Consumer complaint received 2016-12-15
Company: DISCOVER BANK
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I have a Credit Card Account with Discover, ending in XXXX. I have been with Discover for over half a decade, without any issue, until XX/XX/2016. My Discover Credit Card ending in XXXX was compromised and some unauthorized charges occurred, which I reported promptly. The Card was closed, and an investigation was initiated. 
After the completion of the Fraud Investigation, a new Account was set up, transferring my credit and balances ; and I was contacted by the Customer Protection Team. I was prompted to set up a verbal password for my account, which I did. Since then, everything seems normal, as I never attempted to use the card. 
On XX/XX/XXXX, I requested a replacement card, and activated it on XX/XX/XXXX. I made some online purchases which went through, but then later cancelled by the Merchants ( i.e. XXXX and Kendras ). When I called the Merchants, I was told that the payments were not verified by my Financial Institution. 
Everyday since I had started using my Card, I have had to call Discover Customer Service everytime, because there is always a hold or a security flag on my Card, whenever I try to use it. 
My card never worked at the ATM for Cash Advance, I was told to go into the Bank and process a Cash Advance over the Counter, it still declined ; even when inputted manually. 
My card got declined from virtually everywhere ; gas stations, XXXX, XXXX, restaurants, etc. It never worked. 
I was told not to use my card for 24-48 hours, so as to let the system cool off/get used to my account, because the transacions were fresh. I stopped using my card, and after few days, on Monday, I attempted to use my card, it worked. I tried ATM access, it declined. I called customer service, I was told that my last transaction of {$61.00} at XXXX flagged the card. I was asked to try it again at the ATM, it declined. And I was advised again, to let it cool off and not use it for cash access, only purchases. 
Irrespective of the fact that I have gone through a lot with Discover, I explained I was doing XXXX shopping for my family and I was assured that everything should be fine with purchases. 
For some weird reason, whenever I call Discover and give them my verbal password, I was told it was incorrect. Mind you, this is the same verbal password I have had, never changed it. 
My card is blocked at the moment, and I was told to send in some documents. I have sent my Driver 's License, SSN Card, Rent Lease and copy of my Discover card to the fax number provided to me, XXXX twice and I am yet to hear back from Discover. 
It just saddens me that when someone else fraudulently used my card, Discover did n't play any of these games, to protect me ; but when I, the actual Cardholder wants to use my Card, its either a hold or a flag or something. Which makes me ask the question : should the Government and Regulators of Financial Institutions allow customers to suffer in the hands of Banks and other financial Institutions? 
Discover has records and notes of every call a Customer makes. Someone should go through my account notes and they will understand my frustration ; as this could have effect on my Cedit Reporting!

Company response to consumer: Closed with explanation