Consumer complaint received 2023-01-28
Company: FIRST NATIONAL BANK OF OMAHA
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I have been pursuing a resolution to an error I made on XX/XX/XXXX when I made a XXXX XXXX payment of {$2600.00} to XXXX XXXX  instead of sending it to the new XXXX XXXX XXXX account When I discovered the error I called the number on the back of the XXXX XXXX XXXX card and was connected to XXXX instead. I explained to the XXXX representative what had happened and she said that it would be corrected and no interest would be charged. She also asked me to fax my XXXX XXXX XXXX XXXX Banking transaction showing I had sent the payment to XXXX. This I did on XX/XX/XXXX. 

When the XXXX statement came in XXXX with no correction, I called XXXX and was told that it could take up to two billing cycles to clear. No mention was made about the fax I had sent. 

When the XXXX XXXX  statement came and still no correction had been made, I called and was told I needed to have included an official document from my bank showing the transaction with a tracing number. I immediately went to my bank and they gave me a document showing the Automated Clearing House ( ACH ) debit was payed XX/XX/XXXX to XXXX XXXX XXXX in the amount of {$2600.00} with a trace number of XXXX, This I faxed to XXXX on XX/XX/XXXX. 

When the XXXX XXXX  statement arrived with no correction I called and was told that XXXX was receiving batches of accounts forwarded by XXXX  and it would take time to go through them and apply them to the new accounts. No mention was made of the fax I had sent in XXXX. I was getting the feeling I was being put off so I asked for a valid number to contact XXXX myself and your representative XXXX obliged me with XXXX. 

I called XXXX and their Representative transferred me back to XXXX. I called back to XXXX and made clear I wanted to talk about the Old account. He looked it up and saw that it had been credited the {$2600.00} and he said it would take 17 business days to receive a refund check. He also sent me XXXX  replacement statement showing the XX/XX/XXXX. XXXX payment. 

XXXX came and no correction to the XXXX account and no check from XXXX, I called XXXX and they said the request for a refund would be resubmitted and it would take 2-3 weeks. I also called XXXX and was told that the Fax I had sent in XXXX contained only the cover sheet and would need to be resent. I resent it on XX/XX/XXXX I called the next day and XXXX said they did not receive a fax at all so I sent it again on XX/XX/XXXX. I called XXXX on XX/XX/XXXX, XXXX, This time they had received it but your representative told me that the XXXX accounting department had said unfortunately XXXX XXXX  has your money and you will have to deal with them. 

I called XXXX immediately and was transferred to a XXXX who told me XXXX had purchased those accounts and XXXX no longer had access to them. We went back and forth for over a half hour and she just repeated the same phrase. 

In the mean time I had sent certified letters to both Banks trying to get someone to listen but got no replies. 

I then sent a complaint naming XXXX XXXX  to the Consumer Financial Protection Bureau and to the XXXX XXXX XXXX. This got action and I received email from XXXX XXXX in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX  stating that XXXX  had sent XXXX the {$2600.00} in the account ( OLD ) To XXXX  around XX/XX/XXXX. I faxed this email to XXXX on XX/XX/XXXX. I called XXXX and was told they need more specific, they could not find that account. 

XXXX XXXX XXXX XXXXXXXX then sent me an email saying XXXX had sent through a trailing file XXXX wire transfer # XXXX XXXX to XXXX with my payment. I called XXXX on XX/XX/XXXX and spoke with XXXX. She was very kind and took the information and passed it on to your accounting department. She said she would call me back the following Wednesday. When I did not hear anything I called on Thursday and was told that XXXX was busy but she would be told I called.. I called back on XX/XX/XXXX, XXXX and spoke with XXXX who told me Accounting was still working on my case, but they had a lot of accounts from XXXX to go through and XXXX would call me when they had more information.. This is what I was told back in XXXX! 

I would think that six months is plenty of time for XXXX XXXX to have found my payment. You don't have {$2.00}, XXXX laying around gathering dust since XXXX while my account gathers interest payments do you? I want my account cleared of this payment and all interest remove

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