Consumer complaint received 2025-08-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: DISCOVER BANK
State: CA

Complaint narrative:
Consumer Complaint to CFPB Against Discover Bank Company : Discover Bank Product : Credit Card ending in XXXX Issue : Billing dispute / misleading information about repayment program Date of Incident : XX/XX/year> Complaint Details : In late XXXX to early XX/XX/year>, I contacted Discover Bank regarding a financial hardship due to a layoff. I inquired about hardship programs that could temporarily reduce my monthly payments on my Discover credit card balance. Discover Bank offered a hardship program, which I accepted, that required me to pay {$150.00} per month for 12 months, beginning XX/XX/year>. 

However, in XXXX I received a billing statement from Discover Bank showing a payment due of more than {$1000.00} on XX/XX/year>. This was grossly inconsistent with the hardship program terms that had been agreed upon. 

On XX/XX/year>, I called Discover and was transferred to XXXX ( operator # XXXX ) in the Member Specialty Department. XXXX reviewed my account, confirmed that the {$1000.00} billing statement was incorrect, and explicitly told me to ignore it. She further confirmed that I was in fact enrolled in the hardship program at the reduced rate of {$150.00} per month, starting in XX/XX/year> and continuing on the XXXX of each month thereafter for 12 months. 

XXXX went further and advised me that if I paid both XXXX and XXXX installments on that day, XX/XX/year>, then no payment would be due on XX/XX/year>. Acting in full reliance on her representations, I made a payment of {$310.00} ( {$150.00} for XX/XX/year> + {$150.00} for XX/XX/year> ) over the phone with XXXX on XX/XX/year>. This payment was processed via ACH from my bank account the next day. I have attached copies of the payment confirmation and billing statements for proof. 

Despite XXXX assurances, I recently received an electronic bill from Discover Bank stating that {$150.00} is due on XX/XX/year>. This is in direct contradiction to the terms XXXX provided to me, which I relied upon in good faith. 

Today I contacted Discover again and spoke with XXXX ( operator # XXXX ). He seemed very unable to grasp the sequence of events that had transpired with XXXX and the facts of the matter as I had explained to him repeatedly during the call. After more than an hour on the phone, he stated that he consulted with his manager and advised me that XXXX XXXX have given me wrong information. He apologized, and told me that I am still required to pay the {$150.00} by XX/XX/year>. 

This is unacceptable. Discover Banks representative induced me to make a {$310.00} payment by misrepresenting that no XX/XX/year> payment would be due. This amounts to misdirection and consumer fraud. I have acted in reliance on the written hardship plan and on the clear verbal representations of Discovers authorized representative. 

Harm : I have been misled about the terms of my repayment plan. 
I was directed to make duplicate payments under false pretenses. 
I am now facing billing demands that contradict Discovers own prior representations. 

Resolution Requested : I demand immediate correction of this issue. Specifically : 1. Discover Bank must honor the terms as explained to me by XXXX on XX/XX/year>. My account should be deemed current through XX/XX/year>, with the next hardship program payment of {$150.00} due on XX/XX/year>. 
XXXX. Discover Bank must correct any inaccurate billing statements to reflect this. 
XXXX. Discover Bank must ensure no negative credit reporting, late fees, or penalties arise from this misrepresentation. 
XXXX. Discover Bank should investigate the misconduct of its representatives and provide assurances that this type of misrepresentation will not occur again. 

I am requesting that the CFPB compel Discover Bank to take immediate corrective action and protect me from further harm.

Company response to consumer: Closed with non-monetary relief