Consumer complaint received 2021-12-07
Company: FIRST NATIONAL BANK OF OMAHA
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
To begin, I received an offer from FNBO ( First National Bank Of Omaha XXXX credit card XXXX. In brief, I received a credit card with what seemed to be an exceptional 0 % APR offer on purchases, and balance transfers. Therefore, I wanted to contact them to make certain on how their offers worked. I contacted FNBO 2 times in which they needed to send me a code to fully verify me. A point worth mentioning, I had already provided my full name, D.O.B., full address, email address, cell phone number, card number, security code on the card, and my mothers maiden name. Since I have a VOIP both times when I contacted FNBO they sent the code by calling me with a voice automated person similar to XXXX verification. I simply placed them on a brief hold, and then switched back to provide them the code. However, the first week of XXXX when I called FNBO I was unfortunate to have been connected with their representative XXXX. When I attempted to explain to her that my phone is VOIP, and the process in which the other rep 's handled it, this did not go over well. She was quite rude, and when I switched back to deliver her the code she was already in mid sentence telling me the card is locked for fraud purposes. Immediately I explained to her I appreciate the concern, but there must be an easier way to verify me. I provided a wealth of personal information already, and even provided the amount down to the cents in which I had already made a balance transfer. Then the conversation took a most ridiculous turn. She told me that FNBO will not provide me access to my account or speak to me at all about the account until I go to any random bank, and prove my identity?! FNBO demanded that I ask a bank teller to contact FNBO on behalf of me a person who is not even their customer to verify that I am in fact XXXX XXXX. FNBO demanded I provide some random bank my drivers licence, and social. FNBO demanded that I ask a bank teller to take time out of their business day to provide FNBO who they have no business with proof that I am XXXX XXXX. Needless to say, although I will, this is the most asinine process I have ever heard of. The time to do your due diligence as a reputable company is before hand. As humiliating, and embarrassing as FNBO 's demands were I went into not XXXX but XXXX banks for assistance. I spoke with both bank managers who were floored. They both felt that I may be being scammed, and had never heard of such a policy ever. Needless to say they wanted no involvement with this. After leaving the second bank, I made my way over to my local town hall. I called FNBO, and like deja vu spoke with supervisor XXXX. On it's face this can not be an actual policy, because the degree and nature of the process is confusing, and degrading forced upon the consumer. Meanwhile, I explained to XXXX I would be going to a notary public at the town hall in which I would produce to him or her a letter stating who I am where I live, and my required ID 's. XXXX then informed me that would not be sufficient and that I would have to provide my W-2 's as well as other documents. Obviously at that point I had suffered enough degrading and jumping through hoops for FNBO. I am not the only person that has suffered this deplorable treatment by FNBO. If they desire to have a good relationship with this customer they need to correct an egregious wrong. FNBO 's actions, customer care, and lack of respect are shameful.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation