Consumer complaint received 2024-12-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: DISCOVER BANK
State: CA

Complaint narrative:
I opened a Discover account in XX/XX/2024. On XX/XX/2024 I went to my Discover card app and it was flagged that there was a problem with the account and for more info call Discover. 

I found out that Fraud Protection automatically CLOSED my account for no other reason than I apparently did not respond to a phone call from them for more identifying information about me. There was no balance due on the account and my payments had never been late. 

People get thousands of scam phone calls a day. This fact has apparently escaped Discover. At NO time, did Discover attempt to message me through the official app, where I would be assured that I was actually speaking with a Discover Card employee about my account. The telephone number I was given via voicemail was not the openly published Discover card number. I checked my account on the app when I received the voicemail to see that there were no fraudulent charges and I disregarded the call as a likely scam. 

When I saw the banner on the app I called Discover and was transferred to Discovers Fraud Protection department. I was told that they could not reopen the account. It was closed automatically by their computer system because I did not respond to Fraud Protection calls for more information about me. They acknowledged that there was not a problem with any balance owing on the account and my payments had been made on time, but closed the account anyway. There were no new or fraudulent charges on the account. 

They told me my only option was that I had to RE-OPEN a new account and they transferred me to a person working in new accounts. I answered all the questions to open a new account and I was then told that despite making XXXX figures and having a high XXXX  score, my request to open an account was DENIED because of the current status of my Discover account. 

I did nothing wrong - the account was paid timely and in full! While they can put a banner up on the app after the account is closed indicating that there is a problem with the account, they cant at least message me through their official app before they arbitrarily decided to close it?

Discover erroneously closed my account and now my credit has been affected because of the status of that closed account. I cant reopen the old account and I was denied opening a new account for no other reason than the creditor closed my account!

I have talked to countless people at Discover and have been transferred to numerous departments. Every single person has told me there is nothing they can do. I have never even heard of anything like this.

I want the account status restored and I do not want this affecting my credit score in any way. They did a hard pull on my credit to open a new account because they automatically closed the old one, and then turned right around and denied opening a new account because of the old account status. My credit score has obviously been affected and is being reported as an account closed by the creditor. Please help me resolve this terrible situation.

Company response to consumer: Closed with explanation