Consumer complaint received 2024-01-21
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: DISCOVER BANK (UT)

ATTN : Consumer Finance Protection Bureau On XX/XX/year>, I received a call at XXXX XXXX  MT appearing to be from Discover Banks phone # ( XXXX ) to alert me of fraud on my account. I was told a wire transfer had been initiated and was flagged because it was in XXXX CA. I did not initiate the transfer so I alerted the representative that it was in fact a fraudulent transaction. I was assured that an investigation would be opened and my money was safe. Someone with the last name of XXXX was mentioned and I alerted the caller ( who pretended to be a Discover representative ) that I was not familiar with this person. I was told my debit card was still active, but the online portal was frozen to protect me. I received another call at XXXX XXXX  MT, appearing to be from Discover, to follow up and let me know that the transaction was still being investigated and that Id get another call around XXXX. At XXXX XXXX  MT, I received another call, appearing to be from Discover, alerting me that the transaction was still being investigated, that the online portal would be unfrozen, and that, due to my being at work, Id receive another call at XXXX MT. I did not receive this last call from the person, who appeared to be calling from Discover. 
Around XXXX I went to the Discover Bank online portal to verify that the funds were still in my account and to change my password. I was unaware of any way fraudsters could have obtained my banking account details to initiate a transfer. Quite literally, Id never known this information before, nor had I ever entered it anywhere before with the exception of possibly using this information with XXXX XXXX. My only transactions using this bank account had been with XXXX XXXX  and I believe there were no more than 3 transactions in the history since opening this Discover bank account. When I changed my password and accessed my account, {$2000.00} plus a transaction fee was missing from my account and it was obvious that the funds had been transferred by wire transfer to the fraudsters. I immediately searched my inbox for emails and found two emails stating that the wire transfer had been initiated at XXXX and was sent at XXXX XXXX. Then, I immediately called Discover Bank to find out what the heck was going on still not understanding that the calls I received were from fraudsters, not Discover Bank. 
From this point on, it became clearer that this was mishandled. First when I called about the fraudulent wire transfer, I was told to call back the next day when the investigation unit was in. I called again the next day and I was told an investigation would be opened. But, I was under the impression an investigation had already been opened by the callers who I eventually realized were the fraudsters. Either way, I had called the bank to alert them of the fraudulent wire transfer the day the fraudulenet wire transfer was initiated and again the next day. I spoke to multiple departments and multiple people alerting them of the fraudulent wire transfer. 
Id immediately alerted the wire team and the investigation team of the fraud. I also called the main line for Discover and alerted them to the situation. During one of these calls, Id learned that someone had called the automated system on XX/XX/year> to do a balance inquiry and the caller had been successfully authenticated on this call. This caller was not me, it was the fraudsters. It seems the phone # used could be located, along with the name on the bank account my monies went to, right? On the XXXX, I learned the wire was sent to a XXXX XXXX and Discover Bank said they knew the account # it was sent to. After my call on the XXXX, I was told a recall was put in on the transfer. I was told that there was no estimated timeframe for the outcome into this case and there was no guarantee Id get my money back. WHAT??? Believing Discover was supposed to be a top-notch bank, I assumed this would all be worked out and my monies would be returned to me. 
For security reasons, I had my debit card linked to a new account #. Id changed my password. I also added a security question that needed to be asked when any activity on my account was initiated. 
Ive never entered this account # anywhere that Im aware of that could have provided the details to fraudsters such as phishing emails. I never really used this bank account outside of 3 transfers w/XXXX  that were some time ago and I do not have checks or any other information about that would have made my account details easily accessible to anyone. I believe my account details mustve been leaked by Discover Bank or XXXX. I alerted the bank the same day the fraud occurred and again the next 2 days. I sent and faxed letters alerting the bank of the fraudulent wire transfer and requested my monies be refunded.which THEY WERE NOT. On the XXXX of XXXX, 4 days after the wire transfer was initiated, I received a message in my online bank account portal ( under my newly assigned bank account # ) that said the transfer was completed. HOW WAS IT COMPLETED 4 DAYS LATER WHEN I ALERTED THE BANK OF THE WIRE TRANSFER BEING FRAUDULENT AND A RECALL WAS PLACED ON THE TRANSFER???. 
I have absolutely no idea how my bank account information would have been obtained by fraudsters. But, I Iearned from one Discover Bank representative that fraudsters were authenticated through the IVR using my details. I later was told the only way they could have been authenticated, is with my personal details and and possibly spoofing my phone #. 
I filed a police report, but it is now inactive as I couldnt provide any details about who stole my money. 
The bank had the banking institution and an account # that the fraudulent wire transfer was sent toand could have stopped the transfer but they obviously did not. 
I was robbed. 
I want my money reimbursement from Discover bank. 
What also really upset me is that Discover closed my investigation stating the reason as me not opening the account - so a new account had been assigned to me- which was NOT RELEVANT TO ANY OF MY CALLS OR ALERTS. 
I am livid. 
From, A concerned citizen and identity theft victim