Consumer complaint received 2025-06-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: DISCOVER BANK
State: AL

Complaint narrative:
In XX/XX/year>2025, I faced a financial crisis due to rising credit card bills. Seeking assistance, I learned about XXXX XXXX XXXX XXXX through word of mouth, my Discover credit card bill, and their website. I reached out to inquire about potential payment plans. As I had never pursued credit counseling before, I initially accepted their help. However, I quickly canceled the service after signing up because I wanted to maintain a good relationship with Discover, given my history of timely payments. A trusted source advised me that Discover offered financial hardship assistance. I then manually set up a payment with Discover in collaboration with a representative, ensuring that all necessary adjustments would take effect after canceling my enrollment with XXXX XXXX XXXX XXXX. Discover was informed of my initial plan, but was also made aware that I ultimately declined external assistance to explore their options. 

From XXXX to XX/XX/year>2025, I have repeatedly sought financial assistance from Discover but have faced unfair treatment. Since XX/XX/year>2025, I have called Discover monthly, requesting help, only to be told by different representatives that their system does not show any available options for me. I asked for clarification, as I had never missed a payment until XX/XX/year>2025, when Discover failed to process my scheduled payment. Despite escalating my concerns, no one has offered meaningful assistance. The frustration grew as Discover continued stating that their system deemed me ineligible for financial programs. When I pressed for an explanation, multiple representatives informed me that their system indicates I enrolled in an outside financial program, which I did not. Despite repeated attempts to clarify this error, I have been told to keep calling every month with no resolution. No rep has provided answers regarding my ineligibility, only advising me to wait for a mailed explanation, which they can not access. 

I am fearful because I can not afford my {$220.00} monthly payment, and Discover has warned me that missing a payment would disqualify me from their financial assistance programs. This forced me to borrow money over the past four months, worsening my financial situation. My frustration continues to grow as Discover appears to be assisting others while repeatedly denying me help. Representatives have expressed confusion as to why no programs appear for me, even though they are available for other customers. 

I have received several financial letters from Discover stating they can not provide payment assistance because, according to their records, I am already enrolled in a payment assistance program. However, this is incorrect. I can provide these letters as proof, including dates, times, and documentation of my attempts to seek help. Each month, I have asked representatives to check with the department responsible for removing this erroneous status from my account, but they consistently reported that it is not appearing in their system. This is an unfair practice, and no one is willing to investigate or resolve the issue to ensure I can receive the financial assistance I need.

Company response to consumer: Closed with explanation