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:02/28/2025
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.
******** *******
Date: February 28, 2025
Subject: Unauthorized Credit Card Charge – FNBO Refusing to Issue Credit
Complaint Details:
I am filing a formal complaint against First National Bank of Omaha (FNBO) for refusing to credit back an unauthorized transaction on my credit card despite clear evidence that I did not authorize the charge.
On December 13, 2024, a fraudulent transaction of $5,250.13 was made at ******** Northpark Dallas, TX, using my FNBO credit card ending in ***** I reported this unauthorized charge to FNBO on January 27, 2025, requesting an investigation and a credit reversal.
On February 10, 2025, FNBO informed me that they denied my dispute, claiming my physical card was present, and the transaction was authenticated via CHIP and PIN. However, my card was stolen, and I was not the one who made this purchase. I have already filed a police report and provided FNBO with all relevant documentation to support my claim.
FNBO’s refusal to credit back the unauthorized charge violates the Fair Credit Billing Act (FCBA) (15 U.S. Code § 1666), which protects consumers against fraudulent credit card charges. The bank has failed to adequately investigate the fraud and has unjustly held me responsible for a transaction I did not make.
Resolution Sought:
I demand that FNBO:
1. Immediately issue a credit of $5,250.13 to my account for the unauthorized transaction.
2. Remove any finance charges or late fees incurred due to this fraudulent charge.
3. Provide a full written explanation of how they determined my liability despite my stolen card and police report.
If FNBO does not resolve this issue, I will escalate my complaint to the Consumer Financial Protection Bureau (CFPB) and explore legal action if necessary.
I request the BBB to intervene and hold FNBO accountable for their failure to properly handle my fraud claim.
Sincerely,
******** *******
*** ********
Business Response
Date: 03/13/2025
March 13, 2025
As you requested, we addressed this matter directly with ******** *******
on March
13, 2025 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: 03/13/2025
Complaint: ********
I am rejecting this response because:FNBO’s response to my complaint, as it does not address the issue, acknowledge any wrongdoing, or provide the resolution I requested.
FNBO’s response states that they sent me a letter, but this does not resolve my complaint. My issue was directly with FNBO, and I expected a clear response acknowledging the problem and offering a solution. Simply stating that a letter was sent without providing any details or resolution is insufficient.
I request that FNBO directly address my concerns and provide a resolution in line with my original request. If FNBO fails to offer a meaningful response, I will escalate this matter to the Consumer Financial Protection Bureau (CFPB) and other relevant authorities.
I ask that the BBB follow up with FNBO to obtain a proper resolution. Please let me know the next steps.
Sincerely,
******** *******Business Response
Date: 03/25/2025
March 25, 2025
As you requested, we addressed this matter directly with Samantha
Badillo on March 25, 2025, 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:02/27/2025
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 89 year old husband died on September 5, 2024 from Covid. He had an FNBO credit card with me as an authorized user for 9 years. Our credit rating was in the high 800s and all bills were paid in full monthly. Immediately after I informed FNBO of his death, the card(s) were cancelled. All was going well until ****** ****** ***) in January 2025, owed us a refund of $99.99 charged to the FNBO credit card earlier. ** sent this info to FNBO but, unfortunately, asked them to credit our now-closed account on which the purchase had been charged, ** said in writing that the credit would be posted in the FNBO account in 3-5 business days from January 2, 2025. Then began my nearly 2 month encounter with FNBO's so-called Customer Service department. I called them to ask that they issue me a check for the $99.99. /every time I called, I waited forever to be connected, entering all kinds of information to the robot voice, only to be told that their lines are busy and to call back. I contacted FNBO by phone on January 16, made 3 unsuccessful calls on January 30, and most recently February 14 and 26th. I have been given 4 different phone numbers to call, and been transferred to 3 different departments to try to reach someone who could help me. At the last conversation with a representative, I was told the bank had no record of any account by the number I gave them, had no record of my husband's name in their files, and nothing could be done about the $99.99 they had been paid on January 2, by OD. Shame on you, FNBO. You showed no desire to refund this small amount of money to an 83 year old widow. I see from other complaints that I am not the only one who has been badly treated. How can FNBO have a positive rating by BBB when so many customers gave it ONE star. If anyone out there in Omaha can help, me please have someone call me.Business Response
Date: 03/13/2025
March 13, 2025
As you requested, we
addressed this matter directly with ******* ******** on March 13, 2025 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: 03/14/2025
I have not yet received the letter which FNBO was sending to me, mailed on 3/13/2025. Therefore, I cannot add anything more to my complaint. I hope the letter will bring a satisfactory conclusion to my issue.Initial Complaint
Date:02/27/2025
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.
