Consumer complaint received 2023-06-29
Company: DISCOVER BANK
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Problem lowering your monthly payments

Complaint:
To Whom It May Concern, I would like to submit a complaint about Discover Credit Card services. They have repeatedly made it sound as if there were options other than what I was already working with when those options were not available. This issue started when I missed a payment earlier this month due to my hours having been reduced and not having the ability to make the payment before the due date. I had been planning on paying the overdue amount as soon as I was able to later in the month.

Shortly after the missed payment, I started receiving calls from Discover a minimum of 3 times each day. When I listened to the voicemail, the message had stated that there were money saving options if I reached out to them to discuss it. I reached out through chat on XX/XX/XXXX  and spoke with XXXX. 

During my conversation with XXXX I had explained my situation and she ignored my original request for information about the options mentioned in the voicemail. She repeatedly pressured me to set up a payment plan without actually answering my question. I had to ask more than once for an explanation of the options. Once she finally addressed the question I was told I was already on a plan and there were no options. The only option offered at this point was to pay the past due now and the rest by the next payment date. When asking about why there were no other options and was informed that once a program is accepted there are not any other options. 

At this point I was also told that my payments would go back to {$190.00} after the current amount was paid in full. This was higher than my prior payments and when I questioned it and asked if there was a supervisor to review the account, I was told that the payment fluctuates with the balance and she was an account manager and there was no one else to review the account. 

I then brought up Discovers late payment forgiveness program since I dont believe I had missed a payment prior to this and was told they would forgive the fee if I set up a payment with them now. This was after I had already explained that I could not make a payment at this time. 

Finally I planned to submit a complaint since they would not allow me to talk to a supervisor and I felt the voicemail that was left was misleading. Once I mentioned this to XXXX she finally transferred me to a supervisor. I then spoke with XXXX who offered to remove the interest fees and late fee for the previous month. This was only allowed if I were to set up a payment at this time. This would have assisted a small amount but would not have changed the amount the payment I was having trouble with would be. I asked about any types of options to make future payments more affordable and was told again that there were no other options. He also suggested splitting the payment due up over multiple months but I would incur late fees each month if the account was not brought fully up to date. 

At this point he also pointed out that I could pay extra on each payment to make the principal reduce faster. This felt like a foolish statement as I was already having trouble making the minimum payment. They continued to try to get a payment set up and I had looked away for a minute to check something to see what I could do when the chat was ended abruptly. 

My Second conversation with Discover was on XX/XX/XXXX  when I tried to confirm that my account was eligible for the late payment forgiveness when I would be able to make the payment. I reached XXXX who transferred me to XXXX since my account was on a payment plan. XXXX then proceeded to tell me that in order to see if I qualified for a different payment plan they could drop my current plan and check. They also continued to pressure me to set up a payment when I had said I could not make one at the time.

The same credit was offered and I was told it would not lower the minimum payment due. I agreed to trying to change programs and see if a better option was available. There were no other options and I was not able to be put back on my current plan. 

When I reached back out on XX/XX/XXXX  after receiving another voicemail stating there were options, I was informed by XXXX that you are not able to be put on a new program within a year of having been on one. This means that the prior associate I spoke with falsely offered me a chance to change my program when that was not an option. If the prior associate XXXX had not offered this, I would not have ended my payment plan and would have done my best to get a payment in before the upcoming due date. 

This complaint is being submitted due to the deceptive practices used by Discover in trying to get me to contact them as well as the blatant lie about what options there might potentially be if I ended the program I was on at the time. Attached as supporting documentation is a copy of the transcript from all 3 chat conversations as well as images of the chat screens. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief