Consumer complaint received 2023-02-23
Company: DISCOVER BANK
State: LA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Charged fees or interest you didn't expect

Complaint:
Please refer to case XXXX and case XXXX for the whole process. 
This is the 3rd complaint regarding one unsolved problem. In summary, I applied for personal loan from Discover, loan ending XXXX on XX/XX/2022 for XXXX XXXX Called on XX/XX/XXXX, and was told the account number was incorrect, but the representative promised the loan would not be processed and check would not go through because of unmatched account holder 's name and account number. 
Waited until XX/XX/XXXX to call back about the loan status and was told the check was cashed and money went to someone else account. Was asked to open a recovery claim with XXXX XXXX ( my bank where the fund should go to ). Based on Discover response, due to their incompetent practice, the claim had not started until XX/XX/XXXX. 
On XX/XX/2022, I received an email from XXXX XXXXXXXX, my bank, stating that the fund had been credited back to XXXX XXXX, a third party company Discover used to issue check for the fund. 
Then waited and waited forever without hearing anything from Discover until I filed the 2nd complaint. Then on XX/XX/XXXX, one representative called and asked to do conference call with XXXX XXXX because based on Discover research, they had not received money back yet, I was not surprised because of how unprofessional and messy they were. Then conference call with XXXX XXXXXXXX took place on XX/XX/XXXX, XXXX  XXXX confirmed they had refunded the money and would provide the trace ID, and they did on XX/XX/XXXX I called Discover on XX/XX/XXXX and provided Trace ID for the refunded fund, I was asked to provide rounting number and account number and was promised that money would be disbursed back to my bank account in the next several days. Waited and called back on XX/XX/XXXX to check for the status and was promised to have money latest on XX/XX/XXXX. Then again waited until XX/XX/XXXX and nothing, then had to call back on XX/XX/XXXX and was told to wait until XX/XX/XXXX because money was on the way to ME ( no clear indication whether it would go to my bank account or physical home address ). Then I waited waited waited until XX/XX/XXXX, nothing. Decided to call back XX/XX/XXXX and was told money has still not being recovered. Oh, so why told me twice that money was on the way to me? So basically, Discover doesn't know what they're doing. When I was asked to provide proof of refunded money, I did. But what they did to help me for this matter? Nothing, every single time I called, Discover lied and lied, and each different representative provided me different answer. How so? Also, the Chief executive phone number on the response letter is useless, never able to reach that person, so why bother to provide customer your number when you know you will avoid their call? 
So my question is if I do not keep pressing and pressing, would Discover just let this problem slide and take my payment every single month because they've been showing no effort to actually solve it. They said because the check had been cashed so I had to pay, fine, now XXXX XXXX returned the money, trace ID was also provided, what will be Discover next excuse? Their system is so messed up and broken that they're not able to trace the refunded money that was sent back to them. Even their representatives admitted that they did not know what the " back end '' department was doing, and the communication with the front end were disconnected. I don't care how you operate your company Discover, solve this issue, that is your obligation. 
This will be my last complaint, and Discover, if you still do not want to resolve this issue, I will take legal action against your unprofessional and unethical practice because now I have the proof that money was actually sent back to you. I will work with XXXX XXXX to officially prove it if necessary, and I do not owe you anything but you keep taking my payment for every single month. Plus, it is reaching the 90-day timeframe for the recovery claim you opened since XX/XX/XXXX XXXX So no more excuses this time, either solve the problem or getting sued.

Company response to consumer: Closed with monetary relief