Consumer complaint received 2021-06-16
Company: U.S. BANCORP
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:
Please see the attached letter to Fidelity 's fraud department following their denial of my dispute. I followed up again with calls again with no response and then closed the account last month. I have only paid for correct charges and I have never received a response to my letter. 

XX/XX/2021 Cardmember Services XXXX XXXX  XXXX XXXX, North Dakota XXXX XXXX : Fraudulent Activity on Card # XXXX XXXX XXXX XXXX Dear Sirs : I am writing you to appeal a decision by your Fraud Prevention department to reverse charges on my account referenced above. 

First, I have been a cardholder in good standing for over 20 years, and if you look at my history, I have rarely reported a fraudulent claim. 

For the last 9 years, I have used this card for business purposes for my XXXX XXXX XXXX and rarely had an issue. I have the number set up for my office manager to use the card for business purposes for services rendered and she has access to the number for that purpose. The account is reconciled and paid in full on a monthly basis. 

The following are the series of events : XXXX XXXX I phoned cardmember services to inquire why the recent charge and been blocked and why I had not received the replacement card. 
The service rep unblocked the card and informed me that I should receive the replacement card by the end of the month, although the card expired in XX/XX/XXXX. 
On XXXX after I paid the balance on my account of {$19000.00}, by office manager brought it to my attention that we had not received the new card AND that there was some unverified activity on the account. 
I phoned cardmember services again and was told this time, that the card was received and authorized by someone claiming to be me on XX/XX/XXXX! I informed cardmember services that I did not receive the card and did not authorize these charges. Charges were reversed. 
The card was cancelled that same day and I put a fraud alert in my credit report. 
On XX/XX/XXXX, I received a letter from your XXXX XXXX stating that all of the fraud charges were determined to be authorized during this period and the charges were reinstated on my account. The letter was dated XX/XX/XXXX, so there was a delay in opening, but when I called that week, XXXX insinuated that I was lying and refused to reverse the charges again. 
A few days later, I received a call from XXXX supervisor and I explained that the card was stolen and that I did not authorize any of the charges in XXXX e-mail, except the one for XXXX, which is a monthly charge that is set up for automatic payment. She again insinuated that since I authorized the charge ( although I explained it was not me ), they would not reverse the charges. 

I am appalled at how Fidelity is treating me over what is clearly identity theft and a stolen card, after over 20 years as a customer. 
If you look at the history of this account, these charges are not my usual activity, and I have seldom disputed a charge in over 20 years, while remaining in good standing. 

I have filed a Police report with the XXXX XXXX  XXXX for identity theft and I am insisting that Fidelity reverse these charges and pursue the fraudulent charges as I reported. I have attached the letter from XXXX as well as the Police report # XXXX filed on XX/XX/2021. 

Around this same time, my storage with some business files was broken into and I someone tried to cash a counterfeit check at my bank account. 

I can be reached at XXXX, and I would like an immediate resolution to this matter. 

I intend to close my accounts with Fidelity over your mishandling of this matter.

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