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 Find Local Branches.

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  First National Bank of Omaha (FNBO)

  1620 Dodge St Omaha, NE 68102-1593

  
• 

  First National Bank of Omaha (FNBO)

  1501 N 84th St Lincoln, NE 68505-3117

  
• 

  First National Bank of Omaha (FNBO)

  102 S Locust St Glenwood, IA 51534-1775

  
• 

  First National Bank of Omaha (FNBO)

  1820 23rd St Columbus, NE 68601-3424

  
• 

  First National Bank of Omaha (FNBO)

  124 W 3rd St Alliance, NE 69301-3302

  

The 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:02/14/2023

  Type:Billing Issues
  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.

  I applied for the "*********" credit card with FNBO on Jun 30, 2022 and was immediately approved with a credit limit of $*****.
  
  On 09/09/2022 I received a late fee charge of $** and on 09/13/22 a Minimum interest charge of $****. This is the first time in ** years of making credit card payments that I had ever had a missed or returned payment.
  FNBO had canceled my Automatic payment, and then leveled these fees within 1-5 days of the payment due date. They listed the reason for the returned payment as "Account Closed" as if my credit union account was no longer open. I've had that account for ** years, and never had an incorrect returned payment from them, and I have several other accounts that auto-debit from my credit union account (including multiple credit cards), I had not closed the account, and there was sufficient funding to cover my credit card payment, so I was fairly certain that it was FNBO's fault.
  I called FNBO, asked them to refund the $** and $****, which they did. I give them the same account number and routing number as before, and all went well for the next few months. Fast forward to 01/05/23. They returned a payment from my primary bank account for "Insufficient Funds". They retried and withdrew the payment of $***** on 01/09/23. The interesting thing about this is that they didn't notify me of the returned payment, and my account had about $**** in it, which would have been enough to pay off the entire credit card, let alone the minimum payment of $*****.
  I was only made aware of the issue when requesting a credit limit increase, being refused, with the reason given being "recent returned payment", I then called them, and after multiple conversations on the matter via messages, then phone calls, I finally got a customer service representative tell me that I had a returned payment on 01/05/23. I'm not sure what advantage the company would get from treating their customers this way, but it needs to stop.

  

  Business Response

  Date: 02/28/2023

  February 28, 2023

  
  As you requested, we
  addressed this matter directly with Justin **** on February 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 Justin **** 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: 03/06/2023

  
  
  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,
  
  
  
  Justin ****

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  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.

  During the transition of the ** credit cards from ********* to FNBO, I made a payment of $*** to ********* for my credit card charges. While the outstanding balance transferred over, my payment did not. I have made numerous calls to FNBO and per their request I submitted the required proof of payment. FNBO is now saying that they can't help me because ********* is refusing to work with them for all affected customers with this situation. I am still out the $*** payment I made.

  

  Business Response

  Date: 02/28/2023

  February 28, 2023

  
  As you requested, we
  addressed this matter directly with Kelly ***** on February 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 Kelly ***** 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:02/11/2023

  Type:Billing Issues
  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.

  In November, A fraudulent account was opened in my name. I called FNBO immediately to close it and was told it was, yet I continued to receive statements for months afterward despite more calls and assurances it was closed. Then, last week, I received a tax form saying I owed money to the IRS on $** of interest on the fraudulent accounts. Obviously this should not have happened because they assured me the account was closed months prior. I called again, was put on hold and was once again assured it was taken care of. Four days later, I then received ANOTHER letter stating that they needed to verify more activity on this account because it has STILL not been closed. I called again and spoke to a representative who said my concerns had been documented, but it's obvious my multiple calls have proven to be a waste of time.

  

  Business Response

  Date: 02/28/2023

  February 28, 2023

  
  As you requested, we
  addressed this matter directly with Jennifer ******** on February 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 Jennifer ******** 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: 02/28/2023

  
  
  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,
  
  
  
  Jennifer ********

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  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 had the bank set-up auto payment on my mortgage so I would not have to worry about my monthly payment.
  -They used a product that did not adjust with the new escrow payment, thus creating an escrow shortage.
  -My monthly principal and interest were made but there was a shortage in escrow, yet they took my normal payment masking that there was an issue.
  -I was set up to receive email alerts of account issues but did not receive email of a problem with my payment and money was taken from my account (impossible to know there was an issue until it was too late).
  -Local bank admits they had me in wrong product and changed my payment to ACH immediately after I told them about the issue. They refunded the late payment charge as well. Bank Manager even apologized for how I was treated.

  

  Business Response

  Date: 02/28/2023

  February 28, 2023

  As you requested, we
  addressed this matter directly with Dennis ***** on February 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 Dennis ***** 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:02/09/2023

  Type:Billing Issues
  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.

  Called Amerfirst for balance on my account because my statements had stopped coming in the mail ! I was making payments automatically from my checking ! I was told my loan was sold too a debt collector! Loan#********* I now owe more than I did a year ago after auto payments and extra money sent in to bring down my balance!!

