Consumer complaint received 2022-08-06
Company: DISCOVER BANK
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On or around XXXX XX/XX/2022 the Department of Treasury forwarded a complaint I filed against Discover regarding payment processing and billing errors. The correspnding CFPB complaint number is : XXXX. In that complaint I outlined that my mother made an ACH payment authorization to have funds debited from her bank account to pay on my statement. The authorization took place on or around XXXX XX/XX/2022 and was returned with XXXX -- unable to locate. However, I was not notified of this until XXXX XX/XX/2022 when the account was closed. A billing error investigation was conducted in name only. Despite the best efforts of the investigator ( s ) I remain concerned about the methods and practices used to conduct the billing error investigation. The nature of the XXXX error by definition implies that the information transmitted to the financial services institution for direct debit was an issue. That, although the routing number was correct, and the account number was formed correctly, the institution could not match that information and the accompanying first name and last name to an account. This is a distinct error code from XXXX -- NSF, XXXX -- closed account, or XXXX -- invalid account number. When conducting the investigation XXXX XXXX, in Discover Executive Office of Customer Advocacy, conceded that when comparing the supplied account information disclosed with the live agent, he was ony able to match the last four ( 4 ) digits of the account being debited. That is, whomever, and through whatever investigatory process he recieved the transaction information from, it/they provided him only with the last four ( 4 ) digits of the account number to match against the phone-based ACH authorization with a live agent that occurred on XXXX XX/XX/2022. And, althoug he was given the full routing number for the financial servies institution, he was not provided with the first name and last name as keyed into the ACH authorization by the live agent. This is troubling as the error could be on the part of Discover and its live agent. The investigator was not provided with that information. Yet, discover maintains that there was no error on their part. As that is the case, I am invoking my rights under 15 U.S.C. 1693f and requesting reproductions of any and all documents/materials used to substantiate the conclusion that no billing error occurred on the part of Discover. For clarity, 15 U.S.C. 1693f ( d ), " Absence of error ; finding ; explanation, '' states ''If the financial institution determines after its investigation pursuant to subsection ( a ) or ( c ) that an error did not occur, it shall deliver or mail to the consumer an explanation of its findings within XXXX business days after the conclusion of its investigation, and upon request of the consumer promptly deliver or mail to the consumer reproductions of all documents which the financial institution relied on to conclude that such error did not occur. The financial institution shall include notice of the right to request reproductions with the explanation of its findings. ''

Company response to consumer: Closed with explanation