Consumer complaint received 2025-08-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: FIRST PORTFOLIO SERVICING INC
State: CO

Complaint narrative:
XX/XX/XXXX I got a notification my account had a request to change password. Called the company. Someone did and than used my card for apple pay amounting to XXXX I was unable to view my account. They could not get me in and said when the new card came I would be able to After account was shut down and a new card being sent someone tried to make a payment which was returned. So now there is another charge for XXXX I must pay before I can view my statements or anything. 
I received XXXX letter saying my balance was XXXX and than another dated for XXXX days later that read XXXX XXXX. Again can not get into my account. I called when the new card came they could not verify my account which had been solved on the previous call. I do not have the same number as I did when opening the card. The XXXX said she had changed it. But did not. All three times I have called ive had to get a little rude because they will say they can not do anything and no XXXX is available. This last time he straight denied a XXXX he said they dont even take phone calls and they would call me back. Which is not true they never call back. We even did the math with the charges and it is not adding up or explaing the jump from XXXX to XXXX. I did make an actual payment in the XXXX which he was really wish washy about weather I got charged for the late fee seeing as it was a late payment. But they refuse to XXXX me access unless I pay for this payment that was returned. It also needs to be noted the payment that was returned was by phone on the XXXX of XXXX when this started. For XXXX dollars. Which now has become thier reasoning why I cant see my acvount. When the original reason was due to someone changing my password so this is the third time now they have denied me access while adding on charges. We have even gone over the account used to try and make a payment and it does not match any of mine. All of which I have my actual bank statements for and corresponding letter of the acvount balance changing. But again they refuse to XXXX me access to the statements themselves and will only read to me whats on there. My problem is I know something is not right. I have never paid over the phone. They ever so sarcastically ask if I can verify things I can only see if I can get into my account. 
I can verify all my info with phone calls and they say the calls are recorded. So I can bring up dates, times, amount of time on the phone. If its true its recorded those calls can be verified about asking those verifying questions and them denying any resolution. Also denying access unless I make payment. They are actively trying to block me out of my acvount. They wont even let me pay off the card to close it unless I pay that XXXX fee to unlock. Which I dont see XXXX XXXX. They wont give me access. 
I need someone to look into this and show me my account id be more than happy to close and pay when I can see my account details in full and not be pushed around. Someone needs to investigate because XXXX sure this isn't the first time or the last they will scam someone for more money. Its predatory and they are denying you with your own account details. Nor they do billing statements. XXXX pretty sure this is fraud.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation