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April 22, 2008

First National Bank of Omaha Sucks

I'll be the first to admit that I never pay my credit card bill on time. But that's not really a problem for banks. As long as you pay it, they benefit from the late fees and extra interest.

Nevertheless, I add this as a caveat before I go ahead and ream my credit card bank.

I'm with an Omaha bank through no fault of my own. My mom co-signed for a credit card for me way back in college with my parents' Michigan mom 'n' pop bank, which then got bought up by a bank in Florida, which then got bought up by First National Bank of Omaha.

I've had problems with them not communicating with me before (they like to do everything by mail, even though I've told them I don' t have a secure mailbox. When my old card expired and a new card arrived, it didn't, and I had to yell over the phone over the course of two weeks to get a new card) and they should, by now, be calling me if I have a problem, but I guess they don't care enough about credit card fraud.

So I go to reserve a car with citycarshare last night and they tell me my account has been disabled for nonpayment. So  I go to the Omaha website and see that my payments, for once, are up to date. WTF? So I call them and THAT'S how I find out that SOMEONE called in "a problem" with my credit card, prompting them to send me a new card--with the same number but a new expiration date and security code--without calling me first.

This was well over a week ago and I got neither the notice, nor the new card. Clearly, they've been stolen.

Let's just take a step back, shall we? I realize that credit card banks have to take all such calls seriously, and I realize that they must know about the kinds of frauds perpetrated in this manner (the most common of which is somebody calling in a lost or stolen card, whose number they conveniently can't remember, on someone with an unsecured mailbox; then waiting until the replacement card is sent and grabbing it).

But you can take such a call seriously AND STILL CALL YOUR CUSTOMER ON THE PHONE TO INFORM THEM OF THE CIRCUMSTANCES. Unless, of course, you're trying to save money and don't care if you screw your customers doing so.

After your customer has had problems receiving her new credit card because of an unsecured mailbox, don't you make a note of that on your customer's record and treat her case differently the next time there's an issue? After all, any money they might lose to a fraudster is money THEY have to swallow themselves. They can't blame me for it.

I guess they must have done a cost-benefit ANALysis and decided that it would cost them less to lose a certain amount to fraud than to keep enough phone operators on board to call customers in these circumstances. I guess that's why credit card commercials make such a big deal about platinum card members getting a call when something bad happens ... because nobody else does.

In any case, it's high time I started looking for a new credit card company. Any suggestions?

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Comments

A call from the bank should be a pre requesite whenever a change is supposed to be made. If I were you I would rather change the bank and avoid this kind of trouhble in the future.

First National Bank of Omaha does suck! You are totally correct! They don't even communicate by mail when they want to do things such as close your account. My 0 balance and good credit didn't get on their "good" side. I suddenly find out by accident that my account has been closed. The rep on the phone (Michelle) even sucked! Need to go back to Customer Service Class I guess. They say their "Family Friendly" that is (excuse my French) bullshit basically. Their reps say as the end of their calls "we value your business" SERIOUSLY?? Even the script that they have their reps say is a lie. If you have a card with this bank...RUN don't walk to the nearest bank you can actually TRUST!!

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