Consumer complaint received 2020-02-28
Company: FIDELITY CAPITAL HOLDINGS, INC
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:
I would like to file a formal complaint against the business practices of XXXX  ( Herein known as XXXX XXXX XXXX A XXXX  Comapany ). XXXX   did  not properly conduct an investigation into the fraudulent transactions on my two stolen credit cards that were Stolen in XX/XX/2019. These cards are for a XXXX  XXXX XXXX XXXX, However XXXX  AKA XXXX XXXX, Is the processor of said cards. Originally in XX/XX/2019, I had reported these two cards as stolen to XXXX. It wasn't until XX/XX/2019, until they sent me the affidavits for the cards to be able to fill out and complete a formal investigation. I had to call back every single month until they finally agreed to send out a Fraud Affidavit. They finally closed these cards in XX/XX/2019, and Re-Issued new cards. However XXXX  went ahead and submitted to XXXX   XXXX XXXX XXXX stating that I called in to Request a pin for the card and they validated with some of the merchants that the transactions were authorized. XXXX sent me a information packet just last week. Upon reviewing their information " Package '' It shows 80 Pages of XXXX  transactions, On these pages it shows First of all a few Discrepency. The address is not the same on all of these transactions. I never received any merchandise from this merchant, and I have lived at this same address for months. So if the company is stating something was delivered it never was. Secondly, The IP Addresses DO NOT MATCH my IP Address. The Email address listed, was reported to XXXX   XXXX XXXX XXXX, as being sold from Identity Thieves on the Dark web. Found from XXXX  Identity Alerts, and Being sold to XXXX. Again, I do not use this email address. So that part, Which XXXX Requires a Email Address to Login again was not valid and not authenticated. Because this is the email that the thieves are using. The card was stolen in XXXX Texas, Which means XXXX Tx could have been one of the cities the crooks used the card in. I did report this in a timely fashion, and XXXX  Refused to actually assist or continually lied about closing the cards and never sent out affidavits. Furthermore. I do not accept these results, Because upon my own investigation and comparing my IP Address to those listed in the transactions they are not a match. Nothing has been delivered and again, Nothing was authorized. If you would like to know what my Ip Address is, I would be happy to provide such. I do not feel as if I should be obligated for the {$12000.00} that you told the institution to charge back to me, Because again I never authorized these transactions. In Fact, I have contacted XXXX myself advising of said Fraud. They advised me I would not be liable for these transactions. Lastly, XXXX  Continues to tell the credit union to keep the cards frozen. We are almost at 6 Months they have kept these cards frozen. Because a person named XXXX XXXX keeps telling them to freeze the card, Yet when I call him he tells me he can't speak about the case hes not assigned. 

I have complied with every request made from Fidelity Information Services. Originally during the original claim, XXXX XXXX had asked me on a recorded line, numerous questions which I answered with honesty. In the previous response again XXXX stated that I did not cooperate with their investigation, and that I refused to answer questions. Which again was a lie because I DID answer these questions that XXXX XXXX Asked. So again this hasn't been investigated, and this continues to be a problem without resolution.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation