Consumer complaint received 2020-04-02
Company: FIRST NATIONAL BANK OF OMAHA
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Following instructions of merchant provider and clearing it with the bank in advance, upon charge the bank closed CC and refused to investigate I operate a XXXX XXXX, and use the First Bank  Credit Card ran by the First National Bank of Omaha. This bank is listed under several different names in order to make customer complaints harder and virtually irrelevant. This business looks only at numbers. I spoke with a service agent, looking for a reasonable solution to a simple problem. 

I had to provide a customer refund due to the Covid-19 Crisis we all face. On XX/XX/XXXX/XX/XX/XXXX I spoke with the booking software aka merchant provider and they recommended to use my Company card ( this one ) to charge into their point of sale. I have attached screen shots of the emails and collateral that specifically recommends we do this. 

Just to be safe, I called the Credit Card Company, in advance to make sure that this wasnt going to be a problem. The agent I spoke with said no problem, as long as it isnt a large number, over like {$1500.00}. I thanked the agent and said I wanted to make sure it wasnt a problem and would run the charge. 

The Company proceeded to disconnect my card without any conversation, notice or outreach on XX/XX/XXXX via snail mail. I even spoke with a representative who earlier last week and they mentioned nothing about the card being shut off. 

I called customer service and tried to explain the situation, expecting a quick solution to a simple problem. I was met with zero interest into what happened or why, essentially accused of committing financial fraud by two representatives and a manager. When asking for the last name of an agent, whos name was XXXX he said, " its actually a number XXXX. '' This accurately reflects how this bank views both employees and customers. 

The manager I eventually spoke with, who I found out was the manager that each agent would speak with when they put me on hold is XXXX XXXX. After speaking with her I immediately knew why the customer service I received from her agents was so poor. 

Throughout the whole experience I was repeatedly lied to about what policy it is and whos procedure they were following. They even tried to say it was against the merchant provider agreement, which is exactly who instructed me to do this, my merchant provider. 

I have attached here and offered her evidence showing this is the case as well as call the call date that I was cleared, by the credit card Company. She repeatedly said they would do an investigation, AFTER I paid my entire balance off, not just the amount of the charge in questions but the entire balance, then they might do an investigation and possibly turn my card on. 

So after essentially accusing me of financial fraud Ms. XXXX and the rest of her agents tried to extort me for {$3000.00} without ever providing any place to submit evidence proving what I told them and not caring at all. Every agent I spoke with just spouted off boiler plate corporate responses. 

No where in their terms and conditions is this mentioned not to do this, I got clearance from their credit card company prior to making the charge that my merchant provider suggested that I make. 

What I want is for Companies like this who treat people like numbers and only care about their profits to go out of business. Unfortunately First National is a perfect example of this. 

What I will settle for is a fair and actual investigation to be conducted, if it shows ( which it will ), I was simply following instructions and acting in the best interest of my customers, they turn my card back on and I refund the transaction in question. 

I have a perfect payment rate and take paying my bills very seriously, which is reflected in my credit history. I may not have been the most pleasant to to talk with but in the circumstances, have been very mild mannered. 

Otherwise, I want the world to know that when crisis struck and people had the opportunity to do right or to take advantage of it, First National Bank of Omaha and their customer service staff proves that they do not care about anything but money. 

Perform an ACTUAL investigation, viewing the evidence and inform me whether or not the card will be turned on. At that point I will refund the transaction and consider whether or not I will continue to use their card. I am in the process of applying for loans and so the actual money on the card isnt an issue, its about the reflection on my credit score mostly. Obviously in these current economic times having a card as a cushion ( which ALWAYS has a low balance ) is crucial. 

Seriously, you all should be ashamed of yourselves for the way you treat customers and the fact that this has elevated to this point is ridiculous. This should have been and continues to be a simple solution, if you have any morals at all. 

Please follow up with XXXX XXXX who is XXXX XXXX supervisor, which no contact information was provided for or XXXX XXXX XXXX the VP of Customer and Employee Experience, or media.

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