Consumer complaint received 2019-07-12
Company: FIRST NATIONAL BANK OF OMAHA
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
My credit card account with a credit limit of {$2400.00} was opened in the year XXXX. I have used this card to make purchases, most recently after XX/XX/XXXX but before XX/XX/XXXX. I paid off the balance due before it was due just prior to the end of the month of XX/XX/XXXX. 

I have been expecting a replacement card to arrive in the mail, as all of my other replacement credit cards from other banks come to my mailbox, since this credit card expired the last day of XX/XX/XXXX. However, it is now XXXX and I have not received the replacement credit card from the issuing bank. 

Therefore, today I called the bank that originally issued to me the credit card in the year XXXX and spoke to one of its agents at length about why I have not received a replacement credit card from a bank with which I have maintained an excellent relationship by paying as agreed all balances due on my credit card since the credit card was established five years ago. Never have I ever been delinquent to pay any balance due to this bank and I have maintained perfectly my end of the written agreement that I signed prior to the bank issuing to me the credit card I received from this bank in the mail in XXXX. 

The customer service agent employed by this bank that I spoke with on the phone today stated that the bank had sent me a notice that it would close my account due to inactivity if I did not use the credit card. I never received the notice the customer service agent claimed the bank had sent to my address that has not changed in over twenty-five years. Therefore I believe that either the issuing bank or the customer service agent I spoke with was at the least disingenuous in the claim that a notice informing me that my credit card account would soon be closed due to inactivity had been recently sent to me, prior to my having used this credit card to make a purchase last month, as I have no problem receiving all other mail properly mailed to my address of over two and a half decades.

The customer service agent stated to me today that the only way that I can receive a replacement credit card is to formally reapply for a new credit card account with this bank which will require me to fill out a new application for a credit card and will permit the bank to make a hard pull inquiry with the credit bureaus which will negatively affect my credit scores with the credit bureaus.

I do not wish to reapply for a new credit card because it is simply not necessary in that I have maintained a perfect relationship with this bank for five years, have never been delinquent on my account, and contrary to what the customer service agent claimed on the phone today, I have been actively using this credit card by charging merchandise to this card and paying the balance due before the due date prior to the cards expiration date of XX/XX/XXXX. On top of that, I never received notice from the bank that my credit card account was about to be closed due to inactivity as was today wrongly claimed by the banks customer service agent. 

This dispute should not exist to start with for all of the reasons I have explained that can be easily verified in my account record with this bank that can not prove that it sent, or that I received, a notice in the mail that my account would soon be closed due to inactivity. 

The right thing for the bank to do to maintain the excellent relationship we have enjoyed for five years is to immediately send to me by mail the replacement credit card to replace the credit card that expired on XX/XX/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 explanation