Consumer complaint received 2026-01-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: DISCOVER BANK
State: NH

Complaint narrative:
I submit this complaint against Discover Bank for willful violations of the Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq., its implementing Regulation Z, 12 C.F.R. Part 1026, and for engaging in unfair, deceptive, and abusive acts or practices in violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act, 12 U.S.C. 5531 and 5536. 

I have been a Discover customer for decades. Discover has now refused to provide me access to my legally required periodic billing statements unless I submit extensive biometric and personal identity data that Discover admits is not already on file, was never part of my original account agreement, and is not being used to verify existing records. Rather, this data is being collected for the first time under coercive conditions. 

Discover representatives have expressly stated that : I will not be permitted to view my billing statement unless I provide this biometric data Without access to the statement, I can not review or pay the account balance Interest and fees will continue to accrue despite Discovers refusal to allow payment I have no choice but to comply A customer service manager stated, verbatim : You dont have a choice. When you want to do what we demand of you, you can speak with someone, and then terminated the call. 

This conduct constitutes multiple, overlapping federal violations : I. VIOLATIONS OF THE TRUTH IN LENDING ACT ( TILA ) 15 U.S.C. 1637 ( b ) requires creditors to provide periodic statements for open-end credit accounts, including the balance, finance charges, transactions, and payment due date.

12 C.F.R. 1026.7 ( a ) ( Regulation Z ) mandates that such statements be provided in a form the consumer can keep and meaningfully access. 

Discovers refusal to provide access to my billing statement unless I surrender newly demanded biometric data constitutes a failure to provide required disclosures under TILA and Regulation Z. 

TILA does not permit creditors to condition statutory disclosures on the consumers surrender of biometric identifiers or unrelated personal data. 

II. INTERFERENCE WITH STATUTORY BILLING-ERROR AND DISPUTE RIGHTS 15 U.S.C. 1666 guarantees consumers the right to review billing statements, identify errors, and dispute charges. 

By denying access to my billing statement, Discover has materially interfered with my ability to exercise these statutory rights. A consumer can not dispute charges or verify balances that are intentionally concealed. 

III. UNLAWFUL AND IMPROPER INTEREST ACCRUAL Discover continues to assess interest and fees while simultaneously preventing me from reviewing or paying the alleged balance. 

Assessing finance charges while blocking account access is an unfair billing practice and directly contradicts TILAs purpose of enabling informed consumer credit use under 15 U.S.C. 1601 ( a ).

IV. UNFAIR, DECEPTIVE, AND ABUSIVE ACTS OR PRACTICES ( UDAAP ) Under 12 U.S.C. 5531 and 5536, it is unlawful for a covered person to engage in unfair, deceptive, or abusive acts or practices. 

Discovers conduct is : Unfair It causes substantial consumer injury, is not reasonably avoidable, and provides no countervailing benefit. 
Deceptive Consumers are not informed at account origination that access to required disclosures may later be conditioned on biometric surrender.

Abusive Discover has exploited its control over account access to coerce submission of sensitive biometric data, while threatening ongoing financial harm. 

V. COERCIVE DATA COLLECTION AND PRIVACY CONCERNS Discover has acknowledged that the demanded biometric data is not already on record and is not required to confirm existing identity information. The demand therefore serves only to compel the creation and retention of new biometric records under duress. 

Conditioning access to legally required disclosures on the surrender of biometric identifiers raises serious concerns regarding consent, proportionality, and data-security practices. 

VI. REQUEST FOR CFPB ACTION I respectfully request that the CFPB investigate Discover Banks practices, including but not limited to : Whether Discovers conduct violates TILA disclosure requirements Whether continued interest accrual while denying access is lawful Whether Discovers biometric demands constitute UDAAP violations Whether Discover is systematically coercing consumers into surrendering biometric data Whether enforcement action, restitution, or corrective measures are warranted I am prepared to provide a call log, correspondences, and additional documentation upon request. 

This complaint is submitted in good faith and with the expectation that Discover Bank will be required to immediately restore access to required billing statements, cease unlawful interest accrual, and discontinue coercive data-collection practices.

Company response to consumer: Closed with explanation