IRV N.
Terrible Fraud Dispute Service and Non-Existent Communication
Company Reviewed: BNY Mellon Investment Servicing Trust Company (Card Services) Location: 103 Bellevue Parkway, Wilmington, DE 19809 I am absolutely appalled by the lack of customer service and professional responsibility from BNY Mellon's card services division. I have been a loyal customer with this bank for over a decade, but my recent experience has completely destroyed my trust in them. My credit card account (ending in 2849) was compromised. Following all the correct legal procedures, I sent multiple written communications detailing the fraudulent charges and explicitly provided the official police report number to aid their fraud department's investigation. Despite this, I have received absolutely zero updates, letters, or notifications regarding the status or results of my investigation. Trying to get an update over the phone is an exercise in futility. Every single time I call to speak with the assigned representative, it routes straight to voicemail. When I attempt to bypass this by asking to speak to a supervisor, the line is abruptly hung up on me. To ignore a victim of fraud who has provided law enforcement documentation is completely unacceptable. To treat a ten-year customer with such blatant disrespect over the phone is shameful. BNY Mellon handles investigations for Fidelity Bank customers, and anyone trusting them to protect their accounts should be deeply concerned. They are completely uncontactable when you need them most.