Consumer complaint received 2020-01-02
Company: DISCOVER BANK
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I would like you all to contact Discover Card CEO and these other administrators at Discover Card, please do not contact XXXX ( please this is only the Discover Card Executive Secretary Office and they were not very helpful ( Mrs. XXXX XXXX to be exact assisting me with my issue. ) Scroll down for remaining complaint in which I informed XXXX XXXX at Discover card on XX/XX/XXXX. 
Executive Contacts Primary Contact XXXX XXXX Executive Vice President XXXX XXXX XXXX XXXX XXXX, DE XXXX XXXX Secondary Contact XXXX XXXX Senior Vice President of Customer Service and Engagement XXXX XXXX XXXX XXXX XXXX, DE XXXX XXXX XXXX XXXX Executive Vice President, President - Credit and Card Operations XXXX XXXX XXXX XXXX XXXX, DE XXXX XXXX Chief Executive XXXX XXXX XXXX CEO XXXX XXXX XXXX XXXX XXXX, DE XXXX XXXX RE : Discover Acct # ending in XXXX Discover.com -Continuously contacting me verbally to sign the XXXX  Forms XXXXNot allowing me to make purchases on my account and disabling my online account and -Closure of my entire account due to the XXXX  and IRS verification of income -XXXX  continuously spamming my email for me to complete the form. 

( This was my email to XXXX XXXX in the XXXX, but again she could not assist me, please forward this email to Discover Card CEO and other administrators ) My apologies for not emailing you the information below per our conversation as it relates to Discover Card representatives contacting me via several phone calls on yesterday and sending me several emails via XXXX  ( below ). ( This was my email to XXXX XXXX in the XXXX, but again she could not assist me. 

When I spoke with you ( Mrs. XXXX ) earlier on yesterday ( XX/XX/XXXX )  around XXXX XXXX via the Executive Offices Ph # XXXX. Per our conversation I informed you that Discover Card representatives continued to contact me via phone on several occasions on yesterday informing me that I needed to complete the XXXX  and XXXX XXXX information below which entailed completing a 4506-T form that will verify my information and will also verify if I earned income in XXXX-XXXX  via IRS tax filing. 

When I finally called Discover Card on yesterday ( XX/XX/XXXX, @ XXXX XXXX   via XXXX ) they informed me via phone if I did not complete the XXXX  forms that included the 4506-T and verifying my IRS income for XXXX-XXXX  that my account would be closed by XX/XX/XXXX, or within 14 days as stated in the XXXX  email below. 

I proceeded to ask the customer service representative why was my account being flagged for verification and the representative stated this is a Discover Card procedure and that's all that they could tell me. So I requested to speak to a supervisor, I was then placed on hold briefly and then the Supervisor XXXX Employee ID # XXXX ( she refused to give me her last name and email address, refused to provide me with an email or phone number to the legal department/risk management or the complaints department, she also refused to connect me to a manager or director and refused to provide me with Discover Card corporate phone number and I informed her how does she work for Discover and refuses to provide me this information, I conclude to tell her that their calls are being recorded by Discover so aI suggested she give me corporate phone number she then provided with the corporate office phone # XXXX ). Please council XXXX in regard to her unprofessional behavior via this call. As you stated Mrs. XXXX you stated you will access and listen in on the call I had with XXXX and council her. 

I asked XXXX, why was my account be flagged for verification, my account is on hold meaning I can access my account online or make purchases and if I don't complete the XXXX  XXXX XXXX XXXX Form that also included the 4506-T form and it comes back that I did not receive any IRS Tax Filing Income in XXXX-XXXX  then my entire Discover Card Account would be closed out. I also informed XXXX that I've been a customer with Discover credit card going on 8 years now, I've never made a late payment, I was just recently approved for a credit line increase, a XXXX loan ( in which Discover Card sent me this offer ) and Discover card also offered me a 5 % cashback on holiday purchases. I proceeded to also ask XXXX that this policy is very discriminatory and that I did not earn income in XXXX-XXXX  via IRS tax filings because I became XXXX in XXXX due to an on the job injury and that I receive XXXX income. 
I also informed XXXX that this verification policy is very discriminatory if someone who's a student and their parent is paying their credit card, or someone is living off of a family trust, or if their investor and they do not earn IRS income or someone who's XXXX such as me and who receive XXXX income. XXXX responded and stated they are currently working on other ways to verify customers ' income who don't file with the IRS. So I then informed XXXX if you all are still working on other ways to verify customers other forms of income verification besides using XXXX  and the IRS then this policy is very bias and unfair, because of banks, credit cards, and other institutions allow you to provide other forms of verification income prior to even applying for credit cards, funding and etc. 

Mrs. XXXX and/or discover administrators, I would like for this issue to be resolved immediately my reasons relate to : 1. Why was my account flagged for verification? ( This question is being posed due to the fact that I've been a customer going on 8 years now, and I just received a XXXX loan from Discover ) 2. In regards to verification and a customer account being closed due to no income earned via IRS tax returns, it this legal? If so, is this stated in your terms and conditions? 
3. Shouldn't Discover have disclosed Question 2 prior to a customer signing up for a Discover Credit Card and/or loans and etc? 
4. Also, can this issue be resolved immediately and prior to 14 days and the closure of my account? ( This relates to my account being held up due to the repairs for my home due to the XXXX XXXX  XXXX XXXX who were going to be completing the repairs of my home along with the XXXX loan from Discover that was also going to be utilized for the repairs of my home. Also, I just booked a plane ticket utilizing XXXX and I still need to use my discover credit card to purchase a hotel and rental car due to treatment for one of the medical conditions that has caused me to be XXXX. 
5. Is there a customer complaints department that I can file a complaint to Discover Card regarding XXXX XXXX behavior? Or will you handle this on your end Mrs. XXXX? 
6. If these issues can't be resolved on your end, could you provide me with Discover Card legal department information? ( Just in case I need to take legal action ) If this issue isn't resolved in 24-72 hours I will contact the media and publish this on social media and Discard Card social media. 


Look forward to your prompt response, XXXX XXXX Ph : XXXX XXXX : XXXX XXXX

Company response to consumer: Closed with explanation