Consumer complaint received 2023-02-16
Company: DISCOVER BANK
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
My name is XXXX XXXX. 
Discover card number XXXX. 

On XX/XX/2023, I received an email from Discover ( see attached ) : On XX/XX/2023 your automatic payment will be processed from your bank account ending in XXXX. 
On XX/XX/2023, I received an email from Discover ( see attached ) : Your payment of {$45.00} posted to your account on XX/XX/2023. 
On XX/XX/2023, I received an email from Discover ( see attached ) : Thank you for your interest in the DirectPay Program, one of the most convenient ways to pay your Discover card bill. Your financial institution recently informed us that either an invalid account number was provided or the account is closed. In either case, we are unable to process your scheduled payments and your enrollment in DirectPay has been canceled. Please refer to your monthly statement to determine the payment due date going forward. 
It should be noted that no change has been made on my side, between XX/XX/2023 and XX/XX/2023. 
On XX/XX/2023, I received an email from Discover ( see attached ) : A payment ( s ) was recently made to your Discover Card account using a bank account ending in XXXX which returned unpaid. Due to the return ( s ), the bank account noted above will be restricted from setting up payments for any Discover accounts until you contact the bank holding the account noted above to resolve this issue. Once resolved, you will need to contact us if you would like to continue to utilize this bank account. Any payments scheduled for a future date using the bank account ending in XXXX have been canceled. Since any future payments leveraging this bank account have been canceled, please be sure to pay at least the minimum amount due, reflected on your monthly statement. Once you have resolved any issue with the bank holding the account referenced above please call us at XXXX ( XXXX ). 
On XX/XX/2023, I forwarded Discover email from XX/XX/2023 to my BankXXXX XXXX XXXX ( see attached ). 
On XX/XX/2023, I received an email from XXXX XXXX  ( see attached ) : Thank you for reaching out. Im sorry to hear about the trouble youre having with your autopayment. However, I just checked your account and looks like you have sufficient funds and the account is active. Not sure why it was returned. I do see two ACH debits on XXXX, meaning the account is active and processes payments. You might want to reach out to Discover and see exactly what went wrong. 
On XX/XX/2023, I set up a new online payment using the same account and received an email from Discover ( see attached ) : XXXX XXXX, thank you for adding bank accounts for online payments. As requested, the following bank account ( s ) have been added for online payments to your Discover card ending in XXXX : XXXX XXXX XXXX account ending in XXXX. 
On XX/XX/2023, I posted manual payment for the full outstanding balance and I received an email from Discover ( see attached ) : XXXX XXXX, your online Discover card payment is scheduled. Here 's the info we'll be using for your payment. 
On XX/XX/2023, I activated auto payment and received an email from Discover ( see attached ) : XXXX XXXX, you're signed up for automatic payments through DirectPay. Now that you're signed up, you'll automatically pay your Discover card account ending in XXXX. Please review this information to make sure we're all set. 
On XX/XX/2023, I received an email from Discover ( see attached ) : You're making automatic payments. On XX/XX/2023 your automatic payment will be processed from your bank account ending in XXXX. 
On XX/XX/2023, I received red flag notices and significant credit score reductions from all credit bureaus in the country, stating that on XX/XX/2023, Discover reported a 30 day delinquent to my account. 
On XX/XX/2023 Immediately after receiving the devastating news, I submitted a new payment ( see attached ) online. I also reached out to Discover customer service who were extremely unhelpful and couldnt get access to all the above records. Both account manager and supervisor couldnt find an explanation why the scheduled payment set for XX/XX/2023 nor the auto payment scheduled for XX/XX/2023 as evidenced above didnt come through. They also confirmed that the new payment I submitted on XX/XX/2023 will go through within few days. 
On XX/XX/2023 I went online, and was surprised to see that XX/XX/2023 payment disappeared from the online system. I immediately posted another payment and received another confirmation email from Discover ( see attached ). I also called customer service. Account manager couldnt see XX/XX/2023 payment in the system. She said that XX/XX/2023 came through, supervisor confirmed it was not true! This time the supervisor admitted that XX/XX/2023, XX/XX/2023, XX/XX/2023 were deleted by the system. Deleted not declined!!! She tried to explain there is some hold on my account that probably causes this default. She cancelled all open payments and autopayments so I can pay the open balance using my debit card ( confirmation number XXXX ), an option that was never offered to me before. Now, more 12 hours after a successful debit card payment, the balance remains open on Discover mobile app. 

During all this time I never received another notification from Discover stating that my payments are or will be declined. I only received positive emails confirming upcoming payments and couldnt suspect their system will just delete them without notifying me. And why would I suspect knowing that I pay thousands of dollars each month for my major credit cards using the same account? 


XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY, XXXX XXXX XXXX

Company response to consumer: Closed with explanation