Consumer complaint received 2024-11-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: FIRST NATIONAL BANK OF OMAHA
State: CA

Complaint narrative:
On XX/XX/year> I booked three flights through XXXX for XXXX airline tickets for {$650.00} per ticket for a total of {$1900.00} from XXXX XXXX. The terms were that if the flights were canceled within XXXX hours they were fully refundable. Our plans changed, so I canceled the flights within the XXXX hour time period and received an email from XXXX ( attached ) on XX/XX/XXXX stating that the full amount of {$1900.00} would be refunded to my credit card. 

Over XXXX weeks passed and only {$320.00} had been credited to my account. First, I called XXXX XXXX, but they said XXXX had to tell them the amount that needed to be refunded, as I did not book the flights with XXXX directly but through XXXX, so there was nothing they could do unless they hard from XXXX. I called XXXX and they acknowledged that I canceled the flights within the XXXX hour time period and was entitled to the full refund of {$1900.00}. They said it could take up to XXXX months for the full amount to be refunded. They also said that it was possible the credit card company already had the funds but were withholding them. 

I called the credit card company, FNBO ( an XXXX credit card ) and they said XXXX had only sent the {$320.00}, so on XX/XX/XXXX I filed a dispute. There was some confusion, as the charges were listed on my credit card as XXXX separate charges of {$650.00} ( as opposed to the total amount paid of {$1900.00} stated in the XXXX email as the refund amount ). I was told I needed to file three separate disputes for each charge separately -- that is, three different disputes in the amount of {$650.00} each, but one of those had to take into account the difference between the amount already refunded ( {$320.00} ) and the remainder owed, which was {$330.00}. 

On XX/XX/XXXX, the first {$650.00} was credited to my account. On XXXX XXXX, the remaining {$330.00} was credited to my account for the second charge. However, on XXXX XXXX the final refund amount of {$650.00} was credited on to my account, but then reversed by FNBO and recharged to my account again for the final {$650.00}. 

I called the FNBO dispute department and they said XXXX 's policy was that flights were non-refundable. I explained that all three flights were booked at the same time and canceled at the same time ( within the XXXX hour time frame ), so why would XXXX flights be refundable and not the third? I sent FNBO disputes the email from XXXX that stated the full amount should be refunded ( {$1900.00} ) and explained the situation again as a new dispute, but FNBO said my cases were closed and there was nothing more they could do for me. 

So, they insisted I would NOT receive a refund for the final {$650.00}, and this amount remained on my card. I paid it off because I didn't want to pay interest on money I didn't actually owe and I waited, hoping XXXX would send the full refund to FNBO, they would see their mistake, and finally refund the full amount. However, by XX/XX/year> the money was still not refunded. Hence my complaint here, to the CFPB.

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 monetary relief