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:04/05/2024
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 writing to file a complaint regarding FNBO (American Express) at **** *** ***** Omaha, NE 68103-2557.
On February 08, 2024, I sent a payment of $2539.02 from my ****** Bank account to pay off my FNBO (American Express) account and manage my bills. However, I noticed that the account balance had not been updated for over a month. Upon contacting FNBO (American Express) customer service on March 17, 2024, I discovered that the payment of $2539.02 was credited to an account not linked to my name or information.
I promptly contacted my bank on March 18, 2024, to request a reversal of the payment. The Truith Bank representative confirmed that the funds had been electronically wired with confirmation number *********** *nd initiated an investigation. Subsequently, I contacted FNBO (American Express) with the provided confirmation number, only to find out that the account number ********************** was invalid.
Further complicating matters, on March 25, 2024, I received an FNBO Credit Card Statement for an account ending in #1850, which I did not open. Despite this, the statement showed a negative balance of $2539.02 and a credit limit of $1000.
Upon contacting FNBO customer service again, I was informed that my only account with FNBO ends in ******** and is still under investigation.
Enclosed with this letter are bank records and the FNBO Credit Card Statement for your review.
I am seeking assistance from the Better Business Bureau to help facilitate a resolution to this matter, as I cannot afford to lose $2539.02.
Thank you for your attention to this issue.
Sincerely* ******* ******
Business Response
Date: 04/16/2024
April 16, 2024
As you requested, we
addressed this matter directly with ******* ****** on April 16, 2024, 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: 04/17/2024
Update on Misdirected Payment Issue with FNBO
Better Business Bureau,
I am writing to provide an update on the ongoing issue with FNBO, concerning a misdirected payment of $2539.02. On April 9, 2024, at 4:22 PM, an FNBO representative contacted me to initiate a refund. They required me to answer several security questions, which I complied with. During this conversation, I inquired why the funds had not been automatically returned upon discovery that they were credited to a closed account. The representative explained that FNBO had not managed American Express accounts for over four to five years. Curiously, they opened a new Visa account in my name without my consent, which contradicts their previous statement.
The following day, I received an email confirming the receipt of my funds on February 9, 2024, mistakenly linked to a Visa account instead of American Express. On further inquiry with FNBO on April 17, 2024, a manager informed me that this Visa account was opened when they received the misplaced funds. The manager assured me that my funds were being processed and expected to be returned between April 16 and April 17, 2024. However, he mentioned that it typically takes 60 to 90 days to refund payments made to closed, inactive accounts.
To date, I have not received my refund. This delay is causing significant financial inconvenience, as FNBO is effectively holding my funds while I continue to accrue interest charges on my actual account. At this point, I request not only the return of my principal amount of $2539.02 but also compensation for the accrued interest incurred due to FNBO's mishandling of my funds. This situation highlights a troubling scenario where a large financial institution retains a customer's funds unjustly.
I appreciate your continued support in resolving this matter and look forward to your intervention to expedite the refund and ensure that I am fairly compensated.
Thank you for your attention to this serious matter.
Sincerely,
** ******Initial Complaint
Date:04/04/2024
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.
The attached documents show that my balance on 22 Dec 23 was $2289.34. A payment was due around 20 January 2024. A copy of my bank statement shows that I paid $2289.34 on 4 January 2024. The daily balance update that I received shows that on 19 January 2024 the balance was $0.00. Then suddenly on 21 January I was charged interest for 20.59. I called and they could not explain why I was charged I told them to close the account because according to the instructions on the reverse of the monthly statement no interest should be charged if the account was paid off before the due date. They have since added more interest or possibly late fees. They also reported me to the credit bureau as being past due more than 30 days. I want the balance back to $0. and my credit report fixed. This company is deceptive and I no longer want to do business with them.Business Response
Date: 04/16/2024
April 16, 2024
As you requested, we
addressed this matter directly with ***** ******* on April 16, 2024, 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:04/01/2024
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.
3 months ago, FNBO decided to close my account for no valid reason. WHen I called in, I was told several times that the accounts were opened but then suddenly now I am unavailable to use. As a mom with cancer this feels discrimatory.Business Response
Date: 04/17/2024
Date: April 17, 2024
As you requested, we
addressed this matter directly with ***** ******** on April 17, 2024 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: 04/17/2024
Complaint* ********
I am rejecting this response because: The company has not called or sent any letter. I have done nothing wrong. Now they are not assisting in dispute cases and rebilling me unjustly. I want refunds for these issues and my account reopened.
Sincerely,
***** ********Initial Complaint
Date:03/30/2024
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.
see Attached document
enrolled in their insurance program
Business Response
Date: 04/09/2024
pril 9, 2024
As you requested, we addressed this matter directly with ****** ****** on April 9, 2024, 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 Philip
Raguso 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:03/20/2024
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.
Around 2-20-2024, my account was closed, and I requested a refund of the monies I had in a secured bank account with FNBO. I was told four different stories:
1) My attorney needed to send a letter requesting my money.
2) I needed a court order.
3) I was told my money was going to be refunded back to me within 30 days.
4) I was then told my money was being sent to the trustee of the court, and I was not provided where, when, etc.
