Consumer complaint received 2025-11-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: FIRST NATIONAL BANK OF OMAHA
State: OH

Complaint narrative:
In an effort to build my credit towards the goal of home ownership, I signed up for a credit card with this company in or about the year XXXXBack then their websites had many issues and was very hard to navigate, login etc.I setup autopay and verified that it was noted on the payment screen. After using the card and accruing a balance I did receive monthly communications from FNBO about my monthly statement and payment reminders. The reminder email only said 'if you have already made a payment please disregard this notice ' I disregarded the notice because I had setup autopay. Fast forward to the next month where they reduced my credit limit and slapped my credit report with a delinquent notice dropping my score XXXX points and destroying my progress and work towards home ownership. 

I called to rectify this with FNBO and they told me my autopay was setup but it takes 30 days to activate and would work on the next billing cycle. 

After this I didn't use this card for some time due to the poor experience of their website and customer service, and the late fees I had accrued because of their badly designed customer portal. Dropping my credit score XXXX points was also a factor. This alone set me back on my credit rating and home ownership by years. I continued building my credit with other creditors but kept this card as it was a line of credit and XXXX of my older ones at this point. In XXXX I used this card instead of my normal one and assumed that autopay was set up on this card. In XX/XX/XXXX I received a notification from credit report monitoring that my account was past due with FNBO because of a {$6.00} charge. 

After I saw the charge I logged in and manually made a payment to FNBO and then called them. I called them to inquire why autopay did not withdraw the payment for XXXX and was informed that autopay was not turned on the account. The representative stated that they saw that I had turned it on in XXXX, but could not find a record of me deactivating it. They escalated my call to tier XXXX support. The representative spent close to XXXX mins looking for a record of me turning it off, which they could not. When the representative admitted that the company had no record of me deactivating auto pay, I asked them to withdraw the derogatory remark from my credit report, they refused. I asked to speak to their supervisor and they stated that I couldn't do that. I then asked if anything could be done, and they stated I could dispute it. I then asked if I did dispute it, if they were going to fight it, and they stated that they couldn't answer that. I disputed it, and they fought it. After I submitted my dissatisfaction with their service through a survey, they called and stated that they had now found a record of me deactivating auto pay in XXXX of XXXX. I asked them for a copy of that record, and have not yet received XXXX.

Company response to consumer: Closed with monetary relief