Date Received: 2020-03-31
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of identity theft. I discovered it in autumn of XXXX when I tried to open a credit card with XXXX XXXX. I believe my information was stolen after my first visit to the US in XXXX and used from XXXX to XXXX to open a number of fraudulent accounts in my name. Unfortunately due to my absence in the country from summer XXXX to autumn XXXX I didnt even though that it might happen as I didnt share my personal information with anyone except employers. During this time I lived in my home country XXXX and also studied in XXXX. I have all the proofs to this. I started fixing this identity theft issue right after I spotted it, by calling to fraud departments in banks where accounts were opened, contacting all credit bureaus, filing a police report, FTC report, IRS report. I sent proofs to banks, credit bureaus. All fraud data was cleared from my credit reports and after talking to investigation teams, most banks closed these fraudulent accounts but not XXXX and Discover Bank. I tried to contact these 2 banks numerous times, sent all possible proof that accounts are not mine. But they always resolve these not in my favor for various reasons. Discover is stating that my name was added to an account as a secondary user, but I dont know or ever knew this person that it was added to. Neither lived on addresses connected to that account. I did provide them with all the info and police report as they requested but didnt get a note that it was anyhow investigated or resolved. I contacted them : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and send a police report around that time. But my name was not yet removed from this account. Please let me know if you need any additional information on this.
Company Response:
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This information is in regard to XXXX Credit Reporting Agency. Credit Report Number : XXXX XXXX has continuously and is currently reporting 2 accounts that is a result of identity theft within my credit file. The info is with XXXX XXXX XXXX XXXX & DISCOVER FINANCIAL SERVICES. Perpetrators were able to obtain several loans, bank accounts and credit cards using my information. I had filed a police report, I had filed an FTC identity theft report, and yet they ( XXXX ) still kept the fraudulent information within my credit file. Not only did they did this, the credit bureau ( XXXX ) has also updated and maintained this information within my report, even though XXXX and both ( XXXX XXXX XXXX XXXX & DISCOVER FINANCIAL SERVICES ) companies has failed to send me information on who opened up these fraudulent accounts. Several times I have asked XXXX to remove the accounts and to verify who had opened these accounts with XXXX XXXX XXXX XXXX & DISCOVER FINANCIAL SERVICES, and to several times, no success or avail. Ive also reached out to both companies XXXX XXXX XXXX XXXX & DISCOVER FINANCIAL SERVICES. XXXX XXXX kept on giving me the run around and no one never returns my calls. While a representative at Discover Card told me the company has its obligations to keep a record on everyone, regardless if that person is an ID THEFT VICTIM, and even if its mine or not. Nor are they obligated to send me anything as well on the fraudulent account even though a police and FTC REPORT was filed. I had submitted a police report and an FTC identity theft to Discover Financial Services. Both fraudulent accounts are still within my credit as of XX/XX/2020. I currently work as XXXX XXXX at XXXX XXXX, in XXXX XXXX NY. So daily I have to restrict my commute by using XXXX/XXXX services due to the exposure of the Coronavirus on XXXX public transportation. And in return its costing me closer to thousands of dollars every week. All due to the fact that I can not apply for a car loan due to my Identity being stolen and fraudulently used. As well as the fraudulent acts of XXXX Credit Bureau. Im facing risk with my life everyday, and the last thing that I should be worrying about is my credit being used fraudulently at XXXX Credit Bureau. XXXX has not made it easy for identity theft victims such as myself. An help from someone within the Consumer Finance Bureau is highly appreciated. Thank you.
Company Response:
State: NY
Zip: 11434
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: Within two ( 2 ) days from XX/XX/XXXX-XX/XX/2020 I have received three ( 3 ) telephone calls from Discover Card demanding payment of the monthly bill. In addition, within one ( 1 ) week I have received numbers emails demanding said payment. This despite my two ( 2 ) letters to Chairman of the Board and President XXXX in which I stated that because of the coronavirus I am unable at this time to make payments. This too in addition to complaints against Discover Card I have filed with the Consumer Financial Protection Bureau. Apparently Mr. XXXX and Discover Card have never heard of the coronavirus pandemic and the inability of tens of millions of Americans because of the coronavirus to pay their bills! Mr. XXXX are being unpatriotic and un-American! And it is a disgrace and an outrage!
