Consumer complaint received 2025-07-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: DISCOVER BANK
State: PA

Complaint narrative:
Follow-Up Complaint to CFPB Case # XXXX Regarding Discover Hardship Program Mismanagement and Credit Reporting Errors I am submitting this new complaint to supplement CFPB Case # XXXX. The response I received from Discover was incomplete and failed to address the central issue : their continued use of an unauthorized bank account to process payments during my enrollment in a Fixed Payment Program ( FPP ) hardship plan.

Despite multiple calls and attempts to clarify, Discover agents were unable or unwilling to verify which accounts were being used for payment. As a result, payments were initiated from an account I did not authorize and were repeatedly returned, yet I was penalized with late fees and derogatory credit reporting. 



Timeline of Key Events : XX/XX/XXXX : {$130.00} payment made. 
XX/XX/XXXX : {$130.00} auto-pay was scheduled but never deducted. 
XX/XX/XXXX : {$86.00} phone payment madeagent no longer employed. This auto-pay occurred after the due date and closing period. 
XX/XX/XXXX : XXXX showed minimum due of {$270.00} and past due of {$130.00}. 
XXXX : Multiple payments attempted from an unauthorized or unknown account and returned. 
XX/XX/XXXX : {$100.00} payment initiated from my XXXX account ending in XXXX ( confirmed by my bank statement dated XX/XX/XXXX ). 
XX/XX/XXXX : {$86.00} auto-pay made, returned on XX/XX/XXXX. 
XX/XX/XXXX : {$200.00} manually paid via XXXX account ending in XXXX. 
XX/XX/XXXX : {$86.00} payment attempted, returned on XX/XX/XXXX. 
XX/XX/XXXX : {$86.00} auto-payment returned again on XX/XX/XXXX. 
XX/XX/XXXX : I paid {$240.00} manually. 
XX/XX/XXXX : Additional {$10.00} payment made. 
XX/XX/XXXX : {$160.00} payment shown on statementnot from any of my accountsreturned on XX/XX/XXXX and again on XX/XX/XXXX ( as a represented payment ). 
XX/XX/XXXX : In good faith, I paid {$3500.00} from my fiancs bank account ending in XXXX to help pay down the balance. Due to unresolved issues, I requested a reversal, which Discover completed on XX/XX/XXXX. 
XX/XX/XXXX : I made another large payment, and continued bringing my balance down which is now to {$500.00}. 

Additional Concerns : Despite maintaining good-faith payments during extreme financial and medical hardship ( XXXX on XX/XX/XXXX ), Discover mishandled my hardship plan, gave conflicting information, and continued to initiate payments from accounts I never approved.

My account remained restricted for months, and no agent was able to explain why or how to restore access.

Late fees and interest charges accumulated due to Discovers errors, not from any willful neglect on my part.

Discover credited my account {$290.00} but refused to correct the underlying issue or acknowledge responsibility for the incorrect reporting. 
They claimed I had multiple late payments, yet only XXXX ( XX/XX/XXXX ) appears on my credit report, showing inconsistencies in their internal records. 
I have spent two years trying to resolve this and had to piece together statements, timelines, and payments myself because Discover failed to conduct a proper investigation.

Company response to consumer: Closed with explanation