.

The security freeze or lock will prohibit Credit Bureaus from communicating credit information to financial institutions for the purpose of:

• Entering a credit contract
• Increasing credit or extending credit
• Entering a long-term contract for lease of goods
• Entering a sequential execution of a distant service contract

How do I know if I was declined due to a security freeze or lock on my credit report?

Only owners of their credit reports may freeze or lock them with credit bureaus. So, you’ll only be declined due to a security freeze if you specifically requested for one to be placed on your credit report.

What happens when I place a security freeze or lock on my credit report?

When your credit report is placed on a security freeze or lock, we can’t move forward with your application. You’ll need to get in touch with your Credit Bureau to remove this from your report. Once removed, you can submit a new credit application for approval.

Why does BMO refer to this as a freeze or lock?

The term depends on the Credit Bureau. At Equifax, it’s referred to as a credit lock while TransUnion refers to it as a security freeze.

Will the freeze result in multiple inquiries on my credit report?

The impact of these inquiries may vary with each credit bureau, so you’ll need to contact them directly for details.

Why did I receive a credit limit increase offer when I have a freeze or lock on my account?

Offers are extended to you based on quarterly data from Credit Bureaus that’s received through our monitoring cycle. This may mean that you were approved with information from that previous cycle. If the freeze or lock is still on your profile in our next update, you won’t receive any more offers until it’s removed.

It’s also possible that we’ve used data from another Credit Bureau where you haven’t placed a freeze. So, you’ll want to verify this with the Bureaus if this happens.

I’ve removed the freeze or lock from my bureau. How do I put it back on?

This is handled by your Credit Bureau, so you must contact them to add or remove the freeze or lock back onto your account.

Will credit bureaus share my credit information with each other?

No. Even if you’ve placed a lock or freeze at one bureau, you may still see an approved credit application as BMO may have based it on another credit bureau’s report.

I no longer live in Quebec. Does the security freeze or lock still apply?

Yes. Once applied, the freeze or lock will stay in place even if you’ve moved to another province. It’ll stay on your file until you remove it.

I never placed a security freeze or lock on my credit file – what do I do?

The Credit Bureaus own and control freeze or lock alerts. BMO doesn’t have authority to resolve or discuss this on your behalf, so you’ll need to connect with one of the Credit Bureaus directly. You can contact them at:

• Equifax - 1-800-465-7166
• TransUnion - 1-800-565-2280

A credit card is more than just a charge card. While it's great for emergencies, your card is also the start of building a good credit history. Here's what you need to know to get the credit card smarts you need to make the most of your card.

Ink the deal.

Sign your card as soon as you receive it.

Know your limit.

The credit limit on your card helps protect you from overspending.

While you can apply to have your limit increased, keep in control of your spending habits. If you know you won't be able to resist splurging on the latest must-have, ask to have your credit limit reduced.

Be loan smart.

While getting a cash advance on your card is great for emergencies, you'll be charged interest from the moment the cash is in your hands.

Pay it off.

Try to pay your entire balance every month or more than your minimum balance due. Since interest is charged on the unpaid portion of your bill, it can add up fairly quickly.

Build a good history.

Start building a good credit score by paying your balance or minimum monthly payment on time. A bad credit rating can have a negative impact when you want to get a loan, buy a car or condo or even get the job you've been after.

Protect your identity.

Save yourself (and your credit) from identify theft. When making online purchases, make sure the website has security features so that your information doesn't fall into criminal hands. If you're sharing your credit card information over the phone, ensure the merchant is reputable. Lastly, don't share your credit card with friends -- any slip up can put your credit at risk.

Be choosey about your card.

Credit card rewards, features and benefits are incorporated into your card's annual fee. To get the best value, choose a card that lets you earn rewards without paying an annual fee.

Get the right fit.

