Consumer complaint received 2025-08-05 00:00:00
Product: Money transfer, virtual currency, or money service — International money transfer
Issue: Other transaction problem — 
Company: FIRST NATIONAL BANK OF OMAHA
State: CO

Complaint narrative:
On XX/XX/2025, I used my FNBO debit card ( ending in XXXX ) to send a {$100.00} payment through XXXX  ( Transaction ID : [ insert if available ] ) to a freelancer for a custom video editing service for my company. The agreement was that the work would be delivered within XXXX to XXXX hours. I have full documentation of this agreement, including XXXX conversations and screenshots confirming delivery timelines and scope of work. 

Between XX/XX/XXXX and XX/XX/XXXX, I followed up repeatedly as the freelancer kept promising the video was nearly done but failed to deliver any work. These delays continued over two full weeks. I gave him numerous chances, but by XX/XX/XXXX, it was clear the service was not going to be provided. I never received a video or any usable deliverable despite multiple attempts to resolve it directly. 

On XX/XX/2025, I filed a formal dispute with FNBO requesting a chargeback under Regulation E. I clearly stated that this was a debit card transaction for services that were never delivered. However, FNBO denied the dispute on XX/XX/XXXX, stating that because the payment went through XXXX, it falls under money transfer rules and is outside their responsibility. They said XXXX only role is to transfer money, not ensure service delivery. 

This explanation is completely false under federal law. Regulation E, under 12 CFR 1005.11, requires FNBO to investigate and resolve errors for any electronic fund transfer made via debit card including cases where the customer did not receive what they paid for. The method of payment ( debit card ), not the merchant type, triggers Regulation E protection. 

XXXX is simply a payment processor, not the actual recipient of the funds. The end recipient was the service provider who failed to fulfill the paid agreement. FNBOs denial ignores the core purpose of Regulation E which is to protect consumers in situations exactly like this. 

At no point did FNBO conduct a meaningful investigation. They did not request documentation from me ( which I offered ) nor inquire about the nature of the transaction. Their dismissal appears to be based on internal policy not federal compliance. 

I am asking the CFPB to hold FNBO accountable to its obligations under Regulation E. I am requesting : That FNBO be required to reopen this dispute.

That they conduct a proper investigation based on the non-receipt of services.

That they issue a refund of {$100.00} in accordance with Regulation E. 

I have copies of all relevant evidence, including : WhatsApp messages showing agreed timelines and non-delivery Screenshots of repeated delays and unfulfilled promises The XXXX  payment receipt ( At no point did I select Friends and Family or make a personal transfer this was a debit card-funded payment for business services under a professional agreement. There is no basis for treating this as a personal remittance or exempting it from consumer protections. ) FNBOs denial letter FNBO is trying to avoid responsibility by hiding behind the money transfer label but XXXX is simply the vehicle. The transaction remains a debit card-funded electronic payment for services, which falls squarely under Regulation E protections. 

Thank you for your help in enforcing these federal protections and ensuring the bank does not avoid responsibility for rightful dispute resolution.

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