Consumer complaint received 2019-01-31
Company: DISCOVER BANK
State: MD
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
I paid my loan bill which should have covered six months but then the loan services changed to a different handler and suddenly I was told I was behind. I then paid over 1200 dollars so I was ahead two more months. Suddenly I and my co-signer receiver received a note that within 30 days I would be in default for non payment. When I called Discover they told me they did not get my payment I immediately sent copy of the bill pay and proof it came out of my account. Then I received the following email below. ( 1 ) I called again on XX/XX/XXXX and was told they still could not find my payment. They asked for my bank statment and that I had to pay XXXX that evening or I would be in default. So despite my large payment and proof I had to pay even more. And I sent statement. I then got a second email today still not agreeing that I made a payment. And had to send more proof. I am turkey worried it will never be resolved. 

1. Call us immediately at XXXX to bring your Discover Student Loans account into good standing. Your total amount past due is {$610.00}. 

All of our previous attempts to resolve the delinquency on your account have failed. If you do not pay at least {$130.00} within the next 72 hours, your loan will default. 

Past Due : Minimum Due : Loan 18 {$610.00} {$130.00} Total : {$610.00} {$130.00} We want to work with you, and may have additional payment options, but it is imperative that we hear from you today. Call us immediately at XXXX. 

Our business hours are : XX/XX/XXXX - XXXX XXXX. - XXXX XXXX. ( ET ) XX/XX/XXXX - XXXX XXXX. - XXXX XXXX. ( ET ) XX/XX/XXXX - XXXX XXXX. - XXXX XXXX. ( ET ) XX/XX/XXXX - XXXX XXXX. - XXXX XXXX. ( ET ) Please disregard this e-mail if you have already scheduled your payment. 

Sincerely, XXXX XXXX Director of Operations Discover Student Loans Phone : XXXX This is an attempt to collect a debt and any information obtained may be used for that purpose. 

2.Thank you for your recent correspondence to Discover. To ensure your concerns are properly addressed, your email has been forwarded to my attention at the Executive Office of Customer Advocacy within Discover.

We appreciate you bringing your concerns regarding the payment you sent in the amount of {$1200.00} on XX/XX/XXXX through your bank. We would like to thank you for the payment you made on XX/XX/XXXX for {$140.00} to prevent the default of the loan number ending in XXXX. According to our records, you spoke with our repayment assistance department on XX/XX/XXXX, and was advised that in order to better help us locate the payment quickly, please provide the following information based on your payment method : Check : Please send a front and back copy of the cashed check or other documentation showing a check cleared your bank. If the check was converted to an electronic check, please include the payment amount, date the payment cleared you bank account, banks routing number, your bank account number and the check number sent to us. 
Third Party Bill payment : Please contact the company that sent the payment and obtain a copy of the cashed check or report showing how your payment was processed. This is commonly referred to as a remittance payment processing system report ( RPPS ). Please note, a bank statement showing you made a payment is not enough information. 
ACH / Wire : Please contact the bank that sent us the payment and obtain a tracer number typically 15-20 digits in length. You may also provide us with a remittance payment processing system report ( RPPS ). 

For faster processing and greater security, you may upload the documents using the Secure Document Upload feature. Please log into your account at DiscoverStudenLoans.com, follow the link for Secure Document Upload in the top, right corner of the Account Summary screen, and follow the on-screen instructions. Acceptable file types are : .jpg, .tif, .pdf, .gif, .doc, .docx, .png , .bmp. 

You may fax the documentation to XXXX or mail the documentation to the below address. 

Discover Student Loans XXXX. XXXX XXXX XXXX XXXX XXXX, UT XXXX We regret any dissatisfaction you may have experienced as a result of our attempts to contact you regarding the repayment of your loan via email. You may request to opt out of future emails by calling our repayment assistance department at XXXX. 

Thank you for allowing me the opportunity to address your concerns. Should you have any further questions, please feel free to contact me at the telephone number below. 

Sincerely, XXXX XXXX Executive Office of Customer Advocacy ( XXXX ) XXXX

Company response to consumer: Closed with explanation