Consumer complaint received 2022-10-25
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: FIRST NATIONAL BANK OF OMAHA (MA)

Complaint:
On XX/XX/XXXX my XXXX credit card with XXXX XXXX XXXX was transferred to First National Bank of Omaha. As recommended, I set up an online account with XXXX. I noticed that a payment I had made to XXXX XXXX XXXX on XX/XX/XXXX was not reflected in my balance with XXXX  ; according to the new online account I needed to pay that amount to XXXX on XX/XX/XXXX. I called XXXX on XX/XX/XXXX and a rep told me to fax proof of the payment to XXXX but didn't provide details about how to ensure XXXX knew why I was sending this information. On XX/XX/XXXX I called XXXX  XXXX XXXX and was told that the payment was " pending '' though it had been taken out of my checking account and it would probably post in a couple of days and would then show up on the XXXX account. I decided to wait and check the XXXX account every day ( I no longer had access to the XXXX  XXXX XXXX account ). 
But now I could not log into the XXXX account because the required two-factor authentication did not work ( I entered the code emailed to me but nothing happened ). I called XXXX on XX/XX/XXXX and was automatically directed to " fraud prevention '' and was told I needed to be " verified '' with a voice code sent to my phone number. I have since learned that neither my XXXX XXXX number nor my cellphone number is acceptable to XXXX, so this verification has failed. The only way I can be " verified '' to to either fax notarized ID documents to XXXX or go to my bank and have a bank officer call XXXX in my presence and verify that I'm who I say I am. I can not get anything notarized without an in-person visit. I can't do that, or go to a bank, because I am recovering from XXXX and still testing positive, besides being sick. 
I have made several calls to XXXX and told them that and they won't change these requirements. The only thing I can do without being " verified '' is pay them. 
So, within a day of XXXX taking over my XXXX credit card account I have no online access ( and the rep told me I couldn't get any information over the phone, either ). Plus I can't ask for technical support to clear up the log-in problems without being verified. 
I have no way to find out, before the due date, whether the mistake in my account has been corrected. The fact that XXXX will not accept my phone numbers as a means of verification means that I could be in this limbo forever. I also have no idea whether the log-in problem can be corrected. Even if I manage to get " verified '' this time because I test negative in a few days and can get to a bank or have documents notarized this could occur every time there's a problem because the bank doesn't accept my phone numbers. 
I can't even close my account without being verified ; the bank could do it but that would be a black mark on my credit. 
This kind of fraud prevention amounts to denying me credit.

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