Consumer complaint received 2024-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: FIRST NATIONAL BANK OF OMAHA
State: NY

Complaint narrative:
On XX/XX/XXXX, I applied for the Amtrak Guest Rewards Preferred credit card from the First National Bank of Omaha. I was instantly approved, and granted a credit limit of {$13000.00}. I waited for the card to arrive, and when I received the letter that I anticipated to be the credit card, it was in fact a letter stating my account had been closed due to elements associated with fraud, dated XX/XX/XXXX. I contacted the bank multiple times, very concerned about this letter, as I was quite shocked to receive such a notice. None of the representatives ever gave me a definite answer as to why this occurred. XXXX representative in the security and fraud department speculated that it was due to my recent move ( From XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ), but could not formally confirm this. 

He explained that they attempted to contact me, but could not get through, and I confirmed this to be the case, as my spam filter blocked the unknown caller. Thus, by the time I received the letter, appeal was impossible. The agent apologized for the inconvenience, saying that had I been able to explain my recent move, and the fact that I applied on board an XXXX XXXX, the account would have been easily reopened. He recommended that I reapply for the card, and that explaining the situation should nearly-guarantee approval. 

I waited a few months, until XX/XX/XXXX, and reapplied for the card. Unlike last time, I did not receive instant approval. The next day, upon checking the online portal, I found that my application had been denied. I immediately called to explain my situation, and was offered a callback by management. I received this callback, and was spoken to very rudely by a representative who made no attempt to understand my situation, and brushed me off. 

When I finally received the letter with the reasons for denial, they were Length of time revolving accounts have been established, Number of inquiries on credit bureau report, and Length of time accounts have been established. Absolutely nothing changed regarding my credit score or income since the first ( accepted ) application, other than XXXX additional " hard inquiry '' from applying for the card the first time. I tried to reach out multiple times to request a reconsideration, and each time I was denied. Rather, I was told to re-apply in a few months when inquiries on my credit report would be more than XXXX XXXX XXXX. 

I followed this advice, and waited again for my credit score to improve, and applied for the same card once again on XX/XX/XXXX. The application was denied once again, and only XXXX reason was provided : Past performance on associated account. Of course, the associated account in question was the original Amtrak Guest Rewards Preferred card I was approved for on XX/XX/XXXX, which was closed in error. I called, explained the situation and asked for a reconsideration given the incredibly frustrating situation I had dealt with. This request was denied, and I was rudely told to apply again. If this application was denied due to that past account, all future applications will obviously be denied too because that past account closure does not disappear. This advice to apply again was infuriating after everything I had dealt with, and after my credit had been damaged multiple times Now, I am left with XXXX hard credit inquiries on my credit report, XXXX of which were entirely unnecessary. My credit score has been damaged, and the company has routinely failed to fix the error they initially made by closing my account due to nonexistent fraud.

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 non-monetary relief