Consumer complaint received 2025-08-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Struggling to pay your bill — Problem lowering your monthly payments
Company: DISCOVER BANK
State: TX

Complaint narrative:
Follow-up Complaint to Consumer Financial Protection Bureau Re : Discover Card Account Ending in XXXX - Predatory Collection Practices Previous CFPB Case XXXX XXXX XXXXXXXX Summary of New Issue I am filing this follow-up complaint regarding predatory and deceptive collection practices by Discover Card that occurred on XX/XX/year>, well in advance of their XX/XX/XXXX deadline. This incident demonstrates a clear pattern of unfair treatment that contrasts sharply with how Discover Loans ( same company ) handled my identical financial circumstances on the same day. 

Background Context As detailed in my previous CFPB complaint ( # XXXX ), I am experiencing temporary financial hardship due to caring for my special needs XXXX daughter who was abused in daycare. My situation has been officially recognized by federal agencies- I receive XXXX benefits, my daughter has XXXX, and the IRS has declared my debt " currently not collectible '' as of XX/XX/year>. 

- Specific Incident on XX/XX/year> - Discover Loans - Professional and Accommodating I first contacted Discover Loans regarding my separate loan accounts. Despite my identical financial circumstances, they : XXXX. Worked with me to establish XXXX affordable payment plans, beginning by asking me what I could afford and when. 
XXXX. Agreed to begin affordable payments in XX/XX/year>, after my daughter returns to school in XX/XX/XXXX. Recognized that my income would increase once I could work longer hours XXXX. Treated me with respect and professionalism throughout the process Discover Cards - Predatory and Deceptive I was then transferred to Discover Cards for my credit card account. The representative : XXXX. Ignored my financial reality : Despite explaining my circumstances ( same as shared with Loans ), she pressed for a {$340.00} payment by XX/XX/XXXX XXXX. Dismissed my explanation : When I explained that {$340.00} would compromise my ability to pay critical utilities ( namely, electricity and water ), she showed no accommodation XXXX. Attempted deceptive collection : When I reiterated I could not afford {$340.00}, she suggested a {$65.00} payment XXXX. Engaged in predatory behavior : When I asked multiple times whether the {$65.00} payment would keep my account open, she put me on hold and returned to admit it would NOT The Predatory Nature of This Practice This interaction was particularly egregious because : XXXX. False hope : The representative tried to extract {$65.00} from someone who explicitly stated they were choosing between bill payments and utilities XXXX. Deceptive intent : She initially presented the {$65.00} as if it might help, requiring me to press for clarification XXXX. Exploitation of vulnerability : After I explained my daughter 's situation and my utility payment concerns -- as well as after saying that I could make a payment of this size in XXXX after my daughter returned to school, freeing me up to work more -- she still attempted to collect money that would provide no benefit XXXX. Contrast with company policy : Discover Loans proved the company CAN work with customers reasonably - Cards chose not to Impact and Request for Action This predatory attempt to extract {$65.00} for no customer benefit, from someone already struggling to pay for basic utilities, represents exactly the kind of unfair collection practice the CFPB exists to address. Had I not asked the right questions, I might have paid money I desperately needed for utilities, with no benefit to my account status. 

I am submitting this complaint to : XXXX. Document this pattern of deceptive collection practices for the CFPB database XXXX. Provide Discover with an opportunity to address these concerning practices XXXX. Alert other consumers who may face similar situations 4. Contribute to the CFPB 's understanding of industry practices that may warrant broader regulatory attention The fact that one division of Discover can work compassionately with customers while another engages in predatory practices represents exactly the kind of inconsistent and potentially unfair treatment that the complaint process is designed to document and address. 

Further to this, I'm unable to view my balance on my card at Discover.com. That access was restricted today. Whereas I'm able to view and access my Discover Loan accounts. 

Previous CFPB Case Reference : XXXX Thank you for your continued attention to these matters affecting vulnerable consumers.

Company response to consumer: Closed with explanation