Consumer complaint received 2018-03-16
Company: DISCOVER BANK
State: SD
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I signed up for Discover Student Loans ' automatic payments last XXXX, to take advantage of the interest rate reduction offer, as well as for my own convenience. 

I will provide the auto payment confirmation letter from XXXX. Please find this sentence : " The amount deducted each month will be equal to the amount due on your monthly statement, so please ensure that sufficient funds are available in your bank account on the day your payment is due. '' The auto payments began with my XX/XX/XXXX payment, as expected. 
The problems began with my XX/XX/XXXX payment, I guess. I will provide all of my XXXX statements from XX/XX/XXXX until the current XX/XX/XXXX statement. 

My XXXX statement reflects a payment of {$190.00} due on XX/XX/XXXX. 

My XXXX statement shows this payment was made on XX/XX/XXXX, yet now shows all of these loans with past due amounts. ( Why? The payment was timely. ) The new payment is {$220.00}, due XX/XX/XXXX. 

My XXXX statement shows a payment was made for {$190.00} on XX/XX/XXXX. ( Why? The auto payment system is supposed to take the amount due, so if {$220.00} was due, why did it take {$190.00}? ) All of the loans were till showing past due amounts, and a payment of {$220.00} was due on XX/XX/XXXX. This time it has a new message showing an auto debit amount of {$200.00}. ( Why? Where does this number come from? It's neither the amount due I had been paying of {$190.00}, nor the amount due on XX/XX/XXXX of {$220.00}, NOR the amount due on XX/XX/XXXX of {$220.00}. ) My XXXX statement shows the payment of {$200.00} was received on XX/XX/XXXX, a payment of {$220.00} is due XX/XX/XXXX. All of the loans are still showing past due. Again, the statement shows an auto debit amount of {$200.00} on XX/XX/XXXX. ( Again, why? Where does this number come from? ) For some reason, there are XXXX XXXX statements, but they look the same to me. 
My XXXX statement shows the payment of {$200.00} was received on XX/XX/XXXX, a payment of {$220.00} is due XX/XX/XXXX. All of the loans are still showing past due. Again, the statement shows an auto debit amount of {$200.00} on XX/XX/XXXX. 

My XX/XX/XXXX statement shows the payment of {$200.00} was received on XX/XX/XXXX, a payment of {$220.00} is due XX/XX/XXXX. All of the loans are still showing past due. Now, the statement shows an auto debit amount of {$200.00} on XX/XX/XXXX. 

In XX/XX/XXXX, I finally became aware of this situation when I logged in to get my XXXX form for my taxes. ( Keep in mind, at this point, I have no idea that I'm " past due '', because auto payments are being taken from my checking account every month, and they are supposed to be for the amount due, according to the terms of the auto payment program! ) I immediately paid the " past due '' amount, online. 

My XX/XX/XXXX statement shows the auto payment, my additional payment for the " past due '' amount, and an extra payment I made to pay 2 of the loans in full. I will provide confirmation letters of these one-time in-full payments. Finally, on this statement, there are no loans reflecting past due amounts. A payment of {$180.00} is due on XX/XX/XXXX, and the statement now shows an auto debit amount {$180.00} on XX/XX/XXXX. It looks like all is well, again. However ... 

My XX/XX/XXXX statement shows the payment of {$180.00} was received on XX/XX/XXXX, a payment of {$180.00} is due XX/XX/XXXX. Several of the loans are showing past due. Again, the statement shows an auto debit amount of {$180.00} on 3/28/2018.

For some reason, my 2 one-time payments for the payoff of 2 loans are shown again. I don't know why this is. My payment history also reflects this, and one of the payments is in a " reversed '' status. There was no  reversed payment! I will provide my checking account statements showing the payment was sent to Discover and no payments were reversed! The XXXX statement also reflects a phone payment I made on XX/XX/XXXX to correct the past-due amounts I was seeing online. 

My account is STILL showing me a message on the front page saying that I am delinquent even though I am NOT delinquent. 

I get contradictory information in inbox messages from them. The first person I asked about the most recent " delinquency '' just told me they were forwarding it, whatever that means. The second person I asked told me that I was assessed a late fee ... even though I was NOT late ( IT SHOULD BE IMPOSSIBLE TO BE LATE WITH AUTO PAY IF THE MONEY IS AVAILABLE FROM MY CHECKING ACCOUNT!!! ), yet they don't charge late fees. WHAT IS GOING ON AT DISCOVER? THIS IS LUDICROUS. We charged you a late fee but we don't charge late fees? WHAT??? 

Not exactly important, but I got 2 letters and inbox messages about waivers that I requested. I did NOT request any waivers of anything, they may have proactively waived fees they charged me in error, but that's on them, I didn't ask for it.

I have tried corresponding with Discover through the messaging system on their website, but they are not solving any of these problems!

Company response to consumer: Closed with explanation