BMO Bank complaint: Horrible customer service

After getting a credit that I missed a payment on this card we never use I tried logging in on the website(it was an annual fee charged and I have never received my estatements since I signed up for them) – although I have my card number and password they added a step where they send you a code to a phone number – problem being its our old landline number they have on file which we don’t have plus you can’s send a code to a landline.

2,5 hours on hold finally talked to someone who said one of my answers didn’t match – so instead of telling me which question she said I have to go to my branch – we live 175km from a BMO branch – not driving there for nothing. so I asked to speak to a supervisor. She pretended to try and get ahold of one, put me on hold for another 12 hour to come back and tell me she’ll have the supervisor call me – gave my number – surprise, surprise – no one called back .

Next day call in again – the automated service said expect a 2 hour wait – 4.5 hours someone finally answered – same thing except he offered his supervisor right away – now it’s been another hour on hold I’m still waiting on supervisor. I’m doubtful I will get anywhere today – in which case I will pay the annual fee just to clear it up and call and report it lost and cancel my account totally.