Consumer complaint received 2017-09-25
Company: Fidelity National Information Services, Inc. (FNIS)
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Hello, Please reference Case No. XXXX # XXXX. 

On Friday, XX/XX/XXXX, I received a scheduled phone call from an XXXX XXXX XXXX operations technician, XXXX XXXX ( XXXX ) XXXX. This scheduled phone call was generated by multiple customer service calls concerning account restrictions, claims of fraud and account closure starting on XX/XX/XXXX.  The customer service calls resulted in then escalated to investigative operations management concerning an unauthorized transaction at XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX. 

Before account review escalation procedure was implemented, the customer service rep. reviewed check endorsements deposits and determined a full investigation of my claim of Unauthorized transaction dispute was not done properly, and claim of fraud should be rescinded from the credit reporting accounts. 

XXXX XXXX who filed a fraud report to XXXX XXXX and XXXX, restricted all existing accounts at this bank, whereby they would not allow any deposits or withdrawals because of an " Unauthorized Transaction Dispute '' at XXXX XXXX XXXX XXXX XXXX in the amount of {$550.00}. 

THE INVESTIGATION AND SCHEDULED PHONE CALL Before my account restrictions were implemented by XXXX XXXX XXXX, a written request for the documentation used to qualify XXXX XXXX XXXX refusal to provide refund and further investigate the claim of unauthorized transaction. 

The materials sent in response to my request were as follows, ( 1 ) Copy of Merchant Receipt with Signature, ( 2 ) Letter containing the merchant response affirming signature of acceptance of charges and ( 3 ) XXXX XXXX XXXX XXXX transaction details. 

After account restrictions and closure notices were received XXXXXXXX XXXX XXXX XXXX XXXX Management were sent a letter disputing the charges and copy of their own merchant receipt they provided, also I provided a copy of my signed Passport Photo. XXXX XXXX XXXX XXXX  responded by refunding the charges and apologizing. 

XXXX XXXX XXXX representative, XXXX XXXX respond by investigation at to my whereabouts on the day in question of the charges, and why my dispute story changed from a partial dispute to a full dispute of the charges, it was unauthorized period ... ..per " XXXX Core Rules and XXXX Product and Service Rules '', and under " Card Acceptance Guildlines for XXXX Merchants ''. This is what the requirements of card providers and merchants whom accept the XXXX debit or credit cards. 

Furthermore her line of questioning was not about the the unauthorized transaction, nor the failure of her Banks ' dispute department to compare the signatures of the merchant receipt and check endorsements on file at XXXX XXXX, but more of an investigatory process to cover their legal liability in the case of their Failure of Duty of care. 

The dispute resolution process, per the Account Holders Agreement should not have exceeded 90 days, and it did - ( XX/XX/XXXX, first fax dispute form sent, XX/XX/XXXX, dispute canceled because of none receipt of fax dispute, XX/XX/XXXX refiled fax dispute til XX/XX/XXXX account closure and fraud report submitted and accusation of fraudulent activity by account holder submitted to credit reporting agencies ). 

The scheduled call resulted in wasting three weeks of my time, they never rescinded the reporting of fraud, never mentioned the unauthorized transaction was a valid dispute, never follower Account Holders agreements, never followed the XXXX Guidelines for Card holder authorization or followed through with investigation on the dispute. 

I have made a formal complaint with XXXX, and will follow with a civil action regarding the compulsive fraudulent nature of this bank and its culture of deceitful practice. 

Yours, XXXX XXXX XXXX XXXX c

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