Consumer complaint received 2018-01-12
Company: DISCOVER BANK
State: TX
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 Discover Card Services Team, I would like to initiate a complaint in regards to recent information that was erroneously and negligently given to me by the Discover team, which led me reach very high levels of debt with my Discover Credit Card, which unfortunately change my course of decisions related with this matter. 
My name is XXXX. and until recently, I truly never had any issues with my credit card, my limits or even my credit score. I have a friend that has owed me money for the past couple of years. Because my house sustained damages during the most recent Hurricane Harvey in XXXX, TX where I live and since he is currently living outside of the United States. He suggested paying me back using my credit card debt I had with Discover CC on the last month of XX/XX/XXXX. 
Since I am not an expert in financial matters, I contacted the Discover Call Center on Sunday XX/XX/XXXX and spoke with XXXX, I explained to him the situation I was in. He agreed that I should and could give my friend my credit card number in order for him to make payments on my behalf to my account. He placed comments and notes to document on my file in case anyone wanted to review my case or update any information. At this point, I called my friend and gave him my card number and he made a full payment of my Credit Card debt for {$9600.00} on XX/XX/XXXX, which Discover acknowledge received payment through email on the XX/XX/XXXX. My CC limit was {$10000.00}. 
Because everything was pay off but I still did not have any cash to fix my house, my friend suggested to request cash advanced to get some cash, not only for me but also for him since he does not have either access to any cash. On Sunday XX/XX/XXXX, I called Discover again and I spoke with XXXX from Illinois, I explained to her that my friend had paid all of my CC debt and again she confirmed my XXXX balance, so I told her my plan of requesting a total of {$20000.00} cash advanced in 4 weeks time to get cash to fix my house ; she placed me on hold for a bit, only to return a few minutes later to inform me that everything had been approved. She even made comments of casual nature, stating how nice my friend was, which put me even more at ease. She provided the XXXX XXXX XXXX information in XXXX where I could go and get the first {$5000.00} cash advanced out of my {$5500.00} cash advance permitted on my credit. After I explained again to XXXX my intentions and she stated that she could see the previous comments and notes on my account and that she was also documenting the new cash advanced authorized and approved for me to proceed. At this point I still felt secures and protected because Discover had approved and authorized the transactions and everything was documented on my file. I received the first cash advanced on XX/XX/XXXX, after XX/XX/XXXX. My friend transferred money from his account on XX/XX/XXXX in order to satisfy the payment of the first cash advance. Later that same week I called yet again, to verify that everything was in order. I spoke with operator and additionally I received a confirmation email from Discover stating payment of the amount of {$5400.00} had been received and postdated on XX/XX/XXXX under confirmation number : XXXX and that it had been applied to my CC account. It was my first cash advance for the amount of {$5000.00}, plus the {$250.00} cash advanced fee and {$220.00} doctors appointment payment. Up to XX/XX/XXXX Discover have not said anything else about the first payment made on my CC on XX/XX/XXXX from my friend. 
The following week on Monday XX/XX/XXXX I went again to XXXX  XXXX XXXX to get my second cash advanced approved transaction for {$5000.00} plus the fees and {$2400.00} medical payment for a total of {$7600.00}, which I also received an email from Discover that it has been paid under confirmation number : XXXX. Not happy with only the email I contacted Discover again and again I was informed the payment had been received and the payment had been applied to my account. 
On XX/XX/XXXX I went to the XXXX store and tried to ship a package and my Discover Card was declined, even though I had recently received a statement that my Credit Card account balance was {$0.00}. This was a complete surprise to me since nobody has called, texted or emailed me. Upon returning to my office, I call the Help Center and my call was transferred to Verification, which was answered by operator called XXXX. He was extremely rude and condescending, and after speaking to him for a few minutes it was obvious to me that he didnt even read the notes and comments on my file that apparently everyone else had access to. He did not even know that I was not me making the payments from my own account. He treated me like I was a delinquent and he demanded that my friend should get in touch with them to verify his accounts. I would ask you that you review this conversation, even if its for training purposes. I can assure you that I have never experienced this kind of service or treatment from any customer-facing company like Discover with whom I have impeccable records for a long time. I offer this gentlemen my friend phone number, which he refuses in a very mean way. 
A few days went by and nobody from Discover contacted me. However, I received a letter in the email stating that Discover can no longer satisfy my needs anymore and to please destroy the credit card and send back to them. If there was an issue with the first transaction and payment, how come Discover authorized the first cash advanced and furthermore the second cash advance was allowed? My credit limit would not have allowed for the first or second cash advance if they payment of {$9600.00}, have not been successfully received and applied the first time. 
Of course, I am shock. I have never done anything inappropriate nor illegal. When I was not sure of a proper course of action, I called your offices to seek guidance. If you review my file and listen to the recorded conversations for training purposes you will see that the only reason why I preceded with the cash advances was because the staff and leadership of Discover informed me it would not be a problem and it was approved. 
I will begin that payment of the starting balance of what my initial balance was {$9600.00}. However, I will be reaching out to other entities and private parties in order to look into this further. I feel misguided, mistreated and ultimately penalized for something that is not my fault. I have deposit to my friend the two cash advanced that he needed and I have physical prove of that in case Discover want to follow up the information. I felt everything was inappropriately managed and in a very negligent manner. 
I have sent this letter to Discover last XX/XX/XXXX and they interpreted as I want them to reopen my account, which is the least on my mind. I do n't want to deal with Discover ever in the future. But some how I am having difficulties making my payments for the high amount that I would n't have if they were checking and doing their job properly. I talk to a financial lawyer and after checking all the information he is assuring me that my case is a clear case of negligence from their side, since It would n't be possible to get any cash advanced since my CC limit was {$10000.00} only- Please advise since I lost all my confidence in the system. 

Thank you

Company response to consumer: Closed with explanation