Consumer complaint received 2026-01-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: FIRST NATIONAL BANK OF OMAHA
State: MN

Complaint narrative:
Describe what happened : I am disputing two charges totaling {$7000.00} from XXXX XXXX XXXX, associated with trust account billing for legal services. 

Background and Timeline : - XX/XX/XXXX : I scheduled a phone meeting with the firms owner, XXXX XXXX, to review billing concerns. He stated he would call on Wednesday, XX/XX/XXXX, at XXXX XXXX  but never did, nor responded afterward. 

- XX/XX/XXXXXXXX  : I called FNBO regarding the denial of two disputes ( {$2000.00} and {$5000.00} ) and asked why a third dispute for {$1500.00} to a different law firm XXXX XXXX XXXX XXXX XXXX had been approved while the XXXX disputes were denied. Investigator XXXX ( ID # XXXX ) told me to call back the next day. 

- XX/XX/XXXXXXXX   : On a follow-up call with FNBO investigator XXXX ( XXXX XXXX ), I was told there was no additional information available and that the one approved charge was due to XXXX timeframe rules. I was not allowed to submit new documentation, even though FNBO had responded to the CFPB on XX/XX/XXXX stating that new information could be submitted. 

- XX/XX/XXXXXXXX  : I called FNBO again to request that the {$7000.00} charges be paused and that interest or fees be suspended while the disputes were reviewed. Representatives XXXX, XXXX ( XXXX ), and XXXX XXXX. ( Investigations ) confirmed the disputes had already been denied multiple times and refused to pause interest or stop posting the charges. I provided details about new evidence, including an email to XXXX XXXX demanding a refund and documenting breach of fiduciary duty, but was told the matter could not be reconsidered at that time. FNBO agreed only to schedule a callback from management. 

- XX/XX/XXXXXXXX  : I submitted the new email to XXXX XXXX demanding a refund and documented FNBOs handling of the disputes. I sent this email to FNBO investigators at XXXX, including the claim numbers : {$2000.00} : XXXX {$5000.00} : XXXX Supporting Details : - XXXX XXXX documentation to FNBO was extremely limited : the Master Legal Services Agreement ( erroneously written and never accompanied by an engagement letter as promised ) and a single email showing one action taken. 

- Using the firms published hourly rate ( ~ $ XXXX ), my calculations show that the work documented only accounts for a small fraction of the {$7000.00} billed. 

- XXXXXXXX XXXX XXXX did not cover these charges, despite discussions that the billing would reflect XXXX rates. XXXX XXXX proceeded to bill at their standard rate without disclosure, causing an additional {$5000.00} charge. 

- Attempts to resolve directly with XXXX XXXX have been ignored, including repeated emails and phone calls. 

Actions Taken : - Contacted FNBO multiple times to dispute the charges and request reopening the case. 

- Filed prior complaints with the CFPB and Minnesota Attorney Generals Office. 

- Sent a written demand to XXXX XXXX for a refund. 

Amounts : {$2000.00} and {$5000.00} ( total {$7000.00} )

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