I DID A BALANCE TRANSFER ONLINE WITH MY FNBO CREDIT CARD ACCOUNT. THEY WERE SUPPOSED TO TRANSFER $10,000.00 INTO MY ***** ***** CHECKING ACCOUNT SINCE 01/09/2025. TO THIS DATE I HAVE NOT RECEIVED THE MONEY INTO MY CHECKING ACCOUNT, YET IM BEING CHERGED TRANSFER FEES AND THE BALANCE HAS BEEN ADDED TO MY CREDIT CARD ACCOUNT. FNBO HAS YET TO RESOLVE THIS MATTER AND ALL THEY TELL ME IS THAT THEY ARE RELYING ON ***** ***** TO GIVE THE MONEY BACK. I PROVIDED THEM MY BANK STATEMENT SHOWING PRROF OF NO BALANCE TRANSFER, YET THE ISSUE IS STILL NOT RESOLVED.Business Response
Date: 03/13/2025
March 13, 2025
As you requested, we addressed this matter directly with ****** ************* on March 13,
2025 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: 03/15/2025
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,
****** *************Initial Complaint
Date:02/26/2025
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, ******* *******, am documenting reporting FNBO for defrauding me. I have disputed the amount on transaction date 6/30/24 because ***** ********** failed to produce an order I placed on their mobile app, stating their power went out and there's nothing they can do. So I wasted my gas, left hungry and had a bill to deal with. 8months later, this is STILL UNRESOLVED and it's costing me more TIME and time is MONEY.
Since then I have called FNBO. I stopped using my card because you debited BACK an amount of $3.95. The original ***** amount was for $5.34 9:05pm 6/30/24 translation date.0
I have called numerous times transferred from Customer Service to Fraud to and sometimes DISPUTES. I WORK DURING THE HOURS YOUR DISPUTE DEPARTMENT IS OPEN!
I WAS PROMISED that this was a FAILING on FNBO's part as the case was resolved, the monies were taken off my account and PROMISED by the dispute person I talked to a few months ago that this would be correct. Instead, the debit was posted and you took that money from my checking account as I pay in full!!!
I called and asked for a supervisor to call me back AND NEVER HEARD ANYTHING and yet you all took MY FULL PAYMENT OUT INCLUDING THE DEBIT YOU CHARGED BACK TO ME fraudulently!
YOU HAVE WASTED MY TIME, TIME IS MONEY and I have spent FAR TO MUCH OF THIS ON THIS COMPANY.
How many calls I have made over all these months and NO ONE has taken ownership. NOT ONE PERSON to make sure this has resolved. YOU TOOK MY MONEY that is NOT YOURS and so did *****!
I want a billing adjustment, a written explanation of why your dispute system failed and how to intend to fix it so that doesnt continue to reoccur for me or anyone and I would like a credit to my account for all the time (=money) spent trying to get this resolved. I want your people also to TAKE OWNERSHIP especially when FNBO is in the wrong!Business Response
Date: 03/11/2025
March 11, 2025
As you requested, we
addressed this matter directly with ******* ******* on March 11, 2025 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: 03/11/2025
Complaint: ********
I am rejecting this response because: I had called the company several times, last time asked for a manager to call me back and heard nothing. NOW I have to wait another 7-10 business days to get a letter? How at my primary residence? Why not email the address on file to set up a time to talk?
Sincerely,
******* *******Initial Complaint
Date:02/25/2025
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.
Hello FNBO,
Hello
I am recently applied to the payment options for my account.
I am a contracted worker living in Japan, and have been dealing with illness (and have been for several months). The cost of health treatments and daily living expenses are too quite high for me and recently, I fell behind in my regular payments.
The application required me to call, but because I am located in Japan I am unable too. Even if there is an international extension number, my phone plane charged about 2 dollars a minute and it would be too expensive.
Therefore I am writing to complete the application via email. If this is not possible, can a family member residing in the US call on my behalf, or alternatively, can a representative contact me at my Japanese number (listed above).
Thank you.Business Response
Date: 03/13/2025
March 13, 2025
As you requested, we addressed this matter directly with Dekontee
Gollah on March 13, 2025 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: 03/13/2025
Complaint: ********
I am rejecting this response because:
It is clear my first message was not read at all.Please kindly read my initial email,
Thank you
Sincerely,
******** ******Initial Complaint
Date:02/24/2025
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 credit card was fraudulently charged by a hotel/hotel booking company and I had requested this company to reverse the charge / look into it, and I was completely ignored. I was then charged 3 additional times for the same fraudulent transaction, totaling over a thousand dollars. I have emailed them multiple times and contacted them with NO response or resolution. I am also paying interested on these multiple fraudulent charges over the course of a year waiting for this to be resolved.Business Response
Date: 03/13/2025
March 13, 2025
As you requested, we addressed this matter directly with ******* ***** on March 13, 2025 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:02/24/2025
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.