  

  Business Response

  Date: 02/27/2023

  Please be advised this was response was already submitted to the BBB on both February 23, 2023 and February 24, 2023. We are providing a 3rd time, February 27, 2023.

  
  As you requested, we addressed this matter directly with Michael
  ******** on February 23, 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.
  

  
  

• Initial Complaint

  Date:02/08/2023

  Type:Billing Issues
  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 noticed I had fraudulent charges on my credit card account on my December 2022 bill. I tried over and over to get thru to them. Sometimes I was on hold for as long as an hour and no one answered. There was no option for a call back. Finally I got thru. I had zero percent interest on that card that ended the first of January 2023. I finally got thru to a rep and she told me that I could pay my balance on my purchases, that they would look into the fraudulent charges and that even if they denied the fraud, I would not be billed the interest. I received a letter from them the first of February and they denied the fraudulent charges and I was hit with all the interest. My credit card was in a safe for months. I used it at a location by my house and put it back into the safe. I feel my credit card was cloned at the location I used it at because two of the fraudulent charges were made fairly locally and the third was used on ****. I do not patronize the locations the card was used at nor do I shop on ****. I cannot get thru to FNBO, nor have they returned my phone calls to discuss this further.

  

  Business Response

  Date: 02/23/2023

  February 23, 2023
  
  As you requested, we addressed this matter directly with James ******* on February 23, 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 James ******* 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:02/08/2023

  Type:Billing Issues
  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.

  Sometime in Jan 2023 FNBO reduced my credit limit from $**** to $**** which is just slightly higher than my current balance. When I called they said there was a change to my fico score and a letter was sent out. I have never received a letter and I check my credit almost weekly. My credit score had increased to *** and then dropped ** points only after FNBO dropped my credit limit. I have had no late payments, no derogatory marks at all in a couple years. Now my credit usage with them is at 93% when it was less than 1o% before. They have affected my credit negatively for no valid reason, and no proof that they have yet to provide. My credit score is higher now than when I applied for their card and absolutely hasn't changed during the time frame they cited. I have definitive proof of no negative changes through several credit monitoring sites, my local bank being one of them. I couldn't get anyone at FNBO to listen to me or contest their decision.

  

  Business Response

  Date: 02/24/2023

  February 23, 2023

  
  As you requested, we addressed this matter directly with Michele ****** on February 23, 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 Michele ****** 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:02/02/2023

  Type:Billing Issues
  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 filed a fraudulent charge claim in October 2022 on my credit card that is still pending investigation 3+ months later (it's now February 2023)! In the meantime, I've been charged multiple late fees and had my card reported as delinquent to the credit bureaus. After 4 phone calls each with 30-90 minute holds, the fraud department says the charge and late fees will be dropped (next week) but they can't fix the delinquency they put on my credit report. The fraudulent charge is the only charge/balance on my card and the only reason the card was reported as delinquent! Now my credit is ruined.

  

  Business Response

  Date: 02/17/2023

  February 17, 2023
  
  As you requested, we addressed this matter directly with Tyler ****** on February 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 Tyler ****** 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:01/31/2023

  Type:Billing Issues
  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 was told by THREE different telephone representatives that as a new customer, who just came on board (for the ************FNBO personal credit card), that there would NOT be any report to the credit bureau until February 24th. These conversations took place leading up to January 24th (December 30, January 21, January 23). I explained that I was concerned about a balance effecting my overall utilization. I was assured by EACH representative, that no report would go out for the month of January because I had just came on board. Well......I received an alert that my score dipped ** points because - you guessed it - a balance reported from this card. I cannot tell you how livid I am - especially since I could have paid the balance, but was told by company representative that there would be no reporting this month. The online portal also did not show a payment due at the time.
  
  What made matters worst, is that I called this morning (January 31st) to request a corporate address, so that I could file a complaint. Not only did the representative refuse, her voice sounded like one of the three representatives who originally gave the incorrect information! The ***************** and poor training is beyond inexcusable! I don't want this to happen to others.
  
  I record all of my conversations, and am going to be moving forward if this isn't resolved. If, on the other hand, corporate addresses this issue and remedies the matter (which includes correcting my credit report), I will deem this matter resolved.

  

  Business Response

  Date: 02/15/2023

  February 15, 2023
  
  As you requested, we addressed this matter directly with Markeyshi ********* on February 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 Markeyshi ********* 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:01/30/2023

  Type:Billing Issues
  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.

  FNB OMAHA has filed a hard inquiry against me with out my permission ! this is fraud and need to be removed from my account!

  

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  As you requested, we addressed this matter directly with Jeffrey ***** on February 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 Jeffrey ***** 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: 02/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  This is a cop out! They have not contacted me at all! A month of waiting with my good credit smeared by this company will not stand!

  

  Business Response

  Date: 03/09/2023

  March 9, 2023

  
  As you requested, we
  addressed this matter directly with Jeffrey ***** 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 Jeffrey ***** 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.