Consumer complaint received 2026-02-18 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: BANK OF NEW YORK MELLON CORPORATION, THE
State: CO

Complaint narrative:
I like Fidelity and I hope that won't retaliate and close my account by me filing this complaint but its been months with no help fidelity uses BNY Melon to process their disputes. This is a cash management account and not a investment account so it needs to go through the CFPB not any other system.. I opened a valid dispute with XXXX XXXX last XXXX and someone namded XXXX XXXX took my case. I replied to every email they sent and called 4 times leaving voicemails. This person never returned my calls and lots of emails were not looked at due to him ignoring details of my case. He closed a dispute claiming that I didn't provide a receipt for the item. This is a lie. I have all of my emails to him that show exactly what they needed to file this claim and win in my favor. if at any time they were missing something, all they had to do was reach out or call me but they never did this. This is very poor service and unacceptable. I have reported to the bank multiple times with no help so far and claims have a time limit. I recently found out from the bank that they use outside support to handle claims so maybe this is the problem. I purchased a outdoor fountain from XXXX XXXX, it was returned for a full refund but XXXX XXXX claimed the package was damaged or items were missing in their warehouse. I submitted the exact details needed to prove it was returned including tracking and photos. I also filed a police report and had the police deail with the XXXX XXXX warehouse since this was returned in full. I filed XXXX  case and received no word from XXXX XXXX or their parent company. This case was proved beyond a reasonable doubt and that XXXX XXXX closed it stating I didn't supply a receipt is ridculous and unacceptable. This is almost XXXX dollars. I will attach all of my emails to this person as well as I have a phone log showing how many times I have called Fidelity asking for help. The very first night I called in months ago I was told someone from the disputes dept would call me back within a few days. Lie. Then every time i call in they tell me it is being worked on or a supervisor wil call. Lies. A supervisor called one time and didn't leave a direct number. It takes 40 minutes to get through and try to get someone to understand my case. I have reported this case many many times and everytime I call, the rep acts lke they have never heard of it before and I start from the beginning. I really like Fidelity but not this situation. It they outsource this dispute process, all i am asking is at this point they cover my loss and call it a day. I won't use my debit card any more for large purchases moving foreward. Less on learned I have multiple accounts with fidelity and I would like to continue with those. I hope this can be a learning experience for all involved and that XXXX XXXX receives some sort of training or such as this person has caused me a lot of stress by not doing their job properly. I will attach emails so you can see the charges and information already supplied to the dispute rep. Thank you for helping facilitate this issue with this bank. I am going to attach all documentation and attachments. Please excuse some of my emails that get a little angry but this has been going on since last XXXX and its upsetting. At this point if its too late to process the dispute, I will take a check from this bank for the full amount to make things right. Just today I received another email from the bank stating that all I need to do is send photos of the damaged fountain to them and they would refund me, which is not true. XXXX XXXX has not been helpful and that is the reason I opened the dispute and filed a police report.

Company response to consumer: Closed with explanation