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
- 394 total complaints in the last 3 years.
- 106 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:03/07/2023
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 paid for vehicle service repair but I did not receive anything in return. I provided the bank credit card with third member proof in my favor but the bank and merchant teamed up against me, they never will refund any customer. Perfect scam the dealer and bank ***** credit card are able to charge for no repair service.
Business Response
Date: 03/22/2023
March 22, 2023
As you requested, we
addressed this matter directly with Chad *** on March 22, 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 Chad *** 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:03/03/2023
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.
I paid of a personal loan for over ***, never once late. I opted into paperless settings and requested an email change for billing correspondence during my loan period. FNBO never uodated my email. When my final payment was drafted I believed my loan was paid off. I never received a phone call, email, or letter indicating I had a $** balance remaining. FNBO never reported 30,60, or 90 day late payments for unknown balance of $** of a *** loan--which certainly would have notified me at that point since FNBO never did. I suddenly am notified by a credit bureau alert that I now have a delinquent account reporting as an unpaid charge off account for again, ** dollars! I have no other negative history on my report and my family is unable to be approved for a mortgage as this has lowered my score by over *** points. When I contacted customer service I was assured in writing that this would be corrected and the account would be uodated to current after we paid the ** dollars. They advised the email request never was completed on their end and apologized. The account was corrected in February 2023 but now again has reverted back to a delinquent charge off and the next customer service people we spoke to told us the exact opposite from the first, that the ** dollar charge off stands. FNBO never uodated our contact info and we had auto payments set up to ensure the entire balance was paid in full every month. Why one last amount for ** dollars went undisclosed until point of charge off is crazy. Had fnbo changed our email as we requested years ago, called us, even reported a 30 day late to the bureau all of this could have been avoided over again ****** ***** dollars!!!!!! Please contact me to address this situation immediately. The account is still showing delinquent and unpaid although it has been paid. We are asking the charge off status be reversed as promised due to the unique situation in which fnbo dropped the ball.Business Response
Date: 03/23/2023
March 23, 2023
We are
currently still completing our investigation in regard to the customer’s
complaint. We apologize that we are unable to complete our investigation and
respond within the timeframe provided. A response of our investigation and
resolution of the complaint will be provided within 60 days of the initial
complaint, May 2, 2023.Customer Answer
Date: 03/27/2023
We can close this complaint. The bank removed the delinquent account and charge off status as requested and is now satisfactory.Customer Answer
Date: 03/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Trevor ******Business Response
Date: 05/02/2023
May 2, 2023
As you requested, we
addressed this matter directly with Trevor ****** on May 2, 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 Trevor ****** 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:03/02/2023
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 purchased a rental car through *********. On December 27th I went to pick up my car from the ******* Airport. I waited in line for 3 hours and I still didn't get to the front. I missed my event that costed me over $***** and I had my wife and kids with me. We couldn't wait any longer after sitting in line for 3 hours with kids and had to take ** **** to our hotel. I contacted ********* and the lady that I talked to that night told me to file a dispute with my Credit Card Company, so I did. They issued a credit and now I'm being charged back by *********. My bank says that this is because of ********* and they wont refund it and ********* is telling me that its my bank. Nobody will help me and I'm out $*** as they both keep pointing the finger at each other. All I want is a refund, nothing more. They claimed to provide me a service for my car rental but it was never attainable and caused mass chaos for my family and ruined the first two days of our trip. * ******* ** **** ** ****** ** *** *** **** **** ***** ** ** *** ******** ** ******** **** **** ** ******* ** *** **** ** **** *** *** *** *******Business Response
Date: 03/17/2023
March 17, 2023
As you requested, we
addressed this matter directly with Jesse ******** on March 17, 20203 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 with
Jesse ******** 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:03/02/2023
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.
