Consumer complaint received 2025-10-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: DISCOVER BANK
State: MI

Complaint narrative:
In XXXX my XXXX XXXX  account was compromised, I had to go to the branch and go through the transactions and close the account. Before that happened the only transaction and last transaction made XXXX my discover XXXX was a {$500.00} to myself. After filing the correct paperwork necessary with XXXX to properly close the account, I got an email from Discover saying my account was restricted and need to call. I call, they wanted to know what happened with XXXX asking did I dispute the {$500.00}, I informed them I did not and what happened and they unrestricted my account saying okay they just wanted to know what was going on so it was unlocked and resumed as normal but my XXXX was not so I told them I will contact XXXX back to make sure that was not included in the report so it would not effect my discover account or make it negative and I informed them that I did XXXX myself as I always do because theres not a physical branch in Michigan for discover. The XXXX branch manager added that to the paperwork and I called Discover to inform them that it was reiterated that was not a fraudulent transaction so XX/XX/XXXX a block request removal was put in and that I would receive confirmation or could call back. After a bit it still was not accessible so I called again, I was again told that I may have to just wait until XXXX is done doing their thing so I wait. I just started to use my other bank accounts. So today, XX/XX/XXXX my stepfather asked to XXXX me money and I went to try to access XXXX in the Discover app again and it still is giving an this part of the app is down please contact us so I call, get transferred to the XXXX department who tells me to contact XXXX directly thats who has it restricted and have to remove the block, so I called XXXX which also plays a automated message saying for any issues to contact the bank or credit union directly, I still opt to speak to a live agent who asks for a phone number and email and says she can not see any transactions, only that its restricted and the bank has it restricted and they have to remove it they do not have access into peoples accounts to even be able to remove it, I call Discover back repeating what XXXX said and again they say that not true, its XXXX call them back but feedback will be submitted for me being frustrated only XXXX can help, so I hang up call XXXX back, keep them on the phone so they can repeat to Discover what they told me twice already. Discover tries to again say contact XXXX and I told them they are on the phone and asked the XXXX representative to repeat herself to the Discover representative. The Discover representative put us on hold to check previous notes, and will try to remove the block. She kept coming back on saying bare with me, I am still attempting to see if theres a way. The XXXX representative asks should she still stay on, I ask her is there any department with XXXX that Discover would send a request to for removal and does XXXX have a department that handles restrictions or blocks and she said no. I tell her thank you and hangs up her line, still on hold with Discover shes coming on saying the same thing bare with me Im still working, the come back and say if you dont have time you can call us back I said no I will wait. She comes back again after a could minutes and tells me They will not remove it because it can not be removed I said who is they? First she said XXXX. I said how can they remove something they dont have access to. She said you can not use XXXX at this time with Discover, so I asked why she said XXXX again and she said it can not be removed because of the status of your account I said whats the status because my account is fine and there wasnt any fraudulent activity for the 5 years Ive had the account with XXXX especially. She said for security reasons and I said whats security reasons if there was not transaction issue which is why it was cleared up in XXXX and she said theres a error when removing the block its not giving a message so thats why shes saying that, it wont be removed because it cant be after saying XXXX times today it was XXXX. I asked for what security purposes and why cant it be removed she kept just going silent then proceeded to say she told me its not letting her, shes submitting feedback and hung up. There were no fraud, no reversals and the money was XXXX  from ME TO ME as I had done multiple times throughout the years. No wrongdoing or security risks, and the XXXX transfer was CONFIRMED on both ends.

Company response to consumer: Closed with explanation