Consumer complaint received 2021-02-01
Company: DISCOVER BANK
State: MI
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX We recieved quarterly statement to find XXXX transfer we made from our external bank had been returned for processing " Cashedge error. '' Called our external bank XXXX XXXX XXXX XXXX to confirm original transfer was made on XX/XX/XXXX with no errors. Confirmed transfer complete and per account statements the XXXX had NOT returned to XXXX XXXXXXXX XXXX XXXX account. 

Discover representative, XXXX filed a " Missing Transaction Form '' said it would take 2-3 business days for follow up on why the funds were REVERSED same day of XX/XX/XXXX and where the funds are currently. 

XX/XX/XXXX We called in to Discover for update. We were told the case was closed and given trace # XXXX that funds were with XXXX XXXXXXXX XXXX XXXX. 

Spoke with XXXX, Account Service Specialist with XXXX XXXXXXXX XXXX XXXX. They pulled Fed Reports for XXXX and no deposits of XXXX  sent from Discover to XXXX XXXXXXXX XXXX XXXX. XXXX XXXXXXXX XXXX XXXX asked for PROOF OF PAYMENT from Discover to open case with XXXX XXXX to locate the funds. Per XXXX from Discover, they were working on getting the PROOF OF PAYMENT, but it had to go through their legal dept. 

XX/XX/XXXX XXXX stated Proof of Payment letter still not approved. She discovered a letter to XXXX and I dated XX/XX/XXXX confirming REVERSAL was because of PROCESSING ERROR with CASHEDGE ( we never recieved this letter and Discover could not confirm it was sent to us ). 

XX/XX/XXXX XXXX from XXXX XXXXXXXX states that DISCOVER really needs to open a case with processor during a 3 way call with XXXX. We are told this has " Already done & CLOSED- funds transferred to XXXX XXXX XXXX XXXX XXXX '' PROOF of PAYMENT still not provided from Discover for XXXX XXXX to open case with XXXX At XXXX XXXX from DISCOVER had us speak with XXXX, DOCUMENTATION SPECIALIST for DISCOVER on a 3 way call with XXXX from XXXX XXXXXXXX XXXX XXXX and XXXX the Director of Operations for XXXX XXXXXXXX XXXX XXXX. XXXX confirmed TRACE # and gave a new date of XX/XX/XXXX for transfer occuring.This information enabled XXXX XXXX XXXX XXXX to open a case with XXXX XXXX. 

XX/XX/XXXX XXXX XXXX Case closed with no location found of {$20000.00} being transferred from Discover back to XXXX XXXXXXXX XXXX XXXX. 

XX/XX/XXXX Called in to Discover for update. Spoke with XXXX at DISCOVER on a 3 way call with XXXX and XXXX from XXXX XXXXXXXX XXXX XXXX. He said the ERROR occurred with Discover CODING ERROR with XXXX. It will take 2 business days for Electronic Transfer Team to review. He gave XXXX XXXX XXXX TRANSACTION ID ( Internal number for XXXX ) for XXXX XXXX. He told XXXX XXXXXXXX to contact XXXX and XXXX would be aware of the issue with transfer and be able to locate the funds with the processor. 

XX/XX/XXXX XXXX from XXXX XXXXXXXX XXXX XXXX called to say their XXXX XXXX contact spoke with XXXX XXXX and that the {$20000.00} was sent back to DISCOVER on XX/XX/XXXX and on DISCOVERS GL ( general ledger ). XXXX confirmed this information with XXXX and XXXX at DISCOVER. XXXX via XXXX told XXXX it would take 2-3 days for Discover teams to locate funds. XXXX said they should contact XXXX XXXXXXXX 's, their client to update how DISCOVER was going to handle this. 

XX/XX/XXXX Called in to Discover for update. Told by XXXX at DISCOVER that the Electronic Transfer Team could not find the {$20000.00} and that the MONEY MOVEMENT TEAM was know looking into the matter. And that would take another 2-3 business days. 

XX/XX/XXXX Called in later that day for update. Told by XXXX XXXX Movement Team still looking into the matter. He documented on our account that all INTEREST should be calculated and put in our Discover account. 

XX/XX/XXXX spoke with Manager, XXXX XXXX at Discover. She states that this is a horrific situation. She states that the ELECTRONIC TRANSFER TEAM can not locate the {$20000.00}. That the MONEY MOVEMENT TEAM is looking into the matter but that the money is with XXXX XXXXXXXX XXXX XXXX. XXXX states she is working on our behalf to locate the funds and that there is a MEETING SCHEDULED THIS WEEK ( she does not know when ) WITH XXXX XXXX to work to resolve this situation. 

Our family has been missing these funds since XX/XX/XXXX. No notification was sent to us regarding this matter until we received our quarterly statement on XX/XX/XXXX and we noticed the funds were not in our account. It is unacceptable that DISCOVER returned our funds with our notifying us and have not been able to locate our {$20000.00} for us.

Company response to consumer: Closed with explanation