Company Response:
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/2020 I sent written communication to DISCOVER dated XX/XX/2020, requesting documentation to substantiate information being furnished to the national crediting reporting agencies on account number XXXXXXXX. On XX/XX/20202020 I sent written communication to DISCOVER dated XX/XX/2020, requesting documentation to substantiate information being furnished to the national credit reporting agencies on account number XXXXXXXX. These requests were made pursuant to the FCRA 623/FACTA 312 and is a requirement under Information Furnishers Duties. I received written communication from DISCOVER. They did NOT meet the requirements of FCRA 623/FACTA 312. Instead, they sent me statements dated XX/XX/2020 ( from my dispute with XXXX about verification of account per FCRA ) and XX/XX/2020. These statements were preceded by letters dated XX/XX/2020 and XX/XX/2020 ( I am attaching them to this complaint ). I made a request for them to substantiate the information theyre reporting is pursuant to the FCRA/FACTA, thereby causing DISCOVER communication to be significant of a non-response within the statutory 30-day time period to respond. FCRA 623/FACTA 312 requires DISCOVER to provide the following : ( 1 ) Proof of Liability via original application, ( 2 ) The Terms of the alleged liability, ( 3 ) Proof of performance made by me, ( 4 ) Proof of any other information contained in the credit report regarding the account. DISCOVER provided none of the above. DISCOVER continue to report unsubstantiated information to my credit report in violation of my consumer rights and is attempting to benefit commercially by violating federal law which potentially makes them actionable by criminal complaint. DISCOVER has violated the Red Flags Rule and Metro-2 Reporting Standards, thereby violating my rights under the FCRA, ECOA, and FCBA. Furthermore, I received written communication from DISCOVER that they will not change the UNVERIFIED, INACCURATE, and IMCOMPLETE information they are reporting to the national credit reporting agencies ( XXXX, XXXX, XXXX, and XXXX ). They are continuing to violate FCRA and conduct illegal practices. The above illegalities were committed via USPS mail.
Company Response:
State: CA
Zip: 92571
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: My account is currently in settlement. I have made my payments as agreed to since XXXX. Covid-19 hits and my family is having some hardships with income. Discover Card has indicated they have nothing in place to help extend out the 11 month requirement leaving me to pay my settlement in full by XXXX. I am hoping to only need a couple month extension and am trying my best to pay off the settlement so I don't lose what I have paid so far. They indicated that this isn't a problem with Discover but with CFPB as they have not addressed allowing them to do this. In times like these I think this needs to be addressed ASAP so we don't lose the agreement we have made. For those of us who are trying to pay off our debts, I am asking that there be some flexibility as we all go through this crisis and have to prepare for job losses, potential furloughs etc. I was able to make a {$500.00} payment today but that just increases the monthly payment I have to make by XXXX. Please consider looking at this issue as I know I am not the only one out there having it.
Company Response:
State: IL
Zip: 62002
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: While focused on news of a widespread Covid Pandemic, received a letter from Discover indicating their desire to increase late fees as part of a general terms of cardmember agreement. I did not take a liking the idea of these changes and increased fees, and thinking their choice of timing was distasteful given how many businesses are instead trying to help customers adapt to the current economic shocks related to closures and quarantines, while D iscover is taking the opportunity to raise fees. So, I contacted Discover to inquire about the changes, and if they were related to my recent Balance Transfer Promotion, or if they were company wide. After a bit of a wait I was put on the line with a representative in Delaware, who informed me the call would be recorded. And as per my preferred practice, if the other person is recording the call, I began to as well. I also tried to ask if I could opt out? I was advised that I can not opt out. I was told their internal directive says you can not opt out. I asked why not, and I was told " it means you have no legal right to opt out of these changes. " I asked to confirm that I hadn't signed away any form of personal agency that would allow me to choose whether or not to change or modify or enter into any new contracts. I was put on hold. While on hold, I typed into a popular internet search engine, XXXX, " Opt out Credit Card change rights? '' And among the results I found were an article of Consumer Finance Gov 's website : " updated XX/XX/2017 Can my credit card company change the terms of my account? The credit card company has the right to change the terms of your credit card agreement. For significant changes, the card issuer generally must give you notice 45 days in advance. Significant changes generally include increases in certain interest rates and fees, increases to the minimum amount due, or changes to the grace period or the way interest is calculated. You might not receive notice 45 days in advance about changes to the benefits you get from your credit card, such as points or cash rewards, or changes in the brand ( for example, changing from Visa to MasterCard or vice versa ) because these changes are generally not considered to be significant. There are restrictions on what changes the card company can make. For example, card companies generally can not increase the interest rate you pay on existing balances, except in certain circumstances. For many changes, you have the right to opt out of the newly changed terms. However, if you opt out, the card company might close your account. If your account is closed, you do not have to pay the balance in full immediately after the account is closed, but you are still responsible for making payments until the balance is paid in full. Depending on the card companys policies, your minimum payment may increase. The amount of the new payment can not be more than the amount needed to pay the balance off in five years or double your prior minimum periodic payment, whichever is higher. Note : Closing your account may negatively affect your credit score because closing the account will lower the amount of available credit you have and increase the percentage of available credit you are using. " When the Discover representative came back on the line, I inquired as to whether or not I could opt out, and it would simply result in Discover doing something similar to what was described. I was unable to obtain a clear answer during the call and subsequent transfers as to why I would have " no legal right to opt out of these changes. '' After the call, and playing back the recording, it still made no sense to me why I wouldn't have any rights, and I attempted to find a better phone number for discover, finding one for their executive customer service line that fields complaints. I contacted their office, and spoke to a representative named XXXX, who relayed my concerns to some team, and said they would review the call and then I would be contacted back in a few days. I received the response from XXXX at Discover 's executive customer service office today, which was to inform me of the two following responses : 1. ) The calls were reviewed and any coaching opportunities were addressed. 