Consumer complaint received 2019-08-14 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: DISCOVER BANK
State: CA

Complaint narrative:
Around XX/XX/XXXXI was checking my XXXX  XXXX account ; and an offer popped up from Discover card for me to apply for a credit card and my chances of being approved were excellent ; so I applied and was approved for a credit limit of {$12000.00}. I received the credit card about 10 days later. I used the card for about two months ; and without any notice whatsoever I get an alert on my phone under the discover app that I was over my credit limit, when I checked my discover card account online I noticed that my credit limit is not {$9500.00}. I checked my emails to see if I had received anything from discover notifying me that my credit card limit was decreased but nothing was in my email inbox. I checked my phone to see if maybe they called and left me a voicemail regarding the decrease in credit limit ; and yet no voicemails or calls from discover card. I contacted discover card to inquire about why my credit limit was decreased and why I was almost {$2500.00} over my credit limit. I was advised that a letter was sent and that I should receive the letter in the mail within 7 business days. I waited 14 business days to give them time in case there was a delay in delivering the mail. No mail and no letter and no explanations as to why my credit limit was decreased and why I was over my credit limit by almost {$2500.00}. I attempted to contact discover card several more times between XX/XX/XXXX and XX/XX/XXXXby email and phone and all I kept getting from them is that I would receive a written notice in the mail as to why my limit decreased and and any additional information. I waited and still nothing ; so aroundXX/XX/XXXX I contacted discover card over the phone and made a full payment of my entire balance due and asked discover card to completely deactivate, remove, and close my entire credit card account forever and to remove my autopay from the system so that no funds would be withdrawn from my linked bank checking account. The representative assured me that my account was at a XXXX balance after full payment was made and that she was closing my account, canceling and deactivating my credit card and mailing me confirmation that the account had been closed completely and with a XXXX balance to where I didnt have to worry about calling them back in case it appeared on any of my credit reports. I trusted that the rep. I spoke with was going to do exactly like she told me over the phone so I never checked my account again online because I didnt have any access to the credit card or my online account anymore after that day. AroundXX/XX/XXXX I was looking over my finances and statements for my banking accounts and noticed that Discover card had been taking and withdrawing money from my checking account on a monthly basis and that the credit card was never deactivated nor had the representative removed me from there system. I contacted all 3 credit bureaus and notified them of identity theft and that someone had been using my bank account and my discover credit card without my authorization and that I had been in contact with discover card and discover card has refused to return any of my phone calls or emails and online chat messages. I have copys of all of the attempted contact information along with screenshots of what error messages I would get every time I try to log into my account online. My credit card was compromised and someone had been using my card and online account because I didnt have access to it from XX/XX/ to present. I had no choice but to file this complaint online because discover card is and has not done anything to fix this problem. I want discover to remove me completely from there system and I want them to not report this to any credit report agencys because it is 100 % Discover cards fault for misusing my information and allowing for the discover card to stay active. They allowed someone to use my information and that person or persons to whom I do not know has been using my credit card and account all this time. Thank you.

Company response to consumer: Closed with non-monetary relief