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)

  11404 W Dodge Rd Omaha, NE 68154-2511

  
• 

  First National Bank of Omaha (FNBO)

  16770 W Maple Rd Omaha, NE 68116-2105

  
• 

  First National Bank of Omaha (FNBO)

  3815 Denmark Dr Council Bluffs, IA 51501-7743

  
• 

  First National Bank of Omaha (FNBO)

  315 W 3rd St Chadron, NE 69337-2317

  

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:11/16/2022

  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.

  In July 2022, I opened a credit card account with ******* in *************. I never received a bill and thought my wife had paid the bill. i recently realized that my credit score had dropped *** points. FNBO called me several times and I thought it was a phone scam because i had never done business with FNBO. They reported the unpaid account to the credit agencies without sending me an email. I feel they should have been redundant in their attempts to contact me. My credit has been impeccable my entire life. An now, my credit has been damaged simply because they did not send me an email.
  

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 8, 2022/12/01) */
  December 1, 2022
  As you requested, we addressed this matter directly with Jorge ********* on December 1, 2022 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 Jorge ********* 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:11/05/2022

  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.

  Pursuant 15 USC 1666b - if the creditor fail to provide documentary evidence violates the requirements of 15 USC 1637 (b)(2)(A) and the creditor cannot report late payments.his account is negligently and inaccurately reporting failing to comply with 15 USC 1692(g) and 15 U.S. Code § 1681a 2)Exclusions.-Except as provided in paragraph (3), the term"consumer report" does not include-(A)subject to section 1681s-3 of this title, any- (i)report containing information solely as to transactions or experiences between the consumer and the person making the report; Also under 15 U.S Code 1605(a) If a Finance Charge was included which is the sum of all payments There Should be no late payments on this account. Correct this report and remove this late reported remarks.
  

  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 8, 2022/11/22) */
  November 22, 2022
  As you requested, we addressed this matter directly with Gabriel ******** on November 22, 2022 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 Gabriel ******** 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:11/03/2022

  Type:Customer Service 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 opened my account back in august with the hopes of this card being amazing with the discounts on gas as well as the cash back that I thought I'd be getting on my purchases. I've literally had nothing but issues since I received the card! long story short, I was a victim of fraud and charges were racked up on my account several times. I called in To dispute these charges and ever since then my card gets locked right after I activate it, payments I've made to my account don't even show up or they do t get added to my available balance, my card gets froze randomly and declined when I go to use it for no reason! I haven't been able to use my card or log into my account for weeks now because it's froze for whatever reason. I received a vm to contact some security dept so I did and the women who answered my call was *******************! Had ************************** and demanded that I go and get my personal information notarized and faxed back to her within a certain timeframe and no they would pay for the fee either. Never in my life have I had to jump through hoops just to be able to use a credit card that I applied for! Now I'm getting emails from these people telling me that my last payment was returned!! When I called to discuss this issue-the lady *********************** told me I had to make another payment, meanwhile I've paid well over my monthly payment and the payment she was referring to I was looking at posted and came out of my bank account. Now I'm getting more emails stating that a payment is due lol. This bank is *****************!!
  

  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 10, 2022/11/17) */
  November 17, 2022
  As you requested, we addressed this matter directly with Melissa ****** on November 17, 2022 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 Melissa ****** 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:11/01/2022

  Type:Customer Service 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 recently sent an advertisement via mail regarding the *************************** that offered 0% interest on balance transfers for 12 months. I proceed to apply for the card along with 2 accounts for a balance transfer. I completed the application and was not given a decision right away. A few days later I was sent an email stating that my application was approved. The email itself did not contain any specific details regarding credit limits or if my balance transfers were approved. I received the card in the mail today along with details regarding my credit limit. The approved limit was much less than anticipated and does not provide a benefit for me. I reached out to customer service (the customer service representative I spoke with was very nice and helpful) and advised that the email that was sent to me did not provide any clarity on how much I was approved for and gave me the impression that I was approved for the card with my two balance transfers. I asked if I could close the account since it does not provide a benefit for me and asked if it will still report on my credit even though I just received the card and have not activated or used it yet. The customer service rep spoke to a manager and advised that it must report on credit since the account was opened. I really do not feel this is fair since there was no clarity provided on how much I was approved for and since I have not activated or used the card. That clarity should of been provided when I received the email upon approval to decide if I wanted to proceed with the card or not.
  

