Consumer complaint received 2025-01-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Improper use of your report — Reporting company used your report improperly
Company: DISCOVER BANK
State: TX

Complaint narrative:
XX/XX/XXXX The banker, XXXX, interviewed me for a Home Equity line of credit. In that interview, she asked me all my personal information and from my husband, our income, if I had refinanced in the past, if the property was in good condition, and what its value was. Based on that interview, I answered all her questions, and she asked for our authorization to obtain our credit report. As she continued, she told me that in their system, the value of my house was not the one that I estimated. She told me that they use an XXXX XXXX that gives them information about my property worth and that they are not in Texas. Their system 's information about my property was incorrect regarding measurements and the number of rooms, which affected that determination. XXXX said she would send me a form to appeal that decision because the information was incorrect, which she never sent me when she mentioned it. 

XX/XX/XXXX Since XXXX never sent me the form to appeal the XXXX ( system for house appraisal that they use ) decision, I felt that she was no longer showing the same interest in helping me as she had at the beginning because of the XXXX incorrect information I asked if they could change the banker after explaining what happened to me. That's when I had my second interview with XXXX XXXX, where I explained what happened in detail to her. She interviewed me again requesting the same information like the previous interview about ourselves, just like the banker XXXX. I notified XXXX XXXX that my property is in Texas, I had refinanced in XXXX, and what the value that I estimated my property was worth, and she told me that she was going to send me the form to appeal the XXXX decision due to the information that was in their systems was incorrect, which she proceeded to do. 

After the interview with XXXX XXXX, the Home Equity Line of Credit process continued normally. They asked me to submit all the required documents for the loan purposes, which I submitted on time, including where I had refinanced in XXXX. They came to my property to appraise it. They corrected the erroneous information that the XXXX XXXX  they used reported incorrectly, the property was appraised correctly, and the loan process continued normally. Even on XX/XX/XXXX ( Exhibit 1, ) they made me a counteroffer even though they knew that I was in Texas and had refinanced in XXXX, and all the documents provided indicated this.The counteroffer was because my income ratio was higher than allowed by Discover for approval purposes in the home equity line of credit loan, and I accepted. 

XX/XX/XXXX On XX/XX/XXXX ( Exhibit 2 ), XXXX XXXX contacted me because she was notified by the underwriting department that our loan could not continue because we are in Texas, and because we refinanced in XXXX, XXXX XXXX  ( representing Discover Home Loan ) could not have offered me the Home Equity Line of credit product. Almost a month later that Discover were processing my home equity line of credit loan. I expressed my disappointment because they are the licensed professionals granted in the United States to practice. How is it that they offered me an incorrect banking product, and more so when they work with information as delicate as personal credit? XXXX XXXX apologized. I am also human, and because we found a solution to the problem, which was refinancing, we would be changing the banking product.

Before agreeing to do the refinancing, I was very clear about my question to XXXX XXXX, the licensed professional. My question was : Why must you take out our credit again if you already have it in your system? That would be a second inquiry in our credit, and if so, I would not continue with the refinancing loan. XXXX XXXX response and explanation were that she had to re-check my credit because it was a new application for a refinancing loan, but since they are the same bank agency, the credit agencies ( XXXX, XXXX, XXXX ) when they saw that it was Discover Home Loans and the inquiry was in less than 30 days, the credit agencies automatically delete it because they consider it to be for the same transaction. Since XXXX XXXX was the licensed professional of Discover Home Loans and an expert in mortgage loans, and she gave me a clear answer to my question and concern, I agreed to continue with the new loan and corresponding authorizations.

Last argument In short, we ended up canceling the new refinance loan on XX/XX/XXXX ( Exhibit 3 ) because talking to XXXX XXXX was talking to an automated system that is programmed to receive messages but not to function as a rational human and resolve based on prior knowledge of our situation. For example, she forgot that in the XXXX XXXX  that evaluated our property, the information was incorrect, that it had already been corrected, and that they had already come to appraise our property. She made me go through the whole process and have them come again to appraise the property. Then they made me go to the county and ask for a property title because underwriting was putting accounts from three completely different people ( Exhibits 4,5,6 ) under my husband 's name and address because they only shared a last name like my husband 's. The county provided me with the steps to go online and got the information online so Discover Home Loans could go online because that was the county 's process for them to see the information, and she said she didn't know how to help me. I asked to speak to the one asking for the information and didn't get an answer either. The last thing that happened, and we decided to cancel the loan, was that they did not include my income, which was another mistake. At that point, I acknowledged too many mistakes with our refinance process and recognized the lack of knowledge from their Discover Home Loan staff. 

Around XX/XX/XXXX, I spoke with a supervisor. I do not remember her name, but I expressed that I felt disappointed and deceived by Discover personnel and that I authorized them to inquire into our credit without knowing that they should not have offered me the original home equity line of credit loan. Even so, I gave Discover a second opportunity with the same outcome of lack of knowledge. Due to what I expressed before, I asked the supervisor if they could acknowledge the mistakes of their personnel, listen to the calls, train their personnel better, and remove the inquiry from our credit, but she refused to do so. 

As of today, XX/XX/XXXX, I am making this claim because the inquiries on our credit were made, and not just one is reflected, as XXXX XXXX told me in the recorded call back on XX/XX/XXXX. They are reflected as two inquiries on our credit. The credit agencies XXXX and XXXX have already proceeded to delete one from XX/XX/XXXX because we called and explained what happened. XXXX is the one that has not wanted to delete it from our record because it is asking me for a letter from them to be able to delete the one from XX/XX/XXXX, and this is the one that was initially incorrect and should not have been done because the Home Equity Line of credit loan that XXXX XXXX offered me should not have been offered.

It is not right that we are going through all this and the time that this is consuming us and that there are no consequences. Discover must recognize their error, which they refuse to acknowledge and collaborate with us. They should at least investigate their staff to corroborate what I am pointing out. They justify my arguments based on the fact that I authorized them. They don't take my argument seriously because what I point out is against one of their employees from Discover Home Loans. They offer apologies, but this is more serious than an apology, which doesn't fix anything. They avoid recognizing and assuming any responsibility to cover the grave error, and there are no consequences, so I am formally making this claim to you.

Fraud is unfair, and fraud is defined as the act of inducing another person or people to believe a lie to secure material or financial gain for the liar. Depending on the context, fraud may subject the liar to civil or criminal penalties, so I am making this complaint due to the lack of collaboration and investigation.

This is a long and time-consuming process, and I want to protect this type of abuse from companies like Discover Home Loans that are deceiving people. Laws and regulations regulate these licensed professionals and must be investigated.

All their calls are recorded and they refused to listen to those calls.

Company response to consumer: Closed with non-monetary relief