On 3-20-2024, I requested to speak to a manager, and I was told someone would call me back and they never did.Customer Answer
Date: 03/20/2024
FNBO has $600 of mine in a Savings Account. I am terminally ill with cancer, and I was told when I could not find out when I am going to get my money to have my rep. or attorney contact them if I become incapacitated or pass away. This excuse is not relevant at this time. I want to get my money back.Business Response
Date: 03/26/2024
March 26, 2024
As you requested, we
addressed this matter directly with ***** ******** on March 26, 2024, 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: 03/26/2024
Complaint: ********
I am rejecting this response because:I have not received any correspondence from the bank. I called the bank last week and they would not answer my questions. All I want is answers!
Customer Answer
Date: 04/01/2024
Please note that I have not received any communication from FNBO, nor have I received my money.Initial Complaint
Date:03/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company has bullied me into paying and overcharged me with fees and no help. I have made on time payments for an old account they ran up with late fees because I could not afford their minimum. Lately they charged me then refunded it, then said I did not pay and charged me $25 as a fee. The bank account is linked too FNBO so there should not have been an issue pulling out the payment. I have payed more than half the balance off and they offer no help or option to settle. This company is shady in general if you look at their reviews. My bank **** ** *** *** ****** is who I got the card from as my first credit card and they severely damaged my credit with no help or remorse.Customer Answer
Date: 03/19/2024
** **** ******* ** *** ** *** ** *** *Business Response
Date: 03/28/2024
March 28, 2024
As you requested, we
addressed this matter directly with ****** ****** on March 28, 2024 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:03/17/2024
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 December 1, 2023, Chei Flores (from International Marketing Team) had given me a comp stay (Terrace One Bedroom - Fountain View) ************ * ***** at Cosmopolitan from 12/26/23 - 12/31/23, totally $2443.33 (Room charge $2155 plus tax $288.33). I never agreed to this charges as it was agreed upon that this is comp. If I was not given comp, I would of never stayed there. I have forwarded all email communications between **** ****** & myself to FNBO as prove this was a comp with no agreement of any sort of charges or payments. FNBO failed to research into this matter since January 1, 2024.Business Response
Date: 04/02/2024
April 2, 2024
As you requested, we
addressed this matter directly with ***** ** on April 2, 2024, 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: 04/03/2024
********** ********
I am rejecting this response because:I was clearly given a complimentary 4 nights to stay at the ************ ****** ******* * ****** from December 26th - 31st. However, after the 2nd night, my gambling action wasn’t enough for the gaming the casino wanted so they started pressure me by daily charging my credit transactions of unknown agreed upon amount every day totaling over $2,400 and the time of my departure which I’ve never agreed to paid. This is completely wrong of them as I rather be blacklisted but please refund my money back to me as I was promise $0 charges to stay. There is no contract that you must gamble a certain amount for a certain period. This was completely at their discretion to me as the player & them as the host | gaming operators to entice player(s).
**********
***** **Initial Complaint
Date:03/16/2024
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.
FNBO has yet to reply to all three of my request to resolve or rebuttal to their decision to deny my claim of being defrauded by an unknown retailer with fake email addresses and fake purchase order numbers and fake hyperlink of the merchant who has disappeared from online.
I'm very concerned about FNBO's fraud denial letter and it seems personal for reasons unknown to me. It spite of being initially denied and labeled by FNBO in a bad manner because of their language, which seems to indicated that I am the wrong doer, yes I'm very concerned about the potential damages they have caused to me, my credit worthiness, etc of the future. I want FNBO to refund me and Remove the denial letter or admit they made a mistake. FNBO has refused to communicate with me, so I am asking for your help please.Business Response
Date: 03/21/2024
March 21, 2024
As you requested, we
addressed this matter directly with ******** ********** on March 21, 2024 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: 03/23/2024
I've not yet received the letter dated March 21 2024 from FNBO, but we will be looking for their response letter. It seems unusual that FNBO would not also send their March 21 response letter to my credit card account with FNBO - they sent their first letter of rejection online as well as paper copy. I cannot yet accept or reject FNBO's response because I see no evidence of a refund, removal of degrading letter of rejection, so please allow me the time to first receive FNBO letter from March 21 2024.Initial Complaint
Date:03/14/2024
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.
On the. Last day of January I called to dispute a charge on my credit card because a merchant did not do a service correctly on my car causing a bigger problem for my vehicle. I end up going to another shop to get it fix correctly. So far is the middle of March. I had called at least 5 times and on 2/29/ I submitted proof via FAX witch they said they did not receive but I can prove they did. Im tired of calling and chasing my own tail. I need this issue taking care ASAP it has been almost 2 months now.Business Response
Date: 04/04/2024
April 4, 2024
As you requested, we
addressed this matter directly with ***** ********* on April 4, 2024, 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: 04/05/2024
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:03/12/2024
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.
The first national bank of Omaha did not send me a bill or call me stating I had a payment due or even when it became past due. I paid them off in January and they subsequently charged a fee of $22 to my account without notifying me. It then went delinquent according to them and they reported it as such to all 3 credit bureaus making my credit reports nosedive. I still would not have known but I received alerts from the credit bureaus.Business Response
Date: 03/26/2024
March 26, 2024
As you requested, we
addressed this matter directly with ******** ***** on March 26, 2024 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: 03/27/2024
Complaint: ********
I am rejecting this response because:
I have not received the referenced letter and just recently received the bill from them through the U.S. mail. Sending a bill after the 30 days past due deadline plus now wanting me to accept and close the case because their response is in the mail should cause everyone to have concern.Once I receive their response then I can respond.
Sincerely,
******** *****
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