Fidelity rewards credit card customer poor service

I requested a new card, was told it shipped on April 20th, and here we are on May 1st — nothing. No card, no expedited follow-up, no accountability. I needed this card for time-sensitive airline purchases, specifically to earn points, which is the entire value proposition of the product.

I contacted customer service multiple times. The first response: “just wait.” Today, after nearly two weeks, I pushed for an overnight replacement. The answer? They “can’t” send it until Tuesday because it’s Friday afternoon. That’s not a logistical limitation — that’s a policy failure dressed up as an excuse.

What’s more frustrating is the complete lack of ownership. No escalation path, no supervisor willing to intervene, no attempt to actually solve the problem — just scripted responses and a hard stop.

For a financial institution that markets reliability and customer service, this is unacceptable. When a customer clearly communicates urgency and a reasonable solution (overnight shipping), the response shouldn’t be “come back next week.”

If this is the level of service for something as routine as a replacement card, it raises serious concerns about how they handle more critical issues.

Anyone else run into this with Fidelity Rewards? Or is this just how they operate now?