Complaints
This profile includes complaints for First National Bank of Omaha (FNBO)'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 396 total complaints in the last 3 years.
- 108 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
5 charges by bogus companies, same people, over a month for nothing. Did not receive any services or physical goods. FNBO says they researched the charges and they were told it was for a gift card. When my wife called two of the companies, she was told it was for internet services. I have back up but we do not know how to upload it.
Business Response
Date: 07/11/2023
July 11, 2023
As you requested, we
addressed this matter directly with ***** ***** on July 11, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact ***** ***** directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Initial Complaint
Date:06/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After getting approved for a **** **** credit card that was processed through FNBO, I received the card approximately 9 days later. They current ad on their website says 50 cents off every gallon of gas purchased at ** or ***** for the first 60 days. When so went to purchase gas today with my new credit card, I was surprised that wasn’t given the advertised discount. The discount MAY be applied as a statement credit in the next 1-2 billing cycles. When I asked FNBO customer service about this, they wrote, “ When reviewing your statement and you do not show a 'Cents off Reward' credit then the discount was not a bp qualifying purchase or it was provided as a fuel rollback purchase price and you should review your receipt information.” So essentially, when you pump gas and use your **** **** Card within that first 60 days, you might not get the discount. It’s insanely false advertising. Do not buy any product from FNBO.Business Response
Date: 07/06/2023
July 6, 2023
As you requested, we
addressed this matter directly with ******** ******* on July 6, 2023 by way of letter. The customer should receive
the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact ******** ******* directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Initial Complaint
Date:06/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent a formal dispute to the company regarding my account requesting documentation showing that they ever provided me the consumer with any funds for the reported loan. I was never supplied any information. I paid the loan in full and the account was never credited and the payment was never returned. Which is acceptance of payment and in turn satisfaction of the debt. They continue to report in accurate to derogatory information to the consumer credit reporting agencies. They use abusive calling practices with obscene language and caused my wife months of heightened anxiety and bouts of depression. The have violated my consumer rights over and over again and have charged off the account in question and are now pursuing debt settlement for something that has been settled. Month after month they provided me with fraudulent statements presenting me with a positive amount on the statement and asking that it be sent to them as a payment. How can you pay a positive amount? The company has violated numerous consumer protection laws regarding this account and many others I'm certain.
account number *********Business Response
Date: 07/07/2023
July 7, 2023
As you requested, we addressed this matter directly with ******* **** on July 7, 2023, by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact ******* **** directly. Please let us know if you have any questions regarding
the resolution of our inquiry and thank you for taking the time to bring this
matter to our attention.Initial Complaint
Date:06/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/2/23 I received a strange call claiming to be FNBO Fraud department, letting me know that my entire account was frozen. No prior notification in any form (mail or email) was provided. Out of the blue, everything was frozen for me, I can't see any of the transactions prior to the freeze, I can't see my balance, I can't pay the card. Thinking that it was scam, I called the number on the back of the card. I was transferred to the "research" department, where they told me that I need to provide a copy of my Driver's License and social security card in order for them to review my account. And the only way to get that info to them was either by mail or fax. I refused to do that, since on their website, it specifically states to not provide any personal information in that format. I requested for a secure portal to be provided to me so I can upload the documents. They said they don't have one. I asked to go to a physical branch to physically prove my identify, they said they don't have a branch around me. I also asked about the status of my pending rewards, they had no answer. I asked if I'm still acruing interest fees while my account is on hold they said yes. This is in a situation where I HAVE NO ACCESS TO ANY TRANSACTIONS ON MY CARD, NO ACCESS. I asked to speak with a Manager, they refused my request. Both individuals that I spoke to were extremely rude to me. They said they mailed me a letter, I never received anything from them. I'm coming up to my payment due date, they want me to pay the card without being able to review my account and charges on the card. In other words, I have NO CONTROL of the situation. Per my research, this is unlawful practice by the Bank and I will be reporting them to FTC.Business Response
Date: 06/20/2023
June 20, 2023
As you requested, we
addressed this matter directly with ******** ********* on June 20, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact ******** ********* directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Customer Answer
Date: 06/22/2023
Yes, the letter came in, as I mentioned it in my original complaint, but they are requesting me to provide my utmost personal information in a very unsafe way and I refuse to do that. Plus, they haven't provided me with any explanation as to why my account has been placed under review, and they're asking me to send the a physical copy of my social security card. Never has any other financial institution had requested me to do that before. Mailing that information is not safe. The email that they included in the letter is also not safe, I don't know if it provides an encrypted way of sending them the documentation they're asking for. Overall, as a customer I do not feel safe to send my documents to them the way that they're asking me to do. And they're not willing me to provide with any other alternative.
