Consumer complaint received 2023-09-04
Company: DISCOVER BANK
State: TN
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
In XXXX of XXXX I had spoken to a lady from Discover about a financial hardship program that Discover offered there customers for a couple of months. She explained to me this was like a fresh start with Discover because I currently had a balance due for that month which was in XXXX of XXXX that I was going to have a super hard time to make the minimum due with the balance I had had at that time. She said no worries, that this program would get me back on track after a couple of months and she then said everything would go back to normal. She was on the phone with me for over an hour trying to get this accomplished and she walked me through the paperwork online that I needed to fill out. After the call I was please with our conversation and was very relieved at the smaller payments that we agreed to for about 6 months if I'm not mistaken. My hardship payments were automatically done on an auto draft format based to the hardship lady had said it was required to do for that program so I did so. My payments were taken out of my account in XXXX, XX/XX/XXXX before the next billing cycle. I was paying extra on my account aside from my auto withdrawaI as well. I had looked at my XXXX XXXX in either that late part of XXXX or XXXX of this year because my wife and I were looking to purchase a home. Much to my surprise my Discover card had shown me to be late for XXXX of XXXX, XX/XX/XXXX and XXXX of XXXX as well. I freaked out and called them. I told them to read the ladies notes that set me up on the program because I know 100 % sure she said this was a fresh start for me and that everything that I current owed would be restarted fresh except for the balance and the interest rate would be lowered as well to help lower my payment during the program period. I was on the phone the first time for almost XXXX hrs trying to resolve this issue and was told that a supervisor would have to investigate the matter and give me a call back in a couple of days. In XXXX I called back again to follow back up because I thought they got busy and forgot to call. I spoke to someone again and had to explain everything as if I never spoken to the person a week and a half prior because she stated there was nothing noted on my account, I stressed the fact there should of been an investigation done, but there wasnt, so here I was again over an XXXX hrs later with speaking to several more people with no resolution. I was then promised again that she would be taking care of the problem that she would make sure I got a call back in less than XXXX week. Two weeks weeks by and still no work so were in the middle of XXXX. Here I go again trying to resolve the issue and more than a hr again with nothing more than I stated from except this time they said I was late for XXXX, XXXX and XXXX. I asked them how that was possible because I was set up on automatic draft. She didnt know at that time, but she would investigate the matter and call me back. I never heard back from anyone. Now were into XXXX of XXXX and I call and yet again no notes no understanding of what was happening and speaking to several people telling the same story everytime nobody has an answer for me, but they did promise to resolve the issue, but it's now XXXX and I had never heard back from anyone. I was so frustrated with there business practices that I went to my back and received a loan to pay off the entire balance just so I would never have to deal with them again. I didnt think there was anything else I could do until I stumbled upon the complaint form. I'm not late on anything and I've only had XXXX pate payment in my life in over 43 years and that was years ago. I need someone with some authority to pls help me. They could care less about me or my issue. I've never been so frustrated and demoralized in my life. I would appreciate all help in anyway I just dont think I can explain the story again to anyone I just want this to go away and my credit to fixed the way it should have been. I was NEVER LATE.

Company response to consumer: Closed with explanation