Consumer complaint received 2023-10-04
Company: DISCOVER BANK
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Good day. I am writing concerning an account I have with Discover. I have a Discover Home loan as a XXXX mortgage since XXXX along with a personal loan and credit card from XXXX. I have the ease & convenience of accessing both my credit card & personal loan via their app. The XXXX mortgage portion however, has been proven to be impossible to navigate due to the complexities implemented by Discover which has not & refuses to combine this account on the app as well. I have attempted countless times to access my home loan account online directly via discover.com only to be advised my credentials are invalid & I would receive a reset of my password via email ( never received ). I have even tried to start a new online account only to be rejected from that as well that my email password combo is also invalid ( see pics ). Calling into their offices puts you through automation XXXX, for a lack of a better terminology, & you never get through to anyone. I have been working XXXX hour shifts everyday since the beginning of summer at my own call center job so spending time on the phone is not an option thus why I have been frantically trying to get online to make payments & reset the auto draft I previously paused. 

In XX/XX/XXXX, I mailed in a check that was payable for triple the payment to cover my XXXX XXXX & XXXX payments. I was expecting to make the payments for those XXXX months to be covered which is why I paused the auto pay Id had set since the inception of the loan. Discover applied, without my consent, the extra amount to my principal balance despite being asked ( twice ) to pay it towards my monthly. I placed calls in both XXXX & XXXX speaking directly to representatives who promised the issue was resolved and I was safe. My next payment was to be the XX/XX/XXXX due date. Those same reps however could not assist me with the online issues Ive been having. Instead, Id get transferred to the online dept. in an endless hold upwards of XXXX minutes to either have to return to work or be disconnected. Theres apparently no direct contact number for their online department either as Ive looked diligently through many many pieces of paperwork. Recently I received notification from all XXXX major bureaus that Discover has reported me as 30 days late on my credit reports drastically decreasing my credit scores. I am now receiving late notices & large envelopes threatening to take over my home instead of helpful information to actually pay them on time as Ive always done & in a streamlined simplified manner. Its almost as if theyre more interested in foreclosing on me then allowing me to pay whilst damaging my good to excellent credit. 

I am requesting for the 30 day late to be removed from my credit reports. I am also requesting to have the ability to easily access my XXXX mortgage online and/or via app with the same ease and convenience as I have with my credit card & personal loan. My other accounts have never been late & are in good standing. This comes across as predatory lending & assasination of my excellent credit. The disallowance of not being able to get, receive a reset nor have anyone assist over the phone does seem deliberate & predatory. I have been a well established & good paying customer to Discover for all of my accounts with them. It strikes odd that the Discover Home loan is the only one that has the most to gain & is the most difficult to tend to. Discover is ruining me by destroying my good standing with other lenders & even freezing my credit card with them. I want everything to be restored & to go back to making my timely payments with ease & simplicity.

Company response to consumer: Closed with explanation