Consumer complaint received 2021-11-30
Company: DISCOVER BANK
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I was approved for a Discover It secured credit card in XXXX of XXXX and put down a {$700.00} deposit. I received an email from Discover in XXXX of XXXX asking how I would like to receive my security deposit back if I determined to be eligible for it. I followed the link in the email and entered my account information so that if I was eligible in the future, my deposit would be refunded by direct deposit instead of getting a paper check. 

Discover sent me an email on XX/XX/XXXX saying that my card would be transitioned to an unsecured card because I demonstrated good credit habits. My credit limit was increased ( effective immediately ) and I was told that my {$700.00} deposit would be refunded to my bank account in 1-3 business days. 

On XX/XX/XXXX I contacted Discover using their support chat to ask about the status of my refund since I had not received it. I was told that I would receive my refund by ACH transfer within 13 days of the statement cycling. I was then informed that my cycle date was XX/XX/XXXX, and should receive it by XX/XX/XXXX. I asked why the emails say 1-3 days if it really takes XXXX days after the statement cycles, which is weeks after you receive the email. I didn't receive an answer, but the rep said they would pass my feedback along. 

I reached out again via support chat on XX/XX/XXXX right after XXXX and didn't receive a response until XXXX, when I had stepped away from the computer and was unavailable. 

I contacted Discover for the XXXX time via support chat on XX/XX/XXXX. I was informed that Discover is aware of an issue where some refunds have been delayed, and that my account actually graduated to an unsecured account on XX/XX/XXXX, not XX/XX/XXXX. I was FLOORED to find that out there was delay on my XXXX time contacting them when that was never mentioned previously. The rep then left the chat and was replaced by a supervisor. I asked when the ACH transfer was initiated and after evading the question at least 3 times, I was told that they didn't have that information to give me. I was also told that I should've received my refund 1-3 after the account graduated ( XXXX ), meaning that I should've gotten my money back XXXX weeks ago. 

I expressed my concerns about the ambiguity of the responses received from customer service and feeling like I was intentionally misled, because I wasn't notified of a delay the previous times I contacted Discover. It's absolutely ridiculous for them to send emails telling their customers that they'll get their refund in 1-3 business days if they are AWARE of a delay, and it's even more astonishing that they aren't up-front about the situation the first time customers contact them about the status of their refund. In an ideal world they would notify customers about issues like this proactively, but that's not the case here. I constantly felt like I had to fight to get ANY questions answered. 

I was told there was nothing I could do but wait, and they were not able to make any guesses about when I would get my money back. I asked if they could cancel the ACH and send a paper check ( which according to their email, takes 5-7 days ) and they said no. I asked if they could do ANYTHING to be more accommodating, like delay my payment due date, and they also said no. Discover is holding onto {$700.00} of MY money, but I am expected to pay my statement on time. 

Lastly, I asked if they could email me a transcript of the chat log once we disconnected, and I was also told no. They said I could copy and paste it onto a document and email it to myself ( the email is attached ). I asked who I should contact if I wanted to make a formal complaint, and I was advised to come back to the support chat. This whole situation has left an incredibly bad taste in my mouth and seems very shady.

Company response to consumer: Closed with explanation