Complaint: ********
I am rejecting this response because:
Sincerely,
******** *********Business Response
Date: 06/30/2023
June 30, 2023
As you requested, we
addressed this matter directly with ******** ********* on June 30, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact ******** ********* directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Initial Complaint
Date:06/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
FBNO refuses to credit clearly fraudulent charges back to my credit card.
It has a very poor website and limited communication tools for customers - clear fraud should be easy to dispute.
On 11-18-22 I made a suspect purchase on a website (price too low). The website appeared to be direct from ***** (expanding from clothing to additional items) so the pricing was possible but suspect. I watched the transaction intensely until the company sent a bogus tracking number (unrelated to the order or my address). I attempted to contact the website directly with no response...
I disputed the charge with FBNO on 12-12-22. It was clear fraud (with charge card information obtained under false pretenses & zero intent to deliver merchandise). FBNO has failed to reverse the charges (or complete a competent investigation).
[I provided additional information to "reopen" their "investigation" via telephone and I requested an update on the investigation on 5-22-23.]
FBNO is failing to provide customer protection from fraud by promoting bureaucratic red tape in their dispute investigation process. Simple fraud should be a simple fix.Business Response
Date: 06/15/2023
June 15, 2023
As you requested, we
addressed this matter directly with Joey ***** on June 15, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Joey ***** directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Initial Complaint
Date:05/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My money was Fraudulently stolen from my bank account last Wednesday 5/24/23 Went to the bank the next day (On 23rd) and was treated poorly. Got my money released but put on hold Saturday was told I cannot touch it till the person who places the freeze on my account releases it. Today 5/30/23 someone went through the drive through at the **** ****** bank and still was able to take the disputed money out, even though I gave them a picture of my ID that I currently have and told them not to allow the other to be used. As well as I was lied to a few hours prior to this saying my bank account was safe. They still allowed the ID to be used. The teller also forced the transaction to go through as the account was on freeze when they are not supposed to do that.
Here is a screenshot of the Forced transaction.Business Response
Date: 06/15/2023
June 15, 2023
As you requested, we
addressed this matter directly with Jessica **** on June 15, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Jessica **** directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Initial Complaint
Date:05/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
First National Bank of Omaha (FNBO) sent a letter dated 4/28 alerting me that I needed to use my card or they might close the account due to inactivity. I used the card to purchase birthday gifts for myself in mid-May. Last week FNBO sent a letter stating my account was closed due to credit reasons. I was alarmed bc this meant I was now holding a balance on a closed account (not good for credit) and also noticed the letter had an incorrect credit score - which stated my credit score was attained 5/10/2023. I monitor my credit using Experian and keep track of my score which is currently above *** with all 3 agencies. I called FNBO to see 1) why they would beg me to use my card only to close the account and 2) how the credit information they used as an excuse to close my account was vastly different from what I know from having an Experian membership. The customer service woman I spoke with Angel was kind, understanding of my frustration but unable to give answers beyond a script. Her manager Tyler was the opposite. He told me the letter I received was a form letter and unrelated to the credit decision. He advised me to take my issue up with Experian. I called Experian and was advised that FNBO was lying - they had sent no info to FNBO and I was correct about my scores. They told me that FNBO likely chose to create this credit issue as an excuse to close the account rather than cite inactivity. I've had this account since 2016 and never been late. My credit is important to me. I actually think the credit info they used is from 2016 when I opened this account bc my credit hasn't been in the **** in YEARS. Because of this closure I am down almost $** in available credit. I'm also out of pocket the entire $*** I put on the card because they encouraged me to use it! Only to have to pay it all off rather than have a standing balance on a closed account. This business needs to be red-flagged for its dishonest and predatory practices.Business Response
Date: 06/13/2023
June 13, 2023
As you requested, we
addressed this matter directly with Janee ****** on June 13, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Janee ****** directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Customer Answer
Date: 06/27/2023
I received the communication from First National Bank of Omaha and I am not satisfied with the response. They responded claiming they received credit information from Experian however I communicated directly with Experian and was told they sent FNBO no such thing. Experian also confirmed the credit information that they have provided me with (see attached). None of my scores are *** - the number communicated to me by FNBO -- I haven't had a score below *** in years and am attaching my scores from all three credit bureaus below. My issue is that I have been a FNBO customer for SEVEN years without a single late payment and I had them close my account while I literally had pending hotel reservations. Their actions have embarrassed me, left me feeling confused. Customers have a right to know you can do business with this company for SEVEN years and have them make a decision to close an account in good standing. They claim the closure wasn't related to the account's inactivity but the credit reason makes no sense.Initial Complaint
