Consumer complaint received 2023-10-15
Company: FIRST NATIONAL BANK OF OMAHA
State: NC
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/2023 I opened a savings and checking account with XXXX XXXX, a division of First National Bank of Omaha, and deposited {$5000.00}. I deposited additional funds on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ( {$11.00}, {$33.00}, and {$33.00} respectively ). When I tried to move transfer money out of the account, I received a message : " Restricted Access : You CAN NOT * Withdraw funds from XXXX  * Use debit cards for purchases or at ATMs * Remove a linked bank account * Close your account. '' There is no way to call the bank that they give out, but they do have an online support module on their mobile App which allows me to make inquiries. So, on XX/XX/2023, I asked how long would I be barred from having access to my money. The answer was : " ... Your account is currently under review. During the investigation, our investigation team will reach out directly as needed. Until then, we are unable to provide you any updates or additional information. Thanks! There is no time line. All accounts are worked in the order they are received. '' On XX/XX/2023, I sent a new inquiry, " Received my XXXX debit card today. Currently unable to activate it. How will I know when I will be able to activate? '' XXXX responded : " ... You would be unable to activate your card because of the restriction { on your account }. We want to provide you with a clear understanding of the situation. We enforced the restriction due to multiple fraud alerts originating from external databases. It is our bank 's policy to implement measures such as restricting the account and ultimately closing it when such alerts are triggered. It's important to note that we are currently unable to lift the restriction on your account. Our investigation into this matter will continue until the closure process is finalized. This process might take up to 30 business days. Any remaining funds in the account will be returned to you at that time. 

On XX/XX/2023, I sent a new inquiry, pointing out that XXXX now had my money for over a month and I needed to know how much longer they would be holding my money without granting me access to it. 

XXXX responded : " ... We want to provide you with a clear understanding of the situation. We enforced the restriction due to multiple fraud alerts originating from external databases ... '' and it continues with the exact wording of the previous inquiry. 

It has now been over 30 business days since I opened my account with them. I not only have no access to my money, and they not only will not return my funds, but, they will not even give a date at which time I can get my money. 

At this point I just want my money back. I do not wish to deal with these people any longer, and, as a senior citizen on a fixed income, I simply can't afford to have my liquid funds being frozen in a bank account indefinitely. If XXXX has a problem with my account, and suspects fraud ( for which they have never called me or communicated with me in anyway to get confirmation of any information that would resolve the issue ), then they can simply return the funds to the bank account from which it was ACH 'd in the first place. 

If they suspected fraud, they should have rejected the deposit of the money. But they took my money and refuse to let me use it, or to even return it. 

I need my money returned to me now, as soon as physically possible, preferably by ACH to the same banks from where the funds originated.

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