Consumer complaint received 2016-11-27
Company: U.S. BANCORP
State: TX
Product: Credit card
Issue: Other

Complaint:
I have a FIDELITY REWARDS SIGNATURE VISA through Fidelity XXXX XXXX. My credit card number was stolen and used to make XXXX unauthorized purchases on online at XXXX XXXX. I noticed this on XXXX/XXXX/16 when I saw the charges " pending '' on my online account at Fidelity. I reported this by telephone to my credit card company on XXXX/XXXX/16. ( My credit card is through Elan Financial Services. Elan Financial Services is affiliated with Fidelity XXXX XXXX. The " rewards '' on the Visa card are reimbursed to my Fidelity account. 

My credit card was appropriately cancelled by Elan / Fidelity and a new one was issued immediately. I was told the charges would be reversed. When I checked online a few days later, I noticed the charges were not reversed and, instead, had posted to my account. So I called to ask why. I was told that a fraud investigator was working on my case and that I would receive an affidavit in the mail to sign and confirm the charges were fraudulent. Until then, the fraudulent charges would remain on my account. 

On XXXX/XXXX/16, I received a letter ( dated XXXX/XXXX/16 ) stating that my fraud case ( # XXXX ) was closed, because " the transaction ( s ) has neither posted nor been deducted from your account. As a result of the transaction ( s ) not posting to your account, we are closing our investigation and you will not be receiving affidavits to complete and return as there is no further action to be taken. '' I looked online at Fidelity.com and found the charges still showed as posted to my credit card account. 

I called and, after multiple representatives, and asking for a manager, a manager in the billing department ( " XXXX '' ) got on the phone. He put me on hold for a while and came back saying he had talked to the fraud department. He said that a fraud investigator had not yet been assigned and that the letter I received was " computer generated, because nothing had happened on my case. '' Made no sense to me, but I told him I was assured two weeks ago someone had been assigned. He could not explain that, but did say that a fraud investigator was going to be assigned. 

Feeling suspicious now, I asked to be connected to the fraud department so I can confirm this new story. XXXX says that I wo n't get the same person, so I wo n't get the same story. Makes no sense. But I finally get a hold of the fraud department and am now I 'm told that an investigator HAS been assigned since XXXX/XXXX/16. 

The problem is that I have a letter stating that my case is closed and that the charges I denied having authorized have not been posted, but the charges ARE still posted. And I 've now been told XXXX different stories by, I 'm certain, well meaning people. But Fidelity Financial Services / Elan Financial Services have me in limbo. I file my fraud case, they " investigate '' and tell me the charges have n't posted, and my case is closed. But the charges ARE posted.

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