Date:05/30/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last month, I got an alert on my credit card that an account had been closed. When I logged in, it said that my **** *** ***** ********** account issued by FNBO was cancelled. To find out why, I contacted FNBO. They told me that my account was not canceled and that they had mail returned to them that was sent to my address. They said that they would send me a new card and that would rectify the situation. After waiting a few weeks, I called back and they told me that my new card would be shipped this week. I called again this week and was told that my account was indeed canceled all along. I understand that credit card issuers can cancel your credit at any time for any reason, but I was lied to several times by this company and made promises that they never followed through on. Furthermore, I have informed delivery through USPS and I have never had any trouble with mail being returned that has been sent to me. As a consumer, I find it appalling that I spent hours on the phone just to be lied to. This is time that I can never replace. In addition, I take my credit and my credit report very seriously and their actions have damaged my credit. If they would have followed the simple resolution that they promised in the first place, this situation would have been rectified easily. I was never contacted by phone or email that there was a problem with my account. If I had been, I would have swiftly corrected the problem. I have always paid my bill on time and have a perfect payment history on my credit report.Business Response
Date: 06/13/2023
June 13, 2023
As you requested, we
addressed this matter directly with Benjamin ***** on June 13, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Benjamin ***** directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Customer Answer
Date: 06/17/2023
Better Business Bureau:
I have received and reviewed the letter sent to me by FNBO. They have exceeded my expectations and resolved this manner in a positive manner.Thank you,
Benjamin *****
Initial Complaint
Date:05/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 4/27/2023 was offered balance transfer rate of **** % which their system kept having error messages each time when I kept trying to transfer the amounts. on 4/29/2023 balance transfer was rejected for **** by the Rep Micheal, and so I went again did a transfer for **** as requested by Michael to do, was told that when thru as per the website and also the the amount of **** said it was approved and went thru. But today seeing that the **** was reverted back to my account and FNBO has no idea why as I told the Rep Jenn today 5/4/2023 that that amount was revert and to try again I also explained to her that I didn't want to lose the ****% rate and I do not want the ****% that is now offered I was also told by her that they will make sure I get the ****% rate. I was to make sure this is true as this why I was doing the transfers int he first place for that ****% This has been the worst experience I have had with First National Bank of Omaha something is broken here when trying to do transfers as all mine failed and had to try again and probably losing my ****% rate which ended 4/30/2023. I hope they honor what I was told by the Rep Jenn that I was going to get the ****% rate when I did the new request today 4/4/2023. As I do know they record conversations. I wish to be contacted by someone in regards to this issue please. I also received a letter in the mail stating that the balance transfer went thru so why revert the ****? I want to make sure that all balance transfers go thru and get the rate of ****%Business Response
Date: 05/18/2023
May 18, 2023
As you requested, we
addressed this matter directly with Keith ******* on May 18, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Keith ******* directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Customer Answer
Date: 05/18/2023
Complaint: ********
I am rejecting this response because: I have not received the information as stated by the business. I have not received anything yet.
Sincerely,
Keith *******Business Response
Date: 05/23/2023
May 23, 2023
Please allow 7-10
business days from the date in which the letter was sent, which was May 18,
2023. If the letter has not been received by May 28, 2023, please let us know.
As you requested, we
addressed this matter directly with Keith ******* on May 18, 2023 by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Keith ******* directly. Please let us know if you have any
questions regarding the resolution of our inquiry and thank you for taking the
time to bring this matter to our attention.Customer Answer
Date: 05/24/2023
I have yet to receive anything from the business and this complaint should have never been closed. Nor has any contact by the company been made. Why close this till contact was made by the company?Initial Complaint
Date:05/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company and its fraud practice,swindle people out there money,but a outrage debt on me and my kids. After several attempts to make it right,stuck a **** lawyer on me and put a lien on my house. Took money out my account. Then after selling the loan,still harassing me. They got more then I owed and still has a lien on my house after funds have been given and accepted in Oct/Nov of 2022Business Response
Date: 05/18/2023
May 18, 2023
As you requested, we addressed this matter directly with Watasha
******* on May 18, 2023, by way of letter. The customer should
receive the letter in the next 7-10 business days. However, in the interest of
protecting our customer’s confidentiality, we are unable to provide you with
the details of our letter. If you would like further details, please contact Watasha
******* directly. Please let us know if you have any questions
regarding the resolution of our inquiry and thank you for taking the time to
bring this matter to our attention.
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