Consumer complaint received 2023-11-29
Company: U.S. BANCORP
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I submitted complaint XXXX on XX/XX/2023 ( attached ). Fidelity responded on XX/XX/2023 ( attached ). 

In their response Fidelity claims : " Our subsequent review of your claim has revealed the claim was not handled correctly. '' And then asks I provide further information and that : " As soon as the requested information is received, a provisional credit will be issued for that amount and final resolution letters will be sent. '' I responded with the necessary information within XXXX hours ( attached ). However, Fidelity has failed to respond once again. No credit has been issued and no letters have been sent. 

I am now being charged a late fee for failing to pay my credit card bill. However, payment is impossible because the disputed charge remains on my bill. After 10+ years of paying my credit card with fidelity on time, I will have my first late payment due to their inability to handle this dispute properly. There will also be negative credit reporting due to late payment, which means I am paying for Fidelity 's mistakes with my time, money, and credit score. 

Fidelity claims in their response to my previous complaint that they attempted to call me 3x on XX/XX/2023 and XX/XX/2023. However, I have no record of these calls happening three consecutive times. They also claim they could not leave a voicemail. Oddly, several business and personal voicemails have been left during the time span of the supposed calls. I believe these calls did not happen, as the facts do not support it and Fidelity now has a history of failing to communicate with me on matters with this dispute. As they admit in their own response. 

I have attempted to resolve this issue with Fidelity since XX/XX/2023. It has costed me 50+ hours of time, 30-40 calls, and several faxes. The time is invaluable and the calls and faxes have now accrued significant personal cost to me, as I have to pay for each one. 

Fidelity 's behavior on this matter is appalling. They have miscommunicated, misled, and mistreated me during the whole process. I am going to write a 2nd complaint on the same issue, because it is the only way I can get any response out of them and they continue to make false promises and not follow through. 

In order to resolve the dispute I firmly ask that : ( 1 ) A credit for {$2500.00} is immediately issued to my credit card. This amount represents the total disputed amount minus {$130.00} that was previously credit to me. The cost of moving XXXX, booking new ones, throwing away food, changing flights, changing my travel plans, and losing several days does not begin to be covered by this credit. The cost of the XXXX I had to leave due to an illegal invasion of privacy and safety by the host is far higher than my refund. The service was not only not what I paid for, it had significant financial cost to me to fix it. 

( 2 ) I be reimbursed for my time, fees, and communication costs. A 10,000 point gesture is nice, but meaningless when I continue to accrue late fees because Fidelity does not do what it says it will. I have lost significantly more money on this matter than I should have because of Fidelity 's inability to handle it properly. 

( 3 ) Any negative credit reporting for late payment be reversed. I should not be penalized for Fidelity 's mistakes. 

( 4 ) A detailed explanation of why I am being treated this way. I have been a customer with Fidelity for 10+ years, since my first job. I have followed all Fidelity rules, communicate properly, and provided all information asked in a timely and organized manner. Even when I had to call for the 20th time I treated all employees with respect and patience. I have never been angry, unreasonable, or untruthful during this process. Yet, Fidelity lies to me, treats me badly, and does not handle my issue fairly. It has cost me so much time, money, and stress you can not begin to imagine.

( 5 ) Due to Fidelity 's untruthfulness, inability to communicate, and growing cost to me to resolve this, I request all communication be done on CFPB or Fax. I can not trust Fidelity and need written communication from here on out in case this needs to escalated further. I have already told Fidelity numerous times I can not communicate with Mail and they clearly can not communicate over the phone despite my attempts. Since Fidelity refuses to email me, my fax number is XXXX. 

Respectfully, XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief