Consumer complaint received 2025-07-07 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: FIRST NATIONAL BANK OF OMAHA
State: IL

Complaint narrative:
On Tuesday, XX/XX/year> I went to the First National Bank of Omaha located at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX IL, XXXX I made a cash deposit into my checking account at the drive up window with a teller at around XXXX XXXX. The deposit was around {$680.00}. I filled out a deposit slip, then gave the deposit slip and my cash to teller behind the drive up window just as I have for the last XXXX  years and without ever having any issues. 

Then on Friday, XX/XX/year> I noticed that the money was not deposited in my account. So I make the first of MANY phone calls to the branch. I talk to a woman named XXXX who assures me she is going to do everything she can to track down my deposit. She calls me back to ask me about a deposit that I made for {$570.00} the previous week, asking if this is the deposit I was calling about. I tell her no, and that I make a deposit almost weekly as I am a server. Wrong date and wrong amount, but she was just making sure this wasnt the deposit I was calling about. She then asks for my deposit receipt, which I dont have. I tell her I most likely ( I say most likely because at this point I dont even know if the teller even gave me one ) threw it out as I always take the garbage from my car and toss it in the trash. XXXX then tells me that she is going to keep looking for the work ( deposit ), but that I really should find that deposit receipt because it would make things a lot easier. I tell her I do not have it, I have ripped my entire car apart, and that IF I did get one, I most likely would have thrown it away as again, I have NEVER had an issue at this bank in XXXX  years. She then calls me again later, this is the third conversation on the phone, and tells me at this point she is having trouble finding the deposit and that she has opened an investigation so that the corporate FNBO security team can look through the security footage. I am not worried because this can be easily cleared up as I gave them an hour time window and I had to be one of the first people, if not the first person to make a deposit at the drive up window that morning. I hear nothing from XXXX the rest of the day. 

Then on Saturday XX/XX/year>, no one contacts me. Not XXXX or a branch manager. It is after open hours so I decide to contact FNBOs XXXX hour customer service line. On this call I explain my frustrations to a woman who advises me to open a claim with her. As we start to file the claim I tell her it was a cash deposit. She apologizes for the situation but tells me cash deposit issues can only be handled directly through the branch. So okay, corporate is absolutely no help. I decide I will handle this all on Monday when they are open. 

On Monday, XX/XX/year>, still nothing from the bank. So I reach out to them. I call the branch and talk to XXXX again. She says there is no new updates with the security team, but it is being investigated and she will call me as soon as she hears anything. This is also when I ask her if she at least found the deposit slip, she responds that she did not find any deposit for that amount on that day or any day that week. How is it possible that I went to the bank, filled out a paper deposit slip, gave the slip and my money to a teller and now there is absolutely no proof. How. Lost and frustrated I call the police. They tell me theres nothing they can do as I dont have a deposit receipt. Unbelievable. I at this point, am assuming the teller has robbed me as there is no deposit slip. I honestly assumed they deposited the money into someone elses account, but now, apparently there is absolutely no paper or electronic evidence of me being there. How is this possible if not theft? I am now solely relying on this camera footage which no one seems to be eager to get ahold of. I then ask to speak to the branch manager, because HOW has one not even reached out to me at this point? Ill never know. XXXX tells me hes in a meeting but he will call me asap. An hour goes by, no phone call from the branch manager. I call again, this is when I have the absolute unpleasure of speaking to the branch manager XXXX. He gets on the phone and tells me exactly what XXXX has already said, Were investigating, we have the security team looking for the footage, we have no work ( deposit slip ) you dont have the receipt?. Im at this point losing my mind, because I now realize no one cares to speed up getting the camera footage and now its my word against theres. I tell him it was unprofessional for him not to reach out to me and make me hunt him down, how I havent been updated during this entire situation, ect. He then offers me a provisional credit as I plead with him to speed things up as rent is due tomorrow and I am a poor college student with a crappy serving job and that was half of my rent. He credit my account, letting me know of course if they dont locate the funds I will then owe the credit back to bank. No pressure, just relying on these incompetent lazy people who have absolutely no interest in helping me. XXXX then tells me he has a business trip, and he will be in contact with me within the next couple of days. I did give him a couple of days to reach out and I got nothing. It was then the XXXX of XXXX was on Friday so the bank was closed. 

I do not hear from XXXX ever again. It is now XX/XX/year>. I gave him the week to reach out to me with any information and I got absolutely nothing. It is around XXXX XXXX  now and I will be going to bank to address this in person when they open at XXXX XXXX. I doubt there will be anything new. I am so lost, they are not helping me and at this point I believe I was robbed and they are giving me the run around hoping that I just forget about it to protect their staff. Im fearing my next phone call will be to a lawyer.

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