Consumer complaint received 2026-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Credit card company forcing arbitration
Company: FIRST NATIONAL BANK OF OMAHA
State: NC

Complaint narrative:
As a customer since XXXX, I am writing regarding my recently closed credit card account that was closed without my approval or acknowledgment to do so. I was surprised to discover that my account had been closed and that all accumulated earned rewards points were forfeited. 

I do not believe I received proper or timely notice that my account was at risk of closure, nor was I given a reasonable opportunity to take action to keep the account open or redeem my earned rewards. Had I been notified, I would have acted immediately to prevent the loss of my points. 

The exact verbiage on the letter mailed to me stated the following : " We've noticed that you recently made payment ( XXXX ) on our website or over the phone using a payment account not registered in your name. To ensure the security of your account and provide you with the best service possible, we kindly ask that future payments be made using a payment account in your name. Continuing to use payment accounts registered to others may affect your account status. '' I called and notified that the account making the payments to the card is the same account that has been used from the business that my husband and I own and operate. The card is used to purchase materials for the business and we use the business revenue to pay that back. This has been the case since the card was opened and has never been an issue. The representative that I spoke to told me that she would note the account and we never heard back, so we assumed this was handled. The next thing I know, is we tried to use the card and it was saying account closed, upon further phone calls with the bank, they chose to close our account. 

They stated that the letter we received said clearly that the account would be closed, however that is not how the letter reads at all. It only states that it could affect the account status, to me, that could mean various things, paused account, less of a credit limit, etc. If I thought that there was a possibility that the account would be closed, I would have taken the necessary steps to get this resolved, which as stated above, I believed that my phone call to the bank did just that when we didn't receive any notification after that phone call. 

I respectfully request that you review this matter and consider reinstating my rewards points, or temporarily reopening the account so that I may redeem them. I have always valued my relationship with your institution and my account has never been delinquent, it has always had on time, if not early payments on the account and hope this issue can be resolved fairly. 

Please let me know if you need any additional information from me to assist with your review. I appreciate your time and consideration and look forward to your response.

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