Consumer complaint received 2023-07-10
Company: DISCOVER BANK
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
This complaint is about Discover closing my Discover It card with the vague reason of being " unable to verify personal information '' even though I have promptly submitted to them my ID verification signed by a licensed notary in a local bank branch. 

On XX/XX/2023, I received an identity verification request from Discover asking me to submit an ID Verification form signed by a licensed notary in two weeks to prevent card closure. Only after one day, I visited a local bank branch, get the form notarized, and submit it to Discover 's website. In the email requesting this document, Discover told me that they would give me the result of this verification in two weeks.

In the following two weeks, I received absolutely no feedback from Discover. When I called to inquire about the progress of this ID verification, the agent told me that the company did receive the document but, due to the large amount of ID verification going on, has been failing to meet the two-week promise of feedback. " That's not a problem at all '', I said to her because I just wanted my form to be verified so I could continue to use my card. My Discover IT card is my first card and I wanted to use it to help build my credit, so I sincerely wish to continue to use it. 

I had never heard from Discover about this ID verification until today, XX/XX/2023, when Discover suddenly sent me a letter stating that they had made the decision to close my account due to the inability to verify my personal information. The letter provided no other reason, and neither any detail on why they could not verify my ID. Shocked and confused, I called Discover Customer Service for an inquiry. The person to whom I was transferred, who claims that she was in charge of closing accounts, coldly and impatiently provided me with the exact same information in the letter I received. I asked her which part of my notarized form had a problem, and she replied, refusing to say one more word about it : " That's all the information I get here ''. I told her that they could have told me which part of the document was not meeting their requirement so I could re-submit it, and she told me that that was impossible because their team took more than two weeks to review my document, so the result becomes final when it comes out. By saying so, she affirmed that it was the company 's reviewing team, not me, who deprived me of the opportunity to re-submit the document. Lastly, she yelled at me and ask me to STOP TALKING while refusing to provide any further information about why my card is closed without a clear reason. 

Hence, Discover closed my card, without providing a single clue why my card was closed. I responded to Discover 's ID verification request the day after they sent me the email. In contrast, Discover provided me the result far past due, while not allowing me to have any other option but to accept their arrangement because of their own failure to review my document on time. Although Discover stated that I can re-apply for their card, it is predictable that I will face the same situation of being requested an identity verification, and have my second card closed due to the same vague reason.

Company response to consumer: Closed with explanation