Consumer complaint received 2025-07-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: FIRST PORTFOLIO SERVICING INC
State: CA

Complaint narrative:
I am formally rejecting the response submitted by Total Visa dated XX/XX/year>. The response is factually inaccurate, legally insufficient, and confirms that Total Visa failed to comply with federal law governing billing disputes and credit reporting. Their reply contains multiple admissions that directly support my original complaint and further demonstrate willful violations of the Fair Credit Billing Act ( FCBA ), Regulation Z, and the Fair Credit Reporting Act ( FCRA ).

First, Total Visa claims to have denied my dispute on XX/XX/year>, and that a determination letter was mailed to me at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I never received this letter. More importantly, I have now requested documentation from this alleged investigationincluding the denial notice and any supporting materialsmultiple times both verbally and in writing, including in my billing dispute submission and in my XX/XX/year> pre-arbitration letter. To date, Total Visa has failed to provide any evidence of the investigations outcome, in direct violation of 12 C.F.R. 1026.13 ( a ) ( 3 ) ( ii ), which requires written notification and documentation upon request. I am once again formally demanding that Total Visa produce a copy of the alleged XX/XX/year> determination letter, along with all internal notes, merchant communications, dispute logs, and materials used to conclude the investigation. 
Second, Total Visa admits that its representatives misinformed me about the status of my dispute. The company stated in its response that our review of the account reflects agents you spoke to in XXXXXXXX XXXX XXXX  until XX/XX/year>, failed to recognize the billing dispute case was completed and a letter was sent to you. This is a clear admission that I was misled for over a month after the alleged denial. I spoke with agents on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, all of whom confirmed the dispute was still open and under investigation. Several of these calls were recorded. This misrepresentation deprived me of my legal right to rebut the dispute determination, and therefore the investigation can not be considered valid under 12 C.F.R. 1026.13 ( f ). A dispute can not be closed in secret while customers are still being told the matter is under review.

Third, Total Visas stated reason for denying the dispute is irrelevant and legally flawed. The company claims the charges were for cash that successfully were paid. However, the central issue was whether I authorized those transactionsnot whether cash was dispensed. The merchant name listed was XXXX XXXX XXXX, which I identified as unauthorized from the outset. Total Visa has failed to show that any investigation into the origin of those charges occurred at all. Again, no documentation has been provided despite repeated requests, in violation of Regulation Z.

Fourth, Total Visa asserts that I failed to make the required minimum payments during the dispute period. This is misleading. I paid off the portion of the balance I acknowledged and authorized. I stopped making payments only after confirming with Total Visa agents that the remaining balance was still under investigation. I was repeatedly told not to worry and to wait for resolution. As their own letter confirms, they failed to inform me of the denial, and therefore I had no reason to believe I owed anything beyond what I had already paid. Under both Regulation Z and the Total Visa cardholder agreement, payments are only required on amounts not in disputeand that was the basis for my decision to pause payments. 
Also, Total Visas letter references that I reported the card lost on XX/XX/year> and was issued a replacement. This action had absolutely nothing to do with the dispute or any attempt to avoid payment. It was a separate customer service request entirely and took place weeks after the alleged dispute denial. Any attempt to connect my card replacement to the disputed balance is misleading and should be disregarded. 
This letter serves as notice that I will not continue going back and forth. Total Visa has made multiple procedural missteps, admitted to misleading communication, failed to provide documentation, and has reported derogatory information based on a balance that remains legally disputed. If I do not receive full removal of this account from my credit reports and the requested documentation within ten ( 10 ) business days, I will escalate this matter by filing a formal arbitration demand and seeking full relief under 15 U.S.C. 1640, including statutory damages, actual damages, attorneys fees, and all available remedies. I am also prepared to forward this matter to additional regulatory and oversight bodies if necessary.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation