DISCOVER BANK

2018-01-03

OH

Communication tactics

Debt collection: Credit card debt

Frequent or repeated calls
Complaint: I owe over {$1000.00} to my Discover Credit Card and currently can not pay. They were calling me multiple times a day, but almost never leaving messages. On XXXX XXXX at XXXX I received a call from them, followed by a voicemail. My husband was home from work that day and called me a few minutes later telling me he received a phone call from Discover, looking for me. This floored me. His phone number was never put into my account, I even double checked as soon as he told me about this. He received a call at XXXX ONE minute after they called me. The following day ( XXXX XXXX ) I called Discover and asked them whey they called my husband when I never had his number on my account. They told me was that my husband 's phone number was placed on the account the day before ( XXXX XXXX ) but my husband NEVER gave them permission to put his number on the account, and he told me that they never even asked his permission when they called. So just because he answered and verified he was my spouse, they took that as an okay to put his number onto the account?! I was then transferred to someone else, and told that they have a department that will search for other phone numbers to call and try and reach the person they need. I asked how this is okay and they could n't give me an answer. They just kept telling me that they have this department. How in the world is it LEGAL to search for someone else and call them without any permission? What if my husband and I had been separated or going through a divorce and he starts getting calls about MY CARD? Prior to making my phone call to them, I tried dealing with online support on XXXX XXXX and that was a train wreck as well, and they should really work on training their workers better. I am appalled by this and think it is WRONG that they A. call multiple times a day, and B. can just find other people 's phone numbers to harass you even more.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-03

MI

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account information incorrect
Complaint: I have never opened this account
Company Response: Closed with explanation

Timely Response

2018-01-03

Val Verde, TX

Took or threatened to take negative or legal action

Debt collection: Credit card debt

Threatened to sue you for very old debt
Complaint: XXXX XXXX has called me and threatened to sue me for a debt that is very old 20+ years. They stated that they were going to put liens on my cars and house and reposses them and destroy my credit. They also told me that I was an " XXXX have no sense at all and must have been XXXX XXXX XXXX XXXX in the XXXX making my XXXX '' ( Those were there exact words ). They are claiming that it is a discovery card debt of a little over {$1000.00}. from XX/XX/XXXX, to the best of my recollection I did not even have a discover card in XX/XX/XXXX. All my debt payments from approx XX/XX/XXXX are all up to date. They have also called and harassed my wife and mother in law on the phone ( they of course have never been given consent to contact those numbers ).
Company Response: Closed with explanation

Timely Response

2018-01-03

Northdale, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2018-01-02

Saint Petersburg, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: XXXX in 2011, through XXXX, I took out a XXXX loan to assist with the cost of the XXXX XXXX. While I had made payments ( when possible ), unbeknownst to me, DISCOVER now indicates that they own the loan. They had never forwarded any documentation indicating so, via an assignment or anything else. I have disputed with the credit reporting agencies, but to no avail. I have asked time and time again for this information, and no one is able to provide me with said documents. The contract I had was with XXXX not DISCOVER. Also, they have not furnished me with a copy of the agreement with XXXX ( signed by me ). Nothing has been furnished at all.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-02

N Valley Stream, NY

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-01

Arco, CA

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: On XX/XX/XXXX I submitted two payment for which one of those was returned due to a problem with my checking account. My account number was changed for a dispute I initiated with my Bank and a new number was given. By the time I used my available funds and I noticed the payment was returned Discover Payment Department closed my account without notifications, grace period, email, calls, letters and/or explanation other than " My account is being closed for unsatisfactory payment history '' this is a lie because I 've never been late, and that day I submitted two payments. This Credit Card company has violated my rights and discriminated me without further notice. I 'll ask the to reopen my account since the reason they closed it for is null and/or not truth. I 'm planning on pay my over limit 's credit on my real due date, date they could n't wait for. Please, reopen my account and give me back my rights, as in the pending cash back earned so far that they need to double and full access to my account. I 'm forwarding this complain to major companies for review and investigation to this Payment Department Team who 're closing customers account for little mistakes and without further contact.
Company Response: Closed with non-monetary relief

Timely Response

2018-01-01

NJ

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: A plumber did repair work to a leaking pipe. The plumber damaged other pipes during the repair, but did not pay for the damages. I disputed the charge with Discover credit card. The card initially gave credit, then it reverse the credit without any communication to me.
Company Response: Closed with explanation

Timely Response

2018-01-01

Cocoa, FL

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Discover kept billing me a return fee for a bank account they incorrectly set up on my account by using the wrong routing number. Been trying for months to resolve the issue and they kept billing me return fees and negatively affecting my credit score. Money never came out of the account because Discover never sent ach payment to the right bank account.
Company Response: Closed with explanation

