First National Bank of Omaha Complaint: Billing disputes

#1506961 6 Aug 2015

Credit card

Complaint #1506961 submitted on 08/06/2015 relating to First National Bank of Omaha. Complaint relates to Credit card - Billing disputes .

Complaint was submitted via Web and sent to the company on Thursday 6th August 2015.

Narrative (may be redacted).

My complaint is about a dispute improperly handled by the credit card company.

My credit card ( XXXX card ) was originally issued through XXXX. In XXXX 2015 I disputed a charge of {$100.00} for a XXXX night stay at XXXX XXXX TX, because the services provided were not as advertised or as expected. ( Very briefly : We did not get an accessible room as requested, and my XXXX husband XXXX. There were various other problems as well, none of which were corrected. ) I provided plenty of evidence supporting my claim. The bank issued a conditional credit while investigating. After about XXXX weeks I received a letter from the bank stating the charge was placed back on my account because I stayed in the hotel, i.e. received the service.

I disagree with this decision because : -I never denied that I stayed in the hotel. My reason for dispute has consistently been that the services were substandard, not as advertised or expected, and the management made no effort to correct the problems despite repeated requests.
-The bank was fully aware that I stayed at the hotel when they first placed the charge in dispute. If there 's no recourse they would not have initiated the dispute in the first place.
-XXXX offers protection to customers for services that are substandard or unsatisfactory, as do other credit cards. " Services rendered were not as expected or advertised '' is XXXX of the specific reasons provided by credit cards for disputing a transaction. I provided ample evidence to support my dispute under this option.

When I called to appeal their decision, I was told that the credit card has been transferred to a new bank, and I should contact them. I contacted the new bank, First National Bank of Omaha, and submitted my rebuttal to them. The representative said she would talk to a supervisor and see what she could do, but so far I have heard nothing and the charge remains on my account. My email to her attached.

I then emailed XXXX XXXX XXXX, Executive Vice President of Consumer Banking in First National Bank of Omaha. Again heard nothing. My email to him attached, with supporting documentation about the dispute.

It appears that neither credit card company protected my consumer rights provided through XXXX or Fair Credit Billing Act. I am requesting your help to get this dispute processed correctly and issue the refund. Thank you.

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