Consumer complaint received 2020-07-02
Company: FIRST NATIONAL BANK OF OMAHA
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have been communicating with this company throughout the month of XXXX with my last communication with them being on XXXX XXXX, 2020. I have spoken to numerous representatives and an individual from the office of the president at the company. I have been very clear that I would not be able to make my payment that was due on XXXX XXXX, 2020 due to being off work for 3 months due to COVID 19 pandemic. I was told by XXXX, a customer service representative on XX/XX/2020 that my late fee would be waived and my account was noted that I should not get calls for missed payment. I was told that I have a " 30 day grace period '' before missed payment would be reported to credit bureau and said I would have " until XXXX XXXX, 2020 '' to make my payment before any information is reported to credit bureau. She also said she would " monitor my account '' to make sure I am not charged a late fee. 
I was told in XXXX when speaking to a " customer assistance program '' representative that he would note in my account to " not call this customer '' about a missed payment because I am notifying them about my inability to make my XXXX payment. I have repeatedly informed this company about my inability to make my XXXX payment again because of no income due to COVID 19 pandemic. 
However, shortly after the XXXX XXXX, 2020 date passed I started receiving phone calls, several calls a day in the evening time, but no one would leave messages. I called number back and automated system said it was " First National Bank of Omaha. '' and it asked me to enter my account information. Since no message was left, I did not enter account information into an automated system. Calling someone several times a day and not leaving messages is Harassment. 
During my several different phone calls to them over past several weeks, I was told I would not be charged a late fee, not receive phone calls and not have missed payment reported to credit bureau. However, I was charged a late fee, and started receiving calls. Most of these calls were in the evening. I received several calls per day and no message was left, This is harassing. Furthermore, it is disruptive while working in therapy session with clients, having a phone ring. 
I made a payment of {$100.00} on XXXX XXXX, 2020. However, I have since received a letter from this company in the mail on XXXX XXXX, 2020 from their " collections department '' telling me my account is " past due '' and to " call to make payment arrangements '' I found it alarming since I have been trying to make payment arrangements for several weeks and once I miss a payment, they want to help me. 
I will be checking my credit report as this company 's ethics and integrity are questionable often not doing what they say they would do, not charge late fee, not call and not report to credit bureau but instead charged late fee, called me several times a day in the evening, then sent letter from collections department. Does this company not document in my account or not read the call history notes? I am concerned that they also reported to credit bureau.

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