Consumer complaint received 2022-10-19
Company: DISCOVER BANK
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX, a scammer contacted me at XXXX convincingly pretending to be Discover Bank XXXX whom I have both checking, savings, and credit card accounts with. They took my information and hacked into my savings and checking accounts, transferring the majority of my savings ( {$2800.00} ) into my checking account and then emptying my checking account as well. In the end, they took a total of {$4100.00}. I called Discover Bank at XXXX on XX/XX/XXXX and informed them of what happened. During the draining of both of my accounts, Discover made no attempts to flag the charges or freeze my account due to unusual activity. When I spoke to Discover ( multiple people in the checking and fraud departments ) they made no mention of filing a police report, took copious notes of the ordeal, and informed me that they were in the midst of filing disputes and getting my money back to me. During that day, I created all new accounts, set up a new verbal password with Discover, placed credit freezes on my social security number, and waited for news from Discover. My new checking and savings accounts were created on XX/XX/XXXX and the lost funds were transferred into my new checking account on XX/XX/XXXX. During all of this, no one from Discover ever mentioned these funds were temporary and to my knowledge the disputes had been approved and everything was finalized. However, on XX/XX/XXXX, without warning Discover removed all of the reimbursed funds from my checking account. They never contacted me letting me know this was happening, all I received from them was an email saying my account had been overdrawn, which made me panic and believe something fraudulent had happened again. I had to call the bank to see what was happening with my account and learn that they had removed the reimbursed funds from me. They then informed me that I now had to file a police report and try to re-dispute the claims, I might even have to contact the attorney general 's office for assistance. The claims were denied because apparently the merchant said the purchases were made in person using a card, which in no way reinforces the idea that these transactions were not fraudulent. However, I decided to not make a fuss and fill out a police report, if anything for my own peace of mind and records. When I got to the precinct, the officer who handles fraud reports informed me I would need a legally notarized affidavit from my bank saying fraudulent activity happened on my account, something which they never gave me. In fact, I had no written documentation that fraud had happened on my account save some letters stating my disputes were underway. I contacted my bank to ask for this documentation and they informed me that they had no idea what this paperwork was and to simply go to a different precinct and try again there, and if they asked for the same document I could then call the bank back. I asked to speak to a specialist with the bank, was put on hold for XXXX minutes, and finally informed that no one was available and they would have to call me back. For XXXX weeks now, I have been unable to use my checking account, had to transfer all of my paychecks and money transferring accounts to my savings so I can receive paychecks and pay my rent. Any money that goes into my checking account is unavailable and automatically goes towards the negative balance that I " owe ''XXXX XXXX  of my accounts were completely drained on Discover Bank 's watch and they have done the bare minimum, if that, to reimburse me for the money that was stolen. I will be urging as many people as I can to bank with a different company.

Company response to consumer: Closed with explanation