Consumer complaint received 2025-04-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: FIRST NATIONAL BANK OF OMAHA
State: CA

Complaint narrative:
On XX/XX/XXXX, I used my fnbo credit card ending in XXXX to pay for auto repair that cost me {$310.00}. XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, destroyed the parts and caused me to have to take the car to another repair facility to have it properly fixed. 

XXXX  XXXX XXXX, the venue that provided services, damaged the parts that were installed on my automobile that cost me additional expenses to have them repaired. They damaged the rubber boots that cover the inner and outer tie rods on both sides by over twisting them causing them to tear holes in them. Furthermore, they returned the automobile leaking fluid because they incorrectly installed the hose clamp and tried to charge me more to replace the hose despite there being nothing wrong with the hose. XXXX of the clamps wasnt even tightened, it was just hanging in there. When they swapped over the hose inlet tube they cross-threaded the threads causing the inlet tube to not seal causing the leak. They tried to tell me it was the hose that needed to be replaced, which was untrue, and wanted to charge me to replace the hose. ( see pics ) And even worse they wanted to charge me for the receipt. 


I didn't immediately file a claim about this with the credit card company for fear of retaliation from the auto repair facility. However, I called the credit card XXXX XXXX XXXX over the span of a year asking questions about disputing this charge, as I was unaware that I was able to dispute the charge. It was explained to me by the credit card company at least XXXX to 4 times before I filed the dispute that there was no time limit on filing the dispute. So, I consulted some attorneys first. 

Then in XX/XX/XXXX, I filed the dispute requesting a refund of a partial amount of {$250.00}. In this initial dispute, I supplied the reason for the dispute as well as several photos of the destroyed parts. 
The credit card company took about 3 months to reply. When they replied they requested more documentation as proof that I paid another repair facility to fix the car. I immediately supplied them the requested documentation. Then I received no response after approx 3 months. 

I called them on XX/XX/XXXX asking what the status was and was informed that they would not reimburse me because I had already paid off the transaction and that by doing so the credit card company considers this as an acceptance of the loss in the transaction. They further explained that had I not paid off the transaction I would still be eligible for a refund, but because I paid off the balance on my credit card I was no longer elibible and had no rights. They said they emailed me a copy of this response, but I did not receive any response from them at all. I also didn't receive a response from them initially until I called asking what was taking so long. It seems that their practices are to not do anything unless the customer calls. Despite the fact that I was told that there was no time limit to file the dispute by XXXX to XXXX representatives, including the last one I spoke to on XX/XX/XXXX, I was told by this last person that if I had filed the claim within XXXX  days after the transaction and not paid on it that I would still be eligible. This means that they would expect me to incur late charges and fees. It also means that they went through the whole process of acknowledging my dispute and requesting information from me knowing ahead of time that they were not going to award me the refund due to the ellapsed time. 

This is fraudulent and unfair for numerous reasons. First, I am obligated to pay my credit card payments every month in order to pay the credit card company back the money they lend me. Second, If I didn't pay my credit card balance I would recieve late charges, a negative credit rating, and possible account closure and collections. Third, I filed the complaint because I was told there was no time limit to file. Fourth, there is nothing in the credit card agreement that says I voluntarily waive my right to a refund because of paying off and accepting the transaction. And, whether I pay off the card or not, should have no bearing on nullifying the dispute for a refund. ( see attached email from fnbo ) I pay off all my credit cards in full each month. This is what a person is supposed to do. I have never had any late payments with this credit card or any card that I own. They are supposed to be protecting us for criminal auto repair shops that rip people off, but instead they find a bogus reason to make it the consumer 's fault. 

It is not my fault. I didn't everything they asked me to and they did nothing to help me in the end.

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 monetary relief