Consumer complaint received 2024-07-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: FIRST NATIONAL BANK OF OMAHA
State: MI

Complaint narrative:
In XX/XX/XXXX, I applied for a Visa XXXX XXXX XXXX XXXX Card credit card from XXXX XXXX. This card was originally financed by XXXX XXXX XXXX. I was approved on XX/XX/XXXX ( see attachment entitled Credit Card Approval ) and enrolled in my desired categories on XX/XX/XXXX ( see attachment entitled Credit Card Reward Category Enrollment ). 

I have provided a PDF of the rewards ( see attachment entitled Credit Card Benefits ) offered by that card and included the relevant section as well as reward categories I chose below : " Earn 5 % cash back on your first {$2000.00} in combined eligible purchases each quarter on two categories you choose TV, Internet & Streaming Services Home Utilities '' At the time, this card had a {$150.00} Sign-Up Bonus. Unfortunately, I don't have any documents indicating this, other than a flyer ( see attachment entitled Credit Card Bonus for Similar Card ) I received from XXXX XXXX  at that time that details the sign-up bonus that was simultaneously offered for a similar card. 

In XXXX of XXXX, XXXX switched credit card providers from XXXX XXXX XXXX to FNBO and completed that transition XX/XX/XXXX. They directed consumers to a link with information regarding the transition ( see attachment entitled Credit Card Transition FAQ ) and I have included the pertinent information here : " If applicable, does my reward point balance transfer to my new XXXX Visa account? 

Any unredeemed reward points at the time of conversion will be transferred to your FNBO XXXX Visa account. Any accumulated but not yet awarded points will be reflected on your first statement from FNBO received after XX/XX/XXXX. '' My problem is my rewards balance did NOT transfer. I called FNBO on XX/XX/XXXX and asked about the transfer and why my balance wasn't appearing. They seemed to indicate that everything properly transferred, however after some back and forth, admitted there was an error in their system and it would be fixed in a timely manner - that has not happened. I called XXXX XXXX  on XX/XX/XXXX, and they said there was no record of my history on their end and I no longer had access to statements or documents. I called XXXX XXXX XXXX on XX/XX/XXXX, and they said there was no longer any record of my account, that it has been transferred to XXXX XXXX, and due to security reasons, they could not answer any additional questions. I'm not sure why it showed her XXXX XXXX on her end, as the card clearly exists under XXXX. To follow up, I called FNBO on XX/XX/XXXX, and asked for an update - they reiterated that the transfer was complete and recommended I wait until the statement clears ( XX/XX/XXXX ). At that point, they said if the balance was the same, nothing could be done. 

I meticulously track my records but unfortunately do not have any statements from XXXX or XXXX related to this credit card. I do however, have all the payments I ever made on that account to cover my balance ( see attachment entitled Credit Card Payments ). They total {$5600.00} from XX/XX/XXXX to XX/XX/XXXX. Every transaction completed on that card was for a utility or internet bill, as this was my designated card for that purpose, so all of it would qualify for the 5 % category. That, in addition to the {$150.00} SUB, results in a total of {$430.00} that should have transferred over from XXXX to FNBO as a rewards balance.

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