  

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 8, 2022/11/17) */
  November 17, 2022
  As you requested, we addressed this matter directly with Matthew ***** on November 17, 2022 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 Matthew ***** 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.
  
  
  Consumer Response /* (3000, 15, 2022/11/29) */
  I received a response back from FNBO and have the following response for them;
  
  "Thank you for your reply regarding my case, on page 2 of the received letter, you mention you are unable to remove the credit inquiry. My issue is not the credit inquiry. I agree that should remain and that is fair. What I do not believe is fair is being told at a later time what my credit limit is. The letter you sent states that my application was approved on October 24th for $***** which is less than what is requested. This was not disclosed to me and I was not aware of my credit limit until I received the card which was on November 1st. What I believe is fair is not reporting the card as closed on my credit report since I was not informed of what my credit limit would be. The responses I received via email informed me that my application was approved with no additional clarity such as the $***** credit limit. I advised the customer service representative I spoke with on November 1st to keep the account open only because I wanted to come to a fair resolution to this issue. I understand if my history does not meet FNBO guidelines for the requested credit limit but no clarity was given to me that this was the case. I would also like to point out that the provided agreement you sent under section 4 (credit limit) states "We establish an overall credit limit for your account. It will be listed on the documents given with this Agreement and on each statement." I was not given any documents with what my credit limit was till I received my card. The resolution I am seeking is the account be closed since the credit limit does not give me a financial benefit and the account being closed not reported on my credit. The inquiry remaining on my credit is 100% fair and understandable and should remain.
  
  Thank you"
  
  
  Business Response /* (4000, 19, 2022/12/13) */
  December 13, 2022
  As you requested, we addressed this matter directly with Matthew ***** on December 13, 2022 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 Matthew ***** 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:10/27/2022

  Type:Customer Service 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.

  ************ Rewards switched from my *************** Account to FNBO, without my input or consent. I tried to stop the exchange, but **** said I couldn't while the account was still with them. Now I am cancelling the FNBO and transferring the balance. Here is a copy of my exchanges with FNBO:
  
  Reply to This Message Delete this Message Print
  From: TIM ************
  Sent: 10/26/22 11:00 PM
  Ref No: ********
  Subject: Cancel Card
  Concerning: *********
  Please do not charge me $** for an account I did not choose to open. That is outrageous. I will write to the Better Business Bureau and anyone else I can find. Yes, I wish to close this account, which I did not want and have never used. Please remedy this situation.
  Yours,
  Tim *******
  Hide Older Messages
  10/26/22
  5:38 PM
  Sylvia **
  Dear Tim;Welcome, Thank you for contacting FNBO.Our records do show that you will receive a $***** Annual Membership Fee.'Important Information: Pursuant to the terms of your account, the annual fee of $***** will be charged to your account.To have your account closed, simply respond to this message with your request.If you need further assistance, or would prefer to cancel your account via phone, please contact us at **************.Sincerely,Sylvia **Customer Care Senior Specialist
  
  10/25/22
  2:02 PM
  TIM ************
  Hello. As an ************ Rewards member, I had my card automatically changed from *************** to you. I do not wish to continue with this card. I am in the process of transferring the balance to a *************** credit card account, as I wish to shut down this account, and I do not want to be stuck paying your $** fee. Can I be assured that that will not happen? Many thanks.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 10, 2022/11/08) */
  November 8, 2022
  As you requested, we addressed this matter directly with Tim ******* on November 8, 2022 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 Tim ******* 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:10/27/2022

  Type:Customer Service 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.

