Consumer complaint received 2023-08-07
Company: FIRST NATIONAL BANK OF OMAHA
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2023, XXXX XXXX contacted FNBO to inquire about increasing the limit on her XXXX account so she could pay the security deposit and first month rent on an apartment in XXXX, CA. FNBO advised her to contact XXXX since XXXX was new to FNBO and they did not know how to increase the limit. XXXX XXXX contacted a number she believed was XXXX customer support at ( XXXX ) XXXX but the number was a scam number online. Please see enclosure ( 1 ) the first outgoing call at XXXX is made to this fake number. When she contacted this number, she was told that someone used her bank account to purchase bitcoin. XXXX XXXX immediately called FNBO to verify the claim and FNBO informed her to work with XXXX to address the issue. See outgoing call at XXXX on enclosure ( 1 ). The fake XXXX number provided XXXX XXXX with a cancelation code to enter into a bitcoin ATM in XXXX, CA, and FNBO called XXXX XXXX and told her to enter dollar amounts in the ATM to cancel the transactions. See next call on Enclosure ( 1 ). Once XXXX XXXX entered the amounts with the cancelation code, she received a text message from ( XXXX ) XXXX indicating that the amounts entered were cancelled see enclosure ( 2 ). 

After receiving this text, XXXX XXXX called FNBO and learned that there were multiple pending transactions on her checking account. See last call on enclosure ( 1 ). Despite her request that FNBO cancel these unauthorized transactions, FNBO informed her to wait until they posted, placed a provisional credit on her account, and thereafter initiated an investigation. 

On XX/XX/2023, FNBO concluded that no error had occurred with regard to the transactions in dispute and reversed the provisional credits on her account. The letter stated I am not able to credit your account since the merchant you authorized to bill your account has provided the services or merchandise as requested. See enclosure ( 3 ). The only evidence FNBO used to resolve the dispute were bitcoin XXXX receipts for the transactions in dispute. See Enclosure ( 4 ). 

The four transactions from XXXX XXXX FNBO checking account were unauthorized. She was a victim of fraud and she filed an Identity Theft Report with the FTC and a complaint with CFPB regarding this matter. XXXX XXXX does not use bitcoin, and she did not receive any service or merchandise as a result of the fraud. Further, FNBO was involved in this matter. She initially called FNBO to raise her XXXX limit and was told to contact XXXX. Further, she contacted FNBO again to verify the claim that someone had used her checking account to buy bitcoin. FNBO again referred her back to XXXX. Additionally, FNBO called her and supplied her with numbers to enter into the bitcoin ATM. Given FNBOs role in this matter, it is unconscionable for FNBO to take the position that there was no error and to wash its hands of this matter and point to someone else.

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