Timely Response

2017-12-30

Arco, CA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: Having been an account holder with DISCOVER Bank now for XXXX years, holding both a high interest savings and a Cashback Checking account, I have had several issues revolving around withdrawals and deposits. The most recent issue commenced on XXXX XXXX, XXXX, when I attempted to purchase a ride using ride-sharing service XXXX, around XXXX PST. The transaction was declined, and I immediately phoned in to inquire as to why. The representative erroneously informed me that it was XXXX who had blocked the transaction, as I stood on the side of a road attempting to get a ride home from a holiday party. After using another card with limited funds, I returned home, only to have the issue of blocked transactions recur the following ( XXXX/XXXX/XXXX ) day several times when attempting to order groceries via XXXX and purchase items at a popular clothier, XXXX. Since XXXX XXXX, XXXX, I have had nearly every single transaction attempted blocked by DISCOVER Bank, forcing me to call in each time and sit on the phone with often inept and confused agents, for 45 minutes - 1 hour each call. I have escalated this matter to managers, supervisors and now XXXX 's Executive Offices. DISCOVER Bank 's Executive Offices agent XXXX ( supposedly on behalf of DISCOVER Executives ) claims that they can not circumvent " system decisions '', telling me that I have no other choice but to call in after each and every blocked transaction to have a manual approval of each transaction ; this is extremely time consuming and absolutely unacceptable. To reiterate, since the first decline on XXXX XXXX, XXXX, nearly all of my transactions ( between 10-15 total ) have been blocked by DISCOVER, regardless of the merchant, rendering my checking account effectively useless and blocking me from utilizing my funds when I need them most. Please note, that while I certainly understand fraud measures and the need to protect the consumer and the Bank, the number of times in just a span of four days that DISCOVER Bank has blocked my debit card transactions has been grossly excessive and beyond unacceptable. The Executive Offices staff was regrettably of no assistance, stating simply that I have no options other than to " deal with '' the situation until the system recognizes my spending patterns -- I find this to be both unethical and unprofessional to the highest degree. I am a consumer who should be able to utilize their checking account without the constant need to phone in, hold for nearly an hour, deal with inept customer care agents, only to have the situation recur sometimes hours later. To note specifics, I have had multiple transactions blocked on the following dates : XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX, XXXX/XXXX/XXXX and XXXX/XXXX/XXXX ; this is grossly excessive and unacceptable, and I am requesting immediate resolution to this matter.
Company Response: Closed with explanation

Timely Response

2017-12-30

Trenton, NJ

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: Last year, in XXXX XXXX, I received a phone call that I had not paid my Discover student loans in 3 months and they were raising my interest rate. I received no calls prior, no emails announcing that my auto-payment had stopped. I paid the amount and my interest rate increased. Today, XXXX/XXXX/XXXX, I checked my credit score only to find that my student loans were again three months past due, amounting to over {$1000.00}. I was completely unaware that my auto-payments had stopped again ( for the second time ), no phone call, no letter. When I looked at my file, the last letter that was sent, was in XXXX and did not state anything about the auto-payments being stopped. As of today, I am {$1400.00} in debt ( 4 months past due ) and I had no idea that my payments were not coming out of my account. Almost all of my bills are on auto-payment, so I do not think twice. This has hurt my credit and caused me immense stress and frustration, because I have always wanted to pay my student loans on time. Why is this so hard? Additionally on the XXXX XXXX XXXX website, everytime I try to log in, it has me create a new password. Every single time, this glitch makes it incredibly difficult to casually log on to check account information, causing further frustration.
Company Response: Closed with monetary relief

Timely Response

2017-12-30

Vicksburg, MI

Charged fees or interest you didn't expect

Payday loan, title loan, or personal loan: Personal line of credit

Complaint: My husband and I had a credit card each with XXXX. When he XXXX XXXX years ago I took over his card and they immediately for no given reason jumped the interest rate to 20 % I have made payments to them all these years but getting nowhere. I decided to consolidate the loans by getting a cheaper loan from Discover loans. This was done in XXXX XXXX. One XXXX card was paid off by Discover namely a/c XXXX for {$9700.00} In the other case Discover sent XXXX {$12000.00} for ac " XXXX. '' Discover wrote the incorrect number for the credit card. The correct number should have been XXXX. This was XXXX. Discover claims they have sent several correction faxes to XXXX but XXXX seems unable to find Discover 's messages or indeed locate the funds. I am in the middle of these two parties with frequent phone calls that go nowhere. The result I am paying the full amount on the Discover loan as well as on the XXXX credit card that should have been paid off.. This extra payment has amounted to nearly {$1000.00} to me over this last three months. I can not get any solution from the parties since there is no resolution from my frequent phone calls to both parties.
Company Response: Closed with explanation

