Consumer complaint received 2021-09-18
Company: BANK OF NEW YORK MELLON CORPORATION, THE
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
1. On XXXX, I was admitted to the hospital for XXXX and respiratory distress. I was discharged XX/XX/XXXX. 
2. On XX/XX/XXXX, I was readmitted to the hospital for XXXX and XXXX XXXX as a result of the damage XXXX caused to my XXXX. I was discharged on XXXX. 
3. On XXXX, XXXX XXXX was notified of fraudulent and unauthorized transactions via phone. I was informed a representative would reach out for additional information. I requested contact via email to arrange time to speak. 
4. XX/XX/XXXX, I had not heard from a representative and followed up with BNY Mellon regarding the aforementioned fraudulent activity. 
5. XX/XX/XXXX, I made a 2nd follow up regarding the fraudulent/unauthorized transactions. I was told an agent had attempted to reach me via phone twice. BNY Mellon representative could not provide a direct number for the fraud department, so she submitted a request for the fraud department to call me again. I indicated if they could not reach me, then to send an email to arrange a time speak. 
6. XX/XX/XXXX, per the card holder agreement, I submitted the fraudulent activity to BNY Mellon in writing with all unauthorized transaction highlighted. BNY Mellon received the documents XX/XX/XXXX ( see attached letter and proof of mailing ). 
7. XX/XX/XXXX, per the card holder agreement, I resubmitted the fraudulent activity to BNY Mellon in writing with all unauthorized transaction highlighted. The letter provided my email as a form of contact, so we could setup a time to speak. ( see attached letter and proof of mailing ). 
8. XX/XX/XXXX, I received a letter from BNY Mellon dated XX/XX/XXXX indicating they could not reach me via phone and therefore closed my case. The letter provided the agents phone number. ( see attached letter ). 
9. XX/XX/XXXX, I called the agents number listed on the letter received 7 times and left numerous voicemails. I also called the BNY Mellon number listed on terms of agreement and requested fraud claim be reopened and for another call back. I then researched other corporate numbers for BNY Mellon and made numerous calls to regarding this fraud. See phone records attached. 
10. XX/XX/XXXX, increasingly frustrated I could not get in touch with a fraud representative, I sent a letter regarding the fraudulent/unauthorized activity and demanded an investigation. This letter was sent to the address indicated in the terms and agreement. The letter detailed my numerous attempts to reach out. ( See attached FedEx label/Receipt ) 11. XX/XX/XXXX, I also sent a copy of letter mentioned above to the return address on the letter received XX/XX/XXXX. 
12. XXXX, I was readmitted to the hospital to due to continued respiratory distress and other issues stemming from Covid-19. I have been in and out the hospital numerous times since and continue to struggle with breathing/everyday activity. 

In conclusion, I went above and beyond to speak with a representative and resolve these claims. All necessary documentation was submitted in writing numerous times with various ways to reach me. At no point was a proper investigation conducted, which is in violation of federal law.

Company response to consumer: Closed with explanation