Consumer complaint received 2024-06-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem accessing account
Company: DISCOVER BANK
State: NH

Complaint narrative:
XXXX. I am a XXXX  XXXX person and I use a XXXX XXXX program installed on my computer, which allows me to interact with my computer. I am also a retired XXXX XXXX, who, for more than 10 years, specialized in XXXX XXXX ( including XXXX XXXX XXXX and website accessibility ) for persons with XXXX XXXX. I am intimately familiar with how various technologies interact, in order to ensure that persons with XXXX have equal access to information. 
XXXX. I use the Discover Bank website to manage banking transactions. This includes the transfer of funds between multiple Discover Bank accounts, as well as the transfer of funds between Discover Bank and other financial institutions. As a XXXX  XXXX person, the importance of being able to interact with a website using XXXX XXXX software is of critical importance to me and every other person who must rely on assistive technology to interact with todays digital-focused society. When my wife and I chose to do business with Discover Bank in XXXX, one of the most important considerations was my ability to independently interact with their website. 
XXXX. As of XX/XX/XXXX, I am no longer able to initiate a funds transfer using the Discover Bank website. Less than a month earlier, XX/XX/XXXX, this function was fully accessible to me. Changes have been made to the website which has broken the accessibility. In particular, it is not possible, using a screen reader, to select the From account, the To account or the Frequency. It should also be noted that since the beginning of XXXX, other changes have been made to the website that have introduced accessibility challenges. As a highly experienced XXXX XXXX user, I have been able to find workarounds to deal with these changes and thus have not complained about them. The overall accessibility of the website has most certainly declined since I first began using it in XXXX. 
XXXX. Prior to contacting customer service, I performed testing using XXXX different XXXX XXXX ( XXXX and XXXX ), on XXXX different computers, using XXXX different browsers ( XXXX and the XXXX XXXX XXXX ). I wanted to make sure that there was not a problem on my end that was causing the issue. All tests had the same outcomeI was not able to perform a funds transfer between my accounts. 
XXXX. I contacted the bank on XX/XX/XXXX and spoke with a customer service person, XXXX. I described the issue that I was having and he listened intently. At the end of the call, he stated that he had documented my issue and had sent the information to XXXX different internal groups. He said that I should hear from someone soon regarding the matter. 
XXXX. I have not received any communications from Discover regarding this issue. I have continued to log in to my account on a regular basis and try the funds transfer function, in the hopes that it has been fixed and they just forgot to notify me. Unfortunately, as of XX/XX/XXXX, the transfer function is still not XXXX XXXX accessible.

Company response to consumer: Closed with non-monetary relief