FIRST NATIONAL BANK OF OMAHA

2017-11-01

Omaha, NE

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-31

TX

Communication tactics

Debt collection: I do not know

You told them to stop contacting you, but they keep trying
Complaint: I explained to the person who answered that I have no nor have I ever had any business with XXXX XXXX XXXX. After that the calls increased in frequency, several per day at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2017-10-29

Wonder Lake, IL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: First National Bank of Omaha, XXXX account. The credit card issuer is refusing to dispute the charge with the merchant. In the first week of XXXX I called the bank to dispute the purchase on my card which was a recurring charge from XXXX XXXX XXXX at XXXX that happened on XXXX XXXX when I was out of the country. I have cancelled the service on XXXX XXXX pursuant to new automotive coverage I purchased on XXXX XXXX deeming the service no longer necessary. After a very long wait time the representative told me that the purchase will be disputed and the temporary credit issued ( it was n't ). I also XXXXquested that the XXXX XXXX XXXX charges be no longer accepted. However when I received the statement XXXX weeks later it appears that the purchase was not only not disputed but the new charge from the XXXX XXXX XXXX dated XXXX XXXX allowed. When I called about this, again after about XXXX min wait, I was told that the XXXX purchase was not disputed since the company has 30 days from the original time to have the dispute initiated, contrary to what I was told on the first call in the beginning of XXXX. I requested the supervisor to review the call and inform me why the XXXX charge was not disputed contrary what was communicated. Furthermore on XXXX/XXXX/XXXX I received a statement from the bank that it will not dispute the charge after all and that it is my responsibility to contact the XXXX XXXX XXXX ( I did so twice in XXXX and XXXX ) to have the charge credited. Issues : 1 ) Why the the bank has a very long wait times to even get a basic service? 2 ) Why the CSRs are misrepresenting the dispute process and telling people that the dispute will be initiated and escalated when it is n't? XXXX ) What does it say for the corporate culture that is not protecting consumers from unauthorized charges and allowing 30 days for additional unauthorized charges and possibly illegal behavior to occur? 4 ) Why is it ok by the bank representative to say to the consumer that the dispute is initiated when in fact it is n't and the bank feels it has 30 days to do so contrary to what is represented? 5 ) Is the refusal to dispute the charge a form of retaliation for the criticism of its operations as it appears to be in my case? 6 ) In its communication to me the bank stated it requires proof of the cancellation of the XXXX XXXX XXXX service. Since the enrollment and cancellation transactions took place on the phone does it require both transactions to be recorded? Since it is illegal for anyone in IL to record transactions without prior consent, does it mean that as consumer of the bank I have to violate the law since the XXXX XXXX XXXX reps refused to give me a consent for the call to be recorded? Sincerely. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-10-25

Orlando, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: On checking my XXXX XXXX, XXXX statement, found a purchase charge of XXXX unauthorized by me. Checked other previous statements and also found the same charge going back to XXXX XXXX. Wrote letter to company, XXXX XXXX on XXXX/XXXX/XXXX. As there was no answer to my letter, wrote again on XXXX/XXXX/XXXX. There was XXXX change, though, in my XXXX statement : no XXXX charge. I have to say I made a late payment in XXXX this year. My due date was the XXXX ; I paid on XXXX/XXXX/XXXX. Called the company then, I was given a different date to pay -- the XXXX of the month beginning in XXXX XXXX. I have been charged late fees since then. On XXXX XXXX statement shows " available credit '' of XXXX. All other statements show XXXX balance available
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-24

