Consumer complaint received 2023-06-13
Company: DISCOVER BANK
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
I received one letter from Discover XXXX  card ( approximately XX/XX/XXXX ) company stating that if I do not use my card, it will be closed due to inactivity. I proceeded to try & use my card within the timeframe they given, and the card was declined/locked. I called discover for them to unlock my card and they informed me I need to do account verification first. I sent in the proper paperwork with my statements and a notarized form. Calling a few weeks later, because my card was still locked and the inactivity date was approaching. they then mentioned on the phone the notary I used was not acceptable and it had to be from a banking institution such as XXXX etc. The woman on the phone then gave me an extension to get it properly notarized. I then went to chase had it notarized and sent in via Discover XXXX I called the next day to make sure they received it and it was confirmed. I was then under the impression someone would get back to me to state my card was unlocked & ready to use. A few weeks pass by and the account was officially closed. I was never notified via email text message, phone call or letter by mail that they closed my account due to incomplete notary. I spoke to several different department on numerous occasions, following the error that was made on their behalf. Finally reaching to a supervisor named XXXX she stated that my account was closed in error and that she will re-open it once she verified my second notary. I never heard back from her, so I proceeded to call back again. I spoke to another representative stating that the decision they made was final, and they will not reopen my account. My card with Discover was then reported to the credit bureau. Bringing us to XX/XX/XXXX I contact XXXX from customer advocacy. She informed me she will start an investigation and get back to me. Today XX/XX/XXXX she informed me her investigation was final, and the decision for Discover was correct. It clearly states on my account it was closed in error. She proceeds to tell me my account was closed due to improper documentation. In addition to me speaking to XXXX, XXXX states XXXX told me it will be reopened over the phone. XXXX never informed me that it was re-opened or else I wouldve use my card to avoid the closure. Regardless, a proper letter or email should have been sent stating what we discussed on that day, and that my card was ready for usage. I stated to XXXX I was never informed via email or a letter in the mail that my account was reconsidered and able to be used. I come to find out after speaking to another representative named XXXX that works in XXXX office on XX/XX/XXXX to the XXXX. They gave me that timeframe to use my card when in reality I was under the impression my card was still unable to be used due to never being told I have from XX/XX/XXXX to the XXXX to use my card. XXXX continued to give me a hard time & talk in circles. I asked her how does a company close and reopen a customers account and not notify them she was unable to answer that question. Discover XXXX  card company illegally closed my account without proper notification twice.

Company response to consumer: Closed with explanation