Consumer complaint received 2024-04-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: U.S. BANCORP
State: TX

Complaint narrative:
Urgent Complaint : Inadequate Dispute Resolution Process for Fidelity Visa Signature Credit Card Holders I am writing to urgently bring to your attention the deeply flawed dispute resolution process provided by Fidelity Visa Signature Credit Card, which is causing significant distress and inconvenience to consumers like myself. I implore your immediate intervention to rectify this matter. 

As a consumer who places high value on efficient and accessible financial services, I am appalled by the hurdles encountered when attempting to dispute transactions through Fidelity 's platform. Instead of offering a streamlined digital solution, I was directed to telephone customer service via the company 's website and app. This antiquated approach poses insurmountable challenges, particularly when I am traveling overseas. The toll-free number 's inaccessibility from international locations, compounded by time zone differences, renders it nearly impossible to address suspicious charges promptly. 

Furthermore, upon initiating the dispute process via phone, I was astonished to learn that Fidelity Visa Signature Credit Card requires mailing a form to my U.S. address for completion at my own expense. Not only does this archaic method incur additional costs for consumers, but it also introduces unnecessary delays in resolving disputes. As an international customer, this process imposes further financial burdens and logistical challenges associated with international shipping. 

In an era where contactless transactions and digital communications have become the standard, Fidelity 's failure to provide alternative dispute resolution channels is unacceptable. It is imperative that clients have the ability to forward merchant emails, attach screenshots, and submit documentation electronically through a designated website, app, or email address for dispute resolution purposes. 

I urge your agency to conduct a thorough investigation into Fidelity Visa Signature Credit Card 's dispute resolution practices and compel the company to adopt modern and accessible mechanisms that align with the expectations of consumers in today 's digital age. It is evident that Fidelity 's current approach deliberately obstructs clients ' access to financial services, potentially leading to financial harm and exploitation.

Thank you for your prompt attention to this urgent matter. I trust in your agency 's commitment to ensuring fair and effective dispute resolution practices for all Fidelity Visa Signature Credit Card holders. 

Sincerely, XXXX XXXX. It is crucial to recognize that Fidelity Visa Signature 's choice of dispute resolution method appears intentional, aimed at delaying and denying financial services to their clients. Such behavior must not go unchecked.

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 non-monetary relief