Consumer complaint received 2023-03-10
Company: FIRST NATIONAL BANK OF OMAHA
State: NJ
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:
I have serious concerns that NYCB ( the Company ) is not adhering to the Fair Credit Billing Act, as it relates to my rights to a timely, accurate, fair, transparent, and equitable dispute process regarding fraudulent activity on my account. 

The Company is also failing to acknowledge and directly reply to my inquiries and requests for information on this matter. I have made several attempts, and spent significant time speaking with the Companys representatives, but have received nothing that could be considered responsive to my original requests for information, which has been pending for several weeks now. 

I believe the circumstances of my claim clearly warrants an immediate crediting of my account in the amount of {$2800.00}. 

On XX/XX/2023, after receiving a text message regarding an attempted purchase at the retailer XXXX XXXX for {$4600.00}, I immediately became aware that my NYCB credit card had been used without my authorization. Upon logging in to my account, I determined that there were a number of other transactions that I also did not recognize. 

I called NYCB customer service at once, at approximately XXXX XXXX on XX/XX/23, and spoke with a Customer Service representative to bring this to their attention and presumably disable the account number. We proceeded to go through the charges in detail, and she indicated she had processed my claim, and replacement card, etc. 

In the subsequent 5 weeks, I have yet to receive a single provisional credit for any of these charges. I have also been patiently waiting for some contact from the investigator, from the bank itself, such as an itemization, affidavit, or more preferably, simply credits ( provisional or final ), for what are clearly unauthorized transactions that I should not be responsible for. 

In the absence of any contact, information, or activity of any kind from the company, I have also reached out myself to inquire as to the status of the case. I did so on XX/XX/23, and was told that investigators were delayed in processing claims due to the holidays. I followed up again on XX/XX/23, and again was given no new information or updated status, nor even that the claim had been picked up by an investigator yet.

As it pertains to the case itself, it appears that one of my authorized users cards was lost, stolen, or compromised, because there is a mixture of my authorized transactions ( made with my card ) and unauthorized unrecognized transactions ( presumably made with the other card, or cloned card ). On several occasions this occurred almost simultaneously in different parts of the country, which I pointed out to the agent on XX/XX/23. For this reason, I fail to understand the reason for the delay, in such a clear case.

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