Consumer complaint received 2023-03-17
Company: DISCOVER BANK
State: MI
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 with Discover Financial Services. On or about XX/XX/XXXX my charges went over the limit. I immediately reached to Discover to setup payment arrangements and get the card back into good standing. I complied with all setup direct pay program so the payments would automatically deduct. Part of what caused the overage at that time was identity theft causing additional costs and restructuring of my banking accounts. I moved my banking at that time to XXXX from the credit union. I remain a client of XXXX to this day. The latter action allowed me to maintain my account with Discover along with a program suggested and offered by Discover. 

I have requested a copy of the program agreement over and over and to date still have not received the copy of the communication. When I signed up with the program I spoke to the representative several times to get clear. The agreement set a specific payment over 12 months to assist in making sure the account was back into good standing which occurred. I made these payments for the 12 months on time. What I was told by the representative who signed me up was that during the timeframe of the agreement I could not make any charges. As I stated my goal was to payoff my account so this was not a concern. Fast forward, I made all of the agreement payments and paid down this card over the past 3-4 years in good standing where it moved from XXXX balance to appr. XXXX after I paid them a lump sum payment of about XXXX in XXXX. 

I contacted the servicing center about XXXX things. To find out why the card was not functional and I wanted to add my my oldest child due to the fact that under XXXX  I was hospitalized in XXXX and I did not want to have any issues should anything occur with my health. During this call, I was told that my account was suspended? I was never told my account would be suspended for the program agreement. I was told that I could not charge. In addition to this, I was told that they were reviewing my XXXX XXXX report in order to consider the account being reactivated. Needless to say I was livid and floored. I also shared with the representative that not only was XXXX XXXX in a national lawsuit but I also have been working with an attorney to clear incorrect and false information. 

Then on XX/XX/XXXX I found a correspondence from Discover that based on information from a credit report that they would be closing my account. I have been a Discover customer for almost 8 years and worked with them accordingly to handle my accout responsibly. This complaint is based on the following : XXXX. For a national credit card lender to provide false and incomplete information as it relates to a credit account and program which causes damage to a consumer should not be allowed. 
XXXX. For a consumer to perform correctly in paying and bringing down debt with a temporary program that is used by the credit provider to permanently affect a consumers credit without proper disclosure and documentation should be illegal XXXX Credit providers should be held by law when they receive a complaint ( which I did sometime between XX/XX/XXXX and present where I requested a copy of the original agreement which was electronically executed back in XXXX ) and for the lender to just ignore consumer requests again should be illegal. 
XXXX. Where credit lenders can unilaterally hold a consumer 's account XXXX based on non-disclosed evaluations. If I had not called Discover I would have never known that about these credit evaluations through XXXX XXXX ( no documentation about any reviews had ever been issued to me the consumer ). 

I am asking for a reconsideration in closing my account and that the CFPB investigate this complaint based on consumer protection laws. Discover has taken auto pay as recent as XX/XX/XXXX for my account which had a balance of XXXX per my statement sent on XX/XX/XXXX with the next {$20.00} to be deducted as it has been every month for years. 

Thank you,

Company response to consumer: Closed with explanation