Santa Clara, CA

Attempts to collect debt not owed

Debt collection: Credit card debt

Debt is not yours
Complaint: COMPLAINTANT 'S ADDRESS : XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, CA XXXX CREDITOR : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX DATE OF COLLECTION NOTICE : XXXX XXXX, XXXX ACCOUNT NO.-LAST 4 DIGITS- XXXX Current Bal. : {$3000.00} PAYMENT : {$480.00} Two months ago, I wrote to XXXX XXXX XXXX XXXXXXXX, Disbute address : First National Bank of Omaha, XXXX XXXX, XXXX, XXXX XXXX, after phoning numerious times to Customer ServiceXXXX ( XXXX ) XXXX, concerning a " BOUNDED PAYMENT OF XXXX XXXX-made on-line ) on XXXX XXXX. Also XXXX, recieved a payment via my bank on XXXX XXXX, XXXX {$35.00}, which was my regular minimuim payment requirement. NO RESPONSE FROM XXXX XXXX XXXX Disbute Department. I phoned XXXX, to state I did NOT AUTHORIZE NOR SEND THIS PAYMENT OF {$420.00}, but did claim the payment of {$35.00} as mine that I authorized my banking instutuion to send on " bill pay '' schedueling. I explained, This payment must of been issued by my Trustee, unknowingly to myself. For if I knew, Trustee would be sending such a hugh payment, then I would not of mailed my {$35.00} payment requirement. I then asked XXXX, why did XXXX do a CHARGE-ON TO MY ACCOUNT, WHEN I DID NOT AUTHORIZE THIS PAYMENT? XXXX explaination was they did not do a charge on, but an reverse charge. I stated if a reverse charge was done, then my balance WOULD BE NOT OVER LIMIT. XXXX insisted she was correct, but statements and collection notices state otherwise. I made my last phone call to XXXX XXXX XXXX XXXX on this date of XXXX XXXX, XXXX, Once again stated to go after Trustee whom bounced the payment, XXXX added payment as a charge on to my account plus additional fees and late charges onto this amount now claiming to also be owed to XXXX., while I continue to make my required monthly payment, NOW EXCEEDING THE REQUIRED XXXX per month regular monthly payment that XXXX, keeps attaching to my account, due to a fraudulent payment I DID NOT AUTHORIZE! COMPLAINTANT 'S CHECKING ACT-Ended in XXXX. TRUSTEE : XXXX XXXX XXXX XXXX XXXX, XXXX, CA XXXX XXXX ( XXXX ) XXXX TRUST CHECKING ACT # ending in XXXX. TRUSTEE and I exchanged : " XXXX '' on-line information previously, because I asked that this credit card balance be paid in full several times in the past. I assume XXXX, recieved their respective balances. Since my last request to Trustee, went unanswered. Found out, Trustee had put a " BLOCK ON HER CELL PHONE '' TO BLOCK MY INCOMING PHONE CALLS & TEXT MESSAGES. I UNKNOWLY DID NOT REALIZE THIS WAS PLACED AGAINST ME OR WHY. Then out of the blue, I saw that payment of {$420.00}, come to my account, and in " Good faith '' that Trustee, was comitting a " Good Will Gesture '', by sending an additional payment. Later found out, by watching XXXX cell phone App., this was not the case., which prompted me to phone customer service, and write a letter to disbute this charge on payment that XXXX did not respond back on but rather to go directly into collections piling on hugh fees and late charges onto a payment I DID NOT MAKE, SEND, AUTHORIZE, PROOF IS MY REGULAR PAYMENTS STILL BEING MADE OF MYSELF EACH MONTH. TRUSTEE HAS BEEN CAUGHT SELF DEALING OUT OF 2 TRUSTS IN OUR FAMILY. First F.A.S.T. Investigation into stolen trusts had been closed, due to insuffficent documentation. But recently and on this date has been reopened for further investigation by : DISTRICT ATTORNEY 'S OFFICE COUNTY OF XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX Phone- ( XXXX ) XXXX XXXX ( XXXX ) XXXX XXXXXXXXXXXX There is nothing more I can do, nor discuss because XXXX XXXX XXXX refuses to discuss this matter as a disbute issue and XXXX XXXX XXXX blantly and addamently wishs to presume monitary gain of unjust fees, interest, late charges to promote their consumer into bad credit ratings, just to make a buck.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-24

Cornell, IA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-24

Jefferson, NH

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with cash advances
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-10-23

Erwin, TN

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-22

Glens Falls, NY

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-21

NY

Trouble using your card

Credit card or prepaid card: General-purpose credit card or charge card

Can't use card to make purchases
Complaint: I have a credit card from First national bank of Omaha, which I have been actively using since the day I obtained it. I have always made regular payments to this card without ever being late or delinquent. I recently tried to use the credit card at a store but my card was declined, I assumed this would be some issue with the terminal there, so I paid using cash. Later I got a letter from the bank ( dated XXXX, 2017 ) saying that they observed some unusual activity on my account and they have blocked my credit card temporarily. I was also asked to call on a phone number mentioned on the letter to get this issue resolved. When I called the bank on XXXX XXXX 2017, I was told that they can not provide me any information or explanation as to why the card was blocked, and I need to fax them my state ID, SSN and a utility bill. They also refused to send me a written or email communication asking for these documents. I am not comfortable sending all these documents to the bank, I am also having a hard time making payments since the credit card no longer works. I would really appreciates if CFPB could look into this matter and help me get this issue resolved with the bank
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-19

