Consumer complaint received 2016-08-05
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: OH
Product: Credit card
Issue: Billing statement

Complaint:
I have had XXXX Fidelity Investments credit cards for a long time. Recently, out of the blue, they changed from XXXX to Visa issuing new cards than you had to individually register on a different internal FIA website, fidelityrewards.com. The Mastercards had been administered at fiacardservices.com The problem is when you registered your new card you could no longer even log on to the old site, which is where my statements are. It 's worth noting her that FIA had been using continual nags to get me to switch from paper to online statements. 

The new site does n't have any of the old statements. 

So, when I simply wanted to look at an old statement to see the date I purchased and item the statement was not available. I called the phone number on the old site and was told I could not log on to see statements and they had no information they could give me, and that I should call the number on the back of my new card. 

I do that only to be told they have no access to the old information. ( I figured it would turn into a " who me? '' kind of thing ) But they did say they could send me paper copies of my old statements. That did not solve the problem of proving today when I bought something, and I could n't be sure what month it was in any case. 

I do n't know how the law views it, I 'm sure Fidelity Investments has lot 's of high priced lawyers, but I consider Bank statements to by MY information, no THEIRS. 

I told them what they were saying was unacceptable and asked to speak to a supervisor. 30 minutes later it became obvious to me they just wanted me to hang up and go away. 

Their conversion from XXXX to Visa happened less than 2 months ago, I have one statement since the switch. Nobody warned me that as soon as I activated the new card I was going to lose access to my XXXX card statements. They did send a long-winded agreement full of legal and technical gobbledygook. I think they write them in a way that they know frustrates the reader into throwing them away, but I usually plow through as much of them as I can. I remember reading a large part if not all of what they sent me about the conversion. I do not recall anything about losing access to my old statements. 

Normally if a person gets a new card they keep and old one for a reasonable time to keep access to the old information and they are usually from different banks. In this case it was the same bank issuing a card with the same limits and rate, and it appears that activating the new card cancelled the old one. I do n't remember that in the gobbledygook terms of the new card either. 

I was about to call a TV manufacturer about a problem with a set I bought sever months ago. I know they are going to ask me when I bought it. I should have been able to have that information in my hands in 2 minutes. Now between 3 calls, long hold times and now complaining about it my day is about blown. 

These days it seem there are several phone calls that can ruin your day. A call to a bank, Credit card company, big box retailer, cell phone provider or cable company. These companies have become so big and arrogant and few that they know you ca n't just get mad and take your business elsewhere because elsewhere is a difference without a distinction. I have no real choice in Cable provider, and I know the costumer service model for cell phone providers and retailers are the same. You ca n't expect better service by going from one to another. They do n't do customer service so much as they pay lipservice to it. 

I 'm certain I 'm not the only FIA credit card holder unhappy about losing access to their information, which most people probably rely on more than I do. 

How did they get away with this?

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