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Complaint Details
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Initial Complaint
04/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Back in November I paid my entire balance of $1,694 and set up auto pay. The following month I had a balance of $15.00 which was supposed to be paid on auto pay. Late January I received a notification from ****** ***** stating my credit took a 99 point hit due to delinquent payments to FNBO. I then called FNBO and the representative stated my bank account didnt exist because I must've put in the wrong bank account info, he then told me to tell him my bank account info which I did and he verified that it was indeed correct. He then told me he doesnt know why it happened and to contact my bank to see if it was something on their end. Which I did and was told it wasnt their doing and sometimes businesses forget the 0 in the front of the account number. I called FNBO again and spoke with a different representative that stated I must not have had enough in my bank account to cover the charge which was false and also verified by my bank. She then told me there was nothing they can do about the negative hit on my credit and I can dispute it with the credit bureau. I worked hard to get good credit and to have that taken away for something that was out of my control is absurd. Not to mention I've had the credit card for years and never missed a payment until auto pay was set up. I never received a call or email from FNBO about the delinquent payments. I'm honestly appalled FNBO would let a customer that has been in good standing for years prior to this situation go through this when no one knows what caused it.
Business response
05/07/2024
May 7, 2024
As you requested, we addressed this matter directly with ****** ****** on May 7, 2024, 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 response
05/17/2024
Complaint: ********
I am rejecting this response because: I received all of the emails and not one stated anything about a delinquency. I never received any letter about the transaction being denied. This is ridiculous, I've paid off large balances on that account and to have a $16 charge affect my credit in this way is beyond disheartening. Perfect payment history until I set up auto pay. I guess that's what I get for trying to do things responsibly. I honestly can't believe a company would treat a long time customer this way. Every representative I've spoken to gave me a different story of why it happened. It seems like with all the controversy around this situation they would give the customer the benefit of the doubt and let the credit bureaus know there was a mix up. Instead of ruining a person's credit over something that was out of my control.
Sincerely,
****** ******Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened a ********* credit card with FNBO on December 20, 2023. Per their terms, I completed a purchase of $100 in my billing cycle, charging $100 on Wednesday, January 17, 2023, which entitled my account to a credit of $99 to waive the annual fee. The charge took multiple days to post to my account appearing in the next billing cycle. I called to address and ask for accommodation but was told it was out of their hands as posting can take up to 30 days at times. I asked where it said that posting a charge can take up to that long, the next-level support supervisor shared that it's not posted or shared anywhere. They denied the request to waive the charge. In addition, the credit card took two weeks to arrive at my house, limiting the window to spend money in the first part of the billing cycle. As currently advertised I need "spend $100 in my first billing cycle."/ 30 days of my account, which I did. The advertisement says nothing about the charge needing to be posted to my account. The credit card perks also include cardholder lounges that were "opening soon", this has been posted since December and has not yet opened in Orlando. The operator blamed the theme park and said they have nothing to do with it and it's not something they can control, but have it posted on their website as a perk to the credit card. I'm asking that FNBO bank credit my account for the $99 first-year fee.Business response
04/30/2024
April 30, 2024
As you requested, we addressed this matter directly with Anthony Pacini on April 30, 2024, 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
04/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am writing to you regarding a significant issue with my bank account. My account has been blocked for over 45 days, and despite my numerous attempts to contact your customer support department, the issue remains unresolved. The reason for the account blockage, as I have been told, is related to an $85 transaction via the ***** ******. However, at the time of this transaction, there were significantly more funds in my account, making the account blockage entirely unjustified. I have made several attempts to reach out to your bank to resolve this issue, but have yet to receive a satisfactory resolution. My calls to the department responsible for addressing such matters have gone unanswered, and promises of callbacks have gone unfulfilled. I would like to emphasize that this prolonged account blockage is seriously detrimental to my financial interests and creates significant inconvenience. I kindly request you to expedite the resolution of this situation and provide me with a response regarding the steps to unblock my account.Business response
04/30/2024
April 30, 2024
As you requested, we addressed this matter directly with Yana Gridin on April 30, 2024, 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 Yana Gridin 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 response
05/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 2******4, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
04/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Account was closed between March & May of 2023 via phone/email/U.S. mail. All payments/charges were credited and the account was settled and closed. (Account ending in ****). I received by U.S. mail a statement from FNBO in February or March of this year with a January charge of $39.95 on an unknown account ending in 6638. I did not authorize or receive a new card. I've had nothing but trouble since they changed their financial source and that's why I "cut up the card"! After contacting FNBO they suggested I file a "fraud claim" so I did as they advised.Business response
04/16/2024
April 16, 2024
As you requested, we addressed this matter directly with ****** ******* on April 16, 2024, 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
04/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to file a complaint regarding FNBO (American Express) at **** *** ***** Omaha, NE 68103-2557. On February 08, 2024, I sent a payment of $2539.02 from my ****** Bank account to pay off my FNBO (American Express) account and manage my bills. However, I noticed that the account balance had not been updated for over a month. Upon contacting FNBO (American Express) customer service on March 17, 2024, I discovered that the payment of $2539.02 was credited to an account not linked to my name or information. I promptly contacted my bank on March 18, 2024, to request a reversal of the payment. The Truith Bank representative confirmed that the funds had been electronically wired with confirmation number *********** *nd initiated an investigation. Subsequently, I contacted FNBO (American Express) with the provided confirmation number, only to find out that the account number ********************** was invalid. Further complicating matters, on March 25, 2024, I received an FNBO Credit Card Statement for an account ending in #1850, which I did not open. Despite this, the statement showed a negative balance of $2539.02 and a credit limit of $1000. Upon contacting FNBO customer service again, I was informed that my only account with FNBO ends in ******** and is still under investigation. Enclosed with this letter are bank records and the FNBO Credit Card Statement for your review. I am seeking assistance from the Better Business Bureau to help facilitate a resolution to this matter, as I cannot afford to lose $2539.02. Thank you for your attention to this issue. Sincerely* ******* ******Business response
04/16/2024
April 16, 2024
As you requested, we addressed this matter directly with ******* ****** on April 16, 2024, 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 response
04/17/2024
Update on Misdirected Payment Issue with FNBO
Better Business Bureau,
I am writing to provide an update on the ongoing issue with FNBO, concerning a misdirected payment of $2539.02. On April 9, 2024, at 4:22 PM, an FNBO representative contacted me to initiate a refund. They required me to answer several security questions, which I complied with. During this conversation, I inquired why the funds had not been automatically returned upon discovery that they were credited to a closed account. The representative explained that FNBO had not managed American Express accounts for over four to five years. Curiously, they opened a new Visa account in my name without my consent, which contradicts their previous statement.
