Consumer complaint received 2018-04-02
Company: DISCOVER BANK
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
In early XX/XX/2018 I called the Discover XXXX number to speak with a customer service representative. I inquired on the steps I would need to take to request an increase in credit since I had made all payments on time each month for the past year. I currently had a limit of {$200.00} ( that I had paid for a year ago ) and was told that I would need to show {$2300.00} in my bank account in order to request the max limit of {$2500.00}. This CSA told me that Discover would withdraw the funds from my account and return within 8 business days after the credit limit increase was completed. I waited a few weeks to call back and complete the application over the phone. The second CSA told me the same information, that I would receive a check in the mail within 8 days to refund me not only the {$200.00} I previously paid a year ago but also the {$2300.00} that would then be withdrawn from my checking account if I am approved for the increase. She then asked me many questions and submitted my request. I was approved for the max amount and was excited to receive this increase as I was in the process of building my credit. This limit increase from Discover definitely increased my credit FICO score and I was happy with my decision. I waited a few weeks for my {$2500.00} check from Discover to arrive. I had not received it so I contacted their customer service line for a 3rd time. This CSA encouraged me to be patient and made it very clear that my {$2500.00} check was on its way. I then waited an additional few weeks to all back again. This time, the CSA informed me that I've been given false information by previous reps and that I would need to wait a full year for my account to graduate to an unsecured card or either close my account and then the check would be sent to me. Her manager also reiterated the same thing. I declined because I had no reason to close this credit card account and have to endure a major credit score drop. I was extremely mislead and and deceived by Discover CSA 's. I reached out to corporate a few days later to file a complaint. The account manager informed me that he would need to investigate the previous calls and get back to me on how to proceed. I finally spoke with this same guy after two weeks. He admits to me that he listened to the calls I had with the CSA agents and confirmed that I was given false information and that I would not get my money back. He offered me a {$100.00} credit to the account and said that he would be sure that these agents received coaching to be made aware of the processes and guidelines that Discover has. I declined the credit and informed him that I would escalate matters. I truly hope that the Federal Trade Commission resolves this issue and has Discover send me my {$2500.00} back instead of keeping my money. I have been completely mislead into requesting this increase and am not ok with them keeping my money.

Company response to consumer: Closed with monetary relief