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We've been a Fidelity Rewards credit card customers for many years and had a solid relationship with the former card issuer, FIA Card Services. In July 2016, Fidelity switched issuers to Elan Financial Services - a new card was issued (Visa, vs the original Mastercard) and we continued charging a significant amount to this card and paying the balance in full each month.

Until today. Our monthly bill was due on the 22nd, and due to an oversight on my part, it was paid in full, online, of the 23rd - 1 day late. Today, 3/24, Elan disabled charge privileges on the card. I found out when my credit card was declined at a restaurant.

I used an alternate form of payment, and contacted Elan later in the day to report an issue with the card, never thinking that it was intentionally disabled over an hours-late payment. Elan customer service indicated they had intentionally disabled the card. Furthermore, I was told that although they could see that I had made a payment the day prior, it was classified as "pending" and would not post to the account for another 1-2 days. I explained that this was very inconvenient - that my wife is currently travelling and would require use of this card while she is away.

I reviewed my longstanding relationship with both Elan and the prior issuer, citing the many thousands of dollars in charges that are paid in full each month. They wouldn't budge - informing me that the card would be re-enabled when they were finished processing the monthly payment I had made. While I'm on the phone with their unempowered and apathetic customer service agent, I receive a text from my wife - was something up with the credit card? It was just declined at a restaurant when she attempted to pay the tab for a group she had taken out.

Luckily she had enough cash to pay the tab. Elan would still not budge. My wife is now stranded on a trip without a credit card. If you are looking for a company that values your business, and a banking partner who has your back - look elsewhere.

Elan is not that company. I will be retiring my Fidelity Rewards card in favor of a card which pays a lesser cash-back reward, but values my business and won't leave my family in the lurch.

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

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Guest

my thoughts exactly stated, Fidelity knows about this and cares nothing about what the change from FIA to Elan has done to their customers

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