Consumer complaint received 2017-10-29
Company: FIRST NATIONAL BANK OF OMAHA
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
First National Bank of Omaha, XXXX account. 
The credit card issuer is refusing to dispute the charge with the merchant. 
In the first week of XXXX I called the bank to dispute the purchase on my card which was a recurring charge from XXXX XXXX XXXX at XXXX that happened on XXXX XXXX when I was out of the country. I have cancelled the service on XXXX XXXX pursuant to new automotive coverage I purchased on XXXX XXXX deeming the service no longer necessary. After a very long wait time the representative told me that the purchase will be disputed and the temporary credit issued ( it was n't ). I also XXXXquested that the XXXX XXXX XXXX charges be no longer accepted. However when I received the statement XXXX weeks later it appears that the purchase was not only not disputed but the new charge from the XXXX XXXX XXXX dated XXXX XXXX allowed. When I called about this, again after about XXXX min wait, I was told that the XXXX purchase was not disputed since the company has 30 days from the original time to have the dispute initiated, contrary to what I was told on the first call in the beginning of XXXX. I requested the supervisor to review the call and inform me why the XXXX charge was not disputed contrary what was communicated. Furthermore on XXXX/XXXX/XXXX I received a statement from the bank that it will not dispute the charge after all and that it is my responsibility to contact the XXXX XXXX XXXX ( I did so twice in XXXX and XXXX ) to have the charge credited. 
Issues : 1 ) Why the the bank has a very long wait times to even get a basic service? 
2 ) Why the CSRs are misrepresenting the dispute process and telling people that the dispute will be initiated and escalated when it is n't? 
XXXX ) What does it say for the corporate culture that is not protecting consumers from unauthorized charges and allowing 30 days for additional unauthorized charges and possibly illegal behavior to occur? 
4 ) Why is it ok by the bank representative to say to the consumer that the dispute is initiated when in fact it is n't and the bank feels it has 30 days to do so contrary to what is represented? 
5 ) Is the refusal to dispute the charge a form of retaliation for the criticism of its operations as it appears to be in my case? 
6 ) In its communication to me the bank stated it requires proof of the cancellation of the XXXX XXXX XXXX service. Since the enrollment and cancellation transactions took place on the phone does it require both transactions to be recorded? Since it is illegal for anyone in IL to record transactions without prior consent, does it mean that as consumer of the bank I have to violate the law since the XXXX XXXX XXXX reps refused to give me a consent for the call to be recorded? 

Sincerely. 
XXXX XXXX

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 monetary relief