Consumer complaint received 2019-09-13
Company: Total Card, Inc.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
A debit card payment was made XX/XX/2019, to rectify a past due balance. The payment was well over the past due amount. Upon taking the debit card payment, representative, " XXXX '', failed to inform me there would be hold although payment made via debit card. Additionally representative stated after me asking, that funds would be available the next day, XX/XX/2019. However, that was not true. After several declined {$61.00} attempts, then finally reaching a supervisor " XXXX, '' was I then informed of the hold. Explaining the situation to supervisor " XXXX '', I requested for the call to be pulled to demonstrate representative misinforming me AND lack thereof. Hold was eventually " lifted '' Tuesday, XX/XX/2019, after ASSESSING fees elsewhere, for the same type of transaction, in the amount of {$320.00}. A difference of {$260.00} from the initial declined authorization from which original debit card payment derived. On XX/XX/2019, I spoke with supervisor, " XXXX, '' who stated did not " see '' any notation for the request of call being pulled on XX/XX/2019 for a credit of the difference. Was again informed, in order for a credit to be issued, the call would have to be pulled and reviewed. A 2nd request ws then sent to " a higher up, '' XXXX, who would be, " giving me a call back within the next business day. Spoke again with supervisor " XXXX '' on the evening of XX/XX/2019, in reference to not receiving phone call from " XXXX. '' Whereas " XXXX '' responded he would again send over, now a 3rd request for the original call to be pulled and reviewed. On XX/XX/2019, still not in receipt of returned call, spoke with supervisor, " XXXX '' who stated no action had been taken, she was forwarding yet a 4th request, and if fee and/or charges were accrued outside of this card, credit would be issued, if proven it was an error by representative, however, not before review of call. Again told the same by another supervisor on XX/XX/2019 upon status check. On XX/XX/2019, XXXX whole days after initial request, a " higher up '' XXXX finally reached out to me. She informed me she pulled and reviewed the call, to find their representative, " XXXX '' had in fact failed to inform me of the hold, prior to taking payment, as well as, relaying false information even after my credit availability inquiry. " XXXX '' went to say that I was given incorrect information as to being credited for any expenditures, and they would " coach '' the representative. I explained to her, I am XXXX and due to their representatives error I was forced to spend and extra {$320.00} of my XXXX livelihood benefits. To date taking a total loss of {$570.00} of which I have to purchase much needed medications. So not only was I lied to, mislead, mishandled, and disregarded, Im now forced to physically suffer, at the hands of their representative, AND several supervisors. I ended the conversation informing " XXXX '' I will be contacting to include, but not limited to government agencies, with my formal complaint

Company response to consumer: Closed with explanation