Consumer complaint received 2026-04-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: BANK OF NEW YORK MELLON CORPORATION, THE
State: IL

Complaint narrative:
Failure to Provide Basis for Denial of Unauthorized Transactions and Failure to Respond to Customer Follow-Up ( Regulation E ) I am submitting this complaint regarding the handling of an unauthorized transaction claim associated with my Fidelity Visa debit card, processed and investigated by BNY Mellon . I originally reported unauthorized transactions on XX/XX/XXXX2025 through XXXX official fraud reporting channel. As the account holder, XXXX is my financial institution, and I followed the proper procedure to report unauthorized activity. On XXXX XXXX, 2026, I received a denial letter from BNY Mellon stating only that : BNY Mellon has determined that these charge ( s ) are valid. The letter provided no explanation, no supporting evidence, and no description of the investigation, including : No transaction authentication method ( e.g., XXXX Pay, card-present, manual entry ) No device, IP, or authorization data No explanation of how the determination of valid was reached The letter further stated I could request documentation used in the investigation. Immediately upon receiving this letter, I called the number provided and left a voicemail requesting additional information regarding the basis of the denial. I never received a return call. As a result : I was never provided the basis of the determination I was never given an opportunity to understand or challenge the findings My follow-up attempt was completely ignored I subsequently filed a complaint with the Consumer Financial Protection Bureau directed toward XXXX Investments XXXX which was forwarded to FINRA. In response, XXXX stated that BNY Mellon is responsible for debit card investigations and relied entirely on BNY Mellons denial, again without providing any explanation or supporting evidence. This creates a situation where : BNY Mellon denies the claim without explanation XXXX defers entirely to BNY Mellon Neither party provides the required basis for the decision Additionally, I have since discovered that my accounts associated with the merchants involved were compromised, and I was locked out of those accounts during the timeframe in which the disputed transactions occurred. This raises further concerns that the investigation failed to properly consider account takeover and unauthorized access. Under Regulation E, financial institutions are required to : Conduct a reasonable investigation Provide the results and the basis for those results Allow consumers a meaningful opportunity to request and review supporting documentation BNY Mellon failed to meet these obligations by : 1. Providing only a conclusory denial with no explanation 2. Failing to respond to my direct request for additional information 3. Failing to provide documentation supporting their determination 4. Potentially failing to consider relevant facts regarding account compromise Requested Resolution : Immediate reopening of the previously denied claim Full disclosure of the investigation findings, including the specific evidence used to determine authorization Reconsideration of the claim based on all available facts, including account compromise Issuance of provisional or permanent credit for the disputed transactions I have made good-faith efforts to resolve this matter directly and was ignored. I am requesting regulatory review of this handling and a proper resolution.

Company response to consumer: Closed with explanation