Consumer complaint received 2024-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: FIRST NATIONAL BANK OF OMAHA
State: NY

Complaint narrative:
On XX/XX/2024 First National Bank of Omaha ( FNBO ) approved my application for the Amtrak Guest Rewards Preferred Mastercard. I was sent an email stating that I would receive my new credit card in the mail in 7-10 business days. At the time of my application, there was a sign-up bonus of XXXX Amtrak Guest Reward points, which would be received after spending {$2000.00} in the first XXXX billing cycles. This offer ended XXXX/XXXX/2024. 

On XX/XX/2024 I received a notice in the mail from FNBO, which was dated XXXX/XXXX/2024. The letter stated that FNBO completed a second review of my account and was closing it for " elements associated with fraud ''. 

I had not received my credit card in the mail yet, and I double checked my credit report for any unrecognized accounts ( I found none ). I have an excellent credit score and have never had an issue obtaining a credit card in the past. 

On XX/XX/2024 I called FNBO cardmember services and was informed that their credit card specialists would not be available until Monday, XXXX/XXXX/2024. I called back again on XXXX/XXXX/2024. I asked specifically for an explanation of what the " elements associated with fraud '' were on my account. I also requested that my account be re-opened, since I believe that my account getting flagged for fraud was a mistake. 

The FNBO representative informed me that it would not be possible to re-open my account since it had been closed for fraud. He informed me that my only option was to re-apply for the credit card and see if I'm approved again. In response to this, I asked again asked if I could receive more details on what the fraudulent elements on my account were. He told me that he did not have access to more detail on what the fraudulent elements were. I also asked if I could received a custom offer to get the original sign-up bonus of XXXX points, which I had been approved for but had expired on XXXX/XXXX/2024. He told me that he could not retroactively apply the sign-up bonus or give me as custom offer. 

I explained to him that without understanding in more detail why my account was closed, I would not want to apply for a new account because the same thing might happen again, with no detailed explanation as to why. Also, re-applying would result in a new hard inquiry on my credit report. He said that if my account was closed again, I would receive another notice in the mail, but this notice would not have more details than " elements associated with fraud ''. I was told that no one in the credit card services department could provide me with this detailed information. I asked if anyone in the fraud department or anywhere else in the bank could provide me with the information I requested. I was informed that this was impossible. 

I believe I have a right to understand why my account was closed for fraud when I believe it to be a mistake. My partner was also approved for this credit card on the same date, and his account was also closed for fraud without further explanation. I believe that FNBO is issuing products that they do not intend to let consumers actually use. They also do not have a robust fraud protection system in place if they are falsely flagging customers ' accounts.

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 non-monetary relief