Consumer complaint received 2022-08-27
Company: DISCOVER BANK
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I received a notification from XXXX XXXX via email on XX/XX/2022 that my account was delinquent and credit score has dropped nearly XXXX points. I checked my XXXX XXXX app and saw there was a delinquent payment from Discover. I then checked the payment history section on XXXX XXXX and the Discover Bank Online Account and it showed no late payments. 

I called Discover Bank immediately and was informed that I was 60 days late for a payment due on XX/XX/XXXX as of XXXX of XXXX. My account is set to automatic payments and has posted every month without issue. The account representative me that the payment posted on XX/XX/XXXX was rejected by the bank. This is the first time I'm hearing about this, it was not reflected in my statements, online banking app, or connected credit monitoring app. I received no notification from Discover that there was a pending payment on my account or that they were going to escalate it further. Had I been aware I would have rectified this situation immediately. The representative stated that the credit card cycled into the next billing cycle justifying them reporting to the bureau that the payment is 30-60 days late and that is why my credit had been affected. 

The first Account Representative I spoke with informed me that she had no one she could set us up to speak with. I explained to her that this situation is urgent and it has severely impacted my credit score and to see if there is a supervisor we can speak to. After much deliberation, she finally connected us to a supervisor, XXXX XXXX XXXX, XXXX, Ohio Dept., who claimed that there is " nothing she can do '' and that there is no one above her I can speak with. When I informed her that I was aware that there was an Executive Office for Customer Advocacy she promptly shifted her answer and said she'd connect us with someone. After a 10 minute wait, she transferred us a woman named XXXX XXXX, when I asked her title she told me she was an Account Representative and was not in any supervisory role. She could not inform us of the name of the previous supervisor which we had to find via another representative. She said that there was no available supervisors for me to speak with and asked if she could take a payment. After an additional 15 minutes, we were connected to a supervisor, XXXX XXXX. XXXX was able to file a dispute despite the fact that previous representatives and supervisors told us that it wasn't possible. 

The XXXX app didn't reflect any sort of missed payment or return payment. I wasn't prompted to fix anything or that my payment had been returned. I haven't missed a payment to Discover in my 5 years with the company, so I assumed things were going smoothly as per usual. I am set to move from my home in XXXX XXXX to XXXX, NY in just 2 months time to attend XXXX XXXX. Having my credit drop this significantly is of major concern and has a detrimental affect on my ability to secure housing and therefore my ability to attend school and my future. This underlines the importance to me of having it removed and my credit restored as quickly as possible. 

Discover Bank opened a dispute for this case with Case # : XXXX

Company response to consumer: Closed with explanation