Consumer complaint received 2025-06-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: DISCOVER BANK
State: PA

Complaint narrative:
I am writing to formally express my frustration and disappointment regarding the mishandling of my Discover credit card account, specifically related to the Fixed Payment Program I was enrolled in on XX/XX/XXXX. This program was set at {$86.00} per month for 12 months, yet I have encountered a complete lack of accountability and transparency from Discover in handling this matter. 

On XX/XX/XXXX, I was informed that the employee who originally set up my payment plan is no longer employed with Discover. Since then, multiple agents and supervisors have failed to provide me with any details about the bank account used for these payments. I have made multiple attempts to resolve this issue, including speaking with four different representatives in a XXXX time span on XX/XX/XXXX. 

During my last call, I spoke with XXXX ( ID : XXXX ), who stated she would check with a supervisor about initiating a maintenance request regarding my complaint. After holding for XXXX minutes, she returned to inform me that no one could assist me because the issue was deemed too old. Furthermore, she stated that while she could submit a complaint, there was no guarantee it would be reviewed. 

I find it unacceptable that despite explaining this issue multiple times, I still have no resolution. As a loyal Discover customer of five years, I expected better treatment and accountability. Instead, Discover has : Failed to provide transparency regarding the Fixed Payment Program transactions Neglected to resolve an internal error that has negatively impacted my credit Caused undue stress and wasted valuable time with unhelpful customer service interactions Reported a late payment to the credit bureaus, which was entirely out of my control Charged me unfair late fees and returned check fees, which I was forced to pay, despite this being Discovers mistake To add context, I underwent XXXX on XX/XX/XXXX, and was without income or employment. When I enrolled in the Fixed Payment Program, I trusted that Discover was handling my account responsibly. Instead, your companys negligence has resulted in a completely avoidable negative credit mark and financial burden that has severely impacted me. 

Furthermore, file a complaint regarding another highly frustrating and disappointing experience I had during a call with Discover on XX/XX/XXXX. I have been a loyal Discover cardholder for over five years, and the service I received during this interaction was both disheartening and unacceptable. 

My initial conversation began at approximately XXXXXXXX XXXX with a supervisor named XXXX. I inquired about the possibility of a goodwill adjustment for a late payment reported for XX/XX/XXXX due to financial hardship. XXXX responded that Discover is required to report accurately to the credit bureaus and would only make adjustments if an error occurred on Discovers part. Despite my clear and respectful explanation of my circumstances, including hardship and my positive long-term payment history, I was repeatedly given a generic and dismissive response. 

When I requested to escalate the matter and have my account investigated, I was told no investigation was needed. I reiterated my concerns, highlighted my account longevity, and requested a one-time courtesy adjustment, but was again dismissed. XXXX also claimed I had multiple late payments, which contradicts what is shown on my credit reportsonly one late payment is reported. When we reviewed my payment history, she referenced returned payments from XX/XX/XXXX through XX/XX/XXXX, and again from XX/XX/XXXX to XX/XX/XXXX, due to my bank account being frozen. 

Following this, I asked to speak with someone regarding the fixed payment program I had requested prior to undergoing XXXX and facing a period without income. I was transferred at approximately XXXXXXXX XXXX and then spoke with XXXX ( ID XXXX ) around XXXX XXXX. 

This call was especially upsetting. XXXX was condescending, smirking, laughing, and frequently put me on hold without informing me. Despite explaining my concerns multiple times, she struggled to answer direct questions and instead provided irrelevant information, such as how I was charged returned check feesa point delivered in a judgmental tone, suggesting it was entirely my fault. This directly contradicted XXXX earlier explanation and was deeply unprofessional. 

I had to explain my issue again and even direct XXXX to my account statements, which clearly show that I enrolled in XXXX XXXX online on XX/XX/XXXX with the intention of starting payments on XX/XX/XXXX. However, she brought up unrelated payment information about a Fixed Payment Program set up on XX/XX/XXXX, which was not the focus of my call. My statements show that autopay was in place, and the first payment came out on XX/XX/XXXX, followed by payments on XX/XX/XXXX and XX/XX/XXXX, before issues began in late XXXX. XXXX ultimately confirmed this autopay was set up by an agent and stated she would submit a complaint, though the call did not leave me confident this would be done appropriately. 

This experience has left me completely dissatisfied. I have contacted Discover and submitted letters since XX/XX/XXXX with no resolution. My credit has been severely impacted, and despite trying to resolve this professionally through the proper channels, I have been met with resistance and a lack of care. I feel completely undervalued as a long-time customer.

Company response to consumer: Closed with monetary relief