Consumer complaint received 2019-08-30
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: DISCOVER BANK (IN)

Dear CFPB, I am a new client to Discover Financial Service. 

I applied for Discover It credit card on XX/XX/XXXX. I filed my application and contacted Discover for the final decision. I uploaded the most recent bank statement and a copy of my SSN card as requested. After the reviewing process, the credit analyst told me in the phone that my personal information got verified and my application got approved. 

I received my Discover It card on XX/XX/XXXX. I read all the materials along with it and followed instruction to activate my card ( XXXX, XXXX ). After that, I created an online account through Discover to manage my card and logged into their mobile application. I also contacted Discover ( XXXX, XXXX ) to ask how to set a PIN and questions regarding to monthly statement and payment. 

Around XXXX, I tried to link my XXXX card to XXXX Pay. But it returned an error that " Verification Required, Call XXXX ( XXXX ) XXXX to verify your card for XXXX Pay ''. Thus, I called XXXX again for reporting this issue ( XXXX XXXX ). First, I was told that it is a regular procedure for the account identity verification. Then, after providing all the required info, I was transferred to a representative from the Fraud and Account Protection department. They asked my social security numbers and other info again, and told me that my account still needs some operations and will be all set very soon. After that, the representative told me that I should provide further documents to verify certain info and they also sent me an email through CPSReview as follow up. 

The email asked me to provide SSN again and required me to sign Form SSA-89 Authorization. Furthermore, they demand me to provide a copy of current U.S. state driver 's license or limited term one or U.S. state ID card. During this time, I realized that my Discover account was blocked from their mobile app and websites. On top of that, they also declined all the transactions made by this card. As a result, I called Discover through XXXX at XXXX to solve the issue. But another representative told me that it is a normal inspection but if I could not provide above materials in 14 days then they will close my account. I argued that I have already provided all the needed and necessary documents during the application process. Moreover, I have proofed my residential address and personal identity through the phone with their agents at least twice. But they refused to unlock my account unless I provide all the documents they needed and also threatened me that it would be a negative impact on my credit history if they decided to close my account. I stated that I am a foreign citizen with work permission. So, apart from SSN, I am clearly not able to provide U.S. state driver 's license or ID card in the near future. My recent applied Indiana Real ID will take at least 30 days to deliver. But Discover insisted their demands and refused to accept my other legal documents ( such as Passport ) as an alternative. 

I feel extremely disappointed to service provided by Discover. And I believe that I was unfairly treated as a client. Literally, it was supposed to be my first day that enjoying their service. Instead, they suspended my account without any specific reason, which I even did not make any transaction. They also ignored customers ' special situation, or listen to their needs, or even provide alternative options. As a financial service company, it is their obligation to verify clients ' identity and avoid fraud. But, instead, they push those responsibilities to clients and repeatedly request their credentials to prove who they are, which bring huge risks of personal info leakage. The ridiculous fact is that the company has already collected those materials during application process and maintains their official channels to verify it. But they just are not willing to do it.