Complaints

This profile includes complaints for First National Bank of Omaha (FNBO)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  First National Bank of Omaha (FNBO)

  1620 Dodge St Omaha, NE 68102-1593

  
• 

  First National Bank of Omaha (FNBO)

  1501 N 84th St Lincoln, NE 68505-3117

  
• 

  First National Bank of Omaha (FNBO)

  102 S Locust St Glenwood, IA 51534-1775

  
• 

  First National Bank of Omaha (FNBO)

  1820 23rd St Columbus, NE 68601-3424

  
• 

  First National Bank of Omaha (FNBO)

  124 W 3rd St Alliance, NE 69301-3302

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Mgm Platinum cards about reducing my monthly payment. And it was agree if I paid off half of my card the monthly payment would be reduced along with the balance. We agreed that it would reduce to possibly 20 dollars a month instead of paying 40 a month. So after the conversation, I paid off another 471 dollars along with another payment. However, my monthly payment remained hte same. I called back and was told they had a minimum of 40 even if my balance was 40.

  

  Business Response

  Date: 04/29/2025

  The following was submitted on the BBB website:
  
  April 29, 2025
  As you requested, we addressed this matter directly with ****** ****** on April 29, 2025, by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ****** ****** directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/29/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I haven't received anything. And I was told at least 4 times I would get a call from a superior, which they never called!
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a loyal customer for almost 8 years. I'm a small seasonal business owner with 5 kids. FNBO reduces my business credit card by 2/3's. No phone call no email no letter they just did it. This happened literally one week before my season is beginning. This has put myself and family in a bad situation. Would like clarity why a big company would crush a small family owned business.

  

  Business Response

  Date: 04/15/2025

  April 15, 2025
  As you requested, we addressed this matter directly with *** ******** on April 15, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact *** ******** directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I always make my FNBO credit card monthly payment early and I have always paid significantly more than the minimum payment. In December of 2024, I made a large payment of $9,500. For some reason, FNBO processed that payment twice. I noticed this right away and called customer service to ask them to cancel the second payment. The customer service representatives told me that they did not have the authority to help me. They also told me they could not transfer me to anyone who could help. I notified the customer service representative that, since they couldn’t help me, I was going to have my bank cancel the second payment. They understood. So, I contacted my bank to cancel the second payment. Since December, all my payments have been flagged by the system as being likely to not clear, and a hold gets put on my payment so that it takes two weeks to clear. Since I use this card a lot and pay it off every month, this is a hindrance on my ability to utilize the service. I have tried calling customer service multiple times. Each time I call, the representatives tell me that they are unable to assist me and unable to connect me to anyone who can. Today, I spent a lengthy amount of time on the phone, insisting to speak with a manager. The manager repeatedly tried to avoid speaking with me by telling her employee reasons that I should simply terminate the call and give up. When I was finally able to speak with the manager, she sounded extremely annoyed and told me in an exasperated voice that my cardholder agreement states that FNBO can choose to put a hold on my payment for any reason and there is nothing she could do to help me. I explained that I was not questioning the legality of FNBO placing the hold. I simply wanted the chance to talk to someone who had the authority to investigate the situation and fix it if they feel it is warranted after talking to me. The supervisor told me that it is impossible for me to speak with anyone who had the authority to help me.

  

  Business Response

  Date: 04/10/2025

  April 10, 2025
  As you requested, we addressed this matter directly with ***** **** on April 10, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ***** **** directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/14/2025

  
  Complaint: ********
  
  I am rejecting this response because they did not propose any solution to the problem. They simply told me that they reviewed their records and found that I was wrong in my assertion that they accidentally charged me twice in December for the same payment, and this was not a result of an error on their part. They stated that their records show that I initiated two separate payments of $9,500, and because I cancelled the second payment, their system flagged my account for funds being likely to be returned as insufficient. This half-hearted "reply" is really just blowing me off without offering any solutions for fixing the issue. There are multiple issues with their reply:

  1. There is absolutely no reason for me to have initiated two separate payments of $9,500 on December 11th. The payment I was making was for approximately the entire balance that was owed on my account. Why would I knowingly make two separate payments for a total of approximately twice the total of what I owed on my account? it seems more likely that an error occurred.

  2. Why would their system accept two separate payments that total an amount that is approximately twice as high as the entire balance that was owed on my account?

  3. I pay my bill in full every month and have an excellent credit rating. It is obvious that I am not a high-risk client. I clearly communicated regularly with FNBO about the situation and attempted multiple times to resolve it. Why has FNBO not offered a single solution for resolving this situation amicably?

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported fraud on my Scheels credit card. They closed my card and sent me a new one. FNBO reported to the credit bureau that my card was listed, I closed my account, and opened a new card. All causing my credit to drop over 40 points. I contacted customer care and asked to speak to a supervisor. I was transferred to a supervisor named *****. She told me there’s nothing they can do wait 30 days. As I told her you have a department that turns this into the bureau that she needs to contact them and have it corrected. She told me to wait until the end of April. She refused to help. If I wanted to use my credit to buy something big there is a great chance of being denied from what they turned in. Once they fix it my credit will not be the same score. They need to fix my credit report and compensate me for their mess up.

