Consumer complaint received 2024-03-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: FIRST NATIONAL BANK OF OMAHA
State: GA

Complaint narrative:
Due to unfortunate issues with the card, FNBO website, and payment processing timeline, I began the process of paying off the card to avoid any further issues. I spoke with multiple reps and a supervisor at FNBO between XX/XX/year> and XXXX to process this payment, citing multiple difficulties accessing the FNBO website to complete payment. During my call on XXXX, I learned the payment I submitted on XXXX from XXXX XXXX XXXX was declined due to incorrect bank account information. They also declined to refund the Payment Dishonored Fee on the grounds that FNBO previously refunded me a late fee ( a fee that was refunded due to FNBOs error in payment posting timeline ). They referenced a policy stating they only refund XXXX fee per XXXX calendar year. However, during my XX/XX/XXXX phone call with FNBO, a supervisor named XXXX confirmed multiple times the routing number and account number submitted for payment were the same as the numbers I provided. Additionally, I contacted XXXX XXXX XXXX  who confirmed the routing and bank account information I provided to FNBO was the correct routing and bank account number for my account. I have attached a letter from XXXX XXXX XXXX  verifying my bank account information, which is the same payment account information I provided to FNBO when I submitted payment online on XX/XX/XXXX. 

Furthermore, XXXX XXXX representatives informed me their records do not reflect an attempted payment from FNBO. According to federal guidelines, XXXX XXXX would have had to inform me if an payment attempt was made on my account and declined. Therefore, XXXX XXXX confirmed that it is not possible that a payment was rejected. 

On XX/XX/XXXX, I called FNBO and submitted payment in the amount of {$10000.00} with a representative over the phone. I provided FNBO with the same information as I provided with the payment on XX/XX/XXXX. I also emailed FNBO on XX/XX/XXXX requesting a receipt of payment and waiver of the Payment Dishonored Fee. In this email, I included the letter of verification of the account from XXXX XXXX XXXX. On XX/XX/XXXX, I learned the payment I submitted on XX/XX/XXXX did not go through and I was charged a Payment Dishonored Fee a second time. On XX/XX/XXXX, I called FNBO again and spoke with a representative named XXXX. XXXX confirmed the routing number, account number, and account type I provided were the same numbers used by the representative who took my payment over the phone. At this point, it is clear FNBO is having difficulty correctly processing my payment. I am being charged fees for this difficulty although the error is not mine.

As such, I have written a paper check and certified mailed it to the address provided by FNBO to submit payment. The check is written from my XXXX XXXX account. I have also included the letter of verification from XXXX XXXX regarding this account. The address this paper check was sent to is : First National Bank of Omaha, Commercial Card Payment Processing, XXXX XXXX XXXX, XXXX, XXXX XXXX. 

I am requesting FNBO verify and confirm this payment was received and processed. Unfortunately FNBO nor XXXX XXXX provide email confirmations after online payment is made, so I've previously never received a confirmation email after a payment. Since I paid on the phone with an agent, I did not receive a confirmation email for that transaction either. I am requesting verification from FNBO the payment mailed on XX/XX/XXXX was received and processed. 

I look forward to a thorough supervisor review of this matter and a satisfactory resolution. 

Regards, XXXX XXXX XXXX

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