  On 09/08/2022 a payment of $******** was sent on my behalf by ******* to pay my ******** credit card account. Trace number***************
  As of this date that payment has not been credited to my card account! I faxed the information requested on 09/30/2022 to ************ as per an email from a Senior Account Representative, Nathan. After several emails and a phone call I have seen no resolution of this issue. During those emails and phone call I was not informed of my rights to receive credit while they investigated this matter.
  
  Additionally on 09/07/2022 a payment of $******** was sent on my behalf by ******* to pay my ******** credit card account. Trace number***************
  
  As of this date that payment has not been credited to my card account either! I faxed the information requested on 10/10/2022 to ************ as per an email from a Senior Account Representative, Nathan.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/10) */
  November 10, 2022
  As you requested, we addressed this matter directly with Paul ****** on November 10, 2022 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.
  
  
  Consumer Response /* (2000, 10, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Finally resolved after nearly 2 months.
  
  It shouldn't take two months quite a few emails and two faxes to resolve a simple inversion of 2 numbers!
  
  ***************************************************************************************************************************

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service 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.

  My wife received a credit card from FNBO and has been trying for 2 days and 5 or 6 phone calls to add card to the ap. She has been told to download one app and on another call was told to download a different app. I told her to cancel card, we do not need this bank!!!
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/08) */
  November 8, 2022
  As you requested, we addressed this matter directly with George ***** on November 8, 2022 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 George ***** 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:10/26/2022

  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.

  My ** credit card was transitioned to FNBO in the spring. I have never received a statement or a updated credit card. I received an email telling me my payment was late in the transition (it was autopay before the transition) I called and made a payment and was assured that I would receive a statement and a replacement card. Unfortunately I deleted the initial email. I resorted to ******* to get a phone number. Again I have been told that I would receive my statements. I am not holding my breath. However, I cannot get the account number nor can I be sure that the prior payment or any payment is actually being applied to my account. I will pay off and close the account as soon as I receive a paper statement, but I want the negative credit report removed when that happens. I don't even care about the late fees. I am chalking that up to paying a penalty for awful service. I have another account that is also transitioning to FNBO, so I will close that account as well as soon as that transition is complete. This has been a horrible experience. Unfortunately as a result of this I previously went out of my way to buy ** gas and they have also lost me as a regular customer thanks to FNBO.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/10) */
  November 10, 2022
  As you requested, we addressed this matter directly with Jennifer ****** on November 10, 2022 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.

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service 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 have had an FNBO credit card for ** years. Last February I did a balance transfer. When my other CC didn't receive the funds, I called FNBO and spoke to many agents whom told me that the money was sent and that it was the other CC problem that they couldn't find the payment. For 3 months I fought with my other CC only to find out that FNBO sent the payment to the WRONG place even though it was confirmed that I entered every thing in correctly. Have been working with Lorri, she had done nothing to help my case. Fast forward to Oct 25, I got angry on the phone with her until she finally gave me "provisional credit". Won't let me speak to her manager (Karen) or anyone else. Sent a certified letter to *************** and no reply. They are only going to give me back the interest Ive been paying on it for 6 mo! Anyone know a good lawyer? WORST BANK EVER! ************ This is the number to the ONLY help line they have.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/10) */
  November 10, 2022
  As you requested, we addressed this matter directly with Michelle ******** on November 10, 2022 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 Michelle ******** 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:10/25/2022

  Type:Customer Service 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.

  Never been late on a payment.. Everytime I would lower my account balance they would lower my credit limit. I started at ****** available in nov.2021 have been making large payments every month. When i got down to ****** they lowered my limit to below what i had spent and made my credit score drop. I just recently got it down to **** left and they dropped it again to ****. I have now paid them off ****** in less than 1 year.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/11/08) */
  November 8, 2022
  As you requested, we addressed this matter directly with Nicholas ****** on November 8, 2022 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 Nicholas ****** 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.