Consumer complaint received 2023-10-19
Company: BANK OF NEW YORK MELLON CORPORATION, THE
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
My name is XXXX XXXX and I am submitting this complaint as a result of a fraudulent transaction that first appeared on my Fidelity Investment Individual Cash Account dated XX/XX/. The amount in question is for {$520.00} and I reported this transaction to Fidelity Investment as fraudulent as on XX/XX/ while on vacation in XXXX. To clarify, I had never authorized any purchase in the amount of {$520.00} while on my vacation in XXXX and reported the transaction as fraudulent to Fidelity immediately after seeing it. I had submitted my claim with an associate on XX/XX/ and was told that this claim would require an investigation taking up to 10 business days. I agreed and waited accordingly. After the 10 business day period, I reached back out to Fidelity for an update regarding my claim and was told by an associate for the " Debit Card Services Team '' that the claim had been denied and that I'd have to submit an appeal to the decision. I was told that I'd need to write a letter to the corporate office to appeal the decision and I went ahead and did exactly that. I submitted a letter to " Attention Fraud Department- XXXX XXXX XXXX XXXX XXXX XXXX XXXX, DE XXXX '' as advised explaining was had taken place regarding the fraudulent transaction and requested that I be refunded for my lost funds. I told by the associate that I had spoken with that day by the name of XXXX that my appeal would take 7-10 business days to process when received and that'd I'd be receiving an update via postal mail or phone call. This 7-10 business day period went by and I received no such update. I called back into Fidelity and was transferred from department after department until I finally got on the phone with a woman named " XXXX '', Fraud Investigation Supervisor at BNY Mellon Treasury Services. She explained to me that BNY Melon is the company that conducts the fraud investigations for Fidelity and that my claim was not actually denied and that there was no need for me to have submitted an appeal. I was frustrated to hear this because I had taken much time out of my day to type this letter and bring it to the post office to be mailed out. XXXX advised that they were just in need of me confirming some information on their part so they can " Substantiate the Claim ''. I provided her with the information she requested from me that day and sent her a copy of the appeal I had mailed out to Fidelity via email. She expressed that she'd process the info I provided her that day and would reach out to me with updates in 7-10 business days. I agreed, but once again, nobody ever reached back out to follow up with me. I called back in to Fidelity several other times after this occasion and was finally led back to XXXX from BNY Melon. I was now told by XXXX that my claim had been denied and that there was nothing further she can do. I asked why my claim was denied and she mentioned that they were " Unable to Substantiate the Claim ''. I asked for more info regarding this response and she mentioned that she'd look into this to see what she can provide and will get back to me. It has been almost 2 months since I've last spoken to XXXX and I still have not gotten any updates as to why my claim was improperly denied. I have sent her several emails and have left numerous voicemails for her, but still receive no response! I've called back into Fidelity on various other occasions after this ordeal and have spoken with other supervisors in the Debit Card Services department by the name of XXXX, XXXX, etc. but still have received no answer as to what is need to substantiate my claim accordingly and receive a refund for the funds that were taken out of my account fraudulently. I have received false promises from Fidelity Investments and BNY Melon regarding call backs and updates, but get no such thing. I have requested proof of a signed receipt and the documents used to come to this conclusion that the claim can not be substantiated from several associates at Fidelity and BNY Melon, including XXXX ( in writing via email ) and XXXX, but have received no such facts in over 2 months. I am requesting that I receive assistance with getting the funds refunded to me that have been taken wrongly in the amount of {$520.00} on XX/XX/.

Company response to consumer: Closed with explanation