Choose a card that gives you the most bang for your buck. A BMO AIR MILES Mastercard lets you earn AIR MILES Reward Miles without paying an annual fee. AIR MILES Reward Miles can be redeemed for movie tickets, the latest gadget, flights or tickets to an upcoming show. If, on the other hand, you'd rather realize annual savings, a BMO CashBack Mastercard will put money back in your pocket for every purchase you make.

Prevent a credit crisis.

If you find that you can't pay your minimum balance every month, or you rely on cash advances to get you through the week, have lost track of how much you owe or have no idea when you'll be out of debt, you may be headed for a credit crisis. Speak to a credit counsellor at your college or university or check the yellow pages for a not-for-profit credit-counselling agency near you.

What's required

To apply for your BMO credit card you must:

• Be a permanent Canadian resident
• Be of age of majority in your province or territory
• Be a student between the age of 18 and 24 at a recognized college or university
• Earn annual income from employment, scholarship/grant, student loan or family allowance

Once you've met these requirements, your next step is to apply. How much time does the online application take?

It shouldn't take you more than five or ten minutes to complete a BMO credit card online application.

Have the following info ready:

• Your last pay stub that includes the name and address of your employer and your gross monthly income
• Your permanent address (such as your parents' house) and your address while in school if it's different
• Your AIR MILES Collector Number if applying for a BMO AIR MILES Mastercard. Don't worry if you don't have an AIR MILES Collector Card yet: we'll automatically enroll you in the AIR MILES Reward Program

You don't need:

• A letter of reference
• A parent's signature

A dispute is when you question a specific transaction on your credit card for its validity, value or lack of a service from a merchant.

It’s important to us that your credit card statement is accurate and reflects only charges that you have made. That’s why you have the right to dispute any credit card transaction that you feel was charged to your account fraudulently or in error.

Certain transactions cannot be disputed. These include service charges, credit card fees, transfers between credit card and bank account, cash advances, and payments to your credit card balance. Pending transactions are also not disputable until they’re posted, as details may change.

It is important that you gather all supporting documentation to support your dispute, such as receipts, contracts, invoices or emails that pertain to the charge. They may be required for the dispute process to proceed.

 

To dispute a transaction charge on your BMO credit card,

• Sign in to BMO Online Banking
• Access your credit card Transaction History
• Choose “Dispute a charge” from the menu
• Complete the dispute form and submit

You can look for a response in ‘My Messages’.

If you’re not a BMO Online Banking user, you can always call us at 1-800-263-2263 and we’ll be happy to help you.

What charges are not disputable?

Transactions that cannot be disputed include service charges, credit card fees, transfers between your credit card and account, including cash advances, and payments to your credit card balance. Also, pending transactions are not disputable. You’ll need to wait until the pending transaction has posted to your account before it can be disputed.

• Possible types of credit card disputes
  There are a number of possible reasons for charges to be disputed. Depending on the nature of the complaint, your dispute could be for the full or partial amount. Here are some common reasons you may choose for your charge may be disputed:
• • I did not authorize this transaction
  • I’m still being charged for a cancelled subscription or recurring charge
  • I was charged but never received the merchandise or service
  • I was double charged/I used another payment method
  • I was charged the wrong amount
  • I never received the refund I was promised
  • Other

How do I prepare for a dispute?

• We are able to begin the dispute process once the credit card charge appears on BMO Online Banking or on your BMO credit card statement.
• We strongly recommend that you contact the merchant prior to disputing a charge. The merchant contact information can often be found within the transaction description. This could save you time, as often merchants are willing to assist in resolving the situation directly with you. In some cases, we may require that you first attempt to resolve your dispute with the merchant prior to us handling your dispute.
• Contact us within 30 days of your account statement date if you have a dispute inquiry as we are limited by the amount of time we have to dispute a charge.
• Gather all supporting documentation, such as receipts/contracts/invoices/emails that pertain to the charge. These may be requested as part of the dispute process.
• Some disputes of credit card charges can be opened through BMO Online Banking at bmo.com. Once you have logged in and selected your BMO credit card account, you can then choose to "Dispute a Charge" in the options associated with your BMO credit card. Otherwise, you are able to open a dispute by calling 1-800-263-2263.

