Consumer complaint received 2025-02-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: FIRST NATIONAL BANK OF OMAHA
State: AL

Complaint narrative:
I am complaining about being charged {$160.00} in interest charges because of the horrible transition when the Greenlight Credit Card ended their relationship with FNBO ( First National Bank of Omaha ). 

I had a XXXXXXXX XXXX XXXX  that was being run by FNBO. I was paying off this credit card using XXXX ( automatically drafting from my bank account ) and was enrolled in paperless statements. On XX/XX/year>, XXXX ended their relationship with FNBO, and the site showing all of my XXXX paperless statements was removed. I was told about the relationship ending several weeks before via a letter in the mail, but the letter did not clearly state that the autopay feature would be cancelled and that I would have to pay my last statement via check. I did not get a statement in XXXX showing my purchases up to XX/XX/year>, which totaled {$7600.00}. I had assumed that this XXXX statement was going to be paid through XXXX. I also had assumed that the reason that I did not get a XXXX statement was because I was enrolled in paperless statements, but I could not see any statements because the site with the paperless statements was shut down. 

In late XXXX, I started getting phone messages from representatives who used the name First National Bank of Omaha instead of FNBO. I thought these were telemarketer calls because I did not know that FNBO were the initials of this bank. I then started to get messages threatening to turn me into collections. I initially thought these were spam calls so I did not call the number back. Eventually, when I realized that these calls were tied to the Greenlight card, the representative on the phone told me that I needed to pay the amount owed but could not tell me anything about the charges because they were a third-party collections department and did not have the right number to FNBO. When I tried to call back using the number on the XXXX credit card, I was told that the number was no longer associated with the credit card. I spend several days trying to track down the correct phone number to call FNBO. Then on XX/XX/year>, I finally reached the right FNBO representative, and she told me that I owed {$7800.00}, which included {$130.00} in interest charges along with {$7700.00} in purchases up until XX/XX/XXXX. I then got an additional {$30.00} in interest charges for the XXXX time period. I explained the situation with the FNBO customer service representative, and she refused to drop the interest rate charges. I told her that this was not fair since I had thought this was being automatically paid by XXXX. Therefore, I was charged {$160.00} in interest because my Autopay feature was dropped during this transition period between XXXX and FNBO and because I never got statements. 

I think that FNBO did not handle the transition well when they ended their relationship with XXXX. They turned off my XXXX system without a clear warning, and they did not give me a statement until I asked for it in XXXX. I feel like I should get a {$160.00} refund on interest charges because it was not my fault. I had all intentions to pay my credit card statement on time through XXXX. If a refund is not possible, I would like for the CFPB to warn FNBO of their deceptive practices and to be aware that some customers are getting penalized when companies discontinue their credit cards. Thank you for all that you do to look out for us!

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