Consumer complaint received 2020-04-10
Company: DISCOVER BANK
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I've held and maintained an account and a good relationship with Discover Credit Card for almost 3 years. My experience had been so good that I opened a savings account with them, and decided to close my savings account with my current bank that I've been with for over 10 years, to give Discover a try and now I am regretting my decision. I've always had an awesome relationship with this company up until recently. On last Thursday XX/XX/2020, I logged on to the app portal from my phone to change my upcoming payment date from XX/XX/XXXX to XX/XX/XXXX. That day it successfully changed my payment date. I later logged back on to check the balance of my savings account and seen that my payment date for my credit card was changed back to XX/XX/XXXX. I then placed a phone call to the customer service department on XX/XX/XXXX to advise of the issue and to not draft my payment on XX/XX/XXXX as I wouldn't have any money in my account due to the fact that I am barely working because of the COVID-19 Pandemic, that representative that I spoke with told me that he couldn't help me and that the department that I had to speak with was already gone for the day. So, on XX/XX/XXXX I called back and spoke with another gentlemen and he stated that he couldn't help me as well and that my payment wouldn't be processed until after XXXX EST. I explained to this representative that I didn't have the money and I desperately needed this payment stopped, and that I originally tried to do so through the portal, and he explained that he seen where I logged in but unsure as to why the payment date didn't stick. And, again stated that he couldn't help me. I explained that I'm a faithful customer who makes all of my payments on time, ahead of time and that I didn't want this to mess up my account with them nor with my bank where the payments were scheduled to be drafted from. Still to no avail he was no help. On XX/XX/XXXX I checked my bank account and seen that I was charged an overdraft fee of {$31.00} in which I was trying to avoid because I am in the process of purchasing a house. I, immediately called Discover and explained the situation once again to a 3rd representative and she informed that it was nothing that she could do and that the system will automatically try again, in which they did and caused me a second overdraft fee of {$31.00} with my bank. I called back and spoke with several representatives ' who couldn't help me. The last rep I spoke with on yesterday, Thursday XX/XX/2020, she assured me that she would have the call listened to and get back with me. On today, Friday XX/XX/2020 an agent by the name of XXXX XXXX contacted me, whom was rude and over talked me, stated that she listened to the call and unfortunately since I didn't call at the proper time there's nothing that she could do about it, and I explained to her that I took all necessary steps to stop the payment before coming out she still was adamant and basically blaming me. And, now I am stuck with a bad history with Discover in which I didn't want, and two overdraft fees with my bank that I can barely afford due to my working conditions. I really love my account with Discover, never had any issues, and hate to leave them, but after this experience I am wanting to pay this account off and close it. This has caused great stress to me being that I am in the process of purchasing my first home, and having a negative mark with my bank and credit card company is very stressful.

Company response to consumer: Closed with explanation