Consumer complaint received 2021-05-03
Company: DISCOVER BANK
State: CA
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: Their investigation did not fix an error on your report

Complaint:
XX/XX/XXXX XXXX my name is XXXX XXXX. I have been a customer with Discover credit card since XXXX of XXXX. 

A 30 day late payment was reported on my credit report XXXX of XXXX. 
XX/XX/XXXX the XX/XX/XXXX payment of {$20.00} dollars was due. I received a credit for {$20.00} dollars in XXXX and I was told by the representative that would cover the XXXX payment. I found out the information I received was incorrect. In order to get a late on your credit report it actually has to be 60 days behind. 

I am an XXXX and XXXX owner. This dropped my credit and severely affected my life in many ways. I could not get loans or credit cards. 
I spent over 100 hours calling Discover to ask to please remove it. 
I hired a company called XXXX to help me. I spent thousands of dollars over 2 years trying to have the late payment removed. 

On Friday XX/XX/XXXX I called in and told a supervisor the entire story. How my life and my family had been affected. How it was an error of one of the Discover customer service representatives and how Ive been trying to dispute this for years now. She said she would have the credit team look into it and get back to me. 

XX/XX/XXXX at XXXX XXXX I called in and the supervisor said they had good news. After the research and review of the account they said Discover will remove the late and it was a Discover error. 

XX/XX/XXXX at XXXX I spoke to another Supervisor and they confirmed that the late will be removed and it was a Discover error and they are sorry for all the trouble. 


I called in again asking for a letter to send to the credit bureaus for proof. 
I spoke to XXXX Friday XX/XX/XXXX at XXXX about the letter I received the letter dated XX/XX/XXXX saying thank you for your recent inquiry, we can not make the requested courtesy adjustment to our reporting on your account. 
I told her to please review the calls because this is the opposite of what I was told. I called back between 15-20 times asking to please have the calls pulled because I was told the late was being removed and its a Discover error. I took countless hours off of work. It was stressful and at times I wanted to give up. Many times Discover reps would say they couldnt find anything and they cant help me and hang up. 

I finally spoke to a Supervisor that said they would have someone that is Corporate or high up review the calls from XX/XX/XXXX and XX/XX/XXXX. 
On XX/XX/XXXX by XXXX XXXX  I received a call from someone who said their name was XXXX from the office that is high up in Discover. She said she reviewed the entire calls from XX/XX/XXXX and XX/XX/XXXX and no one on the call ever says anything about removing a late payment and no one says anything about it being a Discover error. I asked again if she had listened to the entire call. It was impossible. The calls are recorded for quality assurance. She was very nasty, entitled, disrespectful and rude. 
No one should be treated the way she treated me that day. In the end she was claiming I was not telling the truth when the truth is all recorded. 
It turns out she was the one trying to cover the truth and she was deliberately dishonest. Her only job was to listen to 2 calls that she had the dates and times for. I had also called many times asking for the same call to be pulled that is very clear. She denied everything on a recorded call. 

XX/XX/XXXX I spoke to XXXX and told her what happened with XXXX not being honest and trying to cover up calls. I asked to please review all the calls including the one with XXXX. Someone at that lever should not be allowed to be dishonest, disrespectful and rude and represent a XXXX dollar company. 

XX/XX/XXXX by XXXX I spoke to XXXX and asked to please review the calls from XX/XX/XXXX and XX/XX/XXXX both say it's a Discover error and the late payment will be removed. 



XX/XX/XXXX by XXXX I spoke to a supervisor named XXXX. 
She said she reviewed the calls from XX/XX/XXXX, XX/XX/XXXX and the call with XXXX XX/XX/XXXX. She said someone did tell me it was a Discover error and someone did say they would remove the late but it was a mistake. She also said that XXXX denied that was said on the call we had XX/XX/XXXX. XXXX said sorry but it's not a Discover error and we wont remove anything. 


XX/XX/XXXX XXXX XXXX I spoke to XXXX and she confirmed they do have the notes that multiple representatives of Discover did tell me the late would be removed and it was a Discover error. The notes also say they are not going to remove the late payment regardless of what I was told on recorded calls. I was transferred from XXXX to a night supervisor named XXXX who was really nice. I told her the entire story and asked to please document everything. I told her I would be filing a report with the Federal Trade Commision and working with my Attorney because this is all wrong. XXXX said sorry for all the trouble and whats happening is not right. 
She said she can see all the notes where I was told one thing then another. She said she will be sending an email to the corporate office. 


XXXX & Discover should be held accountable for lying, being deceitful, deliberately hiding the truth and being disrespectful on a recorded call. 
Discover needs to remove the late from my credit report and pay for the all the damage that has been done, time I took away from my work and money invested trying to get this resolved. 





Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX Contact Information for Discover Discover XXXX XXXX XXXX XXXX XXXX XXXX UT, XXXX XXXX

Company response to consumer: Closed with explanation