Consumer complaint received 2019-05-02
Company: FIRST NATIONAL BANK OF OMAHA
State: KY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX ; my {$400.00} dollar payment to First National Bank Omaha was deducted from my checking Acct. as usual by bill pay via XXXX from my XXXX XXXX XXXX  acct. This was an XXXX VISA Card issued by FNB Omaha Acct. 
FNB Omaha received the payment. 
Several days later my card was declined at two separate stores. I knew my credit limit was in excess of about XXXX XXXX dollars. FNB Omaha had recently increased my credit limit due to my very good payment history. Years of payments to this institution. Never late. Always well above the total due each month. 
Returned home and called First National Bank Omaha. Rep. said all old accounts had been purged from data base in XX/XX/2019. Rep. said my payment had been returned to my bill pay at my bank. Also said I needed to update my bill pay XXXX to show my new account number ; as they could no longer accept my payments as previously under the old Acct. number.He said my account had been temporarily suspended due to my late payment. I told him that this was no fault of mine and that the fault lay with First National Bank of Omaha. I logged in to my XXXX XXXXXXXX XXXX  and changed the number to that on my VISA card. 
Several days later the {$400.00} dollars never came back into my checking acct. I called my bill pay customer service and they began an inquiry to FNB Omaha as to where the payment money was at. Two days after that I called bill pay again and they told me the payment was never returned to my Acct. I then called FNB Omaha again and the representative told me they had found the money and applied it to my acct. I had told them in both these two calls that I would not accept a late payment mark against my credit score. They had told me it was my fault for not changing the old account number and that a letter had been sent to me explaining this. I may or may not have received such a letter ; and if I did I may have shredded it or burned it thinking it contained blank promo checks etc. 
The third call to FNB Omaha I spoke to a Rep. and then to her Supervisor. I again reiterated that I would not accept a late payment report against my credit score as they had held my payment too long before applying it to my new acct. number. Supervisor told me that it was not their fault and that I should have changed my number when I saw the XX/XX/XXXX statement. I do not remember anything about it on my paper bill from XX/XX/XXXX. I did find theXX/XX/XXXXstatement and there was no such warning on it. I disputed with the Supervisor and told her that due to my awesome payment history and years of card use I would not accept a late payment mark and also they never returned the money to my Acct. and it took several days for them to process this payment. I then told her to close the account and she did. I told her this was a terrible way to treat a card holder with an exemplary payment history as I had. 
First National Bank Omaha and the XXXX ended their association in XX/XX/XXXX. This may or may not have been bias against XXXX members such as myself.

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 monetary relief