Consumer complaint received 2025-06-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: FIRST NATIONAL BANK OF OMAHA
State: FL

Complaint narrative:
XX/XX/XXXX, I applied for loan with XXXX  by FNBO. According to the email I received from XXXX  by FNBO initial funding will be send to contractor when he is ready to start the project and then he will be paid by stages and each stage must be approved by me. The full amount of the funds was disbursed to contractor the day before the project supposed to take place. Agreement with contractor was 50 % initial funding. On XX/XX/XXXX, I filed a complaint and requested cancelation of my loan because I was not provided with the product I supposed to pay for. Send multiple emails to XXXX  by FNBO, multiple calls and still not a clear answer or solution on my case. I notified then that the product wasn't provided to me - sent them inspection report from independent contractor ; information about the lapse of insurances of the contractor and inability for him to provide what I paid for, contract with contractor showing 50 % advance payment and obtaining a permit before the start of the project, forged final invoice for something I didnt get. NOTHING from XXXX  by FNBO but requesting me to pay my loan for something I didn't receive. 

My account was set up on Auto pay at the signing. I called before due date of my 1st payment and they put my account on hold till they investigate. I was told that no late fees will occur nor reporting to the Credit bureaus. Next month I received an email again requesting payment again even though my case was still under investigation. I made a call again and again I was told that my account is on hold and no further action for me are needed till they come up with a solution. They even agreed that I shouldn't be paying for something I didn't receive. In XXXX I received an email from XXXX  by FNBO informing me about an error in their system triggering charge of a late fees but letting me know also that no late fees will be charged. Later, I checked my Credit report and appeared that this error trigger reporting to my XXXX as 30 days late payment and " XXXX '' points on my Credit Report. I contacted XXXX by FNBO again multiple times about this problem and again NOTHING for months. When I called on XX/XX/XXXX to try to get an update, I saw that my account that was set up on Auto Pay again in Febuary 2025 shows past due amount. I was not given explanation how this happen but that they will investigate and get back to me in 3 days. No phone call nor email from them till I called two weeks later to check on XX/XX/XXXX. After no explanation what and why happened I received an email stating that my account is taken out of XXXX pay and I will have to set it up again. All of that after they received my scheduled XXXX pay on XX/XX/XXXX. On XX/XX/XXXX I received notification of a change in my Credit Score - again I was reported as late pay.

This company is nothing but scam. No customer service, no supervisors you can talk to. They fund contractors that can't do business. They don't care what the contractors contracts with customers are nor they care if the customers got what they pay for. 

I was not able to live in my house for 5 months because I was not provided with the product, I paid for, but I was asked to pay for and later punished that I disputed the loan not once but twice. No one at XXXX by FNBO knows what is going on and why things are happening. Sending emails to them and making phone calls bring you nowhere. NO ONE over there care about you or take you seriously. I made multiple calls to their Office of the President, left 5 voice mails requesting a phone call and NOTHING. In one of my conversations with the contractor he told me that no matter what I do it won't bring me anywhere because his connections with XXXX  are very stable and he has protection over there and that he is paying for that protection. After my experience with XXXX  by FNBO I am fully convinced that there is a schema to scam people. 

A simple project ( HVAC ) that should take place in one day turned into a nightmare for me- over 5 months I was not able to live in my house, paying for rent and Credit Score that was ruined not once but twice. All of that without logical explanation.

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