I have opened a dispute. What’s next?

• What do you need from me?

  You may be asked for additional information or supporting documents such as receipts/contracts/invoices/emails etc. that we’ll need in order to proceed with your dispute case.

  If you’ve submitted a dispute using BMO Online Banking, we’ll get back to you via ‘My Messages’ within three business days with what is needed.

  If you have open a dispute with us by phone, e may send you a dispute form that you will need to fill in and send back to us.

• Do I have to pay the charge while it’s in dispute?

  Once we have proceeded with opening the dispute case, you will not need to pay for the charge during the dispute process.

• Will I be charged interest on the disputed transaction?

  You will not be charged interest on the disputed transaction during the dispute process.

• How do I know if the dispute is successful?

  Once we have opened your dispute case and submitted it to the merchant, the merchant has 45 days to respond once they have been notified. If the merchant does not respond within 45 days, the case is closed in your favour. If the merchant does respond within 45 days, a BMO representative will contact you to review what the merchant has presented.

• What is the next step if unsuccessful?

  If the merchant responds to challenge your dispute case, a BMO representative will contact you to review the information presented by the merchant and to discuss potential options. If we are unable to proceed with the dispute on your behalf, the dispute case will be considered closed or resolved. You can still attempt to resolve your dispute with the merchant even after the dispute is closed.

Hints and Tips to protect myself

Online transactions

• Be cautious when providing your credit card number online for free trials or free offers. Read the terms and conditions carefully. There could be additional charges or automatically enrolled paid subscriptions. If you press accept or provide your credit card number, this is considered your consent.
• Research the merchant before agreeing to provide your credit card number.
• Be cautious in providing your credit card number as a result of pop-ups, ads on social media, texts, or email solicitation. These are common channels in which your credit card number may be obtained by merchants. A few examples of why your credit card number may be requested include:
  • Pop-ups indicating you’ve won a prize
  • Well-known brands being sold for extremely discounted prices which may be counterfeit
  • Easy ways to make money from home by subscribing to online stock or currency brokerage sites

General

• Always read terms and conditions for possible hidden charges and return policies to see if the merchant allows for full refunds if the customer is not satisfied with the product. Accepting or providing your credit card number is considered your consent.
• We recommend keeping all receipts/invoices/emails/contracts etc. for your reference.
• Contact the merchant prior to disputing the charge. The merchant contact information can often be found within the transaction description.
• If a purchase is made with your credit card and the item is not what was expected or as described, it may be possible to dispute the charge if the item is in your possession.
• Research the merchant before agreeing to provide your credit card number.
• If you have a recurring transaction with a merchant, you must cancel with the merchant to stop the automatic renewal. This is not considered fraud. BMO is unable to stop the payments to the merchant.
• In the event of an ongoing dispute, if you are contacted by the merchant and asked to reach an amicable solution, please request valid proof of the agreement for your records.

Reminder:

• Gambling transactions are considered cash-like transactions and therefore will incur cash advance interest charges and cash advance fees.
• Differences in foreign exchange charges and credits could be explained by the exchange rates and mark-up fees. Please see our cardholder agreement for more information. http://www.bmo.com/pdf/Cardholder_Agreement.pdf

Fraud is the unauthorized use of your credit card to make purchases or access funds, where you have not provided your credit card information by telephone, online or in person.

You can earn Reward Miles on your lead account* when you have the AIR MILES bank plan

Only debit purchases made from your lead account* in the AIR MILES bank plan are eligible. AIR MILES plan customers earn at a rate of 1 AIR MILES Reward mile for every $30 Spent

If you are unsure which account is the lead account, review your BMO bank statement, visit your local branch or call 1-800-363-9992.

Earning Reward Miles on your debit purchases is not meant to replace purchases you would have normally used your BMO AIR MILES World Mastercard for. In order to maximize the Reward Miles you can earn, we encourage you to continue using your credit card. For situations where you would not normally use your credit card or for purchases at merchants that do not accept credit cards, your debit card is available for you to use as an alternative so that you can get rewards for all purchases at no additional cost to you.

