Consumer complaint received 2024-10-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Delay in processing application
Company: FIRST PORTFOLIO SERVICING INC
State: SC

Complaint narrative:
Subject : Complaint Regarding Total Visa Credit Card Application Process. 

To Whom It May Concern, I am writing to file a formal complaint regarding the application process for the Total Visa credit card. Below are the details of my experience : Date of XXXX : XX/XX/year> Details of the Incident : XX/XX/year>. 

1. Application Submission : I submitted an application for the Total Visa credit card on XXXX XXXX. Following the submission, I was asked to provide additional documentation to verify my identity, including my ID, bank statements, and utility bills. 

2. Status Check : After submitting my application, I attempted to check the status online but was unable to do so as I did not have an application ID. Consequently, I called customer service and spoke with a representative named XXXX. 

XXXX. Customer Service Interaction : During my call with XXXX, I provided my Social Security number for verification. However, XXXX informed me that she could not locate my application. Instead, she mentioned seeing information from a collection agency, which was unrelated to my application. 

4. Supervisor Interaction : I requested to speak with a supervisor multiple times. XXXX kept returning without connecting me to a supervisor. Eventually, she connected me to a supervisor who refused to provide my application ID, stating that my application was under review. This refusal raised my suspicions and concerns about the transparency and integrity of the process. 

XXXX. Request for Application ID : I specifically requested the application ID to facilitate easier status checks and communication when calling in. Despite this, both XXXX and the supervisor refused to provide the application ID. XXXX had initially asked for the application ID to look up my application, which I did not have because it was not provided to me in any correspondence. This refusal further complicated my ability to follow up on my application status. 

XXXX. Request to Withdraw Application : Due to the lack of transparency and the refusal to provide my application ID, I expressed my desire to withdraw my application. The supervisor did not address my concerns adequately, further eroding my trust in the process. 

Additional Concerns : I am particularly concerned about the potential sharing of my personal information with a collection agency. I do not want Total Visa to share any information related to my application with any collection agency. Given that I submitted sensitive documents such as my bank statements, ID, and proof of residence, I am worried that this could lead to the collection agency discovering my new address, which they are currently unaware of. 

**Desired Resolution : ** I request the following actions to resolve this issue : - A thorough investigation into the handling of my application and the conduct of the customer service representatives involved. 
- Clear communication regarding the status of my application and the provision of an application ID. 
- Assurance that my personal information is secure and has not been mishandled. 
- Confirmation that no information related to my application will be shared with any collection agency. 

I appreciate your prompt attention to this matter and look forward to your response. 

Sincerely, [ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX-

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation