Consumer complaint received 2026-07-16 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: CA

Complaint narrative:
What happened I am filing this complaint regarding Fidelitys handling of my dispute involving a XXXX XXXX transaction made on XX/XX/year>, which posted on XX/XX/year>. I paid for services that were never provided. After the recipient failed to deliver the promised services and stopped communicating, I disputed the transaction with XXXX on XX/XX/year>. Fidelity denied my dispute on XX/XX/year>, stating that the merchant had provided the services. This conclusion was not supported by the evidence I submitted. The promised services were never delivered, and I provided documentation supporting that fact. Because the denial was based on an incorrect factual determination, I requested reconsideration on XX/XX/year>. My request for reconsideration was submitted within what I understood to be the applicable timeframe. After submitting my reconsideration, I received no updates regarding the status of my case. On XX/XX/year>, I contacted Fidelity to request an update. During that call, I was informed that my request for reconsideration had already been closed. This was the first time I learned of that decision. I never received any written notice, letter, email, secure message, or telephone call informing me that my reconsideration had been decided. During that same conversation, I was informed that the reconsideration was not resolved based on the merits of my dispute. Instead, I was told that XXXX could no longer process a chargeback because more than XXXX days had passed. I was informed that this procedural deadlinenot the merits of my disputewas the basis for closing the reconsideration. I do not understand this outcome. If my request for reconsideration was submitted before the applicable deadline, I do not understand why it was not processed while it was still eligible. If Fidelity received my reconsideration request within the applicable timeframe, I do not understand why any internal processing delay should prevent my dispute from being reviewed on its merits. Instead of reviewing the factual issue that I raisedthat the services were never providedI was later told that the chargeback period had expired. I have received inconsistent and conflicting explanations throughout this process. First, my dispute was denied because Fidelity concluded that the services had been provided. Later, I was informed that my reconsideration could not proceed because the XXXX chargeback timeframe had expired. I have never received a written explanation addressing both the evidence I submitted and the procedural basis for closing my reconsideration. I still have not received a satisfactory explanation of why my timely request for reconsideration was not processed or why Fidelity concluded that the merchant had provided services despite the evidence I submitted. What I am seeking I respectfully request that Fidelity : * Explain the specific XXXX or Fidelity rule that was applied to my case. * Explain why my reconsideration request, submitted on XX/XX/year>, was not processed before the applicable deadline if it was received within the required timeframe. * Explain the evidence relied upon in determining that the merchant had provided the services. * Provide copies of any written determination, internal notes, or correspondence communicating the outcome of my reconsideration, as I never received notice that it had been been closed. * Conduct a fair review of my dispute based on the facts and the evidence rather than relying solely on an expired processing deadline if my request was submitted while it was still timely. Thank you, XXXX XXXX

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