Consumer complaint received 2026-01-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: DISCOVER BANK
State: GA

Complaint narrative:
In early 2025, I experienced a financial hardship and contacted Discover Bank to discuss options to keep my account in good standing. During these communications, Discover representatives advised that if I made the agreed payments, the account would not be closed. Relying on those representations, I proceeded with the payment arrangement Discover proposed. 

On XX/XX/year>, Discover formally confirmed my enrollment in Discover Card XXXX Minimum Payment Due. Discovers written confirmation states that payments would be withdrawn automatically and that the next scheduled payment was XX/XX/year>, despite the XXXX enrollment date. This confirmation reflects Discovers internal scheduling of payments and an active hardship-related payment arrangement under Discovers control. 

I relied on Discovers written confirmation and complied with the arrangement, making payments before enrollment and making a payment in XX/XX/year>, consistent with the scheduled XXXX date. I also made additional payments before and after this period, demonstrating continued good-faith performance. 

Despite this, Discover closed or otherwise mishandled the account while the XXXX arrangement was active, disrupting the payment framework Discover itself established. This occurred without proper notice and contrary to the representations made prior to enrollment. 

In addition to the servicing error, Discover has reported inaccurate and misleading payment history to the credit bureaus. Specifically, Discover reported my account as 120 days past due in XXXX, XXXX, and XX/XX/year>, even though : I was actively engaged with Discover and enrolled in a hardship/DirectPay arrangement Discovers written confirmation scheduled the next payment for XX/XX/year> Payments were deferred and rescheduled by Discovers own system The tradeline simultaneously reports Payment Status : Current, Past Due : {$0.00}, and Canceled by XXXX XXXX This reporting is internally inconsistent and materially misleading. An account can not accurately be reported as both current with no past-due balance and severely delinquent at the same time. Reporting XXXX statuses during a documented hardship and rescheduled payment period does not accurately reflect the accounts status. 

Once Discover disrupted and terminated the agreed payment framework, I declined to continue payments under terms that no longer reflected Discovers representations or its written XXXX confirmation. This matter concerns account servicing failure and inaccurate credit reporting, not refusal to pay. 

I also requested that Discover review its recorded calls prior to my XX/XX/year> enrollment in XXXX, during which representations were made that the account would remain open if payments were made. Those recordings are within Discovers control and are necessary for a reasonable investigation. 

I am requesting that Discover : XXXX. Conduct a complete review of account servicing, including recorded calls leading up to my XXXX enrollment XXXX. Correct or delete inaccurate late-payment reporting for XXXX, XXXX, and XX/XX/year> XXXX. Ensure all credit reporting accurately reflects my participation in a hardship/payment arrangement XXXX. Provide a written explanation and resolution addressing both the servicing failure and inaccurate reporting I am submitting this complaint in good faith to ensure accurate account servicing and credit reporting. I request a substantive, case-specific response, rather than a generalized or scripted explanation.

Company response to consumer: Closed with explanation