Consumer complaint received 2022-12-22
Company: DISCOVER BANK
State: MS
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:
In early XX/XX/2022, I accepted an offer from XXXX for a balance transfer from Discover for the amount of {$2100.00}. I noticed a few days later that my debt doubled, Instead of owing just Discover {$2100.00}, I now owed both companies {$2100.00}. Fearing I had made a mistake, I reached out to XXXX 's customers service team to see what went wrong. After reviewing the documentation I submitted from the balance transfer, the agents at XXXX reassured me that no mistake had been made on my part, and advised me to wait a few days to see if my discover balance had been updated. 

A week later, after noticing my balance did not change, I reached out to discovers " customer service team to see what went wrong. The agent was not able to locate the payment and wanted me to reach out to fidelity to ask them to help them in locating the payment, so I did. XXXX did a full investigation and sent me a letter ( Which I have attached as proof ) that states that Discover did receive the funds, gave the date that Discover received the funds, the last four digits of the account number the funds were posted to, and even gave a reference trace number to help Discover find the payment. ( Said letter is attached ). I quickly reached out to Discovers ' team to get them that information, the agent did not know what to do with the reference trace number and suggested that I filed a missing payment dispute online. I filed the first claim online and uploaded all of the information Discover said that they needed ( I have attached the email from Discover stating what documentation they needed for my case, and also have submitted proof of the documentation I gave them in response, what is exactly what they asked for ). Despite all of this, my claim was still rejected. A month or so later I filed another missing payment claim after XXXX did a more thorough investigation and after uploading the newer documentation, the missing payment dispute was rejected again. You can see in the files I submitted where both of these missing payment disputes were rejected.

Once I reached out to Discovers " team once again to see why the missing payment disputes were rejected I was told that the billing department wanted me to send pictures of the front and back of the balance transfer check to them, which is not a reasonable request since the balance transfer was an electronic funds transfer between XXXX and Discover, and I had provided proof that 1. ) the payment left my XXXX account as I now owe fidelity {$2100.00} for " Balance Transfer to Discover '' and 2. ) I provided proof that Discover did receive the payment and provided a trace number to help them find the payment. This has been a months long ordeal and honestly Discovers customer service appears to be very subpar. XXXX 's team has went above and beyond to help the agents at Discover resolve this issue and frankly, XXXX 's team seems much more knowledgeable than those at Discover as Discovers agents do not seem to know what to do with the information provided by XXXX. I do not think there is anything I can do further to assist Discover in resolving this issue.. Any help in resolving this issue would be greatly appreciated.

Company response to consumer: Closed with explanation