Consumer complaint received 2025-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: FIRST NATIONAL BANK OF OMAHA
State: FL

Complaint narrative:
On XX/XX/XXXX, I ordered new special hearing aids for {$5500.00} of which the audiologist took an initial non-refundable {$300.00} for trial period or clerical reasons. The following remaining charge was posted to my FNBO credit card on XX/XX/XXXX for the remaining {$5200.00}. I still had time during the trial period before the {$5200.00} would be finally charged to my FNBO credit card. Unfortunately, the hearing aids were not good for me for a few reasons including making my hearing loss worse. I returned them to my audiologist on XX/XX/XXXX and was issued a credit by them at that time for {$5200.00} which was posted om my FNBO credit card as a full credit on XXXX XXXX XXXX  days before this amount should be taken out of my XXXXXXXX XXXX checking account. XXXX days after I returned them and saw the issued credit, I called FNBO customer service, spoke to a nice lady and who said there would be a no balance due and the credit would be subtracted, and I would only be deducted any other amounts I charged from my XXXX checking account. I was lied to. BUT on XX/XX/XXXX they took out the initial charge of {$5200.00} from my XXXX checking account anyway, without my knowledge, even though my account essentially didnt have any charges of {$5200.00} to be paid. Luckily, I had enough in my checking account to cover anymore outstanding charges. Many people in our country would not have enough in their bank account to cover their rent, car loan, electric bill, insurance cost, etc., let alone the subsequent credit card charges overdraft fees, interest and overdraft fees in their bank account if this policy was instituted to them with no extra money to cover any additional amounts in their bank accounts. It would be gone. Anyone would believe they had enough in their count to cover their monthly charges, except the credit card company took it out of their account even though they shouldnt. 
I was annoyed and called FNBO customer service line and got connected to someone in the grievance group. She stated that even if you have a XXXX balance, the prior charge is pushed forward to the next credit period, which could be XXXX days later and subtracted then. This is wrong for many reasons of which the banking commission should note and remedy. I blame XXXXXXXX XXXX  also because their association with FNBO should not allow them to have this rule for their clients, whom they recommended for this credit card company. Someone in XXXX XX/XX/XXXX when I complained they said they will send me a check and would receive before XXXX business days. Therefore, they are stealing interest of {$5200.00} each day, and XXXXXXXX XXXX should have recognized this policy and have FNBO remove it, they didnt. I was told I would be issued a check for that amount in the mail in XXXX business days and then have it deposited. I was told that they can take the charge out of my checking account to FNBO credit card but are not able to put it back the same way, ridiculous. This keeps money out of someones checking account further allowing the overdraft fees. If I didnt recognize this draft out of my account, they would have kept it, not telling me, it could have sat there not receiving interest in my checking or other account. 
I received the refund on XX/XX/XXXX and wont be deposited until XX/XX/XXXX. 

XXXX. They took unauthorized money out of my checking account. 
XXXX. They did not inform me they would be taking {$5200.00} out of my checking account for a non-charge in the next pay period. 
XXXX. If a person only had enough money in their checking account to cover their Rent, Insurance, Cable, Car Loan, Student Loan, etc. They would bounce at least or more than XXXX or more checks, getting fees for bounced checks from the bank, interest compounded from the credit card company for lack of covering the amount. This could be penalties fees of hundreds of dollars. 
XXXX. This is an underhanded method of hurting people and getting money to the credit card company in interest and bounced check bank in fees. 
XXXX. They are stealing interest money I could have accrued. 
XXXX. They should during the phone call when they realized an overdraft, put the money back in the checking account they took it out of immediately. Told they cant do that. 

Please address this that the credit card companies should not have the ability take money out of someones account without authorization of a charge, when there is NO charge and when there is a XXXX XXXX. Out of principle have them credit me the interest ( 5.25 % ) for the period and make them pay a penalty to me or to the banking commission. I cant imagine I am the first to complain about this. Make sure no bank can have that policy for their clients. Keep in mind that this problem took my valuable time to remedy.

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