  

  Business Response

  Date: 04/03/2025

  April 3, 2025
  As you requested, we addressed this matter directly with ***** ******** on April 3, 2025, by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ***** ******** directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SLICE by FNBO has, in my belief, fraudulently applied my loan payments. The SLICE platform took over what was called Amerifirst in servicing my loan in October 2024. No payment was taken from me in October 2024, a half payment was taken in November 2024, and full payment taken each month December 2024 to present March 2025. I inquired about the payment discrepancies and how the principal of my loan has not decreased since November 2024. They responded to my inquiry stating I’d made extra payments on my loan which resulted in the November half payment. They also said the December through February payments were only applied to the interest. The issue with this response is that I haven’t made any additional payments, my November 2024 payment was never added to my account, and I don’t have an interest only loan. My payments are supposed to be put towards principal and interest. I also noticed they have again adjusted my automatic payment to a half payment in April 2025. In looking at my account today, they have applied the half payment for November 2024 and since November 2024 my loan principal has only decreased by the half payment ($351.87) although I’ve paid $3,166.83 between November 2024 to present March 2025. Attachments include screenshots of my checking account payments for the loan. They also include screenshots of payment history on my loan account and the upcoming payment schedule. Lastly, I also added my inquiry email, their response, and my response sent just before this complaint.

  Customer Answer

  Date: 03/21/2025

  Attached is the response email from Slice, their record of payments, and my response back to them.

  

  Business Response

  Date: 04/02/2025

  April 2, 2025
  As you requested, we addressed this matter directly with ***** ***** on April 2, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ***** ***** directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 8 months I have been sending my mother a check for deposit into her account at fnbo for her care. Upon reviewing the canceled checks I noticed that a poa has been signing for them and there is no validation print on the back of the checks. I inquired to the poa and they sent me a picture of my check sitting on a piece of paper with the words mobile deposit and a blacked out amount. O have sent emails and called fnbo many manybtimes to verify that my money was deposited into my mother's account. To no avail. This last check I clearly wrote on the back for deposit only to ####### and NO MOBILE DEPOSIT above the endorsement line. It clearly was mobile deposited again. There seems to be NO validation of checks when using mobile deposit. Fnbo will not even tell if my money was deposited to the correct account!!! While doing research on mobile deposits and calling the fnbo branch they only check to see if it has been endorsed. Mobile deposits can go anywhere the user decides it should go and can even be cashed out or sent to a cash app!! Injust want to know if my mother's account is receiving my money!! Poa will not show me proof and fnbo is not assisting as well!! Watch out people and don't leave checks laying around even if they're not made out to cash someone can sign the back, snap a picture and do whatever they wish

  

  Business Response

  Date: 04/01/2025

  April 1, 2025
  As you requested, we addressed this matter directly with*** ***** *** on April 1, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ***** ****** directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14 I went online and canceled my autopay because my income has become less predictable and I wanted to pick the date to pay when there was money in my bank account. Nevertheless, I received an email saying that the autopay for March was going to be withdrawn from my account. I called and spoke with a representative named **** who said he understood my problem and would cancel the payment. This morning I saw that the payment had been withdrawn from my bank account (which paid ony because I have overdraft protection on that account) and so not only was the $70+ taken out of the account but also a $36 overdrawn charge. I called FNBO and spoke to a representative who said she coiuldn't do anything. I asked for a manager who told me the same. That is, they could not take the charge back and couldn't refund the overdrawn charge from my bank. She also said that I had only put the autopay "on hold" which is absolutely not true. And note, it didnt' stop a single payment from being automatically taken from my bank.

  

  Business Response

  Date: 04/04/2025

  April 4, 2025
  As you requested, we addressed this matter directly with ***** ******* on April 3, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ***** ******* directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 04/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a fraudulent charge on my credit card on 12/14/24. I immediately reached out to FNBO by email, and they called me back shortly. I was told someone used my card numbers with an online order, but entered the incorrect CVV numbers when purchasing online, but Walmart still accepted the order. FNBO immediately locked my card, and issued me a new card. I was told the charge would be removed after 2 months. It has been 3 months, the charge is still there, and they will not respond to any of my emails when I seek an updated. I appreciate any assistance in resolving this matter. Thank you

  Customer Answer

  Date: 03/10/2025

  I received a letter today (3/10/25) from FNBO and it informed me that it was a fraudulent charge, and I would be receiving a credit for the amount of $46.91.