Consistently receive ' poor I could care less about you as a customer 'customer service. Almost 99 percent of the time the service is sub par. Can this be corrected please. Greatly appreciate it. Know you must be a great company, but customer service in no conveys this.Business Response
Date: 03/17/2023
March 17, 2023
As you requested, we
addressed this matter directly with Gwendolyn ***** on March 17, 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 Gwendolyn ***** 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:03/01/2023
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 January 1 2023 I wrote a letter communicating to FNB Omaha about some late payments showing in my credit report. I asked them to please update this information by removing the late payments because I never gave written consent or authorization for this to be public in my report. That is idnetity fraud . I asked them to update me on the situation and they never did all I received was a letter that I am attaching with this complaint stating everything was fine on their end . I also wrote to the Credit reporting agencies about this matter and nothing has been resolved. I submitted a separate complaint in it alsoBusiness Response
Date: 03/14/2023
March 14, 2023
As you requested, we
addressed this matter directly with Nicole ********** on March 14, 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 Nicole ********** 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:02/27/2023
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 is in regard to a credit card dispute for unauthorized balance transfers. Have spoken to this bank and filed for fraud with them. They denied my clam. My account was hacked with information from my phone. Leaving me with a ***** dollar balance with unauthorized transfers, I’ve had no access to any of these transactions as I was never notified at the time of occurrence.Business Response
Date: 03/14/2023
March 14, 2023
As you requested, we
addressed this matter directly with Paul ***** on March 14, 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 Paul ***** 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: 03/14/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
Paul ********* *** ******* They didn’t resolve my request. They just said that they didn’t believe my account was subjected to fraud. When I know very well it was. I’ve closed both of my accounts with them. But I want the account that has ***** to be removed so that it does not go to collections this is outrageous. I’m a proud citizen of the United States. And to have a fraud department treat me like this. They should be ashamed
Business Response
Date: 03/28/2023
March 28, 2023
As you requested, we
addressed this matter directly with Paul ***** on March 28, 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 Paul
***** 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:02/17/2023
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.
Credit card company sent me a prequalified offer in my mail to apply for one of their credit cards. I made an application and they declined me. Called customer service to confirm why this was denied if anything has change on my credit report but they were ********* **** *** unable to confirm anything for me not even the reason for the denial. Now I have a damage in my credit report and unable to figure out why. This is a scam and I need this damage on my credit report removed.Business Response
Date: 03/07/2023
March 7, 2023
As you requested, we
addressed this matter directly with Andres * ***** on March 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 Andres * ***** 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:02/17/2023
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.
Received a letter that my credit limit was decreased due to a returned payment (account ending in ****). My checking account was hacked and one payment was returned as a result. I have never paid a bill late and should not be penalized. Requesting to be adjusted back to original credit limit as my score has dropped ** points and I am in the middle of a mortgage process. Thank you.Business Response
Date: 03/09/2023
March 9, 2023
As you requested, we
addressed this matter directly with Kevin ********* on March 9, 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 Kevin ********* 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:02/15/2023
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 January 9, 2023 I tried to pay off my First National Bank of Omaha credit card by making a payment online which didn't seem to go through because I didn't get a confirmation number like normal. So because of the amount of the payment which was **** dollars and some change I called the FNBO customer service number to see if the payment went through. I was advised by the lady on the phone multiple times that the payment did not go through and that I could make a payment over the phone. I again asked if the payment went through because I told her that I didn't want to be double charged to which she told me that it did not. So I went ahead and made a payment. The very next day I had 2 charges for the same amount of **** and some change. I have called and talked with multiple people with FNBO to be told different things most of the time about getting a refund. I'm currently being told that the refund check must have been lost in the mail and they now have to look into the situation as of February 15, 2023. They seem to come up with a new policy everytime you talk to them. All I want is the refund of the money they illegally took from me and that I did not authorize them to take.Business Response
Date: 03/02/2023
March 2, 2023
As you requested, we
addressed this matter directly with Richard **** on March 2, 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 Richard
**** 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:02/15/2023
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.
In order to improve my credit score I applied for a secured card through FNBO on 1/19/2022 and on 1/25/2022 I was approved. Upon approval I paid a security deposit of $*** to use as my credit line. FNBO said that upon one year of positive payments, etc. my security deposit would be returned to me. I have used this card and made on time payments all through 2022. My credit score has increased from *** to *** with the use of said card. Upon calling and speaking with two frontline representatives and one escalation manager I am being told that I will not receive my security deposit back due to the one year anniversary. Rather they stated a computer reviews my payment history, soft credit pulls, etc. and makes the determination as to when a deposit will be returned. I asked when my account was last reviewed and they said they do not have access to this information. As the owner of my secured card I would expect someone, not a computer, to be able to tell me what specifically has been reviewed, when, and when to expect my deposit back ($***).Business Response
Date: 03/02/2023
March 2, 2023
As you requested, we
addressed this matter directly with Michael ******* on March 2, 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 Michael ******* 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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