Customer Reviews (76)

Sacarias0926 • 2025-07-19T18:32:14-07:00

This is the third scam within this year. I’ve been waiting to speak to a costumer service representative for an hour and 30 mns. I am a truck driver and at the moment Im stuck at a truck stop waiting for costumer service to respond and help me with my situation. I need my funds available. I am always scared to have money on my checking account because of this exact situation. Also I can hardly understand costumer service since they seem to hire just indians. Theyr accents are very strong and it is difficult to comprehend what they speak. Awful experience so far. Switching banks on Monday. First thing in the morning

Jones7033 • 2025-07-18T18:18:58-07:00

Face ID is not working correctly and I can’t get in my account

king of corrugated • 2025-07-17T18:00:20-07:00

BMOB makes it easy for me. These people truly care at the branches and they go over and above to service any questions or needs I have when using the online offering as well. Beyond just business I like to say, that’s the BMO family…

Summary of Key Insights

The BMO Digital Banking app receives mixed reviews, with a significant polarization of sentiment. While some users praise its ease of use, convenience, and helpful customer service, a substantial number report critical issues such as frequent crashes, login problems, check deposit failures, and slow transaction processing. The app's stability and reliability appear to be major concerns, particularly after updates. The app has a low average rating due to the high number of 1-star reviews, indicating a significant portion of users are deeply dissatisfied.

Key Strengths: Ease of use for some users, convenient features like mobile check deposit (when working), and helpful in-branch customer service.

Key Weaknesses: App stability (crashing, failing to open), login issues (Face ID failures, password resets), mobile deposit problems, slow transaction processing (especially Zelle), and poor customer service experiences (long wait times, communication difficulties).

Overall Sentiment: Negative, driven by app instability and functionality issues.

Quantitative Metrics:

  • Overall Rating: Low (based on review distribution)
  • Score Distribution: 1-star (42%), 2-star (20%), 3-star (4%), 4-star (3%), 5-star (31%)

Data & Methodology Overview

  • Data Sample Size: 76 reviews
  • Time Frame: Not explicitly stated, but based on the context of the reviews, it appears to be recent (within the last few months).
  • Analysis Methods: Sentiment analysis (identification of positive, negative, and neutral opinions), keyword extraction (identification of frequently mentioned issues and features), and thematic analysis (grouping reviews based on common themes).

Key User Pain Points

  • App Instability (Crashes, Won't Open): This is the most frequently reported issue. Many users state the app crashes immediately upon opening or freezes on a black screen, rendering it unusable. This is often attributed to recent updates and affects users with various iOS versions.
  • Login Issues (Face ID Failures, Password Resets): Many users report problems with Face ID not working correctly and being forced to reset their password frequently (weekly or even more often). This creates significant frustration and inconvenience.
  • Mobile Deposit Problems: Users frequently complain about the check deposit feature failing, either due to the app not recognizing the check image, signature, or amount, or due to generic "no endorsement" errors.
  • Slow Transaction Processing (Zelle Delays): Several users report significant delays in Zelle transactions, sometimes taking up to 3 days to complete. This is particularly problematic for business users.
  • Poor Customer Service Experiences: Long wait times to speak with customer service representatives and difficulty understanding representatives due to language barriers are mentioned.
  • Keyboard Issues: The keyboard not collapsing on the login screen, preventing access to bottom features.
  • Account Access Issues: Users being locked out of accounts after moving states or changing phone numbers, requiring in-person visits to resolve.

Frequently Requested Features

  • Ability to Print Transactions/Statements from the App: Users want to be able to easily print their transaction history directly from the app.
  • Faster Transaction Updates: Users want real-time updates on deposits, withdrawals, and Zelle transactions.
  • Option to Pay More on Principal for Loans: Users want the ability to specifically allocate extra payments towards the loan principal within the app.
  • Improved Zelle Functionality: Faster processing times and more reliable operation.

Strengths and Positive Aspects

  • Ease of Use (for Some Users): Some users find the app easy to navigate and use, with clear tabs and intuitive design.
  • Convenience: The app is praised for its convenience in allowing users to bank from anywhere and deposit checks remotely (when it works).
  • Helpful In-Branch Customer Service: Some users report positive experiences with BMO's in-branch customer service.
  • Security Features: Some users appreciate the security features of the app.
  • Bill Pay Functionality: Some users find the bill pay feature easy to use.

Prioritized Action Recommendations

High Priority:

  • Address App Stability Issues: Investigate and fix the root causes of the frequent crashes and freezes. This should be the top priority. Thoroughly test updates on various iOS devices and versions before release.
  • Resolve Login Problems: Fix the Face ID failures and password reset issues. Implement a more reliable and user-friendly authentication system.
  • Improve Mobile Deposit Functionality: Address the issues with check image recognition, signature detection, and error messages. Ensure the feature works consistently.
  • Reduce Zelle Transaction Processing Time: Expedite Zelle transaction processing to match industry standards (same-day or near real-time).

Medium Priority:

  • Enhance Customer Service: Reduce wait times and improve communication with customer service representatives. Consider providing multilingual support.
  • Fix Keyboard Issues: Resolve the keyboard getting stuck on screen issue.
  • Implement Printing Functionality: Add the ability to print transactions and statements directly from the app.
  • Provide Clearer Error Messaging: Improve error messages to be more informative and helpful to users.
  • Improve Account Recovery Process: Streamline the process for users who are locked out of their accounts due to phone number changes or other issues.

Low Priority:

  • Add Option to Pay More on Principal: Implement the functionality to allow users to allocate extra payments towards the loan principal.
  • Improve App Performance: Optimize the app for speed and responsiveness.

Opportunities for Startup Ideas

  • Mobile Banking App Debugging/Testing Service: A service that specializes in testing mobile banking apps on a wide range of devices and OS versions to identify and fix bugs before release. This could be valuable for banks struggling with app stability issues.
  • AI-Powered Customer Service Chatbot for Banking: A chatbot that can quickly and accurately answer common banking questions and resolve simple issues, reducing the burden on human customer service representatives. It could also offer multi-language support.
  • Secure Password Management Solution for Banking Apps: A secure password management tool specifically designed for banking apps, offering features like automatic password generation, secure storage, and seamless login.

Trends and Observations

  • Negative Sentiment Spike After Updates: A recurring pattern is that negative reviews increase after app updates, suggesting that updates often introduce new bugs or break existing functionality.
  • Language Preferences: While most reviews are in English, a few are in Spanish, indicating a need for multilingual support.
  • Shift in Sentiment After Bank of the West Acquisition: Some users noted a decline in app quality after BMO acquired Bank of the West.

Conclusion

The BMO Digital Banking app has significant potential but is currently plagued by stability and functionality issues that are driving negative user sentiment. Addressing the high-priority issues related to app crashes, login problems, and mobile deposit failures is crucial for improving the user experience and preventing customer churn. Investing in thorough testing and quality assurance before releasing updates is essential. Improving customer service and adding requested features will further enhance the app's value and competitiveness.

Overall Recommendation: Prioritize fixing the app's stability and functionality issues immediately. Invest in rigorous testing and quality assurance processes.

Original App Link

https://apps.apple.com/us/app/bmo-digital-banking/id538891526