Timely Response

2017-12-30

Occoquan, VA

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

Problem during payment process
Complaint: Hope you 're well, to whom it may concern, Earlier this year in XXXX and XXXX, I failed to make my monthly payments on time, I apologize I did n't have enough money to pay on time and also I did n't understand the impact of this as this my first credit card as I 'm learning the importance of it now. Please see the picture attached.
Company Response: Closed with explanation

Timely Response

2017-12-30

Havre De Grace, MD

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Complaint: Purchased merchandise from XXXX XXXX using Discover Card XX/XX/XXXX. XXXX records indicate delivery on XX/XX/XXXX. Merchandise was NEVER received. According to FCBA, I should not be charged for merchandise I did not receive. If XXXX did deliver the merchandise, then it must have been stolen, because I NEVER took possession of merchandise.
Company Response: Closed with explanation

Timely Response

2017-12-30

Hon, HI

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2017-12-30

Torrance, CA

Written notification about debt

Debt collection: Other debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2017-12-29

Eton, GA

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Charged too much interest
Company Response: Closed with explanation

Timely Response

2017-12-29

FL

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: Discover Student Loan ( s ) has incorrectly reported my account twice on my credit reports. The information reported is identical. This is direct violation of the Fair Credit Reporting Act. The amount that was charged off was {$7700.00}. Again, this debt has been reported twice, from the same creditor ( most recently as of XXXX XXXX ).
Company Response: Closed with non-monetary relief

Timely Response

2017-12-29

Houston, TX

Closing your account

Credit card or prepaid card: General-purpose credit card or charge card

Company closed your account
Complaint: I have been a Discover Finance customer for many years. In XX/XX/XXXX i was informed about the new product DISCOVER IT card with its benefits including reward miles. My previous account with Discover was XXXX balance and I assumed closed due to me moving to new account. Letters relating to this account that were sent in the meantime where returned back to Discover - including one stating that my limit had gone from {$4000.00} to {$500.00}. I did not receive any communications relating to account ending in ..XXXX. I assumed this account had been closed in XX/XX/XXXX and has never since been used. My new account is Discover IT account ending .XXXX which I have used responsively since opening it. I have made all payments required and not exceeded my limit. When my limit was reduced to {$6400.00} in XX/XX/XXXX I followed this request. On my credit score it indicated an excellent payment and relationship history with no concern expressed by Discover. I was however quite puzzled as to 2 emails sent on the XX/XX/XXXX informing me that both accounts had been closed. I received no communication regarding issues on my account causing Discover concern. I monitor my account regularly and make payment adjustments when needed to keep my account in a good state of affairs. I did this with my last additional payment of {$300.00} which was more than the minimum amount set up as an auto payment from my XXXX accounts. On receiving the emails i contacted Discover on Friday XX/XX/XXXX and spent 2 hours and 31 minutes trying to discuss the issue. I spoke to 5 agents ranging from the Hardship Department ( which i was confused as to why i had been directed to her as i have no financial hardship issues ), Accounts and Accounts Supervisor and eventually a Customer Services Supervisor, none of which were able to resolve my concern and reason for calling. It is this reason that i am now contacting the CFPB. I am confused to why Discover closed my account on the XX/XX/XXXX and then told me of this decision on XX/XX/XXXX bu email - the letter by mail posted XX/XX/XXXX has yet to be received. I received no calls or communication on my online account that an issue had potentially been identified which could have been discussed. As a XXXX I am aware of the importance of Credit Reporting Bureaus and educate clients not to open or close accounts when trying to securing credit. It was for this reason that I was concerned by Discovers decision to close my account. On