DISCOVER BANK

2015-09-23

Chipley, FL

Credit line increase/decrease

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Dallas, TX

Account opening, closing, or management

Bank account or service: Other bank product/service

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Hemet, CA

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Rochester, NY

Customer service / Customer relations

Credit card:

Complaint: I accidentally paid my credit card two times. The additional payment was made on or around XX/XX/XXXX in the amount of {$2700.00}. Since then, I have been trying to work with Discover credit card to issue me a credit for the extra payment. It has been over three weeks and I still do not have a resolution. I have talked to multiple representatives about this matter and each time I get a different " story '' as to what the status is on me getting my funds back. This issue has been " resolved '' four times ... But each time I ask for confirmation or for additional information it 's discovered that it is in fact not resolved. I have been told I would receive phone calls to follow up by managers and no one returns my call. They refuse to give direct numbers and say they do not have extensions. Therefore, it takes 20 minutes just to track down the representative that I spoke to last and then to be told they are busy and ca n't take my call. I then have to explain everything to the new representative and then they give me another story as to what is going on. I have been told that I can receive a check in the mail 10-15 business days after the credit is approved and that the check is my only option for a refund. After requesting to speak with a manager because I need my funds sooner than that to pay other bills I was told I could do an ACH and have the funds directly into my account. She understood my predicament and said it was late in the day Friday, XXXX XXXX but she assured me I would have the funds that following week. The week came and went and no funds and no follow up call that was promised. I contacted discover Saturday the XXXX and asked what account number they sent the funds to as a precaution. This was important because originally I had to go through my credit unions 3rd party bill payment service to get the credit issued to them ( XXXX XXXX is the 3rd party bill payment company ). Unfortunately, because the credit from discover was not going to come soon enough to the 3rd party and keep me from being blocked from paying other bills I went ahead and gave that 3rd party the funds from my account. I was assured by discover the credit would come to me so I was comfortable with this decision. However, on the XXXX the representative confirmed the account number was indeed my account, but then proceeded to tell me my credit was still under review. I asked if providing a copy of my account would help expedite the process she said yes and so I sent it in on Monday. The fax she provided me was not going through so I had to call again to verify the fax number. I confirmed again with the rep the account number the credit will be sent to and asked for an email to send the documentation. I sent the email asking for someone to verify receipt and to have an updated status. Neither of which I received. I then contacted discover again today to get a status. She said my credit went through. And I should be getting a check in 15 days. I inquired as to why a check was sent and not an ACH. When she looked into it she told me the check was sent on XXXX XXXX. I talked to XXXX representatives before this that confirmed and ACH would be coming to me as soon as it was approved. But that was not the truth. A check was sent to the 3rd party company metavante. After speaking with XXXX managers today I was finally stonewalled and told there was nothing they could do for me, or a stop payment could be put on but they ca n't guarantee anything then a statement that I should just take the time to research the check on my own time this was from the manager XXXX XXXX. He also denied my request for a written statement of this incident and the status by proceeding to tell me there was no way he could do that. I ca n't believe the level of disorganization, inaccuracies and unwillingness to help a customer of 10 years. Poor business practice and service.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

Las Vegas, NV

Delinquent account

Credit card:

Complaint: Discover Financial services is reporting me as being a total of 60 days late, in XX/XX/2015 and XX/XX/2015. This is an inaccurate reporting and stopping me from purchasing a home.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-23

CA

Credit card protection / Debt protection

Credit card:

Complaint: I, XXXX XXXX XXXX, have been paying monthly for Identity theft protection since XXXX XXXX, XXXX through Discover which bills me {$10.00} per month for this service. My address had to be verified in XXXX XXXX when I moved to XXXX CA from XXXX, CA because the Discover bills for ID theft protection have been coming each month to XXXX and they have been paid on time for YEARS without a problem. I have NO credit card debt. I also have been getting periodic statements regarding any potential breaches of my identity, REGULARLY from Discover sent to this address in XXXX, on XXXX. Suddenly I received the attached emailing below and wondered if it was a Discover credit card company impersonation ... so I called Discover 's toll free number XXXX/XXXX/XXXX at approximately XXXX PDT ( company based in Utah ) and was told by supervisor after supervisor that their ''XXXX party '' Identity theft company has tried several times to verify my address without success. WHICH MAKES NO SENSE as I have been paying the ID Theft protection over and over without a problem, again for YEARS ... Discover said they cancelled my ID protection and it CA N'T be reversed because the " XXXX party, '' with the Acronym " XXXX '' ca n't verify my address. My last payment for ID protection was XXXX/XXXX/XXXX and it went through as all others..I have my XXXX ledger that shows all my successful payments to payee, Discover since XXXX for ID theft protection at {$10.00} per month. Sometimes I voluntarily XXXX my payments to be ahead by a month. So I was on the phone for XXXX minutes going from XXXX Discover supervisor to another and all said they could not reinstate my ID theft protection because of what is said in communication attached about lack of address verification. I think the third party in alliance with Discover are trying to drop enrollees at the OLD monthly fee of {$10.00}, and enroll new ones at a higher fee. This must be looked into. Here is the email I received from Discover that clarifies the basis of my complaint. Incidentally, I am debt free and have a very high credit score. Discover canceling ID Theft protection on false grounds needs to be addressed. Again I wonder how many other ID THEFT PROTECTION enrollees have received the same email as I did on the false pretense of a lack of address verification and had their ID Theft protection CANCELLED without a chance of reversal?. Copy below of email I received from Discover on XXXX/XXXX/XXXX : Account number ending in XXXXInformation about your Protection Product CoverageDear XXXX XXXX XXXX, During a recent review of your Discover ( R ) account, our records indicate that we could not successfully verify your address after several attempts of contacting you. As a result, we were unable to send you important mail correspondence regarding your Identity Theft Protection membership. Therefore, we are unable to continue your membership in Identity Theft Protection. We are currently processing your cancellation and you will no longer be billed for your membership. Thank you for being a loyal Discover Cardmember. Sincerely, Identity Theft Protection Member Services I believe more than ME got this email below.. I intend to send a complaint up the chain.. but go above Discover 's head on this ... I need to know who regulates the credit card industry as per the government ... who in Congress I should contact ... and what media would be interested in this.. First I want to file a FORMAL COMPLAINT to a credit card co. overseer or US Govt . REGULATOR.. Discover is trying to say the XXXX party is the XXXX responsible not them. Does it make sense that I have been getting regular Discover billings for ID theft in the mail if my address has not been verified.
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-09-22

