Consumer complaint received 2025-11-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: DISCOVER BANK
State: TX

Complaint narrative:
XX/XX/XXXX tried to open a new checking account, I was a previous customer. I received an error message stating that the account could not be opened and it told me to call Discover, which I did at that time. Then I immediately started getting the run around and transfers back and forth from tech support to account services and password resets and other unhelpful actions after verifying my identity. I was told that the account had been opened, and that my login needed to be reset. There had been an online login account opened in the past, that they retained after my bank account had been closed at a previous time, per my request from XXXX sometime. So, out of frustration, I told them to close the new bank account in XX/XX/XXXX. 
I called them XX/XX/XXXXon XX/XX/XXXX, to follow up. I mistakenly thought that I would be able to get access to my account at that point. My first call on XX/XX/XXXX, was at XXXXXX/XX/XXXX Central time, and lasted for XXXXXX/XX/XXXX and XXXX XX/XX/XXXX. The supervisor I eventually got was very hostile and frankly useless and was talking to me in a very derogatory manner. I kept telling her she couldnt talk to me that way. She kept telling me to breathe and was being super condescending and threatening to disconnect the call. I swore and disconnected the call on my end. I called back again on XX/XX/XXXX, at XXXXXX/XX/XXXXCentral time, for XXXXXX/XX/XXXX and XXXXXX/XX/XXXX, to have the previous call reviewed and to see if I could speak to someone who could actually help. I finally was connected with a supervisor who was at least acting respectful and told him what was going on. He advised me that a ticket had been opened on the previous call with tech support and would review my previous phone call. He advised me to retry the login access again the following week to check on the progress of the ticket and did not have a timeframe that he could give me for the resolution or know much else about the process. 
Today on XX/XX/XXXX, I retried the online access. Once again, I was not able to access the online account. I called in again at XXXXXX/XX/XXXX, Central time and was on the call for XXXXXX/XX/XXXX. I ended up hanging up because the tech support agent I was transferred to by another supervisor was being resistant to getting her supervisor on the phone and kept using the phrase if XXXX is available, and continued to keep me on hold for an extended period of time. Again, I was getting the runaround. The first agent I spoke with was listening to me and offered to do a password reset, which I previously identified as not the issue. I keep getting a message to call Discover when I try to access the online account and can not do a password reset. I was also advised after I spoke with a supervisor that the ticket has been closed and marked as resolved but had no other information for me. I told the supervisor that transferring me back and forth was the problem and nobody was actually helping me. So, he transferred me anyway, and forced that option on me. So, he didnt transfer me to a supervisor as I asked, he sent me to a first line agent, the opposite of what I asked. In fact, I told him I didnt want to talk to tech support again anyway. The only option they gave me previously was to open a ticket, and that had already failed. I can see that this tech ticket receiving department doesnt interact with the customers or frankly do much from what I can tell. They arent invested in resolutions, only closing tickets, because they dont have to interact or directly help the customers. They are insulated from that, so have XXXX incentive to do a thing. 
Why cant I access my online profile? Why cant I open a new account? I cant access my online profile, nor open a new account that I can access, as this is an online only bank. The call center is useless and I cant reach out for help through my account to get any information or assistance. I need someone at a higher level who can help me resolve the account login issues, and once that is completed, help me to reopen a new checking account. I cant do either right now. 
See attached call log.

Company response to consumer: Closed with explanation