Consumer complaint received 2023-03-24
Company: FIRST NATIONAL BANK OF OMAHA
State: TX
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:
On or about XX/XX/XXXX, I legally changed my name and gender with the state of Texas. I was : XXXX XXXX XXXX, XXXX. I am now : XXXX XXXX XXXX, XXXX. At that time, I began to send in to all my credit card companies, FAFSA, my grad school, my church, etc., the copies of the certified court documents. I experienced difficulty changing my name and gender with First National Bank of Omaha ( FNBO ). FNBO wanted ONLY certified copies from the court which cost me about $ XXXX for each copy. I submitted information to FNBO as they requested and about a month later figured out they had done nothing. I contacted them to find out what was going on and was told, 'we never received your information. ' I was told by the agent I had to submit another certified copy, which was $ XXXX for me. About six months AFTER I sent in the second packet, I received a new card with my new name. The online account and app though, still reflected my dead name. I ignored this until now. 

On or about XX/XX/XXXX, I changed my address to XXXX XXXX XXXX, XXXX TX XXXX and promptly submitted all address changes, etc. 

From around XXXX - XX/XX/XXXX, I used my FNBO card to pay rent a TEMPORARY location : XXXX XXXX XXXX, XXXX TX and updated my address in my accounts. No XXXX address form was used for this TEMPORARY address. 

Then in or around, XX/XX/XXXX, I sent in a XXXX change of address to reflect my permanent address of : XXXX XXXX XXXX XXXX XXXX TX XXXX and I updated my email address for all accounts. I changed my email from : XXXX, and changed it for all accounts to : XXXX. 

In or around XX/XX/XXXX, I noticed a {$200.00} charge that I did not recognize. I disputed the charge by calling in to FNBO to do so. I spoke to an agent and told them I don't recognize that charge and did not remember making the XX/XX/XXXX charge. It was at this point that things began to go badly with FNBO. I was told by the agent on the phone that my phone number of XXXX was NOT verified and that the XXXX address was also NOT my address. Funny that someone else in XXXX knows what part of the country has the audacity to tell me I don't live where I live and that the phone number I gave was incorrect. I was told to go to MY local bank and ask a teller to call FNBO to prove to them that I was who I was. I don't have a LOCAL bank as it's Texas and they all take Fossil Fuel money. I use XXXX XXXXXXXX XXXX that is Fossil Fuel investment free. I have had no problem with my online bank or other credit cards verifying my identity, have never ever been told to go to MY local bank to assist another bank in verifying who I was! I went to a local credit union, XXXX, to do what the woman told me to do and was told by XXXX that they have not heard of this, would not do it, it was an unusual ask the teller told me. An XXXX nightmare began. 

Around XX/XX/XXXX, I received an email at : XXXX from FNBO stating I had a balance and to pay it off. However, neither the app or the online features for payment were available! Both online and in the app stated I had a {$0.00} balance with nothing owed. And, the email address the alleged FNBO email used, was NOT my email address on file as you will see in my attached documents. In XXXX, I received an email at otconsulting stating my payment was late and now I had late fees to pay as well. But the app and online accounts still read {$0.00} owed. Confused, on XX/XX/XXXX, I called FNBO and was told that they could not verify me that my phone number was wrong and that I had to go to MY local bank and they ask them to call FNBO to prove my identity. 

I am complaining because I am receiving emails from FNBO at an old email address that I don't use for critical things, like banking and cards. I find the online and app to state I don't have a balance. I have forwarded and reported the alleged FNBO email to FNBO and reported it as phishing. The email has the wrong account number even! I don't know if FNBO is targeting me because I filed name and XXXX  change orders, or they have been hacked and have told no one. I don't know what is going on but I have a 20 year history of on-time payments and a good credit score despite all the student debt I will never get paid back that makes my income to debt ratio horrible. I have NEVER been refused access to my account, ever. It's XXXX, why do I need to go to a some local unknown entity to prove my identity? XXXX did not ask me this. My XXXX XXXX XXXXXXXXXXXX XXXX, never asked me for this. Why is FNBO doing this? I don't want some non-payment on my credit report IF I owe money. Why won't FNBO use the correct email address - see attached documents of the account information I am seeing. 

I have now written FNBO to close this account which will DROP my credit score for some reason. And why do credit scores drop if we do not own a home? I have real issues with that too. I've had 7 homes and each time after I sell, my score drops over 100 points. Anyway, FNBO has some real customer service issues, some IT issues, and maybe they were hacked. I need help. If I owe, I want a paper statement as to why I owe, I want a paper statement with the correct account number, etc.

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