Consumer complaint received 2021-05-20
Product: Debt collection — Private student loan debt
Issue: Communication tactics — You told them to stop contacting you, but they keep trying
Company: DISCOVER BANK (IN)

Due to the pandemic, I have been unable to work my second job. As such my Discover student loans fell behind. Recently within the last few weeks, I have secured secondary employment to supplement my income. I had previously made payment arrangements for a single monthly payment that had cleared on XX/XX/XXXX. After this payment was applied it was found one of my loans had a different delinquency from the other loans. As such, when establishing a payment plan to catch up the payments, an additional payment was scheduled to catch up the out lying loan. The first of payment of the plan and the additional payment are scheduled to process on XX/XX/XXXX. 

While previously setting up these payments and knowing what I could afford my mother and I both would receive nearly daily emails from XXXX claiming to be from Discover and collecting on these loans. It was explained to me that these were system generated emails and after all arrangements were setup the emails would stop. 

All arrangements were setup on XX/XX/XXXX ; the emails stopped for approximately two business days. On XX/XX/XXXX, the emails resumed. In this set of emails however, the email I received had the balance due and the amount past due transposed from those in the email my mother recieved. To this date, no one at Discover has been able to confirm that these emails infact came from Discover. Because the number listed in the email is listed nowhere on Discover 's site nor seemed to have a connection with Discover from a web search, as someone who previously had their identity stolen I was not comfortable with calling the number listed. As such all communication has been directly through the Discover Student Loan 's primary number. 

In all communications it was obvious " the left hand didn't know what the right had was doing. '' Stories would change, on one call that lasted over an hour, the agent seemed completely oblivious to the account and payment status. Saying that she had to do some calculations because something didn't look right. 

After applying the payment on the XX/XX/XXXX, I was able to determine in less than XXXX XXXX that the discrepancy was due to the mismatch in delinquency across the accounts. The majority of representatives have been rude and argumentative in nearly every interaction I have had with Discover. While yes I have been upset, not once have was I ever disrespectful toward the agents. I have spent over 15 years in customer service and for me to become upset regarding interatcations with agents, there is good reason. I make every attempt to remain professional with the agents, however when they flat out lie and are disrespectful, it is to be expected the situation will escalate. Agents should always remember the customer isn't usually upset with them, they are upset with the situation. A customer service professional should be able to de-escalate the situation. Coming back at the customer with arguements and excuses are like putting small puffs of air into a balloon until eventually that balloon just pops.