Consumer complaint received 2024-03-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: FIRST PORTFOLIO SERVICING INC
State: OH

Complaint narrative:
My complaint is with Total Visa in which the XXXX XXXX XXXX issues. I've had this card for several years and have mostly paid my monthly bill with my debit card with no issue. About 2 weeks before XX/XX/2024 I called Total visa because I was having issues paying my bill due to illness and wanted to see if there were any hardship programs I can utilize to get back on track. The representative said they had a hardship program and that I would need to pay XXXX dollars and all fees would be waived and I could get back to good standing. She said I would be on the program for 6 months I agreed and made a future automatic arrangement for Total visa to take XXXX dollars from my card on the XXXX of XX/XX/2024. On the XXXX of XXXX I was able to pay earlier so I paid the XXXX dollars through my credit card on their XXXX XXXX. I got a confirmation number that the payment was made. I screenshot that confirmation for my records. Then I canceled the automatic payment so I would not be double billed. I thought I had fulfilled my obligations according to the program I was set to begin. However about a week later I got an email from a credit monitoring platform saying that I had a closed card. I found out that it was Total visa. So I called and asked why my card was closed The representative said because I was 120 days late with my payment. I informed her that I made a payment on the XXXX for the XXXX dollars and that should have put me in the hardship program. She then said my payment rejected. I told her it did not and that it went through. Then she admitted that Total visa had voided the payment then closed my account Then she started telling me about previous payments that were missed and I asked what was the purpose when I got on the program to help keep my card and payment history intact. She then said I can ask for them to open the card but they probably won't. She stated I can still make a payment. I ask how when my card is closed She said it's not charged off. I told her i want my card back because this was not my fault. She did not ask me for any proof when I told her I had it. About a half hr later I got an email stating that my request to open the account has been denied. So I waited about 1 week and called back and asked for a supervisor. I told him the entire ordeal and he then said he will request again for my card to be reopened because I did make the payment and he finally asked for the confirmation number I got for the payment. He too saw that the payment was voided on the side of Total visa. He stated he would personally call me. He never called so I called again on Friday XX/XX/2024 and I was informed unless I made a payment my card would charge off that day. She said I had to make a XXXX dollar payment at a pay location not through the online system. I told her I have proof of the payment I was supposed to make but now she said the payment never went through in the system so Total visa never got the payment. I told her the payment was voided and she said she doesn't see that snd that my bank rejected the payment. I told her that I have used the same card several times before and never had a problem. I also told her I would never have gotten a confirmation number if it did not go through nor did the first representative tell me my card would be closed.

Company response to consumer: Closed with explanation