Consumer complaint received 2026-01-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: DISCOVER BANK
State: FL

Complaint narrative:
I am the victim of identity theft and mail theft involving a Discover credit card account fraudulently opened in my name. I first reported this fraud to Discover on XX/XX/XXXX. It is now XX/XX/XXXX, more than three months later, and Discover has failed to resolve the fraud, failed to protect my credit, and has subjected me to extreme hardship, re-traumatization, and XXXX discrimination. 

After months of confusing and conflicting actions, On XX/XX/XXXX, I initiated a chat with customer services at discover.com. This chat exchange is saved in my phone. I stated I am a person with XXXX calling about an ongoing identity theft appeal. I need to request ADA accommodations. 
Can you provide an email address where I can request accessibility support, customer advocacy, or ADA accommodation? After a long back and forth, the virtual assistant and the live agent both informed me that it is not possible to submit a request for accommodation via chat or email. 

Next, on the same day, I took a deep breath and dialed Discover, my hands trembling with anxiety, knowing this would be a triggering ordeal. I prepared a short script and recorded the call, formally requesting reasonable accommodations under the Americans with Disabilities Act due to my diagnosis of XXXX  XXXX and XXXX  XXXX, exacerbated by this prolonged and highly unusual fraud process. I made this request clearly to three separate Discover representatives and asked each one to note my request. Each agent assured me that the very next transfer would directly connect me with the department responsible for ADA accommodations. 

Instead, I was transferred repeatedly for over an hour, without success. Ultimately, I was told that its not giving me a department. Its just saying that I have to send an email to our escalations team so that they can contact you with your proper accommodations, so that theyll know how to accommodate you and basically get everything set up for you, but thats all its giving me [ Audio files and transcripts are available. ] I was told that an internal escalation email would be sent out by the agent and that I would be contacted within two days, preferably by email as I requested. No such contact has occurred. Discover has completely failed to engage or even acknowledge the ADA accommodation process. I followed up and politely resubmitted my ADA request on Friday XX/XX/XXXX. 

During the XX/XX/XXXX call, the representative XXXX XXXX XXXX voluntarily stated that she would close the account as confirmed fraud, report the fraud to the credit bureaus to reverse damage to my credit, and refund a minimum payment I made under duress and panic. I kept the recording of the call. None of these promised actions have been taken. 

Instead, I later received a letter from Discover demanding that I complete IRS Form 4506-C, requesting access to MY federal tax records, as a condition of continuing the investigation. This demand is inappropriate, irrelevant to identity theft, and constitutes improper burden-shifting to the victim. Discover also threatened account closure and adverse credit reporting if I did not comply. 

Discover representatives have repeatedly claimed that another department is responsible for resolution, yet that other department is consistently unavailable or unreachable. This circular deflection has prevented resolution, delayed the process, sent mixed messages and caused severe emotional distress. 

Have they even interviewed the suspect? He doesnt deny what he did! He opened the card using my identity and the XXXX  phone system to disguise his voice, he stole the card and all the statements and other documents from my mailbox to conceal the evidence. He used the card to pay for utilities at HIS address, not the address matching the owner of the account. ITS FRAUD! 

Did Discover LOOK at the transaction activity on the account in question? Everything purchased on that card was delivered to HIS address. Only thing delivered to me were the bills. But those he stole right out of my mailbox. 
I only received a letter from Discover the day he was arrested for doing this to two OTHER people. I provided those case numbers to Discover Card in a signed affidavit. The date of his arrest matches the date I reported the identity theft. Because I finally got my mail that day. I called Discover, baffled and said, hey, why did you send me this letter? Ive never applied for a credit card in my life. Thats when DISCOVER themselves told ME an account existed in my name. THEY told ME someone used my identity without my knowledge to open a line of credit. NOW they want to shift the liability BACK onto ME? Can they go playback THAT recording? Or it that also beyond the scope of their Fraud investigation What exactly does a fraud investigation consist of? I require a report, written in plain language, detailing the steps involved in your fraud investigation, the outcomes of each step and how you arrived at your conclusions. 

I reassert that this account was opened through identity theft and mail theft. I dispute liability entirely. I do not consent to IRS disclosure because tax verification is irrelevant to fraud. 

I am focused on healing from the trauma, shock, shame and isolation that cut so deep after the awful crimes I have endured. 
Discover card has sent a IRS demand letter that tears open that very fresh wound, a vaguely threatening, hostile tone, As a victim, I see give us access to your personal financial records or else you may face financial ruined. Way to intimidate and revictimize the innocent. This is a very unique approach to investigating a criminal whose name, address, arrest record, and confession you already have. 

Discover is aware that I have contacted the XXXX XXXX Police Department and I am concurrently working with the XXXX XXXX XXXX XXXX XXXX in the early stages of filing criminal charges related to this incident and multiple financial crimes by the perpetrator. I have also reported the identity theft to the local authorities, the FTC and the HOA. I reported the federal mail theft to the XXXX as well. This isnt easy. Im working very hard, I live alone, I just moved here, I dont have any friends here. The perpetrator was my only friend. He was my best friend. He was my emergency contact. 
I am doing everything I can between therapy sessions to cope with the emotional distress. Im working with XXXX, an agency that provides support for victims of crimes with XXXX. Im trying to keep my head above water. 

At age XXXX, Ive never applied for a credit card in my life. Look at my credit history. Not even a hard inquiry until this fraud. The evidence of fraud and identity theft is overwhelming. I cant understand what has happened. Discovers conduct has materially interfered with my ability to pursue justice and has significantly diminished my quality of life. In addition to working with XXXX law enforcement agencies and my disputes with Discover card, I am also busy disputing fraudulent transactions involving multiple other bank accounts, online shopping sites, financial platforms and additional unauthorized activity. The other major institutions and platforms are upholding consumer protection policies and supporting me as a customer and accommodating me with ease. They all recognize ITS FRAUD. 
I can not understand why Discover Card has not been willing to honor their own consumer protection policies. I have provided Discover with the perpetrators name and his recent record of arrests for similar crimes. He is a known felon in XXXX XXXX XXXX. 

Does Discover card believe that I have made false criminal complaints to federal, state and local authorities? And Ive filed dozens of falsified transaction disputes with multiple banks accounts? I put a credit freeze and fraud alert on my credit report to make them think someone stole my information? Ive never filed a criminal complaint in my life, but now its my full time job. 

I dont understand why Discover card doesnt want to catch the bad guy, hes appearing in court in XXXX for sentencing in a separate financial fraud scheme. Do you think thats a coincidence? Now its been three months. Youve made and broken promises, changed decisions from one department to the next, expected the victim to conduct t the investigation. Im getting sicker. Im facing a long complicated criminal justice process, Its not all about you, Discover card. And youre really going out of your way to hold the wrong person liable for XXXX XXXX Thats nearly my monthly entire XXXX income, for my rent, food and medicine. What are you doing? A made promises they didnt keep, they made decisions that they reversed, they gave me inconsistent instructions, conflicting advice, and outright lies. 
I saved all the records. At some point, it starter to feel like somethings just not adding up. Started Feels like my rights as a victim, as a consumer, XXXX person, and as an honest, responsible, frugal, law abiding, good-faith member of my community are being unlawfully disregarded or some miscommunication needs to be clarified right away so we can make progress. 

I hope you didnt mind taking the time to read this and please consider what Ive said. 
Maybe my case has been miscategorized by mistake or somehow fell through the cracks, I hope you can help me achieve a fair outcome and encourage me to continue to defend my rights and begin to heal.

Company response to consumer: Closed with explanation