Consumer complaint received 2018-07-27
Company: U.S. BANCORP
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Regarding Fidelity Rewards Visa Signature Card A small purchase ( {$40.00} ) was denied by card issuer on XX/XX/2018. My wife called card issuer customer service and was asked to verify her identity by answering multiple questions ( as usual, address, SSN, credit limit, etc. ) She was told that an unidentified individual had contacted the card issuer by phone on XX/XX/2018 and had made a change to the account in so far as a new personal phone number had been entered, and therefore fraud was suspected. The representative informed my wife that the card would be " blocked '' until one of the card holders could appear in a Fidelity office in person to verify the account. On XX/XX/3018, I personally appeared in the Fidelity office in our local community and in a conference call between myself, the local fidelity rep, and a credit card service company " fraud '' representative I was asked to review recent purchases. I was informed that two purchases had been made with the card on or about XX/XX/2018, one in the amount of {$990.00} which was clearly a fraudulent purchase. ( even though we had previously been told the card was " blocked '' ). The credit card rep then when on to verify account information including the " new '' personal phone number, which of course I identified as fraudulent. She stated the account would be closed as of that date and new cards with a new account number would be sent to us within two days. 
On the third day after that conversation no new credit cards had been received. I once again called customer service and the rep used tracking information to confirm that the cards had been delivered the day before. When I asked the rep to confirm the delivery address, I learned that the cards had been sent to a fraudulent address entered on the account on XX/XX/2018 at the time that the fraudulent phone number had been entered! And I would presume that the fraud complaint form was mailed to that address as well, since I have not received it at the correct address, thus alerting the " fraudster '' to the entire sequence of events! Clearly the second representative, who interviewed me in the Fidelity office, failed to verify or document all the pertinent account information ( specifically the account address ). 
Another account number and new cards were offered but after discussing the events with both the credit card fraud department and two supervisors in that department, I decided I did not want to continue as a customer and asked that the account be closed. I expect to have all fraudulent charges charged off but I do not as yet have confirmation. 
So the issue is " resolved '' but I think the errors made by two credit card representatives have put much of my personal information at risk. And the company informed me it was MY responsibility to alert my local police department to the fraud.

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 explanation