Consumer complaint received 2020-07-15
Company: FIRST NATIONAL BANK OF OMAHA
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Can't close your account

Complaint:
On XX/XX/XXXX at XXXX I called First Bankcard ( XXXX XXXX. XXXX XXXX XXXX, NE XXXX ) and spoke with XXXX. I explained there were fees on my account that needed to be reversed, that I wanted to make a payment bringing my balance to {$0.00} except for the fees that needed to be reversed and that I wanted to close my account with First Bankcard. XXXX informed me that the late fee and interest fee was corrected and that my account would be closed. He gave me a confirmation number regarding the closure of my account which was # XXXX. 
XX/XX/XXXX I receive a statement from First Bankcard and there is a {$4.00} balance on the account. I was confused because I cancelled my account over four months ago. 
On XX/XX/XXXX at XXXX I called First Bankcard ( XXXX XXXX. XXXX XXXX, XXXX, NE XXXX ) and spoke with XXXX. XXXX verified my XX/XX/XXXX phone call and was able to see the notes on my account regarding the fees, the payment and my request to close my account. I wasn't getting anywhere with XXXX so I asked to speak to someone higher in management. XXXX got on the phone and I explained the situation to her ; that I had called in over 4 months ago and requested my account to be closed. She also verified the information by reading the notes in my account. She said she would speak with XXXX and make sure he knew that he needed to follow through better and close the accounts he told customers he would close. XXXX also continued to tell me that charges come through on closed accounts all the time. It was my responsibility to pay the amount due. She said she would close my account but I would need to pay the amount due. I asked her in many different ways how in the world I was responsible for XXXX not doing his job correctly and not, in fact, closing my account as requested. I told her there would not be a charge if the account was closed, it would have been rejected. No matter how I worded it, she was NOT going to acknowledge the fact that if a credit card is closed, charges can't be made on an account that doesn't exist. However, my account was not closed like I was told it would be by a First Bankcard representative. I informed everyone I spoke to that I was recording the phone call. I do have the recording. I was not getting anywhere with XXXX either, so I asked to speak with someone higher in management than her. She guaranteed me that someone would be calling me within 48 hours of XXXX XX/XX/XXXX. 
I can not believe that this institution actually wants to hold me accountable for their employee 's careless mistake. I DO NOT believe it is my responsibility to pay for XXXX not doing his job correctly. I also think it is terrible for upper management to be so unwilling to help a customer. I believe I am owed an apology along with the minimal amount due removed from my account. I want my account closed as soon as possible. I hope that the people involved get the proper training required to deliver better customer service.

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