Omaha, NE

Closing an account

Checking or savings account: Other banking product or service

Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-11

Nyc, NY

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: My credit card statement for XX/XX/XXXX stated my total balance due was {$1800.00}, which I paid by check and sent it in well before the XX/XX/2017 deadline. My credit card last four are XXXX. Recently I received another bill stating I owed additional money. When I called the company, Friday XX/XX/17 at XXXX XXXX EST I spoke with XXXX and then a supervisor named XXXX who both stated I owed interest after my payment. They refused to remove the charges. This is clearly misleading billing. Please find attached a copy of the disputed monthly bill from FNBO. My point is the bill clearly states the total balance ( New Balance ) due. If I call Customer Service to make a payment by phone, the voice prompt asks if Id like to pay the bill in full ( Statement Balance or Current Balance ), which is identical to the amount shown on the statement. There is not an option on the paper bill or by phone to pay the now claimed higher total amount due. It is very unclear where FNBO claims they disclose the total amount due is NOT the balance due on the paper statement or by voice prompt via Customer Service dial in telephone. How, where and why do they disclose that a future payment will be added. I am stating the billing practice is not fairly disclosed and they should not have the right to bill me more after I pay the Amount Due/Statement Balance/Current Balance. In every portal to communicate with the company ( website, paper statement, voice call to recorded machine ), the expected amount due is not listed, but rather the amount due that I paid. Lastly, it is not true that the company could not or was unable to post the expected amount due as my balance was very, very predictable and so was my interest charges. It is extremely misleading and I feel very unfair. This is fifth grade algebra. Please help me to ensure this misleading billing practice is discontinued.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-10

Omaha, NE

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: In summary- In XX/XX/XXXX, we started an company that went under and filed Chapter XXXX in XX/XX/XXXX. The chapter XXXX was discharged in XX/XX/XXXX, when we noticed that our Mortgage and Home Equity Line was showing closed on all three of our credit bureaus. When we set up the Chapter XXXX we continued to pay our mortgage and home equity line normally and not through the trustee. We contacted the three credit bureaus to have the information corrected and submitted online and mail disputes. Then the credit bureaus removed our mortgage and home equity line from our bureaus and advised that First National Bank of Omaha was the only person that could correct or credit reports. On XX/XX/XXXX we hand delivered a written request to First Nation Bank ( which was signed by XXXX XXXX Retail Branch Officer on XX/XX/XXXX ). After waiting a couple of weeks we called First National Bank f Omaha on XX/XX/XXXX, to inquire on the status of our correction and was notified by XXXX XXXX ( lead Specialist in the Mortgage department ) that she had never received the letter. We explained to her what was going on with our credit bureaus and that our mortgage and Home equity line was not reporting correctly to our bureaus. She advised us that since we filled chapter XXXX this is what happens. We contacted our bankruptcy attorney ( XXXX XXXX ) and he advised that this was not correct and advised that chapter XXXX was there to protect the property of those filling bankruptcy which he sent them an email stating : From : XXXX XXXX [ mailto : XXXX ] Sent : Tuesday, XX/XX/XXXX XXXX XXXX Cc : XXXX, XXXX ; XXXX XXXX Subject : [ External ] RE : RE : Re : mortgage XXXX, This statement below is not accurate. When a person completes a chapter XXXX case they do not discharge mortgage obligations unless they specifically surrender the home in the Chapter XXXX Plan. The entire idea of Chapter XXXX is to protect homes and to reinstate delinquent mortgage debts. The First National note is not discharged and the bank should continue reporting to the credit bureau. Here is a good article on this topic : XXXX XXXX XXXX [ XXXX ] First National has the best people working for it. In fact, XXXX of the very best is the great attorney, XXXX XXXX, who frequently represents the bank. You may want to run this by XXXX XXXX. XXXX, let me know if we can get this corrected. XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX & XXXX XXXX Attorneys at Law XXXX XXXX XXXX XXXX, XXXX, XXXX. XXXX XXXX XXXX XXXX, XXXX, NE XXXX, ( XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX , XXXX, NE XXXX ( XXXX ) XXXX Fax : XXXX XXXX XXXX [ XXXX ] XXXX : XXXX So after that email from our attorney First Nation Bank agreed to reinstate my Mortgage but only from the date of discharge of the chapter XXXX with one late payment ( which we were out of town and First Nation Bank doesnt except online payments for mortgages ) so for the past 14 years they will not report our good payment history prior to the discharged date. So now our mortgage payment history shows 11 payments, with one late which shows as a derogatory mark on our credit. And they flat out refuse to report our home equity line at all. So after several attempts to get XXXX XXXX to correct our credit bureaus with no success we do some research on the fair credit reporting Act and find out what they are doing is reporting incorrect information for the purpose to hurt our credit. We contacted Erins boss at First National Bank, XXXX XXXX ( The Director of Retail Consumer and mortgage collections ) who advised us this : From : XXXX, XXXX [ mailto : XXXX ] Sent : Thursday, XX/XX/XXXX XXXX XXXX To : XXXX ' Cc : XXXX , XXXX ; XXXX , XXXX Subject : Re Mortgage Hello, XXXX XXXX forwarded this message to me, I am the XXXX of the Retail Consumer and Mortgage Collections within our Customer Operations Management group. I was contacted two days ago by ( US ) and I have been working to answer these similar questions she has directly contacted me to answer. Rather than have communication coming from both XXXX and I, I will answer this for you, on behalf of First National Bank. I also have left a message with ( US ) and will be calling her back shortly to respond to her request she made late yesterday. In my response to her, I was going to recommend that she speak with her bankruptcy attorney so that you can help her with any confusion that may exist. Here are responses to a couple of claims and requests she has made, which are similar to what you have asked on her behalf. 1. She continues to claim that her Mortgage and Home Equity line of credit were never included in the Chapter XXXX bankruptcy and that we are reporting this incorrectly. We know that we were included on the schedule for secured creditors and that when she filed Chapter XXXX her Mortgage and Home Equity are included. They were paying outside the plan during this time, but it is correct for us to report this as the customer being in Chapter XXXX bankruptcy during that time. 2. Regarding the credit reporting, yesterday I explained that according to our credit bureau guide and Director of that area, we do not report payment history from time of petition up to discharge. After discharge, we can report the history and we have done so on the Mortgage since discharge. We will not be reporting payment history during the bankruptcy period. 3. She also asked about the reporting of the Home Equity products, as they are no longer reporting on their credit reports. When I am able to speak to her, I will tell her that First National stops reporting to the credit bureaus for home equity products at the time of bankruptcy. We will no longer report this trade line. If you have any further questions, you can reply or contact me directly. Regards, XXXX XXXX XXXX, Customer Operations Management ( XXXX ) XXXX Today 's date is XX/XX/XXXX, and this matter has not been correct and First National Bank of Omaha is still not reporting our mortgage or our home equity line to all of the three credit bureaus. We have all corresponding emails and letters to collaborate any information needed. Thank you in Advance for your help
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-10-03

