Consumer complaint received 2022-10-16 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Credit card company won't work with you while you're going through financial hardship
Company: DISCOVER BANK
State: NY

Complaint narrative:
I've been having issues with Discover bank from past year XX/XX/XXXX. I had a lot of unauthorized activities on my account and so I've been back and forth with them. They changed my account and sent me multiple new cards this didnt fix the issues and so fast forward to this year I stopped using the account because I was left with a balance of XXXX to repay all on my own after they made a case and closed the case on XX/XX/XXXX. SO BASICALLY I WASNT GIVEN A CREDIT. I WAS LEFT TO PAY XXXX a payment that was reversed when somone kept logging unto my account.Anyhow being the person that I am I don't like owing bills before all thus I never missed a payment. I called discover to make a settlement on XX/XX/XXXX at XXXX, because my aunt offer to loan me {$7.00}, XXXX a one time settlement. I called discover and XXXX XXXX told me they can only settle to 60 % of the now amount I am owing {$20000.00} ( because of interests and late fees ). This settlement was to last until XX/XX/XXXX. They told me they can't remove them unless I can call billing and report the previous fraud charges to see if they can remove some of the charges so that I can get a better settlement amount. XXXX transferred me. The agent agent in Fruad told me she was gon na investigate within 24 to 48hrs Anyhow I waited for 24hrs to check back my account when I checked I now owed. XXXX this agent added extra owings on my account because basically discoverbank now charging me twice for the SAME charges that were already returned to my a/c ( XXXX ). However on top of that she added a XXXX plus a another XXXX and a XXXX. That total it to the XXXX call on XX/XX/XXXX and spoke to XXXX from Fruad and she understood what I was saying so she removed the XXXX from the account which take the account to XXXX. When she was about to remove the other charges she said she going in a meeting so she will call me back. She didnt so on XXXX I called again and spoke to XXXX. I explained to him everything hower clearly he didnt understand me because my acount was now to to XXXX. XXXX added back the XXXX plus an additional {$2400.00} on the account. 
So on XXXX I called again for them to fix this issue so that I can move forward with the settlement that XXXX gave me. However the system was now saying that I've made a payment which brought my a/c current.this is because when XXXX and the other agent change something on the ac it was saying that its paying I was paying these amount and they they got reversed. Which is not true because I didnt make any payments. Its what they did in the system that was causing this.This caused the system to say I'm no longer qualified for a settlement. This is unfair to me because I called discover everyday after that for them to fix the issues and they kept hanging up on me, transferring calls and also kept adding and removing funds from the ac to fix what the first lady did. 

I called on XX/XX/XXXX and spoke to XXXX and he was able to bring the account back to where it was from XX/XX/XXXX. I also spoke to someone in hardship /settlement and he told me that I can schedule a payment for one nighty something and it wont make the account current however they wont report me to the credit bureau however settle would still be available to me until XX/XX/XXXX. Note Ive called everyday from the XXXX trying to get the settlement but because of the discover bank staff negligence the system was saying saying I did make a payment and no settlement available to me even tho I have a letter that says I have it until the XXXX if I don't pay over {$600.00}. Note I didnt pay and still it wasn't available to me. XXXX called the XXXX to the XXXX and still they told me no settlement was available ( note i stoll didnt make a payment ) however the system saying otherwise. I went as far as suggesting they manually give me one then. So they transfer to to a supervisor after being hanged up on by multiple agents or being transfferd. 
I finally spoke to supervisor XXXX and explained my plight told her I need a settlement. She told me she can give me the original offer however I can call her back when I have it. Me and her went bacl and forth for couple days in XXXX until finally I raised {$11000.00} and I called and say I can pay this now. She then said that's not enough so she is gon na transfer to to someone that can help she transferd me XXXX from fraud he was saying they cant chabged what the system is saying even though they were the ones that went into the system and mess it up.he transfered me to XXXX then I was transferred vack to XXXX who was so rude she told me she cant help me eventhough I have the {$11000.00} because she can not give me a settlement if she system is saying I dont have one available for me. 

Note I've been calling Discover bank from XXXX XXXX almost everyday been on the phone for hours. Just to hear that the settlement was no lone available to me even though I have a letter saying I had it until XX/XX/XXXX. 
I spoken to multiple agents, XXXX from Ohio. XXXX from Fruad, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ( collections ), XXXX, XXXX who hanged up on me, XXXX, XXXX, XXXX ( Ohio ), XXXX, XXXX, XXXX, XXXX,, XXXX  ( she understood everything that was happening however she couldn't change the account it had to change by Fruad ) she was also the first agent to note the account so that I didn't have to be repeating myself constantly after talking to all those agent daily for hours, XXXX and XXXX, XXXX, XXXX XXXX, XXXX XXXX then XXXX then XXXX theb back to XXXX the rude supervisor from. Hardship with no empathy. 

XXXX claimed that because I got a credit they were being reversed and that's why the accounts was saying current which is not so. Discover closed all cases of Frauf From XXXX and so aby credit and anything that was going was already reversed and closed. That why I had the final bal of XXXX. For everything the agent changed on the account there was a corresponding charge already from previous account and so basically discoverbank was charging me twice. When I called for them to fix the issues they credit the account the with amount and so the system was saying I paid this which and didn't. None of the agent knew how to reverse what the first last did on the account so the it would say the account was in a derogatory state as it did before. And so they kept giving me the run around for weeks. They also tried twisting and telling me lies that it was me making payments online and they were reverse and that's why the account was saying current. When it was them have the access to do that. 

I am stressed and frustrated sometimes I have yo cried because Discover bank did me dirty. And in the end XXXX told me that I can do whatever I please but she can't give a settlement if the system not saying it. I can go bankruor can even report discoverbank. Because I suggest that I will. She didnt care. None of the agents cared. I'm sick with phonmonia and I am currently unemployed with XXXX children and I raised some money to pay discoverbank and they refused it and did me dirty. 

Desired Settlement : They need to manually allow me to get the settle cause it was their negligence ; The supervisor XXXX told me I can file brunkpucy or report then to the financial board cause she can't help me. Even though she dragged me along ; I don't get enough writing characters to explain better. The pain and suffering I've been going through because of Discover bank is painful and affecting me and my children. I will upload the letter and the hours Ive been on the phone with Discover. Please feel free to contact me for more explanation and information thank you.my contact # XXXX

Company response to consumer: Closed with explanation