Consumer complaint received 2024-07-23 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: DISCOVER BANK
State: GA

Complaint narrative:
Discover XXXX XXXX has mishandled my account secondary to withholding information and/or providing incorrect information. 

XX/XX/year> I called discover to reinstate payments and to get back on track with missed payments. They had reported my credit, which I addressed with them - however they told me that nothing could be done. Although they stated nothing could be done, they still ran a credit report dispute on their behalf despite telling me otherwise. I wasn't notified until I received an email about the credit reporting being " accurate and up to date ''. Regardless, at this time I set up a new repayment program with discover. This program entails that I would pay around XXXX $ per month until XX/XX/year>, which included current payments and past due payments. I was told by the agent that after XX/XX/year>, I would be up to date. The agent I spoke to stated that I would choose a due date, and I chose the XXXX. My previous due date was the XXXX. 

XX/XX/year> I called discover again due to getting the credit report in my email and get notifications for missed/overdue payments. I was confused because I was on a repayment program - therefore, I had to question why am I late/overdue. The payments where already scheduled for the XXXX of every month and had been taken out on time. Unfortunately, the agent I spoke to stated that my due date never changed and was still the XXXX of every month. She also stated that agents are not allowed to change the due date unless the account is up to date, which the previous agent failed to mention. She stated that the date I chose was just a " preferred date to pay '' while the previous agent told me that was my new due date. I was not told this information and discover has been withdrawing the XXXX $ from my account on the XXXX as scheduled. Therefore, discover was still reporting my account as delinquent to the credit because I was still " overdue ''. Nothing was done at this time as the agent assured me multiple times on the phone that I would be up to current in XX/XX/year> and that the overdue should fall off the credit report. The current agent placed a complaint on my behalf, but I never received follow up on this. 

XX/XX/year> I get calls from discover. I get emails stating they are trying to collect a debt. Again, I am confused because Discover has been taking out the XXXX $ from XXXX account as scheduled. When I call back, the agent states that I now owe XXXX $ past due ( in total XXXX $ ). I was completely confused as previous agents told me this was the month where I would be up to date. The agent informs me that my monthly payments went up to XXXX $ per month. I was not informed by previous agents this would happen and was confused as to why this would occur as I am currently on a repayment program. The agent refers me to the supervisors regarding the issue. It appears that discover has misleading business practices regarding paying back their loans. The supervisor informed me that when I make payments, majority of the payments were going towards the loan with more interest rather than the one that is past due. Therefore, I had one loan that was 40 DAYS past due and one that was 10 DAYS past due, even though the plan I was one was supposed to help me catch up on both loans and bring them to current as describes by both previous agents. This seems like an intentional way to keep accounts as delinquent as I don't understand why my payments were not going to both, or at least the one that was most past due. The last supervisor I spoke to admitted that there was something wrong and that I was misled by previous agent. He said that he would investigate the issue and get back to me after one week. I have not heard back yet.

Company response to consumer: Closed with explanation