Consumer complaint received 2018-01-24
Company: DISCOVER BANK
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I 've been trying to open a checking account with Discover Bank over the past month, and I 've been met with a very concerning lack of communication with the company. I already have a credit card account and a savings account with Discover, both of which were painless processes and I 've been perfectly happy with them. 

I first applied for their Cashback Checking account on ( or around ) XXXX XXXX, XXXX. I had no problems with the application process and I was told by a customer service representative that I should receive a decision letter in the mail within the next 3-5 business days or so if I was approved for an account. Eager, I called back three days later to check the status of my application, and I was told that it had been " closed '' without any explanation. I tried to get an answer out of the customer service representative, but I was told that they could not see the reason why it was closed. Instead, I was urged to submit a second application for the same kind of checking account. I stayed on the line with the representative as I submitted my second application on XXXX XXXX, XXXX, and was told it would take 5-7 business days to receive a decision letter in the mail.

Fast forward two weeks ( about 8-9 business days ), I still have received no form of documentation or communication from Discover Bank. I called their customer service line to inquire about my second application. I was told by the representative that the application had reached " a decision '' on XXXX XXXX, XXXX, but they still could not see if I was approved or not, and that I 'd have to continue to wait for the letter in the mail, as it could take up to 10 business days or so. A few days go by, and I STILL have gotten nothing from Discover Bank. I called once more to inquire about the application, and I 'm then told that my second application was " pretty old at that point '' and was urged to apply a third time. 

Now I 'm starting to get angry. I published my complaint on Discover 's XXXX page on XXXX XXXX, XXXX and get a response the following day with a link that took me to a messenger chat room on their website. I repeated my issue with the customer service representative in the chat room. She told me that my complaint would be forwarded to the " appropriate department '' so they could start an investigation and would call me on my cell phone number in my account profile within 48 hours. As of today, XXXX XXXX, XXXX, they have made no attempt to contact me regarding my issue. I contacted them today via the same chatroom I used on XXXX XXXX requesting an update on the investigation. I was told by the representative that it is still " undergoing investigation '' and I would recieve correspondance in the mail, but there was no ETA on when I would recieve it. 

I am now furious with this company and have decided to take action with this complaint. I 've submitted my highly sensitive personal information to this company numerous times for a simple checking account and I 've been getting nothing but the runaround from them. Nobody seems to know who 's handling my information or what 's going on behind the scenes, and I am furious and very concerned as to what 's happening with my information. 

I need a direct, honest answer as soon as possible. 

Thank you.

Company response to consumer: Closed with explanation