Consumer complaint received 2026-03-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: FIRST NATIONAL BANK OF OMAHA
State: OR

Complaint narrative:
This follows CFPB Complaint No. XXXX, closed without resolution. FNBO is retaining {$34000.00} of my funds in violation of Regulation XX/XX/XXXX XXXX ( a ), which requires creditors to refund credit balances within XXXX business days of a written request. UNDISPUTED FACTS ( ADMITTED BY FNBO IN ITS XX/XX/XXXX CFPB RESPONSE ) : In XXXX, FNBO accepted and posted XXXX check payments to my credit card account : {$11000.00} on XX/XX/XXXX ( Capital XXXX Check # XXXX ) and {$22000.00} on XX/XX/XXXX ( Bank XXXX XXXX XXXX # XXXX ). Both checks were made payable to my credit card account number. On XX/XX/XXXX, FNBO reversed both payments. FNBO admits it was unable to return [ the funds ] to the originating banks due to insufficient return address information on the physical checks. The funds were never returned. FNBO kept them. In XX/XX/XXXX, I personally paid the full reinstated balance of {$110000.00}, fully satisfying the debt. FNBO therefore collected approximately XX/XX/XXXX of what was owed the full debt plus the {$34000.00} from the original checks. FNBO placed the funds in an internal unclaimed property classification and says they will remain there until XXXX. FNBO conditioned any refund on the originating banks contacting FNBO a condition FNBO knows is impossible, as it already admitted it could not return the funds to those banks. XXXXNBOS CLAIMS ARE CONTRADICTED BY ITS OWN RECORDS : FNBO claims insufficient return address information on the checks, but the Capital One check contains the payers full name, mailing address, and a Capital One phone number printed on the face. FNBO possesses the original checks and had all information needed to contact the payer or originating bank. FNBO did nothing for over XXXX years. FNBO claims originating banks must contact them to retrieve the funds. However, Bank of America did contact FNBO via fax in approximately late XXXX or early XXXX, requesting return of funds for Check # XXXX. This resulted from a multi-party call involving me, the check sender, FNBO, and Bank of America. FNBO still did not return the funds. XXXX XX/XX/XXXX response to this Bureau did not mention this prior contact, creating the misleading impression that no originating bank had ever reached out. In over XXXX years, no person or entity has filed a fraud claim, disputed the payments, or requested return of these funds. No law enforcement agency has flagged these transactions. I am the sole claimant. LEGAL VIOLATION : FNBOs sole justification that it could not establish that the funds belonged to me because my name did not appear on the originating accounts has no basis inXX/XX/XXXX. The regulation defines a credit balance by reference to the account, not the identity of the payer. It contains no exception for third-party payments or internal payer verification policies. FNBO has cited no law authorizing its retention of these funds. I sent XXXX written demands ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ). The final demand was sent via certified mail to FNBOs XXXX XXXX, delivered XX/XX/XXXX, with a XXXX deadline ( XX/XX/XXXX ). FNBO has not responded to any of them. I request the CFPB investigate whether FNBOs practice of reclassifying actively claimed consumer credit balances as unclaimed property to avoidXX/XX/XXXX refund obligations constitutes a UDAAP violation affecting other consumers.

Company response to consumer: Closed with explanation