ME

Credit line increase/decrease

Credit card:

Complaint: So I have a Discover credit card. On their online banking service, they have the option to request a Credit Limit Increase. Whenever I got to that page, it asks for income, employer, and monthly housing payment. Below that is the following message : '' After reviewing your application, we may need to pull a credit bureau report, which may affect your credit score. In these cases, we will proceed with the application only with your consent. " Below that message, it says " Submit '' or " Cancel ''. Now, maybe I am naive, but I took the message " In these cases, we will proceed with the application only with your consent '' to mean that in cases where they need to pull a credit report, they will specifically ask me if I want to proceed. I think that is a reasonable interpretation of the verbiage. I will include screenshots so you can verify what I am seeing. Anyhow, I proceeded with this on XXXX XXXX, 2015, under the impression that if Discover wants to pull a new CBR XXXX and thus cause a hard inquiry ) they will ask me for my consent. Well, when I hit the submit button, Discover immediately responded with " Congrats, you 're approved ''. There was no screen after hitting submit that asked for consent to pull a Credit Bureau. I thought " ok, that was easy, no problem. '' Later that day, I received an alert from my credit monitoring service that there was a hard inquiry from Discover on that very day on my XXXX CBR. I did n't put in any other requests or applications. When I approached Discover about it, they either did n't understand me, did n't understand their own system, or simply refused to acknowledge the situation. Here is my request and below that their response : On XXXX XXXX, 2015, I utilized the credit limit increase option on your website. When I went there, it said the following : " After reviewing your application, we may need to pull a credit bureau report, which may affect your credit score. In these cases, we will proceed with the application only with your consent. '' That is what it says today if I were to use the option again. Unfortunately, Discover never did ask for my consent, and they DID pull a CBR. There is now a hard inquiry on my credit report from that date. I feel this is quite misleading, and because I was misled, I respectfully ask that you convert this hard inquiry to a soft inquiry, or remove it all together. This is a not a case where I was " unaware ''. I was intentionally misled by your website, and assuming I am still being misled today by the verbiage. If this is not resolved properly, I will submit my experience to the OCC and CFPB. Thanks, XXXXResponse from Discover : -- -- -- - Original Message -- -- -- -- Date : XXXX XXXX, 2015 XXXX XXXX : Re : Other Credit Line Questions [ # XXXX ] Sender : Discover Card Customer ServiceGood afternoon. Thank you for your message. I appreciate your business and the time you have taken out of your day to contact me today about the hard pull reflecting on your credit file. I understand your interest in having this information correct and I am happy to assist you today! When you arrive at this page of the credit line increase application, it specifies that we will need to process a credit pull and if you agree/authorize the hard pull, we will continue with the application ; however, if you decline the authorization to pull your credit file, your application will be withdrawn and no credit pull will take place. -- -- -- -- -- -- -- -- -- -From there the Discover rep advises me to file a dispute with XXXX XXXX I know that will be ineffective if Discover does not admit they made a mistake. So, I 'm not sure the CFPB can help me with my CBR, but I DEFINITELY think they should contact Discover about this verbiage. I do n't think my interpretation of it is at all unreasonable. It think it is very misleading and unnecessarily so. Thank you for your time.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

Blue Island, IL

Credit determination

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

NM

Billing disputes

Credit card:

Complaint: I had an account with XXXX. I noticed on my credit card recently that they had charged me again. I had n't received any notice from them that my card would be charged, that they were renewing ... I went to XXXX and cancelled my account. Then asked for a refund. They let me know that they do offer refunds. So, they do n't notify folks that their account will renew ... let their customers know they will be charging them. They email about just about everything, but not about charges on the account, not before, not after! I submitted a dispute with my credit card company, which was summarily denied. I submitted a followup ... no change.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-22

