Consumer complaint received 2019-08-05
Company: DISCOVER BANK
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
This is my second time filing a complaint. I have been waiting patiently for XXXX MONTHS for Discover to fix access to my online account. 

I am requesting that Discover follow-up with me via e-mail, as I am currently abroad and unable to pick-up phone calls. 

I really would like to be able to access my Discover credit card account and Discover bank accounts as for XXXX MONTHS I have been unable to access my accounts or have access to online transfers, bill payments, etc. I thought that Discover should have immediately had people in their I.T web department resolve it for me. However, this thing has unnecessarily dragged on for XXXX months now without any kind of resolution nor follow-up at all from anybody at Discover, and of course, without the issue ever being resolved for me so that I may access my accounts! So this is XXXX months without any access to my banking and credit card accounts with Discover, and there has been no attempt to resolve the technical issues on Discover 's end for me. 

I am copy and pasting the text from my first complaint filed in XXXX, 2019 : On XX/XX/2019, I received a voicemail from Discover 's " fraud department. '' All I did was add an external checking account to my Discover account. I reached out to Discover immediately to inform them that I added the external bank account. However, it was too late. Discover had already deactivated my online access. I've had one Discover login to manage both my Discover credit card and Discover bank accounts for several years. Everything has ran smoothly up until XXXX  days ago. After Discover took the step of deactivating my online access after mistakenly detecting some kind of fraud on the account, I had to spend an hour on the phone trying to reactivate it. After following all the steps and suggestions on the phone. There is an error after I log in with the account. I can see the accounts listed, but there is an error message next to each account that said : " verify this account. '' Any link that I clicked on including " verify this acount '' led to an error page. All of the links inside of the online account led to error pages. I reached out to Discover by phone and chat immediately to let them know what's going on. I can't access my accounts. I can not do anything with any of the accounts. It's very frustrating. I was told on the phone that " headquarters '' would be working to fix it. Over XXXX days later and there has been no communication what-so-ever from headquarters. No e-mail. I'm traveling overseas right now and e-mail is the best way to reach me. But no other form of communication from DIscover. No solutions. It hasn't been fixed. I've chatted multiple times. There is something bizarre with Discover 's chat support. I send a message and then verify my account info. Then I don't get another reply from Discover 's support agent for another XXXX minutes. After XXXX minutes the chat times out. It has nothing to do with the Internet connection, it's that literally the support agent is taking up to XXXX minutes to reply. It's like there is one person trying to service XXXX support requests at the same time? What is going on with Discover? I've never seen such poor online customer support in my whole life. On XXXX, the official Discover account asks me to open the chat and the whole thing repeats. I verify my account through chat, and then it takes XXXX - XXXX minutes to get a reply from the agent or no reply ever comes. This problem that is not my fault, and caused by Discover never gets solved. I wish I could be compensated somehow for how much time I've wasted trying to get it resolved. It's so crazy. I've called twice on this issue. Each time I can get through to their U.S support, which is good. But again, each time they say they've reported the issue to their headquarters and there is nothing else they can do at all. On XX/XX/XXXX, I got an e-mail from Discover with a temporary password. I thought for a moment that they finally fixed the issue and I could now log in. But I try to log in with the temporary password and it doesn't work. I'm so disappointed by the lack of communication, lack of a solution, and the fact that this whole thing was caused by a mistake by Discover just for linking an external account to Discover. I've never seen anything like this before, and never experienced any problem like this before with any other financial company. Since I received the temporary password today, I also can't log in at all.

Company response to consumer: Closed with non-monetary relief