Consumer complaint received 2026-06-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: FIRST NATIONAL BANK OF OMAHA
State: PA

Complaint narrative:
I am filing this complaint against the First National Bank of Omaha due to a systemic web interface defect, direct employee misinformation, and an unjust refusal to correct a corporate error that combined to strip me of an advertised promotional balance transfer offer, causing me clear financial detriment. 1. I was the recipient of a recent Balance Transfer ( BT ) Offer from FNBO that could be redeemed online or via promotional checks to my bank account. This complaint provides details of a systemic digital glitch and the bank 's refusal to address their error that has caused me financial distress. 2. On XXXX, I attempted to utilize the BT online through the FNBO portal to move funds to my XXXX XXXX checking account. The banks online transfer portal requested my " Bank Name '' and " Account Number '' ( see attachment of what it looks like from the consumer end ). Because I could have done the same thing via check and was using the online platform just for convenience, I assumed there was no problem in doing online what the bank was clearly ok with me doing via check. 3. The transaction went through. Nothing was flagged. I received a confirmation #, the transaction was tagged as " completed '' ( see attached ) and the debit was posted on my FNBO account ( see attached ). 4. I proactively called customer service of FNBO on XXXX at XXXX XXXX. I explicitly informed the agent that if there was any issue with the online transfer, I wanted to cancel it immediately so I could deposit my physical promotional checks before the expiration deadline of XXXX. The agent reviewed my account, saw the transaction marked as validly charged and " Completed '' on their end, and explicitly assured me the transfer was successful. The agent directed me not to use my physical checks. 5. I relied on this explicit corporate assurance to my detriment, allowing my physical checks and the promotional deadline to expire. 6. On XXXX, I checked my FNBO account and found the transfer had been reversed ( see attached ). I called FNBO, and asked to speak to a supervisor. I told her everything that is mentioned in 1-5 above. But that supervisor claimed XXXX XXXX had declined that transfer and there was nothing that FNBO could do. 7. I checked with XXXX XXXX. They do not even have a record of such a transfer, nor does it show up in any form ( such as a decline or error ) on the XXXX XXXX account. They told me that the error had occurred because the FNBO site was set up only for a credit card to credit card type transaction and completely omitted a field for a " Routing Number. '' A standard ACH transfer to a checking account, savings account or line of credit requires a routing number, so this design defect caused the system to erroneously attempt to process the transaction as a card-to-card network push. The receiving bank ( XXXX XXXX ) confirmed to me that because of this incorrect formatting, the transaction never even reached their ACH network to be processed or evaluated. 8. Note that quite apart from my own issues, there is a clear general error on that portal. The site claims the consumer can " Move higher interest debt from credit cards or loan accounts at another institution to this account for a lower interest rate to reduce interest charges. '' But even if that higher interest loan account had been a LOC issued by a bank, and not a checking account, the transaction would have failed because of the same error mentioned earlier. By providing a broken digital mechanism for a balance transfer and actively misinforming me so that I missed my opportunity to use a working alternative and had to take other loans at worse terms, the bank has engaged in unfair and deceptive practices. The bank possesses the administrative capability to grant a " Promotional Exception '' to remedy employee and systemic errors, but has rigidly refused to do so. Desired Resolution : I request that the bank correct this processing and administrative error by honoring the original promotional terms of a 7.99 % rate in perpetuity. I ask that they manually process a promotional check or manual ACH deposit to my XXXX XXXX checking account under those exact original terms by the end of XX/XX/year>.

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