Consumer complaint received 2020-06-28
Company: DISCOVER BANK
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Dear CFPB, My issue is with Discover Bank Financial Institution. 

I previously had 2 accounts with Discover, a personal Discover IT credit line and new business card account that I was approved for in XXXX with a combined credit line of over {$17000.00}. I also have a FICO score over 700 and have been a customer in Excellent standing since XXXX with Discover. With no late or missed payments. And zero fraudulent activity.

I WAS A DISCOVER CARD customer for over 4 YEARS! 

On XX/XX/XXXX, I could not log into my Discover.com Business online account to pay my bill. There was a message from the main webpage that I needed to contact Discover regarding my account. 
I called the number provided on my account page and explained to the CS representative that I needed to pay my bill and could not access my account. 
I was asked a series of questions to verify my identity and also had to recite back a coded number to the rep that was made to the cell phone number on my Discover account. 

After I verified who I was, I was then told that my Business card account and my online access was temporarily suspended because I needed to provide Discover with proof of who I am? 
-I was told I needed to download a form. 
-Have it notarized and sent to Discover.com -And the Department that locked my account would be notified. And that I had 14 days to send in their demands. 

I was also sent an email stating that I had 14 days from XX/XX/XXXX to send in the document or my Business Account would be closed. 

Discover Financial Bank, essentially threatened to close my account, even though I made the representative aware of the following concerns. 

I was " Expected to put myself at risk for contracting the COVID 19  virus  and Defy a Government mandated order to stay at home '' All in order to provide Discover Financial with a document " proving my identity ''.

The reason behind this request according to the representative was because " I updated my phone number ''. The same phone number I verified when I called. 
I was informed that they had previously tried to contact me regarding this issue. I informed the rep that I never received any written communication from Discover. I also informed the rep that I was able to log into BOTH my online accounts. Pay my bill and make changes to my accounts since XX/XX/XXXX. With NO correspondence from Discover. 

It wasn't until XX/XX/XXXX that Discover shut off my online access to ONLY my Business credit card. Where I was greeted with a " Contact us '' page. My Discover IT account had no such message.

I offered to send in PHOTOCOPIES of my government issued ID. I was told that DISCOVER did not want that information. It had to be NOTARIZED.

So, with great trepidation I did attempt to find a business that would notarize a document. The Governor of my state was transitioning to a Green Phase on XX/XX/XXXX. So, I still would have time to send in the documents within the 14 day window. 

What transpires next can only be described as complete bias on the part of Discover Financial.

Firstly ; I live in Pennsylvania. Which is in a Governor Ordered stay at home and statewide lockdown from the COVID-19 pandemic that killed thousands of Americans.

Secondly ; There are no business ' open that would notarize a document. Banks were closed with only drive through service. The local Post Office suspended all notary and passport applications. 

Discover Financial sent me an email and closed my Business credit card account on XX/XX/XXXX at XXXX. 

Discover Financial followed that by closing my Discover IT credit card on Sunday XX/XX/XXXX. 

I proceeded to contact DISCOVER on Monday XX/XX/XXXX. I spoke to a CS manager, her name is XXXX. I explained to XXXX everything that transpired to this point. XXXX agreed that there was no reason she saw to close my account. She also tried to reinstate my account but because it was locked from another department she was unable to do so. She also verified again that I was " flagged '' because I updated my Phone Number. The same number I already verified on XX/XX/XXXX. 

It is my belief that Discover Financial Bank is in violation of my ECOA Regulation B RIGHTS as a consumer and as a MINORITY. 
There was no just cause to cancel both my accounts when simply freezing them would have given me time to accommodate their request to " Prove My Identity ''. Even though when I PAID my DISCOVER statement over the phone from MY PERSONAL BANK ACCOUNT with the rep on XX/XX/XXXX, NO such ID was required. 

DISCOVER FINANCIAL never communicated in writing what they needed until XX/XX/XXXX VIA their WEBPAGE. They also did not give me sufficient time to gather the required documents, especially during a Global Pandemic.

It is my firm belief that I have been targeted by DISCOVER and their Card Security Division based on pure bigotry. I have been Subjugated to bully and intimidation tactics. And when I did not comply fast enough, had BOTH my accounts CLOSED.

Perhaps a FULL review of DISCOVER will bring to light the customers being targeted are XXXX. This information will be shared with the XXXX  and all social media outlets. I also support a Federal DOJ inquiry. 
Bigotry and ethnic bias will no longer be tolerated!

Because of this callous act by DISCOVER FINANCIAL My credit utilization will be reduced and My FICO score will also suffer.

Company response to consumer: Closed with explanation