Consumer complaint received 2015-12-28
Company: DISCOVER BANK
State: CO
Product: Credit card
Issue: Delinquent account

Complaint:
I received a Discover credit card XX/XX/2015. When I got my card I enrolled my account for auto-pay to have the entire amount owed deducted from my checking account at the end of each billing period. This worked for the first three months and I was not aware of any issues. XX/XX/2015 I got an alert from my identity theft protection service advising me of a negative report on my credit history. I checked the alert and learned that Discover had reported me for failure to pay a bill. The bill was from XX/XX/2015. I tried to call Discover at their XXXX ( XXXX ) DISCOVER hot-line number but the automated message told me their call center was closed. I tried many more times over the course of three days, calling XXXX ( XXXX ) DISCOVER but I kept getting the automated message that their service center was closed. Finally I called a technical support line that answered. The tech support representatives told me that the XXXX XXXX XXXX XXXX DISCOVER is 24/7 and that I was incorrect about them saying they were closed. I have recordings of the automated message stating that they are closed. They also stated that I had never enrolled in auto-pay and that I had made all my payments manually using their website. They claim I had made three payments manually via their website ; one on XX/XX/XXXX, one on XX/XX/XXXX and a final one on XX/XX/XXXX. Their online records only show one payment made via the website which was on XX/XX/XXXX. They are absolutely wrong when they claim i never enrolled in auto-payments. If I paid online every time how come there is only record of XXXX payment to my account in the eight months since I opened my account? How come they themselves ( this is recorded as well ) state that I paid them three times via their website and they only have record of XXXX payment? I enrolled in auto-pay with Discover the same as I have with every credit card I own ( XXXX credit card and XXXX debit cards ) and I have never missed a payment. Discover erroneously switched my account from auto-pay and have inaccurate records that my account was not set up for auto-pay. Their ineptitude and refusal of responsibility is evidenced in the way that their XXXX number has not worked for three days and their insistence that it is working ( again, I have recordings of their automated message stating they are closed ). I am upset about the erroneous fees they are charging me for failing to pay my bill but I am furious that they have damaged my pristine credit as a result of their mistake. I have a picture of my account setting showing that it is set on auto-pay. I also have a picture showing that their records reflect only one payment made via their website in contradiction to their claim that I have manually been making the payments via their website the entire time. According to their records I have only paid them one time. How is that possible if I have been using their credit card for eight months? I will attach the screenshots showing that their records only reflect one payment and my monthly activity statements showing that the numbers they are claiming simply do n't add up. I will also attach the recording of their closed call center to this complaint if possible. The call center issue is really just to show a pattern of ineptitude and their denial of culpability.

Company response to consumer: Closed with explanation