Consumer complaint received 2020-10-15
Company: DISCOVER BANK
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
The last four digits of my new Discover it card number is XXXX. 

I called the bank a couple of months ago in XXXX, provided the bank with my temporary overseas address so they could send me my credit card. The manager from the credit card department at the time put the wrong address in the system due to which the card never arrived. 
On XXXX XX/XX/2020, I again called the bank and spoke to a manager from the credit card department named XXXX. XXXX updated my address and confirmed that she will get my new card mailed to me. After speaking with her, I logged in to the Discover App and noticed she has left the State and ZipCode completely blank, under City she has put the name of the country, and on the second line of the address the name of the city is completely missing. 
I again called Discover Bank on the same day XXXX XX/XX/2020 after XXXX minutes and spoke to a XXXX named XXXX. XXXX said the bank does mail cards to foreign addresses but the banks policy and system does not allow a foreign address to be put in proper order and therefore chances of me receiving the card is slim. He said it is the bank 's policy! If thats the case I would have to say this is the stupidest bank in the entire planet. 
On XXXX XXXX I again called the bank and spoke with a manager named XXXX. I asked the manager that this female manager named XXXX on XXXX XX/XX/2020 had sent the card in the wrong address because the address I see on my app is all wrong ( as I have mentioned to you before ). To my surprise, XXXX informed me that no card was mailed out on XXXX XXXX ; he informed me that the last time the bank mailed out a card to me was in the month of XXXX which never arrived anyway ( like I have mentioned to you before ). So basically the manager XXXX just lied on the phone, she never mailed out the card to me ( and she also put my address in the wrong format in the first place ). XXXX also said the address can indeed be put in the proper order which he apparently did, but before he could put the address in the banks system he asked me to confirm the security code which he has sent via email. There was a delay in receiving those emails due to which he said he can only send the security code via text message. He said he can send the security code to a foreign mobile number I kept holding the call. After a few moments he said it had gone out of his hands and transferred the call to the fraud department. The fraud department lady said she can not send the security code to any foreign phone number but only to a local US number. I told the lady that I have already informed the manager that at this time I do not have access to my local US phone number and that the manager has already confirmed to me that the bank can send the security code to a  foreign mobile number. The lady said she cant do anything. I asked her to send me the security code via email again to which she said she cant do that either due to security reasons and thats the bank policy. Then she asked me to disconnect the call and call the bank again so the next manager or operator might be able to do it. So the banks security policy depends and changes from manager to manager. Under the name of so called policy, I became a big subject of harassment during that call. 
I again called the bank on XXXX XX/XX/2020 and spoke to a manager named XXXX. She first confirmed my identity via sending me a security code via email. Then she said the banks policy doesnt allow her to put a foreign address in proper format and according to her not receiving a card in mail due to the bank being unable to update the address in proper format, the bank is not responsible for that. She said she can mail the credit card out to me in the wrong address that she has got on my profile.

Reference number for one of the above calls is XXXX. I dont have the reference number for all the above calls because only XXXX of the managers provided me with the reference number. The remaining managers I spoke with refused to provide me with the reference number for those calls due to again so called the banks policy. 
This is the craziest and stupidest thing I have ever experienced with any bank in my whole entire life. A bank saying their policy doesnt allow them to provide a reference number for the phone calls, a bank saying their policy doesnt allow them to update a foreign address in the correct format so I cant receive my card.

Company response to consumer: Closed with explanation