Consumer complaint received 2022-08-02
Company: FIRST NATIONAL BANK OF OMAHA
State: MO
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/2022 I paid the amount of {$590.00} on my XXXX Credit Card, XXXX XXXX XXXX XXXX XXXX.... XXXX did not credit my statement ( and still has not ) because apparently they were switching over their bank processing payment from XXXX to First National Bank of Omaha. The new account number ends in XXXX. 

I then started receiving late payment emails and phone calls. I called on XX/XX/2022 and spoke with XXXX. First she tried to tell me that I had made a mistake and I had been clearly notified that I could not pay my bill online. She was quite insistent that it was my problem. I then pointed out to her that she was incorrect, as the statement only says that online bill pay is not permitted from XX/XX/XXXX and XX/XX/2022, and I made the payment on XX/XX/2022. Morever, my husband also has a XXXX card and I made his payment on XX/XX/XXXX ( to XXXX  ) which transferred over to the new XXXX account. After I read the language on my statement to XXXX, she finally yielded and said that she would put a note in the file that the payment had been made, and initiate the transfer with XXXX. She told me that would " take awhile '' so I should also called XXXX. She gave me the phone number of XXXX. I tried it, was put on hold for 30 minutes, then hung up on. 

I then received an email telling me that my XXXX payment was late, and my XXXX statement has a late charge on it. I paid the minumum due over the phone while on vacation to at least stop the harrassment. When I returned from vacation, I called customer service. XXXX told me that I had been given a fax number ( I wasn't ), that " some XXXX  payments got transferred whereas others didn't '' and that I would have to go to my bank to prove I made the payment. I pointed out that my husband 's payment ( from the same bank account ) to his XXXX card that I made on XX/XX/XXXX was transferred seamlessly to the new account number, so obviously it was possible. She told me ( again ), that it was basically my problem to prove I had paid. 

I asked to speak to a supervisor ( XXXX ) who was very nice, and I explained this felt like gender discrimination. I offered to email or fax my bank statement and she said that would not work, they needed proof from the bank itself, something called a " trace id ''. I would have to go to the bank to get that. After some time, she offered to stay on hold while I called my bank, which after again being put on hold, I found someone who could access my bank records and provide XXXX with the " trace number. '' My bank stated clearly that they would not fax it ( XXXX asked for it to be faxed ) and then XXXX reluctantly accepted the bank " trace number '' as proof, but told me it would be a long time. Meanwhile, they did not, as promised, get rid of the late charges or make a note in the file that the payment had been made. 

I do believe this is gender discrimination. There is a pattern of credit card companies harrassing me in ways that my husband does not have, not accepting my word, and refusing to assist me when I call. I had all the information at my fingertips, I gave them the date of the payment, and they refused to credit me. When I finally get exasperated after the 3rd call, and the long waits on hold, and the conflicting information I am receiving, they often tell me to " calm down! '' Someone who was not a lawyer would have given up and just paid the extra money. Hopefully this has been resolved now, although I was told it would take " several days or some time. ''

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