Consumer complaint received 2022-05-28
Company: DISCOVER BANK
State: NV
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Please be advised that after making an initial complaint Student Loan response is not true to the actual events that were already determent and confirmed by the Discover collecting payment department. As of today, my daughters and my livelihoods are harmed by the careless actions of the lender. Today, my daughter can not move to a different state for a job opportunity. Her application was denied because her credit score fell to lower than XXXX because of the Discover loan reporting, and so is mine, co-signer, XXXX points overnight. My lease ends next month, and I can not get another car which is the source of me producing income. At this moment, Discover student loan lender refuses to repair a harm created by them and my daughter and I both will lose our income and opportunity to live and to work. My daughter will not have a roof soon and I won't have a car. We have 30 days to fixed credit score. When we started working with the Discover collection department, they established that what my daughter ws promised was not done, and she was rightly qualified for the deferment. However, her supportive documents were never requested, and therefore, the loan let run into bad standing without our knowledge. Since we started working with the Discover bank on this issue, our online accounts vanished with all internal communication and supportive documents provided when we realized the problem. The issue of not being able to log in to both our accounts start happening at the time during the initial phone call from XXXX to collect payment. During this call, XXXX requested to upload my daughter 's NY state document, which is proof that she is eligible for the promised deferment that never took place. 
Supervisor XXXX promised to submit the dispute to all three credits and sad my daughter has to call him back and he will do it for her. When we did call back, we got on the line with XXXX. We requested to have XXXX on the line to continue fixing the problem. XXXX never stressed about getting XXXX and he continued with interrogation over the phone for 2 hours and then switched to the higher level supervisor XXXX who continued for another house. She is now working on this case too. We have requested the bank numerous times to pull all the calls that will prove our case and the harm that was done to us. Documents attached. However, there is no communication notation or accountability for promises from any parties that we spend hours over the phone with. I called Discover Student loan today to unlock my account. They are saying I do not have an account with them and must register as a new signer to get access to my loan. So it's my daughter. I explained that since XXXX, we both have active accounts and we must have access because all the communication with their bank that has happened over the private online messages needs to be recorded as a supporting document to our case. At this time, I request Consumer Financial Protection Bureau to protect my daughters and my opportunity to live and work and stop Discover student loan bank from damaging our lives unfairly and unlawfully and open an investigation and Enforcement actions to stop the harm.

Company response to consumer: Closed with explanation