Consumer complaint received 2018-09-29
Company: Total Card, Inc.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Complaint against XXXX XXXX XXXX Credit Card XXXX I was approved for a {$200.00} credit limit increase. I received an email congratulating me on my approved increase and that my credit limit went from {$300.00} to {$500.00}. The email also stated that the increase was available for me to use immediately. Before the increase took place i had approximately {$23.00} in available credit. 

XX/XX/2018-called the customer service number on the back of my credit card because when i went to use my credit card it was declined. I called twice because the first call was disconnected. After 10 minutes waiting for an answer as to why my credit card was declined, I was told that the problem was a system error and that it should be resolved in 2-3 days. I was told to call back if I couldn't use my credit card after 3 days. 

I have called the customer service department 23 times since XX/XX/2018 to find out why my credit card couldn't be used. I called back and was told the issue with my credit card hasn't been resolved and that i would be contacted once it was. On XX/XX/2018 I was told, in this order, the reasons why my credit card couldn't be used : - I sent a payment through my checking account that was returned because of insufficient funds. This transaction posted on XX/XX/2018 and the amount was {$170.00}. As soon as i found out my check didn't clear, through my bank, I made a debit card payment for {$110.00} that posted on XX/XX/2018. I also made a payment of {$120.00} that posted on XX/XX/2018. I was told that I had to make a payment in order to resolve the returned check payment in order for my account to be accessed. Until I made a payment, my credit card was going to be blocked. I let them know of the payment i made for {$110.00} but I was told since that payment posted before the returned check posted, that payment of {$110.00} didn't count because it posted 1 day before the returned check payment posted. I asked where i could find this information in their policies and procedures letter and I was told to hold. I was on hold for over 10 minutes and was running late returning from my lunch break at work so I had to hang up. I called back after work to speak to a supervisor and when we spoke she told me that as soon as i made a payment to my account the block or hold would be released. She said that until then she couldn't release access to my funds on my credit card. I asked her why it took so long to investigate my account and why I received an email from the company she works for stating immediate access to my funds. I asked her which was the truth because I've read every single sentence of their policies and procedures and every document i could access and no where does it state in her companies documents that this is a company policy. Every time I called I was lied to by a customer service representative and it's been stressful to say the least. I can't believe the company she works for rewards me with an increase to my credit line but she wanted to punish me for it. I submitted a payment of {$80.00} by phone on XX/XX/2018 and was told the hold would be released. On XX/XX/2018 I called because I went to pay with my credit card and my card was declined. I was told the payment hasn't posted to my account yet but once it does then the hold would be released. On XX/XX/2018 I saw the payment posted so I tried to use my card and my card declined. I called back and after being on hold for almost 15 minutes, I was told that the payment has to be equal to or more than the payment that was returned for {$170.00} in order for the hold to be released. 
I asked her name and her supervisors name and then I hung up. 
Her name was XXXX and she told me her supervisors name was XXXX but he wasn't working today. I told her I spoke to a female supervisor last time and she didn't know who i was referring to. 
I am very upset about this because I have never been treated like this. I have no idea why I have been lied to 11 times by the representatives for my credit card company but it feels like discrimination! There is no reason in this world for anyone to have to lie to me. If you follow your companies policies than you do the job your hired to do and you help people that are begging for help. Like I am! I really tried everything i can do, I know once i make another payment for the amount they say i need to pay now, nothing will happen and I will be lied to again! Please help! I just want access to my credit card. I've been struggling and have worked on building my credit back up since being laid off 5 years ago. This was the first reward I received since I started working again and trying to rebuild my credit. 
Thank you. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation