Consumer complaint received 2023-07-19
Company: DISCOVER BANK
State: NE
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I would like to file a formal complaint against Discover Card due to the horrible experience I suffered through today. When I applied to Discover Card last month, I provided documentation requested on the application Discover Card sent me in the mail. Discover Card sent me a card, which I promptly activated although I have not yet used it, and Discover Card has sent me several emails including why they could not agree to the credit transfer amount I requested and another encouraging me to use the card and/or transfer a smaller amount to the card without interest for the next 15 months. 

Today I received a message on voice mail allegedly from Discover Fraud Department from a different number than what is on my card as Discover Cards number. ( The call was from XXXX XXXX XXXX wanting me to call XXXX XXXX XXXX. ) I called XXXX XXXX XXXX as shown on my card and after provide the computer with my Social Security number, zip code, credit card number and waiting several minutes on hold, I had the misfortune of reaching XXXX. She claimed that I needed to provide proof of my identity by XXXX XXXX XXXX or the Discover Card would be cancelled. I have already provided my information to Discover and while she continued to give me the run around, she refused to transfer me to her manager ( She claimed they did not have any available but they could call me back in 48 hours not acceptable customer service by any standard! ), refused to provide the name of the federal agency that regulates Discover card ( Said that was against company policy ), and refused to provide the name and contact information for Discovers President. I then asked for a copy of the policy in writing, which she also refused. After continuing to refuse any request I made and continuing to give me the run around, she finally hung up on me at about XXXX XXXX Clearly this was some type of fraudulent attempt to harass customers while rudely refusing to provide a reasonable escalation for her incompetence. 

I then searched the web for Discovers contact information ( Their website does not have any. ) and finally found a number of XXXX XXXX XXXX, which according to XXXX is not a working number. Further searching led me to XXXX XXXX XXXX, which a computer answered as Executive Offices. After selecting prompt 2 and multiple phone system transfers, my call was answered by XXXX. After looking up my account, she claimed that I was part of a review process and that she would get started on my complaint right away and that I should hear back in 5-15 business days. ( Again, this is not acceptable customer service by any reasonable standard!! ) She claimed that she did not know which federal agency regulated Discover Card, but she did finally promise to call me back as soon as she found out. ( At this point, and after being abused today by Discover Card, I have little faith that I will receive a call back. ) XXXX did provide me with what she said was her direct number of XXXX XXXX XXXX, saying that it was a small office and that anyone who answered would transfer the call to her.

Company response to consumer: Closed with explanation