Consumer complaint received 2023-01-02
Company: FIRST NATIONAL BANK OF OMAHA
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
In XXXX of XXXX, we responded to an offer from XXXX  XXXX XXXX XXXX XXXX XXXX XXXX to process a balance transfer with XXXX XXXX interest through XX/XX/XXXX for a XXXX XXXX fee. We borrowed {$11000.00} on this offer, and that amount including fee ( {$11000.00} ) appeared as the total balance on our following statement. 

As per the terms of that cards agreement, a XXXX XXXX minimum payment was required each month, beginning just below {$120.00} in XX/XX/XXXX, and declining with lower balances in following months. We set-up automated payments of {$150.00}, and XXXX of these were processed on-time from XXXX through XXXX of this year. As there has been no other activity on this card, the XXXX statement reflected the remaining balance of {$10000.00}, with a minimum payment of {$100.00} due in XXXX. 

In XXXX, we also received notice that the XXXX XXXX XXXX XXXX would transition from the XXXX XXXX XXXX to be held by FNBO ( First National Bank of Omaha ). New cards were sent, and we were instructed to re-establish access to our account at XXXX after XX/XX/XXXX, and make further payments through them to keep our account current. At the same time, our previous account access through XXXX was cut-off. 

As required, I enabled account access at XXXX, then set-up automated payments of {$150.00}, as I had with XXXX XXXX XXXXXXXX previously to meet the monthly minimums, though I switched back to manual payments after discovering problems with their AutoPay mechanism, proving it unreliable. While discussing AutoPay problems with XXXX, I also discovered that the required minimums shown on my XXXX statement had been increased to over {$170.00}, from what had been {$100.00} on the XXXX statement. At that time, I asked if this was related to XXXX  errors which had also prevented AutoPay from being set-up properly, and that they adjust the minimum accordingly, but they would not. 

I have just received my XXXX statement for this account from XXXX, and it now requires a minimum payment of double what was required previously. Continuing the discussion on this point, I was told that the minimum payment had indeed doubled from XXXX XXXX of the total balance to XXXX XXXX as part of the changes between XXXX XXXX XXXX and XXXX policies. I have made clear that I have not agreed to such a change, was not given an opportunity to opt-out of any such changes during the transition, and insisted that they uphold the terms of the original agreement for this pre-existing balance until it has run its course. They respond only that the " opt out '' period has passed, and I have no choice but to accept these new terms. 

A transcript on this discussion is attached below ( note that the responses are shown in reverse-chronological order, with the newest reply on top )

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