Consumer complaint received 2020-01-30
Company: Fidelity National Information Services, Inc. (FNIS)
State: TX
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:
Fidelity did not provide resolution to my claim. There has been fraudulent charges on my two credit card accounts with XXXX. XXXX AKA XXXX, has advised they " Claim '' they have confirmed the validity of the charges from the merchants during their investigation and claim they were able to confirm this from merchant documentation of cash advances. There was no merchant documentation, I never claimed a pin for these cards was never sent a pin. XXXX was notified on XX/XX/2019 That the cards were lost or stolen, There was a Fraud Affidavit sent in, and one of the Merchants " XXXX XXXX '' Sent credits / reversals accepting liability for the fraud. Which XXXX/ XXXX confirmed as well. In their latest response, XXXX states that " I refused to answer further questions or file a police report '' Which again is a lie, XXXX never returns my calls. They refuse to assist and I was demanded to speak to " XXXX XXXX '' ( Fraud Supervisor ), Yet he lied to me telling me he was going to " Get me '' These are not valid charges, I have substantial proof that these charges were performed fraudulently, Again I do not have an XXXX Account, I do not have a XXXX  Account, and I do not have a Favor Account, I do not have a XXXX account. There is not a way to make Cash Advances if you never request a pin. Never Received a Pin. XXXX was notified in XX/XX/2019, and XXXX says they sent out an affidavit In XXXX, and says they closed the account, They didn't close the card down and didn't take the fraud seriously, and continued to let the cards be used fraudulently, After being reported, XXXX never once called me to further assist with the issue, and never sent an affidavit I had to call several times in a row different months to finally get the affidavit sent and they still didn't send one. The response from XXXX is " During our investigation on behalf XXXX, we confirmed validity of the charges through the merchants that includes supportive evidence the transactions were authorized by Mr. XXXX. He declined to answer further questions about the charges and declined our request for a police report, a standard request for allegations of fraud. The case is considered pending further investigation by our client, XXXX XXXX XXXX, to determine next steps. '' Which again is accusations, because I never refused to answer further questions, I answered all the questions their supervisor asked me. His name is XXXX XXXX, and the calls are recorded please do go back and listen. Furthermore I have not received any documentation on this case. The merchants already agreed to refund the fraudulent charges, as I have been reaching out to the merchants myself. The FTC Affidavit that I have attached to the previous complaint and this complaint, Clearly are signed under penalty of perjury. This is a Legal Binding Identity Theft Affidavit, as Stated. No documentation has been provided from XXXX XXXX, They refuse to talk to me when I call, and won't provide any Details. The charges are not valid, that's why I got XXXX to give me Credit Reference ID 's for the Fraudulent charges they refunded. 

Again, XXXX has not researched this issue, and I do not find this resolved. The FTC Document doesn't have to be notarized it is a Legal Document Signed. This goes to the local police department as well. Again alot of accusations. Secondly the email address XXXX, Was found on the darkweb from XXXX  stating the email is being sold by identity thieves, This is what the accounts were used to register with that was hacked, after my wallet was stolen. XXXX needs to actually conduct an investigation instead of providing false information. Nothing has been investigated and this is not resolved. I do not owe fraudulent charges.

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