Consumer complaint received 2024-12-04 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: UT

Complaint narrative:
Background : 1. Account Details : I chose Discover for my first credit card at XXXX and was a loyal customer until my account was closed following delinquencies caused by a documented medical emergency. Prior to and since this incident, I consistently made on-time payments. 


2. Attempts to Resolve the Issue : I have submitted multiple requests to Discover, including a letter dated XXXX requesting a goodwill adjustment to remove the multiple derogatory marks from my credit report. These marks reflect five to six months of delinquencies that were directly caused by circumstances beyond my control while I was undergoing treatment for a medical condition. 

Discover responded on XXXX, referring to me as a current customer, despite my account having already been closed. This response implies that they failed to thoroughly review my account or the details of my request.

Following Discovers denial letter dated XXXX I sent another letter on XXXX  to both their customer service team and the Office of the President and Executive Resolutions team. In this letter, I requested a further review of my case and advised Discover that I would escalate this matter with a complaint to the CFPB should they fail to reconsider.

While Discover claims in their letters that they are obligated to report accurate account information to the major credit agencies, this statement misrepresents their obligations under the Fair Credit Reporting Act ( FCRA ). While they are required to ensure that reported information is accurate, there is no legal obligation to report all items. This distinction is crucial, and their refusal to exercise discretion demonstrates unreasonable behavior in this case. Discover has now failed to accurately portray this fact in writing multiple times. 

Despite these efforts, I received the exact same mailed response I had received previously. These letters, dated XX/XX/scrub>XXXX XXXX XXXX  respectively, arrived just a couple of days apart and failed to address any of the specific concerns or new information I presented in my follow-up. 

These are my most recent efforts, but over the years, starting at the time of the incident, I have repeatedly requested that Discover provide a goodwill accommodation for this extraordinary circumstance. I have consistently offered to provide any documentation they might need to support my requests, yet each time, I have been met with the same refusal. These derogatory marks will remain on my credit score for over two more years, continuing to cause significant harm. 

I am simply exhausted from having to repeatedly address this issue and deal with what I perceive as unfair and predatory behavior from a large financial conglomerate that refuses to acknowledge the reasonable context of this situation. 


3. Impact of Discovers Actions : On every credit application I have submitted since these late payments were reported, multiple late payments and serious delinquency are consistently cited as the primary reasons for declines. The only late payments on my credit record are those stemming from Discovers reporting. 

Discovers refusal to accommodate my goodwill request has perpetuated an inaccurate representation of my creditworthiness. The multiple derogatory marks distort my otherwise consistent payment history, leading to significant long-term financial harm, including : - Increased interest rates. 
- Diminished access to credit. 
- An ongoing negative impact on my credit score. 

On XXXX, XXXX initially removed the derogatory marks from my credit report based on the documentation I provided. However, they later re-added them after Discover confirmed the accuracy of their reporting and refused to make a goodwill adjustment.

Company response to consumer: Closed with explanation