ComplaintsforFidelity Payment Services
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Complaint Details
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Initial Complaint
07/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I called PCI compliance line to get assistance. However, ******'s demeanor was dismissive, condescending, and extremely disrespectful. He consistently interrupted me, preventing me from fully explaining my concerns or completing my questions. Instead of providing the necessary support, he displayed a complete lack of regard for my needs as a customer.Furthermore, ******'s volume and tone of speech were unnecessarily loud and aggressive. I was forced to keep the phone at a distance from my ear for a significant portion of the call due to his overpowering manner. I remained calm, professional, and focused on the matter at hand, but I was deeply disturbed by the unprofessionalism exhibited during our conversation.What troubled me even further was the subsequent lack of support I encountered when attempting to escalate the issue. After requesting to speak with a manager to lodge a formal complaint, I was directed to a voicemail, but unfortunately, no return call was received. In my efforts to seek alternative avenues for assistance, I contacted my sales manager, who was also unreachable.As a last resort, I engaged in an online chat with *****, who advised me to call a different number. To my disbelief, it was ****** who answered the call once again, this time shouting at an alarming volume. This behavior left me questioning whether this treatment was based on racism or simply ******'s general rudeness. Regardless of the underlying reason, it was a wholly unacceptable manner in which to address a customer.I implore you to investigate this matter thoroughly and take appropriate action to rectify this situation. It is vital that I have the opportunity to communicate with a knowledgeable representative who can provide accurate information and guidance regarding the compliance steps my company needs to undertake. It is my belief that ******************* have been deliberately providing me with false information in an attempt to hasten the conclusion of our conversation.Customer response
07/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
05/20/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On April 10, 2021, I made a charitable donation to an orphanage through PayWise (also known as Wise), transaction Reference Number ************************ Fidelity considered the transaction as a cash withdrawal but I did not withdraw any cash. Fidelity charged me $20 for the "cash" considered transaction and issued two separate months of interest for this fee, despite my payment in full for all card transactions every two weeks. I contacted Wise costumer service to inquire why they did not publish this issue for customers and they provided the following response; " Wise should be categorised as MCC **** or **** (Financial institutions). We are a fully online company which does not deal with cash, therefore cash advance fee shouldn't be applied. To the best of our knowledge, we are not forwarding your bank a categorization which would lead them to think we deal with cash (but rather an online purchase)." I am requesting for Fidelity to adjust the transaction and reverse the fees.Business response
05/21/2021
I was in contact with the cardholder, ******** ******, this morning in response to this complaint. The transaction that *** ****** was reporting a complaint on is associated with his Fidelity Investments Credit Card. Fidelity Investments is not related to Fidelity Payment Services in anyway, and Fidelity Payment Services is not a credit card issuer. This complaint should be posted on the Fidelity Investments BBB profile - ************************************************************************************.
I am providing this information to *** ******, and have asked him to rescind his complaint against Fidelity Payment Services, which he has agreed to.
Thank you,
Andy G********
Customer response
05/21/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
******** ******
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Contact Information
141 Flushing Ave Ste 501
Brooklyn, NY 11205-1338
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.