Consumer complaint received 2025-05-28 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: CA

Complaint narrative:
I am a senior citizen with a XXXX. 
XX/XX/year> - XXXX XXXX  card statement indicating payment due XX/XX/year>. Purchased and mailed a XXXX money order for {$340.00}, paying the account in full as usual. The post office charged an additional fee of {$2.00} to issue the money order. 

XX/XX/year> - Received email from XXXX stating the following : A payment was recently made to your XXXX  Card account using a bank account ending in XXXX which returned unpaid. Due to the return ( XXXX ), the bank account noted above will be restricted from setting up payments for any XXXX accounts until you contact the bank holding the account noted above to resolve this issue. Once resolved, you will need to contact us if you would like to continue to utilize this bank account. 
- Any payments scheduled for a future date using the bank account ending in XXXX have been cancelled. 
- Since any future payments leveraging this bank account have been cancelled, please be sure to pay at least the minimum amount due, reflected on your monthly statement. 
- If you have scheduled payments on another XXXX loan, such as a XXXX  loan or a XXXX loan, using this same bank account, those payments may not be processed as well. 
- Once you have resolved any issue with the bank holding the account referenced above please call us at XXXX ( XXXX ). 
- Sincerely, XXXX XXXX Customer Service. 

XX/XX/year> - Before I contacted XXXX  I contacted the XXXX and provided the serial number of the money order. I was informed the post office had not received the money order, and it had not been paid. The XXXX money order is considered the same as cash, and no stop payment could be placed on it. 

XX/XX/year> - I contacted XXXX I was transferred several different times to repeat to XXXX account managers, including the Dispute Resolution XXXX, that no bank account check had been sent. I sent a XXXX money order which is considered the same as cash. The number they provided, falsely claiming to be a returned instrument from my bank account, was the serial number of the XXXX money order. XXXX  needed to correctly process the timely payment as a money order, not a bank check. I stated I contacted the XXXX XXXX XXXX before I contacted XXXX. The XXXX XXXX representative stated they had not received the money order and it had not been paid. XXXX, the XXXX  XXXX Account XXXX acknowledged XXXX XXXX  receipt of the money order for {$340.00} on XX/XX/year>, by viewing their copy. The XXXX stated it was returned to XXXX  with XXXX markings. XXXX incorrectly processed it as a 'bank check '. I requested the allegedly 'returned unpaid " XXXX XXXX order be sent to me. She stated she could not provide it to me, and she could not provide me a copy of it. Furthermore, she stated an " investigation is open ''. With the investigation XXXX could see if it was processed incorrectly, and they have to process it the right way as a money order. " She did put those additional notes there ( including my request for a copy of the returned money order ). They will get in contact with the issuer of the money order. '' I stated I do not want a missing payment charge on my account, or any other related fees. She stated she understood, and if there is a processing error, they would reverse any fees. '' XXXX stated, " They can see I always pay in full. '' I stated that is the purpose of paying extra for the money orders, to ensure nothing is returned to me unpaid, and there are no additional fees. The XXXX indicated they try to have a resolution within XXXX days. They will reach out to me if they need additional documentation, I should receive written notice usually within XXXX to XXXX calendar days. XXXX confirmed my preference on file with XXXX is not to be contacted by emailed, but by mail. I was provided a XXXX XXXX. 

XX/XX/year> - I received an email from XXXX dated XX/XX/year>, stating my payment was due XX/XX/year>, and falsely stating they had not received it. The notice stated to " make a payment ''. I had made a timely payment. 

XX/XX/year> - After receiving another XXXX email dated XX/XX/year>, I contacted XXXX  again. I stated the above to several representatives I was transferred to, that XXXX  acknowledged on XX/XX/year> receipt of the XXXX money order payment misclassified as a bank account instrument. I was informed my account was being charged a RETURN PAYMENT FEE. I should not be penalized for XXXX XXXX  improper processing of the XXXX money order, which is treated the same as cash. They refused to return my payment, refused to post the payment to my account, and falsely claim I owe them payment. I requested it be removed. I was told it would not be.

Company response to consumer: Closed with monetary relief