Consumer complaint received 2025-02-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: DISCOVER BANK
State: TX

Complaint narrative:
On XX/XX/scrub>/2025, I accidently initiated E-check payment twice from XXXX XXXX Property Tax 's web for the same amount of {$4000.00} to be debited from my checking account ending XXXX. Once realizing the error, I immediately called discover bank. I explained clearly what the issue was and what I need the bank to do - to Stop Only One of the Two identical payments initiated and make sure the other one go through because it was important to make the tax payment on time. The agent confirmed that she understood my issue and request and she could do it by processing a One-Time Stop Payment order, and confirmed again when she had the order done. I later received the bank notification too that a " one-time stop payment order '' was effective. 

However, on XX/XX/scrub>/2025, upon noticing my fund was still not debited from my checking account three business days after E-check initiation on XX/XX/scrub>/2025, I had to call the bank again asking them to check if they had received ACH request for my tax payment of {$4000.00}. The agent told me instead of only one of the two stop payments was processed both payments were stopped. I told her that's not what I was told and confirmed how this was going to be processed by its agent on XX/XX/scrub>/2025. She said that was how one-time stop payment supposed to work. I said this would result my tax payment being late and incur interest charge. She said there was nothing the bank could do and I needed to initiate a new ACH payment. I asked to speak to a supervisor. A supervisor named XXXX from investigation team heard my case and said they would need to do an investigation including listening to the recording of my conversation with its agent on XX/XX/scrub>/2025. It would take 4-5 business days and asked me to upload supporting documents showing the interest amount incurred due to this incident. I initiated another tax payment in the amount of {$4300.00} on XXXX/XXXX/2025 which was {$280.00} ( 7 % interest ) more than what I was supposed to pay ( {$4000.00} ) had the one-time stop payment was processed correctly as the bank confirmed on XX/XX/scrub>/2025. 

On XX/XX/scrub>/2025, I called the bank again to follow up on the investigation status of my case. I spoke to multiple agents and supervisors across different departments over hours enduring 3 call disconnections. One of the agents read the notes through on my account saying the notes on XX/XX/scrub>/2025 clearly showed that it was Discover bank that did not process the one-time stop payment the way they confirmed with me it would be processed and there should not be a problem the bank would reimburse me for the interest incurred. But I had to be transferred to different team for further help. In the end a supervisor said she would escalate my case to a higher supervisor and make sure she would give me a call back next day. She also confirmed she received the newly uploaded supporting documents and some one would listen to the recording, etc. 

On XX/XX/scrub>/2025, I called the bank again following up on my case because nobody from the bank ever called me. I had to explain everything again and was transferred again to different agents. I was told the image I uploaded was blurry again and they had to listen to the recording, etc. 

In summary, Discover bank failed to do what they confirmed with me what they could do with their one-time stop payment which caused me loss of {$280.00}. The bank recording, the account notes and the account activities are all available clear evidence to show it was the bank 's responsibility and liability to reimburse interest incurred at my expense. The bank also failed to do what they promised to do which was to listen to the recording and call me back to let me know. Instead they use blurry images as excuse though I received email confirmation that images uploaded successfully.

Company response to consumer: Closed with explanation