Loves Park, IL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with non-monetary relief

Timely Response

2017-10-03

North Shore, LA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2017-09-30

Brooklyn, NY

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-28

Navasota, TX

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with rewards from credit card
Complaint: My XXXX card includes the benefit of up to {$100.00} reimbursement per year of incidental airline expenses. On XX/XX/XXXX I made two {$25.00} charges to the card for baggage fees. The {$50.00} has not been reimbursed, despite my repeated requests to the issuing bank and the concierge. The official card website ( XXXX XXXX XXXX ) states " Cardmembers should allow 2-4 weeks after the qualifying incidental air travel fee is charged to the Card account for statement credit ( s ) to be posted to the account ''. Obviously that time frame has long since passed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-09-27

Clarkesville, GA

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Application denied
Complaint: I received a message on my XXXX account saying I was pre-qualified for this card. I received a hard pull on my credit report, which resulted in my credit score dropping several points. I was denied, DESPITE the link saying I was pre-qualified. I would NEVER have applied for this credit card if it had n't told me I was pre-qualified, because I do not like getting hard pulls that lower my credit score only to be denied.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2017-09-26

Northville, MI

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-21

Wilson, CT

Struggling to pay your bill

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company won't work with you while you're going through financial hardship
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-20

Bullard, TX

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: First National Bank of Omaha today re-aged my original bankruptcy date from XX/XX/XXXXto XX/XX/XXXX. This is a violation of the FCRA and a violation of the bankruptcy order. This company continues to do this every time they submitted updates to the credit bureaus. Attached is proof of this activity. The credit bureaus say its the creditor and the creditor says its the credit bureau.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-19

Irvine, CA

Other features, terms, or problems

Credit card or prepaid card: General-purpose credit card or charge card

Problem with customer service
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2017-09-15

Crossings, FL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-15

Anaheim, CA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Investigation took more than 30 days
Complaint: I am a victim of identity theft. On XXXX XXXX, 2017 some body used my SSN and open a credit card with First National Bank. Some time in XXXX I received a billing statement for a balance of {$7100.00}. I contact First National Bank and explain what happen. I spoke with the vice president XXXX and explained it to him and XXXX XXXX said I am not liable for this account. I followed up with the bank today XXXX XXXX, XXXX and I spoke with XXXX in the fraud department and I asked him about this credit card and he said there is still a balance on the account. I explained it to XXXX, I did not open this credit card and he said will investigate on it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2017-09-14

White Hall, PA

Managing an account

Checking or savings account: Other banking product or service

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response