No, only debit purchases qualify.

Discontinued Plans do not qualify to earn AIR MILES Reward Miles for debit purchases.

Your Everyday Banking statement(s) will include an AIR MILES Summary for AIR MILES collectors. The AIR MILES Summary will display the amount of Reward Miles earned on debit purchases for the stated time period. The AIR MILES Summary will not include AIR MILES Reward Miles earned from bonus or promotional offers.

Your BMO AIR MILES Mastercard monthly statement will also display the number of AIR MILES Reward Miles earned in the same statement period.

All rewards, including promotional offers, can be viewed on your AIR MILES Collector Summary statement and/or through airmiles.ca.

If you have questions about the Reward Miles you have earned from BMO you can also visit your local branch or call 1-800-363-9992.

Yes. All the purchases you make using your debit card will contribute to your overall monthly spend, regardless of where you use it. It is not limited to purchases made at other AIR MILES Sponsors. Refer to question #1 above to see how you can qualify.

Your monthly Reward Miles are based on your total debit purchases less your total debit returns for the month. Refer to question #1 above to see how you can qualify.

Yes, if you present your AIR MILES Collector Card to the merchant at the time of purchase, you will qualify to earn Reward Miles from the Sponsor and your debit purchase will be part of your monthly total BMO debit spend that will qualify to earn rewards. Refer to question #1 above to see how you can qualify.

The Reward Miles you earn from BMO are ongoing and the program applies to existing and new customers. You will continue to earn Reward Miles on a monthly basis and depending on the amount of purchases you make and other products you have, you can quickly surpass the value of the competitor offers. The other banks' reward offers are typically a one-time only offer for new customers, and there is no ongoing benefit to you. Depending on the program, there may also be set up requirements and conditions like pre-authorized debits or pre-authorized credits. In addition, with AIR MILES Reward Miles you have the benefit of redeeming your Reward Miles for more than 800 items, giving you the opportunity to redeem for something you really value.

There are over 800 products and services you can redeem your Reward Miles for. They range from travel to gift cards, to merchandise, leisure and entertainment items. For full details of all the reward options, AIR MILES Collectors can visit airmiles.ca or call 1-888-AIR-MILES.
Sample Rewards:

• Flights
• Digital cameras
• Camcorders
• iPods^{, footnote 1,2}
• Nintendo DS^{, footnote 1}

With the BMO Ascend^TM World Elite^®* Mastercard^®*, you can earn:

• 5 BMO Rewards points for every $1 spent on eligible travel purchases, up to a maximum of $15,000 annually*
• 3 BMO Rewards points for every $1 spent on eligible dining and entertainment purchases and recurring bill payments, up to a maximum of $10,000 annually in each category*
• 1 BMO Rewards point for every $1 spent everywhere else*

With the BMO eclipse Visa Infinite^* Card, you can earn:

• five (5) points for every $1 spent on eligible grocery, dining, gas and transit purchases up to a maximum of $50,000 annually in these categories^*
• one (1) point for every $1 spent everywhere else^*
• 10% more points when you add a cardholder^*

With the BMO eclipse Visa Infinite Privilege^* Card, you can earn:

• five (5) points for every $1 spent on eligible grocery, dining, travel, gas and drugstore purchases up to a maximum of $100,000 annually in these categories^*
• one (1) point for every $1 spent everywhere else^*
• 25% more points when you add a cardholder^*

With the BMO Rewards^® Mastercard^®*, you can earn:

• 1 BMO Rewards point for every $1 spent on the card*

* You will earn points on net purchases only. See the BMO Rewards Agreement for more details.

To see your points balance log in to www.bmorewards.comwww. b m o rewards .com and view your online points statement.