City View Heights, OH

Delinquent account

Credit card:

Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-09-20

Chino Hills, CA

Account opening, closing, or management

Bank account or service: Savings account

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-09-20

Philatelic Center, CA

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: To Whom It May Concern : I am concerned about the current amount of my student loan payments. I have XXXX distinct sets of students, XXXX from private providers ( XXXX and Discover ) and XXXX consolidated batch from the US Dept of Education. Here 's the breakdown : Monthly PaymentsCitibank : $ XXXXXXXXDiscover : $ XXXXXXXXUS Dept of Education XXXX : $ XXXXXXXXTotal : {$1300.00} ( monthly ) Total Loan DebtXXXX Sub Consolidation Loan : $ XXXX Unsub Consolidation Loan : $ XXXXXXXXDiscover : $ XXXX : $ XXXXXXXXTOTAL LOAN DEBT : $ XXXXXXXXI earn approximately {$XXXX} per month at my full-time job. This means that I am currently utilizing nearly 30 % of my monthly income on student loan repayment. This is an incredible burden that I will not be able to sustain for long. I work at a XXXX, so I hope to take advantage of the Public Service Loan Forgiveness Program. That said, I need relief in the near term to even be able to afford regular monthly payments. Please advise. Thank you, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-19

Concord, NC

Unsolicited issuance of credit card

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-18

Lake Shore, MD

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-18

Bartlett, IL

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-18

Okc, OK

Billing disputes

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-17

Deerfield Beach, FL

Identity theft / Fraud / Embezzlement

Credit card:

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-09-17

Vicksburg, MI

Forbearance / Workout plans

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-17

San Antonio, TX

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-16

Santa Monica, CA

Account opening, closing, or management

Bank account or service: (CD) Certificate of deposit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-16

Stkn, CA

Other

Credit card:

Complaint: I used my Discover It credit card to use XXXX service. One of the service was getting XXXX ( XXXX ) XXXX ( XXXX XXXX complementry ). Since, I did n't use the service. I initiated dispute ( s ) on XXXX/XXXX/2015 along with another XXXX disputes for the same merchant. This particular dispute was never responded by the merchant and after 45 days my dispute was closed by Discover and I had {$170.00} posted on my account. On XXXX/XXXX/15, Discover updated my account one more time and reversed the credit of {$170.00}. The receipt submitted by the merchant does n't show that I received all the XXXX XXXX. I have made every attempt to explain this to Discover customer service supervisors but they said they need a proof of service. If I never received the service how can I give them a proof? I asked them to get a proof from merchant, if merchant can explain that I have received a full service. Of course, merchant has no proof since I never received the full service. Merchant only sent them a copy that shows that I paid {$170.00}, which is required to pay before to get future service. You have to go XXXX ( XXXX ) different times with minimum of one week gap to get a one XXXX at a time. I have n't used the full service of this XXXX program and I all want is the portion of my money back. I should n't be paying for something that I have never used. Most importantly, how can Discover reopen my closed claim and charge me back after 3 months and 9 days. They say, it takes 30 days to get to decision of disputed transaction but in this case we are talking about 99 days. Is this a fair practice for a customer?
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-09-16

West Brandywine, PA

Disclosure verification of debt

Debt collection: Credit card

Not given enough info to verify debt
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-16

Philadelphia, PA

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2015-09-15

Saybrook, IL

Customer service / Customer relations

Credit card:

Complaint: In effort to pay off a credit card debit with Discover, my wife and I have encountered several unnecessary frustrations and complications with Discover. We had over paid the account and wanted to be refunded that amount. This course of action has taken two months to occur. I wanted the money deposited into my wife 's checking account, which they reported was fine, but then later reported that they were not able to comply with that request. Over time, the refund was permitted, we initially requested the amount to be transferred back and it was agreed that the money would be transferred to an account on file, which was not an account belonging to my household. Discover was not aware of the account that they were refunding the account to and provided little information in its resolution. After constant delays I had requested that a check be sent via mail. Discover reported that this was fine. After calling them again, I was informed, without my constant, that they will be sending the funds through a third party, which would deposit the money back on to the initial funding resource. This is not what was requested and it ultimately wastes money, time and effort. Once deposit back to the account in which it came from, I can not use that money to pay off other debit that the money was intended for. When I asked the supervisor to contact the banking division of the company to have this corrected, I was told that they are unable to contact them by phone and had to be e-mail. Once Discover returned my phone call, they reported that the initial request was made and that the funds were transferred back to the account, despite the number of phone calls that were made between Discover XXXX with different individuals ) and myself through the course of several weeks. As of right now, it was told to me that mailing a check was never truly an option and this decision was made on the XXXX of XXXX. No one confirmed and this was told to me after talking to XXXX customer service supervisors and a loan specialist. However, the interest charged on my other account continued to grow while waiting for Discover to make a decision, communicate that decision, and execute that decision. If this statement was made initially, I would have been frustrated, but this issue has now surpassed customer neglect/abuse or at the very least, extreme poor customer service.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-09-15

Milwaukee, WI

Other

Credit card:

Company Response: Closed with explanation

Disputed: No Timely Response