Consumer complaint received 2023-12-02
Company: FIRST PORTFOLIO SERVICING INC
State: GA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I spoke with supervisor- XXXX on XX/XX/XXXX in regards to a unknown credit card balance. I have been trying to log into my account for several months before the above date but kept receiving an error message when I would attempt to log in with user/email and password, I tried to reset my password but I would never receive the password change request email after making several attempts to reset it. I I was no longer using the credit card so I wanted to close it before I was charged any ( annual ) fees. So on the same day I tried once again to log on and after getting the same result I decided to contact your customer service dept. 
I spoke with a supervisor, XXXX XXXX and he explained my account was past due and over 120 days past due and I asked how is that possible when the card has not been used and I asked why was I not notified of this and was told that I had been notified several times. I asked in what form and he said by phone calls and emails. I then asked what info is on file and he gave me phone #, email and address that did not belong to me or anyone I knew. I was absolutely floor 'd because I couldn't understand how was someone able to get access to my account when I was in possession of the physical card. He informed me that all my personal information had been changed in XXXX though your website .... and I was never notified of these changes. I should have received an email confirming these changes but nothing and what was even worse, I asked XXXX can I make changes back to my correct information he informed me I would need to get validated that I am the owner of the account ... ..WOW!! Where was that kind of security when I needed it? XXXX said because it was done on your website, as if that made me feel better. 

I am a responsible adult that works hard at maintaining a good XXXX XXXX ; however in XXXX of XXXX I suffered a serious car accident that left me severally injured and in turn left me out of work where I eventually was terminated because I was unable to return back to work any time soon. During that time I suffered financially which hurt my credit pretty bad. After sometime I was able to start back making payments and I was able to settle on some of the account balances for a lower amount. Not what I wanted to do at all because that only added to my credit problems but its what I had to do to start turning this around. 

I asked your representative how does this get resolved and he explained I would need to pay it in full. 

Had I know at any point and time I had a balance I would have paid it the first month it because again my intentions were to close this account and work on bringing up my credit score, this was the last thing I needed or expected. The company has a duty to me to keep my account info safe and to inform me of any changes made to prevent fraud. 

As of XX/XX/XXXX XXXX XXXX reported this account as a CHARGE-OFF so now I have a brand new mark on my report due to my account being compromised. I hope we can reach some type of agreement that can be beneficial to me as well as your company.

Company response to consumer: Closed with explanation