2. ) You do not have a right to opt out of the changes to the cardmember agreement. 3. ) Our representative did not say you have no legal rights. When XXXX informed me of the third item above, I suggested that they must not have fully reviewed that call, and offered to share my own recording. This was not something XXXX at Discover was receptive to, and instead said Discover does not consent to having calls recorded. So I gave him a brief reminder that he himself told me the call was being recorded at the start of each of our calls, and a brief explanation of how consent and 1 and 2 party requirements for recording calls work. And, that If the question is merely whether or not the representative did say that " you have no legal right to opt out of these changes to the cardmember agreement. '' It would be very easy to just play back the record. But do I have any rights? Unfortunately, being unwilling to continue the call unless I assured him the call would not be recorded on my side, ( while he continued to record on his side at Discover, ) led to his unwillingness to continue the call ; and he politely and professionally wished me to have a good day before the call ended. I seemingly am unable at this time, to further raise my concerns with Discover 's call center. None of the paperwork I have signed with Discover seems to suggested that I have no right to agree or disagree with any changes to my account. It would be helpful if someone at Discover could listen to my record of the phone call with Discover customer service representative in Delaware, in which I was told that " you have no legal right to opt out of these changes ... ''
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I filed a complaint with the Consumer Financial Protection Bureau because Discover Card is repeatedly demanding monthly payments even though I am because of the coronavirus pandemic unable to do so! Today I received a very, very threatening e-mail from Discover Card that it will report me to the credit bureaus! THIS IS AN OUTRAGE! AND VERY UNPATRIOTIC AND UN-AMERICAN OF Discover Card. The International Revenue Services has pushed back the tax deadline from XX/XX/XXXX to XX/XX/XXXX! Discover Card can XXXX well follow suit! Discover Card is being cruel, insensitive, unsympathetic, and totally non-understanding! Outrageous!
Company Response:
State: NJ
Zip: 07090
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Hello, I have a Discover Credit Card. I made a payment from my XXXX XXXX account for {$500.00} in XXXX of XXXX. I have used this account in the past with success. I initiated it through Discover 's mobile app. By the end of the month, the payment never reflected in my balance, but instead there was two " Returned Payment '' Fees. The money was for sure taken out of my XXXX account and never returned, and to this day Discover claims that I did not have sufficient funds ever. I opened a dispute with Discover and filled out their standard documents asking account numbers and explanation. I also provided them with multiple bank statements showing it left my account and never returned ( attached here also ). I did this for my XXXX statement for when the payment was initiated, but also, all the way up to XX/XX/XXXX. There was never a returned payment of {$500.00}. Eventually they closed my dispute for " not providing sufficient documentation '' even after posting all my statements and filling out their documents. This was late in late XXXX. I continued to call and they requested personalized letters from my bank to say that my payment cleared - but XXXX does not make personalized letters. I got to Discover 's payment department only twice since opening the dispute, and when they get to a point where I point on their balances, they say that they " need to look into it ''. They have hung up on me twice after I clarify that they've been there for months. As of XXXX, I called recently and they said " this is a XXXX case, and it is closed indefinitely. '' It seems that everyone I talk to now has no urgency whatsoever. I have thorough case notes on this Discover dispute that express I should be handed over to the payment department or manager immediately, but everyone has to start from the beginning each time I call and it's been no help. It feels like they are doing almost no investigation work since it seems each agent is stunned that there's tons of documentation despite the case being closed due to " insufficient documentation ''.
Company Response:
State: IL
Zip: 60622
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I opened A discover Card XX/XX/XXXX and I got a random Email reporting from XXXX on XX/XX/XXXX that Discover recently closed my account out of no where. I called them multiple times asking why they closed my account and they said it was due to inactivity. I told them I wasn't able to use my card because of recent health issues. They never sent me any letters or emails or messages inside of my account that they were going to close my account. It is ruining my credit history now due to that being my longest account open.
Company Response:
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Discover financial services has infringed upon my right to privacy as a consumer, and they have violated the following laws under USC 1692 : 1. USC 1692b. ( 2 ) 2. 1692b. ( 5 ) 3. 1692c. ( 3 ) 4.1692d. ( 2 ) 5. 1692c. ( 1 ) Now before you allege that you're not a debt collector please be advised that you are. Pursuant to USC 1692a : ( 6 ) The term debt collector means any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the collection of any debts, or who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another. Notwithstanding the exclusion provided by clause ( F ) of the last sentence of this paragraph, the term includes any creditor who, in the process of collecting his own debts, uses any name other than his own which would indicate that a third person is collecting or attempting to collect such debts. For the purpose of section 1692f ( 6 ) of this title, such term also includes any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the enforcement of security interests. The term does not include
Company Response:
State: GA
Zip: 30044
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A