Consumer complaint received 2020-01-26
Company: BANK OF NEW YORK MELLON CORPORATION, THE
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I noticed that there was fraud on my XXXX online account- XXXX XXXX to be more specific. I had accidentally attached my XXXX debit card to that account and there were 10 transactions that were 100 % fraudulent. 
These orders were picked up at several different XXXX locations in Ohio over a 2- week period. I live in California and was not present in Ohio during these 2 weeks. 
I called both XXXX and XXXX to report the fraud. I cancelled my debit card, got a new one, and informed them about what happened. I was informed that more than 10 purchases had been blocked by XXXX. However, I was never informed about any of these. I know for a fact that they have my email because I have a XXXX portfolio that contains thousands of dollars in stocks and I receive monthly statements by email. 
Here is a list of these fraudulent purchases, dates, and order numbers : {$140.00}. XXXX XX/XX/XXXX - order number XXXX {$210.00} XX/XX/XXXX - XXXX {$170.00} XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$170.00} XXXX XXXX XXXX {$190.00} XXXX XXXX XXXX {$220.00} XXXX XXXX XXXX {$100.00} XXXX XXXX {$96.00} XXXX XXXX XXXX {$170.00} XXXX XXXX XXXX I called XXXX to report the fraud. I called back several times to hear that my fraud claim had been escalated and that I would be contacted about this fraud claim. This was in XXXX of XXXX and I have not heard back as of today, XX/XX/XXXX. 
The orders were ordered online and picked up in person at these stores in Ohio. I have no idea how these thieves were able to pick up orders without proper identification and yet this happened 10 times. 
I have spent countless hours on the phone with XXXX, also, and their policy is to never, ever connect a customer directly with the fraud department. I was repeatedly promised that I would be called back by a fraud manager and yet this has not happened. On XX/XX/XXXX I sent a letter of appeal to respond to their XX/XX/XXXX letter saying that my fraud claim had been denied though no reason was given as to why. I was contacted by a fraud manager who left a message on my cell phone on XX/XX/XXXX. I did not get this message right away, then I received the denial letter days later. I have called back multiple times but I get an answering machine and never receive a call back. I have left at least 3 messages and called XXXX about 7 times total. I have contacted XXXX 4 or 5 times total. 
During my calls with XXXX, I found out the my claim was denied because I did not call back. When I talked to XXXX they said that no one from XXXX had contacted them about this claim according to their records. XXXX customer service told me that they had denied the claim simply because I did not call back, not because they proved that this was not fraud. This is clearly fraud. 
Now no one from either XXXX or XXXX will call me back and both companies refuse to let me speak to anyone who can actually help me. 
It is XXXX 's policy to never let a customer contact a fraud manager directly and then they never call back. 
I have lost {$1600.00} and I am being treated unfairly. Please help me. 
Thank you.

Company response to consumer: Closed with explanation