Consumer complaint received 2025-06-17 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: DISCOVER BANK
State: IL

Complaint narrative:
We began a HELOC application with Discover Home Loans on XX/XX/XXXX. We uploaded various documents and on XX/XX/XXXX we were told by our processor over the phone that since we are doing debt consolidation, we needed to send a significant amount of the {$71000.00} as direct payments instead of to my bank account for us to pay. I believe this was with XXXX XXXX. We went through the accounts listed on the credit report for my husband and I as we were joint applicants and we selected a XXXX account for a payment of {$19000.00} and change, a XXXX XXXX card of {$14000.00} and change, a XXXX XXXX of {$9000.00} and a XXXX XXXX of {$8900.00}. This was done over the phone. I asked what would happen if the amounts were different when they payments were going to go through, as the XXXX would be significantly lower, and she said there is a last step process to confirm the amounts and where the money was going to. 

On the morning of XX/XX/XXXX, we had a new disclosure uploaded with a payment of {$19000.00} and change going to a XXXX XXXX XXXX XXXX XXXX. My husband and I have never heard of this company, much less made a purchase from them, much less had them listed on our credit report. I immediately emailed our closer XXXX XXXX for clarification. She emailed something else, but did not respond to this question. Around XXXX I got a phone call from XXXX XXXX in the closing team to get my verbal confirmation on amounts and verbal clarification on account numbers. All were repeated back to me with verification on my end. A supervisor " XXXX '' incorrectly claimed that my husband XXXX verified these accounts incorrectly online on XX/XX/XXXX. We adjusted the XXXX payment to the correct amount of {$17000.00} with documents uploaded on XX/XX/XXXX. XXXX attempted to get me to sign off on a disclosure with the XXXX XXXX XXXX listed as the recipient which I outright refused due to not wanting to be legally obligated to pay {$17000.00} to an incorrect company. It is corrected after I said we would not proceed with the scheduled closing date if the documents were not corrected. 

The payments begin coming in on Thursday and Friday, when we learn that Discover has made two separate payments to the XXXX XXXX account. A payment of {$9000.00} was sent to my husband 's XXXX XXXX Account, which I am an authorized user of. This is on top of the {$8900.00} that was sent to the account. The {$9000.00} was supposed to be sent to my XXXX XXXX card, which my husband is not an authorized user on. They sent the money to an incorrect account with an incorrect unauthorized person on it, while my husband would not even be able to be authorized to speak to XXXX XXXX about the issues. 

I am formally requesting that Discover credits {$9000.00} to either my XXXX XXXX card ending in the numbers XXXX or my my bank account ending in XXXX. Once this is done, Discover can " recall '' the secondary payment made to the incorrect XXXX account as the measure to get their money back. This is the only option I am accepting. 

I called on Friday and was told I would get a phone call on Monday, which did not happen, and that the payment can be cancelled on Discover 's end and that the payment could be made directly to my account. I also had then verify where the {$17000.00} payment was going to as I was terrified they would send that money to an incorrect place as well. I did not get a call. yesterday so I called today and was on the phone for an hour and 5 minutes. The final supervisor, XXXX, who I talked to, refused to give me her XXXX ID number and hung up on me. I called back and was told all of the supervisors were in a meeting but would call me back ASAP. That was over an hour ago and I have not received a call back. 

I was told I can wait for XXXX to fix the problem ( that they did not create ), which can't be done before XX/XX/XXXX, or have Discover recall the money from XXXX, then send me the money after XXXX has given the money back. I do not accept those options as I am not obligated to accept the responsibility and wait time of errors Discover has made. Discover can accept the liability of waiting for funds while I can make my payment. I currently have an additional {$9000.00} of debt on my credit report due to the errors Discover has made. I need rectification for this as well as the {$230.00} of interest that I now have to pay on the card that was not paid off before the statement due to Discover 's errors. This interest was applied XX/XX/XXXX while the Discover payments went through Friday XX/XX/XXXX. 

All of this is on top of the three errors I have so far caught on the loan disclosures Discover has sent. The closing documents we signed had the Payoffs listed three times with three different XXXX XXXX XXXX with the correct amounts. Account numbers were not listed on them, making the verification process for us obscured. However, I can see that on the XX/XX/XXXX and closing document, they have incorrect account numbers listed for the credit accounts on the debt. I am truly appalled at the numbers of numerical mistakes a financial institution can make on legal documents. 

{$9000.00} is a lot of money to mishandle and misappropriate. According to XXXX, it is too much for Discover to send to me without getting the money back from XXXX first. How is it too much money for Discover to correct without securing funds when Discover is valued at {$35.00} XXXX after the XXXX XXXX merger? But it not too much money for a family of XXXX with negative equity to wait for a correction on? 

Please assist.

Company response to consumer: Closed with monetary relief