Consumer complaint received 2020-10-25
Company: DISCOVER BANK
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On the XXXX of XXXX I woke up to an email from Discover concerning my checkings account. It said that they have noticed suspicious behavior on the account and instructed me to contact them immediately. Without hesitation, I contacted them with the phone number provided. I was asked a series of security questions, which I answered correctly and then they were able to access my account info. I was then informed that my account had been closed and they could not give me a reason why except that it was a business decision. I was severely distraught over this because my one and only source of income is my unemployment benefits of {$110.00} a week. I had been waiting on a deposit from unemployment for my backpay the entire two and a half months I had the account but had been receiving my weekly direct deposits from unemployment every week since opening the account in early XXXX. Never had any issues whatsoever, not even one single overdraft.. nothing! The day I was informed about the account being closed was a Sunday. Two days earlier, I spoke to someone at the unemployment office about my back pay and was informed that they were ready to send the deposit and to confirm my banking info. I of course gave them my account info from the Discover checkings account since that is where I had been receiving my deposits weekly since they approved me for XXXX unemployment benefits. I was shocked that they had closed my account without warning or even a single phone call to question me about the concerns that they were having. I went into a complete panic knowing that the backpay deposit was already processed and sent to that account so there was no way to reverse it at that point.. Although I was not confident that it would do any good after the conversation I had with the first rep I spoke with, I decided to call again to try and see what was happening and what I could do to resolve the issue. I spoke with a different rep that time, and a much nicer one to say the least, and after looking into things and speaking with her supervisor, she realized that the account was closed for basically no good cause and reopened the account within minutes. She informed me that although the account was reopened, I could no longer use the debit card I had for the account and would have to wait on one to come in the mail. I made a point to let her know that I was currently out of town and in XXXX at my mothers house so they would have to send the card to that address. She said that was no problem I would have the new card within 24-48 hours. I was so relieved and grateful that my account was open and I would be able to receive this money I have been waiting on for two and a half long and truly difficult months. However, they did not send the card to XXXX as I requested, they sent it to XXXX where I reside. I again called in and spoke with someone, explained the entire situation once again, and after apologizing for the mix up on their part, I was informed that they have canceled the card that went to XXXX and reordered another new card to send to XXXX which I would have in another 24-48 hours. At this point Im feeling a bit irritated with the situation but still optimistic knowing I can finally access my money in a couple days that is so desperately needed for bills, etc. The very next day, I wake up to yet another email saying there is suspicious activity on my account and to call immediately AGAIN. I thought omg what is the problem now?!! But again, I called, and again I answered multiple security questions correctly and access to my account was granted to the rep. Low and behold, my account was closed AGAIN!! Unbelievable!! Of course I was again told that it was a business decision and I would have to wait 60 days to receive my money by check in the mail.. at this point, Im just completely speechless and can not believe what is happening..and for NO REASON!! I of course called back to try and resolve the situation and get to the bottom of this and was told that the reason why the account was closed a second time ( get this ), is because there were two debit cards ordered in the same week going to two different addresses!! Now things are just unreasonably rediculous and Im in complete amazement at the treatment Im getting as a customer of theirs no less!! Now they have me on the phone with their fraud department.. now Im once again explaining everything thats happened to yet another rep. She says ok understandable, just send me a picture of your social security card and birth certificate. I tell her I definitely have my social security card but not sure about the birth certificate but I am driving at the moment so let me take a look and see what I have soon as I get back to moms house. An hour later, I call back and get another rep. Explain everything again. Inform them Im prepared to upload requested documents just tell me how to do so. They walked me through it, successfully uploaded documentation, they then transferred me to a supervisor. Explained everything AGAIN only to be told Im sorry your going through this but I need you to now upload a lease, tax documents or check stubs.. so I did! By that time shift changed. Now Im on the phone with another rep. Explained everything once again for the 50 millionth time thats happened up to that point and was then told that he sees that I have uploaded the documents and he will forward this case to a supervisor and reach out to me with a decision within the hour.. that was going on 24 hours ago.. 
Now with all that being said, let me explain my situation a bit so you can fully understand how this whole mess was initiated. Im originally from XXXX, my whole family still resides in XXXX, but my sister moved to XXXX a few years back and I decided to relocate and move in with her Around XXXX or XXXX of last year because she was out there all alone and struggling to pay bills. I am XXXX so XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  type work so I can work from pretty much anywhere. When the pandemic hit, work ceased completely due to the social distancing order, so when the XXXX unemployment benefits became available, I filed a claim for XXXX benefits. For several months I certified for benefits every week but didnt receive a single penny until late XXXX. By that time my sister and I had several months worth of unpaid rent and bills of every kind so we were in desperate need of that money. The weekly benefits helped but they were nowhere near enough to climb out of debt completely so the retroactive backpay was and is still desperately needed. In early XXXX my mother contracted XX/XX/XXXX and I immediately came back to XXXX to help care for her. She fought for a long time but recently passed away due to complications of XX/XX/XXXX. That is why I was out of town for the last few months and that is the one and only reason Discover bank closed my account. Simply a red flag in their system from me receiving unemployment benefits from qwww XX/XX/XXXXand currently Im in XXXX temporarily. They did not even do much as ask me why I was here or give me any opportunity to show them proof of of what I am saying. I have to bury my mother next week and can not even buy myself a suit. I also have XXXX daughters ages XXXX and XXXX that I am raising alone. This whole experience has caused me unthinkable grief in the midst of an already devastating situation on multiple levels.. This is truly an outrage that this bank can legally even do something so devastating to a customer of theirs who voluntarily trusted them with their own money only to have them keep it from me and deny me access to my own money without good cause and someone needs to answer for these rediculously cruel and heartless actions.

Company response to consumer: Closed with explanation