Consumer complaint received 2016-09-02
Company: FIRST NATIONAL BANK OF OMAHA
State: NY
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
I initially forwarded my complaints to the incorrect agency, so I apologize if you receive duplicate complaints. I had opened an account on XXXX/XXXX/16 through FNBO Direct, to which was open without issue until I had my student loans ( XXXX ) deposited on XXXX/XXXX/16 in the amount of {$15000.00}, to which the bank has held my funds and will be now closing my account, but first holding onto the funds for a period of 15 days including the first hold that was placed on my direct deposit. I first called the bank and also e-mailed the bank whether student loans being direct deposited in this amount would be alright given that the account is somewhat recent and I have to pay for my semester living expenses/bills and I was told yes ( I can provide all documentation ). These funds were posted 2 days later on XXXX/XXXX/16 ( despite the disclosure agreement stating the same day ), and once they finally posted late, I was able to use my checking account debit card for the day they were deposited, but then they put a hold on my account with no notification given for a period of 24 hrs ( this had devastating consequences - I was unable to eat or get things I needed for the academic year, and the bank made no accommodation - since FNBO Direct is an online bank they could have notified me that they were going to hold the funds instead of allowing access then denying access, as it is stated in the disclosure statement that I must be made aware if any funds are being held if you read the disclosure statement which is brief in comparison to other banks ). The following day the hold was released and I was able to make some purchases, but when they first placed the hold on XX/XX/XXXX, they first just about accused me of fraud by saying on the phone that the " First National Bank of Omaha can hold my account funds at any time and they need to protect the bank from fraudsters. '' I had filed a complaint with the wrong agency ( the complaint will be forwarded I received notice ) after this had transpired. Next, on XXXX/XXXX/16 I made a series of purchases, paying primarily for bills, taking money out of the ATM to get a money order for some other bills, and a couple purchases for things I needed to furnish my apartment at XXXX and XXXX XXXX, but when I went to pay my mechanic the card was declined, I found out the real truth that they were holding onto my funds for another 10 days. After talking to the bank for over an hour on the phone, I found out that they were closing the account and that the risk department would hold all my money {$8300.00} for 10 days before closing the account, since " the bank needs to protect itself against fraud. '' After speaking with a supervisor I was told that they would try to release some of the funds since I was not notified that they were going to do this ( and told that they would send a letter in this instance that they would close the account ), but having no notice to close the account left my in a position of devastation. I have felt discriminated against for making purchases that are primarily bills and are purchases that will get me through the academic year, and because of this, I have {$0.00} and was unable to pay rent on XXXX/XXXX/16. I have not had food in 2 days ( again ) since I have no outside resources to help me and I specifically inquired whether the direct deposit would be alright in the first place and was told it should be fine as will be shown in the documentation from the online secure message center. Nobody will get back to me to let me know when I will receive my money, since I was most recently quoted that I would be sent out a check on XXXX/XXXX/16 but also told that was wrong and it would be XXXX/XXXX/16. I do n't think I 'll survive that long on {$0.00}, when I will likely be evicted and will be in starvation mode at that point in time. They could at least wire the funds to another bank since that is an account closing option.

Company response to consumer: Closed with explanation