Consumer complaint received 2023-02-18
Company: DISCOVER BANK
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
I received my regular replacement card in XXXX of XXXX as my existing debit card for my Online Checking account was due to expire. I received the new card, activated it and updated my billpay accounts accordingly. I then accessed my account via the mobile app I have used since XXXX or XXXX, and there were two cards showing ( identical to the new blue debit card I had just activated as my regular update ). I then called and was told they are changing and updating their debit cards to accommodate CONTACTLESS PAY despite my ORIGINAL card having the feature. So I knew it was a lie. That same lie was perpetuated by 4 associates on that call until I requested a superior. She then explained that they were giving misinformation. So she removed the repeat card the system sent me and I felt inga were okay. Within 3 days my account access was not possible. I'd received my regular Social security deposit in the meantime that I use to pay my mortgage and had NO ACCESS TO THE ACCOUNT, FUNDS. ACH FEATURES. POS USE, LINK ACCOUNT TRANSFERS ETC, As anyone with this card was locked out of using any of their money in any capacity. I checked online and the same thing was basically nationwide, people couldn't spend or access their accounts. They then tried to blame it on a maintenance event that tan long or caused the problem and offered absolutely no eta for a fix. Eventually after received infinite complaints the company admitted finally that they either crashed or that they accepted responsibility and would reimburse people for the outage. The card and system finally came available sporadically, and then appeared to work. I tested it and also in stores. And was assessed a {$50.00} late fee and endured a blemish on my mortgage for the 1st time in 5 years. They then said to obtain paperwork for the fee and they would handle that for their consumers. I received an email from XXXX XXXX yesterday, XX/XX/XXXX that my account disconnected from Discover Bank. When I attempted to reconnect, u was AGAIN faced with no online access on ANY Discover bank site or login portal. Despite my numerous attempt it is still unresolved after calling them today and receiving condensending treatment from employees, suggesting to try other devices, and third party browsers to XXXX, XXXX etc. Making no attempt to escalate or resolve matter. I ended speaking to a sarcastic 'supervisor ' and examined I had done everything from clearing browser cache etc, and that the problem was that each time u try to enter your login credentials, their banking sites CLEAR THE DATA, THE PAGE REFRESHES AND AS though u hadn't even entered the data. I explained I am not responsible for testing browsers for Discover at risk of a 3rd party browser and that that is their job to test login portals for browser compatibility. I made it clear I only use XXXX. The response was that If the consumer won't try another browser somehow they can do nothing. I requested an IT ticket and she went on to explain in can be up to 3 days etc. But that I'd im not willing to buy purchase download or try another browser there was little IT could DO. I said fine, but I'll be filing a complaint about the persistent blockage of access to consumers funds since XXXX and their change over to the new debut cards. In addition the representative who removed the 2nd card they linked to my already activated " new card '' and disabled it dod something that caused me to be locked out of my functioning new card. So ultimately I had to call them back to overnight yet the THIRD new blue and orange card. And we arrive at today. In the end, they FAILED to notify consumers of the maintenance scheduled that caused the outage, and claimed that normally it occurs on weekends without incident but that one had an issue, for over a WEEK that kept all of us from any access to our funds in any way shape or form.

Company response to consumer: Closed with monetary relief