Consumer complaint received 2023-11-25
Company: DISCOVER BANK
State: IL
Product: Student loan
Sub-product: Private student loan
Issue: Struggling to repay your loan
Sub-issue: Can't get other flexible options for repaying your loan

Complaint:
I have been in a bankruptcy since XX/XX/XXXX. I have spoken with the " special department '' that deals with bankruptcy multiple occasions asking if I can just make a payment online. I have been told on multiple phones call with XXXX ID # XXXX that he has stated Discover can not take payments online because there are laws in place that are there to protect me in bankruptcy. The only payment they can accept is through a check mailed into a po box XXXX I informed him that this was not convenient as I just wanted to make my payment now and not send a check and wait for it to be received and then cashed. 

I was told by XXXX, the only way I would be able to make online payments again was if I took my student loans off of my bankruptcy. I had spoken with XXXX a few times before and then started to record my conversations with him. 

On XX/XX/XXXX a phone call that I recorded he stated again Discover can not take payments online because there are laws in place that are there to protect me in bankruptcy. 
I informed him that he was misinforming consumers that there is no law in place to protect me from sending payments to Discover online. I further let him know that my other student loan companies will gladly take my money in any shape or form so I can continue to make payments conveniently. I let him know that it was ethically wrong to only make someone who is in a bankruptcy pay only by mail as it's a sure way to set them up for failure. If I have money in my account right now, why can't I just pay you on the phone. 

I have called Discover on multiple occasions regarding this issue. I had called so many time regarding this issue that XXXX knew exactly who I was when speaking with him on XX/XX/XXXX. I once asked if they would wait to cash the check until the date posted at the top of the check and XXXX informed me no, they will cash the check as soon as it is received. 

I brought up this issue again XX/XX/XXXX when speaking with XXXX ID # XXXX and she informed me that many people have complained about this issue and I am not the only person in bankruptcy that has brought up the issue. I also asked if I can send a check today posted for the first of the month, and if they will wait until the first of the month to cash. XXXX informed me that Discover can not cash my check util the date posted at the top of the check. 

My checks have not been getting cashed by Discover and I have no idea as to why. I have sent 5 checks in the mail that have not been cashed and I do not know why they were not cashed, they were also not sent back to me in the mail. Hence one of my issues with sending a check. The check can not be tracked in the mail as the only place to send the payment is a po box . I tried sending certified mail, but they can not be sent certified mail because it is a po box XXXX They have claimed a supervisor will call me on Monday, but I am not going to hold my breath. 

Discover is setting up consumers in bankruptcy to do tons of extra work to mail a check, make sure the check is cashed, if the check isn't cashed, I have to send another check, and the only way I know the payment has been received is by constantly logging into my online account or calling them. Their employees are also misinforming consumers with lies about laws and cashing payments. 

Furthermore, I can not access any of my statements online or other information pertaining to my account and they claim because of the bankruptcy. I should be able to access every single one of my files pertaining to my account.

Company response to consumer: Closed with non-monetary relief