Consumer complaint received 2019-10-17
Company: DISCOVER BANK
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On or around XX/XX/XXXX/XX/XX/XXXX I wrote out two separate Discover balance transfer checks to XXXX XXXX for {$900.00} and XXXX credit card for {$1700.00}. Each check was made out directly to each creditor and placed into their separate company envelopes. I walked them down to a US post office locked mailbox outside my office building. I work in a very busy office building with many different businesses and outside is a Us post office mailbox as well as a XXXX lock box. Two weeks went by so I reached out to both creditors to make sure they received the payment which at that time they had not. I contacted discover and was told that yes the checks were processed on XX/XX/XXXX. I immediately became concerned because I had just put them in the lock box a day or two before, the timing was concerning. I then reached out to both XXXX XXXX and XXXX to start an investigation. I went thru all of the necessary procedures with all three creditors to find out what had happened to the checks. I finally received copies of both the checks that had been cashed and I again immediately became concerned because the checks were signed and cashed by the same person on XX/XX/XXXX apparently to a chase banking acct. I immediately contacted Discover and explained the situation, at this point every person I spoke to didn't really seem to care or were concerned. I stressed on every conversation that I believed the checks were fraudulently cashed by some unknown person and each time my concerns were never taken seriously. I filed a case with the post office case # XXXX and I was told by the postoffice that yes there had been some incidence in our area where the mailboxes had been tapered with. I explained that also to every person I spoke to from discover again no one I spoke to seemed to care. I also told them that my boss had a check that was taken and cashed fraudulently from the same mailbox on or around the same time and again no one really seemed to care and in fact XXXX told me it appears that my office had an issue. I again explained to her that all mail gets walked down by me and dropped into a US post office lock box! I was instructed by XXXX that I needed to go to the nearest XXXX XXXX since that is where the checks were cashed and get a copy of source of receipt. My Husband and I on a Thursday XX/XX/XXXX drove 50 miles to the nearest XXXX XXXX to be told by the Bank manager that they could not help us that Discover needed to contact XXXX directly to resolve the issue. We called XXXX while we where in XXXX XXXX. She proceeded to argue with the branch manager stating that he needed to give us the information in regards to the account where the checks were cashed. The Branch manager had to explain to her how the procedure worked and that Discover needed to do an investigation directly with XXXX. My Husband and I were sitting in the middle of this very uncomfortable and inappropriate interaction from XXXX. The branch manager at XXXX was very apoligetic and couldn't believe the misinformation given to us. I contacted Discover that Monday XX/XX/19 and spoke to a superviser and found out that not one of the customer representatives had taken down correct notes. I had to again explain the entire story. She had no knowledge that the checks were placed into a secure lock mailbox once she realized what I had been stating I was finally transferred to the fraud Dept where I spoke to a XXXX XXXX on XX/XX/19. At this point he closed my acct so they could investigate the fraud claim. I then received a letter on XX/XX/19 asking for additional information I called and spoke to first XXXX then XXXX on XX/XX/19 and once again had to explain the entire story because the notes were not entered correctly. I also filled out the attached form and mailed it from my home to Discover. I just received a letter dated XX/XX/19 that they had concluded their investigation and found no fraud and I am responsible for the {$2600.00}. I immediately called and spoke to XXXX on XX/XX/19 and had to give him the post office claim # because once again no one had included that information into the investigation. He explained to me that it would go back to the disputes department but that the charge would still go onto my account and that there was nothing else they could do. This has been so stressful and time consuming, the customer service has been horrible. I have done everything to try to have someone take my concerns seriously and catch the person who committed this act of fraud.

Company response to consumer: Closed with monetary relief