Consumer complaint received 2024-07-19
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: DISCOVER BANK (TX)

In early 2024, Discover was offering a 0 % interest balance transfer for up to one year. I already had a Discover credit card and decided to take advantage of the promotion. On XX/XX/year>, I transferred {$6000.00} balance to my Discover card with the intent to pay it off over the year. 

On XX/XX/XXXX, I received the following notification from Discover : thanks for your payment! Your payment of {$6200.00} posted to your account on XX/XX/year>. 

I then realized that I accidentally set my auto payment to pay my full balance rather than the minimum payment. I thought I had wiped out my checking account, which typically has between $ XXXX in it at any given time. 

I immediately contacted Discover ( on XX/XX/XXXX ) and asked if there was any way they could reverse the payment and instead set my auto payment at {$200.00}. The customer service representative was kind and told me not to worry- she could reverse the payment and would change it to {$200.00}. She said it could take up to 10 days for me to see the change reflected on my accounts. I received a follow up email on XX/XX/XXXX asking for my feedback on their customer service ( which I thought at the time was excellent ). 

On XX/XX/XXXX, I received an automatic email from Discover stating : We have recently been notified that your payment in the amount of {$6200.00} was returned unpaid to us. Since this payment was returned by your bank we recommend you reach out to them if you would like additional information.In accordance with the Cardmember Agreement, the above amount has been charged to your Discover Account.If you have already made a replacement payment, we appreciate your prompt attention to this matter. 

I thought I was receiving this email because Discover canceled the payment at my request. It was my understanding based on my phone conversation with Discover that I also made a replacement payment and was set up for autopay. Based on my call, I wasnt sure how many days it would take to see these changes on my account. 

On XX/XX/XXXX, I received an automated payment due reminder, stating I owed a minimum payment of {$120.00} by XX/XX/XXXX. I still thought my autopay was set at {$200.00}, so I did not think anything of this email. 

On XX/XX/XXXX, I received a notification from XXXX XXXXXXXX ( my other bank ) that there had been a change to my XXXX XXXX  and XXXX XXXX. I logged into my XXXX XXXX account to find that my credit score had dropped from XXXX to XXXX. I have never missed a payment. 

I logged into my account to see XXXX separate negative credit reports from Discover. The first report was made on XX/XX/XXXX, stating that I had been delinquent {$120.00} for over 30 days. This made no sense to me because my phone call with Discover representative was only 30 days prior. 
The second report was made on XX/XX/XXXX, stating that I was delinquent for {$6200.00}. I never received any notifications from Discover about these delinquent amounts or their intent to report them. 

Again, I immediately called Discover. The customer service representatives acknowledged their records of my phone call on XX/XX/XXXX and agreed with me about the series of events. They told me it was unfortunate what happened, and that there was nothing I could have done differently- it was all unlucky timing. They also agreed that no one had notified me of the issue, and I had no opportunity to fix it before they reported it. They told me that unfortunately, they couldnt do anything other than send a notice of improved account, which they did. Now, my credit score is now back to the XXXX, but these false negative reports are still impacting my score. I believe they should be removed because they were caused by Discovers error, and they never notified me of the missed payments before reporting them ( exactly 30 days after I talked with customer service and believed I made payment over the phone ).