Ottawa resident Katya Feder says she is about over $14,000 following a global money transfer made from her account. She believed she was speaking with BMO staff on the phone and provided a one-time passcode.

Feder relays the details to Patricia Boal and says the bank should be taking more proactive measures.

In a statement to CTV News, BMO says it "encourages customers to be diligent in protecting their online and mobile credentials, to sign up for BMO Alerts to monitor their account for suspicious transaction activity, to frequently change their password or PIN and to never disclose passwords and One-Time- Passcodes.

"In the normal course, when a customer receives a one-time passcode, it is accompanied by the following disclosure: 'Warning: this code grants access to your accounts. Calls to request it may be a scam. If called, hang up and call the number on BMO card.'"