Consumer complaint received 2020-12-15
Company: DISCOVER BANK
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On XX/XX/20 and again on XX/XX/20, I was barred access to my Discover Banking account. When I called customer service on the XXXX of XXXX and actually got to a representative, I was transferred to the Fraud department. Apparently, the action of adding an external bank account, to transfer money into my account, triggered a flag on my account and then locked me out. XXXX, the fraud specialist I spoke with claimed she didn't see anything that caused the lock-out of my account, but she did what was necessary to get my account back to me being able to access the account. On XX/XX/20, I again had to call customer service because my account was locked out, I had no access. The first representative I spoke with, while putting me on hold, she made the sly comment that I had done something fraudulent before she actually placed me on hold. When I got to the next representative, he asked had I attempted to use XXXX. I told him that I attempted to set that feature up and then my account was logged out. I asked him why that happened, he didn't tell me. I requested to speak with a manager. A spoke harshly with a Mr. XXXX in regards to the issues surrounding why my account keeps getting locked out and his only excuse was to tell me that Discover has certain security features in place. I asked him why did these security features keep locking me out of my account and that I felt that I was being singled-out by something that was possibly placed in my account and I wanted to know what, being that my account gets locked out on a regular basis. He wouldn't tell me the reasons why my account was locked out and I basically requested that if they couldn't tell me the reasons why this constantly happens, then I needed to close out my account because I couldn't trust them with my money, being that I'm not able to fully access my account. His only excuse was that Discover has protocols and security features in place and he couldn't guarantee what causes their systems to lock a person out. I stated that I've never had the issues with any other bank, that I have with Discover and again he wanted to tell me about their security features, but tell me the exact reason why my account was locked out again. I requested that he have someone from Discover 's escalations department give me a call so I could determine what to do in regards to this account. After I had spent an hour and 42 minutes on the line, my account was still locked out and I had no answers as to why this issue keeps happening. Mr. XXXX placed me on hold to supposedly go unlock my account, but an hour after, the account is still locked and I have no answers. As I stated to Mr. XXXX and others that I spoke with on the phone, regardless of what I do with this account, I get locked out. I've been locked out for adding an external bank, I've been locked out for logging into my account from my mobile device, I've been locked out because I tried to set up recurring deposits. These are things that have locked my account that doesn't happen at other banks. Mr. XXXX could only repeat his spill about Discover 's security features. This has happened multiple times and someone needs to investigate why Discover allows this to happen without an explanation. Because of Discover 's actions of locking me out of my account, I've experienced a loss of money ( because XXXX wasn't set-up on the account to accept the money ), I've suffered emotional issues because representatives have made me feel like I've done something wrong, when I haven't.

Company response to consumer: Closed with explanation