Truthfully I missed a payment for my BP Visa card, I was called by FNBO and told about the missed payment. I made a partial payment only to find out that the payment was reversed. This is where the issue initially started. I was not told quickly that the payment was reversed, I had to call in because I received an email saying they were sending me to collections. Upon my call I asked why it was reversed they had no answer. I finally received a letter over a week later (now making me even later on this payment) stating the reversal had happened I told them I would still be making the payment. From January 15th until February 18th I received a minimum of 2 calls per day, and a maximum 5 calls in a single day. The representative claimed that they would never do that, yet my call log has calls and voicemails from them from multiple numbers throughout the day. On the 18th upon a 8am call (the calls have started as early as 7:30am) I told them that 1 or 2 calls was sufficient enough in a single day but 3-6 was now harassment. This is two huge things to happen back to back with this company and I'm not ok with this. The lack of proper communication and then the harassment in the form of multiple calls in a single day I want my account forgiven in full and we can cut ties. I do not trust this company to not do this kind of thing again.Business Response
Date: 03/06/2025
March 6, 2025
As you requested, we
addressed this matter directly with ******** ******* on March 6, 2025 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: 04/16/2025
I’ve written before about this issue and am writing again for the same issue. I openly and admittedly have a BP Gas card where payments are made to FNBO. I missed a payment; they called multiple times per day to collect. I made the payment when I was able to and was current on my bill. They still called multiple times for 48hrs after payment was made. I brought this here to have my bill wiped clean because I see this as harassment. They opted to send a letter and informed the BBB that they would send the letter instead of trying to resolve here. Said letter stated they were sorry for how they handled things but could not wipe my account clean and let me move on. I then purposely missed a payment to see what would happen (again full accountability to this). Again FNBO called anywhere between 2-4 times per day and now they were calling on weekends. They were also using different phone numbers to mask their identities. I have voicemails, as well as multiple texts from different numbers. Again this is not just an effort to collect a payment this is harassment. One or two calls is understandable but 3+ as well as changing numbers and multiple texts is unacceptable. Some calls were answered because I was unsure of the number. Others weren’t and voicemail was left some did not have voicemails. Again I no longer want to do business with this company and would like my account wiped cleaned and my balance bought to zero. That’s unethical behavior and unsavory. I filly understand life happens things happens we make mistakes and miss payments from time to time; I am ok with that, but this is uncalled for.Initial Complaint
Date:02/13/2025
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'm writing you today to let you know about certain violations FNBO has committed against me. I applied for a Credit Card with FNBO who took my application and denied me credit without just consideration. This action violates federal and state laws. I sent them two CFPB complaints letting then know what the issue was and my demand for remedy and I also dropped an Intent to Sue letter recently which were all met with generic and irrelevant responses obviously made with some type of A.I. I demand today that the Senator help me get remedy as my rights to credit have been denied and my complaints have been ignored. I'm attaching the Intent to Sue letter here which showcases multiple violations of federal and state laws. Please take this matter seriously.
Sincerely,
*****, Proud Nebraskan.Business Response
Date: 03/04/2025
March 4, 2025
As you requested, we
addressed this matter directly with ***** ******** on March 4, 2025 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:02/13/2025
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.
Dear *** *********,
I am writing to voice a complaint. I tried today to use a credit card to make a final payment for my honeymoon and it was denied. I currently have a zero balance as I had made a payment yesterday in full. I called customer service and was informed my payment was on hold until 20Feb25 due to its "Large Amount".
The funds have already cleared from my issuing bank. The only reason I can surmise as to why this is being done is to use the float to reinvest and earn interest income form it. I find this unconscionable that this being done.
Please address this situation.
Respectfully, **** ******* ***Business Response
Date: 02/25/2025
February 25, 2025
As you requested, we
addressed this matter directly with **** ******* on February 25, 2025 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: 02/28/2025
Complaint: ********
I am rejecting this response because:The letter I received only parroted their policy.
To reiterate - the Bank has a policy of withholding credit when a large payment is made. These funds clear the EFT system. The funds are available to the Bank to utilize. Taking advantage of the float.
This is discriminates between large and small payments made.
Sincerely,
**** *******Initial Complaint
Date:02/10/2025
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 signed up for MGM Rewards Mastercard on Sep 14, 2024. Per the terms sheet that I agreed to and was mailed to me, within spending $1000 in the first 3 billing cycles, 10,000 MGM rewards points would be applied to my account. I spent $1280 or so within the first 3 billing cycles and called on Jan 3rd, to see when my rewards would be applied. I was told I had met the rewards bonus requirements and they would be applied at the end of the 4th billing cycle on Jan 13th. Then on Feb 10th, still no rewards. I call and am told that my offer is for $2000 within the first 3 billing cycles to get the bonus points. This is not align with the paperwork I have and what I was told on Jan 3.Business Response
Date: 02/20/2025
February 20, 2025
As you requested, we addressed this matter directly with ******** ****** on February 20, 2025 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.
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