Consumer complaint received 2019-12-19
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:
In XX/XX/2019 my wallet was stolen, I have already notified the company at that time XXXX XXXX XXXX XXXX, Who is the issuer of the card. However when I notified them that the cards were being used fraudulently, they told me to contact XXXX ( XXXX ) I did so and XXXX told me they would send out an affidavit of fraud in 7-10 business days, and they would replace both cards. At that time I waited the 7-10 Business days nothing showed up. After that I called back to this XXXX company and the credit union again. I was notified by XXXX  XXXX  at that time they didn't actually replace the cards they only put a temporary block on one, and the other card they just didn't send out. They told me they would issue these and send the affidavit again. A month went by and nothing showed up, So I called again, The Fraud Continued to roll in on the card which the credit union was also aware of. XXXX did nothing about this and told me they would issue the cards again and transferred me to the fraud department, when the fraud department got my call they advised me they see only one card was temporarily blocked and that the other was never marked fraud. Nor were any affidavits sent out, they advised me that their customer service department must have marked it incorrectly and apologized. They said they would send out the affidavits again. Still nothing came a month later, contacted both my credit union again and this XXXX XXXX  company. My Credit union said they do not deal with Credit cards, or credit card fraud that this is all handled by this world pay company. When I called back again this month they FINALLY Yes you read that right, Just now issued out cards BECAUSE MY CREDIT UNION SENT THEM. MY Credit union also had to send out the affidavits which I submitted. XXXX XXXX confirmed they received these and issued provisional credits on one card. However they did not issue it on the other card and both were received. I call back every single day, and I was told this time when I called back I spoke to a Fraud Supervisor " XXXX XXXX '' I was told by this XXXX XXXX that he would go ahead and submit for the provisional credits on the other card to be issued and to wait 24 hours, He also put notes in stating that if I ever call back in ALL CALLS are directed to him only. Which he didn't advise me of. He then asks me numerous questions about the Cash Advances, Which I never performed because again I never requested a Pin for the Cards either. He then tells me that he will be pulling the ATM Tapes and that He will " Get me '' I told him to go ahead. He also then called XXXX XXXX XXXX XXXX, and advised them to freeze both of my cards. He told them I am a " risk '' Even though I have been notifying them months and months and nothing was done. Again Accusatory. He now still has my cards frozen, He told me that He has to investigate and cant give me a time frame. So I can't use my cards because it's alot of fraud and that I am a risk. My Credit Union tells me to call this XXXX XXXX company everytime, This guy lies from day to day. He tells me one thing and tells the credit union another, He won't let me speak to his manager. He isn't resolving the fraud, and He threatens me. He tells me consistently I can't speak to anyone but him now. He told my Credit union to direct all my calls to him. He then Tells me I need to send him my Affidavit of Identity theft, and I need to file a report with the Police. I do not have to do anything, He is trying to be accusatory. I Don't like his tone and he lied to me on numerous calls, First he says he sees I never called in when I have and I save my call records, Then he lies and says I called in and requested a pin. Which I know for fact I never have. In addition to that he says he's going to pull the ATM Tapes, and find out who really did the advances. I told him to go ahead. I never applied for these in branch, and I never submitted any ID when I applied for the cards. Therefore again my Credit Union is telling me to contact this company yet, they are causing further issues. He had the Credit union lock my accounts because I am a victim of identity theft and fraud. That is actually redicules. I want his supervisor to contact me.

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