Consumer complaint received 2024-06-19
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: DISCOVER BANK (CA)

I opened a new Discover credit card account in XXXX of 2024. I did this because of the offer of 0 % interest on balance transfers. I transferred two credit card balances to my new Discover account and have been paying on them. I never had an issue. No phone calls. No paper mail except for statements. No emails. Yesterday, XXXX XXXX, 2024, I received a paper letter stating the following : Letter dated XXXX XXXX, 2024 - " As a result of a recent review, we have closed the account referenced above. We have taken this action because we were unable to verify personal information on your account. We will report to the credit bureaus that the account was closed by creditor, and credit your account with your card rewards balance if you have one. '' This was incredibly surviving as they opened my account without any issue, not a single request for further " personal information '', no phone calls, no paper mail, no texts alerting me to the news that there was an issue that needed resolving. I log into my account regularly to check balances and make payments. Not a single notification.

As such, upon receipt of the letter I logged in to my account online and found that my available balance has been wiped out and now stands at {$0.00}, telling me the account has been closed. I called XX/XX/XXXX24 @ XXXX and spoke with XXXX . She let me know that the account was closed because I failed to very my personal information via 4506C from XXXX. I asked her how I would have ever known I needed to complete such a form. She said it would have been emailed. While on the phone with XXXX, I logged into my XXXX  account, verified the email address it would have been sent to, and searched for the form she was referring to. I found nothing. I have statements, payment confirmations, verification that my new account was created... but nothing from XXXX. No forms to be completed. Not a single email letting me know further information was needed.

She said there was nothing they could do. The account was closed and will remain closed. She said I could file a dispute with XXXX. I asked her what I would be disputing and how could I do that. I was not aware of any issue, so what am I disputing? Is the issue with Discover or XXXX? She said she's " heard that some people file disputes, but I'm not sure what they say. '' Was not helpful in the least. This is very disappointing and frustrating. My husband and I have been working so hard to repair our credit after several very difficult years. This Discover account was supposed to help us better our situation. Now all I am left with is an unfairly closed account that will reflect poorly on my credit and have a negative impact on my score and our ability to refinance our home, as was the plan.

I am incredibly upset and not sure how to move forward. I have reached out to XXXX and have been unable to get through. I simply can not see how this is legal in any way shape or form. Regardless of Discover claiming there were emails, I can confirm there were not. I have searched and searched and found nothing. Furthermore, XXXX said the request was sent in XXXX between XX/XX/XXXX and XX/XX/XXXX. That was 2 months ago. Not a single letter? Phone call? I receive paper mail for promotions, statements, etc. But didn't receive anything regarding this issue until XX/XX/XXXX. That was plenty of time for Discover to reach out. I would have been happy to comply.