The primary collector number is the individual who first signs up for a BMO Ascend^TM World Elite^®* Mastercard^®*, BMO Rewards^® Mastercard^®*, BMO eclipse Visa Infinite^* Card, or BMO eclipse Visa Infinite Privilege^* Card. The primary collector is the only person who is automatically authorized to redeem BMO Rewards points. To add another individual, the primary collector can fill out the Primary Cardholder Authorization Form, available on www.bmorewards.comwww. b m o rewards .com under the My Profile tab. This form must be completed and signed and is to be returned to the BMO Rewards Centre by fax at 416 207-5267 or 1 866 991-8411 or by PDF via e-mail at contactus@bmorewards.comcontact us @ b m o rewards .com. Requests will be processed within 2 business days.

BMO Rewards points can be redeemed two ways, online or through our expert travel professionals. Use our online search tool under the Travel section to help you find your special retreat. Or you can call 1-866-991-2835 to reach our BMO Rewards Centre travel professionals who will help you book your next vacation, flight, car rental, cruise, hotel and more.

We can handle all your travel needs, from flights to hotels, cruises, car rentals to vacation packages and more. You can search and book online 24/7 or you can call the BMO Rewards Centre at 1-866-991-2835 during regular business hours to speak to a travel professional.

We want you to get where you want to be. To make it easier, you can use some, all, or none of your points to pay for your travel plans. Just charge the difference (no minimum amount of points required), or the entire trip, to your BMO Rewards credit card.

If you are unable to book your flight/hotel/vacation package online for any reason please call 1-866-991-2835 and a BMO Rewards agent will be able to assist with your booking. Where online travel requests may not be completed, the agent booking fee of $29.95 plus applicable taxes will apply.

You can use your points to cover the booking fees. There is no online booking fee. A fee of $29.95, plus applicable taxes, will be charged per phone booking. A $25 change/cancellation fee applies for each change or cancellation to your travel arrangements. Supplier change/cancellations fees can also apply and will be displayed at time of booking based on your specific travel reservation. Booking fees, change/cancellations fees are non-refundable.

To see your points balance log in to www.bmorewards.comwww. b m o rewards .com and view your online points statement.

1. Log in and redeem online. Check out the online catalogue and see what you can redeem your points for. From electronic gadgets, glittering jewellery, sporting gear to kitchen accessories it's all available in our online catalogue. You can also call us at 1 866 991-2835 to redeem your points or to get answers to your reward queries.
2. When you've finished and found what you want to redeem your points for, click on the "check out" button and finish your order. Confirm your order before you check out. Make sure that the shipping address is correct and that you've chosen the right size, colour, destination or amount – we want you to be totally satisfied.
3. Your order is important, to you and to us. We know that you want your order as soon as possible, and you can track your order status within your Online Statement when you log in. Just give us 48 hours to get your order processed, and you can check as often you want.
4. Your order will be delivered as fast as possible, but you should allow 3 to 6 weeks time to receive it. If you order several items, we may ship them separately. And of course when ordering for holidays or special occasions, remember to order early, just in case. While we are as accurate as possible, we cannot be responsible for delays or other situations beyond our control.
5. When your order arrives, please inspect it right away and if there is any damage, DO NOT sign for it. Tell the delivery person you are refusing the shipment. Make sure that the waybill corresponds to the number of packages if you have ordered multiple items. Should you find that you have signed for damaged goods or are missing parts for your ordered merchandise, call us at 1 866 991-2835 right away to arrange for a return. You have 30 days from signing to return an item unused in its original packaging to receive a points credit. You will be charged for the return shipping cost for discretionary returns. Should the merchandise item be damaged, defective or needing parts, call us at 1 866 991-2835 for a return authorization or missing part request.
6. On occasion our suppliers and manufacturers change pricing, models, colours and many other things. If this happens to an item you have ordered, we may have to substitute an item. We will do our best to fill your order but we reserve the right to change point amounts, shipping times and descriptions. If we do have to substitute items, we will let you know as soon as we can. If we cannot find a suitable substitute, we will inform you. Bear in mind that suppliers and manufacturers do not always inform us of changes until after your order is placed.
7. If you see something that you would like to redeem your BMO Rewards points for but you don't have enough, you can still redeem**. You can top up your points, up to a maximum of 20%. So, if that new handbag or golf club is 5,000 points, you only need to have 4,000 – you can purchase the last 1,000 points with your BMO Rewards credit card. Returning items ordered this way doesn't change. Points are returned to your account and your BMO Rewards credit card will be refunded. Start browsing and see what appeals to your desires.

