Consumer complaint received 2021-03-10
Company: DISCOVER BANK
State: MN
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
I had a chargd off credit card debt with Discover Card in the amount {$1800.00}, which was sent to their third party collection agency, XXXX XXXX XXXX, XXXX. ( Address : XXXX XXXX XXXX, XXXX XXXX, XXXX, MN XXXX ; Phone number is XXXX ). I made a payment in full on XX/XX/2021 to XXXX XXXX XXXX to pay the account in full. I was then advised by XXXX XXXX XXXX to e-mail them copies of the cleared check and a screen shot of my bank transaction history showing that the payment of {$1800.00} had cleared my bank. I e-mailed this information to them on XX/XX/2021. On the same week of XX/XX/2021, I made several phone calls to XXXX XXXX XXXX and to Discover Card ( Phone number for Discover Card is XXXX ). On these phone calls, I was assured that XXXX XXXX XXXX had approved the closure of my file with them, they would send a dismissal notice to XXXX County conciliation court, and then send the closed file to Discover Card. In speaking to Discover Card multiple times, I was assured that they did show the payment had been received, but they could not update my account as " closed - paid in full '' with the credit bureaus until they received the closed file from XXXX XXXX XXXX. On XX/XX/2021, I spoke to XXXX at Discover Card ( phone number XXXX ) and she attempted to reach out to XXXX XXXX XXXX to get the closed file from them so that Discover Card could update the credit bureaus that my account was paid in full and closed. The call then became disconnected for unknown reasons. I then called back and spoke to XXXX, who refused to understand the issue and what I was asking of him. He became threatening and rude -- and refused to answer my questions -- when I asked if the call was being monitored and recorded. After nearly one hour of speaking to XXXX and getting nowhere with his abusive language to me, his refusal to help resolve the issue and his inability to answer my questions directly on the debt collection practices of Discover Card, I was then transferred to a supervisor named XXXX. XXXX began screaming at me at the top of his lungs, at which point I could neither hear nor understand him. He asked me " were you abused as a child? Are you always a bully? '' and began hurling abusive and derogatory terms at me regarding my gender identity. XXXX then terminated the call without telling me what he would do to resolve the issue to get the debt reported to the credit bureaus as closed and paid in full. I then called back, got XXXX again, who immediately transferred me back to XXXX. XXXX then began verbally abusing me again, using language to degrade me and accuse me of being a bully and telling me that I was inept and not listening to me. XXXX refused to tell me, once again, what he would do to resolve the issue of updating the debt as closed and paid in full with the credit bureaus. XXXX, again, screamed at the top of his lungs at me to tell me that I needed to " shut up and listen, '' at which point he terminated the call.

Company response to consumer: Closed with explanation