Consumer complaint received 2018-11-18
Company: DISCOVER BANK
State: MN
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
Hello, Please note that my selection showing that I am having issues with getting a working replacement card was the closest to my concern but not my exact issue. My issue is that I consented and applied for a credit card and the card issued to me was sent with the wrong last name. 

On XX/XX/2018, at XXXX, I responded to an offer Discover card sent in my correct name by phone. Attached is the invitation showing the correct name, address with invitation number leading to my approval and a screen shot showing I called to apply since they are claiming I applied my mail and the online. Id like them to pull the call on 10h for  review for coaching and training purposes. 

This offer was simply to apply for credit card and the entire process took less than 15mins. I remember the representative asking my name so he could address me during our conversation but I dont recall any questions about my name during that application process it self. Discover card has made a huge error, violated me by placing an incorrect name on the card they sent me. Ive spend hours being bounced around their departments with no one admitting they made an error, lack of listening or verification prior to the issuance of my credit card and not issuing a card in my correct name. I was told to send documentation of legal name change when I never gave them the wrong name to start with. To me its a fd up way to begin a relationship in which I thought was a good move with them and here we are with nonsense. I wanted to avoid the hassle and figured Id look for documents from years ago to satisfy this issue but I have spent additional personal time in an attempt to locate documents i have not used in over 6 or 7 years. Unfortunately, I cant find the document of name change at this time as a result of just moving into a new house. Here I am stuck with this issue without my documents and I need them to correct this huge error without causing additional impact to my credit. I was told by a rep that they can just close the card and reapply like its nothing and I feel that people who say such things have or dont know the value of avoiding credit inquiries and how much of an impact it has. I have not provided additional consent to review my credit beside the time I applied so there should be no addition inquiry including any soft pulls on my credit. they had their chance to look at my credit profile, which I believe they did when they approved me and should have had the correct last name at that time. I have bought 3 cars, applied with other financial institutions and purchased 2 homes since my name change and Ive had no issues. So why Discover? How come they have the right to make a mistake and then pry into my personal life? when I called in an attempt to resolve this issue, I found out that they dont have a way to track how the application was taken, I was told, I applied with paper by mail which was incorrect, then another rep told me I applied online and filled the application myself which was also incorrect. The last rep told me it was an assumption that Discover doesnt have a way to track how applications are taken. What? This is a huge risk to consumer and hate to say but a risk for their financial institutions. How can a huge financial institution like this not have valid records of an application process and then choose to place an incorrect name on my card and leave it up to me to fix it. This is the similar nonsense that got wellsfargo in Trouble to begin with!!!! I dont feel that Discover has any legal right to the documentation showing I had a name change from about 7 years ago as they are requesting. i feel this is a violation of my rights and no one seems to care that they made an error or willingly fix the problem. Again, This is their mistake and they should internally fix this problem by sending me my XXXX XXXX card with the correct last name, an apology and admittance of this issue and compensation for all the wasted time Ive spent dealing with their error.

Company response to consumer: Closed with non-monetary relief