* Points are earned on net purchases only. See the BMO Rewards Agreement for more details.

** Gift cards are not eligible for points top up. Points top-up can only be purchased with your BMO Rewards credit card. Points top-up only applies to merchandise redemptions.

On-line redemptions for merchandise rewards (including gift cards), financial rewards or charity donations are free of charge. A charge of $10.00 plus applicable taxes will be applied to phone orders for merchandise rewards (including gift cards) and financial rewards.

There’s no need to enrol. Once you have received and activated your card you will begin to earn cash back.

For retail customers: please register for BMO Online Banking, you will use these credentials to access the CashBack redemption website.

For small business customers: please go to www.bmocashback.com. To register you will need your BMO^® credit card number, date of birth and postal code.

Please note for both retail and small business customers: The CashBack redemption website is only available to the primary BMO^® credit card cardholder.

For small business customers: Your email is required in order to send you important information such as cash back redemption confirmation emails, and password reset emails.

Emails change from time to time and we would like to ensure we are communicating with you at your preferred email address. You can always check or update your email preference for cashback redemption-related communication in your ‘Account Profile’ settings on the BMO CashBack Redemption website.

If the email on file with BMO does not match the email provided to register on the CashBack redemption site, we will send emails to both accounts in order to ensure that the actions taken were indeed requested by you, the primary cardholder.

Simply opt-in to receive marketing material from BMO by clicking the box found beneath your email. This can be completed upon initial registration or any time after.

Please refer to this guide to help you navigate from BMO Online Banking to the CashBack Redemption website.

There are two quick and easy ways to track your cash back balance:

1. Log in to the www.bmocashback.com site
2. Check your cash back balance on your monthly BMO® credit card statement.

To keep you informed of your cash back activity, your Online Statement will include a record of your balance up to the billing date. Any cash back earned after the billing date will be included in your next month’s statement.

With your BMO CashBack credit card, you will earn cash back on all your purchases*. The CashBack earn rate depends on the BMO cash back credit card you were approved for.

* You will earn cash back on net purchases only. See the CashBack Terms & Conditions for more details.

The primary cardholder is the individual who first signs up for a BMO® credit card. The primary collector is the only person who is authorized to redeem accumulated cash back.

No, the cash back earned must be directed to an account in the primary cardholder’s name.

Your choice of cash back redemption options include:

• Direct deposit into a:
  • BMO savings accounts
  • BMO chequing accounts
  • BMO InvestorLine accounts
• credited to your BMO credit card statement

Note: cash back can only be directed to the aforementioned BMO accounts. Depositing into other institutions is not available.

Choose your CashBack redemption frequency:

• When a recurring amount has accumulated (min. $25 & increments of $5)
• One-time lump sum (min. $1 & increments of $1)

Redemption program eligibility:

• A minimum of $1 cash back must be accumulated.
• Direct deposits must be to an existing BMO account in the name of the primary cardholder.

Most information can be found in the BMO CashBack Terms and Conditions you received with your card. Select the applicable Terms and Conditions link at bmocashback.com.

Yes, our customer’s information is safeguarded and governed by both our privacy practices. For more information on privacy, please view the link found on bmo.com or bmocashback.com.

If you are registered for Online Banking, you will find the information by clicking on the account you would like to deposit into, and then clicking on the Account Details tab. Here you will find the 7-digit account number (Chequing, Savings or InvestorLine), as well as the 5-digit transit number required. Enter this information on the BMO CashBack redemption site to begin redeeming.