speaking with agent they all agreed my payment history with Discover was fine so I was very confused as to why Discover now deem me as not worthy of an account with them. I could understand if i was reckless with my spending and repayment but this did not apply to me. I was told the reason for my account and relationship with Discover to be dissolved was related to 3 factors that were automatically reviewed with no customer/human intervention and that a decision was automatically decided after review with no way of reversing the issue. If i was contacted, as I was when they reduced my credit limit in XX/XX/XXXX this could have been explained. I am in a position to clear my accounts fully but I take advantage of the offers and promotional rates offered by lenders. The decision was made due to 3 criteria and each of the 5 agents discussed with me as I moved up the chain of command! - my previous account which i requested and assumed had been closed ending in .XXXX was seen as being a negative factor. When i explained i no longer used the account and was not aware that it was still active i was told communications relating to this has been returned as the address on file was incorrect. The address sent to was XXXX XXXX XXXX XXXX and mail goes into my home mailbox. This is my current address and is still used as a contact for my existing account. 2. Derogatory remarks on my credit report posted by XXXX. This was an amount disputed and currently resolved by XXXX and was related to me switching and closing my XXXX phone account and moving to XXXX. I disputed this upto Presidential Level with XXXX and they are now forwarding me payment to pay XXXX the amount due to them. If I was made aware by Discover that this was an issue i could have explained and forwarded necessary documentation. This mark on my credit report was however in place when Discover reviewed my account in XX/XX/XXXX and reduced my credit limit. I am confused as to why it now caused an issue and that they did not reach out to a customer to seek clarification. 3. Other accounts having a high balance. As a consumer I have taken advantage of 0 % promo rates from other lenders. These lenders have been paid mlore what is required during the terms of the promotion and will be cleared when the rate reverts to its non promo rate. These lenders have never had cause to have issues with my repayments. As a XXXX and XXXX XXXX I pride myself with my financial handling and responsibilities and up to my recent dealings with Discover have never had any cause for concern. My complaint is related to negative effect Discover closing my account with have on my credit score and history. I advise others as to the penalties involved in opening and closing accounts so I am aware i will be impacted when i refinance my current mortgage to release equity and when opening other lines of credit that i may try to do in future months, I feel i have been penalized by Discover unfairly as my history with them has so far been good and showed no sign of concern. As i explained to the agents if i was an individual who did not make payment and used the account recklessly i could understand the decision. But as ex valued customer i have been treated unfairly. I have basically been told I am no longer a customer but someone who still has a debt with them. I am aware if I did have repayment issues i could have contacted the Hardship Department ( which i was mistakenly first sent to on the XX/XX/XXXX ) and my account would have been dealt with and Discover would have worked with me but would not of actually closed my account. I did not fall into this category as repayment is not an issue and I am in a position to pay off the full balance. My concern is the handling of my issue. I was left after speaking to the Customer Services Supervisor that nothing can, or will be done to assist me. I did inform from the onset that my intention was to contact the BBB, CFPB, Federal Reserve and the Social Media consumer sites to post my concern. My reason for contacting CFPB was seek assistance in showing Discover how the ill informed decision and lack of customer care and contact can negatively affect a client when that client has a good relationship and financial dealings with them. Also I would like to be informed why I am now not seen as worthy as being a customer of Discover when i am welcomed by XXXX, XXXX and XXXX. Basically I feel i have been treated very unfairly!!
Company Response: Closed with explanation

