Consumer complaint received 2019-06-24
Company: DISCOVER BANK
State: FL
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/XXXX, I received a voicemail from Discover 's " fraud department. '' All I did was add an external checking account to my Discover account. I reached out to Discover immediately to inform them that I added the external bank account. However, it was too late. Discover had already deactivated my online access. 

I've had one Discover login to manage both my Discover credit card and Discover bank accounts for several years. Everything has ran smoothly up until 10 days ago. 

After Discover took the step of deactivating my online access after mistakenly detecting some kind of fraud on the account, I had to spend an hour on the phone trying to reactivate it. After following all the steps and suggestions on the phone. There is an error after I log in with the account. I can see the accounts listed, but there is an error message next to each account that said : " verify this account. '' Any link that I clicked on including " verify this acount '' led to an error page. All of the links inside of the online account led to error pages. 

I reached out to Discover by phone and chat immediately to let them know what's going on. I can't access my accounts. I can not do anything with any of the accounts. It's very frustrating. I was told on the phone that " headquarters '' would be working to fix it. 

Over ten days later and there has been no communication what-so-ever from headquarters. No e-mail. I'm traveling overseas right now and e-mail is the best way to reach me. But no other form of communication from DIscover. No solutions. It hasn't been fixed. 

I've chatted multiple times. There is something bizarre with Discover 's chat support. I send a message and then verify my account info. Then I don't get another reply from Discover 's support agent for another 20 minutes. After 15 minutes the chat times out. It has nothing to do with the Internet connection, it's that literally the support agent is taking up to 30 minutes to reply. It's like there is one person trying to service 300 support requests at the same time? What is going on with Discover? I've never seen such poor online customer support in my whole life. 

On XXXX, the official Discover account asks me to open the chat and the whole thing repeats. I verify my account through chat, and then it takes 20 - 30 minutes to get a reply from the agent or no reply ever comes. This problem that is not my fault, and caused by Discover never gets solved. I wish I could be compensated somehow for how much time I've wasted trying to get it resolved. It's so crazy. 

I've called twice on this issue. Each time I can get through to their U.S support, which is good. But again, each time they say they've reported the issue to their headquarters and there is nothing else they can do at all. 

On XX/XX/XXXX, I got an e-mail from Discover with a temporary password. I thought for a moment that they finally fixed the issue and I could now log in. But I try to log in with the temporary password and it doesn't work. 

I'm so disappointed by the lack of communication, lack of a solution, and the fact that this whole thing was caused by a mistake by Discover just for linking an external account to Discover. I've never seen anything like this before, and never experienced any problem like this before with any other financial company. 

Since I received the temporary password today, I also can't log in at all.

Company response to consumer: Closed with non-monetary relief