Marketing materials include details on product improvements, enhancements and changes. Special offers are limited-time campaigns.

For retail customers: No action is required on your part. You can continue to log in using your BMO Online Banking credentials.

For small business customers: No action is required on your part. You can continue to log in with the Username and Password you have set up.

Yes, as long as your Primary address on our system is your address in the United States.

When using the website, we recommend using the following browsers: Firefox, Chrome, Internet Explorer 10 or later (for Windows 7 or later), Microsoft Edge for Windows 10, and Safari.

This will depend on the option you have selected:

• one-time redemption
  • BMO Chequing, Savings or InvestorLine account: 5 business days
  • BMO credit card statement: 3 business days
• recurring redemption: on your statement date after the threshold is met

No, you cannot change an existing scheduled recurring redemption. You will need to cancel it and set up a new one.

Yes, you can complete a one-time redemption even if a recurring redemption is scheduled. If the one-time request reduces your CashBack reward total and your reward balance will not cover your scheduled recurring redemption, the recurring redemption will be processed when your reward balance is sufficient to cover it.

Yes, the timeout will occur after 15 minutes.

BMO Perks is a new program BMO is introducing that presents you money-saving opportunities. BMO will send you emails containing bonus reward offers or cash rebate discounts that are relevant to you based on your shopping history. This program is free for eligible BMO Mastercard customers; all you have to do is make a purchase with your BMO Mastercard that meets the criteria in your BMO Perks offer.

If you have consented to receive emails about promotions, announcements, events and offers from BMO, have a personal BMO credit card, and previously provided us with your email address, you automatically qualify to receive BMO Perks offers. If you're not sure of the email address we have on file for you, you can call our Customer Contact Centre at 1-800-263-2263 (BMO World Elite Cardholders can call 1-866-991-4769). To check on your consent to market you may contact us through the numbers provided or visit the Subscription Centre. You can easily opt in or out of the program at any time by going to the Subscription Centre.

When you receive an email from email@bmoperks.bmo.com with your offers, you simply use your BMO credit card to make the required purchase at the merchant in your offer. There's no need to print and/or present any email or coupons. The redemption credits will appear on your next BMO credit card statement and AIR MILES Reward Miles will appear within 30 days of the qualifying transaction.

With BMO Perks, your personal and financial information always remain secure. For more information on how we protect your information please visit Our Privacy Code. The emails you receive from email@bmoperks.bmo.com will never ask you to provide personal or account information. For more information and tips on how to protect yourself online, read Protecting Yourself.

Your AIR MILES Reward Miles and/or cash rebate discount will be posted to your account within 30 days of the qualifying transaction.

BMO Perks offers are selected for you based on your BMO credit card spending history. To make your rewards as relevant as possible the BMO Perks program uses anonymized transaction data that is associated with your BMO credit card to determine the best offers for you.

There are a wide variety of national, regional, and local retailers across a variety of categories participating in the program.

If the BMO credit card connected to your email address is part of the AIR MILES program then you will receive AIR MILES offers when AIR MILES merchants match up with your purchasing habits.

Each individual offer will have an expiry date included in the offer details.

Participating retailers have a variety of return policies. Please consult the retailer’s specific return policy before returning any item.

BMO Perks are not transferrable and can only be redeemed on the BMO credit card linked to the email address that received the offer.

You may unsubscribe from BMO Perks at any time using the unsubscribe link included in the offer email or by visiting the Subscription Centre and clicking on the BMO Perks email type. You can also call the Customer Contact Centre at 1-800-263-2263 (BMO World Elite Cardholders can call 1-866-991-4769).

BMO Perks are generated individually and cannot be resent. If you would like to clarify the offers currently available to you please call our Customer Contact Centre at 1-800-263-2263 (BMO World Elite Cardholders can call 1-866-991-4769).

If you make the required purchase on any of the BMO credit card linked to your email address it will qualify you to receive the redemption credit or AIR MILES Reward Miles.