Consumer complaint received 2024-12-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: FIRST NATIONAL BANK OF OMAHA
State: NE

Complaint narrative:
I purchased a XXXX XXXX internet on XX/XX/XXXX. I was supposed to have a 2 week free trial to see if it worked. The internet was slow and not keeping up to speed so I processed a phone return on XXXX XXXX. The representative was unable to complete the process as I had already packed up the modem and she needed a code from it. The representative advised to go to the XXXX XXXX store to process the return. I did that and that was a 2 hr nightmare there because they did not have the tools to process my passport as US document. 

XX/XX/XXXX I receive a bill with charges on it but no refund of my deposit. I call to? it and the rep at that time said that the credit would be back on my XXXX ending in XXXX on XX/XX/XXXX and that he took care of those minor charges so I would be receiving a total credit of {$30.00}. I never received the credit and called XXXX on the XXXX of XXXX, XXXX. I was advised that they could expedite the credit to my banking account at XXXX XXXX in which I provided my routing and account number. They told me it would go to the processing department and I'll receive it in 24 hrs. That was Misinformation because on the XXXX of XX/XX/XXXX I had to call again and the rep said it was processed but couldn't understand why it didn't go through and had to start the process over. I then escalated to a starting the process over and I stated unacceptable. I then was escalated to a Supervisor and the reference number provided obviously meant nothing as they were unable to locate it and my accounSupervisor who gave me this bogus case number of XXXX. On XX/XX/XXXX there were no funds received. Due to the holiday and bank processing I waited until the XXXX to call about the missing funds. I then get a representative stating that again it didn't process and they were t until I had to go to the trash can and pull the paperwork out of it. I had threw it away because I was assured the reference number was all that I needed. 

It is currently XXXX XXXX  cst. This is my second call and we are at 45 min and the previous over 40 min. The reason why this is the second call is that the Supervisor who was supposed to escalate me to another one hung up on me with no call back. I now have a guy by the name of XXXX who says well they can send me a gift card but I argued it wasn't fair for me to receive a gift card when I paid in cash. Now the final resolution is to send me a check which will take me an additional 45 days to receive. Now they are telling me a company by the name of XXXX will now have to process the refund via paper check @ XXXX. The reason it now has to go to another processor because they dinged the time enough to have the account closed out so they wouldn't have to actually worry about crediting me with funds but with a prepaid card. It's not fair and it's basically punishing a previous customer for not continuing to do business with the organization. This business failed at being accountable and they have wasted several days, and hours of my time and I'm not even getting compensated for that. I would have kept the service if it worked to begin with.

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