Consumer complaint received 2025-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: FIRST NATIONAL BANK OF OMAHA
State: TX

Complaint narrative:
Upon reviewing my credit card statements on XX/XX/XXXX, I realized that my payments ( beginning in XXXX ) had been misapplied. Specifically, at that time, I had older balances with lower APRs of XXXX XXXX and XXXX XXXX, while the newer balances have an APR of XXXX XXXX which began in XXXX. However, my payments have not been applied to the highest-interest balances first, which is a direct violation of the Credit CARD Act of 2009. This has cost me hundreds of dollars in extra interest every month. 

I called FNBO on XX/XX/XXXX to inquire about the discrepancies in my allocated payments, since only the minimum amount due may legally be applied to the lower interest rate balances and all remaining funds are to be allocated to the highest APR balances, which was not occurring. 

FNBO Escalation Support Manager, " XXXX '', insisted all payments were allocated correctly, despite clear evidence to the contrary and refused to admit accountability. I then requested a complete breakdown of all payments made between XXXX through XXXX be mailed to me for review. XXXX stated she would make my request known and to call back in XXXX  days to confirm whether or not my request would be honored. 

[ Additionally, I learned that a couple of large refunds ( totaling over {$4000.00} ) were issued during this time period, whose amounts were applied to the XXXX XXXX XXXX XXXX XXXX balances, despite the original transaction from which the amounts were refunded are XXXX XXXX. While the allocation of those refunds to the much lower APR balances may not technically be illegal, it is most certainly immoral and unethical. ] On XX/XX/XXXX, as instructed, I called to get an update on my request and was told that they were compiling the data and it would be mailed within a few days. This was a lie. I received nothing from FNBO ( apart from the usual monthly statement ) and patiently waited over XXXX month before inquiring again, on XXXX, XXXX. 

The FNBO representative spoken to on XXXX, XXXX insisted that the information had been mailed to me on XXXX. I asked why it took over XXXX month to compile the data and mail it, to which I received no clear answer. The Rep. later amended the timeline, stating that it was mailed XXXX, XXXX, and that he'd made a mistake earlier about the mailing date. I reiterated that nothing had been received and the Rep. offered to email the information to me. After verifying my email address, he said I would receive it within XXXX ( XXXX ) hour. Once again, FNBO lied, as I never received it. 

[ I receive ALL mailed statements and/or notices without issue. I receive ALL emails from FNBO without issue. However, for this critical information which would prove misallocation of funds, all of a sudden there is issue after issue and nothing is received, no matter how they allegedly send it. ] FNBO should be investigated for violations of the Credit CARD Act of 2009 ; and should be held to account for any and all violations committed against their customers. FNBO repeatedly refused to provide payment allocation breakdowns which they insist clear them of wrongdoing ; but such reluctance to provide information I have every right to, is more indication that they are in fact breaking the law and not allocating payments appropriately.

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