Consumer complaint received 2025-03-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: DISCOVER BANK
State: NY

Complaint narrative:
I am writing to file a formal complaint against Discover Card regarding the mishandling of my lost card replacement request, which culminated in the unauthorized closure of my account. This series of events has caused significant distress and adversely affected my financial stability. In XX/XX/XXXX, I lost my Discover credit card and promptly contacted their customer service to report the loss and request a replacement. As per Discovers policies, reporting a lost card should result in the issuance of a new card with a new account number to prevent unauthorized use. During my interactions with Discovers representatives from XX/XX/XXXX to XX/XX/XXXX, I was consistently informed that they could not process my replacement request due to a fraud alert on my XXXX credit report. This information was incorrect, as I had not placed any fraud alerts on my XXXX report. Upon contacting XXXX, they confirmed that no such alert existed. After further investigation, I discovered that the fraud alert was actually on my XXXX credit report, not XXXX. This critical miscommunication led to unnecessary confusion and delays in resolving the issue. Due to the prolonged inability to resolve the fraud alert confusion and obtain a replacement card, my Discover account was officially closed in XX/XX/XXXX. I did not authorize this closure, nor was I given proper notice or explanation for this action. Upon receiving the notification of the account closure, I immediately contacted Discover to rectify the situation. Unfortunately, the representative I spoke with was unhelpful and did not assist in reopening the account. Throughout this period, I maintained a XXXX balance on the account and ensured all payments were made promptly, reflecting my commitment to responsible credit management. The closure of my Discover account has had devastating effects on my financial well-being. The abrupt closure of XXXX of my oldest and most utilized credit lines has negatively impacted my credit utilization ratio and overall credit history length, leading to a significant drop in my credit score. I relied heavily on my Discover card for daily transactions and automatic bill payments, and the sudden loss of access to this credit line has caused numerous disruptions in my financial obligations. Moreover, the mishandling of my account and the lack of proper communication from Discover have caused immense XXXX and XXXX, affecting my personal and professional life. Given these circumstances, I urgently request the following actions : immediate reopening of my Discover account with its original terms and credit limit, correction of my credit reports to remove any negative marks associated with the erroneous account closure, and a thorough review of Discovers internal processes to ensure accurate communication regarding fraud alerts and credit report information, preventing such issues for other customers in the future. I have attached copies of relevant correspondence and documentation to support my claims. I am pleading for your assistance in resolving this matter promptly, as it has severely affected my life. My phone number was XXXX, now it is XXXX. Please contact me expeditiously with your findings.

Company response to consumer: Closed with explanation