Consumer complaint received 2018-07-05
Company: DISCOVER BANK
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
To whom it may concern : I have been a cardholder with Discover Card for nearly 24 years. Since that time, my account has never been in default, nor has Discover had any issues with billing, payments, or otherwise. 

On or about XX/XX/2018, subsequent to having requested a separate credit card from Discover, I received correspondence indicating, XXXX XXXX, that Discover has been " unable to verify certain elements of information on ( my ) account, '' and requesting that I provide a Form XXXX ( Social Security Number Verification Authorization ), as well as a copy of my Driver 's License and Social Security Card. Discover requested that this information be provided within 14 days from the date of their correspondence ( XX/XX/2018 ). Discover was provided with this information via facsimile transmission on XX/XX/2018, per the directives contained in their correspondence. 

Subsequently, I was notified via electronic mail that both the newly-requested account and my longstanding accounts had been closed. I immediately contacted Discover, and it was stated that they ( Discover ) had not received the requested information. I was additionally advised to re-fax the information, which I did, and receipt thereof was acknowledged by Discover. 

Having not heard from Discover regarding this issue, I contacted them again on XX/XX/2018. At that point, I was verbally advised that the matter was " under review by a supervisor, '' and that " someone would call me '' within the next 24-48 hours. I did not receive a telephone reply ; however, I did receive another electronic communication requesting that I contact Discover immediately.

Upon contacting Discover on XX/XX/2018, I was advised by the initial call-taker that the accounts were closed because Discover had not received the information within the 14-day window provided by the original correspondence. This was confirmed when I requested to speak with a supervisor, the same who advised that there was " no way '' for the accounts to be reopened. I requested written verification of this and this request was declined as it was indicated that the e-mail correspondence mentioned herein was sufficient. I additionally inquired as to which specific provision of my credit agreement ( contract ) I had violated, and the individual to whom I spoke was unable to provide that information, and suggested that I simply reapply for a new Discover Card. I indicated that I would not do so as the same issue would likely be repeated by Discover, and this was acknowledged by this individual. I additionally advised that I would submit a complaint to the CFPB and investigate the possibility of taking legal action with respect to this matter, and was told " you do what you have to do. '' The closure of my longstanding account will negatively affect my credit score, by drastically lowering my average age of accounts, lowering my available credit, and having a " hard '' inquiry from the second account which, in fact, was never opened. This will result in the inability to obtain credit ; the ability to obtain financial products only at a higher interest rate than otherwise available ; and the possible closure of additional credit accounts. 

Discover is in possession of all relevant correspondence as outlined above ; however, in order to facilitate your review I have attached true and correct copies of ( 1 ) the initial correspondence received, and ( 2 ) my reply/cover letter/fax returned to them pursuant to their request. I have not attached the various e-mail documents sent by Discover, because the same are not dispositive of this issue insofar as they simply advise me that the accounts have been terminated. Should you require those documents, please advise and I will forward the same to you in due course. 

There is no legitimate reason for Discover 's request for verification ( particularly due to the fact that they have consistently correctly reported the accounts to credit bureaus ), the requested information was, in fact, provided to them in a timely fashion, the account has never been in default or closed in almost 24 years, and Discover both created this issue and imposed damages upon me for no reasonable purpose. Accordingly, I am respectfully requesting assistance in this matter through the CFPB. 

Thank you.

Company response to consumer: Closed with explanation