The following day, I received an email confirming the receipt of my funds on February 9, 2024, mistakenly linked to a Visa account instead of American Express. On further inquiry with FNBO on April 17, 2024, a manager informed me that this Visa account was opened when they received the misplaced funds. The manager assured me that my funds were being processed and expected to be returned between April 16 and April 17, 2024. However, he mentioned that it typically takes 60 to 90 days to refund payments made to closed, inactive accounts.
To date, I have not received my refund. This delay is causing significant financial inconvenience, as FNBO is effectively holding my funds while I continue to accrue interest charges on my actual account. At this point, I request not only the return of my principal amount of $2539.02 but also compensation for the accrued interest incurred due to FNBO's mishandling of my funds. This situation highlights a troubling scenario where a large financial institution retains a customer's funds unjustly.
I appreciate your continued support in resolving this matter and look forward to your intervention to expedite the refund and ensure that I am fairly compensated.
Thank you for your attention to this serious matter.
Sincerely,
** ******Initial Complaint
04/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The attached documents show that my balance on 22 Dec 23 was $2289.34. A payment was due around 20 January 2024. A copy of my bank statement shows that I paid $2289.34 on 4 January 2024. The daily balance update that I received shows that on 19 January 2024 the balance was $0.00. Then suddenly on 21 January I was charged interest for 20.59. I called and they could not explain why I was charged I told them to close the account because according to the instructions on the reverse of the monthly statement no interest should be charged if the account was paid off before the due date. They have since added more interest or possibly late fees. They also reported me to the credit bureau as being past due more than 30 days. I want the balance back to $0. and my credit report fixed. This company is deceptive and I no longer want to do business with them.Business response
04/16/2024
April 16, 2024
As you requested, we addressed this matter directly with ***** ******* on April 16, 2024, 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
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
3 months ago, FNBO decided to close my account for no valid reason. WHen I called in, I was told several times that the accounts were opened but then suddenly now I am unavailable to use. As a mom with cancer this feels discrimatory.Business response
04/17/2024
Date: April 17, 2024
As you requested, we addressed this matter directly with ***** ******** on April 17, 2024 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 response
04/17/2024
Complaint* ********
I am rejecting this response because: The company has not called or sent any letter. I have done nothing wrong. Now they are not assisting in dispute cases and rebilling me unjustly. I want refunds for these issues and my account reopened.
Sincerely,
***** ********Initial Complaint
03/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
see Attached document
enrolled in their insurance program
Business response
04/09/2024
pril 9, 2024
As you requested, we addressed this matter directly with ****** ****** on April 9, 2024, 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 Philip Raguso 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
03/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Around 2-20-2024, my account was closed, and I requested a refund of the monies I had in a secured bank account with FNBO. I was told four different stories: 1) My attorney needed to send a letter requesting my money. 2) I needed a court order. 3) I was told my money was going to be refunded back to me within 30 days. 4) I was then told my money was being sent to the trustee of the court, and I was not provided where, when, etc. On 3-20-2024, I requested to speak to a manager, and I was told someone would call me back and they never did.Customer response
03/20/2024
FNBO has $600 of mine in a Savings Account. I am terminally ill with cancer, and I was told when I could not find out when I am going to get my money to have my rep. or attorney contact them if I become incapacitated or pass away. This excuse is not relevant at this time. I want to get my money back.Business response
03/26/2024
March 26, 2024
As you requested, we addressed this matter directly with ***** ******** on March 26, 2024, 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 response
03/26/2024
Complaint: ********
I am rejecting this response because:I have not received any correspondence from the bank. I called the bank last week and they would not answer my questions. All I want is answers!
Customer response
04/01/2024
Please note that I have not received any communication from FNBO, nor have I received my money.Initial Complaint
03/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has bullied me into paying and overcharged me with fees and no help. I have made on time payments for an old account they ran up with late fees because I could not afford their minimum. Lately they charged me then refunded it, then said I did not pay and charged me $25 as a fee. The bank account is linked too FNBO so there should not have been an issue pulling out the payment. I have payed more than half the balance off and they offer no help or option to settle. This company is shady in general if you look at their reviews. My bank **** ** *** *** ****** is who I got the card from as my first credit card and they severely damaged my credit with no help or remorse.Customer response
03/19/2024
** **** ******* ** *** ** *** ** *** *Business response
03/28/2024
March 28, 2024
As you requested, we addressed this matter directly with ****** ****** on March 28, 2024 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.
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Contact Information
Customer Complaints Summary
365 total complaints in the last 3 years.
145 complaints closed in the last 12 months.