ED Magedson – Founder
First National Bank of OMAHAInternet, Nebraska USA
First National Bank of OMAHA FNBO Worst Customer Service Experience Omaha Nebraska
Being a customer of this bank for over 10 years. Recently, they introduced the ability to autopay credit card through a bank debit (2013) when other banks have had it since 2000 and b4. They had the option but one had to fill out some paperwork and mail it either to enroll or to cancel. Could not be done on line. I decided to enroll. 7 days after my monthly payment was due, i received over 20 calls from them stating that my payments had been late. I usually turn off my phone while I work. At home I verified why that was the case after listening to my voice mail which said that my bank account provided was not valid. I signed in online to see what bank account I had provided. In one window, everything reflected information on my check and on another window, they had dropped off the last two digits of my bank account. With this incident, it appears within those 7 days they had pulled my credit, cut out available credit to just they amount I now owed and froze my account. This was the first time in over 10 years I have been with them that I missed a payment (because of their new online software) and they took such action. Did not really care for it was my opinion to use my debit card more. The problem though is that when I tried to update the last two digits which was deleted by their software because I entered and verified on another line, it will not let me and it was correct in another webpage. So I called their customer service (for the first time every). They had me verified all of my information and realized I equally had a passport on the account. I could not remember that passport. I was then transfered to the fraud team who I thought as other institutions do, we ask my questions using some information only I will know such as what was the color of your first car or made and model etc but instead, he asked me for the same information the previous customer service persons had asked including my account passpword. So I told him I did not know and that is why I was transfered to him for verification. Here is the fun part. Their solution was for me to go to my banking center, have them call First National Bank of OMAHA and first national bank will give them further instructions. I told them I bank online with a bank that did not have a location in my state. They advise me to walk into any bank and have them call first national bank. Can you imagine how stupid you would look to walk into a bank you do not bank with and tell them for example - I am not your customer, I bank with first National bank of OMAHA and they asked me to walk in here and ask you guys to give them a call at this number! Yes, this is their 21st century solution for identity verification. After the customer service guy made that suggestion, I hung up on him thinking this was the strangest thing I have heard from a "reputable" bank. Plan to just pay them off and close the account. Also, although I had one of the alerts setup to alert me if a payment was late or any similar alerts, none of that equally happened. What a waste! and then they acted like they were doing me a favor waiving the $25 late fee. Did not thank them, but made sure they knew they screwed up in the first place and that they wasted my time and energy goin through to try and get that fixed.
This report was posted on Ripoff Report on 07/05/2013 11:07 AM and is a permanent record located here: http://www.ripoffreport.com/reports/first-national-bank-of-omaha/internet-nebraska-68103/first-national-bank-of-omaha-fnbo-worst-customer-service-experience-omaha-nebraska-1064611. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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