Consumer complaint received 2025-12-31 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Charged too much interest
Company: DISCOVER BANK
State: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, My name is XXXX XXXX, and I am submitting this formal complaint against Discover Bank regarding the handling of my credit card account, which I have held since XXXX. I have been a loyal customer with an excellent payment history until I experienced significant and documented financial hardship beginning in late XXXX. 

At the time my financial hardship began, my Discover credit limit was {$9600.00}. My balance at its highest point was approximately {$9000.00}, and I always maintained available credit. I had never previously struggled to make payments, as I was earning approximately {$120000.00} annually and routinely paid my balances promptly. 

In late XXXX, my circumstances changed drastically. While on medical leave, I lost my job, despite being on XXXX. This sudden loss of income caused severe financial strain. During this period, I also incurred medical expenses related to XXXX and experienced the death of my stepfather, for which I helped cover funeral costs. These events are documented and were fully disclosed to Discover representatives during multiple calls. 

Beginning in XXXX, I proactively contacted Discover numerous times to explain my hardship and to request assistance through a hardship or payment relief program. I specifically asked for reduced payments, interest relief, or enrollment in a structured program that would prevent further financial harm while my income was reduced. Despite repeated requests over a two-year period, Discover largely failed to offer meaningful assistance beyond automatic payments and continued minimum payments, which were not affordable given my circumstances. 

Despite my hardship, I continued to make payments consistently for over two yearsoften choosing between paying Discover, buying food, or paying utility bills. I made minimum payments and, in many cases, more than the minimum. I rarely, if ever, used the card during this period. However, instead of my balance decreasing, it continued to increase. As of today, my balance is nearly {$11000.00}, which exceeds my original credit limit and is significantly higher than what I ever charged. 

This balance increase does not make sense given that I have not used the card for new purchases in XXXX  XXXX or all of XXXX and have continuously made payments. The amount I have paid over the last two years should have substantially reduced the balance, yet excessive interest charges and fees appear to have offset or exceeded my payments. 

Approximately three months ago, I was informed by Discover that if I made three consecutive payments of {$330.00}, my balance would be reduced and additional assistance would be considered. I complied fully and made all required payments, despite significant hardship. However, the promised relief did not materialize. 

On my most recent call with Discover in XXXX, I spent over an hour on the phone with a representative, during which I again explained my situation and referenced prior calls and agreements. The representative stated she would review my account and explore lowering my interest rate, potentially reducing my payment to approximately {$120.00} per month. I was placed on hold for over an hour. Ultimately, the representative disconnected the call without resolution or follow-up. She never called back and nothing I have recordings, screenshots, and documentation to support this interaction. 

This prolonged situation has caused severe financial, emotional, and psychological distress. I have done everything in my power to act responsibly, communicate transparently, and continue making payments. Instead, I feel ignored, misled, and financially trapped. The stress from this unresolved issue has significantly impacted my mental health and quality of life. 

I am requesting the CFPBs assistance to : 1. Investigate Discover Banks handling of my hardship requests.

2. Review the accuracy and fairness of interest charges and fees applied during my hardship period.

3. Ensure prior representations and agreements made by Discover are honored.

4. Require Discover to provide a reasonable hardship resolution, including interest reduction, fee review, and a fair payment plan. 
5. Review whether Discovers practices in this case violate consumer protection standards. 

I am prepared to provide call recordings, payment history, medical and XXXX documentation, and any additional evidence necessary. 

Thank you for your time and assistance. I am seeking fairness, transparency, and relief after years of good-faith efforts to resolve this matter.

Company response to consumer: Closed with explanation