Consumer complaint received 2019-09-09
Company: FIRST NATIONAL BANK OF OMAHA
State: VA
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:
I have called the credit card company twice to resolve this ongoing issue of charging me interest. Every month I pay my new purchases balance in full. I got a promotional check for a balance transfer with a 0 % interest till XXXX of XXXX. I'm including three statements which clearly shows I paid my new purchase balance, fees for the use of the loan, ( which I understood and agreed to pay ) and payment on the loan delivered on XX/XX/XXXX which needed to be paid on XX/XX/XXXX. When my XXXX Statement arrived I was surprised to see I was being charged and interest fee. When I called the credit card company they said I didn't pay my balance in full. I explained to them I did but your including the loan balance as a total new balance with my new purchases for the month. What good is the 0 % interest till XXXX of XXXX if you include this as part of my new balance and charge me 25 % interest? I kept getting the run around about their policy, so I told them fine I'll just pay the entire amount off which I did shown on the second statement delivered XX/XX/XXXX that was over 2 weeks early as payment was due on XX/XX/XXXX. So you can imagine my surprise when my XXXX statement arrived and I had another interest charge. I then recalled the company and asked them why are they keep charging me interest as I paid my entire balance in full over 2 weeks earlier then it was due. They kept on the same statement that this was due to me not paying my balance in full. I asked the customer service rep if he agreed that I paid my new purchases in full every month and he said yes. I then asked him if I paid my minimum amount due on the loan and he said yes. So then help me understand what I haven't paid? He didn't have a response for me other than I hadn't paid my balance in full. Really because it's clear that I did. I think this 0 % balance transfer program is a scam and I'm requesting the interest charges for both months and the fee I paid to have this Credited back to my account as a total of {$57.00} as I did not get the service I was promised. Before I decided to take advantage of this balance transfer I called the credit card company and asked how this all works and they told me, ( which was a recorded line ), that my everyday charges would be separate from my balance transfer and as long as I paid my new purchases in full and the minimum requirement on the loan I would not be charged interest. This is obviously not the case. When I found this service to report this issue I read of another person with a case number XXXX submitted on XX/XX/XXXX with the same issue from the same credit card bank. Got me to thinking how many others are out there getting ripped off by this so called 0 % loan. This is very unethical and I hope you can put a stop to this companies actions as to me this is what is upsetting me more. Having the credit of {$57.00} would be nice but if my actions help others then that would be well worth my time in submitting this complaint.

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