Consumer complaint received 2023-03-15
Company: DISCOVER BANK
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023, an unknown person logged into my Discover checking account and made two unauthorized XXXX transactions, one for {$480.00} and one for {$100.00}. I immediately called the Fraud Department to have my account frozen and filed a claim to dispute the transactions. Ultimately, I closed that account and reopened another with a different account number since someone clearly had my account and routine number. 

On XX/XX/2023, I received two notifications by mail stating that the XXXX transactions were valid, which they were not. I thought it had to have been a mistake, so I called the Fraud Department to speak with a specialist whom told me the transactions were made with a trusted device, which they were not. She informed me that I would need to submit documentation to appeal the decision. I was thoroughly confused during our conversation because it was clear that there was unusual activity on my account. 

Twenty or thirty minutes prior to the XXXX transactions ( made on XX/XX/XXXX ), as I had received a text message asking if a transaction attempted at XXXX was valid. It was not until after the call on XX/XX/XXXX with the fraud specialist that I realized the text about the XXXX transaction and subsequent call I had received in response were not legitimate. 

Once I put all of the pieces together, I collected all of my documentation and submitted them to the Secure Document Upload, but I have yet to hear back, only causing more frustration to an already agonizing experience. This fraudulent activity, causing {$580.00} to be stolen from me would not have taken place if it werent for Discovers inadequate account security. 

Less than a week prior to this activity, I discovered over XXXX transactions from a XXXX in Texas. Each transaction was for the exact same amount, {$180.00}. These transactions took place on XX/XX/XXXX and XXXX, completely wiping out my entire balance. 

This very unusual activity did not raise a red flag to the fraud department. I did not receive a single notification alerting me about unusual activity. I believe XXXX transactions made in another state for the exact same amount at such a large total, especially for a fast food restaurant, would certainly constitute as unusual. 

Discovers website states that a comprehensive set of features and tools, including fraud specialists proactively monitoring accounts for unusual activity, are used to help protect checking accounts from fraud. These statements have misrepresented the companys effort to protect my finances because this obvious fraudulent activity went unnoticed. 

These severely inadequate preventative measures directly caused my account to be hacked just five days later. Had I received proper notification about this fraudulent activity, I would have been familiar with Discover Banks process once when an unauthorized transaction was attempted. Instead, I was on extremely high alert to ensure my finances would not be compromised again. Ironically, that exact concern is what caused even more fraudulent activity. 

When recently reviewing Discovers website warning about scams, I came across some questions advising customer to ask themselves : - Did I trust the caller? Yes, my account was just compromised five days earlier. I was still distressed about the situation. The person I spoke to was very professional using excellent communication, grammar, etc. No red flags. 

- Why am I receiving this request? Because my information had obviously been exposed just a few days prior, and I thought Discover was actually trying to protect my account, unlike they had previously done. 

- Was I expecting this request? Absolutely! Like I mentioned earlier, I was on high alert due to the experience earlier that week. 

- I never disclosed my account number, my user ID or password or my social security number. These questions would have certainly raised a red flag. 

- This person had my online banking username and password. They were in my account when they called me, acted like a fraud specialist and asked me for the code that was texted me to, just like a fraud specialist had done earlier that week when I called Discover after noticing the 30+ fraudulent transactions. 

Not only did Discovers weak password requirements resulted in easy access to my account, their lack of providing security to my account less than one week prior, caused me to be clueless in their response to fraudulent activity and caused me to be on high alert so it didn't happen again. 

My password was only six characters. If more secure requirements have been implemented, I certainly never received an alert requiring more secure credentials. This feature should be a top priority for any financial institution. If these features were monitored more closely, I would have never lost {$580.00}.

Company response to consumer: Closed with monetary relief