Timely Response

2017-12-29

Burlingame, CA

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Complaint: In XXXX 2017 I applied for a Discover XXXX XXXX. The ad said the interest rate would range from 11.99 % to 23.99 % depending on ones credit history ( ad attached ). When I received my card I was informed my interest rate would be 23.99 % & with my credit card bill I receive a credit score. At the time I received my card my credit score was XXXX. I contacted Discover and questioned why I received such a high interest rate and was told they based it on my credit score and payment record. I asked them to review my account and make an adjustment on my interest rate. I was advised they are unable to do anything. I asked them to send me the documents used to come up with my interest rate because I do not agree with their findings. I was advised they were unable to give me any such information. I spoke with the XXXX in AZ and he gave me the same answers. If I have an excellent credit history and I received the highest interest rate then their ad is fraudulent. I feel they are giving this high interest rate to other consumers by default. I wrote to Discover multiple times and received the same response as I mentioned above. Based on my experience I feel Discover XXXX XXXX defaults to the highest possible interest rate regardless of what their ad states which makes their ad fraudulent. Please help me get my account reviewed and my interest rate lowered. Please investigate the company 's interest rate practice on the Discover XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2017-12-29

Chicago, IL

Managing an account

Checking or savings account: Savings account

Banking errors
Complaint: On XXXX XXXX, XXXX, I opened a XXXX XXXX account from XXXX XXXX through a promotion they offered. The promotion indicated that depositing {$15000.00} or {$20000.00} by XXXX/XXXX/XXXX would earn a bonus payment from XXXX in the amount of {$150.00} or {$200.00}, based upon the amount deposited into the account. Despite having met the requirements of the promotion ( my balance in the account was {$15000.00} on XXXX/XXXX/XXXX ), they refused to provide me with the bonus for {$150.00}. Prior to XXXX/XXXX/XXXX, I did not have a XXXX XXXX account and therefore had {$0.00} on deposit with their bank. Then on XXXX/XXXX/XXXX, I had {$15000.00} on deposit with them in my savings account. In between those dates ( XXXX/XXXX/XXXX and XXXX/XXXX/XXXX ), I made a variety of deposits and had interest deposited into the account by XXXX until the balance reached the {$15000.00} on XXXX/XXXX/XXXX ( see amounts and dates below ). This pattern of activity satisfied the terms of the promotion to earn the {$150.00} bonus payment but not the {$200.00} payment. However, XXXX XXXX claims I did not meet the terms of the promotion at all. I contacted XXXX XXXX on or about XXXX/XXXX/XXXX to inquire when I saw that the {$150.00} bonus still had not been paid out to me ( the promotion stated that the bonus would be paid by XXXX/XXXX/XXXX ). At that time, I was told the issue would be investigated, which could take up to two weeks. On XXXX/XXXX/XXXX, I received a letter ( dated XXXX/XXXX/XXXX ) from XXXX XXXX stating that I " did not meet all of the promotional criteria. '' However, the letter did not specify what criterion or criteria I did not meet. Thus, I called XXXX XXXX customer service again on XXXX/XXXX/XXXX to get more information and request my bonus payment. The numerous representatives with whom I spoke all stated that the " marketing department '' reviewed my complaint and that I was not eligible for the bonus payment and that nobody would be able to help me. Finally, on XXXX/XXXX/XXXX, I spoke with a third person who claimed that he would further escalate my issue. I was told that I would get a response by early XXXX XXXX ( within 10 business days ). All of the representatives I spoke with that day claimed that the deposit of interest into the account did not count toward the {$15000.00} in deposits required for the promotion. It should be noted that the fine print of the promotion did NOT stipulate that deposits of interest did not count toward meeting the requirements. Also, I had transferred a total of {$14000.00} into the account ( just {$2.00} shy of {$15000.00} ) and the amount of interest that XXXX said did not count was only {$2.00}. The only reason I did not transfer more into the account from my other bank was the fact that I was in fact transferring enough to meet the {$15000.00} deposit requirement. Why would I aritrarily deposit even more? Had I known that the deposit of interest would not count, I easily could have deposited {$2.00} more from my other bank. Here is the history which demonstrates that {$15000.00} or more was deposited into the account by XXXX/XXXX/XXXX : Acct History : XXXX/XXXX/XXXX - Account Opened Balance - {$0.00} XXXX/XXXX/XXXX - DEPOSIT - {$100.00} Balance - {$100.00} XXXX/XXXX/XXXX - DEPOSIT - {$3000.00} Balance - {$3100.00} XXXX/XXXX/XXXX - DEPOSIT - {$2400.00} Balance - {$5500.00} XXXX/XXXX/XXXX - INTEREST PAID - {$2.00} Balance - {$5500.00} XXXX/XXXX/XXXX - DEPOSIT - {$5000.00} Balance - {$10000.00} XXXX/XXXX/XXXX - DEPOSIT - {$4400.00} Balance - {$15000.00} I find the promotional language to unclear at best and misleading at worst. In fact, I met the terms of the promotion as written ; however, XXXX XXXX claims that their terms are actually different than what was written in the promo language ( i.e., that interest does not count ). The terms did not specify that interest did not count, and I find this " change '' in terms to be an attempt by the XXXX XXXX to change the terms after the fact so that they do not have to fulfill their obligations to their customers. XXXX XXXX should remedy this issue and credit my savings account with the {$150.00} bonus payment that I am owed.
Company Response: Closed with explanation

Timely Response

2017-12-29

Phila, PA

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Credit card company isn't resolving a dispute about a purchase on your statement
Company Response: Closed with monetary relief

Timely Response

2017-12-29

Louisville, KY

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account information incorrect
Complaint: I contacted a Discover card representative to let them know that I had made a payment using the INCORRECT checking account ( I just switched banks ) and they reported my payment as 30 days late to the credit bureau. They tried to charge it from my old account, when it should have been coming out of the new one. I contacted a rep to tell them it was the wrong account, and I made a payment with the correct one as soon as I got a notification from credit wise saying that they reported me as late. I need to get this removed from the credit report as I have proof that I contacted a discover representative about this problem.
Company Response: Closed with explanation

Timely Response

2017-12-29

Bradenton, FL

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Didn't receive advertised or promotional terms
Company Response: Closed with explanation

Timely Response

2017-12-29

Battle Creek, MI

Getting a credit card

Credit card or prepaid card: General-purpose credit card or charge card

Card opened as result of identity theft or fraud
Company Response: Closed with explanation

Timely Response