Consumer complaint received 2025-07-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: FIRST NATIONAL BANK OF OMAHA
State: VA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to formally dispute the reporting and handling of my account associated with the XXXX XXXX XXXX, issued by First National Bank of Omaha ( FNBO ). I believe this matter warrants your urgent review and intervention. 

The account in question was paid in full and subsequently closed by me, the consumer, in good standing. At the time of closure, there was a XXXX balance and no indication of any pending charges or further obligations. 

The initial incident began when FNBO claimed that a payment I made was rejected by my bank, XXXX. However, after contacting XXXX directly, I was informed that no such payment was ever attempted, processed, or declined on their end. Despite FNBOs claim, I never received any notice, call, or message from FNBO regarding a failed payment attempt. I only became aware of the issue after noticing my credit limit had been significantly lowered without any prior warning or justification. This action directly impacted my credit utilization ratio and caused an unwarranted drop in my credit score. 

In response to this, and to preserve my credit standing, I acted responsibly by paying off the balance in full and closing the account to prevent any further issues. 

However, after the account was paid and closed, FNBO added additional finance charges without my knowledge or consent. I received no timely communication or statement notifying me of a new balance. These charges were applied after the account had been closed and were never brought to my attention. I only discovered the issue when FNBO reported a 30-day late payment to the credit bureaus. 

I have disputed this issue numerous times with XXXX, but continue to receive the same generic response. FNBO has refused to acknowledge the full context and is unwilling to remove the negative mark from my credit file. This is especially concerning, as a review of my credit history will confirm that all of my other accounts are in excellent standing, with no negative marks or late payments. This incident is a clear outlier and not reflective of my overall financial behavior. 

I contacted FNBO directly to dispute the charges and reporting, and requested that the derogatory entry be removed, based on the following : The account was paid in full and closed by me. 
FNBO claimed a failed payment that was never initiated nor rejected, per XXXX confirmation. 
FNBO lowered my credit limit without notice or just cause. 
I was not properly notified of any new finance charges after account closure. 
I never received a billing statement regarding the supposed new balance. 
The late payment is inaccurately and unfairly harming my credit. 

To date, FNBO has not taken corrective action or demonstrated a willingness to resolve this fairly. This has resulted in unjust harm to my credit reputation and financial standing, for an issue caused entirely by the institutions miscommunication and lack of transparency. 

I respectfully request that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to ensure the erroneous 30-day late payment is removed from my credit report. Your attention to this matter is greatly appreciated, as I seek fair and accurate representation of my financial history.

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