  Thank you for your assistance

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** ******* Date: February 28, 2025 Subject: Unauthorized Credit Card Charge – FNBO Refusing to Issue Credit Complaint Details: I am filing a formal complaint against First National Bank of Omaha (FNBO) for refusing to credit back an unauthorized transaction on my credit card despite clear evidence that I did not authorize the charge. On December 13, 2024, a fraudulent transaction of $5,250.13 was made at ******** Northpark Dallas, TX, using my FNBO credit card ending in ***** I reported this unauthorized charge to FNBO on January 27, 2025, requesting an investigation and a credit reversal. On February 10, 2025, FNBO informed me that they denied my dispute, claiming my physical card was present, and the transaction was authenticated via CHIP and PIN. However, my card was stolen, and I was not the one who made this purchase. I have already filed a police report and provided FNBO with all relevant documentation to support my claim. FNBO’s refusal to credit back the unauthorized charge violates the Fair Credit Billing Act (FCBA) (15 U.S. Code § 1666), which protects consumers against fraudulent credit card charges. The bank has failed to adequately investigate the fraud and has unjustly held me responsible for a transaction I did not make. Resolution Sought: I demand that FNBO:     1.    Immediately issue a credit of $5,250.13 to my account for the unauthorized transaction.     2.    Remove any finance charges or late fees incurred due to this fraudulent charge.     3.    Provide a full written explanation of how they determined my liability despite my stolen card and police report. If FNBO does not resolve this issue, I will escalate my complaint to the Consumer Financial Protection Bureau (CFPB) and explore legal action if necessary. I request the BBB to intervene and hold FNBO accountable for their failure to properly handle my fraud claim. Sincerely, ******** ******* *** ********

  

  Business Response

  Date: 03/13/2025

  March 13, 2025
  As you requested, we addressed this matter directly with ******** ******* on March 13, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ********  ******* directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 03/13/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  FNBO’s response to my complaint, as it does not address the issue, acknowledge any wrongdoing, or provide the resolution I requested.
  
  FNBO’s response states that they sent me a letter, but this does not resolve my complaint. My issue was directly with FNBO, and I expected a clear response acknowledging the problem and offering a solution. Simply stating that a letter was sent without providing any details or resolution is insufficient.
  
  I request that FNBO directly address my concerns and provide a resolution in line with my original request. If FNBO fails to offer a meaningful response, I will escalate this matter to the Consumer Financial Protection Bureau (CFPB) and other relevant authorities.
  
  I ask that the BBB follow up with FNBO to obtain a proper resolution. Please let me know the next steps.
  
  
  Sincerely,
  ******** *******
  

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  As you requested, we addressed this matter directly with Samantha Badillo on March 25, 2025, by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ******** ******* directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, ******* *******, am documenting reporting FNBO for defrauding me. I have disputed the amount on transaction date 6/30/24 because ***** ********** failed to produce an order I placed on their mobile app, stating their power went out and there's nothing they can do. So I wasted my gas, left hungry and had a bill to deal with. 8months later, this is STILL UNRESOLVED and it's costing me more TIME and time is MONEY. Since then I have called FNBO. I stopped using my card because you debited BACK an amount of $3.95. The original ***** amount was for $5.34 9:05pm 6/30/24 translation date.0 I have called numerous times transferred from Customer Service to Fraud to and sometimes DISPUTES. I WORK DURING THE HOURS YOUR DISPUTE DEPARTMENT IS OPEN! I WAS PROMISED that this was a FAILING on FNBO's part as the case was resolved, the monies were taken off my account and PROMISED by the dispute person I talked to a few months ago that this would be correct. Instead, the debit was posted and you took that money from my checking account as I pay in full!!! I called and asked for a supervisor to call me back AND NEVER HEARD ANYTHING and yet you all took MY FULL PAYMENT OUT INCLUDING THE DEBIT YOU CHARGED BACK TO ME fraudulently! YOU HAVE WASTED MY TIME, TIME IS MONEY and I have spent FAR TO MUCH OF THIS ON THIS COMPANY. How many calls I have made over all these months and NO ONE has taken ownership. NOT ONE PERSON to make sure this has resolved. YOU TOOK MY MONEY that is NOT YOURS and so did *****! I want a billing adjustment, a written explanation of why your dispute system failed and how to intend to fix it so that doesnt continue to reoccur for me or anyone and I would like a credit to my account for all the time (=money) spent trying to get this resolved. I want your people also to TAKE OWNERSHIP especially when FNBO is in the wrong!

  

  Business Response

  Date: 03/11/2025

  March 11, 2025
  As you requested, we addressed this matter directly with ******* ******* on March 11, 2025 by way of letter. The customer should receive the letter in the next 7-10 business days. However, in the interest of protecting our customer’s confidentiality, we are unable to provide you with the details of our letter. If you would like further details, please contact ******* ******* directly. Please let us know if you have any questions regarding the resolution of our inquiry and thank you for taking the time to bring this matter to our attention.

  Customer Answer

  Date: 03/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: I had called the company several times, last time asked for a manager to call me back and heard nothing. NOW I have to wait another 7-10 business days to get a letter? How at my primary residence? Why not email the address on file to set up a time to talk?
  
  Sincerely,
  
  ******* *******