Consumer complaint received 2019-07-30
Company: DISCOVER BANK
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
COMPANY CREDIT CARD : DISCOVER PROBLEM : PAYMENTS WITH PAYMENT PROGRAM REGISTRATION DATE OF PAYMENT PROGRAM : XX/XX/2019 ; RECEIVED CONFIRMATION LETTER FROM COMANY.

STATUS : ACTIVE AGREEMENT : PAYMENTS:1-4 : {$96.00} PAYMENTS 5-12 : {$80.00} PAYMENTS COMPLETED : PAYMENT 1-XX/XX/2019 and 2-XX/XX/2019 for XXXX.

PROBLEM EXPERIENCED : I WAS TOLD BY REPRESENTATIVES AT THE TIME I SIGNED UP FOR THE PAYMENT PROGRAM I COULD PAY MORE THAN THE SCHEDULED AMOUNT TOWARDS MY BALANCE DUE. THE AMOUNT PAID WOULD BE ACCOUNTED AS MY MONTHLY PAYMENT. HENCE, FOR MY XX/XX/2019 I MADE AN INTERNET PAYMENT OF XXXX. MY EXPECTATION FROM WHAT I WAS TOLD IS THAT IT WOULD BE ACCOUNTED FOR AS MY SECOND PAYMENT. IT WAS NOT ACCOUNTED AS THE SECOND PAYMENT. INSTEAD, THE DISCOVER PAYMENT PROCESSING SYSTEM PROCESSED THE XXXX   AND THE SCHEDULED PAYMENT OF XXXX. AS A RESULT, IT PUT MY CHECKING ACCOUNT INTO OVERDRAFT. I CONTACTED DISCOVER AND XXXX XXXX XXXX IN REGARDS TO THE PROBLEM. DISCOVER REPRESENTATIVES SAID THEY WOULD RETURN THE FULL AMOUNT OF XXXX TO MY XXXX XXXX CHECKING ACCOUNT AND KEEP THE SCHEDULED PAYMENT OF XXXX. THE XXXX XXXX REPRESENTATIVES SAID THEY WOULD REFUND MY OVERDRAFT FEES ONCE THE BANK RECEIVED THE XXXX. ON XX/XX/2019, I RECEIVED XXXX FROM DISCOVER. I CONTACTED DISCOVER IN REGARDS TO THE MATTER. SINCE I WAS STILLDUE A REFUND OF XXXX FOR THE BALANCE OF XXXX. DISCOVER REPRESENTATIVES STATED THEY HAD RECALCULATED AND CHANGED THE AMOUNTS WHICH DIFFERED FROM THE PAYMENT AGREEMENT. FURTHER, IT DIFFERED FROM WHAT WAS STATED IN THE LETTER FROM DISCOVER.THE LETTER STATED THAT FEES WOULD BE ACCOUNTED FOR AT THE COMPLETION OF THE 12 MONTH PROGRAM. I EMAILED AND CALLED MANY TIMES TO REVIEW THIS INFORMATION WITH A SUPERVISOR. SEVERAL OF MY EMAILS HAVE NOT BEEN ANSWERED. I HAVE BEEN PUT ON HOLD SEVERAL TIMES WHILE TRYING TO GET IN CONTACT WITH REPRESENTATIVES FROM THE DELAWARE AND OHIO DISCOVER OFFICES TO GET THE REFUND OF XXXX SO THAT XXXX XXXX CAN REFUND ME THE OVERDRAFT FEES I WAS CHARGED. AS OF TODAY XX/XX/2019, I WAS INFORMED BY ONE DISCOVER REPRESENTATIVES THAT THE ACCOUNTING SYSTEMS DIFFERED FOR DISCOVER. I WAS TOLD THAT THE SCHEDULED PAYMENTS WOULD BE CHARGED TO MY ACCOUNT UNTIL THE PROGRAM WAS COMPLETED. I REVIEWED WITH REPRESENTATIVE ISSUES REGARDING ADDITIONAL AND ADVANCE PAYMENTS. THE REPRESENTATIVES CONFIRMED THAT THE DISCOVER PAYMENT PROCESSING SYSTEM WOULD NOT RECOGNIZE ADVANCE OR ADDITIONAL PAYMENTS. FOR EXAMPLE, THE DISCOVER SYSTEM WOULD NOT RECOGNIZE THREE MONTHS OF ADVANCE PAYMENTS. IT WOULD STILL PROCESS PAYMENT 1. THE REPRESENTATIVE DID NOT CLEARLY CONFIRM IF ONE MADE ADVANCE OR ADDITIONAL PAYMENTS, THAT THE DISCOVER PAYMENT PROCESSING PROGRAM WOULD STOP ONCE THE BALANCE WAS PAID IN FULL.THESE ISSUES CONCERNED ME GREATLY AS A CUSTOMER.

SERVICE PROBLEMS : REPRESENTATIVES DO NOT GIVE A LAST NAME, ID NUMER, DIRECT CONTACT OR EMAIL FOR FOLLOW UP.EMAILS ARE NOT ALWAYS RESPONDED TO IN REGARDS TO ISSUES REPORTED. TELEPHONE CALLS ARE PUT ON HOLD AND TRANSFERRED MULTIPLE TIMES. MANY TIMES I WAS NOT ABLE TO SPEAK WITH ANYONE REGARDING ISSUES REPORTED.

PAYMENT PROGRAM : I AGREED TO PAYMENT PROGRAM TO MAKE SURE BALANCES PAID AND ACCOUNT CURRENT. THE AMOUNTS CALCULATED WERE MADE BY

DISCOVER AS PART OF THE PROGRAM. AND ARE DOCUMENTED IN PENDING PAYMENT PROFILE. AMOUNTS SHOULD NOT BE CHANGED BY DISCOVER SERVICE REPRESENTATIVES. WEBSITE PROBLEMS : OP
ENING PROFILE PAGE DOES NOT DOCUMENT NEXT PAYMENT PROGRAM AMOUNT DUE. DOCUMENTS ANOTHER MINIMUM PAYMENT AMOUNT. CUSTOMER NOT SURE WHAT IS BEING PRESENTED. PAYMENT PROGRAM PROFILE NOT UP TO DATE.

I AM GREATLY DISSATISFIED WITH THE SERVICE GIVEN REGARDING THIS MATTER. I WANT TO BE REFUNDED THE XXXX THAT IS THE BALANCE OF THE XXXX. I ALSO FEEL THAT DISCOVER NEEDS TO REVIEW SERVICE AND PAYMENT PROCESSING SYSTEMS.

Company response to consumer: Closed with monetary relief