Consumer complaint received 2025-09-25 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: TN

Complaint narrative:
On XX/XX/year> I noticed that on the Discover app I was getting a message stating my account status had changed. I contacted the XXXX phone number provided in the message. I was told by the agent that my account status was showing as " revoked '' and that I should contact their " security team. '' On XX/XX/year>, I contacted their " security team '' twice. 

During the first call, I was told that my account had indeed been closed by this office. I was told that I had been contacted via email ( on XX/XX/year> ) and voicemail ( allegedly on XX/XX/year> ) with a request for " verification '' of certain information that had already been provided to Discover when I opened my account, i.e. name, phone number, address, and social security number. I never received any kind of voicemail from Discover on this matter, and upon inspection the email I received came from a domain " XXXX. '' I told the agent that this email had many characteristics that are red flags of a phishing attempt, and that I would never provide sensitive information to what appeared to be an illegitimate party misrepresenting their true identity. The agent continued to insist that they had left me a voicemail, which is simply untrue based on a review of my phones records. I then hung up the phone. 

Around two minutes later, I called this " security team '' again and spoke to the same agent. I demanded that I speak to a supervisor, but was told that there was no supervisor to talk to. I then asked for a formal complaint to be filed, and the agent told me that he would do so and a supervisor would contact me in XXXX hours. I requested a reference number or a complaint number to confirm that my issue was being investigated, but the agent insisted he could not provide this. The call then ended there. 

Subsequently, on XX/XX/year>, I proceeded to again call the XXXX help line. I explained the situation to the agent on the phone, who was perplexed by the assertion that the " security team '' did not have a supervisor ( saying that every department at Discover had XXXX ). She put me on hold to speak to someone at the " security team '' office, and when she returned she told me that the person she spoke to reiterated that they did not have a supervisor. Moreover she presented new information as a consequence of this call, stating that the person she spoke to at the " security team '' office alleged that they had sent me two letters in the mail to my residential address on this matter. This is also untrue, as I never received any such letter in the mail from Discover. 

The end result is that Discover has caused material damage to me personally, as their irresponsible closure of my account will now cause a tremendous decline to my credit score due to an increase in my utilization ratio. I have been a loyal customer of Discover 's for 5 years prior to this, having never missed a payment and having never called them to complain whatsoever. 

I am forced to conclude that Discover has elected to target my account for closure, either due to financial constraints from their recent XXXX XXXX XXXX  with XXXX XXXX, due to political considerations, or due to an immutable characteristic. There is no other reasonable explanation for why Discover would proceed in such a duplicitous manner to orchestrate a situation in which they can close my account.

Company response to consumer: Closed with explanation