Consumer complaint received 2025-11-19 00:00:00
Product: Credit 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: KY

Complaint narrative:
This is an addition to another complaint filed [ XXXX ]. 
I made an additional contact to Discover on XX/XX/XXXX at XXXX cst. I was transferred to XXXX in XXXX  from an account manager with XXXX XXXX. XXXX stated I was with the wrong team and transferred me to XXXX XXXX who stated she was with the internal collections department. She stated in order to work with the pre-delinquency department I would need to make a past due payment in the amount of {$64.00} by XXXX EST XX/XX/XXXX. I pulled together the money and made the payment on XX/XX/XXXX and have the confirmation number. This agent filed an internal complaint on my behalf and provided confirmation numbers XXXX and case confirmation number XXXX. 
I called on XX/XX/XXXX at XXXX CST. I got the automated system and requested the hardship department. I spoke with agent ID number XXXX who stated she could not transfer me to the XXXX department until I paid the remaining past due balance. I stated no, that was not what I was told. I paid the {$64.00} required by the timeframe required and was calling to talk to the XXXX department to set-up a long term repayment plan. This agent stated the payment was not showing up in their system yet. She stated she would file another complaint and advised me to call at a later date to when the payment cleared. 
I called this morning at XXXX XXXX  CST. I spoke with XXXX, ID number XXXX who claimed there was no plan for my account. I asked for a supervisor and was instead transferred to someone in HR ( XXXX XXXX ) who gave me the number for the XXXX department of XXXX. I called this number and spoke with XXXX ID number XXXX who stated she was with the pre-delinquency department when I asked. She stated there is no repayment plan available for my account. I asked for a supervisor twice and was told they would tell me the same thing. I requested notes be added to my account and she read them back to me. 
At this point, I have been given the runaround when trying to set-up a plan and be responsible and proactive and no one wants to help. I'm tired, I'm frustrated, and I'm angry. This is a total of 20 times ( 18 from first complaint filed on XX/XX/XXXX ) plus the two on the last call. I've been told there is a repayment plan and then told there is no repayment plan. Every call begins with this is an attempt to collect a debt and no one seems to want to assist me in trying to pay for a debt. I want this on record that I have no agreement to pay any debt to a third-party vendor, collections agency, or any other collections department as I have no signed contract with any of them. I made my attempts, was refused, and am now done. Discover was bought out by XXXX XXXX. XXXX XXXX worked with me on my accounts and had everything done and approved in less than XXXX minutes. Discover has dragged on for over two days with no resoluation. I'm done tryind.

Company response to consumer: Closed with explanation