Consumer complaint received 2024-02-16 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: FIRST NATIONAL BANK OF OMAHA
State: AZ

Complaint narrative:
On XXXX XX/XX/2023 I applied from my house in Arizona for a XXXX XXXX  credit card through First National Bank of Omaha and was instantly approved. However, before I received the card I traveled to XXXX XXXX ( where I am from originally ). I had intended to receive the card when I returned. 
However, family matters meant that I had to stay in XXXX XXXX longer than anticipated, and First Bank of Omaha required me to call. They sent regular mail to the address in Arizona, but I did not receive it. Eventually I did call, in late XXXX, but they reported that because they didn't hear from me that they closed the account. I thought that was all ; I told the rep that I would apply again when I return to the US and he agreed that I could. 
What I did not know was that they, despite closing the account, charged me the annual fee and did not reverse it upon closing the card. They mailed paper statements to my address in Arizona for three straight months ; I did not know of this obligation and no email, text message, or phone call came from them during the 90 days I did not pay this annual fee. I only became aware of it when my credit monitoring service notified me that a 'past-90-days-late ' notice had been listed on my credit report in XXXX of 2023. My credit score dropped XXXX points. I found it it was First National Bank of Omaha 's XXXX XXXX card causing this and called them, but the representative I spoke with demanded a payment to cover the annual fee and penalties/interest. Not knowing what else to do, I paid them and asked them to investigate as I was told that the account had been closed. No one had mentioned that I owed an annual fee on this closed account. 
As proof, I have a letter from First National Bank of Omaha 's Fraud Prevention department dated XXXX XX/XX/2023 informing me that the account was closed. There is no mention of a balance due. I did not use the card as I did not have a chance to do so. I had no log-in or reason to go to their website and did not think there was any action required on my part as they had closed my account before I had had the chance to use it. 
I have heard nothing from them for more than six months. I would like 1 ) my payment returned and 2 ) my detrimental mark on my credit report removed. Other banks ( XXXX XXXX XXXX for one ) sent me mail informing me that they were lowering my available credit limit as a result of my missing this unknown payment to FNBO. Again, my credit score, up to that point reflecting my perfect credit at over 800, dropped almost 100 points. 
I have attached the original letter informing me that the account was closed, and two letters from XXXX XXXX  XXXX informing me that my credit line has been reduced ( clearly as a result of this situation ).

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