Consumer complaint received 2025-04-15 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: DISCOVER BANK
State: NY

Complaint narrative:
Also reported to the Attorney General 's XXXX I am writing to formally report what I believe are deceptive, coercive, and potentially fraudulent practices by Discover Bank regarding my credit card account. Below is a detailed account of my experience and concerns, which I request be thoroughly investigated. 

Additional Context : For XXXX month, I was ill and missed a payment. During this period, Discover deliberately blocked access to their app and made it extremely difficult to reach the correct department by phone to make a payment. I was transferred repeatedly, and many calls led to irrelevant departments, making it nearly impossible to make a payment. 

When I finally managed to make a payment, Discover refused to issue a new card unless I paid the balance dueyet I needed the new card number to make a payment. This circular situation resulted in hours of wasted time and unnecessary stress. Once the payment was processed when I made a payment XX/XX/XXXX and received confirmation on XX/XX/XXXX, Discover immediately blocked my account under a supposed fraud claim. 

I requested that the account not be closed while the fraud investigation was underway. I also asked for clarification as to how I could have reported fraud or initiated any suspicious transaction when I had not received the new card number and could not use the account in any way as they claim morning of XX/XX/XXXX. 

It is my belief that Discover is manufacturing internal fraud scenarios or intentionally delaying fraud investigation to pressure customers into disclosing sensitive tax information and financial details or face consequence of negative reporting on the XXXX credit agencies. This is customer manipulation and blackmail. 

This includes requesting tax returns that list my spousewho is not affiliated with my accountwhich is a serious data privacy violation on his part. Discover also failed to provide a copy of the XXXX terms and conditions they claim justifies this request by just stating its in term and condition. I did not receive any new terms and condition nor did I sign for it. 

Furthermore, I request the CFPB and XXXX XXXX that investigators pull all call recordings between XX/XX/XXXX and XX/XX/XXXX, to verify my account of these events and the inconsistencies in Discovers handling of this situation. 

XXXX of Events : Prior to XX/XX/XXXX - no call record or voicemail or Physical mail. 

XX/XX/XXXX : Discover Bank blocked my credit card account, citing a fraud investigation. They told me I would only receive a new card after making a payment on a one-month overdue balance. 

Discover demanded my tax return documents, even though my husband is listed on them and he has no connection to this account. 

I declined to submit these documents, and as a result, Discover falsely claimed I reported fraud, locking the account. I made no such report. 

This fraudulent claim was used to block me from closing the account, allowing Discover to eventually close it on their own and report false, derogatory information to credit agencies. 

XXXX XXXX XXXX  : A Discover representative claimed they retrieved tax information from Equifax. However, Equifax confirmed they have no involvement in such a process, calling Discovers statement into question on XX/XX/XXXX on a XXXX way call. 

I was initially told I had until XX/XX/XXXX to submit documents. This deadline was later moved without notice to XX/XX/XXXX, adding more confusion and pressure when they realized I was not going to disclose my tax and asset information. 

Despite my request, I was told I could not close the account during the ongoing investigation. They changed the date from XX/XX/XXXX to XX/XX/XXXX with no warning or reason and would not hold off closing my account entirely until the investigation was over. While under investigation the account is locked and I can not proceed with any transaction regardless. 

This made no sense, as no transactions ( fraudulent or legitimate ) could occur if the account were closed- they can still proceed with the investigation. 

As punishment Discover did not let me close my account so they can close it and report negative reporting to the XXXX reporting agencies as retaliation. 

My Concerns : Discover is fabricating fraud claims I allegedly made on XX/XX/XXXX to block account closure by customer. 

They are coercing customers into sharing sensitive tax data, including information about unrelated third parties ( i.e., XXXX XXXX ). 

They are misleading customers about Equifax 's involvement. 

XXXX has been inconsistent and misleading, with moving deadlines and blocked access to payment systems. 

These actions appear designed to manipulate account status for financial gain through interest, fees, or penalties. 

Also I was not permitted to record phone conversation which means even calls can be deleted or manipulated by Discover Card.

Company response to consumer: Closed with explanation