Consumer complaint received 2024-11-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: FIRST NATIONAL BANK OF OMAHA
State: NY

Complaint narrative:
I am writing to address the recent decision made by First National Bank of Omaha ( FNBO ) regarding my XXXXXXXX XXXX XXXX XXXX  XXXX. Upon receiving the bank 's letter dated XX/XX/XXXX, I noted the reduction of my credit line from {$17000.00} to {$1000.00}. This action signified a 94 % decrease in my revolving credit limit. Accordingly, I am providing additional context and elaboration in the sincere hope that we can reach a beneficial resolution that is also in alignment with FNBOs purpose : to improve the financial well-being of customers. 

As a valued member of the XXXX XXXX XXXX XXXX XXXX  since XXXX, I respectfully express my concern regarding the decision made by FNBO to base its assessment on outdated information from early XXXX that did not accurately reflect my present credit standing in XXXX, XXXX, and XXXX. My XXXX XXXX XXXX and XXXX XXXX XXXX were XXXX and XXXX, respectively, in the middle of the month of XXXX. The XXXX XXXX Score XXXX, Score XXXX, XXXX Score XXXX were rated as very good at XXXX, XXXX, and XXXX, respectively, in that same month. 
Presently, the XXXX scores through myXXXX are the following : XXXX XXXX XXXX  ( XX/XX/XXXX ) : XXXX XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) : XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) : XXXX XXXX XXXX XXXX XXXX XXXX ( XX/XX/XXXX ) : XXXX XXXX XXXX XXXX  ( XX/XX/XXXX ) : XXXX First National Bank of Omaha took significant action based on the {$33.00} ( XXXX XXXX dollars and XXXX XXXX cents ) statement balance due on XX/XX/XXXX, despite the low credit card utilizationless than 1 % of the {$17000.00} credit limitand minimal debt. Unfortunately, I unintentionally missed the XX/XX/XXXX payment deadline due to mistakenly thinking I had no balance. However, I promptly rectified the situation by making a complete current balance payment on XX/XX/XXXX, which was posted to the account the following day, prior to receiving any correspondence from First National Bank of Omaha. Given my history of timely payments, I earnestly requested a reversal of the late fee from the bank, and FNBO promptly acknowledged and granted my request. 

Because of the actions taken by the bank, I am finding it difficult to continue using this credit card for XXXX ticket purchases due to its low {$1000.00} credit line. As an XXXX XXXX XXXX  member with XXXX XXXX status, I often travel on business or first class. When XXXX announced the launch of its new XXXX XXXX XXXX XXXX XXXX XXXX, you were quoted as saying, FNBO is proud to partner with XXXX to provide its customers with a high-quality, comprehensive card program that supports the superior experience and service they receive riding with XXXX XXXX XXXX Due to the financial inability to access the superior experience that you referenced, I now will have to redirect my XXXX spending to my other credit cards, which all have a much higher limit. 

In the correspondence with FNBO, I aimed to convey an unwavering commitment to meeting my financial obligation of nearly {$34.00}. The upward trajectory of my XXXX score served as a testament to this dedication. Moreover, I took proactive measures to prevent any future occurrences by enrolling in the banks auto-pay feature. On Tuesday, XX/XX/XXXX, a First National Bank of Omaha supervisory representative called and left a voicemail from ( XXXX ) XXXX. I returned the telephone call and spoke with XXXX. While he was empathetic about the situation, XXXX, unfortunately, indicated that the bank was unable to reconsider its decision because of an internal policy. He added that the only available option was for me to wait XXXX months. In XX/XX/XXXX, the bank would be able to reassess the situation, but only through a hard rather than soft credit inquiry. As for the severe reduction in my credit limit, the programmed computer algorithm apparently viewed the {$33.00} statement balance even more negatively because the previous months balance was XXXX. Therefore, the credit card issuer evaluated the unpaid debt as a percentage of the total outstanding balance, which includes any unpaid amounts from the previous statement. This figure was calculated at 100 %. In contrast, had I carried a larger balance from the previous statement, it would have resulted in a smaller ratio and the impact may not have resulted in the severe action that FNBO implemented on my credit card account. 
Despite this situation, I believe that my background makes me an ideal customer for First National Bank of Omaha. Moreover, FNBOs website asserts that the bank considers itself a great big, small bank, large enough to provide the expertise and resources necessary to handle any financial need yet small enough to know its customers personally. 

Although I submitted written correspondence to FNBO, the bank has not replied in writing. Through a verbal communication only, FNBO ultimately did not consider this well-reasoned and thoughtfully articulated request to restore my credit limit to its previous level. This adjustment would have greatly assisted in ensuring the continuity of a mutually beneficial partnership that would have been in keeping with FNBOs mission of building and maintaining long-term relationships. The bank was unable to apply its purpose-led approach, which drives how the bank serves its customers to help them achieve their goals, which in my case would be to shift XXXX and other purchases back on my XXXX XXXX  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 explanation