Consumer complaint received 2021-01-29
Company: FIRST NATIONAL BANK OF OMAHA
State: PA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
XXXX XXXX of XXXX, I called First National Bank of Omaha to pursue a personal loan for the total sum of XXXX to serve as debt consolidation. 3 balances were to be paid off. I was informed they could not send me the money directly, where I would then pay off my balances, myself. Instead, as a requirement, I was to provide where to send the payoffs, so FNBO could pay off the balances, themselves. 2 of the balances received their payments in full. 

The third balance, held with XXXX XXXX XXXX, was to receive a mailed check for XXXX. Instead, an electronic payment was sent to a separate XXXX XXXX  location. No information was requested for where to send the payment. They collected my account information for my balance with XXXX XXXX XXXX, and sent the payment electronically. This payment was lost. 

FNBO provided me the tracking information for this electronic payment, which I then forwarded to XXXX XXXX XXXX. They have not been able to locate the payment. 

XX/XX/XXXX at approximately XXXX XXXX, I called FNBO and spoke with XXXX, whom after being made aware of the situation, forwarded the details of the situation to his supervisor. I was advised by XXXX that they would be looking to retrieve the funds, and I would later be notified once the funds were successfully retrieved in order to properly issue the check for the total payment of XXXX. 

XX/XX/XXXX at approximately XXXX XXXX, I spoke with XXXX, whom connected me with a supervisor XXXX. I was then advised that no progress had been made. I was advised to callback. I then asked XXXX what protections the customer had if the company was unable to fully provide the service as promised, and he said there was no protection for the customer. 

XX/XX/XXXX at approximately XXXX XXXX, I spoke with XXXX. She advised no results for the current investigation. I had asked her who I could contact if I needed to file a complaint with the company. Her response was that she did not know. She did advise me that the company that processed the electronic submission was called Transactions Support XXXX XXXX. I was then connected to a supervisor named XXXX. 

XXXX advised me that an email had been sent XX/XX/XXXX to transaction support to try and locate the payment. No responses to the email were provided. XXXX did advise of what was called a " provisional credit '' that could be issued to pay off my balance while the payment was being recovered. He stated it would not be issued at this time because " higher ups '' were still investigating the issue. I also asked who I would contact in order to file a complaint. I was given no clear response. 

XX/XX/XXXX at approximately XXXX XXXX ( eastern time ) I spoke with XXXX. XXXX confirmed the email that was sent to transaction support, with no recorded responses at this time. I also asked XXXX who I would contact in regards to a complaint. No clear response was provided. XXXX connected me with a supervisor named XXXX. 

XXXX confirmed that no progress had been made. I also asked XXXX about who regulated them, as to file a complaint, and no clear response was provided. I discussed the " provisional credit '' as previously mentioned, and was advised that they do not offer provisional credits. 

I then, for the record, stated with XXXX that I never provided where to submit the electronic submission. This information was assumed, and the lost payment was the company 's mistake. I then informed XXXX that it was conditional that I allow the company to pay off my balances directly in order to be approved for the loan. I would agree to the terms, with the service provided that they pay off my balances directly. I stated that come XXXX of XXXX, I would officially make my first payment towards the loan. I stated that if at that time, as I met the conditions agreed upon, that the company should be responsible for meeting the conditions as promised to me. Conditions which currently have not been met. I advised XXXX that at that point, I would be making payments towards a loan, which I phrased plainly as a good or service, that was not provided entirely to me. 

I also made XXXX aware of the mental anguish, XXXX XXXX XXXX  to XXXX  or XXXX  XXXX, and inability to perform my job because of the stress caused. No direct response was provided. I advised XXXX that I am still currently making payments towards my XXXX XXXX XXXX, and in just over a week from now, would be making payments towards both this new loan with FNBO and my XXXX XXXX XXXX simultaneously, which may only further drive me into debt, as I may not be able to carry both loans. I made him aware that I would be making payments towards a loan which had not entirely been provided to me. I advised him that I would honor the terms and make my payments, but I would hold the company responsible for their mistake. I advised him that it is their responsibility to correct their own mistakes, and not allow their customers to suffer. No clear response was provided. 

I have already submitted a complaint with the XXXX  XXXX  XXXX, and was advised they would allow until XX/XX/XXXX to receive a response from the company. I don't feel the correct action has been taken by FNBO to reconcile this issue. The customer service has been friendly, but the actions taken have yielded no results, and I can not accept the situation, given that the service promised to me has not been provided. 

Please help me. It feels like this company answers to no one. It feels as though I have been stuck with an extra XXXX in debt, which I can not afford. I can not afford a lawyer. I am losing hope. I don't know what to do. Life has been terrible enough as is, given the pandemic, and I am struggling to hold myself together. Will someone please just let me know this is going to be ok.

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