Consumer complaint received 2015-10-10
Company: DISCOVER BANK
State: MI
Product: Credit card
Issue: Credit line increase/decrease

Complaint:
The history : I have been a loyal Discover Card customer since XX/XX/XXXX ( 9 years ). My spending behavior is I normally charge up the card near its credit line and pay the balance off, in full, within six months. This has been true for the last four years. I have high balances on other credit cards, but have never missed a payment with them. My credit score is just over XXXX. 
What happened : I made a nearly {$11000.00} payment XX/XX/XXXX to pay my full balance, again this is common behavior ; just in XXXX of this year I made a {$7000.00} payment in full. We were doing a lot of immediate spending as we had a zero percent offer on new purchases. We logged into our credit card account on our mobile app to find that on XX/XX/XXXX we were some {$500.00} over our credit line, but our balance was only {$4300.00}. How could this be when we had an {$11000.00} credit line? Turns out, Discover reduced our credit line from {$11000.00} to {$3800.00} after our {$11000.00} payment without even telling us. 
We immediately called customer service and they upped our credit line to {$4500.00} so that we would no longer be over our limit since they allowed the spending to happen after reducing our credit line. How generous of them. We asked to have our credit line restored to the {$11000.00}. They said that based on my soft credit pull I was at 94 % of my available credit card limits for all of my cards, and I had recent credit inquiries from three months ago so based on that information they would not restore my credit line, nor increase it from my {$4500.00} limit. Never mind the fact that if Discover Card reported my {$11000.00} payment ( thus {$11000.00} lower balance ) then I would be at 74 % of my available credit limits with my credit cards. Instead they dropped my line to keep me at 94 %. 
I escalated the matter and received a callback on XX/XX/XXXX from the credit department manager, XXXX. I was irritated about the situation but was respectful throughout the conversation, which is more than I can say about that manager. XXXX kept cutting me off midsentence, kept repeating herself instead of answering my questions, and simply refused to listen to what I was trying to tell her. I explained we had been customers for 9 years and are going to close our account if we can not come up with a solution. She did not care the slightest of our relationship with the company. I asked her if she understands that without customers to serve, she would be out of a job? But apparently Discover is too big for XXXX to care about XXXX customer. At this point I was not even trying to restore our credit line, but asked out of a good relationship that they extend the limit by some amount, {$2000.00} perhaps, just to keep me happy and keep my business. All throughout XXXX kept up her unprofessional attitude cutting me off and belittling me. I asked her if the phone call was being recorded and she conveniently said it was not. I asked to speak to her supervisor ; she said she was the top of the line. I told XXXX that her behavior towards me as a customer was unacceptable and I was going to report it to her. Then she became nice all of a sudden and said she would gladly forward my request to speak with her supervisor, who is XXXX XXXX. XXXX XXXX called me the following day, but I was not able to take her call. She left a message saying she was out of town and would try me the following week. It 's been four weeks since her first call and I am still waiting for a callback. I just called Discover customer service and had them email XXXX XXXX asking her to follow up with me. 
So what can we do : My car needs new tires, we have a {$2000.00} medical bill to pay ( and growing ), and I need {$1000.00} work done at the dentist 's office. We have no savings and discover card chopped our credit line by {$8000.00} after we did the responsible thing of paying the balance we owed. We are now in a bind thanks to Discover.

Company response to consumer: Closed with explanation