Consumer complaint received 2015-09-23
Company: DISCOVER BANK
State: NY
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I accidentally paid my credit card two times. The additional payment was made on or around XX/XX/XXXX in the amount of {$2700.00}. Since then, I have been trying to work with Discover credit card to issue me a credit for the extra payment. It has been over three weeks and I still do not have a resolution. I have talked to multiple representatives about this matter and each time I get a different " story '' as to what the status is on me getting my funds back. This issue has been " resolved '' four times ... But each time I ask for confirmation or for additional information it 's discovered that it is in fact not resolved. I have been told I would receive phone calls to follow up by managers and no one returns my call. They refuse to give direct numbers and say they do not have extensions. Therefore, it takes 20 minutes just to track down the representative that I spoke to last and then to be told they are busy and ca n't take my call. I then have to explain everything to the new representative and then they give me another story as to what is going on. I have been told that I can receive a check in the mail 10-15 business days after the credit is approved and that the check is my only option for a refund. After requesting to speak with a manager because I need my funds sooner than that to pay other bills I was told I could do an ACH and have the funds directly into my account. She understood my predicament and said it was late in the day Friday, XXXX XXXX but she assured me I would have the funds that following week. The week came and went and no funds and no follow up call that was promised. I contacted discover Saturday the XXXX and asked what account number they sent the funds to as a precaution. This was important because originally I had to go through my credit unions 3rd party bill payment service to get the credit issued to them ( XXXX XXXX is the 3rd party bill payment company ). Unfortunately, because the credit from discover was not going to come soon enough to the 3rd party and keep me from being blocked from paying other bills I went ahead and gave that 3rd party the funds from my account. I was assured by discover the credit would come to me so I was comfortable with this decision. However, on the XXXX the representative confirmed the account number was indeed my account, but then proceeded to tell me my credit was still under review. I asked if providing a copy of my account would help expedite the process she said yes and so I sent it in on Monday. The fax she provided me was not going through so I had to call again to verify the fax number. I confirmed again with the rep the account number the credit will be sent to and asked for an email to send the documentation. I sent the email asking for someone to verify receipt and to have an updated status. Neither of which I received. I then contacted discover again today to get a status. She said my credit went through. And I should be getting a check in 15 days. I inquired as to why a check was sent and not an ACH. When she looked into it she told me the check was sent on XXXX XXXX. I talked to XXXX representatives before this that confirmed and ACH would be coming to me as soon as it was approved. But that was not the truth. A check was sent to the 3rd party company metavante. After speaking with XXXX managers today I was finally stonewalled and told there was nothing they could do for me, or a stop payment could be put on but they ca n't guarantee anything then a statement that I should just take the time to research the check on my own time this was from the manager XXXX XXXX. He also denied my request for a written statement of this incident and the status by proceeding to tell me there was no way he could do that. I ca n't believe the level of disorganization, inaccuracies and unwillingness to help a customer of 10 years. Poor business practice and service.

Company response to consumer: Closed with explanation