Consumer complaint received 2022-01-07
Company: FIRST NATIONAL BANK OF OMAHA
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/XXXX I requested a balance transfer in the amount of {$3300.00} from my XXXX XXXX issued by First National Bank of XXXX ( XXXX XXXX XXXX XXXX, XXXX XXXX ) in response to a low interest promotion offer into my checking account with " XXXX  '' bank. 
I logged into the bank 's website and filled in the required information : A - The account number ( where the money will be deposited into ), I entered my debt card number. 
XXXX - XXXX dollar amount to be transferred ( I entered {$3300.00} ). 
C - The name of the receiving bank ( I entered " XXXX XXXX '' ) I then clicked on " Process '' and received a message that my request was being processed. 
Two days later I noticed that the transfer had posted into my XXXX XXXX account along with {$67.00} for Balance Transfer Fee. 
After few days I started checking my checking account with XXXX online to see if the balance transfer had posted into my account to no avail. 
I called XXXX to inquire and was informed that there was no such deposit received. 
I called First National Bank of Omaha XXXX Customer Service several times to inquire and was always told to give it XXXX more days, eventually I was advised to allow up to ( XXXX ) business days for the check to arrive. Every time I called the customer service representatives were eager to end the call without actually trying to investigate or do any research. On or around XX/XX/XXXX I pressed the representative to research the system and sure enough she found out that the check had been processed and cashed on XX/XX/XXXX by XXXX and advised me to contact them which I did and was assured that there was no such a check in their system. 
I called First National Bank back with XXXX 's response and was advised by Customer Service to call XXXX again and tell them to have their accounting department call First National of XXXX 's accounting department and that they should be able to locate the check. 
I called XXXX again and relayed First National 's request and was told that they would not do that and that the bank that issued the check should be the one to call them. 
I then asked to speak to a manger who also insisted that the issuing bank is the one that needed to contact them, after a prolonged and heated back and forth discussion with the XXXX 's manager I was too agitated to continue and asked him to close my checking account which he did. 
I called First National again and explained XXXX 's position and again the representative insisted that XXXX should be the one to call them, at that point I had wasted several hours between the two banks either waiting for someone to pick up the call or being placed on hold and again the representative was clearly trying to end the call, so I asked to speak to a manger, I was placed on hold again for so long until finally she came back online and advised that the manager was busy and that he would call me later. I waited for a call back to no avail until the following day. The manager was straight forward and extremely rude and bluntly told me that it was my problem together with XXXX and that they did send the check as I requested and that was it for them, I then asked for a copy of the cashed check so that I would have a proof when talking to XXXX again ( bearing in mind that my relationship with XXXX had been terminated ). 
Again, I got the same response from XXXX, speaking from one manager to the next and eventually ended the call with no resolution. 

I called XXXX XXXX again trying dispute the charge since I had not received any funds, however, the agent response was that my issue didn't qualify to be a disputed charge and advised that I needed to speak to the same manager that I had spoken to a couple of days earlier, again that manager, was extremely combative and rude and claimed that I accepted the charge when I pressed ( Process ) initially and that made me responsible and that I had given them the wrong information, and or the wrong address. 

I started calling several numbers in XXXX for help to no avail, I even initiated another balance transfer from First national Bank into my XXXX  Credit Card ( not the checking account ) in the amount of {$140.00} plus {$10.00} processing fee to verify their process and confirmed that the bank 's system does not even require the receiving bank 's address unlike what the manager had claimed, after the second balance transfer request was processed, I then realized what went wrong, it turned out that First National Bank had sent the check to the Credit Card Payment Processing Center in XXXXXXXX XXXX instead of the Checking Account Processing Center in XXXX XXXX 
Armed with the new knowledge I called First NationaXXXX, spoke to the same manager again he was still adamant that it was not his problem but mine so, I asked to speak to his manager, he then advised that he would have her call me the following day. 
His manager called me the following day, apparently she had been filled in with her Subordinate 's version, that her response was similar to his, I asked her to tell me what I had done wrong, and her response was basically that the issue was out of her bank 's hands and there was nothing they could do to retrieve the funds although I kept telling her what XXXX had repeatedly required fort her accounting department to contact them but she wouldn't accept that and insisted that it was out of their hands, well I repeatedly explained to her that it was out of my hands as well and that XXXX would not have anything to do with me being the recipient and that only the issuer should pursue that issue in addition to the fact that my banking relationship with them was terminated. Again, she made it clear that there was nothing they could do and that I was responsible for the funds that I never received and never will and that I was expected to pay it back! 
I threatened to sue and take them to court but unfortunately everything I said just fell on deaf ears. 
This has been going on for over a month and a half, I'm XXXX, can't afford an attorney and do not want to ruin my credit because I depend on it plus I borrow student loans for my child to attend college so i need my credit in good standing, please help me or advise me of the best way to handle this dilemma, I needed the money to begin with that's why I wanted a transfer to my checking account, now not only I didn't receive the money that I needed but also I'm expected to pay it back. I have been on XXXX since XX/XX/XXXX of XXXX and making ends meet is extremely hard as it is to add even more burden to my finances unjustly for a mistake I didn't commit just because they can. 
I trust you will stand up for justice and see to it that justice is served. 
Thank you in advance for your attention to this matter. 

God bless you all and God bless America.

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